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Mexico, Mexico

Dematerialisation of municipal procedures

A fruitful partnership between a town and a local NGO made it possible to initiate and train public servants for the digitalisation of procedures.

After creating a municipal service to modernise local public action and improve public management in 1990 (CGAM), the city of Mexico launched an e-administration initiative. In 2013, it was a question of dematerialising procedures, up till then a complex, non-standardised set of files on paper, infrequently updated, in order to:

  • reduce management expenditure (standardisation of procedures, no mobilisation of personnel);
  • improve service quality (avoid duplication, regular updates);
  • combat public service corruption (transparency).

PIDES Innovación Social developed the website and trained the local civil servants. This NGO composed of a dozen people, created in 2008, specialises in the development and application of strategies – digital in particular – in collaboration with the local authorities. The platform proposed by the CGAM is compatible with computers, telephones and tablet computers and was developed in two phases:

  • a period of in-house appropriation with the development of an electronic recording system for the procedures (Registro CDMX) and a procedures website (Tramites CDMX);
  • a period of opening of the platform to the general public.

Citizens can exercise control on the follow-up of their dossiers, submit official complaints about civil servants and access an electronic library concerning laws, regulations and other legal documents.

The development of a dedicated application for the electronic payment of taxes and duties (Treasury CDMX) is the next stage in change management and gradual opening of the process to the outside world.

http://www.tramites.cdmx.gob.mx/

Lessons learnt

  • In-house training and appropriation are necessary conditions for the successful digitalisation of the internal procedures of a local authority.
  • The partnership with a local specialist association allowed the municipality to implement a gradual change management strategy.
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