Skip Navigation
Uruguay

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 Protections

IRM 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

Potential Impact:

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.

[35] Entrevista realizada a Verónica García Leites, Uruguay Transparente, 8/3/2019
[36] Entrevista realizada a Daniel Lema, CAinfo, 8/3/2019

Commitments

  1. Implementation of the National Water Plan

    UY0099, 2018, Access to Information

  2. Environmental Complaints' Management System

    UY0100, 2018, Capacity Building

  3. Monitoring and Reporting on Climate Change

    UY0101, 2018, Access to Information

  4. Observatory on Gender-Based Violence Against Women

    UY0102, 2018, Access to Information

  5. Gender-Based Violence Open Data

    UY0103, 2018, Access to Information

  6. Human Trafficking Prevention

    UY0104, 2018, Capacity Building

  7. Complaint Reception and Processing System

    UY0105, 2018, Anti-Corruption

  8. Electoral Process Data

    UY0106, 2018,

  9. National Transparency Index

    UY0107, 2018, E-Government

  10. Access to Information Law

    UY0108, 2018, Access to Information

  11. Gender Perspective to Access to Information

    UY0109, 2018, Access to Information

  12. State Web Portal

    UY0110, 2018, Access to Information

  13. Access to Judicial Processes

    UY0111, 2018, E-Government

  14. Public Hearings on Video

    UY0112, 2018, E-Government

  15. Transparency of Statistical Information of the Judicial Branch

    UY0113, 2018, Access to Information

  16. Open Municipalities

    UY0114, 2018, Access to Information

  17. Canelones' Participation System

    UY0115, 2018, Capacity Building

  18. Student Participation

    UY0116, 2018, Capacity Building

  19. Open Government Culture

    UY0117, 2018, Capacity Building

  20. National Dance Plan

    UY0118, 2018, Gender

  21. Human Rights Education Plan

    UY0119, 2018, Dispute Resolution & Legal Assistance

  22. Human Rights Report

    UY0120, 2018, Civic Space

  23. Sustainable Development Strategy

    UY0121, 2018, Public Participation

  24. Gender and Youth Perspective in Rural Areas

    UY0122, 2018, Gender

  25. Observatory for Equality and Non-Discrimination

    UY0123, 2018, Gender

  26. Improve Diversity in Government

    UY0124, 2018, E-Government

  27. Indicators of Welfare and Economic, Social and Cultural Rights

    UY0125, 2018, Access to Information

  28. Social Programs

    UY0126, 2018, Access to Information

  29. National Plan for Persons with Disabilities

    UY0127, 2018, Access to Justice

  30. Open Cadastre

    UY0128, 2018, Access to Information

  31. Budget Transparency Portal

    UY0129, 2018, Access to Information

  32. National Energy Efficiency Plan

    UY0130, 2018, Access to Information

  33. Industry, Energy and Mining Data Publication

    UY0131, 2018, Access to Information

  34. Information on Seized Goods and Foreign Trade Operations

    UY0132, 2018, E-Government

  35. Accountability for the Commitments of the Departmental Government of Rivera

    UY0133, 2018, Access to Information

  36. Quality Indicators of the Institutes of Highly Specialized Medicine

    UY0134, 2018, E-Government

  37. Open Hospital Discharge Records

    UY0135, 2018, Access to Information

  38. Open Data from Internet of Things

    UY0136, 2018, Access to Information

  39. Cybersecurity Strategy

    UY0137, 2018, E-Government

  40. Data for Social Development

    UY0088, 2016, Access to Information

  41. Citizen Access Point

    UY0089, 2016, Capacity Building

  42. Publishing Services and Devices in the Area of ​​Domestic Violence

    UY0090, 2016, Access to Information

  43. Adoption of Standard Open Contracting

    UY0091, 2016, Access to Information

  44. Financial Information Accessible and Open

    UY0092, 2016, Access to Information

  45. Budget Transparency Portal

    UY0085, 2016, Capacity Building

  46. Access to Information and Open Data in Rivera

    UY0093, 2016, Access to Information

  47. Starred commitment Citizen Monitoring Air Quality

    UY0097, 2016, Access to Information

  48. Data and Information Montevideo

    UY0098, 2016, Access to Information

  49. Departmental Policy Open Data

    UY0094, 2016, Access to Information

  50. Starred commitment Departmental Policy Open Government

    UY0095, 2016, Access to Information

  51. System Monitoring Utility Citizen

    UY0096, 2016, Capacity Building

  52. Closeness Government: Council of Ministers Open

    UY0059, 2016, E-Government

  53. National Youth Advisory Council

    UY0060, 2016, Capacity Building

  54. Strengthening the Culture of Citizen Participation in Uruguay (Phase2)

    UY0061, 2016, Capacity Building

  55. Promote and Strengthen the Autonomy of the Consultative Council of Civil Society Set up Under Law 19.122

    UY0062, 2016, Capacity Building

  56. Observatory Institutional Information and Statistical Data on Socio-Educational Policy in the Inisa

    UY0063, 2016, Capacity Building

  57. Consultations and Dialogue on International Instruments

    UY0064, 2016, Capacity Building

  58. Follow the Recommendations of the UN Committee on the Elimination of All Forms of Discrimination Against Women

    UY0066, 2016, Capacity Building

  59. Nominations of Experts in the Universal System of Promotion and Protection of Human Rights (UN) and Inter-American System

    UY0067, 2016, Capacity Building

  60. Dialogue for the Analysis of the Impact of Information Society on Human Rights

    UY0065, 2016, Capacity Building

  61. Access to Information in the Judiciary

    UY0068, 2016, Access to Information

  62. Prevention of Money Laundering and Terrorist Financing

    UY0069, 2016, Capacity Building

  63. Environmental Monitoring Points

    UY0070, 2016, Access to Information

  64. Uruguay Species List

    UY0071, 2016, Access to Information

  65. Starred commitment National Water Plan

    UY0072, 2016, Anti-Corruption

  66. Postal Dialogue

    UY0073, 2016, Capacity Building

  67. Opening Data from the National Directorate of Industry

    UY0074, 2016, Access to Information

  68. Publication of Energy Data

    UY0075, 2016, Anti-Corruption

  69. Transparency and Open Data Education

    UY0076, 2016, Access to Information

  70. Formalize Building Maintenance in Schools Full Time: a Participatory Alternative

    UY0077, 2016, Capacity Building

  71. Inclusion and Continuing Education of People with Disabilities

    UY0078, 2016, Capacity Building

  72. Publication of Statistical Information on Socio-Educational Activities for Social Inclusion of Persons Deprived of Liberty

    UY0079, 2016, Access to Information

  73. Art Education: Dissemination of Educational Proposals and Preparation of a Conceptual Framework for Improving Public Policy

    UY0080, 2016, Capacity Building

  74. Dialogue and Information on Care System

    UY0081, 2016, Access to Information

  75. Information System for Monitoring Health Goals

    UY0082, 2016, Access to Information

  76. Starred commitment Right of Access to Public Information

    UY0083, 2016, Access to Information

  77. Open Data and Statistics

    UY0086, 2016, Access to Information

  78. Who Controls What? Online Catalog of the Functions and Powers of Existing Control State Agencies

    UY0087, 2016, Access to Information

  79. Monitoring of Non-Ionizing Radiation and Publication of Information

    UY0084, 2016, Capacity Building

  80. Strengthening the Culture of Citizen Participation in Uruguay

    UY0019, 2014, Capacity Building

  81. Open Government: Everyone's Business and All

    UY0020, 2014, Capacity Building

  82. Open Government Funds

    UY0021, 2014, Public Participation

  83. E-Collaboration Citizen: Tramites.Gub.Uy

    UY0022, 2014, E-Government

  84. Affirmative Action for People of African Descent: Transparency and Accountability

    UY0023, 2014, Capacity Building

  85. Improvement Plan Instances of Citizen Participation and the Link with Citizens Through the Inter Tables Public Social Policies

    UY0024, 2014, Capacity Building

  86. Urban Development Program "Barrio De Las Artes"

    UY0025, 2014, Capacity Building

  87. Dialogue and Consultation System

    UY0026, 2014, Public Participation

  88. Promotion and Dissemination of the Right of Access to Public Information

    UY0027, 2014, Access to Information

  89. E-Access: National System Requirements for Access to Public Information

    UY0028, 2014, Access to Information

  90. Responses to Requests for Access to Public Information

    UY0029, 2014, Access to Information

  91. Accessible Wide Board

    UY0030, 2014, Capacity Building

  92. Single Point of Access to Statistical Information Available in the State

    UY0031, 2014, E-Government

  93. Open Government Data

    UY0032, 2014, Access to Information

  94. Open Data for Policy Analysis

    UY0033, 2014, Access to Information

  95. Starred commitment Cadastre Open

    UY0034, 2014, E-Government

  96. Publication of Microdata Social Programs in Open Format

    UY0035, 2014, Access to Information

  97. Dissemination of Information for the Exercise of the Rights of Users of Health

    UY0036, 2014, Access to Information

  98. Open Data Aeroportuarios

    UY0037, 2014, Infrastructure & Transport

  99. Transparency in the Lifecycle of Projects Uruguayan Law

    UY0038, 2014, Access to Information

  100. Observatory Public Procurement

    UY0039, 2014, Anti-Corruption

  101. Starred commitment Single Sign-State Suppliers

    UY0040, 2014, Anti-Corruption

  102. National Public Software

    UY0041, 2014, Capacity Building

  103. Transparency in the Management of Cultural Projects

    UY0042, 2014, E-Government

  104. Transparency in the State Project Portfolio

    UY0043, 2014, E-Government

  105. Simplification Program and Online Procedures

    UY0044, 2014, E-Government

  106. Processing ID documents (CI) Abroad

    UY0045, 2014, Citizenship & Immigration

  107. Interactive Travel Itineraries

    UY0046, 2014, E-Government

  108. Certificate Issuing Service MiPyme Online

    UY0047, 2014, E-Government

  109. Map of the Education Offered by the National Administration of Public Education

    UY0048, 2014, E-Government

  110. New Web Portal for the Ministry of Economy and Finance

    UY0049, 2014, Access to Information

  111. Spatial Data Infrastructure

    UY0050, 2014, Capacity Building

  112. Starred commitment Citizen Points

    UY0051, 2014, E-Government

  113. Integration of the National Resource Guide with Geographic Information System

    UY0052, 2014, E-Government

  114. Made for Youth

    UY0053, 2014, E-Government

  115. Daily Closing Quotes Central Bank of Uruguay

    UY0054, 2014, E-Government

  116. Mobile Government

    UY0055, 2014, E-Government

  117. Teleimagenología Service - Salud.Uy Program

    UY0056, 2014, E-Government

  118. Quality Virtual Interaction with Citizenship

    UY0057, 2014, E-Government

  119. Starred commitment Integrated Management System Municipal Claims

    UY0058, 2014, E-Government

  120. Access to Public Information

    UY0001, 2012, Capacity Building

  121. Strengthen the Culture of Transparency

    UY0002, 2012, Access to Information

  122. National Transparency Award

    UY0003, 2012, Capacity Building

  123. E-Citizen Participation

    UY0004, 2012, Open Regulations

  124. Starred commitment Open Government Data

    UY0005, 2012, Access to Information

  125. Digital Literacy Plan

    UY0006, 2012, Capacity Building

  126. Purchasing Agency and Contracting

    UY0007, 2012, Anti-Corruption

  127. Government Resource Planning (GRP)

    UY0008, 2012,

  128. A System of Electronic Record

    UY0009, 2012, E-Government

  129. Uruguay Concursa

    UY0010, 2012, Labor

  130. National Public Software

    UY0011, 2012, E-Government

  131. Starred commitment Online Procedures and Services

    UY0012, 2012, E-Government

  132. E-Funds Citizens

    UY0013, 2012, Capacity Building

  133. Incorporate Electronic Pscs

    UY0014, 2012, E-Government

  134. Uruguayan State Portal

    UY0015, 2012, E-Government

  135. Processing System Common Passports at Consular Offices of the Republic

    UY0016, 2012, Citizenship & Immigration

  136. Apostille Convention

    UY0017, 2012,

  137. Starred commitment Electronic Receipt Tax

    UY0018, 2012, E-Government

Do NOT follow this link or you will be banned from the site!