1. Governmentwide Webcare
and Social Media
Network
@theozijderveld
@edgarmerbis
@webcareoverheid

2. Percentage of Dutch internet users (15+) active on…

3. Webcare:
• scanning social media networks for customer opinions
and answering questions;
• and by doing so, improving the relationship between
government and citizens.
Digital customer service / Community Management /
Reputation Management / eCare

4. Web sources for webcare

6. Reasons for starting webcare
• Better Customer Services
• Being there
• Monitoring what’s happening online
• Engagement and loyalty
• Reputation
• Innovation
• Social Search

11. The Organization of Webcare
• Communications
• Customer Service
• Web / Internet
Webcare is part of….

12. Number of people spending time on webcare (fulltime+parttime)
FTE reseved for webcare

13. Network activities
• Seminars
• Educational and training programs
• Research
• Connecting people and organizations

16. Plans for 2013-2014
• In 2013 and 2014 we will investigate the way EUinstitutions and EU countries are using social media for
communication with their citizens.
• We are planning to organize a study trip to an EU
Country.

17. Best Practices in Europe….
WHICH COUNTRY SHOULD
WE VISIT?