News item | 04-03-2024 | 11:36
The Benefits Department has taken important steps to improve services in the past year. Toeslagen also pays extra attention to people who do not use benefits, even though they are entitled to them. This is stated in the 3rd Status of the Implementation of the Benefits Service and the government’s response to this, which State Secretary De Vries of Finance (Benefits and Customs) sent to the House of Representatives today.
Improvement of services
The government believes it is important that people who are entitled to them also take advantage of benefits. They need to know where they can go for help, for example when requesting or reporting changes. For almost 6 million households, benefits are an important support in addition to their income. That is why the Benefits Department has invested in services. For example, the app for childcare allowance has been improved. Later this year it will also be available for other allowances. Furthermore, Toeslagen has expanded personal support with more ToeslagenServicePoints and the Service collaborates even more with libraries.
Extra attention to non-use surcharges and reducing chargebacks
Not using benefits, while citizens are entitled to them, is one of the problems with the benefits system. That is why the Benefits Department continues to work to reduce non-use of benefits, including through public campaigns and personally writing to citizens to inform them of their possible right to benefits. In addition, Toeslagen is committed to strengthening data exchange with other agencies, so that the amount of the allowance can be determined using the most current data. This is important to further reduce the number of chargebacks.
Furthermore, the Benefits Department remains committed to improving the current benefits system. For example, Toeslagen is looking for additional options to reduce the number of recoveries and the complexity of the current system and to combat non-use.
Challenges
In addition to improvements in services, the Benefits Department also identifies a number of challenges in implementation. For example, the ICT capacity to implement desired improvements is limited and it remains necessary to set priorities. The Benefits Service is also struggling to find sufficient staff due to the current labor market. That is why Toeslagen focuses on recruitment campaigns, tackling absenteeism, offering development opportunities and gives internal attention to leadership and culture.