Citizen Attention System (SAC)
The Citizen Attention System (SAC) is a digital platform implemented with the aim of improving public services and increasing social control in public administration. The SAC allows citizens to send complaints, queries, requests and suggestions about the work and services provided in any of the 118 institutions of the executive branch. Interested parties can make reports by phone, Whatsapp, email or through the initiative's web portal. Once the report is received, the institutions are obliged to follow up and respond within a specific period of time.
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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