What is Electronic (digital) Service Counter

Adaptation of electronic forms (e-forms) seems to be a step forward to reduce the burden for people who fill in forms. Municipalities more and more offer e-forms online that can be used by citizens to request a municipal product or service or by municipal employees to place a request on behalf of a citizen. The impression exists that not all users of municipal e-forms are entirely satisfied about the current e-forms. To improve the customer satisfaction a shift must be made from a supply-led to a demand-led approach, including possibilities for tailored information and services. A municipal e-form can automatically adjust to the background, knowledge, interest, goals and restrictions of the user. The user can also adjust the form to his/her needs. Adaptive municipal e-forms can be used for different purposes, that is to make an appointment, to announce a change of address, or to request a passport or building permit. This chapter describes how municipal e-forms can be improved by the use of adaptation.