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The user experience of a Dutch citizen

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Together with students of the Haagse Hogeschool, IDnextplatform has conducted a study about the user experience of Dutch citizens. Because the Dutch Government has set up a programme called Digital 2017, enabling citizens and businesses to use its digital services. 

The study consists of two activities. Firstly, the research and a research plan was drawn up, comprising various research packages. Then, there was a literature survey and interviews were conducted on the streets. Secondly, a report was created to present the results of the study.

Scope of the study

IDnext initiated a study containing specific questions to find out the civilian perspective on digital government services. What are the citizens’ perceptions / experiences in this area? Do these match the amenities the Dutch government makes available?

Thus, the principal question was "What is the perception of the Dutch citizen regarding the accessibility, reliability and security (digital) services provided by the Dutch government?

Target group

The research was aimed at Dutch citizens aged eighteen and over who used an online government service in the past six months. Preference was given to people aged 40 to 75 since those people were expected to have the most problems.

Conclusion of this study

A few years ago, a study by the National Ombudsman showed a negative attitude towards the digitisation of government. The outcome of this year’s street survey was that citizens are clearly more positive. It is difficult to ascertain whether the public perception of the government has actually improved. It proved difficult to get the study population from the previous study together again, and to get them to answer the same questions once more. Apart from that, the government is clearly directing people towards Digital 2017, making more and more services available online.

This year’s IDnext study shows that citizens tend to trust the government. The street survey made clear that citizen had a reasonable to good idea about the issues of accessibility, reliability and security. It appears, however, that citizens often have no idea what's going on in the background. As a result, citizens often trust the government implicitly. Small mistakes made by the government in its daily service provision result in a breach of confidence on the part of the citizen. Better cooperation between the various services and clear communications about what data are used for may alter the government image in a positive way.

The Mijnoverheid portal is very good at giving correct and clear information. However, this portal is still not ready for Digital 2017, and the obligatory question about receiving digital post tends to deter civilians. It is very unfortunate that any clear information is only provided once the civilian has logged on. As a result, the information cannot to be found by search engines. Finally, the Mijnoverheid portal will need to become better known to citizens.

Further information about the full details of the study can be requested via info@idnext.eu