Clear Language Work in the Public Sector - The Norwegian Model

Transcription

1 Clear Language Work in the Public Sector - The Norwegian Model Sanja K. Skaar Senior adviser Co-ordinator of Clear Language Work in Norway s Civil Service

2 Journey to Norway the next 30 minutes Introduce the Norwegian context and model Present how we work Show two cases from Norway Give you some advice lessons learnt from the Norwegian work

3

4 The Norwegian Model + + +

5 How did we get started? The story began in 2007 with a question at the Parliament to the Minister responsible for The Norwegian Public Pension Fund The timeline Project period 2011 Clear Legislative language project Continued work Difi and Språkrådet 2014 Programme for municipalities Difi new strategy

6 Why is plain language important? Democracy Respect and trust Efficiency User-orientation

7 Dedicated politicians Democracy, openess and participation Plain Language in laws and regulations Plain language in municipalities Efficiency Plain legal language in education and research

8 The organisation in the project period In charge of the project Responsible for the project management, administration and communication 2 FTE Lingustic reponsibility 1-2 FTE

9 Clear language in policy documents Language policy (2005) white paper Communication policy (2009) egovernment policy (2012) Accessibility strategy (2015) Digital agenda (2016) white paper

10 Methods Use of carrots Use of humor Sharing is careing Giving roles to the politicians

11 The Norwegian strategy Build awareness Stimulate to adopting good and user-friendly language Develop knowledge Build capacities Develop tools Share experiences Get the managers on board Involve the politicians

12 1,6 million EUR in the project period Project funding and grants to the government agencies Purchase of clear language courses Clear language prize Conferences, seminars Development of klarspråk.no Scholarships to students Surveyes etc.

13 Activities Assisting agencies that want to start clear language projects in their own organisation Giving advice in clear language project management and guide for planning and executing plain language projects in governmental agencies Developing tools: guidelines, checklists, case studies, language games and quizzes Gathering examples (before and after) and sharing experiences Custumised courses from the Language Council of Norway held in the agencies The Norwegian government s Plain Language Prize

14 Funding and grants Purchase of consulting services for development of language profiles or guidelines Work on texts Lectures Clear language cources from the private market E-learning cources in the agencies Document analysis and surveys Evaluations User testing and development of templates Clear language courses

15 Achievements and the evaluation Great effort Increased awareness More knowledge Concrete work with rewriting texts Good results when project were well rooted The right mix of activites Important inspiration and driving force for activities in the agencies A considerable number of activities and agencies involved in the project

16 After the project period Continued with seminars, national clear language conference, the prize, klarspråk.no, diverent tools, some grants The most successful product: e-learning course in plaing language New project: Plain Legal Language

17

18

19 The project Plain legal language Launched in 2011 by Minister Rigmor Aasrud from the Labour party The language in laws contaminates all types of texts in the public sector People find it hard to read and understand laws and regulations

20 The Plain legal language project has four goals: 1) Building knowledge and awareness 2) Developing new model laws 3) Changing the law making process 4) Changing the educational system Surveys, research, reports, seminars, conference and courses. Grants. Four ministries got language and legal assistance, learned new working methods, laws were user tested. New requirements for lawmakers are on the way. Involving the Oslo University in our work, seminars, conferences, grants to students.

21 Results so far the four model laws Defence Act. Reduced from 130 paragraphs to 70. The law has come into force. Also the regulations have been revised. Adoption Act. Has passed through Parliament. Education Act. Totally rewritten. A new Government Committee will build on the revised version. Inheritance Act. Will merge with another law, is still being worked on.

22 A historical treaty signed in August 2016 The Ministry supports the University of Oslo, Law Faculty, with EUR each year for the next 10 years

23 Lessons learnt More emphasis on the documentation of the results More emphasis on measuring effects Be more clear on what is the role of the leaders and the clear language coordinators and language ambassadors in the agencies More efforts on connecting clear language to other modernising efforts More support to the leaders in how to build culture for clear language work More emphasis on the working processes and not only the products (text)

24 New strategy Where are we now? Where are we heading? What caracterizes the Norwegian state government today? Where is the state government heading? How can we work smarter?

25 Skedsmo municipality

26 What were the results? The process, from the application is recieved to a new resident moves in is more efficient. Wait times reduced from 3-6 months to 5 weeks. Shared worldview and removed silos Changes in the work process Managers with authorities led the way User testing crucial to the result

27 The Norwegian Gaming and Foundation Authority

28 What did they measure and what were the results? 1. The users opinions on the language in the written communication. User surveys in 2011, 2012 and In 2015, about 80 per cent responded that they think the Authority uses a plain and clear language in its written communication. This is a notable increase over 2011 and Attitudes to plain language among the employees - Surveys in 2011, 2012 and Most staff members have found that legal and plain language can be combined - In 2015, 96 % of staff responded that plain language is a democratic right 3. The number of telephone inquiries and s from users - Registrations in some teams in 2011 and The number of telephone inquiries and the duration of the conversation with the users dropped by about 30 per cent in one year.

29 What did they measure and what were the results? 1. Telephone survey among recipients old vs. new letter. Nearly 40 % previously used 3 minutes or more. Average reader spent 40 % less time to understand the information. 2. Registered the number of inquiries made to the information service and the traffic stations. 40 % fewer inquiries due to the new letter. Received fewer «easy» questions and more complex questions by telephone

30 Other desirable effects that are not documented in numbers Better and valuable documentation of usage patterns in the entire process. Documented the work method. Improved understanding within the organisation on how to work on clear language, universal design and online communication.

31 Why should we document and measure results? Impacts on the users They save money and time. They understand their rights. They get more satisfied with the public services. They get more trust in public sector.

32 Why should we document and measure results? Impacts on the organisation Give insight to improve performance. Show the effects of the invested effort. Help to integrate the clear language work in all service development. Anchor clear language work in the performance management documents. Build culture and sustainability.

33

34 The middle manager is under pressure They find it difficult to give priority to plain language in their daily work. Plain language work is seen as something extra, not established as a part of the daily work. They experience a lack of dedicated resources.

35 Key factors for achieving clear results Resources Leaders Documentation and measurement Systematic work

36 Causal chain model clear language work CLEAR LANGUAGE ACTIVITIES PRODUCTS RESULTS POSITIVE EFFECTS IN THE SOCIETY Building capacities and developing skills User-friendly letters and digital services Change in attitudes and behaviour Redused public expenditure Developing tools Language profile, best practice More effective exchange of information Increased public efficiency and productivity Exploring new ways of working methods Cources, seminars, campaigns Written communication easier to understand Improved quality of the public services User involvement Long-term routines More effective use of employees working hours More satisfied citizens Documentation and measurement Developing clear regulations Engaging managers Clear language in performance management documents Clear language integrated in all services Reduction of misunderstandings, complaints and unnecessary inquiries Ensured equal opportunities for all citizens Increased the citizens confidence in the authorities

37 Our recomendations Use carrot and humor Find your supporting partners Build clear langugage competences in the ministiries and agencies Combine plain language with other reforms, modernation or digitisation Find good examples and show them Meet and cooperate Give role to the politicians Give role to the leaders and support them with tools they need Document results and measure effects Think working processes, routines, culture building and User involvement, user involvement, user involvment

38 The Norwegian experiences show that clear language can Reduce public expenditure Increase public efficiency and productivity Improve the quality of the public services Make the citizens more satisfied with the public services Improve the citizens trust in the public authorities

39 CLEAR COMMUNICATION CLEAR RESULTS September Oslo, Norway Plain Language Association International Conference 2019

40