Bas has been working for the Amsterdam Municipality since 2009. Before that, he worked in several functions within the facility branch at profit organisations.
“Colleagues are the centre point!”
The Amsterdam municipality is a pioneer in the field of one-gateway internal services: The Amsterdam Service Portal. This portal was spread over the three channels that centralise the internal customer. But, how did it have to look? To get to the blueprint of the internal services, the municipality used the elements of Service Design. During the presentation, Bas will show you how they used customer journeys to find out what the internal customers find important. With the help of this information, a Service Blueprint was drawn up. This now forms the basis for the establishment of the Amsterdam Service Portal.