e-Services iCitizenship

Municipality of Apeldoorn

Residents and entrepreneurs of Dutch municipalities will have the opportunity to apply for and register a number of civil affairs products digitally via the municipal website. In doing so, the system performs checks on personal data.

Last change on 5th of March 2026, at 9:04 (CET) | Publication Standard 1.0

• Publication category: Other algorithms
• Impact assessment: Field not filled in.
• Status: In use

General information

Theme

Organisation and business operations

Begin date

2020-07

Contact information

https://www.apeldoorn.nl/contact

Link to publication website

https://www.apeldoorn.nl/

Responsible use

Goal and impact

The aim of the e-services with the underlying algorithm is to provide maximum support/ guidance to residents and entrepreneurs when submitting a digital application. As a result, this application can be submitted correctly and completely. The algorithm checks various data of the resident. If no additional data is required from the resident and no manual actions or checks by the municipality are required to process the application (e.g. signature), then it can be processed without the intervention of a civic affairs officer. However, if additional data, checks or actions are required, the application/declaration always enters a work list. There, it is checked by a civil affairs employee. The algorithm can only automatically approve an application/declaration. Only the civil affairs officer can reject an application/declaration.

The impact is that such an application can be dealt with efficiently by the municipality; after all, a resident/company has already carried out several steps (work), leaving the official more time for the special and/or complicated declarations/applications the municipality receives. In some cases, this application can even be processed fully automatically. The quality of service goes up because of these services, as does the quality of the data in the BRP.

Considerations

Municipalities can no longer handle all applications at the counter. There are many applications and this takes a lot of time. That is why we use digital systems that help residents and entrepreneurs with their applications.

For residents who are less digitally literate, or who prefer personal contact, the counter remains available. An employee can provide support there.

At the same time, residents expect to be able to arrange more and more things online. With these e-Services for iCitizens Affairs, residents can submit their application at a time that suits them, without visiting the town hall.

It is important to us that our services are clear, fast and accessible. Digital applications offer more convenience for residents, entrepreneurs and the organisation. The counter remains a safe option for those who need extra help.

Human intervention

The algorithm works from a positive scenario. This means that only simple applications are processed automatically. As soon as there are peculiarities, or when an application is complex, it is always reviewed by an employee of the Civil Affairs department.

The employee then decides whether the application can be processed or must be rejected. A rejection is never automatic; it is always done by an employee.

In this way, iBurgerzaken ensures fast processing of simple applications, while there is always human supervision in difficult situations.

Risk management

The algorithm never rejects requests. There is always human intervention when a request cannot be processed immediately. An employee then reviews the application himself and makes the decision.

Municipalities decide for themselves how they set up risk management. Based on this, they set up the digital services to suit their working methods and security level.

Legal basis

Law on basic registration of persons

Civil Status Act

Links to legal bases

• Law on basic registration of persons: https://wetten.overheid.nl/BWBR0033715
• Civil Status Act: https://wetten.overheid.nl/BWBR0001851

Elaboration on impact assessments

No impact test took place.

Operations

Data

The data used comes from the BRP, registers of civil status, the Chamber of Commerce (CoC), the Central Driving Licence Register (CRB) and other linked data. Exactly which data is used depends on the type of application.

Links to data sources

• BRP: https://rvig.nl/basisregistratie-personen
• LV BAG: https://www.kadaster.nl/zakelijk/registraties/basisregistraties/bag
• CRB: https://www.rdw.nl/

Technical design

Through the municipality's website, a resident or entrepreneur can easily apply for a digital service. While filling in, the system immediately checks the application against the applicable laws and regulations. Thus, the applicant immediately sees whether all data have been filled in correctly and completely.

The municipality can choose to have simple applications processed automatically by iBurgerzaken. This only happens if there are no warnings or particularities. The application is then processed immediately.

If an application cannot be processed automatically, it enters iBurgerzaken's work list. A member of staff from Citizens' Affairs assesses the application and completes it further. The employee can see which checks have triggered a notification. This helps to assess the application carefully.

The municipality can also stipulate that some applications are always assessed manually. For example, when moving house within the Netherlands where too many people may be registered at the new address. In that case, an employee always reviews the application personally.

In this way, the municipality ensures fast processing where possible, and extra control where necessary.

External provider

PinkRoccade Local Government