This policy brief focuses on Digitale Balie, a digital service counter solution developed during the COVID-19 pandemic by the municipality of Rotterdam to deliver essential public services via video call. Drafted in consultation with the team behind the solution, this brief provides guidance on how to develop and implement a digital counter solution like Digitale Balie. It highlights key steps and challenges municipalities may encounter, the results that can be achieved, and key lessons learnt from Digitale Balie to consider. Each part is supported by insights into how Digitale Balie approached the implementation and management of such a project.

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