Complaint Reception and Processing System (UY0105)
Overview
At-a-Glance
Action Plan: Uruguay Action Plan 2018-2020
Action Plan Cycle: 2018
Status: Active
Institutions
Lead Institution: the Transparency and Public Ethics Board (JUTEP).
Support Institution(s): Office of the Attorney General, Commission against Money Laundering and Terrorist Financing, Ministries of State, Central Bank of Uruguay, Other Public Agencies, Anti-corruption Office of the Argentine Republic, Uruguay Transparente, CAINFO, DATA, Uruguay EUROsocial, BCS Compliance of the Argentine Republic, and the Catholic University of Uruguay
Policy Areas
Anti-Corruption, E-Government, Public Participation, Whistleblower ProtectionsIRM Review
IRM Report: Uruguay Design Report 2018-2020
Starred: Pending IRM Review
Early Results: Pending IRM Review
Design i
Verifiable: Yes
Relevant to OGP Values: Access to Information , Civic Participation , Public Accountability , Technology
Implementation i
Completion: Pending IRM Review
Description
Complaint reception and processing system Commitment start and end date: September 2018 to June 2020. Institution or actor responsible for the implementation: the Transparency and Public Ethics Board (JUTEP). New Commitment. Theme: Security-Justice-Anti-Corruption Commitment description What is the commitment? To promote and facilitate citizen participation in the fight against corruption through the implementation of a system for receiving and processing complaints, ensuring adequate protection for whistleblowers. What is the problem that the commitment will address? Although Uruguay ranks in a very good position in terms of corruption indicators at the international level, and particularly as the highest ranking Latin American country in the corruption perception index prepared by Transparency International, the authorities and also the citizens recognize that, notwithstanding the existing strengths, it is necessary to carry out serious work to detect and overcome the existing weaknesses, within the framework of an adequate risk analysis. The year 2017 has marked the beginning of an in-depth study in this matter, which has revealed the absence of safe channels that allow citizens to communicate to the authorities any irregular situations of which they are aware. How will the commitment contribute to solving the problem? By generating a reliable system for channeling citizen complaints, implementing a web portal for reception under the JUTEP and a network of links between public agencies and the JUTEP that allows adequate coordination between both subsystems, ensuring appropriate processing of complaints received. In addition, provisions are also made to establish a system of broad guarantees for whistleblowers whether they are public officials or citizens in general. OGP value to which this commitment will contribute. Citizen participation will enhance the need for transparency in the actions of public servants and will strengthen trust, given that the proper functioning of the system will show that the State does not remain passive or indifferent. The implementation of this system represents an important step towards consolidating the necessary relationship between the civil society and the activity of the authorities, as well as the strengthening of non-governmental organizations that support and at the same time control State action. Additional Information: To strengthen the actions during its development, a survey will be conducted in the Anticorruption Office of the Argentine Republic and the proposal will be prepared with the advice of BCS Compliance of the Argentine Republic and the support and approval of EUROsocial. Objectives and/or milestones Description of objectives and/or milestones Start date End date To carry out a consultation process with the civil society on the structure and contents of the portal and guarantees for whistleblowers: completion of at least three opportunities for exchange with non-governmental organizations linked to the topic. September 2018 December 2018 To design and develop a complaints web portal. September 2018 August 2019 To design, implement and evaluate pilot experiences on complaint management in at least two public agencies. October 2018 June 2019 To define and implement the system of guarantees for whistleblowers: a) prepare security protocol, b) updating current legal framework. October 2018 December 2019 To carry out a publicity and promotion campaign of the complaints system: hold at least two meetings for dissemination with non-governmental organizations linked to the subject and one with the press. September 2019 December 2019 To include at least five agencies in the complaints management system. July 2019 June 2020 Contact Information Name of the responsible person Ricardo Gil Title, Department President of the Board Email address and phone number rgil@jutep.gub.uy 29170407 Other actors involved State Actors Office of the Attorney General, Commission against Money Laundering and Terrorist Financing, Ministries of State, Central Bank of Uruguay, Other Public Agencies, Anti-corruption Office of the Argentine Republic. CSOs, private sector, multilateral organizations, working groups Uruguay Transparente, CAINFO, DATA, Uruguay EUROsocial, BCS Compliance of the Argentine Republic, and the Catholic University of Uruguay
IRM Midterm Status Summary
Transparencia en los procesos electorales y prevención de la corrupción en el Estado
7. Sistema de recepción y procesamiento de denuncias
Texto del compromiso como aparece en el plan de acción:
Promover y facilitar la participación ciudadana en la lucha contra la corrupción mediante la implementación de un sistema para recepción y procesamiento de denuncias asegurando la adecuada protección de los denunciantes.
Los hitos de este compromiso son:
- Realizar un proceso de consulta con la sociedad civil sobre estructura y contenidos del portal y garantías para los denunciantes: realización de al menos 3 instancias de intercambio con organizaciones no gubernamentales vinculadas al tema.
- Diseñar y desarrollar un portal web de denuncias.
- Diseñar, implementar y evaluar experiencias piloto sobre gestión de denuncias en al menos dos organismos públicos
- Definir e implementar el sistema de garantías para denunciantes: a) elaborar protocolo de seguridad, b) actualizar marco legal vigente
- Realizar campaña de difusión y promoción del sistema de denuncias: realizar al menos 2 instancias de difusión con organizaciones no gubernamentales vinculadas al tema y 1 con la prensa.
- Incorporar al menos 5 organismos al sistema de gestión de denuncias.
Nota editorial: El texto completo del compromiso se encuentra en el Cuarto Plan de Acción Nacional de Gobierno Abierto de Uruguay 2018-2020, disponible aquí: https://goo.gl/XAMbNr
Fecha de inicio: Septiembre 2018 Fecha de término: Junio 2020
Contexto y objetivos
Uruguay es el país de América Latina con menor percepción de corrupción, según el Índice de Percepción de la Corrupción 2018 [33] de la ONG Transparencia Internacional. De acuerdo con ese informe, Uruguay es percibido como el país más transparente de América Latina, encabezando el ranking en la región, al igual que en la edición de 2017, con un total de 70 puntos sobre 100 posibles. En la región de las Américas ocupa el tercer puesto entre los 32 países, y a nivel global se encuentra en el puesto 23 sobre un total de 180 países.
Sin desconocer estas fortalezas, tanto las autoridades de Gobierno como las organizaciones de la sociedad civil reconocen que es necesario avanzar para generar canales seguros que habiliten a la ciudadanía a comunicar a las autoridades sobre situaciones irregulares de las que se tenga conocimiento. Así fue planteado en la Mesa de Diálogo de Transparencia, Anticorrupción y Ética Pública [34], una de las mesas de elaboración de este cuarto plan, donde representantes de la sociedad civil y del Estado hicieron sus propuestas de cara a un nuevo plan de acción. La organización Uruguay Transparente propuso específicamente la necesidad de fortalecer el sistema de denuncias, por un lado, para facilitar que las denuncias lleguen y por otro que la persona denunciante esté protegida. Se propuso para ello la creación de una ventanilla electrónica de denuncias, que contemple la participación de la sociedad civil a efectos de realizar una tarea de control del trámite de denuncia y se analice si es efectivo.
Este compromiso, a cargo de la Junta de Transparencia y Ética Pública (JUTEP), se propone abordar el problema mencionado generando un sistema confiable para canalizar denuncias de la ciudadanía a través de un portal web. Asimismo se propone crear una red de nexos entre los organismos públicos y la JUTEP para asegurar el adecuado procesamiento de las denuncias recibidas. Complementariamente, se propone establecer un sistema de amplias garantías para los denunciantes, sean funcionarios públicos o ciudadanos en general. El compromiso establece además que las acciones previstas se realizarán en consulta con organizaciones de la sociedad expertas en la temática.
La persona referente de Uruguay Transparente [35], consultada por las investigadoras del IRM, relató que tradicionalmente la denuncia a nivel de la ciudadanía se hace ante el organismo correspondiente y va al jerarca máximo a través de un canal que está establecido a nivel administrativo. El problema es que la denuncia se inicia en el mismo ámbito donde se origina el problema y no hay garantías de que la denuncia llegue a donde tiene que llegar. Por esta razón, Uruguay Transparente viene trabajando hace tiempo para impulsar un sistema de centralización de las denuncias en un organismo independiente, que reciba las denuncias y se encargue de comunicarlo al jerarca máximo o la persona designada del organismo denunciado. Mediante este tipo de procedimiento se generan garantías de que hay un registro de la denuncia y que se puede hacer un seguimiento.
La JUTEP aceptó ser ese organismo independiente, de acuerdo lo que manifestó la persona referente de CAinfo [36], con una gran apertura a trabajar con la sociedad civil. CAinfo, DATA y Uruguay Transparente participaron con la JUTEP en reuniones previo al armado del compromiso. La persona referente agregó que otros aspectos clave a tener en cuenta en la implementación de este compromiso son la difusión de la herramienta, la elaboración de protocolos de trabajo con las denuncias y la capacitación de funcionarios.
Las acciones propuestas en este compromiso son lo suficientemente específicas como para que su cumplimiento se pueda verificar en forma objetiva, y son relevantes a los valores de acceso a la información, participación ciudadana y rendición de cuentas. De cumplirse con todas las acciones propuestas, este compromiso tendrá un impacto moderado ya que su resultado será una nueva forma de canalizar denuncias por parte de la ciudadanía con todas las garantías necesarias de transparencia y exigibilidad, garantizadas por la JUTEP y con participación de la sociedad civil. Referentes de la JUTEP manifestaron que en un principio se intercambió la posibilidad de que la sociedad participara asegurando las garantías necesarias para el denunciante, pero se analizó y las garantías las debe otorgarlas la institución responsable. Para que la sociedad civil tenga una participación, se busca instrumentar un mecanismo de auditoría del proceso.
Siguientes pasos
Según se establece en el texto del compromiso, el sistema de denuncias se implementará por lo menos con dos organismos piloto. De acuerdo con información suministrada por referentes del organismo, lo que quedaría para un proceso posterior (y gradual) es lograr que en cada organismo haya un referente para canalizar consultas y eventuales medidas.
Las investigadoras del IRM recomiendan analizar la posibilidad de ampliar el número de organismos piloto para poder realizar una evaluación que abarque más su funcionamiento así como las posibilidades de extenderlo al resto de los organismos públicos a corto plazo. Tomando en cuenta que el canal de denuncias y su sistema de monitoreo quedarán en marcha, no se considera necesario volver sobre este compromiso en un próximo plan.
Commitments
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Implementation of the National Water Plan
UY0099, 2018, Access to Information
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Environmental Complaints' Management System
UY0100, 2018, Capacity Building
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Monitoring and Reporting on Climate Change
UY0101, 2018, Access to Information
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Observatory on Gender-Based Violence Against Women
UY0102, 2018, Access to Information
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Gender-Based Violence Open Data
UY0103, 2018, Access to Information
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Human Trafficking Prevention
UY0104, 2018, Capacity Building
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Complaint Reception and Processing System
UY0105, 2018, Anti-Corruption
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Electoral Process Data
UY0106, 2018,
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National Transparency Index
UY0107, 2018, E-Government
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Access to Information Law
UY0108, 2018, Access to Information
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Gender Perspective to Access to Information
UY0109, 2018, Access to Information
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State Web Portal
UY0110, 2018, Access to Information
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Access to Judicial Processes
UY0111, 2018, E-Government
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Public Hearings on Video
UY0112, 2018, E-Government
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Transparency of Statistical Information of the Judicial Branch
UY0113, 2018, Access to Information
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Open Municipalities
UY0114, 2018, Access to Information
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Canelones' Participation System
UY0115, 2018, Capacity Building
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Student Participation
UY0116, 2018, Capacity Building
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Open Government Culture
UY0117, 2018, Capacity Building
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National Dance Plan
UY0118, 2018, Gender
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Human Rights Education Plan
UY0119, 2018, Dispute Resolution & Legal Assistance
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Human Rights Report
UY0120, 2018, Civic Space
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Sustainable Development Strategy
UY0121, 2018, Public Participation
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Gender and Youth Perspective in Rural Areas
UY0122, 2018, Gender
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Observatory for Equality and Non-Discrimination
UY0123, 2018, Gender
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Improve Diversity in Government
UY0124, 2018, E-Government
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Indicators of Welfare and Economic, Social and Cultural Rights
UY0125, 2018, Access to Information
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Social Programs
UY0126, 2018, Access to Information
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National Plan for Persons with Disabilities
UY0127, 2018, Access to Justice
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Open Cadastre
UY0128, 2018, Access to Information
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Budget Transparency Portal
UY0129, 2018, Access to Information
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National Energy Efficiency Plan
UY0130, 2018, Access to Information
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Industry, Energy and Mining Data Publication
UY0131, 2018, Access to Information
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Information on Seized Goods and Foreign Trade Operations
UY0132, 2018, E-Government
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Accountability for the Commitments of the Departmental Government of Rivera
UY0133, 2018, Access to Information
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Quality Indicators of the Institutes of Highly Specialized Medicine
UY0134, 2018, E-Government
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Open Hospital Discharge Records
UY0135, 2018, Access to Information
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Open Data from Internet of Things
UY0136, 2018, Access to Information
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Cybersecurity Strategy
UY0137, 2018, E-Government
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Data for Social Development
UY0088, 2016, Access to Information
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Citizen Access Point
UY0089, 2016, Capacity Building
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Publishing Services and Devices in the Area of Domestic Violence
UY0090, 2016, Access to Information
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Adoption of Standard Open Contracting
UY0091, 2016, Access to Information
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Financial Information Accessible and Open
UY0092, 2016, Access to Information
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Budget Transparency Portal
UY0085, 2016, Capacity Building
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Access to Information and Open Data in Rivera
UY0093, 2016, Access to Information
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Citizen Monitoring Air Quality
UY0097, 2016, Access to Information
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Data and Information Montevideo
UY0098, 2016, Access to Information
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Departmental Policy Open Data
UY0094, 2016, Access to Information
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Departmental Policy Open Government
UY0095, 2016, Access to Information
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System Monitoring Utility Citizen
UY0096, 2016, Capacity Building
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Closeness Government: Council of Ministers Open
UY0059, 2016, E-Government
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National Youth Advisory Council
UY0060, 2016, Capacity Building
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Strengthening the Culture of Citizen Participation in Uruguay (Phase2)
UY0061, 2016, Capacity Building
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Promote and Strengthen the Autonomy of the Consultative Council of Civil Society Set up Under Law 19.122
UY0062, 2016, Capacity Building
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Observatory Institutional Information and Statistical Data on Socio-Educational Policy in the Inisa
UY0063, 2016, Capacity Building
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Consultations and Dialogue on International Instruments
UY0064, 2016, Capacity Building
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Follow the Recommendations of the UN Committee on the Elimination of All Forms of Discrimination Against Women
UY0066, 2016, Capacity Building
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Nominations of Experts in the Universal System of Promotion and Protection of Human Rights (UN) and Inter-American System
UY0067, 2016, Capacity Building
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Dialogue for the Analysis of the Impact of Information Society on Human Rights
UY0065, 2016, Capacity Building
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Access to Information in the Judiciary
UY0068, 2016, Access to Information
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Prevention of Money Laundering and Terrorist Financing
UY0069, 2016, Capacity Building
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Environmental Monitoring Points
UY0070, 2016, Access to Information
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Uruguay Species List
UY0071, 2016, Access to Information
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National Water Plan
UY0072, 2016, Anti-Corruption
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Postal Dialogue
UY0073, 2016, Capacity Building
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Opening Data from the National Directorate of Industry
UY0074, 2016, Access to Information
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Publication of Energy Data
UY0075, 2016, Anti-Corruption
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Transparency and Open Data Education
UY0076, 2016, Access to Information
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Formalize Building Maintenance in Schools Full Time: a Participatory Alternative
UY0077, 2016, Capacity Building
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Inclusion and Continuing Education of People with Disabilities
UY0078, 2016, Capacity Building
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Publication of Statistical Information on Socio-Educational Activities for Social Inclusion of Persons Deprived of Liberty
UY0079, 2016, Access to Information
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Art Education: Dissemination of Educational Proposals and Preparation of a Conceptual Framework for Improving Public Policy
UY0080, 2016, Capacity Building
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Dialogue and Information on Care System
UY0081, 2016, Access to Information
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Information System for Monitoring Health Goals
UY0082, 2016, Access to Information
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Right of Access to Public Information
UY0083, 2016, Access to Information
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Open Data and Statistics
UY0086, 2016, Access to Information
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Who Controls What? Online Catalog of the Functions and Powers of Existing Control State Agencies
UY0087, 2016, Access to Information
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Monitoring of Non-Ionizing Radiation and Publication of Information
UY0084, 2016, Capacity Building
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Strengthening the Culture of Citizen Participation in Uruguay
UY0019, 2014, Capacity Building
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Open Government: Everyone's Business and All
UY0020, 2014, Capacity Building
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Open Government Funds
UY0021, 2014, Public Participation
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E-Collaboration Citizen: Tramites.Gub.Uy
UY0022, 2014, E-Government
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Affirmative Action for People of African Descent: Transparency and Accountability
UY0023, 2014, Capacity Building
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Improvement Plan Instances of Citizen Participation and the Link with Citizens Through the Inter Tables Public Social Policies
UY0024, 2014, Capacity Building
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Urban Development Program "Barrio De Las Artes"
UY0025, 2014, Capacity Building
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Dialogue and Consultation System
UY0026, 2014, Public Participation
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Promotion and Dissemination of the Right of Access to Public Information
UY0027, 2014, Access to Information
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E-Access: National System Requirements for Access to Public Information
UY0028, 2014, Access to Information
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Responses to Requests for Access to Public Information
UY0029, 2014, Access to Information
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Accessible Wide Board
UY0030, 2014, Capacity Building
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Single Point of Access to Statistical Information Available in the State
UY0031, 2014, E-Government
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Open Government Data
UY0032, 2014, Access to Information
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Open Data for Policy Analysis
UY0033, 2014, Access to Information
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Cadastre Open
UY0034, 2014, E-Government
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Publication of Microdata Social Programs in Open Format
UY0035, 2014, Access to Information
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Dissemination of Information for the Exercise of the Rights of Users of Health
UY0036, 2014, Access to Information
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Open Data Aeroportuarios
UY0037, 2014, Infrastructure & Transport
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Transparency in the Lifecycle of Projects Uruguayan Law
UY0038, 2014, Access to Information
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Observatory Public Procurement
UY0039, 2014, Anti-Corruption
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Single Sign-State Suppliers
UY0040, 2014, Anti-Corruption
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National Public Software
UY0041, 2014, Capacity Building
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Transparency in the Management of Cultural Projects
UY0042, 2014, E-Government
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Transparency in the State Project Portfolio
UY0043, 2014, E-Government
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Simplification Program and Online Procedures
UY0044, 2014, E-Government
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Processing ID documents (CI) Abroad
UY0045, 2014, Citizenship & Immigration
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Interactive Travel Itineraries
UY0046, 2014, E-Government
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Certificate Issuing Service MiPyme Online
UY0047, 2014, E-Government
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Map of the Education Offered by the National Administration of Public Education
UY0048, 2014, E-Government
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New Web Portal for the Ministry of Economy and Finance
UY0049, 2014, Access to Information
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Spatial Data Infrastructure
UY0050, 2014, Capacity Building
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Citizen Points
UY0051, 2014, E-Government
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Integration of the National Resource Guide with Geographic Information System
UY0052, 2014, E-Government
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Made for Youth
UY0053, 2014, E-Government
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Daily Closing Quotes Central Bank of Uruguay
UY0054, 2014, E-Government
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Mobile Government
UY0055, 2014, E-Government
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Teleimagenología Service - Salud.Uy Program
UY0056, 2014, E-Government
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Quality Virtual Interaction with Citizenship
UY0057, 2014, E-Government
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Integrated Management System Municipal Claims
UY0058, 2014, E-Government
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Access to Public Information
UY0001, 2012, Capacity Building
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Strengthen the Culture of Transparency
UY0002, 2012, Access to Information
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National Transparency Award
UY0003, 2012, Capacity Building
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E-Citizen Participation
UY0004, 2012, Open Regulations
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Open Government Data
UY0005, 2012, Access to Information
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Digital Literacy Plan
UY0006, 2012, Capacity Building
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Purchasing Agency and Contracting
UY0007, 2012, Anti-Corruption
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Government Resource Planning (GRP)
UY0008, 2012,
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A System of Electronic Record
UY0009, 2012, E-Government
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Uruguay Concursa
UY0010, 2012, Labor
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National Public Software
UY0011, 2012, E-Government
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Online Procedures and Services
UY0012, 2012, E-Government
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E-Funds Citizens
UY0013, 2012, Capacity Building
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Incorporate Electronic Pscs
UY0014, 2012, E-Government
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Uruguayan State Portal
UY0015, 2012, E-Government
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Processing System Common Passports at Consular Offices of the Republic
UY0016, 2012, Citizenship & Immigration
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Apostille Convention
UY0017, 2012,
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Electronic Receipt Tax
UY0018, 2012, E-Government