Customized information: how Breda municipality breaks through stress and shame with Divis from Indiveo

Breda City Council faced a challenge: how to make debt relief understandable to people struggling with stress, language barriers and shame. An internal team that was initially skeptical raised questions about the connection of digital information to residents' perceptions and the recognizability of the platform. Yet these very employees grew to become the driving force behind a successful transformation of communication to residents. 

Image: © Maudy Gorisse-Rombouts, Trajectory Supervisor & Project Leader Youth Perspective Fund & Maud Heestermans, Schulphulpulpverlener, municipality of Breda. 

The challenge: complex information, vulnerable audience

Debt relief is complicated enough as it is. And then when the standard flyers and letters are also full of policy language, it increases the distance for residents with stress, shame, mental pressure, limited language skills or cultural barriers. 

Maud Heestermans, debt counselor aptly said: "You just notice that with the standard leaflets and letters, not someone from the field has thought along."

That disconnect between policy language and practice stood in the way of effective assistance.

Moreover, the word "municipality" itself evokes resistance from many residents. It has a negative connotation, being associated with things like benefits or fines. Debt assistance is separate from that, but a resident often does not feel that nuance, which makes communication even more difficult.

The solution: Divis from Indiveo

The use of Indiveo provided an opportunity to improve the process and make communication more understandable. Instead of textual information, so-called Divis were deployed: digital information modules. What makes this approach unique? Divis were developed together with storytelling experts and the experiential view of employees from the social domain. Divis are structured, use audiovisual explanations in B1 language level and are offered digitally in as many as 15 languages. They also meet the WCAG accessibility guidelines* and have been validated by the Reading and Writing Foundation. 

The result is an accessible and reliable form of information that really gets through to diverse target groups. The Divi's can be used flexibly: to prepare for a conversation, as support during the contact moment, and afterwards to review at home.

Implementation

From the beginning, the debt and prevention team was heavily involved. Their input ensured that the Divis connected to real questions, concerns and situations.

In addition, the Divis were distributed in a low-key manner: via QR codes, WhatsApp, email signatures and even flyers.

"We wanted to make the threshold as low as possible for our residents," says Maudy Gorisse-Rombouts, Trajectory Supervisor & Project Leader Youth Perspective Fund.

An internal competition over who used them the most also gave the track a playful push.

"That motivated, and before you know it, it's part of the standard process," Maudy said. 

The Divis were put to good use and residents gave back that it really helped them in understanding the relief effort.

Results: less stress more understanding

The Divis are making a world of difference for many residents. By using simple language, subtitles and translations (such as Arabic, Polish and English), they literally get an idea of what to expect. This helps them better prepare for the interviews and stages that follow. For some residents, this works to relieve stress. As one of them put it: "Oh, it's actually not that bad."

It also means gains for caregivers: conversations are more focused, less time is needed for general explanations and more room for personal support.

"Colleagues spend less time on global queries and that makes a huge difference. The Divis have now become a regular part of the work process. It's just part of it," says Maud. 

Lessons Learned: success through ownership and repetition

A project does not succeed through technology alone: the difference is made by ownership from the field. Giving someone from the field a clear ambassador role creates support and commitment. That is precisely what makes the use of Divis a valuable component in the contact with the resident.

The strength of the application by employees of the municipality lies in repetition and structural reminders to deploy Divis. During the implementation it is important to pay attention to the change in the work process, employees must be supported and reminded of this. Because employees experience that the Divis contribute to effective communication, they are motivated to offer the Divis to residents.

Conclusion

The success of the municipality of Breda shows that investing in understandable, visual communication pays off, especially with vulnerable target groups. It requires a clear vision, commitment from the field, and solid implementation.

As Maudy puts it, "If you do it right in the beginning, it pays off later."

This approach not only makes assistance more effective, but also gives residents dignity. And that is the biggest win.

Want to learn more or spar about effective information literacy in your community?

Please feel free to contact us for a no-obligation introduction.

📧 verkoop@indiveo.nl

📞 +31 85 130 5782

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