Self-serve practitioner toolkit

Relational Service Self-Assessment

A printable 20-statement worksheet to score one online public or civic service against the four pillars of relational governance—grounded in Administrative Burden research (Herd & Moynihan), Dutch Wmebv care duties, and OECD digital government standards—and turn your lowest scores into a concrete 90-day action plan.

Who it's for

  • Independent practitioners and consultants working on digital service quality
  • Service designers, content designers, and UX researchers
  • Civic and nonprofit service teams who want a structured 60–90 minute conversation about how their service relates to the people it serves

What's included

  • Printable PDF worksheet (20 diagnostic statements across 4 pillars, 5 per pillar)
  • 0–2 scoring rubrics with evidence prompts and pillar reflection guides
  • One-page 90-day team action plan template
  • Facilitation guide for solo or team workshops (60–90 minutes)
  • Organisation-wide licence to copy and use within your own team

€49.00 incl. 21% VAT (€40.50 excl. VAT)

Reflection and design tool — not a formal legal audit or compliance certification.

⬇ Inspect free 3-page Sample PDF

Automated self-serve checkout is in final setup. You can order the full 20-statement PDF Toolkit right now by invoice—we will send the PDF download and a standard VAT invoice from Humanity Solutions (KvK 71110178) by email.

Order the Toolkit by invoice (€49)

Orders go through the contact form, where you confirm immediate delivery. See the terms of sale.

Free 12-statement interactive diagnostic

Free 5-minute Relational Service Check

Score one service across these 12 core statements (0 = Not yet, 1 = Partly / inconsistent, 2 = Clearly true). Everything runs in your browser; nothing is sent or stored.

Try it with an illustrative example profile:

Pillar 1 · Reaching Out

1. Proactive life-event outreach

People learn about the service (or their eligibility) before they miss a deadline or incur a penalty.

2. Plain-language entry from human need

The first screen explains in plain language who the service is for, what is needed, and what happens next.

3. Ethical Once-Only pre-fill

Information already held by the organisation is reused (with consent) instead of demanded again.

Pillar 2 · Mutual Thriving

4. Room for human context

People can add context or explanation in their own words, not only fill in rigid fixed fields.

5. Live two-way status visibility

People can see the real-time status of their case, expected timing, and what they can still do.

6. Active feedback loop

Feedback can be given at the moment of use, and the service team reviews and acts on it regularly.

Pillar 3 · Compassionate Efficiency

7. Good-faith default & proportionate checks

The process assumes good faith by default; verification checks are proportionate to the actual risk.

8. Forgiving error recovery (herstel van verzuim)

Honest mistakes or missing documents can be corrected easily within a grace window without punishment.

9. Citizen-saving automation

Automation removes effort and waiting for the citizen, rather than shifting administrative work onto them.

Pillar 4 · Technology that Weaves

10. Plain-language rule & algorithm transparency

Data sources and automated rules used in decisions are explained openly in plain language.

11. Warm human handoff with context

People can reach a real person when an automated step affects them—without repeating their story from scratch.

12. Inclusive & assisted-digital parity

The service works smoothly with assistive technology, low digital literacy, or offline/telephone support.