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How to communicate with Citizens? Jacqueline Rutjens

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

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How to communicate with Citizens? Jacqueline Rutjens

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  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. 12% 11% 14% 20% 19% 26% 16% 39% 30% 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 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

  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. 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

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