Stadsbank Oost Nederland
Unburdening caregivers with the Debt Assistance Portal
A digital platform that simplifies and accelerates debt assistance
"How can services be made more efficient, transparent and accessible?"
Municipalities offer debt assistance to citizens to solve debts and financial issues. The Municipality of Enschede also ran into issues of self-reliance, transparency and more efficient service delivery. These include questions such as "How can we better answer citizens' questions about their ongoing financial affairs?" and also "How can services be made more efficient, transparent and accessible?". In addition, it is important to make a citizen with debt assistance more self-reliant. For this reason, we created a Debt Assistance Portal for Stadsbank Oost Nederland. Meanwhile, the cooperation has been running for eight years. The solution has been and is continuously worked on with a permanent team.
24/7
As a citizen insight into the state of affairs
60 / 70%
Uses the mobile app
93%
Of those seeking help use the portal
Project details
Client
Partners
Expertise
Industry
Real-time access
Citizens have 24/7 access to the state of affairs. All statements can always be viewed in real time, so they never have to fall behind in information. Current payments, debt settlement status and social credit status are all instantly accessible.
The citizen can always view the application, view the current (repayment) status per creditor, view statuses of approvals and/or rejections, see repayments and outstanding items, etc. It gives the citizen a piece of security, a piece of support in a difficult period for him.
Citizens gain a better understanding of their financial situation
Secure access
Because the portal displays not only personal but also financial data, secure access is a must. Thanks to logging in via DigiD and the guarantee of the arrangement of security matters (including an annual ICT security assessment by Logius), data security is guaranteed.
Budget management
Citizens can submit payment requests through the portal. The personal counselor checks them and handles the request. The citizen can also view and change periodically entered payments or submit new requests. If the citizen is entitled to an additional budget, he can dispose of his own money to spend.
In this case, the citizen can make a withdrawal from the budget management pot through the portal in order to receive freely available money in their own account. It gives the citizen some freedom within their freely available space.
Citizens are in the debt remediation process faster
Message box
Communication is very important. Especially when a citizen is in a difficult situation, he would like to be informed of the latest issues. The communication function (a form of a message box/mail function) within the protected environment provides this opportunity. Through the portal or app, the citizen can see how communication with creditors is progressing. It also allows citizens to communicate in their own personal environment with their counselor(s). The municipality determines in advance which counselor will be linked to the citizen. Through the communication tool, the citizen can exchange information about the services and products with his personally assigned counselor(s).
Mobile app
Many citizens who used the portal did so via the mobile site, this was about 60%-70% of the portal visit. So we also see an upward trend in this target group when it comes to mobile internet usage.
An app for the Debt Relief Portal could not fail to appear. Through this app, citizens can use the same functionalities as in the portal. However, thanks to the app, this is now also easily accessible on mobile and the display is optimized for mobile use.
Higher self-reliance
Experience with the web portal shows that citizens in debt assistance have a great need for information, about current payments, financial possibilities and debt repayment. The portal and app make this possible. Even more important are the positive signals the municipalities receive from citizens about the use of the portal. They experience the information as well-organized and clear and are happy that they can arrange much themselves through the portal and/or the app. For example, 93% of debt assistance clients use the portal and/or app. Of this group, as many as 60% log in monthly and 10% even daily. In this way, a large group of citizens are helped with their self-reliance.
"Innovadis is a party that thinks like their customer, maneuvers like their customer and creates a future for their customer."
Let's create positive
impact together!
Our information
Brouwerijstraat 1-A1
7523 XC Enschede
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