Groningen Considers Adopting Arnhem’s ‘Return Service’ of Municipality Letters
Exploring a resident-friendly approach to simplify Municipal communication
For many people in Groningen, municipal letters can be confusing, filled with complicated or legal language. This challenge is not unique to Groningen. In Arnhem, a creative solution has been introduced to tackle this issue: a “return service” that rewrites unclear letters in simpler language. Groningen is now exploring whether it can adopt a similar approach to improve its communication and ensure no resident is left behind.
The Arnhem Initiative: Making Letters Clearer
Arnhem recently launched its “return service” to address complaints about the complexity of municipal letters. If residents don’t understand a letter, they can return it by email or post, highlighting the unclear sections. Within ten days, the municipality will send back a simplified version. This six-month trial program is designed to make municipal communication more accessible, especially for those with lower literacy levels.
According to Alderman Maurits van de Geijn, this initiative aligns with the city’s goal of clear communication. The letters are written at the European B1 language level, which is considered simple and accessible. However, many people find them too difficult. The problem is significant: in Arnhem alone, around 13,000 residents face literacy challenges.
What Groningen Could Learn
The idea of adopting Arnhem’s approach in Groningen was raised by Olivier van Schagen of the Student & Stad faction, who emphasised that unclear municipal communication can have a major impact on residents’ lives, especially when dealing with sensitive topics like financial regulations. Van Schagen asked if Groningen could implement a similar system, stressing that clear communication is key to ensuring equality and participation.
Alderman Carine Bloemhoff acknowledged the value of Arnhem’s initiative, calling it “good and sympathetic.” She noted that many Groningen residents also struggle to understand official letters, despite efforts to simplify communication. The municipality already reviews letters through its customer contact centre and involves language ambassadors to ensure clarity, but Bloemhoff sees potential in Arnhem’s approach and wants to investigate further.
The Importance of Clear Communication
In both Arnhem and Groningen, the challenge of low literacy is a recurring issue. Difficult or unclear language can exclude residents from accessing critical services or understanding their rights and responsibilities. This is particularly problematic for vulnerable groups who may already face financial or social difficulties.
Groningen has made efforts to simplify its communication, such as offering employee training to write at the B1 level, using customer feedback to improve letters, and involving ambassadors to address low literacy. However, the Arnhem model offers a fresh perspective: a direct, resident-focused approach to addressing misunderstandings.
Next Steps for Groningen
While Groningen has yet to decide whether to adopt a “return service” like Arnhem’s, Bloemhoff has confirmed that the municipality will contact Arnhem to learn more. The aim is to evaluate how such a program could work in Groningen, including its potential impact on municipal workloads.
In the meantime, Groningen continues to prioritise clear communication, reviewing existing letters and investing in literacy programs. Bloemhoff emphasised, “It’s essential that our residents understand the information we provide. We owe it to them to ensure our messages are clear and accessible.”