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2004

Empires reorganize

By Rachida Azough

Lessons learned in British Customer First project could save Dutch municipalities millions

De Volkskrant, 08 April 2004

Based on an interview with PA's Johan Lourens and Hans Triesscheijn, this article in the Netherlands' second biggest newspaper discusses the effectiveness of Dutch city councils, and mentions PA's work with Westminster City Council in London as an example of best practice.

City councils' annual costs in the Netherlands have increased by on average 6.5% per year over the last seven years, and the number of city council officers rose to 23,000 – but at the same time some councils are withdrawing from providing certain services, which means less service but higher costs to residents and businesses.

  • The full article is available only in Dutch. To view it please select 'Nederlands' from the menu of languages seen in the window on the top right, and press 'Go'.

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* More about PA's award-winning work for Westminster City Council, London