Turning the Tide: The case of the Dutch Tax and Customs Administration


The Dutch Tax and Customs Administration (Belastingdienst) faces a number of problems: a large numbers of employees leaving due to an agreement with social partners creating a risk for continuity of operations, the need for process optimization while struggling with out-dated ICT and strong political and media attention. Jaap Uijlenbroek, a senior civil servant, was brought in early 2017 as the new CEO to deal with these problems. In the safety of ELP, Jaap will explain what he did to turn the tide, which interventions were successful and which obstacles he is still encountering in this work in progress. After his introduction participants will engage into Roundtable Dialogues to discuss their personal experiences with crisis and clean-up.

Judith Gunneweg, Founder, Ssentia Development
Twan van de Kerkhof, Founder, ELP

Event Details

Date: May 30, 2018

Start time: 17:00

End time: 21:00

Venue: ELP's Home: De Nieuwe Poort

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