Causes and Experiences of Rule Violations: Research among UWV Clients
Together with D&B, Panteia conducted research commissioned by UWV into the causes and experiences of rule violations by UWV clients. This topic is more relevant than ever, given the growing emphasis on the human dimension in policy and implementation. The findings of the research align with a shift in UWV’s enforcement policy and services over the past few years: from the notion of the self-reliant citizen to a view that recognises the limits of that self-reliance.
As part of the research, in-depth interviews were held with clients to gather their experiences and gain a better understanding of their lived reality.
Key insights from the research
Rule violations are often not intentional or deliberate, but result from:
- Lack of knowledge or understanding of what is or is not allowed. Clients generally know the rules in broad terms but find it difficult to interpret how the rules apply to their specific situation.
- Rules being misunderstood. Clients, for instance, interpret concepts such as volunteer work or holidays differently than how UWV intends them.
- Lack of skills or capacities. Clients wish to comply with the rules, but their mental or physical limitations hinder them. For some clients, the system for submitting information is too complex or unclear.
The enforcement process was perceived by many clients as strict or even unfair, especially if they felt they had “tried to do the right thing”. The tone of the letters has an impact and can cause additional stress. This stress typically hampers clients’ ability to comply with the rules.
What will UWV do with these insights?
The insights help UWV to implement enforcement processes in a more appropriate manner. The results are being used to further centre the client within service provision:
- Communication about rule compliance will increasingly become a topic of discussion with clients, so that they know what action to take when there is a change in their personal situation.
- In the Prevention Team, The Ministry of Social Affairs and Employment (SZW), UWV, the Social Insurance Bank (SVB), and the Association of Netherlands Municipalities (VNG) are working together to promote rule compliance. Insights from the research are being used to help define relevant themes.
- The communication in UWV letters—often perceived as strict and harsh—will be adjusted to reflect the values of UWV’s service provision. This year, UWV will develop a compliance communication framework for this purpose.
“The results offer concrete starting points for adjusting, for instance, the invitation process for enforcement interviews and the communications surrounding enforcement. The findings also add urgency to existing initiatives aimed at improving service provision. When formulating or adjusting policy, greater attention must be paid to the underlying causes. The stories of clients who have violated rules help generate support for such attention. The end result is the ability to enforce compliance more appropriately.” — UWV on the research
Want to read more? You can find the full report (in Dutch) here.
