Re-engineering of citizen public service reporting tools (MXSPG0002)
Overview
At-a-Glance
Action Plan: Action plan – San Pedro Garza García, Mexico, 2022 – 2024
Inception Report: Inception Report – Action plan – San Pedro Garza García, Mexico, 2022 – 2024
Commitment Start: Dec 2022
Commitment End: Jun 2024
Institutions involved:
- Secretariat of Innovation and Citizen Participation
- Secretariat of Public Services and Environment
- Accountability Lab Mx
Primary Policy Area:
Primary Sector:
OGP Value:
- Access to information
- Civic Participation
- Public Accountability
- Technology and Innovation for Transparency and Accountability
Inception Report Summary
Verifiable: Yes
Relevance to OGP Values: Yes
The commitment is a continuation of ongoing practice in line with existing legislation, policies or requirements.
The commitment activities is a positive change to a process, practice or policy but will not generate a binding or institutionalized change across government or specific institution(s).
To view the detailed final assessment of this commitment read the End of Commitment Report
Description
Commitment ID
MXSPG0002
Commitment Title
Re-engineering of citizen public service reporting tools in San Pedro Garza García
Problem
It is common for the public sector to fail to fulfill expectations when providing public services, which leads to frustration and distrust. Partly, the problem is that governments continue to provide services without focusing on the citizen as users.For that reason, the city of San Pedro Garza García has designed world-class services and has sought to improve the quality of citizen attention. We have provided customer service systems as well as improved the delivery of services and procedures. However, there is room for more improvement in the time that it takes to respond to service requests. The system for citizen follow-up on reports is also deficient, which leads to incomplete accountability. These two problems generate a false perception of government noncompliance, which lowers institutional legitimacy and trust.
Status quo
While there are areas of the city's public service reporting tools with excellent scores in terms of service times, there are other areas of the administration that need improvement. Also, the process of monitoring and following up on reports is complicated and inefficient for the citizen. At the same time, there are no precise indicators to evaluate the performance of the operators and brigades, which makes it impossible to carry out adequate budgetary decisions to improve their operation. In figures: in the last year (August 2021 to August 2022), 27% of the total number of reports are not concluded on time, specifically, public service reports 13%. In addition, 63 % of the total reports that are false positives (i.e. they were marked as concluded but had to be reactivated due to non-compliance) belong to the public services category. In terms of citizen perception, SAM Chatbot had an overall service rating of 3.53 out of 5 in the last year.
Action
The Department of Innovation and Citizen Participation, through the Department of Citizen Services, in coordination with the Secretariat of Public Services and Environment, will renew the municipal public service reporting systems by integrating real-time monitoring and accountability functionalities as well as the generation of control panels to improve the efficiency of Public Services operations. In the medium term, this system will allow both the municipal reporting tools and Public Services areas to have a punctual follow-up of their operations with operational indicators for decision-making . In addition, citizens will be able to know the status of their reports in real-time as well as the reasons for their compliance or non-compliance. In the long term, this system could be migrated to other municipal areas that need to improve their citizen service processes.
How will the commitment contribute to solving the public problem described above?
Renewed municipal public service reporting tools: improve the citizen service system and the operation of public service areas through the generation of operational indicators and the restructuring of the field follow-up of each report. Citizen accountability tools: generate public indicator boards on citizen attention as well as an open data portal for citizen attention. It also generates real-time monitoring accessible to citizens of each of their reports.
What long-term goal as identified in your Open Government Strategy does this commitment relate to?
On the one hand, at the macro level, this commitment is directly aimed at fulfilling the long-term vision of promoting an Open State model under three pillars: to have effective and transparent governments that are open to the participation of all people. Specifically, efficiency and openness to participation will be achieved with this commitment because citizen reporting and public feedback are part of citizen participation to improve the city. Likewise, this commitment seeks to generate an effective government with responsible, modern, and efficient institutions. This is because the actions of the committee seek to improve governmental processes to have more efficient citizen attention and public services.
Primary Policy Area
Digital Governance, Open Data
Primary Sector
Public Services (general)
What OGP value is this commitment relevant to?
| Access to information | Open data and transparency in the citizen service process is a key part of this commitment.Open data and transparency in the citizen service process is a key part of this commitment. |
| Civic Participation | Citizen attention and citizen reporting is a very important form of citizen participation to improve the city. Improving feedback channels is key to effective participation.Citizen attention and citizen reporting is a very important form of citizen participation to improve the city. Improving feedback channels is key to effective participation. |
| Public Accountability | Indicator and tracking dashboards as well as the improvement of the reporting process is key to generating accountability on the provision of solutions to citizen reports.Indicator and tracking dashboards as well as the improvement of the reporting process is key to generating accountability on the provision of solutions to citizen reports. |
| Technology and Innovation for Transparency and Accountability | Improving citizen care and public service systems involves substantial innovations in the way we comply with reporting and service provision.Improving citizen care and public service systems involves substantial innovations in the way we comply with reporting and service provision. |