insurance2 min
ReplaySeptember 23, 202365 minutesWouter Honselaar, Daphnee Pattiwael
From inside-out to outside-in: putting the user at the center within government organizations
Amsterdam municipality used benchmarking and usability testing to reduce 130,000 avoidable phone calls about parking through better online services.
Chapters
8Key Takeaways
- Measure the impact of poor online service delivery: 41% of phone calls are avoidable
- Use the Double Diamond approach: first explore thoroughly, then optimize
+6 more takeaways
About this masterclass
Amsterdam municipality has proven that major impact is possible with the right approach. Through smart optimization of their online parking permit service, they not only drastically reduced the number of phone calls but also significantly improved customer satisfaction.
Research revealed that no less than 41% of the 130,000 annual phone calls about parking were avoidable. Of these, 15% could be solved by improving the online landscape. With nearly 300 pages about parking on Amsterdam.nl and 8 concrete avoidable topics, there was clearly work to be done.
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