Case study Government Policy Organization: Balancing Accountability and Transparency
A policy organisation within the Dutch central government faced the challenge of collecting, processing, and making large volumes of digital communication—such as chat messages, documents, and emails—available in a structured and careful manner. The urgency stemmed from increasing pressure due to accountability legislation, such as the Open Government Act (Woo) and the Archives Act.
Working within a complex context
Highberg supported this organization using a methodology that met the legal and regulatory requirements while remaining grounded in the practical realities of the workplace. The project took place in a politically sensitive environment, where media attention and public scrutiny also played a role. Special attention was given to staff at pay scale 14 and above, due to their involvement in policy development and decision-making.
In collaboration with the relevant departments and executive board, processes were established for collecting, processing, and sharing relevant information. A key focus was maintaining a balance between transparency (as required by the Woo and Archives Act) and the protection of personal data in line with the GDPR. Highberg developed an integrated framework that translated these legal requirements into practical guidelines.
Practical implementation and support
To effectively support employees, intake forms, process instructions, and presentations were developed. In addition, personal sessions were held where staff received hands-on help with tasks such as extracting data from phones and selecting relevant information. A custom-built tool was used to structure the information, which was then reviewed, discussed, and refined where necessary. This pragmatic approach enabled swift, accurate handling of the data while respecting the workloads of employees. The approach was rated 9 out of 10 in evaluations.
Smart use of technology
By leveraging AI — including an algorithm audit — all collected information was centrally structured and automatically deduplicated. This resulted in a 35% reduction in the dataset, which helped eliminate redundant work and significantly improved the accessibility and usability of the information.
Result: Accountability that’s built to last
The result is a workflow that enables the organization to meet all current and future accountability requirements. The available dataset is sustainably accessible, legally compliant, and practically usable. At the same time, clarity and peace of mind have been created for staff regarding what is expected of them — a necessary condition for professional and ethical policy execution.
Public sector organizations would benefit from following this example and addressing their transparency and accountability issues with the seriousness they deserve.
Want to learn more?
Contact Bjorn Cordia.
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