Digital strategy: leading the user or in the driver's seat?
The number of digital communication channels of government, healthcare and education is growing by the day. Interaction with citizens, clients and students is taking place via more and more avenues and digital test balloons are launched. With the smallest possible distance to the target group as the goal. And to keep up with the technological rat race. Because users expect the online experience of Cool Blue, right? Experience has shown that a proliferation of channels does not by definition contribute to better online services and information. How did that happen? And how can a sophisticated digital strategy offer a solution? Tick-tocked Agents The 'Digital Government' agenda dictates that government services should take place more from the perspective of the citizen, entrepreneur or student. For many organizations this is the sign - under the guise of digital inclusion - to put the user completely at the center of the development of (new) channels. With the risk of overlookin...