Customer Journey: Public Space Reports

In the summer of 2019, the municipality launched a customer journey for “Public Space Reports.” A customer journey involves the municipality interviewing a number of residents about their experience during the process of filing a report or requesting a product or service. This covers the entire process, from the initial report or request through to resolution.

We decided to create a customer journey for “Public Space Reports” because this is one of the most common services that residents interact with. Additionally, this service received the most comments and suggestions during the citizen survey (Waarstaatjegemeente).

Procedure

For the summer of 2019, we conducted about ten interviews with residents regarding the public space reporting system. The interviews highlight areas where improvements can be made in the public space reporting process.

As a second step, a group of employees from the field, the customer contact center, and a neighborhood manager came together to map out two customer journeys. They created a current customer journey and collaboratively explored ways to improve the future customer journey. The light blue line represents the current customer journey, and the thick dark blue line represents the future one.

Conclusion

The main conclusion of this meeting was that residents are satisfied with the reporting process. Only the wait while the issue is being resolved and an unsatisfactory response lead to negative experiences.

In addition, it became clear that the municipality could provide more information about the level of maintenance required for outdoor spaces—for example, how tall weeds are allowed to grow and how much litter is permitted—as well as about the biennial tree safety inspections.

Once residents are better informed about these issues, the number of reports is expected to decrease.

Improvements

The municipality has already implemented concrete improvements to the website by raising awareness of the “Mijngemeente” app. We are going to thoroughly review the reporting process to make it simpler. Residents have indicated that they would like a more detailed response when their report is resolved. Residents greatly appreciate receiving a photo of the location once the report has been resolved.

Thank you for your hard work!

The municipality is pleased with the results and the improvements that have been initiated based on the interviews, and thanks the residents who contributed to this effort.