Yesterday, more than 100 researchers working in the Dutch government met in Utrecht. The government-wide research community held its first real-life event, and the organization had to ask participants to attend with just 5 persons per government organization. If you had told me this 10 years ago, I wouldn’t have believed you. So many researchers […]
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Around the turn of the year, I usually write a review of the past year. And this year, of course, it is about my doctoral research. The 2022 retrospective blog was about how I set up my research on government services that are good for (the) people. Since this year, I have been sharing an […]
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Executor and service provider
Are government organizations such as the Executive Agency of Education an executor or a service provider? In this blog, I argue that we are both. And that we must learn to connect those two roles. Last week the directorate at the Executive Agency of Education (DUO) where I work, for those in the know the […]
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Trusting the process is not enough
A well-known saying among designers is trust the process. Indeed, since I started working in government 10 years ago, as a designer of (digital) government services for citizens, I have often heard and said that you have to trust the process. In this blog, I tell you why that’s not enough when it comes to […]
Design in government is gaining momentum in the Netherlands. At implementing organizations, there are more and more design teams and at ministries, service and policy designers are increasingly being hired; the Ministry of Justice and Safety has even started a Makers Collective. External agencies have been setting up design projects with and in public organizations […]
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The value is in the classroom
The Social Security Bank in the Netherlands once came up with the term ‘working from purpose’. You are faced with a complicated situation and think “what was ever the purpose behind this?” Legislation is made from such a social purpose to organize and shape society in a certain way. We make policies for that, such […]
At the entrance to the coffee room was a large sign “Welcome Maike from Delft! I was given my own key to a wonderfully quiet study and everyone made time for me. I am talking about my week at Karlstad University, where I visited the Service Research Center. In this blog, a travel report. Just […]
Good resolution for 2023: visit your help desk for a day. This fall, I visited colleagues at DUO’s Customer Contact Center twice. At the invitation of my colleague Maureen, whom I happened to run into somewhere. I have resolved to do this every two months because really, I am amazed every time at how much […]
When I saw yet another manel (panel of white men) in a photo on twitter yesterday, a panel that I myself could have been among, I was angry. I angrily texted my girlfriends and then went off to rage row 10km in the canal of Groningen. You should never blog angry right away, always let […]
‘Nice this story about customization, but surely that can never be done for everyone?’ That was the first question I got from the audience the other day when I gave a lecture at a government organization about The Compassionate Civil Servant and the relationship citizens have with government. I was confused. I hadn’t mentioned customization […]