BZelf: from search bar to future-proof partner
How the service portal became what it is today, and where it will go from here
BZelf has been the main search engine for operational management information at BZ since 2022. Now it’s on the cusp of transformation. Launched as the definitive, round-the-clock source of information, products and services related to operational management, it will now become a pro-active service partner. All staff, but particularly those at missions, will note the shift from a ‘find it yourself’ system to a source of smart support.
The Operational Management Section (BBV) is the owner and driver of this change. Its ambition is clear: to ensure that BZelf makes life easier for staff members. But in an organisation that works around the clock and around the globe, how do you ensure that a service like this is truly future-proof? Explaining how this change will look in practice are Julian van Deursen, service designer for BZelf (HDBV/BBV), Lucienne Vermeer, division head at 3W and chair of the coordination group for services, and Ewa Fiuk-Cerrone, operational manager in Abu Dhabi. From their different perspectives, they talk about what a future-proof service means to them.
The future is connecting the dots in the provision of services
What exactly makes a service ‘future-proof’? ‘The answer is not to simply provide more information, but to ensure smarter integration of services across departments,’ says Julian. ‘A lot of staff members still think of BZelf as simply a source of information on operational management, even though its strength is that it brings services together.’ For postings for instance, the process begins with the job application and doesn’t end until the staff member leaves the mission at the end of the posting. ‘At present the various BZ services don’t always connect seamlessly.’ According to Lucienne, future-proof services ‘always try to stay one step ahead of the staff member using them’. So instead of responding to a question or problem, our aim is to provide a more pro-active service. ‘That means that staff won’t have to contact us as often, which will reduce pressure on the back offices and leave more time for complex and individual questions.’
Lucienne Vermeer, division head at 3W and chair of the coordination group for services 
Julian van Deursen, service designer for BZelf at HDBV/BBV
Steering further development
To improve BZelf, all the building blocks need to be in the right place first. A recent survey of missions revealed that BZelf has become a vital service link between The Hague and the missions. It is the crucial ‘click’ in our ‘click-call-face’ approach to operational management. But there’s still room for improvement. One major obstacle is language: staff at missions get stuck if English information isn’t available or doesn’t match the Dutch information. Centralisation is another goal. The distinctions between BZelf, the Self Service Portal (SSP) and Your Encyclopedia and Long List Of Wisdom (YELLOW) are not always evident. Even though BZelf and SSP are interlinked, this is not always clear to users. Finally, we've seen that users would like things to be less anonymous. They prefer personal interactions to generic forms. The feedback is loud and clear: staff at missions need to be able to trust that information is identical in English and Dutch. And information and services need to be user focused. That’s primarily a question of clear design and language.
In the coordination group for services, which meets every month, the Consular and Visa Affairs Department (HDCV), Human Resources Department (HDPO), Financial Service Organisation (FSO), Housing and Real Estate Worldwide Department (DHF), Information and Digital Innovation Department (IDI) and 3W discuss BZ-wide services at tactical and strategic level. ‘We keep each other alert, ensure consistency, inspire each other and make clear to our users what they can expect from us,’ says Lucienne. ‘By doing that, we’re strengthening not only the quality but also the cohesiveness of services.’ The coordination group also serves as a steering group for BZelf. ‘Together, we're setting out a path for further development and setting course towards an integrated provision of services that support staff and help prevent overburdening.’ We also involve the missions in what’s going in The Hague. When there are big projects under way in The Hague that will impact the mission network, we do our best to keep everyone on the same page.’
‘The biggest improvement doesn’t have to do with the portal itself, but with changes behind the scenes. We’re shifting the focus from the divisions and departments that provide services to the individual staff members who use the service. When you order a fridge online, the company’s service doesn’t stop when you click ‘buy’. They’ll also bring it into your house and get rid of the old one for you. That’s exactly the kind of comprehensive customer experience that we want to offer. Staff at a mission shouldn’t be trying to figure out which department does what. BZelf should be making that easy for them.’ - Julian van Deursen
Beeld: © BZ
Ewa Fiuk-Cerrone, operational manager at the mission in Abu Dhabi
From informal networks to one point of contact
Feedback from the missions illustrates how BZelf has quickly become an indispensable resource. Ewa Fiuk Cerrone has been operational manager in Abu Dhabi since 2022. She explains: ‘Before BZelf, I think staff were a lot more dependent on their own network of colleagues in The Hague and at other missions. Reliable information wasn’t always readily available, so it took time and effort to get things done. Not only because of time differences, but also due to slow communication.’ BZelf has made our work at the missions much easier and more efficient. ‘Most information is already available, and I use BZelf daily for quick access to documents, regulations and other things.’
‘In a year’s time, I hope BZelf will be the one and only portal for staff looking for information about operational management – the single location where they can quickly find the answers they need. Our aim is to have even fewer SSP calls and a lot more clicking through to answers. But if you can’t find what you need, you can always call +31 (0)70 348 4000 to speak to one of the five experienced BZelf influencers who can answer your question.’ - Lucienne Vermeer
BZelf is a work in progress
‘Increasingly, when staff have questions, BZelf has the answers,’ says Lucienne. ‘BZelf is not a project with a completion date, but a continually improving, pro-active partner in the provision of services,’ adds Julian. And there are a lot more opportunities on the horizon. One is the implementation of artificial intelligence, which will play a major role in services in the future. Lucienne: ‘For instance, smart chatbots, personalised information and data-driven insights that help us anticipate users’ questions.’ What’s next? Julian explains: ‘We're currently sketching out our vision for the future. In sessions with the coordination group for services and the operational management departments, we’re setting out a roadmap for 2026 and beyond based on our findings so far.’
If you have suggestions for BZelf or would like to contribute to its further development, send an email to bbv@minbuza.nl.
Beeld: © BZ / Josje Deekens