The Social Services department offers a wide range of services, from travel passes (Ooievaarspas) to income support, all of which require interactions to apply for and receive the services.

The team at The Hague wanted to understand better the results coming out of a quantiative satisfaction survey. While positve overall, the data left room for deeper exploration. Our goal was to:

• Understand the “why” behind the survey results.
• Identify what works well and what needs improvement.
• Turn feedback into concrete ideas for better citizen journeys.

The roundtable approach created space for real stories and practical insights.

• Citizens openly shared their experiences of the department’s service delivery.
• Emotional context and personal perspectives became clear.
• Strengths and weaknesses in service touchpoints were uncovered.
• Concrete, actionable ideas for service improvements emerged.