What Stichting Helpdesk Digitale Zorg does

Stichting Helpdesk Digitale Zorg is a Dutch non-profit foundation (Stichting) headquartered in Utrecht that operates a multi-channel helpdesk service helping Dutch citizens independently use digital healthcare applications. Founded in 2020 by Merlijne Sonneveld and established as an independent foundation in June 2022 with founding partners Amaris Zorggroep, RHOGO, and Tergooi MC, the organization addresses digital exclusion by serving the approximately 4.5 million Dutch residents without sufficient digital skills who would otherwise struggle to access telehealth, secure messaging, video consultations, and platforms such as Minddistrict, Uw Zorg Online, and DigiD. The core product is a human-staffed support service delivered via phone, chat, email, and WhatsApp during working hours (08:00-18:00), with response SLAs of within one hour for chat/WhatsApp and within two hours for email.

The underlying technology stack is modest and operationally focused: a multi-channel support infrastructure, a curated content library of user guides covering more than 100 healthcare applications, a Personal Health Environment Information Point (PGO-informatiepunt), and a client panel (Cliëntpanel) for ongoing feedback. The "Fred" digital assistant is a cartoon mascot used as a brand face, not an AI system. There are no APIs, SDKs, MCP integrations, or software products offered; the foundation functions as a service-delivery intermediary rather than a technology vendor.

The business model is B2B2C and free at the point of use for end users. Helpdesk Digitale Zorg signs partnership agreements with healthcare institutions (40+ partners across hospitals, GP practices, mental health organizations, and care groups), who then refer their patients to the helpdesk. Revenue mechanics are not publicly disclosed but appear to derive from institutional contributions and partnership funding rather than direct user fees. The organization employs approximately 20 staff including service employees, a project manager, and an account representative, with marketing conducted primarily through partner referrals and organic social channels (LinkedIn, Instagram, Facebook).

Name

Stichting Helpdesk Digitale Zorg

Legal name

Stichting Helpdesk Digitale Zorg

Website

https://helpdeskdigitalezorg.nl

Company type

Private

Founded year

2020

Operating status

Operating

Short description

Stichting Helpdesk Digitale Zorg is a Dutch non-profit foundation that runs a multi-channel helpdesk (phone, chat, email, WhatsApp) helping digitally unskilled citizens use digital healthcare applications, serving 30,000+ patients annually through 40+ healthcare institution partnerships.

Ownership category

akta.pro rank

Product category

Digital Healthcare Support Services

NAICS

Health Care and Social Assistance (62), Social Assistance (624), Telephone Call Centers (56142)

SIC

Services-Health Services (8000), Services-Social Services (8300)

akta.pro primary industry

Care Navigation, Referral & Digital Front Door Platforms (HLALABAH)

Keywords

• Digital healthcare support
• Patient helpdesk services
• Telehealth accessibility
• Healthcare digitization
• Digital inclusion healthcare

Headquarters

HQ city

Utrecht

HQ country

Netherlands

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Others

Revenue model

1. Institutional partnerships: Healthcare institutions partner with Helpdesk Digitale Zorg to provide digital support services to their patients. The organization was established as an independent foundation in June 2022, with founding partners Amaris Zorggroep, RHOGO, and Tergooi MC. Revenue appears to come from partnerships with healthcare organizations rather than direct patient payments.

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels5 records

Core offering

Helpdesk Digitale Zorg provides free multi-channel support services (phone, chat, email, WhatsApp) that help Dutch patients and citizens with low digital skills use digital healthcare applications and tools such as Minddistrict, Uw Zorg Online, and DigiD. The service is delivered by service staff and funded through partnerships with 40+ Dutch healthcare institutions, who refer their patients to the helpdesk for assistance with logging in, secure messaging, video calling, and other digital healthcare tasks.

Product overview

Helpdesk Digitale Zorg is a service organization providing a unified helpdesk platform for digital healthcare support. The core offering consists of multi-channel support services (telephone, chat, email, WhatsApp) delivered by service staff, supported by a digital assistant mascot named Fred. The organization complements its support services with instructional manuals for over 100 healthcare applications, a PGO (Personal Health Environment) information point, and a client panel for continuous service improvement feedback. No software products, APIs, or AI capabilities are offered; the organization functions as a support service connecting healthcare institutions with patients who need assistance using digital health tools.

Differentiator

Problem solved

Functional benefit

Products and services

• Helpdesk Digitale Zorg Multi-Channel Support Service

Quantifiable outcome

• 30,000+ people annually helped to independently use digital healthcare
• +2 more outcomes

Named customers10 records

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

Five partnerships are on record, tiered core.

• Amaris ZorggroepcoreStrategic or Co-development Partner · 1 June 2022Founding partner of Helpdesk Digitale Zorg. Amaris Zorggroep was one of the initiators of the organization when it was established as an independent foundation in June 2022.
• RHOGOcoreStrategic or Co-development Partner · 1 June 2022Founding partner of Helpdesk Digitale Zorg. RHOGO was one of the initiators of the organization when it was established as an independent foundation in June 2022.
• Tergooi MCcoreStrategic or Co-development Partner · 1 June 2022Founding partner of Helpdesk Digitale Zorg. Tergooi MC was one of the initiators of the organization when it was established as an independent foundation in June 2022.
• Huisartsen Utrecht Stad (HUS)coreChannel Partner/ Reseller/ DistributorHealthcare institution that partners with Helpdesk Digitale Zorg to provide digital support to patients. Their project manager Carla Broekman has provided testimonials about the service helping patients learn to securely email and video call their GP.
• SAG AmsterdamcoreChannel Partner/ Reseller/ DistributorHealthcare institution that refers patients to Helpdesk Digitale Zorg for digital support, saving time on phone calls and enabling instant remote assistance.

Scale indicators4 records

Recent moves6 records

Expansion highlights4 records

Direct peers

• Pharos: Dutch center of expertise on health disparities that supports underserved populations in accessing healthcare services, including digital channels. Highly comparable as a Netherlands-based nonprofit focused on enabling vulnerable citizens to engage with healthcare systems.
• Patiëntenfederatie Nederland: Dutch patient federation representing patient interests and helping citizens navigate the healthcare system. Comparable as a nationally active nonprofit providing patient-facing guidance and advocacy, partnering with healthcare institutions and government.
• Stichting Digisterker: Dutch foundation helping citizens develop digital skills needed to access government and healthcare services online. Directly comparable in mission (digital inclusion) and target population (digitally unskilled Dutch citizens).
• Stichting Lezen en Schrijven: Dutch national literacy foundation addressing basic skills gaps including digital skills for adults. Comparable as a Netherlands-based nonprofit tackling digital exclusion among vulnerable populations with similar partner-driven funding.
• Zorgbelang: Dutch patient interest organization helping citizens navigate healthcare services and voice concerns. Comparable as a B2B2C support organization funded through regional/institutional partnerships addressing citizen-side healthcare navigation.
• MantelzorgNL: Dutch association supporting informal caregivers with information, advice, and tools to access care services. Comparable B2B2C nonprofit model with phone/digital support channels, institutional partnerships, and a focus on vulnerable populations.

Broad incumbents

• Nictiz: Dutch national knowledge center for digitalization in healthcare, working with government and providers on eHealth standards. A broader incumbent in Dutch eHealth with overlapping stakeholder relationships, though it operates at a policy/standards level rather than direct citizen service.
• NHS Digital (NHS England Digital): UK national digital health organization providing digital tools and citizen support for accessing NHS services. Comparable as a large-scale, publicly-aligned digital health enablement body, though at significantly greater scale and geographic scope.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/people/Helpdesk-Digitale-Zorg/100063697802915
• LinkedInnl.linkedin.com/company/helpdesk-digitale-zorg
• Instagraminstagram.com/helpdeskdigitalezorg

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Stichting Helpdesk Digitale Zorg