City Service Counter of the Future - Amsterdam
Assignment
As with many other municipalities, budget cuts were a central concern for the city of Amsterdam. In 2012, the city had over fifty front-office locations. RMC was asked to develop a new service concept for all public services from a retail perspective. The challenge was to reduce costs without inconveniencing the public. In fact, the new concept aimed to increase customer satisfaction while lowering costs.
Approach
- Conducting quantitative and qualitative analysis of the service offerings using a service scan.
- Developing a service delivery vision in which all channels are aligned.
- Designing a new counter concept in collaboration with design agency Buro Loods.
- Setting up management models and operational control organizations using knowledge from the retail sector.
- Developing a business case for the service concept.
- Implementing the new concept, including staff training and rolling out test locations.
Result
In 2013/2014, seven new city service counters were successfully established. Amsterdam residents can now renew their passports and apply for social benefits at the same counter. The new service counters have significantly reduced waiting times and greatly expanded the range of services offered.
Vestigingsplaatsonderzoek om potentie nieuwe locaties Street Jump te bepalen Vestigingsplaatsonderzoek.
Vestigingsplaatsonderzoek om potentie nieuwe locaties Street Jump te bepalen Vestigingsplaatsonderzoek.
Vestigingsplaatsonderzoek om potentie nieuwe locaties Street Jump te bepalen Vestigingsplaatsonderzoek.
Vestigingsplaatsonderzoek om potentie nieuwe locaties Street Jump te bepalen Vestigingsplaatsonderzoek.
Vestigingsplaatsonderzoek om potentie nieuwe locaties Street Jump te bepalen Vestigingsplaatsonderzoek.
What are others saying?
We are very satisfied with the services and reports provided by RMC, which give us valuable insights into the footfall and visitor flows in Haarlem City Center. Using these valuable insights, we can implement our marketing campaigns more effectively. This results in widespread benefits not only for us, but all sectors of our city.
The choice for RMC was a logical one for us, as it best aligned with our needs and the available budget. We are very satisfied with the collaboration so far and look forward to getting even more out of the reports in the future. The monthly reports help us understand where our visitors come from, allowing us to target promotions more effectively in surrounding neighborhoods. With the visitor profiles, we can further refine our marketing efforts.
The RMC reports provide us with direct information on the correlation between activities in the city center and the deviation in footfall resulting from these events. Aside from this it allows our entrepeneurs to gain reliable insights into consumer behaviour. Most notably where, when, and how long visitors stay in Sneek. If you want to make a difference, this information is crucial.
What are others saying?
We are very satisfied with the services and reports provided by RMC, which give us valuable insights into the footfall and visitor flows in Haarlem City Center. Using these valuable insights, we can implement our marketing campaigns more effectively. This results in widespread benefits not only for us, but all sectors of our city.
The choice for RMC was a logical one for us, as it best aligned with our needs and the available budget. We are very satisfied with the collaboration so far and look forward to getting even more out of the reports in the future. The monthly reports help us understand where our visitors come from, allowing us to target promotions more effectively in surrounding neighborhoods. With the visitor profiles, we can further refine our marketing efforts.
The RMC reports provide us with direct information on the correlation between activities in the city center and the deviation in footfall resulting from these events. Aside from this it allows our entrepeneurs to gain reliable insights into consumer behaviour. Most notably where, when, and how long visitors stay in Sneek. If you want to make a difference, this information is crucial.
RMC
Marnixkade 109F
1015 ZL Amsterdam
