Design an online tool for the municipality: help with debts

As part of Digital Transformation, the Municipality of Hengelo has thoroughly mapped data and search information from citizens regarding debt issues. Across the Twente region (through the project ‘Twentse Koers’), the question now is: how do we ensure that citizens actually seek help when facing urgent and socially disruptive debt problems? The Municipality aims for a user-centered online approach to lower the threshold for citizens to ask for help.

PROBLEM DESCRIPTION

How do you ensure that citizens are more comfortable seeking help from the Municipality when it comes to a sensitive issue such as debt problems? Only when the first contacts are made and trust is established can potential assistance programmes be initiated. Guaranteed privacy and trust are essential in this process.

Reaching people with debt problems in the Municipality of Hengelo has greatly improved through data analysis, available trend data, and other information. The Municipality has made significant progress in making this data accessible, systematic, and up-to-date.

Other data and input can also be utilized, such as conversations held or experiences shared by specialised staff. The key is to “digitally listen” effectively and act upon that information. This way, the right people in need of help can be identified, and assistance can be provided.

The core issue: How do you design and establish a successful process to truly reach those who have urgent needs related to debt problems? Are user-centered online tools helpful in this, and how can human contact remain a crucial part of the process?

Possible (combinations of) outcomes:

• A communication campaign
• Adjusting processes and those of partner organisations (e.g., application procedures)
• Streamlining organisational processes
• Modifying information on the website to improve findability
• Collaborating within 'Twentse Koers' (a partnership of all 14 municipalities in Twente) to make a greater impact.

ASSIGNMENT DESCRIPTION

Based on refined data and insights into the search behavior of citizens regarding debt problems, you will analyze the opportunities for the Municipality to engage more directly with people in need of help. You will design a strategy and process to better utilize those opportunities. A user-centered online platform can be helpful, but establishing contact in a trustworthy manner is the most important factor.

PROFILE

As a student, you have a good understanding of communication and (online and user-centered) communication technologies. With your creative and expert perspective, you will design a new communication strategy and make initial proposals to implement it (step by step). The start date is autumn 2024.