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Online Citizen Complaint Process (HN0071)



Action Plan: Honduras Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active


Lead Institution: Secretariat of General Coordination of Government. Presidential Designee Office

Support Institution(s): DPTMGD, Transparency, Modernization and Digital, Government Office, CONATEL, Secretary of Finance SEFIN, COHEP, Academy, BM, BID, BCIE, UE

Policy Areas

Dispute Resolution & Legal Assistance, E-Government, Justice, Legislation & Regulation, Legislative, Open Justice, Private Sector, Records Management, Sustainable Development Goals

IRM Review

IRM Report: Honduras Design Report 2018-2020

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Pending IRM Review

Potential Impact:

Implementation i

Completion: Pending IRM Review


September 01, 2018 – September 30, 2020
Institution responsible for implementation: Secretariat of General Coordination of Government. Presidential Designee Office
What is the problem that the commitment addresses? Companies and people face efforts, time and high costs in negotiations with the public administration, to carry out its administrative acts, which impose burdens and loss of competitiveness, contributing negatively to the informality, subtracting the potential for sustainability of companies, generation of employment and economic growth. There is no platform for following-up the administrative processes or procedures.
Which is the commitment? Work in an integrated manner and in coordination with the Presidential Designee and the public institutions, in the development of a comprehensive simplificated administrative plan that includes approval standards, digital government platforms, citizen complaint system, institutional interoperability and electronic signature in the facilitation of the administrative processes
How will it contribute to solve the problem? Reduction of time, process, documents, costs in administrative procedures with the government, that will eliminate discretion, acts of corruption and will allow a greater efficiency of the State and consequently a better climate for the business to facilitate the investment. The process of administrative simplification, eliminates duplicities and reinforces cooperation mechanisms in order to rationalize the cost of administrative activity. It is a valuable action aimed at doing the action of the public administration more easy, simple and less complicated and the with the effective result that citizens expect in their procedures.
Why is it relevant to the values of the OGP? Transparency; increase the efficiency, effectiveness, functionality and safety of any administrative process, which makes a State more agile and transparent in its daily management for the citizens.
Citizen participation; The State must not only simplify, but must put available to citizens, information about their rights and the way in which to exercise them, in order to transform each citizen into an agent of simplification. It ́s
foreseen the creation of mechanisms oriented in that sense. Promoting the citizen participation either as a user or beneficiary of public services or as a legitimate participant in the formulation, execution and control of public policies under the principle of social co-responsibility.
Accountability; contribute to the optimization of the costs of current administrative procedures for the benefit of citizens, having institutions the opportunity to render an account of what was done and saving time with the simplification in its administrative management.
Technological innovation; develop platforms and mechanisms that automate processes that consolidate us in a reliable and efficient electronic government. Online procedures generate accountability, in virtue that On- line precedures does not allow intermediaries and the access to the process is open.
Additional Information: The citizenship has identified the main procedures that affect the operability of companies, such as, registration of companies, environmental licenses, building permits, health records, phyto-zoo-sanitary registry, property registers, payment and tax refund, which facilitates the process and achievement of result in the shortest time. Issues related to the SDGs, Objective # 16.
Subscription of MACCIH-SCGG-Designated Presidential Office and COHEP (Honor witness) agreement; To define and implement a program of procedure simplification in public administration. Designing and performing a Procedures Rationalization Initiative, with support from the private sector and civil society, for the identification, derogation or rationalization of procedures.
September 01, 2018 - September 30, 2018
Public and private sector (COHEP-OM) co-create a process for the mapping of administrative procedures, identifying the most cumbersome procedures and adoption of measures to correct bad practices. (Citizen Contest More Cumbersome Process under the auspices of the OAS)
September 01, 2018 - August 31, 2020
Create a legal prohibition to create procedures that do not have approval prior to the SCGG and that are not really indispensable for the improvement
of State services.
September 01, 2018 - August 31, 2020
Implement 10 priority online procedures, strengthening the platform of the government for the simplification and optimization of procedures (SINTRA).
September 01, 2018 - August 31, 2020
Implement citizen complaint mechanism, Line 130 as an instance citizen monitoring for effective compliance with the simplification of procedures and the SINTRA platform.
September 01, 2018 - August 31, 2020
Name of the person in charge: María Antonieta Rivera/ Martha Doblado
Title and Department: Presidential Designee Office/ General Government Coordination Secretariat
E-mail and phone number: /
Other actors: DPTMGD, Transparency, Modernization and Digital, Government Office, CONATEL, Secretary of Finance SEFIN, COHEP, Academy, BM, BID, BCIE, UE


  1. Accountability Portals

    HN0060, 2018, Access to Information

  2. Access to Municipal Information

    HN0061, 2018, Access to Information

  3. Open Data

    HN0062, 2018, Access to Information

  4. Open Data in Public Works

    HN0063, 2018, Access to Information

  5. Civic Electoral Education

    HN0064, 2018, Access to Information

  6. Integrity in Public Management

    HN0065, 2018, Anti-Corruption

  7. Electronic Catalogs and Public Purchase Platform

    HN0066, 2018, Anti-Corruption

  8. Open Congressional Data

    HN0067, 2018, Access to Information

  9. ISO 9001 Certification

    HN0068, 2018, E-Government

  10. Citizens Management of Budget

    HN0069, 2018, Access to Information

  11. Women in Public Works Projects

    HN0070, 2018, E-Government

  12. Online Citizen Complaint Process

    HN0071, 2018, Dispute Resolution & Legal Assistance

  13. Citizens Participation in Public Service

    HN0072, 2018, E-Government

  14. Human Rights in Business Plans

    HN0073, 2018, Capacity Building

  15. Open Justice

    HN0074, 2018, Access to Information

  16. Education Sector Transparency

    HN0075, 2018, Capacity Building

  17. Regulatory Improvements

    HN0076, 2018, Anti-Corruption

  18. Patient Response System

    HN0077, 2018, Access to Information

  19. Transparency in Extractive Industries

    HN0078, 2018, Anti-Corruption

  20. Business Integrity Standards

    HN0079, 2018, Anti-Corruption

  21. Integral Policy Transparency, Probity and Ethics

    HN0047, 2016, Anti-Corruption

  22. Application Law of Transparency and Access to Public Information

    HN0048, 2016, Access to Information

  23. Transparency in Civil Service

    HN0049, 2016, Access to Information

  24. Transparency in Municipalities

    HN0050, 2016, Access to Information

  25. Monitoring Public Spending.

    HN0051, 2016, Access to Information

  26. Shopping Open.

    HN0052, 2016, Access to Information

  27. Information Educational Center.

    HN0053, 2016, Access to Information

  28. Monitoring Health Sector

    HN0054, 2016, Access to Information

  29. Monitoring Water and Sanitation Services

    HN0055, 2016, Access to Information

  30. Unified System Procedures.

    HN0056, 2016, E-Government

  31. Citizen Innovation.

    HN0057, 2016, Access to Information

  32. Resilient Communities

    HN0058, 2016, Anti-Corruption

  33. National Climate Change Plan

    HN0059, 2016, E-Government

  34. Public Information Quality for Everyone

    HN0033, 2014, Access to Information

  35. Respect for the Citizen's Right to Obtain Information from Public Records

    HN0034, 2014, Records Management

  36. Ethics in Public Service.

    HN0035, 2014, Anti-Corruption

  37. Development of Administrative Career and Transparency in the Civil Service

    HN0036, 2014, Labor

  38. Fight Against Corruption and Impunity

    HN0037, 2014, Anti-Corruption

  39. Citizen Empowerment on the Budget.

    HN0038, 2014, Fiscal Openness

  40. Accountability for Public Expenditure Management.

    HN0039, 2014, Fiscal Openness

  41. Planning, Efficiency and Transparency in Public Procurement

    HN0040, 2014, Anti-Corruption

  42. Surrender of Municipal Accounts.

    HN0041, 2014, Subnational

  43. Knowing the EITI and Its Results.

    HN0042, 2014, Anti-Corruption

  44. Transparency in the Education Sector

    HN0043, 2014, Education

  45. Starred commitment Towards a Better Infrastructure in Schools.

    HN0044, 2014, Education

  46. Monitoring the Path of Medicines and Supplies

    HN0045, 2014, Health

  47. Strengthening Citizen Participation in the System of Public Safety

    HN0046, 2014, Access to Information

  48. Promote the Passage of a National Archives Law

    HN0005, 2012, Legislation & Regulation

  49. Develop Regulatory Sanctions on Code of Ethics

    HN0006, 2012, Anti-Corruption

  50. Present Preliminary Project on Internal Control Law

    HN0007, 2012, Legislation & Regulation

  51. Approve Comprehensive Policy on Anti-Corruption

    HN0008, 2012, Anti-Corruption

  52. Starred commitment Publish Information on Public Finances

    HN0009, 2012, Access to Information

  53. Empowering Citizens with Budgetary Information

    HN0010, 2012, Fiscal Openness

  54. Improve Transparency, Competition, and Controls Over State Purchases: Implement Framework Agreements and Corporate Purchasing

    HN0011, 2012, Anti-Corruption

  55. Improve Transparency, Competition, and Controls Over State Purchases: Post Annual Plans Procurement and Contracting Institutions Connected to SIAFI

    HN0012, 2012, Anti-Corruption

  56. Improve Transparency, Competition, and Controls Over State Purchases: Update the Registry for Providers and Contractors

    HN0013, 2012, Anti-Corruption

  57. Starred commitment Incorporate 30 Municipalities to the SAMI

    HN0014, 2012, Subnational

  58. Report on Public Expenditures and Financial Accountability (PEFA): Develop the Report

    HN0015, 2012, Fiscal Openness

  59. Report on Public Expenditures and Financial Accountability (PEFA): Disseminate Report

    HN0016, 2012, Fiscal Openness

  60. Regional Development Plans in 16 Regions

    HN0017, 2012, Subnational

  61. Enhance Vision for the Country and National Plan: Increase Activities of Dissemination and Training Associated with the Plans

    HN0018, 2012, Capacity Building

  62. Enhance Vision for the Country and National Plan: Implement Online Seminars Relating to the Plans

    HN0019, 2012, Capacity Building

  63. Enhance Vision for the Country and National Plan: Create an Operative Public-Private Platform with Civil Society to Design and Manage the Strategic Image of the Country

    HN0020, 2012, Capacity Building

  64. Implement GAN in Relation to Public Spending

    HN0021, 2012, Fiscal Openness

  65. Public Security Reform under GAN

    HN0022, 2012, Justice

  66. Strengthen Eregulations Honduras

    HN0023, 2012, E-Government

  67. Simplify Administrative Process Under the GAN: Simplify Contract Licenses

    HN0024, 2012, Public Service Delivery

  68. Simplify Administrative Process Under the GAN: Simplify Licensing for Imports and Exports

    HN0025, 2012, Public Service Delivery

  69. Simplify Administrative Process Under the GAN: Simplify Ownership Registries

    HN0026, 2012, Public Service Delivery

  70. Simplify Administrative Process under the GAN: Simplify Operational Permits

    HN0027, 2012, Public Service Delivery

  71. Simplify the Process of Opening Businesses

    HN0028, 2012, Public Service Delivery

  72. Promote Fiscal Education

    HN0029, 2012, E-Government

  73. CSO Monitoring of Public Expenditure and Provision of Services: Carry Out Evaluations with CSOs on Public Expenditure and Provisions of Services

    HN0030, 2012, Fiscal Openness

  74. Carry Out Monitoring and Evaluation with Civil Society Organizations (CSOs) on Public Expenditure and Provision of Services: Monitor Annual Plans (PAO) on Regional Budgets

    HN0031, 2012, Fiscal Openness

  75. Starred commitment Implement the Fundamental Law on Education

    HN0032, 2012, Education

  76. Promote Compliance with the PTLCC

    HN0001, 2012, Public Participation

  77. Increase Access to Information through Compliance with the LTAIP: Improve Oversight Mechanisms

    HN0002, 2012, Access to Information

  78. Increase Access to Information through Compliance with the LTAIP: Apply Sanctions in Accordance with the LTAIP

    HN0003, 2012, Access to Information

  79. Increase Access to Information through Compliance with the LTAIP: Improve the National Anti-Corruption Council's (CAN) role to oversee compliance with the LTAIP

    HN0004, 2012, Access to Information

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