Workbooke-Citizen Charterof:

1. Choice of Channel

AsacitizenIcanchooseormyselinwhichwaytointeractwithgovernment.Governmentensuresmultichannelservicedelivery,i.e.theavai-labilityoallcommunicationchannels:counter,letter,phone,e-mail,internet.

2. Transparent Public Sector

AsacitizenIknowwheretoapplyorofcialinor-mationandpublicservices.Governmentguarantiesone-stop-shopservicedeliveryandactsasoneseamlessentitywithnowrongdoors.

3. Overview of Rights and Duties

AsacitizenIknowwhichservicesIamentitledtounderwhichconditions.Governmentensuresthatmyrightsanddutiesareatalltimestransparent.

4. Personalised Information

AsacitizenIamentitledtoinormationthatiscom-plete,uptodateandconsistent.Governmentsuppliesappropriateinormationtailoredtomyneeds.

5. Convenient Services

AsacitizenIcanchoosetoprovidepersonaldataonceandtobeservedinaproactiveway.Governmentmakesclearwhatrecordsitkeepsaboutmeanddoesnotusedatawithoutmyconsent.

6. Comprehensive Procedures

AsacitizenIcaneasilygettoknowhowgovern-mentworksandmonitorprogress.GovernmentkeepsmeinormedoproceduresIaminvolvedinbywayotrackingandtracing.

7. Trust and Reliability

AsacitizenIpresumegovernmenttobeelectronicallycom-petent.Governmentguaranteessecureidentitymanagementandreliablestorageoelectronicdocuments.

8. Considerate Administration

AsacitizenIcanfleideasorimprovementandlodgecomplaints.Governmentcompensatesormistakesanduseseedbackinormationtoimproveitsproductsandprocedures.

9. Accountability and Benchmarking

AsacitizenIamabletocompare,checkandmeasuregovernmentoutcome.Governmentactivelysuppliesbenchmarkinormationaboutitsperormance.

10. Involvement and Empowerment

AsacitizenIaminvitedtoparticipateinde-cision-makingandtopromotemyinterests.Governmentsupportsempowermentandensuresthatthenecessaryinormationandinstrumentsareavailable.

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Workbook e-Citizen Charter

Version 2.2 (December 2006)

Burger@Overheid.nl

This text is published under the Creative Commons License. The contentof this charter may freely be reproduced provided that the copyrightholder is mentioned