List of Service Models
Mass personalization
The mass personalization model uses the possibility of digitization to provide each person or organization with an individualized service configuration. This is typically done by dividing services into standard modules that can be individually combined as desired. For the addressee, this creates the impression that the service has been developed exactly according to their needs.
MijnOverheid
Netherlands
The government platform MijnOverheid offers various ways of using the administration’s services. For instance, individuals can apply for various permits or conveniently renew their passports through the system. Additionally, the platform can provide information such as the vehicles registered in an indi-vidual’s name.
20.02.2025
Mass personalization
The mass personalization model uses the possibility of digitization to provide each person or organization with an individualized service configuration. This is typically done by dividing services into standard modules that can be individually combined as desired. For the addressee, this creates the impression that the service has been developed exactly according to their needs.
Pre-filled tax documents
India
The Indian Income Tax Department has introduced the option of having personal data automatically filled in on income tax documents. Information such as income, place of work, and house ownership can be entered on the department’s website and transferred to the tax documents. Time can be saved by fill-ing out personalized forms. This personalization is possible for both online and offline filling.
20.02.2025
Lock-in
The lock-in model keeps the costs of migration to another service provider high, making it difficult to switch. As a business model, the approach primarily relies on proprietary technical systems such as software that often entails significant migration costs. Consequently, the customer is often not in a posi-tion to change software for economic reasons.
Loss of citizenship
Netherlands
The Dutch government seeks to prevent dual citizenship whenever possible. Therefore, adult residents can hold a second passport only in a few exceptions. Normally, they automatically lose their Dutch citi-zenship when they obtain other citizenship. If a father or mother loses their passport, their minor chil-dren do also.
20.02.2025
Lock-in
The lock-in model keeps the costs of migration to another service provider high, making it difficult to switch. As a business model, the approach primarily relies on proprietary technical systems such as software that often entails significant migration costs. Consequently, the customer is often not in a posi-tion to change software for economic reasons.
Transfer between universities
Switzerland
If students have a bachelor’s degree from École Polytechnique Fédérale de Lausanne, they can enroll in the master’s program without any additional requirements. However, if they wish to continue with the master ’s degree at the Swiss Federal Institute of Technology Zurich in the same program, they must un-dergo a competitive application process. This makes a possible transfer from Lausanne to Zurich diffi-cult, even though both universities belong to the Swiss Confederation.
20.02.2025
Quality variants
The quality variants model defines different service levels typically associated with different costs to the service recipient. To make the differences clear, catchy designations are often applied (e.g., A-Post or B-Post in Switzerland; 1st and 2nd class in public transport, etc.).
Fast track pass
Great Britain
Anyone who urgently needs to renew their passport, change personal details, or replace a lost passport can do so online in the UK using a fast-track process. The normal service can take up to 10 weeks and costs £75. The fast-track service takes one week and costs £142 for adults and £122 for children.
20.02.2025
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