The Hague – Pro-active Calls

Building trust with citizens

Support, the department in Social Services that administers the “back office”, noticed that their customers often didn’t know what was expected of them or were unpleasantly surprised by letters from the department. To solve this, Cnote developed and introduced a program called “Pro-Active Calls” to inform customers in advance about potential changes to their social assistance benefits, what the consequences are, what they need to do and what Support will do. This resulted in a major increase in satisfaction (12% more customers are satisfied) and reduction in inbound calls, complaints & costs.

What we did

✓ In-depth interviews
✓ Journey Mapping
✓ Identify and realize quick wins
✓ Design of call protocol
✓ Run a pilot, including measurement
✓ Team training, including development of training materials