The single digital platform of the Peruvian State offers guidance information for citizens about procedures and services. It centralizes the institutional pages of all entities, as well as all their regulatory information, publications, news and campaigns. It is focused on being an accessible platform that can be used by all people on all devices, considering principles of accessibility and inclusion.
There is a gap between the State and Citizenship, since citizens do not have easy-to-understand orientation information at the time they need it. They resort to processors due to lack of information and perceive the State as something distant from them, which does not help or contribute.
What Makes Your Project Innovative?
Our project, Gob.pe, stands out for its innovation in reshaping the landscape of public entity websites in Peru. Unlike the previous scenario where each entity maintained individual web pages, often laden with institutional information and lacking citizen-centric considerations, Gob.pe revolutionizes this approach. It compels public entities to present comprehensive information in a user-friendly manner, catering specifically to the needs of citizens. This shift aligns with a global trend towards more citizen-centric online platforms, but what sets Peru apart is its role as a trailblazer in Latin America. By setting a precedent with Gob.pe, Peru has become a model for other countries in the region, showcasing a commitment to fostering transparent, accessible, and citizen-oriented government communication.
What is the current status of your innovation?
Our innovation is currently in the implementation phase, actively advancing towards full integration and effectiveness. We are diligently working on executing the necessary steps to ensure a seamless transition and optimal functionality. The project team is engaged in refining key aspects, addressing any challenges that arise, and fine-tuning the innovation to meet the highest standards. While still in progress, we have witnessed promising developments, and we remain dedicated to bringing this innovation to fruition successfully.
Collaborations & Partnerships
Citizens crucial in user-centric design through interviews and prototype testing.
Government officials from institutions like OSCE, SUNAT, and PJ actively shaped institutional pages, refining prototypes and functionality.
Their ongoing involvement, including content contributions to GOB.PE, ensures a platform aligned with user needs and government communication standards.
Users, Stakeholders & Beneficiaries
- Citizens, the primary consumers of guidance information.
- Government officials access institutional data, particularly legal regulations.
- Civil society organizations also consume institutional information, especially legal regulations.
- Companies utilize the platform for guidance information.
Results, Outcomes & Impacts
GOB.PE has revolutionized government-citizen interaction, creating 3500+ digital spaces and facilitating the upload of +28,000 content pages and 9000+ procedure pages.
The innovation enhances accessibility, garnering over 3 billion views since 2018. Measured through Google Analytics and user testing, we ensure user-friendly experiences.
Future goals include further digitization of procedures, expanding service access, and implementing a digital ID for streamlined citizen interaction.
Tangible results include 3.29 billion views, 3571 digital spaces, 16,664 pages posted, and 2350 pages of procedures and services as of October 2023.
Challenges and Failures
Challenges include entities requesting new functionalities during migration, sometimes essential, and other times stemming from resistance to change.
Failures, such as structural setbacks, have been minimal.
Responding to challenges, we provide support and continuous training for optimal content migration, addressing resistance through collaboration and emphasizing user-centric improvements.
Conditions for Success
Success in creating a user-friendly, fast, and accessible website like GOB.PE necessitates robust infrastructure to handle vast information.
Human and financial resources are crucial, including project managers, research, UX/UI designers, a development team (8-10 members), and QA analysts. A solid team manages backlog items, aids entities, and develops new features.
GOB.PE's protection under Supreme Decree N° 033-2018-PCM underscores the importance of policy adherence and regulation oversight, pivotal for sustained growth and innovation.
GOB.PE, extending beyond its digital platform, introduces a novel approach to addressing citizen issues, rooted in citizen and ethnographic research. This approach has already inspired replication in other services, including the Coronavirus Platform for pandemic information, as well as the Facilita Peru and Participa platforms. The success of this methodology suggests substantial potential for further replication in various organizations, both within and beyond our current scope.
Embarking on GOB.PE journey taught us crucial lessons:
1. User-centricity is paramount, involving citizens and officials ensures resonance.
2. Collaboration fuels innovation, engaging stakeholders facilitates seamless integration.
3. Constant evolution is key, adapting to user feedback and maintaining an agile approach is essential.
4. Policy support is foundational for success, ensuring growth and relevance.
Sharing these insights fosters a culture of innovation, collaboration, and user-focused development in the public sector.
- Generating Ideas or Designing Solutions - finding and filtering ideas to respond to the problem or opportunity
- Implementation - making the innovation happen
- Evaluation - understanding whether the innovative initiative has delivered what was needed
28 December 2023