The state of client-centered public service delivery in the Netherlands

J. Jansen; Sjoerd A. de Vries; Thea van der Geest; Johannes A.G.M. van Dijk; R. Arendsen

doi:10.1007/978-3-642-03516-6_25

The state of client-centered public service delivery in the Netherlands

J. Jansen, Sjoerd A. de Vries, Thea van der Geest, Johannes A.G.M. van Dijk, R. Arendsen

Faculty of Behavioural, Management and Social Sciences

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

3 Citations (Scopus)

5 Downloads (Pure)

Abstract

Businesses and citizens demand a better and more client-centered way of service delivery from public organizations. As society becomes more complex, dynamic and diverse, public organizations need to adapt to this demand. Conversely, our perception is that public organizations might still treat their target groups as one. However, the need for client-centered public service delivery is growing. This is widely debated in literature. Nonetheless, little empirical evidence is available about the state of client-centeredness of public organizations. The objective of the present study is to identify the state of client-centered public service delivery in the Netherlands. In order to research this topic 400 people from 194 Dutch public organizations were invited to complete an electronic questionnaire. 105 people responded. According to the respondents the state of client-centeredness is acceptable. However, only 25% of the public organizations seem to take differentiation as the point of departure for their service delivery.

Original language	English
Title of host publication	Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009
Editors	Maria A. Wimmer, Hans J. Scholl, Marijn Janssen, Roland Traunmüller
Place of Publication	Heidelberg Germany
Publisher	Springer
Pages	293-304
ISBN (Print)	0302-9743
DOIs	https://doi.org/10.1007/978-3-642-03516-6_25
Publication status	Published - 31 Aug 2009
Event	8th International Conference on Electronic Government, EGOV 2009 - Linz, Austria Duration: 31 Aug 2009 → 3 Sept 2009 Conference number: 8

Publication series

Name	Lecture notes in computer science
Publisher	Springer
Volume	5693
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	8th International Conference on Electronic Government, EGOV 2009
Abbreviated title	EGOV
Country/Territory	Austria
City	Linz
Period	31/08/09 → 3/09/09

Keywords

IR-94546
METIS-261899

Access to Document

10.1007/978-3-642-03516-6_25

Cite this

Jansen, J., de Vries, S. A., van der Geest, T., van Dijk, J. A. G. M., & Arendsen, R. (2009). The state of client-centered public service delivery in the Netherlands. In M. A. Wimmer, H. J. Scholl, M. Janssen, & R. Traunmüller (Eds.), Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009 (pp. 293-304). (Lecture notes in computer science; Vol. 5693). Springer. https://doi.org/10.1007/978-3-642-03516-6_25

Jansen, J. ; de Vries, Sjoerd A. ; van der Geest, Thea et al. / The state of client-centered public service delivery in the Netherlands. Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009. editor / Maria A. Wimmer ; Hans J. Scholl ; Marijn Janssen ; Roland Traunmüller. Heidelberg Germany : Springer, 2009. pp. 293-304 (Lecture notes in computer science).

@inproceedings{fa679d9091374bb0b2e2f6caf05c8197,

title = "The state of client-centered public service delivery in the Netherlands",

abstract = "Businesses and citizens demand a better and more client-centered way of service delivery from public organizations. As society becomes more complex, dynamic and diverse, public organizations need to adapt to this demand. Conversely, our perception is that public organizations might still treat their target groups as one. However, the need for client-centered public service delivery is growing. This is widely debated in literature. Nonetheless, little empirical evidence is available about the state of client-centeredness of public organizations. The objective of the present study is to identify the state of client-centered public service delivery in the Netherlands. In order to research this topic 400 people from 194 Dutch public organizations were invited to complete an electronic questionnaire. 105 people responded. According to the respondents the state of client-centeredness is acceptable. However, only 25% of the public organizations seem to take differentiation as the point of departure for their service delivery.",

keywords = "IR-94546, METIS-261899",

author = "J. Jansen and {de Vries}, {Sjoerd A.} and {van der Geest}, Thea and {van Dijk}, {Johannes A.G.M.} and R. Arendsen",

year = "2009",

month = aug,

day = "31",

doi = "10.1007/978-3-642-03516-6_25",

language = "English",

isbn = "0302-9743",

series = "Lecture notes in computer science",

publisher = "Springer",

pages = "293--304",

editor = "Wimmer, {Maria A.} and Scholl, {Hans J.} and Marijn Janssen and Roland Traunm{\"u}ller",

booktitle = "Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009",

address = "Germany",

note = "8th International Conference on Electronic Government, EGOV 2009, EGOV ; Conference date: 31-08-2009 Through 03-09-2009",

}

Jansen, J, de Vries, SA, van der Geest, T, van Dijk, JAGM & Arendsen, R 2009, The state of client-centered public service delivery in the Netherlands. in MA Wimmer, HJ Scholl, M Janssen & R Traunmüller (eds), Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009. Lecture notes in computer science, vol. 5693, Springer, Heidelberg Germany, pp. 293-304, 8th International Conference on Electronic Government, EGOV 2009, Linz, Austria, 31/08/09. https://doi.org/10.1007/978-3-642-03516-6_25

The state of client-centered public service delivery in the Netherlands. / Jansen, J.; de Vries, Sjoerd A.; van der Geest, Thea et al.
Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009. ed. / Maria A. Wimmer; Hans J. Scholl; Marijn Janssen; Roland Traunmüller. Heidelberg Germany: Springer, 2009. p. 293-304 (Lecture notes in computer science; Vol. 5693).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

TY - GEN

T1 - The state of client-centered public service delivery in the Netherlands

AU - Jansen, J.

AU - de Vries, Sjoerd A.

AU - van der Geest, Thea

AU - van Dijk, Johannes A.G.M.

AU - Arendsen, R.

N1 - Conference code: 8

PY - 2009/8/31

Y1 - 2009/8/31

N2 - Businesses and citizens demand a better and more client-centered way of service delivery from public organizations. As society becomes more complex, dynamic and diverse, public organizations need to adapt to this demand. Conversely, our perception is that public organizations might still treat their target groups as one. However, the need for client-centered public service delivery is growing. This is widely debated in literature. Nonetheless, little empirical evidence is available about the state of client-centeredness of public organizations. The objective of the present study is to identify the state of client-centered public service delivery in the Netherlands. In order to research this topic 400 people from 194 Dutch public organizations were invited to complete an electronic questionnaire. 105 people responded. According to the respondents the state of client-centeredness is acceptable. However, only 25% of the public organizations seem to take differentiation as the point of departure for their service delivery.

AB - Businesses and citizens demand a better and more client-centered way of service delivery from public organizations. As society becomes more complex, dynamic and diverse, public organizations need to adapt to this demand. Conversely, our perception is that public organizations might still treat their target groups as one. However, the need for client-centered public service delivery is growing. This is widely debated in literature. Nonetheless, little empirical evidence is available about the state of client-centeredness of public organizations. The objective of the present study is to identify the state of client-centered public service delivery in the Netherlands. In order to research this topic 400 people from 194 Dutch public organizations were invited to complete an electronic questionnaire. 105 people responded. According to the respondents the state of client-centeredness is acceptable. However, only 25% of the public organizations seem to take differentiation as the point of departure for their service delivery.

KW - IR-94546

KW - METIS-261899

U2 - 10.1007/978-3-642-03516-6_25

DO - 10.1007/978-3-642-03516-6_25

M3 - Conference contribution

SN - 0302-9743

T3 - Lecture notes in computer science

SP - 293

EP - 304

BT - Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009

A2 - Wimmer, Maria A.

A2 - Scholl, Hans J.

A2 - Janssen, Marijn

A2 - Traunmüller, Roland

PB - Springer

CY - Heidelberg Germany

T2 - 8th International Conference on Electronic Government, EGOV 2009

Y2 - 31 August 2009 through 3 September 2009

ER -

Jansen J, de Vries SA, van der Geest T, van Dijk JAGM, Arendsen R. The state of client-centered public service delivery in the Netherlands. In Wimmer MA, Scholl HJ, Janssen M, Traunmüller R, editors, Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009. Heidelberg Germany: Springer. 2009. p. 293-304. (Lecture notes in computer science). doi: 10.1007/978-3-642-03516-6_25

The state of client-centered public service delivery in the Netherlands

Abstract

Publication series

Conference

Keywords

Access to Document

Fingerprint

Cite this