Strengthening citizen guidance for reporting corruption (PE0122)

Description of the commitment

What is the public problem that the commitment addresses?

In Peru, a large part of the citizenry is unaware of the official channels for reporting acts of corruption and often confuses them with claims or complaints, especially in peripheral and rural areas where guidance spaces are limited. The lack of clear information and institutional distrust reduce the use of mechanisms such as the Unified Digital Platform for Citizen Complaints (PDUDC) and weaken the State's capacity to prevent and sanction corruption. Furthermore, the absence of a user-centered approach makes it difficult to identify the main access barriers and the reasons why many complaints do not succeed, which limits the effectiveness of the system and reinforces citizen distrust.

What is the commitment?

This commitment consists of designing and implementing a citizen guidance and innovation strategy in complaint mechanisms, which allows for strengthening access, trust, and the relevance of the public complaint system within the framework of the Integrity Model. The strategy will be multiplatform, integrating the PDUDC, Gob.pe, and Participa Perú as citizen guidance and accompaniment spaces, and the service channels of the Better Citizen Service Platform strategy.

How will the commitment contribute to solving the public problem?

The "Public integrity close to you" commitment seeks to reduce unfamiliarity with and distrust in complaint channels through a citizen guidance and public innovation strategy. The initiative contemplates the dissemination of clear information through printed and digital materials, as well as on platforms such as Gob.pe and Participa Perú, municipalities, and regional governments to provide guidance to citizens. The strategy will be implemented in stages, beginning with a research on the citizen experience to identify the main barriers on the complaint platform and define criteria that allow for differentiating complaints from claims. In a complementary manner, the regulatory and operational strengthening of the complaint channel will be promoted, ensuring that the improvements in citizen guidance are aligned with the Integrity Model and the standards governing its operation. Finally, the impact of the actions and the use of the information transmitted will be evaluated, promoting evidence-based continuous improvement that strengthens citizen participation, the usability of the channels, and trust in public institutions.

Why is the commitment relevant to the principles of Open Government?

The "Public integrity close to you" campaign strengthens Open Government because it improves citizen access to clear information on complaint channels, expands opportunities for participation in social oversight, strengthens accountability by increasing the use of said channels, and generates conditions to consolidate public integrity and the fight against corruption throughout the country. Likewise, it proposes improving the quality of information and guidance regarding complaints for acts of corruption, as well as access to complaint channels.

Actors Involved

Secretariat of Public Integrity, Public Management Secretariat, Secretariat of Government and Digital Transformation, OPII PCM, MAC Program.

Commitment Program

Milestone Activity | Responsible Organic Unit | Verification method | Start date | End date

1. Problem research with user-centered focus. Identify the most frequent reasons why complaints are archived, do not succeed, or are confused with claims. Analyze the "citizen journey" (user journey) from when they detect an improper act until they decide to file a complaint. Gather perceptions from both citizens and public servants. | Secretariat of Public Integrity-Undersecretariat of Strategic Management of Public Integrity | Diagnostic report with identified gaps and citizen expectations. | January 2026 | December 2026
2. Solution proposal design and validation with users. Deployment of the campaign in prioritized regions and allied municipalities. Guidance to staff who will support the dissemination of information through materials at the MAC Centers. | Secretariat of Public Integrity, Office of Press and Institutional Image of PCM, Public Management Secretariat, MAC Program | Validation report with users from prioritized regions (testing). Guidance and dissemination toolkit (digital). | July 2026 | December 2026
3. Communication and sustainability strategy. Involves the implementation of the strategy and dissemination of the campaign especially in the prioritized regions. The support of the MAC Centers will be required where applicable. | Secretariat of Public Integrity, MAC Program | Communication and sustainability report. Evidence of activations, dissemination of materials, and active pages on Gob.pe and Participa Perú. | January 2027 | December 2027

Final Product

Documents with the citizen guidance strategy on public integrity implemented and validated through a user experience study on the relevance and accessibility of complaint mechanisms, which allows for continuous improvement and sustainability. The report will include:
• Evidence of dissemination in the proposed channels in the prioritized regions and municipalities, and digital platforms.
• Registry of staff trained in complaint guidance.
• Comparative statistics on PDUDC usage before and after the campaign.
• Results of citizen surveys on trust and clarity of complaint channels.
• Sustainability plan to maintain citizen guidance.

Result Indicators for the Sustainability of the Commitment
• % increase in visits to guidance pages on Gob.pe and Participa Perú.
• % of complaints submitted with complete information (relevance indicator).
• % of citizens who declare knowing the official complaint channels after the campaign.

Commitment monitoring information
Entity responsible for the commitment: PCM
Organic unit responsible for commitment monitoring: Secretariat of Public Integrity (SIP)