Ensure clear and transparent communication to citizens (ES0096)

What is the problem/need that is desired to resolve with the commitment? The transparency Website offers numerous content, many of which are technical in nature, that despite showing a great quantity of information, they do not always fulfil the mission of clearly and simply informing. It is based on a regulatory view of transparency, aimed at making the active advertising content comply with the Law. These technical contents, the comprehension of which, can be simple for a specialised reader, are not always clear and easy to understand for the rest of the common citizenship. This problem extends to some calls, publications and other information, as a result of excessively administrative and unclear jargon.

Objectives of the commitment A well‐informed citizenship is a well‐trained citizenship in order to be able to participate and contribute to the management of public affairs. To achieve this, the Directorate General of Transparency, Open Government and Citizen Service has set as an objective to establish guidelines to draft, publish, design and use, in order to achieve a clear communication that is present in all scopes of serving the citizenship and in all supports through which the Administration of the Madrid Regional Government sends information about its policies, plans, public services and accountability.

Brief description of the commitment To communicate the information in a simple, clear and effective manner, that allows the citizenship to understand it and interact with the administration.

How does the commitment contribute to solve the problem or cover the need? Transparency is one of the pillars of good governance. If we are capable of providing the immense information offered by the transparency Website, the websites of the Madrid Regional Government and the rest of the information system to the citizenship in a clear and easy‐to‐understand manner, we will increase the trust of the citizenship in their institutions. In turn, this will increase our credibility and reputation. In doing so, we will encourage the citizenship to participate and collaborate in the public affairs that are of interest to them.

Why is the commitment relevant with respect to the values of Open Government? 1. Clear Communication consists of easily, directly, transparently, simply and effectively transmitting relevant information for the citizenship through all types of channels and media. 2. It implies raising awareness among civil servants about the values of transparency and open government, guaranteeing that it complies with the right of the citizenship to understand. 3. It represents a change of culture in the Administration towards to the idea that the Administration exists for the citizenship, to that of the citizenship designing and articulating its policies, plans and public services. What is equally important is to provide facilities for the understanding the participation therein. 227 4. A clear drafting of the public information brings as a result an improvement in the access to information and public services. 5. It reinforces the trust of the citizenship.

Additional information As a background, the Directorate General of Transparency, Open Government and Citizen Service has already worked on a Clear Communication Guide that is desired to extend to the scope of transparency and generally the information system to the citizenship. It is located at the following link https://www.comunidad.madrid/sites/default/files/doc/presidencia/guia_tramites_claros_comunidadm_1c_05.p df

Activities of the commitment Start date End date Dissemination of the Clear Communication Guide 01/10/2020 30/05/2023 Specific training in clear communication by the following civil servants of the Madrid Regional Government: transparency managers, web and publication writers, people ascribed to the legal system and/or who draft call orders in the various directive centres and people who provide services to the public. 01/01/2021 30/05/2023 General training for the rest of the civil servants of the Madrid Regional Government 01/01/2021 30/05/2023 Reformulation of the website of the Madrid Regional Government, both with respect to the creation, and to the presentation of the content. Trend towards simplification. 01/04/2021 30/05/2023 Simplification of the calls with regard to clear language (this measure should be complemented in parallel with a process of administrative simplification) 01/04/2021 30/05/2023 Introduction of a participation method and citizen evaluation about this project, in order to make the citizenship a participant in the gradual improvement decisions that are adopted. 01/10/2021 30/05/2023 Articulation of processes of interaction with the citizenship that, in light of their participation and evaluation, allow for a redefinition or redesign of the communication of procedures and services. 01/10/2021 30/05/2023 Drafting of additional clear communication guides, centred on specific areas or sectors of the Administration in which the use of a highly technical or specialised language is common. 01/10/2021 30/05/2023 Holding forums and sessions to disseminate clear communication in the scope of the Public Administration, with an exchange of experiences and good practises. 01/10/2021 30/05/2023