Service design in the public sector

A summary of the SDN Netherlands chapter event that was held on September 25, 2024 at the Gemeente Amsterdam

Service design in the public sector focuses on creating and improving services that are user-centered, efficient, and accessible to all citizens. It involves understanding the needs of diverse stakeholders and designing processes that enhance the delivery of public services, in a complex environment with very specific challenges compared to private sector.


During the event, our four speakers presented their cases, provided opportunities for questions and discussions with participants. We concluded the event with networking.

The first talk was delivered by Marloes Meerburg, who works as a service designer at Gemeente Amsterdam. Her presentation focused on a project for emergency help and support of Ukrainian refugees coming to Amsterdam following the Russian invasion of 2022.

Hoi Kee Wong works as a Product Developer at Rode Kruis Nederland. In her presentation she shared her experience setting up RefugeeHomeNL, a digital platform to connect Ukrainian refugees with private citizens offering temporary shelter.

Tibbe Titulaer is Service Design Lead for entrepreneurial services at Gemeente Den Haag. His case showed the process to define, build and operationalise specific services for financial support of entrepreneurs and business owners in Den Haag.



Nina Timmers is a Senior Advisor for Innovation at the Dienst Justitiële Inrichtingen. She shared a project aimed at developing an educational programme for youth in prisons that’s fit for independent use during the time they spend in their room.


Thank you to our speakers and specially to Marloes Meerburg and Gemeente Amsterdam for hosting this event.

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