Transport Data (BR0104)

Commitment 5: Define mechanisms for data capturing in order to improve the National Terrestrial Transport Agency’s (ANTT) regulated services and encourage society participation on satisfaction surveys.
Lead government institution National Road Transport Agency - ANTT
Civil servant in charge for implementing at lead government institution Paulo Henrique da Silva Costa
Position - Department Administration Analyst/ Coordinator for Articulation
Executive Superintendence
E-mail [email protected]
Telephone (61) 3410-1680
Other involved actors Government National Road Transport Agency - ANTT
Ministry of Transparency and Comptroller General of Brazil – CGU
Civil Society Institute of Social Economic Studies - INESC
Brazilian Consumer Defense Institute - IDEC
Status quo or problem/issue to be addressed Delay over the release of results related to the users’ satisfaction in order to enable a better operation of ANTT and its regulated.
Main objective Optimize the data collecting process about users’ satisfaction with services and effective upgrades over these services.
Commitment short description Develop technology and integrate data from online services operated by road, railroad and interstate busses users in order to involve citizens and add value to regulated activities from ANTT, providing regulation through incentives and with a better observation of the struggles faced by regulated markets.
OGP Challenge addressed by the Commitment Increase the availability of information related to governmental activities.
Support civic participation
Commitment relevance Increase the spontaneous availability of data related to users’ satisfaction
Goal Promote a better comprehension of the services quality in order to improve the decision-making process and control concessions.
Situation Initiated in October 2018.
Results description Not available
Implemented until July/2020

Verifiable and measurable milestones to fulfill the Commitment Start date: End date: Responsible:
1. Internal mapping of necessary data for the evaluation of services
10/01/2018
12/31/2018 ANTT *
IDEC
2. Mapping of options of data collecting tools

10/01/2018

03/31/2019 IDEC*
INESC
ANTT
OGU/CGU
3. Feasibility study to establish search tools
04/01/2019
08/31/2019
ANTT*
4. Define a strategy to select the tool
09/01/2019
01/31/2020 ANTT*
IDEC
INESC
OGU/CGU
5. Implement the strategy to select the tool.
02/01/2020
05/31/2020 ANTT*
OGU/CGU
IDEC
6. Tool selection
06/01/2020
07/31/2020 ANTT*
OGU/CGU
IDEC

Design Report

5. Analysis over the User’s Satisfaction and ANTT [33] Regulation Social Impact

Language of the commitment as it appears in the action plan:

“Optimize the data collecting process about users’ satisfaction with services and effective upgrades over these services.”

5.1. Internal mapping of necessary data for the evaluation of services

5.2. Mapping of options of data collecting tools

5.3. Feasibility study to establish search tools

5.4. Define a strategy to select the tool

5.5. Implement the strategy to select the tool

5.6. Tool selection

Start Date: January 2018......                                                                            End Date: July 2020

Editorial note: to see the complete text, visit https://www.opengovpartnership.org/documents/brazil-national-action-plan-2018-2020/.

Context and Objectives

In 2017, legislation was passed requiring civic participation in the monitoring of public service delivery. [34] However, this legislation has not yet been properly implemented in the transportation system. [35] Responding to this challenge, this commitment seeks to optimize data collection on users’ satisfaction with transportation services, including roads, railroads, and interstate buses.

The commitment proposes identifying data collection tools (Milestones 5.1 and 5.2) and selecting them (5.3−5.6). The commitment is specific enough to be verifiable, but it is not directly relevant to any OGP values. While the commitment could improve data collection about transportation satisfaction, its milestones do not include a public-facing element. The milestones also do not directly engage the public or improve conditions for civic participation or public accountability.

If fully implemented as designed, the commitment will have a minor impact on optimizing the data collection process and encouraging society participation, due to its limitation in scale. The commitment tackles the creation of the tool, but not its implementation or strategies to promote its uptake among transportation users.

Next steps

This commitment is an important precursor for better engaging the public on transportation issues and could be pursued in future action plans. To increase the commitment’s impact, its milestones could clarify how citizen feedback will drive government actions. The suggested criteria for selecting the tool, for instance, could prioritize clear and direct channels for citizen input to reach decision makers. Also, information on how that feedback has been acted on could be made public.

Transitional Results Report

Commitment 5. Analysis over the user satisfaction and ANTT regulation social impact

Completion: COMPLETE

Commitment 5 aimed to enhance the data collection of user satisfaction with transportation services, such as roads, railroads, and interstate buses. According to the coordinator of the commitment, the goal was to develop a technology that could integrate data from different systems to gather citizens' feedback and improve the regulatory activities of the National Association of Land Transportation (ANTT). [68] The commitment's main goal was achieved via the launch of a larger initiative by CGU, “Conselho de Usuários” [Users’ Council]. [69]

All milestones of this commitment were successfully completed. [70] Milestones 1 and 2 referred to mapping the necessary data and collection tools for evaluating services. Milestone 4 defined the selection strategy of the technological tool to be used, while Milestone 3 studied its feasibility. Milestone 5 implemented the selection strategy, and Milestone 6 concluded with the selection of a tool for data collection on user satisfaction with transportation services. [71]

During the implementation of Commitment 5, the publication of Decree No. 10.228 [72] on 5 February 2020 established the Ombudsman System and created user councils for public services within the administration of the Federal Executive Power. Most crucially, the decree assigned the Comptroller-General of the Union (CGU) to provide a specific electronic system integrated with other governmental agencies aimed at enabling the implementation of national satisfaction surveys with users of public services. [73]

Subsequently, the CGU developed the Virtual Platform for User Councils of Public Services. ^[74] ANTT expressed its interest in using the platform during the fourth meeting between commitment coordinators. It dropped analyzing the tools raised in Milestone 2 using the model developed in Milestone 4 and instead focused on completing Milestones 3, 5, and 6. [75] While several milestones were ongoing or completed (milestones 1, 2, 4, and 5) [76], adopting the CGU tool allowed for the completion of the commitment’s goal. Furthermore, it permitted addressing delays and challenges brought by the COVID-19 pandemic and the lack of involvement by other actors, which had overburdened ANTT. [77]

The CGU then authorized the completion of the commitment, defining the CGU Platform as the mechanism for data collection to improve services regulated by ANTT and promote public participation in satisfaction surveys. [78] Additionally, utilizing the platform would incur zero implementation costs for ANTT, therefore saving public funds in the long term. It also provides autonomy and flexibility in conducting surveys at shorter intervals compared to in-person surveys. [79]