Simplifying Lives: Quality and Satisfaction in Public Services

Abstract

The Simplifying Lives project aims at contributing to the improvement of the delivery of public services to citizens. For this, a new methodology for measuring both the quality with which services are managed and the satisfaction that citizens experience when receiving them was designed. A first measurement was applied in a pilot mode in six countries of Latin America and the Caribbean and for six transactional services (procedures). It is the first time that such a measurement has been carried out on a regional scale. The results allow identifying specific improvement opportunities, taking into account what citizens value the most and suggesting the type of projects to be implemented in each case. It is expected that the information collected will be used from now on to make decisions regarding programs of administrative rationalization and improvement of citizen attention.