Citizen Attention System 311
The Citizen Attention System 311, installed in 2009 by Decree 694-09, provides citizens with a mechanism for making complaints and offering suggestions regarding entities or persons working for the Dominican government. Whether through the 311 toll-free telephone number, the official website or the respective smartphone app, citizens can express their concerns and report incidents that are against Dominican law. By this Decree, all official government institutions are obliged to provide information on the services of the 311 system on its website. In 2013, there were 1525 incidents registered. Most of the allegations were against the Ministry of Education and the Office of Health and Labor. In 2015, the Dominican government collaborated with the Honduran government in sharing the Dominican experience as Honduras is also interested in introducing this system.
Institutional design
Formalization: is the innovation embedded in the constitution or legislation, in an administrative act, or not formalized at all?
Frequency: how often does the innovation take place: only once, sporadically, or is it permanent or regular?
Mode of Selection of Participants: is the innovation open to all participants, access is restricted to some kind of condition, or both methods apply?
Type of participants: those who participate are individual citizens, civil society organizations, private stakeholders or a combination of those?
Decisiveness: does the innovation takes binding, non-binding or no decision at all?
Co-governance: is there involvement of the government in the process or not?
- Formalization
- only backed by a governmental program or policy
- Frequency
- regular
- Mode of selection of participants
- open
- Type of participants
- citizens
- Decisiveness
- democratic innovation yields no decision
- Co-Governance
- yes
Means
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Ends
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