Digitalisering is een beroepsproduct gericht op het geven van een voorstel aan een instantie om de digitalisering binnen de organisatie te verbeteren voor zwakkere groepen. cijfer: 9
There is no proper link between target audience and improved digitalization.
By: salouatamazight • 4 year ago
By: Chaima123 • 4 year ago
Seller
Follow
soumia_hasnaoui
Reviews received
Content preview
VERBETERVOORSTEL
De Belastingdienst
Soumia El-Hasnaoui
SJD 2A
Digitalisering in de beroepspraktijk
1417SD01Z
,Voorwoord
Voor dit verbetervoorstel wordt er een onderzoek verricht naar de kwaliteit van de
digitale dienstverlening bij de Belastingdienst. De doelgroep van het onderzoek zijn de
laaggeletterden. Het onderzoek gaat over hoe de laaggeletterden de digitale
belastingaangiften ervaren.
2
, Inhoud
Hoofdstuk 1............................................................................................................................................ 4
1.1. Aanleiding....................................................................................................................................... 4
1.2. Probleembeschrijving.................................................................................................................. 4
1.3. Doelstelling.................................................................................................................................. 4
1.4. Leeswijzer................................................................................................................................... 4
Hoofdstuk 2............................................................................................................................................ 6
2.1. De publieke dienstverlening........................................................................................................ 6
2.1.1. De taken van de belastingdienst........................................................................................... 6
2.1.2. Hoe kan je in contact komen met de Belastingdienst...........................................................7
2.1.3. Inloggen................................................................................................................................ 7
2.1.5. De doelgroepen van de Belastingdienst...............................................................................7
2.2. De klantgerichte organisatie........................................................................................................ 7
........................................................................................................................................................... 7
2.3. Klanttevredenheid....................................................................................................................... 8
2.4. Eerder verricht onderzoek........................................................................................................... 8
Hoofdstuk 3............................................................................................................................................ 9
3.1. Belanghebbendenanalyse........................................................................................................... 9
3.1.1. De laaggeletterde................................................................................................................. 9
3.1.2. Manager kwaliteitszorg......................................................................................................... 9
3.3.3. Belastingdienst..................................................................................................................... 9
3.2. De gevolgen van digitalisering publieke dienstverlening.............................................................9
3.2.1. De gemeente (macroniveau).............................................................................................. 10
3.2.2. Belastingdienst (mesoniveau).............................................................................................10
3.2.3. Cliënt (microniveau)............................................................................................................ 10
3.3. Beoordeling digitale publieke dienstverlening............................................................................10
3.4. Onderzoeksresultaten praktijk................................................................................................... 12
Hoofdstuk 4 Advies.............................................................................................................................. 14
4.1. Conclusie................................................................................................................................... 14
4.2. Advies....................................................................................................................................... 14
Literatuurlijst..................................................................................................................................... 16
Checklist.............................................................................................................................................. 17
............................................................................................................................................................. 17
Enquêtevragen digitale dienstverlening Belastingdienst......................................................................18
3
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller soumia_hasnaoui. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.06. You're not tied to anything after your purchase.
