{"status":"OK","data":{"id":175614,"identifier":"dans-xwr-sygh","persistentUrl":"https://doi.org/10.17026/DANS-XWR-SYGH","protocol":"doi","authority":"10.17026","separator":"/","publisher":"DANS Data Station Social Sciences and Humanities","publicationDate":"2015-11-01","storageIdentifier":"surf://10.17026/dans-xwr-sygh","effectiveDatasetFileCountLimit":10000,"datasetFileUploadsAvailable":9996,"datasetType":"dataset","locks":[],"latestVersion":{"id":33504,"datasetId":175614,"datasetPersistentId":"doi:10.17026/DANS-XWR-SYGH","datasetType":"dataset","storageIdentifier":"surf://10.17026/dans-xwr-sygh","versionNumber":2,"internalVersionNumber":8,"versionMinorNumber":1,"versionState":"RELEASED","latestVersionPublishingState":"RELEASED","distributionDate":"2016-02-16","productionDate":"2015-11-01","lastUpdateTime":"2026-07-19T23:33:34Z","releaseTime":"2026-07-19T23:33:34Z","createTime":"2026-07-19T23:33:23Z","publicationDate":"2015-11-01","citationDate":"2015-11-01","versionNote":"The Python package langdetect was used to semi-automatically identify the languages used in the metadata. Human curators verified and corrected the results. If you notice any inaccuracies, please contact DANS.","effectiveDatasetFileCountLimit":10000,"datasetFileUploadsAvailable":9996,"license":{"name":"CC0-1.0","uri":"http://creativecommons.org/publicdomain/zero/1.0","iconUri":"https://licensebuttons.net/p/zero/1.0/88x31.png","rightsIdentifier":"CC0-1.0","rightsIdentifierScheme":"SPDX","schemeUri":"https://spdx.org/licenses/","languageCode":"en"},"termsOfAccess":"","fileAccessRequest":true,"metadataBlocks":{"citation":{"displayName":"Citation Metadata","name":"citation","fields":[{"typeName":"title","multiple":false,"typeClass":"primitive","value":"Betere én goedkopere dienstverlening op basis van het gebruikersperspectief"},{"typeName":"otherId","multiple":true,"typeClass":"compound","value":[{"otherIdAgency":{"typeName":"otherIdAgency","multiple":false,"typeClass":"primitive","value":"DANS-KNAW"},"otherIdValue":{"typeName":"otherIdValue","multiple":false,"typeClass":"primitive","value":"easy-dataset:63693"}}]},{"typeName":"author","multiple":true,"typeClass":"compound","value":[{"authorName":{"typeName":"authorName","multiple":false,"typeClass":"primitive","value":"P. Pinxten"},"authorAffiliation":{"typeName":"authorAffiliation","multiple":false,"typeClass":"primitive","value":"GBBO"}},{"authorName":{"typeName":"authorName","multiple":false,"typeClass":"primitive","value":"R. Koopman"},"authorAffiliation":{"typeName":"authorAffiliation","multiple":false,"typeClass":"primitive","value":"GBBO"}}]},{"typeName":"datasetContact","multiple":true,"typeClass":"compound","value":[{"datasetContactName":{"typeName":"datasetContactName","multiple":false,"typeClass":"primitive","value":"P Pinxten"},"datasetContactAffiliation":{"typeName":"datasetContactAffiliation","multiple":false,"typeClass":"primitive","value":"GBBO"}}]},{"typeName":"dsDescription","multiple":true,"typeClass":"compound","value":[{"dsDescriptionValue":{"typeName":"dsDescriptionValue","multiple":false,"typeClass":"primitive","value":"

Het streven van dit kabinet is om de dienstverlening te verbeteren. Daarnaast streeft de overheid er naar dat in 2017 burgers hun zaken digitaal met de overheid kunnen afhandelen. Eenvoudig digitaliseren van papier leidt niet direct tot lagere kosten, er zal tegelijkertijd een slag naar gebruiksvriendelijkheid moeten worden gemaakt. Wanneer het gebruikersperspectief centraal staat, neemt de gebruikersvriendelijkheid toe, daardoor de efficiëntie en dalen dus de kosten.

Gebruikersperspectief: hét vertrekpunt voor betere en goedkopere overheidsdienstverlening is nog onvoldoende gemeengoed
De overtuiging dat ‘beter voor de gebruiker en goedkoper voor de organisatie’ samen gaan wanneer het gebruikersperspectief centraal staat, is nog onvoldoende gemeengoed voor zowel veel professionals in het veld als voor bestuurders.

Doel onderzoek: het vernieuwde vertrekpunt feitelijk onderbouwen

Het ministerie van Binnenlandse Zaken en Koninkrijksrelaties (BZK) heeft onderzoek laten doen om dit vernieuwde vertrekpunt feitelijk en breed te onderbouwen. GBBO heeft 11 cases van publieke organisaties verzameld en bestudeerd. Kenmerk van deze cases is dat vanuit het gebruikersperspectief verbeteringen zijn doorgevoerd in de dienstverleningsprocessen.

Nagegaan is of deze aanpassingen hebben geleid tot een positief (of negatief) resultaat. Positieve resultaten zijn een grotere waardering van de dienstverlening door de gebruikers (beter) én lagere kosten voor de betreffende publieke organisatie (goedkoper). Daarnaast is het effect op de medewerkerstevredenheid bestudeerd.

"}}]},{"typeName":"subject","multiple":true,"typeClass":"controlledVocabulary","value":["Social Sciences"]},{"typeName":"keyword","multiple":true,"typeClass":"compound","value":[{"keywordValue":{"typeName":"keywordValue","multiple":false,"typeClass":"primitive","value":"Overheid; Dienstverlening; Gebruikersperspectief; Gebruikersonderzoek; Klantonderzoek; Beter; Goedkoper; Publiek; Digitalisering; Overheidsdienstverlening"}}]},{"typeName":"language","multiple":true,"typeClass":"controlledVocabulary","value":["Dutch"]},{"typeName":"productionDate","multiple":false,"typeClass":"primitive","value":"2015-11-01"},{"typeName":"contributor","multiple":true,"typeClass":"compound","value":[{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"F. Faber (Ministerie van Binnenlandse Zaken en Koninkrijksrelaties)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"J.W. Kooistra (Ministerie van Binnenlandse Zaken en Koninkrijksrelaties)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"J. Nieland (Dienst Uitvoering Onderwijs)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"G. Velders (Gemeente 's Hertogenbosch)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"T. Aarts (Gemeente Medemblik)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"C. Verheuvel (Gemeente Oosterhout)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"M. Smit (Gemeente Rotterdam)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"S. Sjamaar (Gemeente Utrecht)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"B. Kuijer (Gemeente Veenendaal)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"G. Anink (Kadaster)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"W. van Dijk (Kamer van Koophandel)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"N. Smith (Sociale Verzekeringsbank)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"T. Cordeweners (ministerie van BZK)"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"GBBO"}},{"contributorName":{"typeName":"contributorName","multiple":false,"typeClass":"primitive","value":"bvo@minbzk.nl"}}]},{"typeName":"distributionDate","multiple":false,"typeClass":"primitive","value":"2016-02-16"},{"typeName":"dateOfDeposit","multiple":false,"typeClass":"primitive","value":"2016-02-11"}]},"dansRights":{"displayName":"Rights Metadata","name":"dansRights","fields":[{"typeName":"dansRightsHolder","multiple":true,"typeClass":"primitive","value":["Ministerie van Binnenlandse Zaken en Koninkrijksrelaties"]},{"typeName":"dansPersonalDataPresent","multiple":false,"typeClass":"controlledVocabulary","value":"Unknown"},{"typeName":"dansMetadataLanguage","multiple":true,"typeClass":"controlledVocabulary","value":["Dutch"]}]},"dansRelationMetadata":{"displayName":"Relation Metadata","name":"dansRelationMetadata","fields":[{"typeName":"dansAudience","multiple":true,"typeClass":"primitive","value":["https://www.narcis.nl/classification/D66000"],"expandedvalue":[{"@id":"https://www.narcis.nl/classification/D66000","termName":[{"lang":"nl","value":"Communicatiewetenschap"},{"lang":"en","value":"Communication sciences"}],"vocabularyUri":"https://www.narcis.nl/classification/"}]}]},"dansTemporalSpatial":{"displayName":"Temporal and Spatial Coverage","name":"dansTemporalSpatial","fields":[{"typeName":"dansSpatialCoverageText","multiple":true,"typeClass":"primitive","value":["Nederland"]}]},"dansDataVaultMetadata":{"displayName":"Data Vault Metadata","name":"dansDataVaultMetadata","fields":[{"typeName":"dansDataversePid","multiple":false,"typeClass":"primitive","value":"doi:10.17026/DANS-XWR-SYGH"},{"typeName":"dansDataversePidVersion","multiple":false,"typeClass":"primitive","value":"2.1"},{"typeName":"dansBagId","multiple":false,"typeClass":"primitive","value":"urn:uuid:fe08b921-b068-41c5-9cfd-4066f633c263"},{"typeName":"dansNbn","multiple":false,"typeClass":"primitive","value":"urn:nbn:nl:ui:13-irc5-7t"}]}},"files":[{"description":"","label":"easy-migration.zip","restricted":false,"version":1,"datasetVersionId":33504,"dataFile":{"id":175617,"persistentId":"","filename":"easy-migration.zip","contentType":"application/zip","friendlyType":"ZIP Archive","filesize":25203,"description":"","storageIdentifier":"surf://store:186eb904b7e-f280ac32f37c","rootDataFileId":175615,"previousDataFileId":175615,"checksum":{"type":"SHA-1","value":"c00f0881afc80a454f1caf23ba1576815fdaea9f"},"tabularData":false,"creationDate":"2023-03-16","publicationDate":"2015-11-01","lastUpdateTime":"2026-07-19T23:33:34Z","fileAccessRequest":true}},{"description":"","label":"Rapport beter én goedkoper op basis van gebruikersperspectief DEF-MinBZK-GBBO.docx","restricted":false,"version":1,"datasetVersionId":33504,"dataFile":{"id":175616,"persistentId":"","filename":"Rapport beter én goedkoper op basis van gebruikersperspectief DEF-MinBZK-GBBO.docx","contentType":"application/vnd.openxmlformats-officedocument.wordprocessingml.document","friendlyType":"MS Word","filesize":3606591,"description":"","storageIdentifier":"surf://store:186eb9014b7-f01354a7b916","rootDataFileId":-1,"checksum":{"type":"SHA-1","value":"b75a0b5d4c80ff74ce0725b09a06625607e02748"},"tabularData":false,"creationDate":"2023-03-16","publicationDate":"2015-11-01","lastUpdateTime":"2026-07-19T23:33:34Z","fileAccessRequest":true}},{"description":"","label":"Rapport beter én goedkoper op basis van gebruikersperspectief DEF-MinBZK-GBBO.pdf","restricted":false,"version":1,"datasetVersionId":33504,"dataFile":{"id":175619,"persistentId":"","filename":"Rapport beter én goedkoper op basis van gebruikersperspectief DEF-MinBZK-GBBO.pdf","contentType":"application/pdf","friendlyType":"Adobe PDF","filesize":3877091,"description":"","storageIdentifier":"surf://store:186eb904ce4-d4054159d77c","rootDataFileId":-1,"checksum":{"type":"SHA-1","value":"5bbb98597bdbab8202355fc306b0a9870143d2bb"},"tabularData":false,"creationDate":"2023-03-16","publicationDate":"2015-11-01","lastUpdateTime":"2026-07-19T23:33:34Z","fileAccessRequest":true}}]}}}