In mijn vorige blog verkondigde ik nogal stoer dat er geen boosaardige ambtenaren zijn, die met satanisch genoegen de initiatieven van mensen zitten te frustreren. Een enkele reactie heb ik daar wel op gekregen. Er werd getwijfeld aan mijn woorden. Want wat is het dán toch dat ervoor zorgt dat alles zo traag gaat, dat het zoveel kost, dat het lijkt alsof de gemeente niet mee wil werken? Want dat is toch de indruk die gewekt wordt.
Ik meen te kunnen zeggen dat die indruk toch vooral door heel simpele dingen ontstaat. Geen tijd. Geen prioriteit. Geen zin in. Vergeten. Mail niet beantwoord. Is mijn taak niet. Soms zelfs afkeer of afgunst (en daarom net iets minder hard lopen). Jazeker, niets menselijks is de ambtenaar vreemd. Maar volgens mij gebeurt het zo ook in bedrijven, in ziekenhuizen, op universiteiten en bij goede doelenorganisaties. Het punt is alleen: als de klant het zat is bij een bedrijf, gaat hij naar een ander bedrijf. Maar een vergunning wordt nu eenmaal afgegeven door de gemeente waarin de locatie ligt.
Het monopolie van de gemeente is volgens mij een van de grootste struikelblokken in de relatie met de mensen die iets willen. Dat schept specifieke verwachtingen. Burgers, initiatiefnemers komen in een afhankelijkheid terecht die beangstigt. Ze zijn eraan overgeleverd. Jouw wens moet je uit handen geven, je hebt er geen invloed meer op of die wens uit gaat komen. Dat lijkt me ten principale een naar gevoel. En ambtenaren beseffen dit naar mijn mening te weinig. Ze nemen de vraag of aanvraag in, en het verdwijnt in een black box waaruit (mondjesmaat) alleen maar moeilijke teksten en lastige vragen terug lijken te komen.
Onder de noemer ‘klantgerichtheid’ zijn er al veel rapporten, reorganisatietrajecten en cursussen voorbij gekomen in gemeenteland, maar écht klantgericht, écht invoelen is niet alleen een moeilijke zaak, het komt ook nog niet vaak genoeg voor. Ik had het idee dat ik zelf daarin altijd best redelijk bezig ben geweest, maar dat idee kan ook de prullenbak in. Ook ik heb gewerkt vanuit die black box. En de klant maar wachten en wachten, en zich ergeren, en zich afvragen waar ze mee bezig zijn daar, enz. enz…. Én omdat het de gemeente is (‘ons geld!’) én omdat je niet naar een ander kunt gaan, worden zeer hoge eisen gesteld aan de communicatie, en daar kan de gemeente lang niet altijd aan voldoen.
De gemeenten bij ons in de Peel gaan vergaand samenwerken. De Peel 6.1 heet het. Zou daarin ook het idee besloten zijn dat mensen voortaan het gemeentelijk apparaat kunnen kiezen dat hen het beste ligt? ‘Ik vraag mijn omgevingsvergunning altijd in Someren aan, daar loopt het tenminste als een fluitje’. Concurrentie in De Peel. Ik ben niet zo van de stroming ‘de gemeente moet als een bedrijf functioneren’, want de gemeente ís geen bedrijf en zal het ook nooit worden door de politiek-maatschappelijke component. Maar je kunt met zo’n idee misschien wel de blik verruimen, de black box een beetje meer open gooien en de initiatiefnemer het gevoel geven dat hij minder afhankelijk is van één persoon of één partij om zijn wensen te realiseren. Ik vind het zelf best wel een goed idee, en ik neem aan dat de Stuurgroep Peelsamenwerking deze blog nauwgezet volgt, dus dat komt goed!
Oh ja: ‘de initiatiefnemer’ en ‘de ambtenaar’, dat kan ik eigenlijk niet zeggen. Het is meestal niet zo verstandig om individuen over één kam te scheren. Maar als ik alles moet gaan nuanceren leest het niet zo lekker weg. Laat dat voor eens en voor altijd gezegd zijn.
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