Most of the public entities only had physical complaint books and no complaint handling processes to improve services to citizens. The innovative proposal was co-created between citizens and civil servants from different entities at the national level. It contemplates a standardised digital platform as a single channel for public entities and improves the management of citizen complaints through an agile and user-friendly process focused on the citizen experience.
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The project was created due to the low level of digitisation of the procedures offered by the Government of the State of Guanajuato and the lengthy nature of procedures. A State-wide strategy of optimisation and digitisation was implemented to streamline services and save time and resources for both the Government and citizens. A major innovation was made in the form of attention to citizen needs and carrying out steps of the procedure through the use of electronic means, prior to the citizen's…
The Disciplinary Maturity Model (CRG-MM) is a pioneer model in Brazil and is an operational and strategic tool aimed to evaluating and improving the management of disciplinary activity, through the definition of quality standards based on management and public governance procedures. This innovation seeks to provide greater stability and security to executors and managers of disciplinary activity, considering its role as a public integrity instance in the fight against corruption.
The Porto Citizen Card is designed to identify residents, but above all to offer them privileged use of their city, advantages and benefits in accessing experiences and services of the Municipality. With 46,126 active users, the innovation combines a physical card with a digital platform that integrates a website, a cardholder database, and resources to support current and new services. By concentrating several municipal service access and resources in one card, Porto residents are more aware of…
This initiative was created to accelerate the decarbonisation process of the energy and transport sectors in Colombia and work on the training and technicalization process for multiple sectors of society involved. A total process of decarbonisation of the energy and transport sectors cannot be possible if working in a single line. Carbon Neutral Pathway (Camino Hacía Carbono Neutral - CHCN) works with a broad range of stakeholders, including public officials, journalists, academics,…
The Information System for Monitoring the State Anti-Corruption Program (country's Integrity Program) was developed to effectively address the challenge of monitoring the Integrity Program. This innovative solution simplifies and streamlines the processes related to the Program's implementation, ultimately leading to more effective governance. Primarily, considering the OECD's Recommendations on Public Integrity, which highlight that traditional approaches relying on strict rules and law…
The implementation of the OKRs (Objectives and Key Results) methodology in the National Agency on Corruption Prevention (NACP) was developed to address performance management, transparency, and team clarity and coordination issues. OKRs have benefited the organization by providing a structured framework to set, track, and measure objectives, thus improving accountability and goal alignment. This marks the first experience of implementing this approach in the Ukrainian public sector, drawing…
The Citizen Innovation Labs (Laboratorios de Innovación Ciudadana - LABIC) are a methodology to generate innovative solutions between citizens and institutions for the common good. They utilise a method to experiment, collaborate and accelerate innovative projects that emerge from citizens and have the potential to generate useful solutions to social, cultural, environmental and economic challenges. These solutions focus on the most pressing issues of the 2030 agenda and they are replicable,…
As part of the national plan for the digital transformation of education in Greece, the Greek Ministry of Education's technical body designed and developed “e-me”, a social, collaborative, and extendable cloud-based digital educational platform for pupils and teachers. The goal was for e-me to provide a safe digital workspace and collaboration environment for the entire Greek K-12 community of 150.000 teachers and 1.5M pupils and, thus, to operate as the Greek public official digital…
Case Study
Cultural and technological transformation of the criminal justice service in the province of Buenos…
The innovation was developed to solve the difficulties encountered by citizens in accessing the criminal justice service and thus contribute to regenerating the confidence in the system. The cultural and technological transformation of this service increases the quality of the citizen's experience and the judicial agent involved. Buenos Aires' Public Prosecutor's Office applied emerging technologies and innovative management techniques and achieved a more agile, productive, and efficient…