Administratieve lasten zijn uren kosten voor burgers en bedrijven om te voldoen aan informatieverpli

1

How to communicate with Citizens? Jacqueline
Rutjens
2
Example Gert, disability benefit claimant

An example
3

• 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
  

4
Target groups
Mother on social security (Maria)
0
25
Volunteer (Henk)
0
25
Handicapped child (Bart)
0
25
Old person in need (Thea)
0
25
Average family (Verstappen)
0
25
Vital old person (Mikel)
0
25
Chronically ill (Pauline)
0
25
Benefit claimant (Gert)
0
25
Unemployed (Johan)
0
25
These target groups are used for internal
andexternal communication
5

• 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

6

• 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

7

• 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

8

• 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

9
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.
10

• 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 its
• 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

11

• 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

12

• Dilemmas
• 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