Abstract - This study investigates the Business Process Management (BPM) maturity and process performance of the Dutch Department of Defence (DDoD). Like any other organisation, defence departments use BPM to manage their daily business processes. Despite using BPM, the organisation has never undertaken …

Design/methodology Organisations are digitising the customer journey at a fast pace but have no idea what the effects of digitisation will be on customer experience and customer relationships. This paper describes two studies on digitisation in customer contact and the effects on customer experience …

Interactivity as part of journalistic narratives is a common practice in newsrooms around the world. Interactive journalistic narratives developed as a subgenre of online journalism in the decade following Snow Fall: The Avalanche of Tunnel Creek (The New York Times, 2012) after which news organisations …

To gain insights into what business model-building and model-changing aspects make physiotherapy primary healthcare organisations (PTPHOs) attain and sustain superior performance in a changing environment, according to their managers.

Background: Since 2006, business principles have been introduced to foster efficient healthcare by way of managed competition. Managed competition is expressed by a contract between a health insurer and a physiotherapy primary healthcare organisation (PTPHO). In such a managed environment, PTPHOs have …

In cities worldwide, tools for citizen-centric local initiatives to facilitate collaboration and joint decision-making are deployed as alternatives to the use of large corporate social media platforms such as Facebook. These community platforms often aim to empower users and enable civic participation …

SMILES is an international project where six organisations from three countries are collaborating to develop and test innovative approaches to combating the spread of fake news. The project is led by KB, the National Library of the Netherlands and the other partners are the Institute of Sound and Vision …

This study addresses the role of a Dutch chief information security officer (CISO) and the soft skills required in this leadership role. The overview of soft skills is the outcome of the CISO perspectives in a Delphi study combined with an analysis of soft skills mentioned in job ads. A comparison with an …

Hoe veilig is het internet voor jongeren? Zijn online pesterijen, seksuele intimidatie en online oplichting eerder uitzondering of regel? Hoe gaan jongeren om met desinformatie en nepnieuws? Kortom, wat speelt er in deze coronatijd nu jongeren nòg meer afhankelijk zijn van internet? Dit rapport beschrijft …

Recently, the international security situation has changed significantly. Mutual trust between states has declined sharply. Policy makers of states and international organisations often no longer know where they stand. In 2016, the Oxford Dictionary proclaimed ‘post truth’ the word of the year.1 In …