Simplifying Lives 2015

Quality and Satisfaction with Public Services.

The Simplifying Lives project aims to contribute to the improvement of the delivery of public services to citizens. To achieve this goal, a new methodology was designed to measure the quality with which services are managed and the satisfaction that citizens experience in receiving them. The measurement was piloted in six Latin American and Caribbean countries and six transactional services (procedures). This is the first time such a measurement has been performed at the regional level. The results allow identifying specific opportunities for improvement, considering what citizens value most, and suggests the type of projects to be implemented in each case. The information gathered is now expected to be used when making decisions regarding administrative rationalization and citizen care improvement programs.