Noticeable Results in Bureaucratic Simplification for Citizens Michel Savelkoul IRRC Nov 17, Berlin
  <ul><li>Some facts  </li></ul><ul><ul><li>Total AB Citizen the Netherlands (16 mln):  </li></ul></ul><ul><ul><ul><li>110...
  <ul><li>How did we measure? </li></ul><ul><ul><li>Standard Cost Model for Citizens measures in: </li></ul></ul><ul><ul><...
  <ul><li>Approach 2007-2011 </li></ul><ul><ul><li>Bureaucratic Simplification is part of  service delivery </li></ul></ul...
  <ul><li>How to make a difference? </li></ul><ul><li>Top 10 solutions (1):  </li></ul><ul><li>1. Fast and secure service:...
  <ul><li>How to make a difference? (2)‏ </li></ul><ul><li>Top 10 solutions (2):  </li></ul><ul><li>6.  Comprehensible lan...
  <ul><li>Disability benefit  </li></ul><ul><ul><li>claimant </li></ul></ul><ul><ul><li>Lost part of his  </li></ul></ul><...
  <ul><ul><li>Roadmaps </li></ul></ul>
  <ul><li>What did we learn?  </li></ul><ul><ul><li>OECD report February 2007: AB reduction should  not   be politically n...
  <ul><li>Conditions for success: combine quality with quantity </li></ul><ul><ul><li>Focus on real issues that matter for...
  <ul><li>Thank you for your attention! </li></ul><ul><ul><li>For more information:  </li></ul></ul><ul><ul><li>www.whatar...
  <ul><li>What do citizens want?  </li></ul><ul><li>Less administrative burdens (bureaucracy)  </li></ul><ul><li>One front...
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Noticeable Results Irrc Berlin 2008 11 17

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Government services with less hassle for citizens. Presentation for the 2008 IRRC in Berlin. English.

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Noticeable Results Irrc Berlin 2008 11 17

  1. 1. Noticeable Results in Bureaucratic Simplification for Citizens Michel Savelkoul IRRC Nov 17, Berlin
  2. 2. <ul><li>Some facts </li></ul><ul><ul><li>Total AB Citizen the Netherlands (16 mln): </li></ul></ul><ul><ul><ul><li>110 mln hours </li></ul></ul></ul><ul><ul><ul><li>€ 1,275 billion out of pocket costs </li></ul></ul></ul><ul><ul><li>We measured 165 laws and regulations with AB for citizens (=20% of the total number of information obligations)‏ </li></ul></ul><ul><ul><li>Baseline measurement: 4-5 months </li></ul></ul><ul><ul><li>Regulations with the highest number of AB were: </li></ul></ul><ul><ul><ul><li>Income Tax Act: 15 mln hours and € 156 mln </li></ul></ul></ul><ul><ul><ul><li>Passport Act: 12.7 mln hours and € 18 mln </li></ul></ul></ul><ul><ul><ul><li>Road Traffic Act 12.5 mln hours and € 174 mln </li></ul></ul></ul><ul><ul><ul><li>But also Voting Act: 3.3 mln hours and € 79.000 </li></ul></ul></ul>
  3. 3. <ul><li>How did we measure? </li></ul><ul><ul><li>Standard Cost Model for Citizens measures in: </li></ul></ul><ul><ul><ul><li>Time in hours </li></ul></ul></ul><ul><ul><ul><li>Out of pocket costs in € (e.g. notary, travel costs, </li></ul></ul></ul><ul><ul><ul><li>stamps) in Euros </li></ul></ul></ul><ul><ul><li>Research among citizens on number of contacts and perception </li></ul></ul><ul><ul><li>Identified the 20% of most burdensome legislation </li></ul></ul><ul><ul><ul><li>Pareto principle: 20% legislation causes 80% AB </li></ul></ul></ul><ul><ul><ul><li>Requires a list of all public services!)‏ </li></ul></ul></ul><ul><ul><ul><li>Insight in problem areas and reduction possibilities </li></ul></ul></ul><ul><ul><ul><li>Insight in specific groups with large amount of AB </li></ul></ul></ul><ul><ul><ul><li>! People find time more burdensome than costs (in Euros )‏ </li></ul></ul></ul>
  4. 4. <ul><li>Approach 2007-2011 </li></ul><ul><ul><li>Bureaucratic Simplification is part of service delivery </li></ul></ul><ul><ul><li>New focus on solutions that matter -> reduction of burdens relating to top ten annoyances of citizens </li></ul></ul><ul><ul><li>Working together with the local government (new target in Coalition Agreement: -25% of local admin. burden for citizens)‏ </li></ul></ul><ul><ul><li>Reduction of AB of professionals : teachers, policemen, medical staff, etc. </li></ul></ul><ul><ul><li>Quantification (SCM) mainly to monitor: </li></ul></ul><ul><ul><ul><li>Departmental admin burden ceilings and new legislation </li></ul></ul></ul><ul><ul><ul><li>Consequences for the admin burden of target groups </li></ul></ul></ul>
  5. 5. <ul><li>How to make a difference? </li></ul><ul><li>Top 10 solutions (1): </li></ul><ul><li>1. Fast and secure service: waiting time will be transparent and shorter </li></ul><ul><li>2. Simple application and accountability with social security </li></ul><ul><li>3. Single provision of data: all income-related arrangements in one personal internet page </li></ul><ul><li>4. Passports are easily obtainable </li></ul><ul><li>5. Reduction of permits, towards general rules </li></ul>
  6. 6. <ul><li>How to make a difference? (2)‏ </li></ul><ul><li>Top 10 solutions (2): </li></ul><ul><li>6. Comprehensible language in forms </li></ul><ul><li>More trust: more free-of-accountability </li></ul><ul><li>budgets </li></ul><ul><li>8. Mediation </li></ul><ul><li>9. Volunteer work: treated like citizens, not enterprises </li></ul><ul><li>10. Quality of services: 7/10 </li></ul>
  7. 7. <ul><li>Disability benefit </li></ul><ul><ul><li>claimant </li></ul></ul><ul><ul><li>Lost part of his </li></ul></ul><ul><ul><li>leg due to diabetes </li></ul></ul><ul><ul><li>Unemployed due to </li></ul></ul><ul><ul><li>his illness </li></ul></ul><ul><ul><li>Administrative burdens </li></ul></ul><ul><ul><li>relate to: </li></ul></ul><ul><ul><ul><li>Getting a new driving licence </li></ul></ul></ul><ul><ul><ul><li>Claiming benefits </li></ul></ul></ul><ul><ul><li>Burdens of Michiel can be quantified (using SCM) and qualified </li></ul></ul><ul><li>Disability benefit </li></ul><ul><ul><li>claimant </li></ul></ul><ul><ul><li>Lost part of his </li></ul></ul><ul><ul><li>leg due to diabetes </li></ul></ul><ul><ul><li>Unemployed due to </li></ul></ul><ul><ul><li>his illness </li></ul></ul><ul><ul><li>Administrative burdens </li></ul></ul><ul><ul><li>relate to: </li></ul></ul><ul><ul><ul><li>Getting a new driving licence </li></ul></ul></ul><ul><ul><ul><li>Claiming benefits </li></ul></ul></ul><ul><ul><li>Burdens of Michiel can be quantified (using SCM) and qualified </li></ul></ul>How to show the difference?
  8. 8. <ul><ul><li>Roadmaps </li></ul></ul>
  9. 9. <ul><li>What did we learn? </li></ul><ul><ul><li>OECD report February 2007: AB reduction should not be politically neutral! </li></ul></ul><ul><ul><li>Local/regional governments must be included to get noticeable results </li></ul></ul><ul><ul><li>A quantitative reduction target “works” for politicians and civil servants, qualitative reductions “work” for citizens </li></ul></ul><ul><ul><li>Quantitative AB burden ceilings keep pressure on ministries </li></ul></ul><ul><ul><li>But: quantitative target can also lead to“perverse effects”: </li></ul></ul><ul><ul><ul><li>Dead wood will be cut first </li></ul></ul></ul><ul><ul><ul><li>Hardly any political difficult reductions are made </li></ul></ul></ul><ul><ul><ul><li>Decentralisation of tasks reduce burdens only on national level </li></ul></ul></ul><ul><ul><ul><li>Less people entitled to benefit: less AB! </li></ul></ul></ul><ul><ul><li>As a consequence, people hardly notice progress! </li></ul></ul>
  10. 10. <ul><li>Conditions for success: combine quality with quantity </li></ul><ul><ul><li>Focus on real issues that matter for citizens </li></ul></ul><ul><ul><li>Make a top ten of measurable and noticeable (for political debate) reductions (on the level of central/decentralised government and role models)‏ </li></ul></ul><ul><ul><li>Get political support in government and parliament for this top ten </li></ul></ul><ul><ul><li>Independent watchdog `Actal´ </li></ul></ul><ul><ul><li>Departmental admin burden ceilings </li></ul></ul><ul><ul><li>for a net result </li></ul></ul><ul><ul><li>Awareness: citizen perspective central: </li></ul></ul><ul><ul><li>ask citizens whether they notice the reductions </li></ul></ul><ul><ul><li>Make it fun! : museum of needless policies </li></ul></ul>
  11. 11. <ul><li>Thank you for your attention! </li></ul><ul><ul><li>For more information: </li></ul></ul><ul><ul><li>www.whatarelief.eu </li></ul></ul><ul><ul><li>Michel Savelkoul </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>+31 70 426 6543 </li></ul></ul><ul><ul><li>Peter Rem </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>+31 70 426 7487 </li></ul></ul>
  12. 12. <ul><li>What do citizens want? </li></ul><ul><li>Less administrative burdens (bureaucracy) </li></ul><ul><li>One front office (‘no wrong door’)‏ </li></ul><ul><li>Easy access to the right information </li></ul><ul><li>One-off data delivery </li></ul><ul><li>An ‘easy’ relationship while interacting </li></ul><ul><li>Good treatment by government (‘be taken seriously’) </li></ul>

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