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Santa Catarina, Brazil

Promote social participation to improve public services through the institution of a user’s council, creating a technological tool for public services evaluation, and the system improvement of ombudsman and access to information. (BRSCS0003)

Overview

At-a-Glance

Action Plan: Action plan – Santa Catarina, Brazil, 2021 – 2022

Inception Report: Inception Report – Action plan – Santa Catarina, Brazil, 2021 – 2022

Commitment Start: Aug 2021
Commitment End: Oct 2022

Institutions involved:

  • State Secretariat of Administration - SEA
  • Comptroller General of the State -CGE
  • SC Computer and Automation Center - CIASC
  • Social Observatory Brasil/SC
  • Politeia Research Group
  • Government School Foundation - ENA/SC
  • Santa Catarina State University - UDESC

Primary Policy Area: Digital Governance, Right to Information

Primary Sector: Public Services (general)

OGP Value:

  • Civic Participation

Description

Commitment ID

BRSCS0003

Commitment Title

Promote social participation to improve public services through the institution of a user’s council, creating a technological tool for public services evaluation, and the system improvement of ombudsman and access to information.

Problem

The executive branch provides many different services to the people. However, one issue to be solved is the lack of alignment between citizen's real needs and the service delivered, which happens because there is low user participation in the service monitoring, evaluation, and improvements proposition. 

In the same way, there is limited social participation in the service of ombudsman and access to information. The technological tool is outdated and without evolutionary maintenance, it's interface makes usability difficult for citizens, does not provide reports for managers and citizens, and also doesn’t evaluate user satisfaction.

Status quo

The users’ council set in Federal Law n° 13,460, in 2017, isn’t already regulated at the state level. Regarding the delivery of public services, there is a lack of quality indicators and measurement of user satisfaction. Additionally, there isn’t any evaluation tool that puts together services from different departments and could provide data to analyze them.

The system of ombudsman and access to information of the State Executive Branch is outdated in terms of fulfilling legal requirements, in particular the Federal Law n° 13.460/2017, Federal Law 12,527/2011, and Federal Law 13,709/2018. The manifestations of ombudsman have low-quality responses or little resoluteness, the vocabulary is not clear and difficults access to information, the most frequent society demands are not published in active transparency, and lack of internal agility to solve the problems pointed out.

Action

The commitment seeks to improve the public administration services  by promoting social participation. To this end, it is proposed to establish the users' council as an appropriate forum to promote the active participation of organized society in the construction, implementation and evaluation of public services offered by the State Government. To reinforce the participation, the commitment also involves the implementation of a collaborative technological tool for service evaluation. 

Additionally, the adoption of a new system of ombudsman and access to information aims to be a direct communication channel between the citizen and the government, with easy access to users, society, and public servants, to receive, classify, forward, monitor, and respond the citizens' requests, complaints, suggestions, compliments, complaints, and requests for information regarding the state public service.

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

Once the commitment is implemented it is expected to increase citizen satisfaction with state public services, with the adoption of appropriate channels to enable more effective and consistent society participation, ensuring public services users the right to express themselves, making complaints, asking questions, and having access to information. Such improvement in the public services delivery, reflected in the user's satisfaction, is expected by the already known positive impact of social participation in government issues.

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

This commitment is related to the expansion of Social Participation in the state public administration.

Primary Policy Area

Digital Governance, Right to Information

Primary Sector

Public Services (general)

What OGP value is this commitment relevant to?

Civic Participation The commitment seeks to promote social participation to improve the public administration services. To this end, it will establish the users' council, as an appropriate forum to promote the active participation of the organized society in the construction, implementation and evaluation of the State Government public services, through the use of technological tools to evaluate services and to improve the ombudsman service.

Milestones

10 Milestones
1

Establish the public services users council set in Federal Law 13.460, from 2017.

Start Date09/2021
End Date12/2021
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
2

Develop a technological tool to assist the service evaluation process.

Start Date09/2021
End Date03/2022
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
3

Publish and spread the ranking of public service user defense code.

Start Date09/2021
End Date06/2022
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
4

Hold awareness events for public managers and society.

Start Date01/2022
End Date06/2022
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
5

Develop a methodology of public services evaluation, including basic criteria, evaluation cycles, and feedback for improvement and evaluation ranking.

Start Date09/2021
End Date12/2021
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
6

Hold awareness events and meetings for managers and society on the new ombudsman system

Start Date07/2022
End Date10/2022
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
7

Diagnose the ombudsman difficulties and needs at the State Executive Branch

Start Date08/2021
End Date08/2021
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
8

Implement the new Ombudsman and Access to Information System.

Start Date08/2021
End Date06/2022
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
9

Carry out training on the new ombudsman system.

Start Date07/2022
End Date10/2022
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete
10

Elaborate and spread to society the communication plan of the new Ombudsman and Access to Information System.

Start Date07/2022
End Date10/2022
  • Not started
  • In progress
  • Stuck
  • Finished
  • Incomplete


Commitments

Open Government Partnership