Voir les métadonnées

dc.titleSimplifying Lives: Quality and Satisfaction in Public Services
dc.contributor.authorPareja, Alejandro
dc.contributor.authorFernández, Cecilia
dc.contributor.authorBlanco, Bárbara
dc.contributor.authorTheobald, Katharina
dc.contributor.authorMartínez, Alejandra
dc.contributor.orgunitInstitutional Capacity of the State Division
dc.coverageEcuador
dc.coverageParaguay
dc.coverageTrinidad and Tobago
dc.coverageChile
dc.coveragePanama
dc.coverageUruguay
dc.coverageLatin America and the Caribbean
dc.date.available2016-11-29T00:00:00
dc.date.issue2016-12-05T00:00:00
dc.description.abstractThe 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.
dc.format.extent140
dc.identifier.doihttp://dx.doi.org/10.18235/0012841
dc.identifier.urlhttps://publications.iadb.org/publications/english/document/Simplifying-Lives-Quality-and-Satisfaction-in-Public-Services.pdf
dc.identifier.urlhttps://publications.iadb.org/publications/spanish/document/Simplificando-vidas-Calidad-y-satisfacción-con-los-servicios-públicos.pdf
dc.identifier.urlhttps://publications.iadb.org/publications/portuguese/document/Simplificando-vidas-qualidade-e-satisfação-com-os-serviços-públicos.pdf
dc.language.isoen
dc.mediumAdobe PDF
dc.publisherInter-American Development Bank
dc.subjectSocial Network
dc.subjectPublic Service
dc.subjectCitizen Security and Crime Prevention
dc.subjectInformation and Communication Technology
dc.subjectPublic Administration
dc.subjectCitizen Participation
dc.subjectCitizen Service
dc.subject.jelcodeH83 - Public Administration • Public Sector Accounting and Audits
dc.subject.jelcodeL38 - Public Policy
dc.subject.jelcodeH49 - Publicly Provided Goods: Other
dc.subject.jelcodeY10 - Data: Tables and Charts
dc.subject.jelcodeD73 - Bureaucracy • Administrative Processes in Public Organizations • Corruption
dc.subject.jelcodeL88 - Government Policy
dc.subject.keywordscostos administrativos;medición de desempeño;calidad de la gestión;atención ciudadana;trámites;satisfacción ciudadana;servicios transaccionales;racionalización administrativa;modernización;confianza en las instituciones;procesos administrativos;calidad de los servicios;entrega de servicios públicos
dc.typeMonographs
idb.identifier.pubnumberMonographs
idb.operationRG-T2540
Return to Publication