Evaluation of the Error Reporting Centre for Government Registrations
Are you, as a citizen or business, faced with an error in the registration of data, and unable to resolve this with the relevant government organisation(s)? Since 2021, you can turn to the Meldpunt Fouten in Overheidsregistraties (Error Reporting Centre for Government Registrations, MFO). This centre supports citizens, businesses and government organisations in correcting errors in government registrations and their consequences. On behalf of the Ministry of the Interior and Kingdom Relations (BZK), Panteia carried out an evaluation of the centre.
The research shows that the number of reports has increased annually, from 504 reports in 2021 to 1,115 in 2023. The majority of these are submitted by citizens. The organisations most often involved in errors are municipalities and the Belastingdienst (Tax and Customs Administration). Despite the increase in the number of reports, awareness of the centre remains low. The MFO currently has sufficient capacity, knowledge and competences to handle incoming reports, but this may change if the centre becomes more widely known.
Expert and helpful centre, good cooperation with registration holders
In terms of capacity and competences, the MFO is well equipped to carry out its assigned tasks and responsibilities effectively. Reporters are predominantly positive about, among other things, the reliability, professionalism, expertise and helpfulness of MFO staff. They provide a listening ear, offer assistance to the best of their ability and respond in a timely manner. Cooperation between the MFO and other organisations generally goes well, with registration holders indicating that collaboration is constructive and that the centre shows great commitment to solving problems.
Challenges concerning access to the BRP and communication of expectations
The MFO primarily has a signalling and supporting role. There are challenges and areas for improvement with regard to the authority and enforcement power of the MFO. At present, the MFO does not yet have the authority to access relevant data, such as the BRP, which may limit the analysis and effectiveness of handling reports. Work is underway to establish the legal basis for access to the BRP through the Digital Government Act. Furthermore, the MFO has no formal authority to make recommendations to registration holders, which can result in errors not being resolved by the MFO, even though a citizen or business may expect or assume otherwise. Transparent communication about what the MFO can (help) resolve is therefore important.
Use of various methods for broad and detailed insight into the functioning of the MFO
Panteia’s research consisted of desk research, an online survey among 1,000 businesses and over 750 citizens, and 23 in-depth interviews with reporters, registration holders and staff from the MFO and BZK. To reach businesses, the Panteia Business Panel was used. The application of various methods and data collection across multiple target groups provided a thorough and detailed insight into the functioning and effectiveness of the MFO.
The MFO and the Ministry of BZK are using the report as input for the further development of the MFO.
You can find the full research report (in Dutch) here.
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