Promote social participation to improve public services through the institution of a user’s council, creating a technological tool for public services evaluation, and the system improvement of ombudsman and access to information. (BRSCS0003)

Commitment ID

BRSCS0003

Commitment Title

Promote social participation to improve public services through the institution of a user’s council, creating a technological tool for public services evaluation, and the system improvement of ombudsman and access to information.

Problem

The executive branch provides many different services to the people. However, one issue to be solved is the lack of alignment between citizen's real needs and the service delivered, which happens because there is low user participation in the service monitoring, evaluation, and improvements proposition. 

In the same way, there is limited social participation in the service of ombudsman and access to information. The technological tool is outdated and without evolutionary maintenance, it's interface makes usability difficult for citizens, does not provide reports for managers and citizens, and also doesn’t evaluate user satisfaction.

Status quo

The users’ council set in Federal Law n° 13,460, in 2017, isn’t already regulated at the state level. Regarding the delivery of public services, there is a lack of quality indicators and measurement of user satisfaction. Additionally, there isn’t any evaluation tool that puts together services from different departments and could provide data to analyze them.

The system of ombudsman and access to information of the State Executive Branch is outdated in terms of fulfilling legal requirements, in particular the Federal Law n° 13.460/2017, Federal Law 12,527/2011, and Federal Law 13,709/2018. The manifestations of ombudsman have low-quality responses or little resoluteness, the vocabulary is not clear and difficults access to information, the most frequent society demands are not published in active transparency, and lack of internal agility to solve the problems pointed out.

Action

The commitment seeks to improve the public administration services  by promoting social participation. To this end, it is proposed to establish the users' council as an appropriate forum to promote the active participation of organized society in the construction, implementation and evaluation of public services offered by the State Government. To reinforce the participation, the commitment also involves the implementation of a collaborative technological tool for service evaluation. 

Additionally, the adoption of a new system of ombudsman and access to information aims to be a direct communication channel between the citizen and the government, with easy access to users, society, and public servants, to receive, classify, forward, monitor, and respond the citizens' requests, complaints, suggestions, compliments, complaints, and requests for information regarding the state public service.

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

Once the commitment is implemented it is expected to increase citizen satisfaction with state public services, with the adoption of appropriate channels to enable more effective and consistent society participation, ensuring public services users the right to express themselves, making complaints, asking questions, and having access to information. Such improvement in the public services delivery, reflected in the user's satisfaction, is expected by the already known positive impact of social participation in government issues.

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

This commitment is related to the expansion of Social Participation in the state public administration.

Primary Policy Area

Digital Governance, Right to Information

Primary Sector

Public Services (general)

What OGP value is this commitment relevant to?