Country report of The Netherlands

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Country report ofThe Netherlands

• NDR6 September 2005

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The need for clarity

• We tell what we do and we do what we tell
• (But then you need to know what you do and if it
  is wanted)

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Our Financial Model
Data
Money
Public services
Ministries EZ LNV VROM VW OCW
General Public
Private sector
Taxes
4
Budget 2005
5
Processes
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When you know

• What the exact action is
• What data comes in and goes out
• How often the action occurs
• What exact operations are required
• When it has to be finished (dead lines)
• How much time it takes
• Who are involved

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And you also know

• What data is it
• When it arrives
• How often it arrives

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You know what you do andhow much it costs!
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And you may

• Reduce the time before new personnel is settled
• Improve planning of capacity and resources
• Improve efficiency
• Improve quality
• Quantify targets and output.

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So you record your score
Target
Realised
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By monitoring the performance.
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Then you listen to your users
Government
Industry
DINO
User meeting
User board
Water boards
Operators
Audit
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To learn what they want

• User meeting
• Once a year
• Users give feedback to their representative in
  the user board
• User board
• Chairman is voted for a 1 year period
• Meet two times a year
• Responsible for the agenda
• Steers on development, content and priorities
• Audit
• Once a year by interviewing 10 mayor clients

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Customer Satisfaction Audit DINOloket 2004
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Our mark for 2004

• 8

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• THANK YOU !