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photo copyright: WinWin – Radio 2
Flemish Ombudsman Myriam Parys appeared on the Flemish radio program WinWin to discuss the increasing tensions in interactions between citizens and public services.
The relationship between government and citizens is under pressure. Citizens sometimes complain about unfriendly or incorrect communication from public services, for example via the Flemish Information Line 1700 or VDAB. But the reverse is also true: public services report a rise in persistent complaint behavior, abusive emails, and even physical aggression. The Flemish Ombudsman Service observes these tensions in its own complaint data and receives signals from various departments.
During the WinWin broadcast, Flemish Ombudsman Myriam Parys explained what signals the Flemish Ombudsman Service receives about interactions between citizens and civil servants, how organizations such as VAPH deal with this, and which measures exist to protect staff. She emphasized that respectful communication works in both directions and that accessibility is essential to prevent escalation.
Feeling unheard
“We are seeing a growing harshness in the relationship between citizens and government. Citizens sometimes feel unheard, get stuck in regulations, receive no response, or do not understand a decision. Civil servants, in turn, increasingly must handle difficult conversations and are confronted with frustration and sometimes even aggression. The challenge is to restore mutual respect,” says Parys. “Behind every complaint is a request to be heard. Many people do not primarily file a complaint to prove they are right, but because they feel unheard. A clear explanation, a phone call, or an apology often prevents more conflicts than yet another letter.”
Citizens have the right to expect polite and respectful treatment, even when the answer is negative. But the same applies to citizens. Civil servants are not punching bags for frustrations about policy or regulations. Anyone working at a counter or answering the phone has the right to a safe working environment.
New Service Charter of the Flemish government
The Flemish Ombudsman links this issue to the new Service Charter, which requires the Flemish government to provide both physical and telephone contact options. “Many frustrations arise not because people do not get their way, but because they cannot reach a real person, do not receive an answer, or do not understand why a decision was made.”
The response to this growing harshness is not only to take firm action against aggression, though that is necessary. Equally important is investing in a government that remains accessible, understandable, and human. That is exactly why the new Service Charter is so important, Parys explains. “Trust is built when citizens feel there is still a human being on the other side. The new Service Charter aims to place more emphasis again on accessibility, personal contact, and clear service delivery. That is a positive development and can hopefully help build a respectful relationship between government and citizens.”
You can find a link to the WinWin interview on the institution's website.
Source: Flemish Ombudsman, Belgium
