ABSTRACT
Contemporary Dutch public administration increasingly uses new information and communication technologies (ICTs) to support its service delivery (see Bekkers, Zouridis and Korsten 1998). As in many other European countries, Dutch municipalities experiment with one-stop shops. National government has also initiated new experiments (see, for an international comparison, Lips and Frissen 1997). For instance, the Student Loans Agency tries to optimise its accessibility by means of ICTs. Students are able to use the traditional paper forms to communicate with the agency, but they can also use their smartcards or the Internet.
