Applying for welfare is often not an easy task. Citizens are often required to submit numerous documents and proof in order to determine whether someone is eligible for welfare and the amount of welfare they are entitled to.
The municipality of Sittard-Geleen asked BISS to help improve this process. How can the welfare application be made easier and more understandable for citizens by leveraging knowledge from data science and behavioral sciences?
What are we doing?
In this project, we work closely together with the municipality of Sittard-Geleen to co-create a new process for the welfare application. To achieve this, we have mapped out the entire customer journey and identified pain points and opportunities. We analyzed available data, current systems and procedures, citizen experiences, insights from other municipalities, and scientific literature.
We are developing a blueprint for a new process, which we will refine into a prototype of the improved application system and an implementation plan. Additionally, we are assessing the effectiveness of these changes and their impact on the customer experience. This way, we can truly determine whether the application process becomes easier and more understandable for citizens.
