Transcript Administratieve lasten zijn uren / kosten voor burgers en

How to
communicate
with Citizens?
Jacqueline Rutjens
Example:
Gert, disability benefit claimant
An example:
Programme AB Citizens
Interdepartemental programme coordinated
by the Ministry of the Interior
Reduction target: 25% in december 2007
compared to 2002
Not only quantative, but also qualitative
reductions of administrative burdens: a
noticable reduction of administrative burdens
Target groups
Mother on social security (Maria)
Volunteer (Henk)
Handicapped child (Bart)
Old person in need (Thea)
Average family (Verstappen)
Vital old person (Mikel)
Chronically ill (Pauline)
Benefit claimant (Gert)
Unemployed (Johan)
39%
0%
11%
25%
0%
25%
14%
0%
30%
25%
0%
16%
25%
0%
26%
25%
0%
20%
25%
0%
19%
25%
0%
12%
25%
0%
25%
These target groups are used for internal and
external communication
Components Communication Strategy:
Goal: to recieve the compliments of the Citizen!
Approach: Citizen in the central position
Dialogue with target groups.
Questionnaire about highest irritations
regarding Administrative Burdens
Pamphlet with recommendations
Panels of citizens that judge the
measurement aimed at reducing
Administrative Burdens
Advisory commission of citizens that meets
with the Minister two times a year
Channels of communication:
Reports on progress and specific publications
Complaints office and website for citizens:
www.lastvandeoverheid.nl
Website for professionals where news,
documentation and meetings are presented
along the nine role models:
www.burgercentraal.nl
Conferences and seminars
Electronic news letter 6 times a year
Media
Some of our products:
Booklets: nine routes along Dutch bureaucracy
nr. 1 and update (nr. 2)
Booklet on how to write simpler forms
Booklet “a different approach on reaching
noticeable results”
Courses for policy officers
National conferences and meetings
International conference in 2007
Articles in specialist journals
Innovative instruments
9 rolemodels that portray the administrative
burdens of the target groups
Kafka brigade
for specific “from pillar to post” cases
Aimed at a general solution and not only
this specific case
Complaints office that contact complaintives
within two day and coordinates the answers
from goverment
Museum of abundant policies
Museum of abundant policies
People for outside the EU who want to
settle in the Netherlands for more than
3 months need to obtain an
authorization for temporary settlement
before entering the Netherlands. Who
ever enters the Netherlands with this
authorization needs to obtain a
residence permit within three days.
However for both the authorization and
the permit the same information is
needed. The only difference is that for
the permit a TBC-research is
necessary. The ministry of Immigration
and Integration is looking into these
similar procedures.
Some results:
25% reduction before december 2007
About 100 reduction measurements will be
implemented
Museum has had 10 expositions in half a year
Within a year the museum has doubled it’s
exposition materials to meet the demand
2 of the 10 cases of the Kafka brigade solved
within 4 months
Of the last 400 complaints at the complaints
office 158 have been solved
A citizens panel complimented the
programme on 10 of the 13 presented
measurements
From September 2007 all governemental
forms must comply to a norm of simplicity
Some reactions of citizens:
“It is very nice that someone is finding things
out for me. I would never have found out
myself”
“I hope that your involvement can help me.
After our telephone conversation of yesterday,
I have that the feeling that there is a glimmer
of light and hope at the horizon”
“In addition to our pleasant conversation of
yesterday, I hereby send you the
documentation. These are my burdens from
the government”
Dilemma’s
What could be done to receive even more
compliments of the Citizens for the results of
our Programme?
Controversial methods of communication
versus strict communication plan of the
government