Trends in Consular Affairs - for the Netherlands and Dutch nationals worldwide 2018 edition - Government.nl
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2018 edition Trends in Consular Affairs for the Netherlands and Dutch nationals worldwide
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Trends in Consular Affairs
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Table of content
1. Key points 6
2. The aims of consular service 10
3. Consultation with the public and other stakeholders 14
4. Wishes and expectations 16
5. Frameworks 18
6. Guiding principles 22
7. Policy agenda 26
Appendix 1: Consular Products & Services Catalogue 34
Appendix 2: Consular data 66
Appendix 3: Statutory framework 82
Appendix 4: White paper 86
|5|
1 Key points
Key points Dutch people travel, study and work all over the world. Each year, the Dutch make around 25 million trips abroad. More Dutch nationals – around 1 million – live abroad than in Amsterdam. Likewise, there has been a sharp increase in the number of visitors to the Netherlands who require a visa. In 2017 more than 620,000 visas were issued: a 10% increase on 2016. The regulated entry of foreign nationals is of major importance to the Dutch economy. At the same time, it is equally important to be able to deny visa requests if there are doubts about the applicant’s intentions. Our consular teams around the world are always standing by, for the Netherlands’ interests and for Dutch nationals. This is Trends in Consular Affairs: a document drafted by the Ministry of Foreign Affairs on the state of consular services available to Dutch nationals abroad, foreign nationals who require a visa and businesspeople wishing to travel to the Netherlands. An annual public consultation has been started for the purpose of generating input for this document. It is clear from this first consultation that people around the world greatly value consular services. At the same time, it is apparent that most respondents are not fully aware of the scope of the services offered, and the conditions under which they are available. The government feels strongly that consular services should be in tune with customers’ needs. |7| However, it is equally important that customers are aware what they can and cannot rely on, what they are expected to do themselves, and what the Dutch government is able or permitted to do. In this first edition of ‘Trends in Consular Affairs’ we explain the consular service’s tasks and vision, the context and framework within which services are available and our efforts for continued improvement, in line with customers’ wishes and within the bounds of what is possible. The document examines the ongoing organisational development agenda, which we will be building on in the coming years. It also provides, for the first time, an overview of the full package of consular products and services. For more information see the Products and Services Catalogue in the appendix, which explicitly refers to them as a service, as opposed to an instrument of the Netherlands’ integrated foreign policy. ‘Trends in Consular Affairs’, to be published annually, will report on the results of the previous year and function as a white paper, identifying any major problems encountered by those making use of consular services. This document draws on an annual public consultation and includes contributions and evaluations by stakeholders (e.g. audits by the Netherlands Court of Audit and internal and external evaluations). For example, in preparing this document we were in contact with the Ministry of Foreign Affairs’ Policy and Operations Evaluation Department (IOB) concerning the evaluation of the consular service which will be published later this year. The annual report on providing assistance to prisoners abroad, sent to the House of Representatives separately since 2011, will be integrated into this document as of 2019. The Ministry of Foreign Affairs will also ensure that there is targeted communication and clear public information on consular affairs that ties in with this document.
Trends in Consular Affairs
Consular services in focus | 2017
ASSISTANCE TO DUTCH NATIONALS
3,071 Assisted in emergencies
abroad by our embassies
Dutch nationals and consulates
70 45
137 Missing persons Cases of child abduction, abandonment etc.
Hospital admissions
|8| 5
329 Journalists
Cases of financial mediation
385 2,100
Deaths Prisoners
Travel advice Almost 63,500 Approx.
consulted approx. registrations with the 130,000
2.3 million times Information Service passports issued
Figures for various
PRODUCTS
AND SERVICES
Key points
ASSISTANCE IN CRISES ISSUES IN FOCUS
Including the following incidents:
Customer-oriented and modern
consular services, including
3 June External service providers at more
than 90 locations worldwide
Terrorist attack in London
Pilot for online visa applications
in Kampala and Santo Domingo
17 August
Terrorist attacks in Spain – Barcelona & Cambrils
|9|
Combating forced marriage
30 August - 13 September and abandonment
Hurricane Irma in the Caribbean
28 September
Volcano eruption – Agung, Bali European visa policy
and Caribbean visa policy
Almost 620,000 Launch of More than 700,000 direct
short-stay visas issued to netherlandsworldwide.nl interactions with customers via
foreign tourists, business and netherlandsandyou.nl the 24/7 Contact Centre
travellers and students
10% increase
on last year
Trends in Consular Affairs
2
| 10 |
The aims of
consular serviceThe aims of consular service
Consular services include services for Dutch nationals who are travelling abroad and/
or live outside the country, and for non-Dutch nationals who wish to travel to the
Netherlands. For the second category in particular, this document confines itself to
services involving the network of missions (i.e. the embassies and consulates for which
the Ministry of Foreign Affairs is responsible). Consular services have considerable
social and political relevance. They are visible and recognisable, and are on the radar
of the House of Representatives and the media. The coalition agreement confirmed
the Netherlands’ ambition to be a frontrunner in consular affairs. This makes it a
cornerstone of our integrated foreign policy.
Consular services are under a great deal of scrutiny. This is understandable, as they have a direct
effect on people’s lives. Yet at the same time, it is that very quality – the potential to make a positive
impact on people’s lives – that makes the work so enjoyable and motivates those who perform
these services. Consular services are often associated with providing help in emergencies, but their
value also lies in preventing emergencies by ensuring that Dutch nationals are well prepared for their
journey. We help Dutch nationals abroad obtain new travel documents, but also issue non-Dutch
nationals with visas so they can visit or live in the Netherlands. It’s a challenging and broad field,
which has a direct effect on the people it serves.
The Ministry of Foreign Affairs bears primary responsibility within central government for | 11 |
establishing the parameters for and providing consular services. The Netherlands’ aim with regard to
all these consular services and products is as follows: providing good service worldwide.
The consular service’s mission statement describes, in more concrete terms, how the Ministry of
Foreign Affairs pursues this goal.
‘Our services are available 24/7, all year round. The emphasis is on online
services that can be accessed from anywhere in the world. Direct, one-
to-one contact is available when necessary. This service is provided through
our 24/7 BZ Contact Centre, an extensive network of external service
providers, our embassies and consulates and, as and when needed,
our mobile teams. Our goal is satisfied customers worldwide.
To achieve this, we work with our partners, both inside and outside the
government, focusing on the opportunities offered by modern digital
society. We are upfront and reliable when it comes to what we can
(and cannot) do.’De Staat
The aimsvan
of consular
het Consulaire
service
Consular services
Information Assistance for Dutch Population affairs Services to non-Dutch
nationals in emergencies nationals
• 24/7 BZ Contact Centre • Crisis and disaster • Travel and identity • Visas/residence
• Travel advice response documents • Civic integration exams
• Travel App • Consular assistance (in • Emergency documents
• Information Service situations including • Legalisations, official
hospitalisation, documents and
death, murder, consular declarations
missing persons, and certificates
child abduction, • Facilitating voting
forced marriage and abroad
imprisonment)
International Desk
Providing good service worldwide is the foreign ministry’s guiding principle and ambition. Its
| 12 | services are available to Dutch nationals abroad and foreign nationals wishing to travel to the
Netherlands. In this way, the ministry serves Dutch interests and ensures that the Netherlands
is there to help Dutch nationals when needed. This document and policy agenda describes the
measures taken to achieve this ambition. We will develop these measures further in the
coming years.
The International Desk was set up in response to an undertaking specified in the coalition
agreement: improving government-wide services for Dutch nationals abroad by making them
available in one place, creating a kind of central government one-stop shop. This is a much broader
remit than consular products and services alone.Hoofdstuk titel
| 13 |Trends in Consular Affairs
3
| 14 |
Consultation with
the public and other
stakeholdersConsultation with the public and other stakeholders More than ever, when it comes to consular services, central government is committed to giving customers a voice, taking full advantage of the opportunities offered by modern communication technology. This approach will no longer be the exception, but the rule. With this in mind, the Ministry of Foreign Affairs initiated an annual public consultation. The results of the first consultation support the principle that consular assistance should focus on those who really need it, while taking due account of individual responsibility. The public also said it wanted quicker access to up-to-date information on the security situation in foreign countries, and an easier application process for passports and visas (e.g. the possibility to apply online and at more locations). Globally, the focus is on dialogue. This consultation and the present document form the starting point for a long-term annual dialogue with Dutch nationals and other stakeholders on consular services (Global Forum for Dutch Citizens). Our customers’ interests, expectations and problems will also emerge via regular customer surveys, stakeholder meetings, evaluations and the complaints procedure. As part of ‘Trends in Consular Affairs’ the Ministry of Foreign Affairs will take stock annually of the situation and report on problems in consular services experienced by Dutch nationals | 15 | and professional stakeholders (white paper; appendix 4). Wherever possible, the results of the consultations will be used as input for efforts to modernise, improve and streamline the consular service in the years ahead. These results are especially relevant for the Ministry of Foreign Affairs, but where appropriate they will be passed on to other partners within central government, so the necessary steps can be taken.
Trends in Consular Affairs
4
| 16 |
Wishes and
expectationsWishes and expectations
Public consultations and dialogue with customers are crucial; they help to shape the
services we offer. However, there are certain expectations and wishes that cannot
be met. These limitations result from national and/or European legislation, financial
constraints, organisational capacity and the competences of and dependence on
other parties.
In addition to this, it should be remembered that consular services are offered in a context in which
change is the only constant. Conflicts, terrorism, violence, natural disasters and political, social and
technological developments all influence the international environment and the economic and
security landscape within which consular services operate.
For example:
• Different laws, rules and customs apply abroad, and the approach taken by other countries
will not always be comparable to that of the Netherlands. These differences are most apparent
in countries where society and the general level of care deviate most sharply from what is
customary in the Netherlands.
• Thanks to mobile phones and social media, the nature of the demand for assistance on the part
of Dutch nationals abroad has evolved. More and more often, people who are unable to contact
a family member abroad ask for consular assistance. At the same time, modern communication
technology has enhanced people’s self-reliance, and the Ministry of Foreign Affairs is less often | 17 |
asked to provide financial mediation in the event of loss or theft.
• The popularity of online shopping has fostered a mentality of ‘order today, get it tomorrow’.
Accordingly, people applying for consular products expect applications to be easy and delivery
swift. The Ministry of Foreign Affairs can, to some extent, fulfil this expectation, but at the same
time it has a duty, when performing its public task, to ensure that its decisions are taken with
care and consideration.
• Our fast-paced online society and engaging television programmes like Ontvoerd (real-life
cases of child abduction) and Floortje naar het einde van de wereld (adventurous travel)
bring the world into our living rooms at the touch of a button. However, reality is often more
complicated than what we see there.
• In many situations, foreign governments have exclusive authority to act. The Dutch government
is often only able to offer indirect support or mediation, in partnership with the foreign
government. The local security situation and the state of diplomatic relations with the country
in question also have a bearing on the level of service we can offer. This is particularly true in
conflict areas. And in some situations, for example in the immediate aftermath of a natural
disaster, lack of infrastructure may mean that little or no assistance is available, at the very time
that it is most needed.
• Economic growth and globalisation have resulted in a dramatic increase in the number of
travellers and visa applications. Although this is ultimately to the benefit of the Netherlands,
it is more important than ever to exercise care in making decisions about who is and is not
allowed into the country. We have a duty to combat terrorism, crime and irregular migration.Trends in Consular Affairs
5
| 18 |
FrameworksFrameworks
Asking customers about their wishes and ideas will help us understand how to improve
the services we offer and our communication with customers. At the same time, there
is the risk that customers will then expect us to meet all their wishes. Although it is
good to be aware of what customers would like to see in an ideal world, it must also be
clear that we do not have unlimited freedom and resources. Moreover, individuals also
need to shoulder some degree of responsibility.
The Ministry of Foreign Affairs is focusing on being upfront and reliable, by being clear about:
• what consular services the government provides, and the parameters within which this is done;
• what limits exist on what the Dutch government can, or may, do, and how that affects its
decisions; and
• what customers can and cannot rely on, and what they are expected to do themselves.
See the appendix, which provides an overview of the full package of consular products and services.
It sets out the services available and specifies the frameworks which apply.
These frameworks include the following issues that touch on several aspects of consular services:
• The frameworks applicable to providing consular assistance to Dutch nationals in an emergency
have not been described clearly and consistently, and they are not widely known. Accordingly,
Dutch nationals are unaware of what they can and cannot rely on, what they are expected to | 19 |
do themselves, and what limits there are to what the Dutch government can and cannot do.
This may lead to unrealistic expectations. The type and level of consular assistance currently
offered is based on the Ministry of Foreign Affairs’ many years of experience in this area. Like
many other countries, the Netherlands has no national legislation on consular assistance and
the form it should take. It is up to the government to determine these things, with due regard
for the principle of proper administration. The guiding principle is the right to equal treatment,
as set out in the Constitution.
• Other products and services are governed by formal, established national, international and
European frameworks in the form of legislation (e.g. European laws on visas or international
agreements on legalisation). Although there is certainly value in having a legal basis for consular
services, such legislation can also limit the scope for modernising customer-oriented
consular services.Trends in Consular Affairs
Frameworks
This document addresses both of the above issues and describes how the Netherlands intends to
address them. In addition to these factors, the scope of the Ministry’s own capacity and resources
(and those of the network of missions) means that priorities must be set. Providing services abroad
is expensive and calls for clear choices.
The mission network
The Netherlands provides consular services through its approximately 140
representations, e.g. embassies and consulates-general, worldwide. These
representations are responsible for Dutch interests in 224 countries and regions.
The Netherlands’ mission network is the 18th most extensive in the world. These
representations are run by a combination of local staff and staff posted from the
Netherlands. They are supported by 282 honorary consuls worldwide, especially
in the area of economic diplomacy. Providing consular services is one of the core
tasks of the Ministry of Foreign Affairs, and the one that brings Dutch people
abroad most closely into contact with it.
| 20 |Hoofdstuk titel
| 21 |Trends in Consular Affairs
6
| 22 |
Guiding principlesGuiding principles
In view of the consular service’s ambitions, and the frameworks and context within
which they are pursued, the Ministry of Foreign Affairs observes the following
guidelines and principles.
The customer’s own role and responsibility
• It is important to remember that consular customers have their own role to play. It is the
responsibility of everyone who travels abroad to prepare properly for their trip. This includes
finding out beforehand about the security situation at their destination, ensuring that they have
the correct documents and insurance, and completing and submitting an application for a travel
document or visa. Moreover, anyone who travels outside the Netherlands must respect local
rules and customs. Taking responsibility for your own behaviour includes being respectful of
your surroundings and to the service providers you encounter. The government helps people
take responsibility by actively providing adequate information, but it also reminds travellers
that there are consequences for disrespecting local standards and ignoring advice.
Reliable and predictable
• The government is clear about the role the Dutch government plays and what customers of
the consular service can and cannot rely on (with due regard for the amount of scope for Dutch
nationals, the private sector, civil society groups and international partners to take action
themselves). | 23 |
Modern and customer-friendly
• The Ministry of Foreign Affairs facilitates access to the services it offers by providing high-
quality information and by ensuring that consular products and services can be applied for
online and/or as close to the scene as possible.
Online where possible and in person where necessary
• When customers need to speak to someone, the authorities can be reached 24 hours a day,
seven days a week via the 24/7 BZ Contact Centre. They can also solicit help from the network of
missions and the network of external service providers. For major events and crisis situations,
the Ministry of Foreign Affairs will where possible deploy consular experts at the scene and
work with mobile teams.Trends inprinciples
Guiding Consular Affairs
Added value and a tailored approach
• The services offered by the Ministry of Foreign Affairs are provided on behalf of and at the
expense of the taxpayer. Accordingly, services are made available if they have added value, in
places and circumstances where the need is most pressing.
• Some consular issues can only be resolved through contact between the Dutch government and
the government of the country in question. To ensure it remains an effective tool, the Ministry
of Foreign Affairs only uses diplomatic escalation (including quiet diplomacy) selectively,
following careful consideration. Adopting a tailored approach creates room to provide active,
efficient and personal service in urgent situations, for example when someone’s immediate
safety or human rights are threatened. However, this means that the government will pull back
once the person concerned is deemed to be self-reliant again.
No interference in the internal legal order of other countries
• The Dutch government does not interfere in the internal legal order of other countries.
• The Netherlands respects other countries’ laws (‘When in Rome...’), but it will offer assistance
and advice where possible.
• Equally, with due regard for its rights and obligations under international law, the Netherlands
does not permit foreign consular services to interfere in the Dutch legal order.
| 24 | Cooperation with Dutch and international partners
• The Ministry of Foreign Affairs is focused on cooperation with internal and external partners.
Each party operates in line with its own responsibilities and expertise, with one shared goal in
view: serving the interests of the Netherlands and Dutch nationals. Sharing information is an
important part of this.
• Consular services are provided by embassies and consulate-generals worldwide and the
Ministry of Foreign Affairs in The Hague working together. Often they are aided by honorary
consuls around the world who can step in during emergencies.
Respect for the individual – confidential and independent
• Ultimately, the emphasis is on the specific service provided to individual Dutch citizens, with the
guiding principle of across-the-board equality.
• The rights and privacy of individuals must be protected wherever possible; discussions in the
media and in the political arena are therefore confined to general topics rather than specific
cases and individuals.
• In the interests of maintaining confidentiality while staying effective, the Ministry pursues quiet
diplomacy.
• Consular services are provided independently and neutrally, free of political considerations or
other aspects of foreign policy.
• Consular cooperation is sought with all partners worldwide, independent of other bilateral
relations.Hoofdstuk titel
| 25 |Trends in Consular Affairs
7
| 26 |
Policy agendaPolicy agenda
Information provision
The multi-channel approach
• Wherever possible, consular services are provided where the customers actually are and where
the information is required. The emphasis is on offering our consular products to customers in a
user-friendly, accessible manner, 24 hours a day, seven days a week, whether they are preparing
for a journey, applying for a travel document or visa, or dealing with a problem that has
arisen abroad.
• Customers can choose which channel they wish to use to ask for information or contact
consular officials. Online, they can visit the websites netherlandsworldwide.nl and
netherlandsandyou.nl, while the 24/7 BZ Contact Centre can be reached by phone, email and
Twitter (and via chat and WhatsApp in the near future).
Expanding the service to include government-wide products and services
• With a view to meeting the needs of Dutch nationals abroad, the coalition agreement specified
that government-wide services should be available in one place (the 24/7 International Desk).
The current 24/7 BZ Contact Centre already receives questions about products and services for
which other parts of central government are responsible (e.g. driving licences, DigiD, old-age
pensions or taxes).
• The existing infrastructure of the 24/7 BZ Contact Centre, the network of missions, external service | 27 |
providers and the website netherlandsworldwide.nl forms a good basis for giving shape to the
International Desk in the coming years. This project will take several years to complete, requiring
close cooperation with the relevant partners within central government and implementing
organisations. The type of information and services available will be expanded step by step.
• Three steps will be taken this year:
»» completing a global customer satisfaction survey among Dutch nationals abroad;
»» setting up an online and phone-based service, which offers sufficient – but
rudimentary – referrals to the most relevant government parties;
»» moving several products/services to the Desk, in the form of a pilot project.
Improved information services concerning security abroad
• Central government wants Dutch nationals to be well prepared for their trips abroad and to
keep them abreast of relevant news when they are out of the country. Accordingly, the Ministry
of Foreign Affairs actively works to provide information to Dutch nationals on the security
situation abroad.
• Dutch nationals who travel abroad are responsible for their own safety and for taking the
appropriate steps to that end. At the very least, all Dutch nationals are expected to be informed
about the security situation at their destination and take out appropriate travel insurance. This
information is available via online travel advice via netherlandsworldwide.nl, the 24/7 Travel
App and the Information Service.Trends in Consular Affairs
• The Ministry of Foreign Affairs aims to increase the public’s awareness of these services by:
»» intensifying cooperation with leading stakeholders in the areas of travel
and safety and security abroad. Examples include the Dutch Association of
Travel Agents and Tour Operators (ANVR), the Disaster Fund, major travel
organisations, emergency support centres and insurers. For example, the
Ministry and the ANVR are joining forces to implement the EU Directive on
package travel and linked travel arrangements. An annual meeting will be
arranged between stakeholders and the Minister of Foreign Affairs;
»» continuing the Ministry of Foreign Affairs’ public information campaign, which
emphasises the importance of thorough preparation and spotlights consular
information services; this campaign will increasingly involve other government
bodies focused on the same target groups;
»» where possible, pointing customers in the direction of our travel advice when
they book their trip.
• Improving the quality of the services available, by:
»» making sure that information is as up-to-date as possible (with accuracy
taking precedence over speed);
»» providing the most specific information possible on the security situation
abroad;
| 28 | »» checking periodically (at least one every four years) whether the information
provided is still relevant to the wishes and experiences of the target group.
• Improving the technical quality of the services, by:
»» ensuring that they are compatible with standard operating systems;
»» optimising user friendliness, based on customer feedback;
»» adding new services, based on customer feedback.Policy agenda
Consular assistance
Managing expectations
This document is the first attempt at providing a clear, complete overview of the consular assistance
available to Dutch nationals abroad. Over the coming months and years, the Ministry of Foreign
Affairs will engage with the public to raise awareness as broadly as possible about the parameters
within which consular assistance is offered. Consular assistance, as described in the products and
services catalogue in the appendix to this document, is the starting point for clear and accessible
public information. One of the communication goals is to inform Dutch nationals of what they can
and cannot rely on in the event of an emergency abroad, what they are expected to do themselves,
and what limits there are to what the Dutch government can and cannot do abroad. Among other
things, the scope of consular assistance is dependent on Dutch nationals’ own role, responsibilities
and behaviour, and whether they hold multiple nationalities. These factors are also explained. This
information allows Dutch nationals to prepare more thoroughly for a stay abroad, enhance their
self-reliance and shoulder a certain degree of responsibility. As a result, the Ministry of Foreign
Affairs can focus its assistance on those who need it the most and have no one else to turn to.
EU cooperation in the event of a crisis and in specific cases
Cooperation at EU level contributes to the safety and security of individuals and to further improving
the service available, for example the response in crisis situations. This was highlighted during the | 29 |
Netherlands’ Presidency of the Council of the European Union in 2016, and in specific situations in
which EU partners are increasingly working together. European nations are also joining forces in
specific areas, for example combating forced marriage and abandonment.
The Netherlands continues to support robust European cooperation on consular matters and works
actively to achieve it. However, this is not easy and it will not happen overnight. Until sufficient
quality is guaranteed across the board at European level, the Netherlands will continue to set the
tone for its own consular services.
Vulnerable groups
This document constitutes the starting point for the further development of policy for specific
aspects of consular assistance and certain vulnerable groups – see the following three examples.
• The task and added value of consular assistance for psychologically distressed/homeless people
lies primarily in communicating with the relevant parties in the Netherlands and abroad and
in facilitating the processes of foreign and Dutch medical or other institutions. The assistance
currently available is often unsatisfactory because provisions are not available for this specific
category of vulnerable Dutch nationals either at home or abroad. Over the coming months the
Ministry of Foreign Affairs will work hard to draw up an integrated approach, together with its
national and international partners, whereby each party will carry out its share of the tasks and
the consular assistance provided will be proportionate and effective.
• In the past year, central government has sought to strengthen and pool expertise on forced
marriage and abandonment in order to increase the effectiveness of its approach. In the comingTrends in Consular Affairs
months it will be a priority of consular policy, with the Ministry of Foreign Affairs taking active steps
in this regard by engaging in interministerial and international cooperation in this area. This will
help us prevent new cases from occurring and offer victims the support they need. The Ministry
of Foreign Affairs also works closely with the National Expertise Centre on Forced Marriage and
Abandonment (LKHA).
• As part of our customised approach, we pay particular attention to the consular assistance
given to vulnerable Dutch prisoners abroad. These prisoners may be vulnerable due to a
range of factors including age, illness, addiction and discrimination. We are working with
other organisations involved in assisting Dutch prisoners abroad to look at ways of identifying
vulnerable individuals as early as possible.
Population affairs
Travel documents
The Ministry of Foreign Affairs is responsible for issuing travel documents to Dutch nationals living
abroad. The Ministry also issues emergency documents to Dutch nationals abroad whose travel
document has been lost or stolen, allowing them to return to their place of residence. In most
countries Dutch nationals can currently apply for a travel document at the embassy in the country’s
capital and/or at a consulate-general. Non-resident Dutch nationals can also apply at one of several
| 30 | border municipalities or at the Haarlemmermeer municipal desk at Amsterdam Schiphol Airport
while visiting the Netherlands. Over the next few years central government wants to bring its travel
document services closer to customers and to digitalise these services as far as possible without
compromising either security or quality.
• Following a successful pilot project in Edinburgh, the option to submit passport applications
via external service providers (ESPs) will be rolled out at other locations around the world. In
selecting these locations, the Ministry took account of the wishes of parliament and carefully
considered which cities would entail the greatest possible added value for Dutch nationals
abroad. Relevant factors included the distance to the nearest professionally staffed Dutch
mission with a consular desk, the distance to the Netherlands and the possibility of offering
an additional premium service outside regular opening hours. In 2018/2019 ESP passport
service will be expanded to London and an additional location in the Midlands (UK), Edmonton
(Canada), Perth (Australia), Chicago (US) and an as yet undetermined city in Spain.
• Missions in several countries around the world already use mobile fingerprinting devices
for off-site passport applications. This roll-out will be stepped up, allowing applications for
travel documents to be submitted at locations other than embassies and consulates-general.
The Ministry of Foreign Affairs intends to start using mobile fingerprinting devices on a more
regular basis to supplement the existing mission network and the extra ESP locations. Consular
staff members will be released from other duties to travel with the device to various countries
around the world and allow Dutch nationals abroad to apply for travel documents closer to
home. Where possible these ‘mobile consular brigades’ will also provide other
government services.Policy agenda
• At the same time the Ministry of Foreign Affairs, together with the Ministry of the Interior
and Kingdom Relations, which is responsible for the policy on travel documents, is reviewing
the options for digitalising the application process for travel documents as much as possible.
Due to the requirement laid down in the Passport Act that applications must be submitted in
person, a fully digital process is not an option at this time. One important reason for this is
security, as the House of Representative was recently informed.
• Finally, this year saw the launch of the passport tool on netherlandsworldwide.nl. With the help
of this tool, applicants can create an online personal checklist of the documents they need to
submit. As a result, they can come to their appointments well prepared, and applications can be
processed faster.
Voting while abroad
It is still possible to cast your vote while abroad by sending or handing in postal votes to an embassy/
consulate-general. In addition, the Ministry of Foreign Affairs will look into the pros and cons of
setting up regular polling stations at embassies in countries with a large Dutch community. The
Ministry will also consider the options for more active efforts to register voters, increase turnout and
answer questions put by voters worldwide.
Phasing out the legalisation of foreign documents
Legalisation is the process of making documents suitable for use in another country. The Ministry | 31 |
of Foreign Affairs legalises Dutch documents for use abroad and foreign documents for use in the
Netherlands. It is in the process of phasing out its role in the legalisation of foreign documents for
use in the Netherlands, wherever possible.
Already, the Ministry is not involved in legalising documents from the 117 countries that are party
to the Convention Abolishing the Requirement of Legalisation for Foreign Public Documents
(Apostille Convention, 1961). The Convention provides for a simplified procedure that makes official
documents suitable for use in another country. An official body in the country where the document
was issued affixes an apostille, i.e. a stamp or sticker with a standard format, to the document
allowing it to be used elsewhere. The missions currently still legalise documents issued in 40
countries. At the missions in 40 other countries this practice was discontinued on 1 January 2016 in
consultation with visa and immigration system partners, because the apostille offered a false sense
of security. In light of the limited added value, the Ministry, in consultation with the parties involved,
intends to phase out this practice in the 40 countries where foreign documents are still legalised
at the missions. The legalisation of foreign documents issued by an embassy or consulate in the
Netherlands, a service currently provided by the Consular Service Centre (CDC) at the Ministry in The
Hague, will also be phased out. The same applies for the service by which the CDC can mediate for
Dutch nationals who want to request documents from abroad and/or have documents legalised
abroad. This decision was made on account of the long processing time, the high costs to the
applicant and the fact that the internet allows members of the public to request such documents
from abroad with increasing ease.Trends in Consular Affairs
Schengen visas
The Ministry of Foreign Affairs is responsible for issuing short-stay visas – also known as Schengen
visas. Performing this task, which is part of the regular admission procedure, makes the Ministry part
of the Netherlands’ immigration system.
• The number of Schengen visa applications for the Netherlands rose by 45% between 2011 and
2017. Short-stay visitors to the Netherlands are very beneficial for our country. According to a
recent report published by SEO Amsterdam Economics, visa policy boosts the Dutch economy
by more than €300 million a year. More and more business travellers and tourists are finding
their way to the Netherlands. The aim is to make entry as simple as possible for this target
group.
• The report shows that business travellers bring more benefits than other types of traveller. SEO
also identified nine promising countries where the Netherlands’ visa policy yields particular
results. The rise in the number of applications, combined with the recognition that certain
groups of visa holders boost the Dutch economy, means that it is in the country’s interest to
identify additional target groups that can be assisted by central government. The Orange and
Blue Carpet visa facility programmes are examples of this. The programmes were set up for
businesses that have good ties with the Netherlands and for employees of Dutch shipping
companies, respectively. In the year ahead the Ministry of Foreign Affairs will be working with
private sector partners to explore opportunities for introducing similar programmes to be
| 32 | aimed at startups, specific sectors or businesses from countries of interest to the Netherlands.
• Another important measure that will be taken to facilitate Dutch interests is the use of
commercial visa application offices (external service providers). This will allow central
government to bring the service closer to the client, making it easier to apply for a visa for
the Netherlands. An online visa application form has also been developed. Unfortunately,
applicants will still need to visit the ESP visa applications office in person to register their
biometric data.
• The Ministry of Foreign Affairs has begun centralising the decision-making process in The
Hague. Between now and the end of 2020, regional back offices will gradually be transferred to
the Consular Service Organisation (CSO) in The Hague. The CSO is a central back office where
decisions are taken on visa applications, in conjunction with other partners in the immigration
system. The CSO performs this task for various missions that have final responsibility for issuing
visas. The Netherlands is in talks with the European Commission on how this procedure can be
integrated in existing Schengen agreements.
• Issuing visas is in the Netherlands’ economic interests. At the same time, before a visa can be
issued, possible risks to public policy and security and the risk of the applicant overstaying
their visa must be assessed. The Netherlands has introduced a new procedure to deal with the
sharp increase in the number of visa applications: information-supported decision-making
(IOB). Information-supported decision-making uses data analyses to flag opportunities, risks,
trends and patterns. It enables staff to focus attention on applications that may pose a risk. This
means that the Netherlands will be able to process the vast majority of visa applications
more quickly.Policy agenda
• With this new approach, the Netherlands will make optimum use of the opportunities offered
by digital technology. Indeed, improved use of information is the future, as long as it meets the
associated conditions set down in national and international legislation. Being willing and able
to share information is vitally important, but unfortunately not always standard practice.
• Part of continuing to develop information-supported decision-making involves tapping into
additional sources of information, especially from our partners in the immigration system.
Moreover, the Netherlands will also draw on information from public sources or European
systems. The Netherlands is also keen to access and store information about the local context
of visa applications, and to flag current trends and patterns with the help of the network of
missions.
• Within the Schengen Area, the Netherlands is at the forefront of such efforts. The idea is to
encourage the European Commission and Schengen partners to take the same direction and to
anchor this development firmly in future EU legislation.
These are the measures the Ministry of Foreign Affairs is taking in the interests of providing effective
consular services for the Netherlands and for Dutch nationals worldwide.
| 33 |Appendix 1 Consular Products & Services Catalogue
Appendix 1
Information36
24/7 BZ Contact Centre 36
Information about security and crises abroad 36
Travel advice 36
Travel App 38
Information Service 39
Assistance for Dutch nationals in emergencies 40
Crisis and disaster response 40
Consular services for Dutch nationals abroad 40
Hospital admissions 42
Deaths 42
Psychologically distressed/destitute people 43
Financial mediation 45
Loss/theft/robbery 45
Missing persons 45
Special cases 45
Attacks46
Kidnappings46
‘Returnees’ and other threats to national security 46 | 35 |
Family issues 46
Forced marriage and abandonment 47
International child abduction 47
Reciprocal consular diplomacy 48
Other cases and aftercare 48
Prisoners 48
Vulnerable prisoners 50
Proactively providing information on WETS/WOTS 50
Legal assistance 50
The course of justice abroad 51
Death penalty 53
Population Affairs 54
Travel and identity documents 54
Voting while abroad 56
Other matters that fall under Population Affairs 56
Provision of services to non-Dutch nationals 60
Schengen visa 60
Caribbean visas 62
Authorisation for temporary stay 62
The civic integration exam abroad 63Trends in Consular Affairs
Information
24/7 BZ Contact Centre
Consular services start with the provision of accurate information and responses to queries.
Launched in 2015, the 24/7 BZ Contact Centre responds to first-line queries about consular services.
Anyone can contact the centre if they have a question about emergency assistance, travel advice,
travel documents, visas and legalisation.
The Contact Centre is part of the Ministry of Foreign Affairs and can be reached 24 hours a day, seven
days a week on a single number: +31 247 247 247. As a result, customers can now choose between
looking up information online using the netherlandsworldwide.nl or netherlandsandyou.nl websites,
or getting in touch with the Contact Centre by email, phone or Twitter. The 24/7 BZ Contact Centre
responds to first-line queries about consular services and refers customers to the right place to find
more information, make an appointment to apply for a consular product or service, or
– in emergencies – puts customers in touch with second-line support.
Information about security and crises abroad
By providing useful, up-to-date information on security and crises abroad, the foreign ministry
ensures that Dutch nationals are better prepared for their trips and can stay abreast of relevant
| 36 | events when travelling. That said, it remains the underlying principle that customers themselves are
responsible for their own safety and for taking adequate steps to avoid risks. At the very least, Dutch
nationals are expected to inform themselves about the security situation at their destination and
take out appropriate travel insurance. Our focus is on prevention, i.e. ensuring that Dutch nationals
abroad don’t encounter problems in the first place. Failing that, we seek to mitigate any problems
they may experience.
Information about security and crises abroad is made available in three ways, through:
• online travel advice on netherlandsworldwide.nl
• the Ministry of Foreign Affairs Travel App
• the Ministry of Foreign Affairs Information Service.
Travel advice
The ministry’s online travel advice sets out the security risks to Dutch nationals travelling abroad,
using text and internationally recognised, colour-coded maps. The advice is independent, neutral
and free from political influence.Appendix 1 We observe the following principles when Montenera (fictional example) drawing up travel advice: • The safety and security of Dutch nationals abroad is paramount, and only things that pose a risk to Dutch nationals are included in travel advice. This means the advice is strict when necessary and flexible when possible. • Travel advice is drawn up with great care and based on objective and independent information gathered from a range of sources, including intelligence services, local authorities, other European Union member states, ministries, the global network of Dutch missions, companies and non-governmental organisations. • The advice is kept as up to date as possible, with accuracy taking precedence over speed. As a result, advice may not always match information available from other sources, such as the media, that has not been gathered and | 37 | consolidated by the Ministry of Foreign Affairs. • In some cases the Dutch authorities can offer only very limited consular assistance in certain regions, or possibly none at all. This is explained in the travel advice for the regions in question. If Dutch nationals experience problems in such regions and request consular assistance, the Ministry of Foreign Affairs can attach conditions or consequences to this assistance. For instance, the Ministry may charge them for providing exceptional assistance and/or publicly condemn their actions, even if it does ultimately assist them. • In its travel advice, the Ministry of Foreign Affairs refers readers to information that the Ministry has no ownership over, but which is relevant for the security of Dutch nationals. This includes information from the National Coordination Centre for Travel Advice (LCR) and the Royal Dutch Touring Club (ANWB). • The advice, which uses the central government visual identity, is designed to be as user-friendly as possible. It is written using B1-level language, so that the content can be understood by the vast majority of the Dutch population. The security situation in each country is also shown using colour-coded maps.
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