Anyone who wants to contact the Flemish government should be able to do so more easily physically or by telephone. This is what Flemish Minister of Internal Affairs Hilde Crevits (CD&V) says. According to her, the strong digitalization of recent years should not lead to people being left out.
Journalist at HLN
Source: Belga
During the corona crisis, the government accelerated the switch to digital services. For many Flemish people, online contact became the norm. But not everyone gets involved in that digital flow, Crevits emphasizes.
40 percent digitally vulnerable
Research shows that 40 percent of Belgians are digitally vulnerable. “We have a shared responsibility to ensure that those people do not fall by the wayside,” says Crevits. “Through the Flemish Services Charter, we guarantee citizens the opportunity to use personal services with direct contact with a government service,” says Crevits.
According to the new charter, citizens must always have access to physical services from the services of the Flemish government. In concrete terms, they must always be able to have accessible, personal contact with employees, via physical counters or other offline alternatives such as a telephone conversation or an appointment at the office.
Digital services should not throw away close, personal services
The charter also states that difficult-to-reach and vulnerable groups must be actively identified and supported. In this way, everyone must have full access to public services.
Digital and physical side by side
Crevits emphasizes that digitalization in itself remains a good evolution. “But digital services should not throw out close, personal services. There are people who cannot keep up or people who are frustrated by digital applications and would rather visit the office for text and explanation.”
Flemish Prime Minister Matthias Diependaele also emphasizes that citizens should be able to choose how they contact the government. “That is why we fully juxtapose digital and physical services, with equal attention to accessibility, quality and personal contact,” it said.