National Ombudsman Alex Brenninkmeijer says digital communication between citizens and the authorities leaves much to be desired in a report out on Wednesday.

Companies and citizens are in the dark as to whether emails that are sent to the (local) authorities are actually regarded as official attempts at communication at the other end. Emails sent by the authorities are confusing because they are accompanied by a disclaimer: ‘no rights may be derived from the contents of this email’. It is also unclear when people can expect an answer to their e mail.
‘Digitaal verkeer tussen burgers en overheid’(Digital communication between citizens and authorities) focuses on three main themes: accessibility by email, the use of disclaimers and client expectation. 104 (local) authorities were asked about their email services and groups of clients were interviewed about their experiences and expectations.
Many (local) authorities haven’t officially opened the possibility for email contact. If there is an email address on the site or on paper, authorities are required by law to allow communication by email.
And disclaimers are ‘not done’, says Brenninkmeijer. ‘It is very strange to receive an email which explains something or which promises me something to then see that I cannot derive any rights from it. The authorities should take responsibility and make sure that the information they send out is trustworthy.’
Authorities also fail to make clear when and how they are going to respond to email. According to Brenninkmeijer, (local) authorities should apply the same rules to digital communication as to written or spoken communication. They must be aware of the needs of companies and citizens, be accessible and helpful and polite.
This is an unofficial translation