Study to develop models for a digitally inclusive customer process ("Click-Call-Connect") among service providers in Belgium

The aim of the assignment is to investigate how customer processes and contact with (staff of) service providers can be improved based on existing practices/current initiatives, to the benefit of both companies and users. This research serves as a basis to establish one or more models, depending on the size of the company and the sector. The models should subsequently be able to be implemented at service providers/companies in Belgium. Within these models, recommendations included to promote the digital inclusion of service providers in Belgium.