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)
Overview
At-a-Glance
Action Plan: Action plan – Santa Catarina, Brazil, 2021 – 2022
Inception Report: Inception Report – Action plan – Santa Catarina, Brazil, 2021 – 2022
Commitment Start: Aug 2021
Commitment End: Oct 2022
Institutions involved:
- State Secretariat of Administration - SEA
- Comptroller General of the State -CGE
- SC Computer and Automation Center - CIASC
- Social Observatory Brasil/SC
- Politeia Research Group
- Government School Foundation - ENA/SC
- Santa Catarina State University - UDESC
Primary Policy Area:
Primary Sector:
OGP Value:
- Civic Participation
Inception Report Summary
Verifiable: Yes
Relevance to OGP Values: Yes
The commitment is a new regulation, policy, practice or requirement.
The commitment activities will result in a change of the rules, practices or policies that govern a policy area, public sector and/or relationship between citizens and is binding or institutionalized across government or specific institution(s).
To view the detailed final assessment of this commitment read the End of Commitment Report
Description
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 The technological tool is outdated and without evolutionary maintenance, it's interface makes usability difficult for citizens, does not provide reports for managers and citizens, and also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?
| Civic Participation | The commitment seeks to promote social participation to improve the public administration services. To this end, it will establish the users' council, as an appropriate forum to promote the active participation of the organized society in the construction, implementation and evaluation of the State Government public services, through the use of technological tools to evaluate services and to improve the ombudsman service. |