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| dc.title | Complaint as Positive Energy: The Experience of "The Worst Bureaucratic Procedure of My Life" Contest in Bolivia |
| dc.contributor.author | Charosky, Hernán |
| dc.contributor.author | Vásquez, María Inés |
| dc.contributor.author | Dassen, Nicolás |
| dc.contributor.orgunit | Institutional Capacity of State Division |
| dc.coverage | Bolivia |
| dc.coverage | South America |
| dc.date.available | 2014-12-10T00:00:00 |
| dc.date.issue | 2014-12-09T00:00:00 |
| dc.description.abstract | A government agenda of openness and transparency is critical to improving the quality of services to users and streamlining bureaucratic procedures. Efficiency and transparency in administrative processes, access to information, user-friendliness of paperwork, and mechanisms for resolving paperwork issues must be ensured so that citizens can fully exercise their rights when requesting a decision from the government, applying for a license, or soliciting other information or documentation issued by the State. Bolivia's Ministry for Institutional Transparency and Fight against Corruption treated user experience as a fundamental aspect of the relationship between citizens and the public sector by launching a contest in 2011 called "The Worst Bureaucratic Procedure of My Life". The aim was to solicit examples from users of extremely bureaucratic procedures as well as proposals to improve them. |
| dc.format.extent | 51;56 |
| dc.identifier.doi | http://dx.doi.org/10.18235/0010601 |
| dc.identifier.url | https://publications.iadb.org/publications/english/document/Complaint-as-Positive-Energy-The-Experience-of-_The-Worst-Bureaucratic-Procedure-of-My-Life_-Contest-in-Bolivia.pdf |
| dc.identifier.url | https://publications.iadb.org/publications/spanish/document/La-queja-como-energía-positiva-La-experiencia-del-concurso-El-peor-trámite-de-mi-vida-en-Bolivia.pdf |
| dc.language.iso | en |
| dc.medium | Adobe PDF |
| dc.publisher | Inter-American Development Bank |
| dc.subject | Public Service |
| dc.subject | Public Administration |
| dc.subject.jelcode | H83 - Public Administration • Public Sector Accounting and Audits |
| dc.subject.keywords | Participación de la sociedad civil;Civil society participation;Gobierno abierto;Servicios públicos;Public services;Open government |
| dc.type | Technical Notes |
| idb.identifier.pubnumber | Technical Notes |