It has finally happened! E-Government solutions have become household practices for the general public to exchange information with their government. It might have taken some time and a number of unfortunately failed initiatives, but we’re all glad (relieved) the time has come.
Since you’re reading this post, you probably have an interest in Customer Communication Management. Based on some practical use cases, I would like to explain which way e-Government solutions can be integrated with your communication processes.
A Dutch example
Government policy in the Netherlands implies a ‘digital by default’ approach, in which citizens will gain the right to interact with the government in a digital way. With this ambition, the Dutch aim at improving digital government information and services, further reducing administrative burdens for citizens, and generating more efficiency.
Logius is the digital government service of the Netherlands Ministry of the Interior and Kingdom Relations. It maintains government-wide ICT solutions and common standards, that simplify the communication between authorities, citizens and businesses, with a view to cohesion of the e-Government networks. Logius supplies products relating to access, data exchange, standardization and information security.
DigiD is an identity management platform which can be used to verify the identity of Dutch residents on the Internet. Governmental organizations and the ones performing a public service (e.g. health insurance, pensions, medical care) are allowed to use DigiD.
Back on our CCM topic. Using an official government service to digitally check the identity of your customer offers a feature, which is otherwise only possible by paper signature. Particularly useful when you are using electronic forms which require signing before submission. Basically, the user goes through the following steps:
- Click the signing option in the form
- Redirect to the DigiD website
- User fills in credentials and possibly receives extra verification via SMS
- DigiD checks and responds with an authentication success or failure
- Redirects to the original form, which is now ready to submit after a success response
BerichtenBox is a personal, digital mailbox. The same organizations which are allowed to use DigiD, are able to use BerichtenBox as a communication channel. Because of the channel’s ‘official’ character, the communication is more likely to be read than through any other digital channel. Success of the receiver actually reading the message, and performing the follow-up action if needed, is extremely high.
Do you have your communications well organized?
If you would like to profit from the tools your government provides to communicate, don’t hesitate to contact us so we can discuss how you can improve your customer communications.