IND wants to further improve the organisation

Last update: 13 July 2021

​The IND will continue to work on the points for improvement for the organisation. This is stated in the response to a report by EY about the bottlenecks in the functioning of the IND, which was sent to the House of Representatives on 12 July.

The IND realizes that the decisions of our organisation can have a major impact on people's personal lives. That is why we want to act in a people-oriented, reliable, fair and professional manner in our considerations and decisions, so that applications are made with care, with good arguments and in a timely manner. The IND has failed to make timely decisions in recent years, especially in the asylum domain. This has had a major impact on the foreign nationals involved, our chain partners and the employees of the IND, who fulfil their assignment with dedication and determination every day.

On the right track
The EY report shows that the IND is on the right track to improve the organisation. At the same time, a more robust change strategy is required to get the basics in order and to maintain this structurally for the longer term. 'The survey is a strong incentive for further improvement', acting Chief Director of the IND, Annelore Roelofs, says. 'We will work on improving our management, working on flexibility and agility of the organisation and making realistic and predictable agreements with our client and chain partners." 

In practice, the improvements should lead to the IND being better able to cope with peaks in work, for example by setting up a flexible layer of employees. In addition, in consultation with chain partners, an emergency plan must be drawn up to deal with major peaks in the influx of foreign nationals. In addition, the IND pays more attention to the development and retention of experienced staff. 


The IND will work on the recommendations in phases, with the aim of incorporating them into the regular working method by 2023. In the short term, this concerns matters such as expanding the working method with a central 'control tower' for the smooth and careful processing of asylum applications and investing in the IND Academy for the education and training of employees. This also includes formulating realistic objectives, retaining employees of the Taskforce (temporarily set up to deal with backlogs of old asylum applications) for the IND and working on an appropriate organisational culture. The IND will include recommendations for the longer term in the annual plan cycle. This concerns, among other things, the renewal of the digital systems in which the IND processes all files administratively.

Asylum chain

In another survey conducted simultaneously, EY also looked at cooperation within the asylum chain, in addition to the IND, with such parties as the Central Agency for the Reception of Asylum Seekers (COA), the Repatriation & Departure Service (DT&V), the police and the Ministry of Justice and Security. In the accompanying report, EY makes recommendations to further streamline cooperation within the chain, to improve the efficiency of implementation and increase the flexibility of the asylum chain.

More information

Read the entire response of the IND to EY's findings.

Read the response of the State Secretary Broekers-Knol (Justice and Security) to EY's findings.