District launches survey of citizens

Further develop processes and improve citizen service: The district administration wants to take an active approach to change - and in doing so, is relying above all on feedback from citizens. For this reason, short interviews with customers are now taking place in the administrative offices.

Receiving feedback, implementing measures
The aim is to recognise potential improvements in processes and services and then improve things together. To this end, over the next few weeks, many of the district's junior staff will be talking to visitors to the district administration - and will address citizens directly after their visit to the district administration. They will record people's feedback, their experience of administrative processes and suggestions for improvement or even positive feedback - and use this to develop a package of measures to make administrative processes even smoother.

Tackling improvements together with citizens
In continuing the project, the district administration is also benefiting from the positive experiences of the past: surveys of visitors to the district administration were conducted in June of this year as part of the nationwide Digital Day. "We have already received a lot of valuable feedback from people who want to deal with the authorities here," emphasises District Administrator Jürgen van der Horst. "We have once again recognised that it is important to tackle improvements together with the administration's customers." This would allow citizens and the district to shape change processes together on an equal footing - and thus make the administration even more modern and efficient.

The direct dialogue with citizens also provides valuable experience for the junior staff: "From the outset, they experience a culture of openness to change in the district administration and are thus also encouraged to question and improve existing processes," continued the district administrator. "We need more task criticism. Things don't always have to stay the same because they've always been done that way." However, there are also many cases where it turns out that the existing processes work well. "This is also a gain in knowledge for us, because it encourages our employees that many processes are already on the right track."

Keywords:

Information technology and digital administration District bodies, organisation, procurement & public transport