Public Services in Digital Transition: The Driving Force of Customer Experience

Harald Pol; Tijs Timmerman; Evelien Besseling; Marlies van Steenbergen; Jeroen van Grondelle

doi:10.1080/01900692.2025.2488149

Public Services in Digital Transition: The Driving Force of Customer Experience

Harald Pol
, Tijs Timmerman
, Evelien Besseling
, Marlies van Steenbergen
, Jeroen van Grondelle

University of Applied Sciences Utrecht, Research Group Marketing & Customer Experience
University of Applied Sciences Utrecht, Research Group Digital Ethics

Research output: Contribution to journal › Article › Academic › peer-review

Abstract

Digitalization has become an indispensable part of public services. Nevertheless, the digitalization of public services is proceeding slower than expected and public service providers still have a long way to go. It appears that in many organizations, digitalization is aimed at protecting citizens in the institutional context, not at the citizen’s experience as a customer of public services. A qualitative study, exploring the views of both public service professionals and their customers, examined the factors that underpin the digital transformation lag among public service providers in the Netherlands, zooming in on the role of the customer perspective in the digital transformation. Results show that while improving the customer experience is high on the agenda for most organizations, they lack a clear picture of what drives customers to use digital services and channels. The paper concludes with recommendations on which drivers can be leveraged by organizations for a successful digital transformation.

Translated title of the contribution	Publieke Dienstverlening in Digitale Transitie: de Drijvende Kracht van Klantbeleving
Original language	English
Pages (from-to)	442-256
Number of pages	14
Journal	International Journal of Public Administration
Volume	49
Issue number	7
Early online date	15 Apr 2025
DOIs	https://doi.org/10.1080/01900692.2025.2488149
Publication status	Published - 20 Apr 2026
Externally published	Yes

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 11 Sustainable Cities and Communities

Keywords

customer experience
digital transformation
digital transition
public services

Research Focus Areas Hanze University of Applied Sciences * (mandatory by Hanze)

Entrepreneurship

Research Focus Areas Research Centre or Centre of Expertise * (mandatory by Hanze)

Digital Transformation

Access to Document

10.1080/01900692.2025.2488149Licence: CC BY-NC

Public Services in Digital Transition The Driving Force of Customer ExperienceFinal published version, 879 KBLicence: CC BY-NC

Cite this

@article{03598f1ae56044c597a30e820aad530a,

title = "Public Services in Digital Transition: The Driving Force of Customer Experience",

abstract = "Digitalization has become an indispensable part of public services. Nevertheless, the digitalization of public services is proceeding slower than expected and public service providers still have a long way to go. It appears that in many organizations, digitalization is aimed at protecting citizens in the institutional context, not at the citizen{\textquoteright}s experience as a customer of public services. A qualitative study, exploring the views of both public service professionals and their customers, examined the factors that underpin the digital transformation lag among public service providers in the Netherlands, zooming in on the role of the customer perspective in the digital transformation. Results show that while improving the customer experience is high on the agenda for most organizations, they lack a clear picture of what drives customers to use digital services and channels. The paper concludes with recommendations on which drivers can be leveraged by organizations for a successful digital transformation.",

keywords = "digitale transformatie, digitale transitie, klantbeleving, publieke diensten, customer experience, digital transformation, digital transition, public services",

author = "Harald Pol and Tijs Timmerman and Evelien Besseling and \{van Steenbergen\}, Marlies and \{van Grondelle\}, Jeroen",

year = "2026",

month = apr,

day = "20",

doi = "10.1080/01900692.2025.2488149",

language = "English",

volume = "49",

pages = "442--256",

journal = "International Journal of Public Administration",

issn = "1532-4265",

publisher = "Taylor \& Francis",

number = "7",

}

TY - JOUR

T1 - Public Services in Digital Transition

T2 - The Driving Force of Customer Experience

AU - Pol, Harald

AU - Timmerman, Tijs

AU - Besseling, Evelien

AU - van Steenbergen, Marlies

AU - van Grondelle, Jeroen

PY - 2026/4/20

Y1 - 2026/4/20

N2 - Digitalization has become an indispensable part of public services. Nevertheless, the digitalization of public services is proceeding slower than expected and public service providers still have a long way to go. It appears that in many organizations, digitalization is aimed at protecting citizens in the institutional context, not at the citizen’s experience as a customer of public services. A qualitative study, exploring the views of both public service professionals and their customers, examined the factors that underpin the digital transformation lag among public service providers in the Netherlands, zooming in on the role of the customer perspective in the digital transformation. Results show that while improving the customer experience is high on the agenda for most organizations, they lack a clear picture of what drives customers to use digital services and channels. The paper concludes with recommendations on which drivers can be leveraged by organizations for a successful digital transformation.

AB - Digitalization has become an indispensable part of public services. Nevertheless, the digitalization of public services is proceeding slower than expected and public service providers still have a long way to go. It appears that in many organizations, digitalization is aimed at protecting citizens in the institutional context, not at the citizen’s experience as a customer of public services. A qualitative study, exploring the views of both public service professionals and their customers, examined the factors that underpin the digital transformation lag among public service providers in the Netherlands, zooming in on the role of the customer perspective in the digital transformation. Results show that while improving the customer experience is high on the agenda for most organizations, they lack a clear picture of what drives customers to use digital services and channels. The paper concludes with recommendations on which drivers can be leveraged by organizations for a successful digital transformation.

KW - digitale transformatie

KW - digitale transitie

KW - klantbeleving

KW - publieke diensten

KW - customer experience

KW - digital transformation

KW - digital transition

KW - public services

U2 - 10.1080/01900692.2025.2488149

DO - 10.1080/01900692.2025.2488149

M3 - Article

SN - 1532-4265

VL - 49

SP - 442

EP - 256

JO - International Journal of Public Administration

JF - International Journal of Public Administration

IS - 7

ER -

Public Services in Digital Transition: The Driving Force of Customer Experience

Abstract

UN SDGs

Keywords

Research Focus Areas Hanze University of Applied Sciences * (mandatory by Hanze)

Research Focus Areas Research Centre or Centre of Expertise * (mandatory by Hanze)

Access to Document

Fingerprint

Cite this