Benchmark E&Y: een slimme inzet vraagt om een goede strategie

Vandaag heb ik de benchmark digitale dienstverlening 2012 van Ernst & Young in mijn inbox ontvangen. Interessante leesvoer, dus gelijk maar even geopend. Een paar van de conclusies:

– De Nederlandse overheid doet het ten opzichte van andere landen goed op het gebied van digitale dienstverlening.
– In haar visie op efficiënte dienstverlening beschrijft de overheid dat waar mogelijk digitaal contact met burgers en bedrijven de voorkeur geniet.
– Uit een onderzoek van de Universiteit van Twente blijkt dat vanuit gebruikersperspectief, e-mail het belangrijkste communicatiekanaal is voor de e-overheid.
– 88% van de gestuurde e-mails wordt keurig binnen twee werkdagen door gemeenten beantwoord.
– Ruim negen op de tien gemeenten (92%) beschikt over een Twitter “account” ten opzichte van 66% in 2011 (dit komt overeen met mijn onderzoek).

In de benchmark is ook een aantal aandachtspunten opgenomen. Omdat het aandachtspunt ten aanzien van sociale media zo interessant heb ik dat hieronder integraal overgenomen:

Benut kansen en beheers risico’s omtrent social media
Vandaag de dag hebben burgers via internet toegang tot laagdrempelige sociale platformen. Op een eenvoudige wijze kan informatie worden gedeeld of geraadpleegd. De kracht van social media zit in het snel, gemakkelijk en zeer direct communiceren met een grote groep mensen. Opvallend is het communicatiebereik dat een individuele burger kan hebben in deze digitale wereld. Het spreekt voor zich dat gemeenten anticiperen op deze ontwikkeling
[oh ja?]. Social media introduceren duidelijke kansen voor publieke instellingen maar ook risico’s zoals het ongeautoriseerd verstrekken van vertrouwelijk informatie. Een slimme inzet van social media vraagt om een goede social media strategie.

Ernst & Young citeert ook een zin uit mijn onderzoek van vorig jaar en wel de volgende: “gemeenten willen meer gebruik maken van social media, maar weten niet goed hoe”. Volgens de benchmark is het oprichten van een Twitterkanaal voor veel gemeenten een eerste stap. Wat op zich wel grappig is, want dat is dan ook vaak het enige dat veel gemeenten doen. Het beantwoorden van burgervragen [..] is minder gangbaar dan berichtgeving over nieuws, verkeer en evenementen. Alhoewel gemeenten wel de ambitie hebben om op meer interactieve wijze social media in te zetten, is nog lang niet altijd sprake van een heldere visie en een adequaat plan van aanpak.

Mijn conclusie
Een interessante benchmark, waar meer gezegd had mogen worden over de noodzaak tot interactie op sociale media kanalen. Digitale dienstverlening via sociale media staat in de kinderschoenen. In het stukje over kansen en risico beheersing wordt, vind ik, onvoldoende ingegaan op het gigantisch potentieel dat sociale media bieden op het vlak van dienstverlening. Nu is e-mail nog het meest gebruikte kanaal, maar over twee jaar is dat misschien Twitter of Facebook. En dan is het oprichten van een Twitterkanaal wel een hele kleine stap voor een mens, en een nog kleinere stap voor de mensheid!

Download hier de benchmark digitale dienstverlening 2012

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