Simplifying Lives: Quality and Satisfaction in Public Services
Pareja, Alejandro; Fernández, Cecilia; Blanco, Bárbara; Theobald, Katharina; Martínez, Alejandra
Improving the lives of people means simplifying them; that is, reducing transaction costs between citizens and the state, both nationally and locally. The Simplifying Lives initiative of the Inter-American Development Bank (IDB) is a response to this need for measurement as a means of improving the quality of public services in LAC. The aim of the initiative is to generate evidence, improve measurement, and stimulate reform of bureaucracies in LAC; in short, to renew the social contract between citizens and the state. This study is part of a broader knowledge agenda, promoted by the Institutional Capacity of the State Division of the IDB, on the potential of the digital revolution in the states of the region to improve the efficiency, effectiveness, and transparency of their services to citizens.