Improving Clear Communication through Plain and Direct Language (ESNAV0002)

Commitment ID

ESNAV0002

Commitment Title

Improving Clear Communication through Plain and Direct Language

Problem

Communication in public administrations suffers from several problems: the language used is archaic and technical, aimed more at technicians than at citizens. Administrative texts are riddled with the passive voice, complex vocabulary, poor punctuation and an excess of regulatory references, which makes them difficult to understand. The websites are disorganized, reflecting the internal complexity of the administrations, and are not designed in an intuitive or accessible way. In addition, they partially fail to comply with legal accessibility standards, which particularly affects people with disabilities. This lack of clarity and accessibility creates confusion among citizens, who do not know where to go or how to carry out procedures, and leads to frustrating experiences. The harsh tone of communications and excessive bureaucracy negatively affect society, including SMEs and associations, resulting in unnecessary expenses, breakdowns in public services and evident social unrest.

Status quo

The Government of Navarre has an Operational Plan for Accessibility, which includes the universal accessibility actions of all its departments, and an Operational Plan for Administrative Simplification. In addition, the Universal Accessibility Training includes a module on Clear Communication. Explanatory sessions are also organized for collectives interested in announcements of subsidies, especially in the areas of participation and culture.

However, administrative language is still unclear. Seventy-eight percent of the texts analyzed lack clarity, a percentage that rises to 85% in routine procedures and 97% in documents related to grants, scholarships and subsidies. In contrast, texts on gender-based violence are the clearest: 92% of them are presented in an informal, friendly tone and aimed directly at the people affected. 

Similarly, a third of the population continues to face difficulties in understanding the procedures due to excessive bureaucracy.

Action

The clear communication commitment aims to strengthen the connection between institutions and citizens by means of plain and direct language, promoting a more participatory and democratic society. This commitment implies adapting administrative documents to their target audience, ensuring that all citizens can understand their content, from specialists to people with comprehension difficulties. Priority will be given to the publication of easy-to-read materials for people with intellectual disabilities or comprehension limitations.

Expected results include improved access to information and public services, reduced citizen frustration, and increased efficiency and satisfaction with public administration. Key actions include creating collaboration networks with the third sector, promoting training in universal accessibility, carrying out awareness-raising and visibility campaigns, as well as evaluating communication processes and reviewing policies that could be improved. The overall objective is to recognize access to clear information as a fundamental right.

How will the commitment contribute to solving the public problem described above?

To solve the problem of administrative incomprehensibility, a structured approach to clear communication is proposed by means of several actions. First, raise awareness and provide training on clear communication and easy reading to all registries, citizens service offices and local entities. In addition, create documentation in plain language (templates, forms, etc.) to facilitate its understanding and implement accessible communication campaigns to raise awareness of its need and use. Furthermore, adapt the scholarships for professional training, with dissemination in high schools, and draft the new Health Law in plain language (in the event that it is passed within this cycle). The Participation Law will also be disseminated in language that is clear and easy to read. Priority will always be given to the adaptation of those documents that have the greatest impact, are most widely used or have generated the most doubts. Collaborative networks with the third sector will be leveraged to create and share accessible documentation. Satisfaction surveys will be used to measure whether citizens understand the announcements on participation and the media will be used to report on the progress achieved.

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

The long-term vision of Open Government in Navarre and the commitment to clear communication are two complementary pillars in the search for participatory and transparent governance. Civic participation will be strengthened by ensuring that all communication is understandable, allowing citizens, as owners of public information, clear access to documents and processes, facilitating their genuine involvement in the improvement of public policies and in dialogue. Transparency is enhanced by simplifying language, making accountability accessible to all, which allows society to assess government progress and goals.

Likewise, a dynamic and collaborative citizen service benefits from clear communication, eliminating barriers to understanding and promoting a respectful and close approach. By framing this vision in institutions of exemplary ethical behavior, Navarre consolidates a model of government that recognizes the right to understand, participating in an informed manner and promoting sustainable development as well as social legitimacy.

Primary Policy Area

Inclusion, Right to Information

Primary Sector

Cross-sectoral, Public Services (general)

What OGP value is this commitment relevant to?