Humanising Bureaucracy

This rise in the number of asylum seekers, consistent over recent years, has posed bureaucratic challenges, resulting in extended waiting periods for the refugees. Moreover, many of these asylum seekers grapple with emotional distress, ranging from anxiety and trauma to depression, often exacerbated by language barriers.

 

Digital Solutions to Lingual and Bureaucratic Barriers

In a novel response to these hurdles, the City of Berlin  has introduced digital informational videos available in 11 languages. These videos can be accessed via QR codes in the waiting areas of the arrival centre. Designed to provide essential insights about the asylum process, the rights of refugees in Germany, and available services, these videos serve a dual purpose. They not only offer consistent information to asylum seekers, enhancing their sense of security, but they also streamline the process for the staff. With refugees equipped with a foundational understanding of the proceedings, there's a reduced need for time-intensive translated explanations.

 

A Commitment from the City

A cornerstone of this initiative is the emphasis on creating a personalised approach to the asylum process. All narrators in the videos are employees of the City of Berlin, emphasizing the government’s commitment to forging a genuine connection with the asylum seekers. Involving employees, particularly those familiar with frequently posed queries, ensures the content is relevant and useful. Notably, over 75% of these employees come from diverse ethnic backgrounds, and over half are women, reflecting the multicultural tapestry of the city and ensuring asylum seekers are greeted by familiar faces upon their arrival.

 

 

Fostering Trust and Integration

This pioneering initiative aims to challenge conventional perceptions of state authorities as impersonal entities. By showcasing the diverse and empathetic workforce at the forefront, Berlin hopes to foster early trust with refugees, setting a strong foundation for their integration into German society.

 

For more information visit this website: https://www.berlin.de/laf/

and/or contact use community member Sascha Langenbach

 

This project was listed as a deserving initiative in the 2023 edition of the Guangzhou Internationl Award for Urban Innovation. More information can be found here.

 

For related programmes and policies search the use data base by SDG 10 or topic "Migration and refugees".

 

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