2004年-世界发展银行全球_Argentinas_Cartas_Compromiso___Strengthening_the_Role_of_Civil_Society_for_More_Accountable_Public_Services_4页_250kb

Summary of Argentina's Cartas Compromiso Program

Core Content

The Cartas Compromiso (Citizen Charter Program) in Argentina is an initiative launched in 2000 by the Subsecretaría de Gestion Pública (Sub-secretariat of Public Management) with support from the World Bank. The program aims to enhance the accountability, transparency, and responsiveness of public services by fostering a new relationship between service providers and users.

The program introduces a results-based management framework, where public agencies make public commitments to citizens, outlining service standards, quality expectations, and mechanisms for feedback and redress. These commitments are formalized in a public document known as the Carta Compromiso.

Main Components of the Program

The implementation of the Cartas Compromiso focuses on four key components:

1. Service quality standards
2. Public information systems
3. Citizen consultation and participation processes
4. Monitoring and evaluation of activities and results

These components are designed to improve service delivery, increase citizen engagement, and ensure that public institutions are held accountable for their performance.

Key Activities and Outcomes

• Participation and consultation processes are central to the program, involving civil society organizations (CSOs), universities, and the private sector.
• A Civil Society Unit (CSU) was established within the Subsecretaría to enhance civil society involvement and coordinate activities.
• Training workshops were organized for both public officials and civil society representatives to build capacity in participatory techniques, including citizen satisfaction surveys, public hearings, and focus group discussions.
• A citizen report card initiative was piloted in several agencies, such as ANSES (Social Security Agency) and the Superintendent of Health Services (SSS), to gather feedback and improve service quality.
• A dedicated email address (compromiso@sgp.gov.ar) and website (http://cartacompromiso.sgp.gov.ar) were created to facilitate communication and feedback from citizens.

Challenges

• Political instability and frequent government changes have posed a major challenge to the program's sustainability.
• Limited user and civil society involvement in the initial stages of the program.
• Technical and institutional barriers in the formulation and implementation of the Charters.
• Lack of intra-governmental coordination, leading to a radial system rather than a networked approach.
• Cultural resistance to transparency and accountability, which requires time and effort to overcome.

Lessons Learned

• Political commitment is essential for the success and sustainability of such initiatives.
• Demand-driven approaches are more likely to be effective, as they align with the needs and expectations of citizens.
• Capacity building for both public officials and civil society is crucial to enable meaningful participation and feedback.
• Internal and external participation should be encouraged to ensure a sense of ownership and improve the legitimacy of reforms.
• Open dialogue and structured communication between the government, civil society, and citizens help build trust and confidence.
• Horizontal coordination among government agencies is needed to promote synergy and shared learning.

Conclusion

The Cartas Compromiso program has made significant strides in promoting social accountability and improving public service quality in Argentina. It has enhanced the capacity of civil society and government to engage in participatory processes and has fostered strategic partnerships. Future steps include the implementation of citizen report cards, the scaling up of participatory tools, and the institutionalization of the program for long-term sustainability. The program also highlights the importance of co-responsibility and good governance in restoring public confidence and addressing inequality.

Next Steps

• Implement the pilot citizen report card initiative.
• Continue evaluating participatory processes.
• Explore scaling up participatory instruments.
• Promote user involvement in the design of Citizen Charters.
• Develop a clearer communications strategy.
• Institutionalize the Cartas Compromiso within the national government.