Provide the citizenship with a digital app through which they can report incidents, claims and complaints. (ARCCR0002)

Commitment ID

ARCCR0002

Commitment Title

Provide the citizenship with a digital app through which they can report incidents, claims and complaints.

Problem

The management of claims is poor. The citizen does not receive a solution or the problem is solved without the proper notification to the citizen. There are many ways to submit claims to be solved, but they are not unified. The operating areas of the city hall do not have integral management systems; therefore, it is impossible to follow and organize the different claims.

Status quo

The number of claims submitted via different ways are not measured. The only available record is 125.000 claims submitted through a digital manner within the years 2018 and 2019. There is a low percentage of answers to the claims digitally submitted. During 2018 and 2019, only 28% of these claims were answered. It took about 55 days to manage these claims submitted online and to find a solution to them during the years 2018 and 2019. Lack of a standardized and valid process for the reception, management and solution of the claims and incidents submitted.

Action

Development of a mobile application for citizens to report public (maintenance of green spaces, public lighting, waste collection, sewer systems, road potholes, etc.) and private incidents (lack of maintenance of wastelands as well as weeds on sidewalks and broken sidewalks, etc.). Implementation of a web system for management of incidents with different roles that enable the user to register requests face-to-face (entry desks), via call center or by phone, to make inquiries, and to submit orders to contractors or to the administration's own operational crews. This web system will be integrated with applications of the Tribunal de Faltas (court of offenses) for the management of private and public incidents in the field. The mobile application will allow a complete and clear tracking for the neighbors, from the beginning of the claim through all the instances of management of them.

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

Once this tool is implemented, it is expected to provide citizens with a digital tool through which they can make a claim or complaint, and have the guarantee that they have been received and managed properly by the appropriate departments. Likewise, the citizen will be able to have a record and to track them. Citizen participation is essential as the use of the App allows the authorities to know the location of problems such as lighting, green spaces, traffic lights, potholes, sewers, among others. In turn, it is expected to provide better quality information to focus on the improvement of internal processes, making the areas of operation more efficient, and having the possibility of increasing the level of transparency to citizens on this process.

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

In order to develop transparent and responsive public administrations, public services must be adapted to the needs of citizens, improving their quality and scope. The application to be developed as part of this commitment aims to meet this goal. First of all, it seeks to provide the citizen with a quick and direct link to the area in charge of solving his or her complaint. Secondly, it provides more information to the citizen in relation to the internal processes carried out for the resolution of the claim submitted. Thirdly, it improves the quality of the information received by the citizen, which is used internally to improve the quality of the service offered and to meet citizens' needs more efficiently.

Primary Policy Area

E-petitions, Social Accountability

Primary Sector

Infrastructure & Transport, Public Services (general)

What OGP value is this commitment relevant to?