Being connected makes everything easier: For a more efficient municipal management (CLPLN0001)

Commitment ID

CLPLN0001

Commitment Title

Being connected makes everything easier: For a more efficient municipal management

Problem

The Penalolen community has raised the need to improve a series of elements associated with the quality of the services provided by the Municipal institution, specifically regarding the service and information provided by the municipal officials. In this sense, the recurring demands are: better communication channels; requirements follow up; improve response times; better communication and internal coordination; good treatment by officials; knowledge and transparency regarding the functions of each unit. At the same time, officials of our Municipality have identified a lack of internal communication and flow of information between units, aspects that through time have been deteriorating, affecting productivity, quality and attention offered by the officials. The foregoing shows that there is a space for growth for our institution regarding the improvement management internally and externally.

Status quo

Although efforts have been made to improve management and services provided to the citizenship, problems persist in the internal functioning that make a timely response to the community impossible. In this regard, in the Office of Information, Complaints and
Suggestions, around 20% of last month requests were unanswered, of which 89.86% had their response time expired. At the same time, the record of unanswered requests of this Municipality must be considered, which represents a growing challenge that our institution must address. Finally, it's worth mentioning that, if we consider that Complaints and Suggestions represent 17.4% of the entries, wich it´s an indicator that there is a space for growth to improve our services for citizens.

Action

Develop a strengthening strategy for municipal services aimed to enhance the communication channels, improve quality service and give better response times. To this end, the following lines of action are proposed:

• Develop a Unified Integral System that allows managing the requirements entered through the different municipal service channels. At the same time, will allow the community can actively monitor and follow up on their requests.
• Perform an external diagnostic, to measure the level of satisfaction of the community regarding the service given by the different municipal service channels, in order to incorporate their needs in the development of the Unified Integral System.
• Perform an internal diagnostic, aimed at municipal officials, through which the level of satisfaction can be measured, propose improvements regarding processes and internal communication of the Municipality.
• Train our officials on the new tools to be used, as well as in the improvement of service protocols and feedback channels with neighbors.
• Creating a Targeted Transparency Pilot Plan, to inform about progress and initiatives of three municipal units of interest, with the aim of facilitating the information from the Municipality to the citizens.

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

Through this commitment we want to achieve an increase in the level of satisfaction of the community regarding the quality and timely service. The expected products are:

• The implementation of a Unified Integral System that facilitates accountability and the follow-up of citizen requests towards the Municipality.
• The innovation must be accompanied by an increase in human capital, a training program will be implemented and a review of the protocols that, on one side, facilitates accountability and, on the other, improves the attention quality.
• Faced with the problem of insufficient communication channels and misinformation regarding the work of the different units, a Targeted Transparency project will be developed, which progressively addresses this problem, to bring the information to the community in a simple and universal way.

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

The primary objective is to implement quality services and address the Municipality challenge of improving the accountability and the access to information. Also, this commitment aims to develop a service through the paradigm of public innovation, in which the search for public value is built with all relevant actors.

Primary Policy Area

Digital Governance, Open Data

Primary Sector

Public Services (general), Science & Technology

What OGP value is this commitment relevant to?