Ministry of Public Administration

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
The National Digital Strategy is the plan of action that the Government of Mexico is implementing since 2013 to 2018, with the aim to encourage the adoption and development of Information and Communication Technologies (ICTs) and insert Mexico into the Information and Knowledge Society. This document is included in the National Development Plan 2013-2018, as part of the mainstreaming strategy “Close, Modern Government”. This Strategy was devised to meet the need to harness the potential of Information and Communication Technologies (ICTs) as a catalyst for the country’s development. The incorporation of ICTs into every aspect of the everyday lives of people, organizations and government has multiple benefits that translate into improvements in the quality of life. Empirical evidence has shown that digitization impacts the growth of the Gross Domestic Product, job creation, innovation, transparency and effective delivery of public services, among other aspects. The Strategy sets out the challenges that Mexico faces in the digital context and the way it will cope with them through five major objectives: 1) Government Transformation; 2) Digital Economy; 3) Transformation of Education; 4) Effective Universal Health; and 5) Civic Innovation and Participation; with the next five enablers: i. Connectivity; ii. Inclusion and Digital Skills; iii. Interoperability; iv. Legal Framework; and v. Open Data. The main purpose of the Strategy is to achieve a Digital Mexico in which the adoption and use of ICTs will maximize their economic, social and political impact on the quality of life. The Strategy is a response to the need to harness the opportunities that ICT adoption and development create to boost growth. The National Digital Strategy represents a fundamental shift in the path towards an Information and Knowledge Society. First, it is the result of cross-collaboration and coordination by all the agencies and institutions comprising the Mexican state. This collaboration has been possible because, for the first time, there is a coordinator within the government, the National Digital Strategy Coordination Office of the President’s Office. Second, the fact that it reflects one of the President’s pledges means that its implementation is the responsibility of the highest authority in the country. The National Digital Strategy covers the five main objectives in detail, together with the secondary objectives and enablers needed to move to a Digital Mexico. As well, the main problem was that existed a large number of institutional web sites that offered government information without clear criteria, simple, standardized or that answered to the interests and searches of the citizens. Between 2012 and 2013, there was more than 1,000 websites of the Federal Public Administration without traffic, and for example all the services of the Mexican Social Security Institute (IMSS, by its initials in Spanish) were carried out in person.

B. Strategic Approach

 2. What was the solution?
To empowerment citizens and democratize access to public information and services, the National One-Stop Shop gob.mx was established as a new model of e-government in order to consolidate governmental information of 299 government agencies and 32 states and presented under a new digital communication strategy, that incorporates a highly use of social media. The National One-Stop Shop gob.mx is one of the major initiatives of the National Digital Strategy, that promotes innovation in government, drives efficiency, and transforms processes to provide information, procedures and a platform for the participation of the population, therefore enabling the achievement of the Sustainable Development Goals. Gob.mx is the key to democratizing access to tools such as the Internet and broadband to achieve a greater digital inclusion, making a more open and effective government and enabling a greater potential for development to each citizen.

 3. How did the initiative solve the problem and improve people’s lives?
In Mexico, Internet access became a constitutional right with the Telecommunications Reform in 2013, with which a National Digital Inclusion Policy became an obligation for the state by Law, as well as accessibility requirements for persons with disabilities in all public institutions websites. Within the Government Transformation objective of the National Digital Strategy, it stands out as a secondary objective the next: “To implement a Single National Window named National One-Stop Shop gob.mx for Procedures and Services”, with the next lines of action: i. Develop a national catalog of procedures and services within a single digital platform; ii. Standardize procedures and regulations and procedures and services at all levels of government; iii. Expedite the adoption of standards in all government agencies through guides, digital tools and training materials; and iv. Use the Advanced Electronic Signature as a means of authentication for procedures and services. With the National One-Stop Shop gob.mx our main objective is the transformation of the relationship between the government-citizen. Gob.mx is the project that is rethinking this relationship with society, which innovates day by day, simplifies, facilitates and saves time and money to people as users of government services and which is giving tangible results for the population. The National One-Stop Shop gob.mx increases the efficiency of institutions to serve the citizenry, reducing the time of transfer and waiting for a resolution, reducing costs for the government, while providing access to public information, promoting the transparency and facilitating accountability. Gob.mx standardize and increase levels of transactionality and interoperability in more than 3,000 government services available on line; to enable citizens participation through public online consultations, forums, surveys, open government actions plans, and an e-petitions platform which has attended more than 27,000 citizens petitions on line. Gob.mx provides access to all the federal government services and procedures through a search engine that indexes all government websites, and we are implementing a very ambitious Digital Service Standard to standardize and harmonize the user experience in doing digital services. The standard harmonizes service information sheets, downloadable formats, and web formats. As well, an m-government policy under the ICT Policy that validates and ensure the highest standards on mobile applications release by government entities. The incorporation of an open data set and visualizations in each government agency site under gob.mx that promotes its usage for better policy making. Today www.gob.mx is the 6th web site most visited in Mexico, only behind private web sites like Google, Wikipedia, Facebook and Twitter. Main indicators of gob.mx: Access 24/7, anywhere, anytime, any device 85% of digital services satisfaction rate 2,855 government service information sheets with AA W3C accessibility standard 1,362,834 average visits per day 8:38 min average time per visit 287,294,678 visits since August 3rd, 2015 In gob.mx any person can access to over 4,000 services with the possibility to download forms, make payments, use digital signature, make health appoints, send in applications. 2,890 public services with Digital Service Standard 145 government entities are already migrated to gob.mx and are under continuous innovation process Access to information of 299 government entities and 32 states Any person can either find information in Spanish as well as in English 39% visits with mobile devices 16,500 open data bases under the Open Data portal and available through gob.mx (datos.gob.mx) @gob.mx is the most active government account in the world

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
The National One-Stop Shop gob.mx is creative and innovative in terms of the use of a combination of digital channels in order to deliver optimal public services: Public Attention Centers and SMS messages. As well, Gob.mx is built with the aim of providing universal access for all those who consult it, regardless of their physical, sensory or intellectual abilities or the technical context of its use (type of device, software, connection speed, environmental conditions, etc.). Gob.mx meets the AA level of compliance and the Web Content Accessibility Guidelines 2.0 which main aspects are: i. Images with relevant information have alternative text; ii. Pre-recorded videos provide an audio or text description; iii. The links, icons and buttons have descriptive text; iv. Semantic markup is properly used; v. Forms have clear descriptions; vi. Motion-based content can be controlled by users; vii. The site is navigable using the keyboard; viii. Color contrasts are appropriate; ix. The site’s structure and headings are understandable and predictable; x. The site suits with assistive technological tools used by persons with disabilities; xi. The site is compatible with different technologies and web browsers (Internet Explorer, Google Chrome, Firefox, Safari, Edge).

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The National Digital Strategy constitutes a strong impetus by the Government of Mexico of public policies that increase digitization. These policies encourage both the deployment and expansion of telecommunications infrastructure and the ICT adoption and use by society to reap its benefits. In this respect, it is not enough to have access to telecommunications services; technologies must be exploited to improve various aspects of people’s lives. Insofar as individuals, businesses and government integrate and adopt ICTs in their everyday activities, there will be improvements in people’s quality of life, the efficiency of firms’ productive processes and the efficiency of management processes, public service delivery, and government transparency and accountability. In this order of ideas, the National One-Stop Shop gob.mx -as a new model of e-government- is being implemented within this National Digital Strategy through the Digital Government Unit of the Ministry of Public Administration and the National Digital Strategy Coordination of the President’s Office. The people who is being benefitted of this initiative is the whole Mexican population: 121,005,815 millions of persons (where 51.2% are female and 48.8% are male), but especifically the 62.4 millions of Internet users. It is important to mention that there are 109.5 millions of subscriptions of mobile phone lines and 69 millions of subscriptions of mobile Internet users.
 6. How was the strategy implemented and what resources were mobilized?
The development design of the National One-Stop Shop gob.mx started at 2014 with an Alfa version: gob.mx/Alfa. This first stage was of research to identify citizens’ needs. It was developed a platform that allowed the presentation of public services and government information; it was created the first solution prototype for gob.mx; it was also established a digital and innovation capacity building program for public servants; it was designed a new digital communication model for the 318 Federal entities. The civil society and private sector needs were considered in the design of the platform. Afterwards, it came a stage of testing at 2014. It was tested the first version of the Digital Services Standard in the services related to the enterprises creation: ● User experience ● Stress testing ● Agile design ● Prototyping The stage of implementation started at 2015 with a Beta version: gob.mx/Beta. It was added the section gob.mx/participa to promote and ease the social participation. The communication, participation and services delivery were institutionalized and the platform for the content managment was set up. It also begins the content migration from the Federal Government websites. The content of the services sheets were redefined with a more citizen-focused approach; these sheets were also integrated to the National Public Services Catalogue. This version started with the 700 services most used by the citizens. The main input for the design of the National One-Stop Shop gob.mx was: Github Gold; Slack Users; NewRelic Gold; Adobe Creative Cloud; RubyMine IDE; Google Search; Google Apps; Pingdom Enterprise; Chartbeat; Atlassian JIRA + Agile; Atlassian Confluence + Questions + Team Calendars; Bohemian Coding Skect3 + Vray Plugin; Trimble SketchUp; Maxon Cinema 4D. The initial resources to start and implement the National One-Stop Shop gob.mx were approximately 21,680,216.00 american dollars. All the government entities contribute with a percentage of their budget to operate gob.mx.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The National One-Stop Shop gob.mx is an initiative led by the National Digital Strategy Coordination of the President’s Office and the Digital Government Unit of the Ministry of Public Administration, in collaboration with all Federal Public Administration entities, in order to provide citizens an integrated, close and modern government. Gob.mx is the platform that promotes innovation in government, drives efficiency, and transforms processes to provide information, procedures and a platform for participation to the population. In the National One-Stop Shop gob.mx, the citizens can consult and carry out procedures quickly and efficiently, without the need to queue and waste time, from a computer, mobile or tablet. In addition, with gob.mx we simplify the necessary requirements so that the citizens can get all the information they require about the government, in a single point. Within gob.mx we enable innovative digital media to participate and collaborate in decision-making and build better public policies together. As a government, we have an obligation to evolve the way in which our institutions operate, adapting to the growing expectations of society and responding efficiently to their demands; gob.mx is the rethinking of the citizen-government relationship.

 8. What were the most successful outputs and why was the initiative effective?
The National Digital Strategy and gob.mx have become a key enabler for the United Nations SDGs through the digitization of government services in order to democratize access and empower people in the most vulnerable conditions. Through gob.mx we democratize access to 100% online digital services in the most strategic sectors for the sustainable development of the country. Next we want to share and list of concrete outputs that illustrate the success of gob.mx and its role in advancing the SDGs: SOCIAL SECTOR (SDG 1, SDG 2, SDG 5, SDG 10). Through online services it is possible to consult and print the Unique Population Registry Number (CURP), necessary to access government services and benefits: CURP consult and print In the Social Sector, women participating in the “Jefas de Familia” program, can request financial support online: Application support Life insurance Jefas de Familia Within Prospera -the flagship poverty alleviation program-, services such as notifications of change of holders, reactivation of beneficiary family or changes in address, can be done online or at the Program Offices: Change of beneficiary family holder in Prospera Request a new chip card for receiving the support due to theft, loss or damage Reactivation of the beneficiary family HEALTH SECTOR (SDG 3). Digital IMSS makes a total of 16,243,353 annual transactions, granting citizens and businesses access to health services, the goal is to reach 50 million transactions in 2018. Nowadays the estimated time for a change of clinic in the IMSS is only 3 minutes, done by digital means. At the beginning of the present administration (December 1st, 2012), none of the services provided by the Social Security was done digitally, nowadays 8 of 10 services are. Being able to join Social Security if you are an student in public institutions, change your address and responsible for childcare facilities, from the comfort of your home, office or any place that has access to the Internet. These services are 100% online, people do not need to move to any office. In 3 years, more than 94 million non-face-to-face visits have been carried out in the IMSS, thanks to the services that are 100% online in http://www.gob.mx/imssdigital.

 9. What were the main obstacles encountered and how were they overcome?
Among the main challenges we faced for the implementation of the National One-Stop Shop gob.mx, was the one related to the technological infrastructure of the different government entities which could difficult the migration of their information. In this way, the National Digital Strategy Coordination of the President’s Office facilitated certain technological tools to allow the dependencies and entities the migration of their websites to gob.mx. In this process of migration, the Digital Government Unit of the Ministry of Public Administration provided theoretical and practical advice, both in the use of the Content Management System of the National One-Stop Shop gob.mx and in the generation of content, so that the dependencies and entities of the Federal Public Administration and state productive enterprises, could be able to publish the information of the government according to the new model of digital communication.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Gob.mx is based on the use of shared services that accelerate the digitization of the services most demanded by the citizenship. The integration of elements such as a unified graphic design, the exchange of information between government entities, the use of e-signature, are elements that give users the possibility of accessing their services from anywhere, using any device, the 365 days of the year with a simple Internet access. We want to share concrete examples on how the experience of this new model of e-government through the National One-Stop Shop gob.mx, has had tangible benefits for the citizens: Ms. Amada Mora González Beneficiary of the Longevity IMSS Program “For us retired teachers [...] it was dehumanizing to perform the rows for hours standing in the clinic and corresponding window. Congratulations on the simplification of this service”. Ms. Lupita Hernández Beneficiary of the Family Life Insurance Program “It's good to know that you have this program online, now I can be calm knowing if I am no longer here with daughter she will have an income and be able to continue attending school”. Mr. Rafael del Val Ruiz Business start-up Simplified Companies “Through gob.mx, I was able to register and constitute my company, totally online”. Beneficiaries of the National Popular Housing Fund “It's a very friendly page, it guides us at every step”. We hope they continue with the improvements, because it is a very good website. Before when I was with papers, I was delaying and losing opportunities. It is now easier to check what is due and to see if there is another opportunity for us to buy a house”.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
At gob.mx/tramites, citizens have quick, easy access to the Federal Public Administration services most frequently requested by them, and to all the information necessary to carry them out. Citizens will be able to download forms, make appointment, send in applications and make payments online. All in a single point. Through interoperability, we have simplified the requirements for public services by exchanging information between state agencies to avoid requesting information the government already has. We have established a Seal of Excellence that will allow us to provide high quality digital services. Our goal for 2018 will be to reduce the economic cost (the time you lose in administrative management) of paperwork by 25%. Gob.mx is also a very important tool to combat corruption. By doing your online transactions, we avoid intermediaries, and therefore, any attempt to corrupt both officials and outsiders that corrupt the transparency of the process.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
The digitization promoted by the National Digital Strategy contributes to achieving an inclusive Mexico since: i) It makes it easier for the government to provide access to quality public services, thereby promoting social inclusion; ii) It enables human rights to be guaranteed regardless of people’s social status; iii) It also allows the exercise of human rights directly related to ICTs; iv) It enhances accessibility for people with disabilities, and thereby their full social inclusion; and v) It increases access to health services through the use of ICTs to generate a comprehensive digital health policy. Through www.gob.mx/codigox, citizens can learn about the different programs aimed at girls and women of different ages that are currently driven by industry, academia and various civil society organizations, as well as all information on the initiative. Within the National Digital Strategy and in order to improve the life conditions of the women who live in poverty, there is Prospera -the flagship poverty alleviation Program, with the digital inclusion- that seeks to use new tools and digital technologies to promote better life conditions (access to education, productive activities, empowerment of women and girls, through the access and development of digital skills and competencies).

Contact Information

Institution Name:   Ministry of Public Administration
Institution Type:   Ministry  
Contact Person:   Yolanda Martínez Mancilla
Title:   Head of the Digital Government Unit  
Telephone/ Fax:   +52 (55) 2000 3000 Ext 4074
Institution's / Project's Website:  
E-mail:   ymartinez@funcionpublica.gob.mx  
Address:   Insurgentes Sur #1735, 4th Floor, Col. Guadalupe Inn
Postal Code:   01020
City:   Mexico City
State/Province:   Mexico City

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