The National Ombudsman’s recommendations are therefore as follows: Contact with citizens should be based on building trust in government through the creation of trust-based interfaces: Contacts may be in writing or digital, but should be as personal as possible. The citizen should be treated properly (that is, taken seriously and shown respect). Despite the differing roles of government and citizen, citizens should be treated as equal partners, for example via participation. Primary and secondary legislation should be simplified and the principal means of resolving problems should not be new rules and new protocols or mandatory forms of accountability. Instead, more attention should be paid to proper implementation and greater value should be attached to this. Trust is part of this. Authorities and politicians should learn more about the best ways to build trust in the course of policy implementation. Trust-creating mechanisms should be consistently used by agencies implementing government policy and political support should be given for this. Trust is largely created through tailored action by individual human beings. Professional government staff should therefore be allowed scope to consider the circumstances of individual cases and should not be straitjacketed by protocols and procedures. Trust is part of this. Conclusions and recommendations | 21 Pagina 20

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