“Seeing the question behind the question is important in our service delivery.” So says Mirjam Koster-Wentink, Director-General of DUO. She has been at the helm of the Education Executive Agency (DUO), where around 3000 people work, since May.

 

Then Koster-Wentink When she started in her new role at DUO, she began listening in on the contact centers, she tells the FD. She noticed how customer service representatives ask follow-up questions to get to the bottom of the story behind a query. This enables them, among other things, to provide students with sound advice regarding the financial aspects when someone wants to drop out or change studies. Every year, DUO receives 1,2 million phone calls regarding topics such as enrollment, student finance, and repaying student debt.

In the interview, Koster-Wentink also draws attention to the complexity of laws and regulations. DUO has been providing annual overviews for quite some time for the State of ExecutionDUO is also advocating within the Network of Public Service Providers for rules that are simpler and, above all, better aligned. In practice, simplification for citizens often leads to increased complexity for the implementing agencies. Furthermore, as the FD explains, DUO also faces frequent far-reaching changes to the student finance system. This constantly creates new groups of customers who have to deal with various old and new regulations.

Read the full article on FD.nl

Customer Experience, Featured