Evaluation Consular Multi-Channel Service Delivery
November 2017 | Willem Pieterson
Willem Pieterson is executing a new research and consulting project for Ministry of Foreign Affairs in the Netherlands, the focus of the project is a policy evaluation of the consular service strategies.
Pieterson Strategic has been asked to provide a thematic policy evaluation on the topic of multi-channel management (2011-2017) for the Policy and Operations Evaluation Department (IOB) within the Ministry of Foreign Affairs (Netherlands). The project consists of four parts:
- Evaluation of relevant policy documents (e.g. plans, strategies, directives)
- Interviews with relevant stakeholders in the organization
- Analysis of relevant data on service delivery and service channels to assess effectiveness and efficiency of channel management
- Literature study on (consular) services and channel management