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Dutch Case: Informal Pro-active
Approach
Reducing administrative burden and simplyfing
procedures at the citizen level
Dispa Copenhagen,10 May 2012
Saskia Groenewegen
Dutch Institute for Public Administration
Legal, cultural and administrative context in
NL
General administrative law act
• Scope: All administrative authorities
• Regulates the way administrative authorities are required to take
administrative decisions, handle objections, appeals and complaints
regarding their decisions, in the relation toward citizens
• Encompasses general provisions and principles for administrative
authorities
Dutch polder model
• Consensus decision-making and multi-stakeholder arrangements in
policy-making
Dutch Institute for Public Administration
The Dutch Policy Context for IPAM
• Both private sector and government spend millions in hours and
costs on complaint, objection and appeal procedures and there
is a significant increase of subsidized legal aid up to € 400 mln
per year
• Cause of 11% of the total amount of administrative burdens for
citizens
• Part of citizens’ top ten most pressing bottlenecks in government
services, citizens contentment 4,8
• Public service delivery and realisation of the ‘compact
government’
3
Dutch Institute for Public Administration
•
National implementation of IPAM for decision-making
processes and in case of complaint handling and
objection procedures
•
Solution for miscommunication, poor behaviour, unclear
rules, disputes with and between citizens leading to
significant increase of acceptance of government
decisions and citizens contentment
•
NEW POLICY since 2009
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First intervention by telephone , pro-active
solution driven approach
Informal dialogue, including in person
discussion on what is the best way to handle the
problem
Dutch Institute for Public Administration
Current status & goal
• Goal: nation wide implementation in all government
decision-making processes including complaint handling
and objection procedures
• Within the next four years in a minimum of 50% of all
decision-making processes IPAM should be offered
• At the moment 220 administrative authorities in 16
government domains
Dutch Institute for Public Administration
IPAM (1)
1. Through verbal contact find the problem beneath the
objection/complaint, discuss together what the best approach of this
issue is and subsequently what this means for the objection or
complaint that was submitted (telephone call or informal meeting)
• Characteristics: quick and direct personal contact, serious and
respectful treatment of the citizen, on an equal basis
• A means to compensate the negative consequences of juridification
of the administration
Dutch Institute for Public Administration
IPAM (2)
2. During the preliminary phase in decision making (before
government decision is made) that has negative consequences for
a certain person, the citizen concerned is contacted:
• to test that the information on which the decision will be based is
correct and complete and
• in order to motivate a decision to be made and
• to explore alternative solutions with the citizen
Investment in quality of decisions, investment in underlying
relationship between government and citizen and to avoid future
objection procedure where possible.
Dutch Institute for Public Administration
IPAM (3)
• Redesign of the work process taking into account perspective of
citizen
• Simplification of procedures
Dutch Institute for Public Administration
Choice drivers for IPAM
• Willingness and space to negotiate
• Preservation of on-going relationship between parties
involved
• Conflict has emotional elements
• Legal framework/proceedings do not provide final
solution to the problem
• Problems in communication
• Speedy process and solution is desired
Dutch Institute for Public Administration
Choice drivers against IPAM
• At least one party is incapable of defending their own
interests
• Key players do not wish to cooperate
• Prevention of precedent
• Legal issue at stake: ruling by judge is required
• Too many parties involved and absence of adequate
representation
• No negotiating space whatsoever
• Political administrative sensitivity
Dutch Institute for Public Administration
Development of governments and public service
delivery
Bureaucratic
Kafka’esque
•
•
•
Arbitrary
Random
Coercive
Open &
participative
•
•
•
•
•
Rules-based
Administrative
Top-down
Gov-centric
One-size-fits-all
•
•
•
•
•
Transparent &
responsive
Innovative
Both bottom-up &
top-down
User-centric &
Personalised
Relationship- and
behaviour-based
Dutch Institute for Public Administration
Results



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Reduction of cost for the government of approximately 20%
An increase of citizen satisfaction of 40%
An increase in employee satisfaction of 20%
Informal procedure preferred and leads to a solution in 50%60% of the objection cases and in 80-90% complaint cases
 On average authorities experience a return on investment
after 6 months
Dutch Institute for Public Administration
Kafka Brigade (1)
First aid for bureaucratic breakdown
• The Kafka Brigade is called into action when citizens and public servants
become tangled in a web of dysfunctional rules, regulations and
procedures
• Mission is to tackle the bureaucratic dysfunction and red tape which
prevents people from accessing the services they need, and which
constrains and frustrates public service staff.
• Kafka Field Labs, Kafka Thermometer, Kafka Button, Kafka Stocktakes,
Kafka Coach, etc
Dutch Institute for Public Administration
Kafka Brigade (2)
• The Kafka Brigade is an independent, not-for-profit action
research team, comprising a network of action researchers
from Amsterdam and the Hague (Publiq Zenc NL), Boston
(USA), Northern Ireland and Wales (UK).
Dutch Institute for Public Administration
System change
• Pilots are evolving to a national system change
• Administrative law
• Court proceedings involving government
organisations
• National policy on a change of processes within
public service delivery
Dutch Institute for Public Administration
International interest
• Workshop IPAM for ReSPA, Montenegro in
December 2011(ROI)
• European Public Service Award 2010
• United Nations Public Service Award 2011
Dutch Institute for Public Administration
Dynamics and challenges
Dutch municipalities
•
* top runners and innovators within IPAM project
•
* broadest variety of government domains
• Challenges: when to stop, lawyers, multi-party
involvement, handling expectations, change
management within the organizations
Dutch Institute for Public Administration
Bottlenecks and challenges
• Project is based only on a training
OR
•
- coaching on the job
•
- telephone-buddies
•
- meetings amongst pilot members during the pilot
• Involvement of management
• Coordination of pilot and adjustment of procedures
• Cooperation between project leader and project
members
Dutch Institute for Public Administration
Quote Alex Brenninkmeijer, National
Ombudsman The Netherlands
“Up to a point it is fair to say that following statutory
procedures slavishly can be detrimental to good
relations. A legalistic approach can result in unnecessary
escalation.”
Dutch Institute for Public Administration
Services ROI
• Workshop in The Hague 10, 11 and 12 October for international
participants
• Tailor-made services in host country
• Combination of IPAM and Kafka Brigade
More information: Mariette Baptist-Fruin, [email protected],
T 00-31 703763660
Dutch Institute for Public Administration