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L o a d i n g . . .

Featured in Open Outsourcing: using Twitter as a first point of contact for the Dutch Central Government

16 Oct 2014

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In the latest edition of Open Outsourcing, you can read all about how we successfully launched Twitter as a new contact channel for the Central Dutch Government. Since the beginning of this year, citizens can also ask questions regarding national policy, laws and regulations via @Rijksoverheid.

A driving force behind the move was a desire to become a more open and transparent organisation by being present on social media. Arvato worked closely with the Dutch Government to define a set of guidelines which would empower the social media customer service advisors to shape their responses. By focusing on helping the team to make their own judgement calls, the advisors are able to better react to different live situations. Read the complete story in ‘Empowered people using an empowered medium’.


A successful partnership

Arvato has been a partner of the Dutch Central Government (Informatie Rijksoverheid) for the past six years, providing customer service. At Informatie Rijkoverheid, we help and inform citizens on questions regarding national policy, laws and regulations in the Netherlands. We are the central point of contact for all the ministries and other government organisations, including the The Dutch Inspectorate of Education and the Rent Tribunal.

2008: start customer service via telephone and e-mail

2013: contract renewal, including second line customer service

2014: start service via Twitter


About Open Outsourcing

In 2012 Arvato UK launched “Open Outsourcing” as a series of thought leadership reports, tackling different topics in outsourcing with the help of our clients and business partners. Rather than focusing on the theoretical or futuristic, we want to create and share a real-world perspective on outsourcing today by hearing directly and honestly from those people involved. Open Outsourcing won an award for ‘Best Contribution to the Reputation of Outsourcing’ by the National Outsourcing Association in 2013. You can read more about the concept here:

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