Strengthening the Ombudsman Ecosystem (BRGIS0002)
Overview
At-a-Glance
Action Plan: Action plan – State of Goias, Brazil, 2024 – 2026
Inception Report: Not available
Commitment Start: Jan 2025
Commitment End: Oct 2026
Institutions involved:
- State General Comptroller's Office of Goiás
- Regional Pharmacy Council (CRF)
- State Secretariat of Education (SEDUC)
- State Secretariat of Infrastructure (SEINFRA)
- State Secretariat of Civil Affairs
- Saneamento de Goiás S.A - SANEAGO
- State Secretariat of Social Development
- State Secretariat of Culture (SECULT)
- State Secretariat of Administration (SEAD)
- Goiana Agency for Regulation, Control, and Supervision of Public Services (AGR)
- State Secretariat of Public Security (SSP)
- General Directorate of Penal Police (DGPP)
Primary Policy Area:
Primary Sector:
OGP Value:
- Access to information
Description
Commitment ID
BRGIS0002
Commitment Title
Strengthen the ombudsman ecosystem, ensuring that citizens' demands are handled quickly and resolutely.
Problem
The Ombudsman's commitment seeks to address a social and political problem related to inefficiency in handling citizens' demands. The lack of agility in processing and the insufficient resolution of responses generate a lack of trust in the mechanisms of participation and social control, harming the government's effectiveness in solving problems. This inefficiency weakens institutional legitimacy, undermines the delivery of public services, and discourages civic engagement. Thus, the commitment aims to address this failure, ensuring that protests are handled in an agile and resolute manner, promoting trust, participation, and government transparency.
Status quo
Between 2019 and 2023, the average response time to Ombudsman complaints was 7.7 days, while the percentage of resolution of demands reached just 58%. These numbers reflect important challenges in the efficiency and effectiveness of handling citizen demands, indicating the need for significant improvements to achieve greater agility and user satisfaction.
Action
Action 1 - Implement maturity levels to evaluate ombudsman offices and create the Ombudsman Award
Action 2 - Create a virtual Public Services Users Council to evaluate and improve the quality of services offered
Action 3 - Create AI to analyze incoming demands, identify patterns, and predict problem areas, allowing a proactive response to the user.
Expected Results:
- Improved Accountability: By establishing maturity levels and awards, ombudsman offices will be encouraged to maintain high standards of accountability and transparency.
- Increased Citizen Participation: The Public Services Users Council will facilitate active citizen participation in the evaluation and improvement of public services, thereby strengthening trust in government institutions.
- Proactive and Efficient Service Delivery: The use of AI for demand analysis will improve the government's ability to respond to citizen needs efficiently, addressing issues proactively rather than reactively.
How will the commitment contribute to solving the public problem described above?
The commitment contributes to resolving the problem by increasing the maturity of ombudsman offices and their ability to respond to citizens' demands.
Action 1 establishes maturity levels and a premium that encourages continuous improvement; Action 2 encourages the direct participation of users in the evaluation of services, strengthening trust and transparency; and Action 3 uses AI for proactive analysis, enabling rapid identification and response to problem areas.
The expected results are a reduction in response time and increased resolution of demands. Products include the Ombudsman Award, the User Council, and an AI system, generating greater efficiency and public trust.
What long-term goal as identified in your Open Government Strategy does this commitment relate to?
The commitment is related to the long-term objective of strengthening participatory and effective governance, focusing on ensuring that the State of Goiás is recognized for its quality and agility in addressing citizens' demands. By strengthening the ombudsman ecosystem, the commitment aims to improve the government's responsiveness and ensure that demands are handled quickly and resolutely, aligning with the goal of promoting active citizen participation in governmental processes and fostering a culture of collaboration and public trust.
Primary Policy Area
Right to Information, Whistleblower Protections
Primary Sector
Public Services (general)
What OGP value is this commitment relevant to?
| Access to information | The commitment to strengthen the ombudsman ecosystem, ensuring that citizens' demands are handled quickly and effectively, is relevant to the value of access to information because ombudsman offices serve as important channels of communication between the government and citizens. They enable the population to request information, file complaints, and make suggestions directly, contributing to a continuous flow of information about public services. |