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Efficiency, effectiveness and service in public administration
IPAMthe Dutch Informal Pro-Active
Approach Model
Lynn van der VeldenMinistry of the Interior and Kingdom
Relations
Outline presentation
• Introduction• Description IPAM, current status, results
and goals• National and international context and
developments• EC and UN interest in projects• Dynamics and challenges
bThe 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
3
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
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
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 pilots in 16 government domains
Development of governments and public service delivery
Kafka’esque
• Arbitrary• Random• Coercive
Bureaucratic
• Rules-based• Administrative• Top-down• Gov-centric• One-size-fits-all
Open & participativ
e
• Transparent & responsive
• Innovative• Both bottom-up &
top-down• User-centric &
Personalised• Relationship- and
behaviour-based
Canadian Citizens first project and research
Job satis-faction civil servants
Service delivery
& citizen
satisfaction
Trust in government
Reduction of Administrative burdens
Workplace
Education and development
Management
Timely services
Treatment
Professionality
Results
Transparancy
Admitting mistakes
Integrity
Equality
drivers
Results 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
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
International interest
• European Public Service Award• United Nations Public Service Award
Dynamics and challenges1. Dutch hospitals
* education on IPAM is part of education Dutch physicians* professionalisation of complaint handling and development of system for learning from complaints
Challenges: when insurance offices are involved because of a claim
2. 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
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• Coördination of pilot and adjustment of
procedures• Coöperation between Projectleader and
projectmembers