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From governing body to business service desk: integrated improvement
- EIFFEL
How do you, as a municipality, give concrete shape to ambitions such as reducing regulatory pressure and improving services for entrepreneurs? Gemeente Eindhoven found the right knowledge and expertise at EIFFEL to make these ambitions a reality. The result: a functioning business service desk, clear customer journeys, and less regulatory burden. In this case, you’ll read how policy ambitions were translated into practical, measurable outcomes for entrepreneurs.
The challenge: ambitions without execution power
In the 2022–2026 Administrative Agreement, the municipality of Eindhoven set out clear goals: establishing a business service desk and reducing regulatory pressure. Responsibility lay with the Economic Affairs department, but the capacity to deliver was lacking.
The municipality was looking for a partner that could not only execute, but also think along on the design and integration of business services. EIFFEL was asked to support the coordination of the business service desk, improve service delivery, and simplify regulations.
The approach: entrepreneurs at the center, services integrated
The implementation program started in Q4 2023. We redesigned the four key channels for entrepreneur inquiries—phone, front desk, email, and online—and created stronger alignment between them. In early 2024, the municipality launched the digital platform www.ondernemendeindhoven.nl
as a single point of entry for all products, services, and themes. The platform logically connects relevant information and actively refers users to ecosystem partners.
At the same time, the Customer Contact Center (KCC) was set up to handle entrepreneur inquiries. A new phone menu option, trained staff, and a front desk function provided entrepreneurs with clear and accessible entry points. The Economic Affairs department worked closely with, among others, Permits, Taxation, and Safety.
Using customer journeys, 60 products and services for entrepreneurs were analyzed together with partners such as KvK, VNO-NCW, and Brainport Development. From the entrepreneur’s perspective, these journeys revealed friction, ambiguities, and opportunities for improvement. In parallel, work began on removing or clarifying unnecessary rules. What doesn’t make sense should either be explained better (understand) or removed (eliminate). Not a one-off effort, but a continuous focus.
The result: a service desk that works and services that fit
The business service desk is now firmly embedded. By the end of 2024, the digital platform had attracted more than 20,000 unique visitors and over 50,000 page views. From Q2 2024 onward, the KCC handled 8,000 conversations with entrepreneurs, more than 3,300 of which came through the new phone menu option. In addition, the central email inbox processed around 100 entrepreneur inquiries.
The first results of the “Understand or Eliminate” program are also visible: multiple regulations have been adjusted or are in the process of being changed. Entrepreneurs experience noticeably more clarity and a reduced administrative burden.
The future: continuous improvement
Business services continue to evolve. The municipality of Eindhoven uses feedback from entrepreneurs, partners, and internal departments to keep the service desk relevant and up to date. Coordination is now firmly positioned within the Economic Affairs department.
Want to know more?
Interested in setting up a business service desk or improving your services? EIFFEL is happy to think along with you.
