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Nominee Information

Institutional Information
Member State Mexico
Institution Name Coordinación de la Estrategia Digital Nacional y Secretaría de la Función Pública
Institution Type Ministry
Ministry Type Ministry of Public Service/Public Administration
Administrative Level National
Name of initiative Ventanilla Única Nacional
Projects Operational Years 1
Website of Institution 2 años 6 meses

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Making institutions inclusive and ensuring participation in decision-making
UNPSACriteria
2017.2.1 Introduces an idea, policy, practice or structure that is distinctively new, innovative and unique in the context of a given country or region Enhance the formal and informal participation of all individuals and groups in public decision-making processes or policies, approaches and measures related to public services and other aspects impacting on their lives. Institutionalize and/or strengthen participatory decision-making and consultation processes at the national and local level
2017.2.10 Promotes Participation through New Institutional Mechanisms
2017.2.2 Strengthen the capacity of national or local governments and public institutions responsible for overseeing or delivering public services to engage people in preparing and implementing decisions, especially the poor and vulnerable people
2017.2.3 Promote a professional, merit based and well equipped civil service to ensure continuous and consistent institutional performance for an effective public services delivery
2017.2.4 Promulgates new or strengthens existing legislation, policy, regulation or measure to fight discrimination, exclusion and exploitation, and to extend access to public services and developmental opportunities, assets and resources for all, including women and girls, and the poorest and most vulnerable.
2017.2.5 Promotes the application of the existing legal and regulatory framework relevant to anti-discrimination and inclusion, or develop additional laws and regulations that foster changes in norms, attitudes and behavior that combat discrimination, including through promoting diversity, dialogue, interaction and collaboration.
2017.2.6 Implements new processes and institutional mechanisms to channel the demands and views of people and enables governments – policy makers and public officials – to better interact with the public, particularly individual people, and allows people, for instance, to better express their needs, participate in and influence policy-making; comment on policy implementation; provide feedback on government services (on and off-line services); and file complaints.
2017.2.7 Clearly supports inclusion, participation and engagement of all people, irrespective of sex, age, race or ethnicity, including through focusing on specific groups of the population and especially those in vulnerable situations, so that after the effective implementation of the initiative, all or some of these groups can participate more fully in society and in decision-making.
2017.2.8 Institutes, nationally and/or locally, multi-stakeholder engagement processes.
2017.2.9 Enhances responsiveness of government to the demands and needs of citizens and ensures the inclusion of the views of concerned sections of the community in public affairs.

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 9: Industry, Innovation and Infrastructure
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 03 Aug 2015

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 6: Supporting documentation
Will you be able to provide supporting documentation for your initiative? Yes

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? Yes
If yes, please specify name, organisation and year. 2017 INAI, protección de datos personales premia la estandarización de los servicios digitales

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? En la página de internet

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. No

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Making institutions inclusive and ensuring participation in decision-making
UNPSACriteria
2017.2.1 Introduces an idea, policy, practice or structure that is distinctively new, innovative and unique in the context of a given country or region Enhance the formal and informal participation of all individuals and groups in public decision-making processes or policies, approaches and measures related to public services and other aspects impacting on their lives. Institutionalize and/or strengthen participatory decision-making and consultation processes at the national and local level
2017.2.10 Promotes Participation through New Institutional Mechanisms
2017.2.2 Strengthen the capacity of national or local governments and public institutions responsible for overseeing or delivering public services to engage people in preparing and implementing decisions, especially the poor and vulnerable people
2017.2.3 Promote a professional, merit based and well equipped civil service to ensure continuous and consistent institutional performance for an effective public services delivery
2017.2.4 Promulgates new or strengthens existing legislation, policy, regulation or measure to fight discrimination, exclusion and exploitation, and to extend access to public services and developmental opportunities, assets and resources for all, including women and girls, and the poorest and most vulnerable.
2017.2.5 Promotes the application of the existing legal and regulatory framework relevant to anti-discrimination and inclusion, or develop additional laws and regulations that foster changes in norms, attitudes and behavior that combat discrimination, including through promoting diversity, dialogue, interaction and collaboration.
2017.2.6 Implements new processes and institutional mechanisms to channel the demands and views of people and enables governments – policy makers and public officials – to better interact with the public, particularly individual people, and allows people, for instance, to better express their needs, participate in and influence policy-making; comment on policy implementation; provide feedback on government services (on and off-line services); and file complaints.
2017.2.7 Clearly supports inclusion, participation and engagement of all people, irrespective of sex, age, race or ethnicity, including through focusing on specific groups of the population and especially those in vulnerable situations, so that after the effective implementation of the initiative, all or some of these groups can participate more fully in society and in decision-making.
2017.2.8 Institutes, nationally and/or locally, multi-stakeholder engagement processes.
2017.2.9 Enhances responsiveness of government to the demands and needs of citizens and ensures the inclusion of the views of concerned sections of the community in public affairs.

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 9: Industry, Innovation and Infrastructure
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 03 Aug 2015

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 6: Supporting documentation
Will you be able to provide supporting documentation for your initiative? Yes

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? Yes
If yes, please specify name, organisation and year. 2017 INAI, protección de datos personales premia la estandarización de los servicios digitales

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? En la página de internet

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. No

Question 1: About the Initiative

Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Making institutions inclusive and ensuring participation in decision-making
UNPSACriteria
2017.2.1 Introduces an idea, policy, practice or structure that is distinctively new, innovative and unique in the context of a given country or region Enhance the formal and informal participation of all individuals and groups in public decision-making processes or policies, approaches and measures related to public services and other aspects impacting on their lives. Institutionalize and/or strengthen participatory decision-making and consultation processes at the national and local level
2017.2.10 Promotes Participation through New Institutional Mechanisms
2017.2.2 Strengthen the capacity of national or local governments and public institutions responsible for overseeing or delivering public services to engage people in preparing and implementing decisions, especially the poor and vulnerable people
2017.2.3 Promote a professional, merit based and well equipped civil service to ensure continuous and consistent institutional performance for an effective public services delivery
2017.2.4 Promulgates new or strengthens existing legislation, policy, regulation or measure to fight discrimination, exclusion and exploitation, and to extend access to public services and developmental opportunities, assets and resources for all, including women and girls, and the poorest and most vulnerable.
2017.2.5 Promotes the application of the existing legal and regulatory framework relevant to anti-discrimination and inclusion, or develop additional laws and regulations that foster changes in norms, attitudes and behavior that combat discrimination, including through promoting diversity, dialogue, interaction and collaboration.
2017.2.6 Implements new processes and institutional mechanisms to channel the demands and views of people and enables governments – policy makers and public officials – to better interact with the public, particularly individual people, and allows people, for instance, to better express their needs, participate in and influence policy-making; comment on policy implementation; provide feedback on government services (on and off-line services); and file complaints.
2017.2.7 Clearly supports inclusion, participation and engagement of all people, irrespective of sex, age, race or ethnicity, including through focusing on specific groups of the population and especially those in vulnerable situations, so that after the effective implementation of the initiative, all or some of these groups can participate more fully in society and in decision-making.
2017.2.8 Institutes, nationally and/or locally, multi-stakeholder engagement processes.
2017.2.9 Enhances responsiveness of government to the demands and needs of citizens and ensures the inclusion of the views of concerned sections of the community in public affairs.

Question 3: Implementation Date

Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 03 Aug 2015

Question 4: Partners/Stakeholders

Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 5: Required Supplemental Documents

Will you be able to provide supporting documentation for your initiative? Yes

Question 6: UNPSA Awards

Has the initiative already won a UNPS Award? No

Question 7: Other Awards

Has the initiative won other Public Service Awards? Yes
Comments: 2017 INAI, protección de datos personales premia la estandarización de los servicios digitales

Question 8: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 9: Industry, Innovation and Infrastructure
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all

Question 9: Validation Consent

Do you have any objections to us inquiring about the initiative for validation purposes? No

How did you know about UNPSA?

How did you know about UNPSA? En la página de internet

Nomination form

Questions/Answers

Question 1

Please provide a brief summary of the initiative including the problems/challenges it addressed and the solutions that the initiative introduced (300 words maximum)
El 03 de agosto de 2015 inició operaciones la Ventanilla Única Nacional, dando cumplimiento a una instrucción presidencial, que desde un solo punto de contacto digital el ciudadano tiene acceso a la información de los trámites más demandados e información de Gobierno. Gob.mx es el sexto grupo de internet más visitado de México, es un sitio que se construye todos los días, a partir de las necesidades del ciudadano, provee los elementos que impulsan la eficiencia, transparencia y rendición de cuentas es como Gob.mx recibe más de 3 millones diarias, lo que indica se está estableciendo una nueva relación entre el ciudadano y gobierno. El portal cuenta con las tres secciones: gob.mx/trámites permite el acceso de forma fácil y rápida a un buscador con toda la oferta de trámites, más de 5,000 que corresponden a las 299 dependencias y entidades de la APF relacionados con educación, identidad, salud, programas sociales, trabajo e impuestos entre otros, y a toda la información que como usuario se requiere para llevarlos a cabo, con la posibilidad en algunos casos de descargar sus formatos, hacer citas, enviar solicitudes y realizar pagos en línea. gob.mx/gobierno permite el acceso de forma fácil y rápida a la plataforma única para la comunicación de toda la APF, donde se puede conocer las funciones, acciones y programas en los que hoy trabajan las dependencias y entidades del Gobierno de la República y las empresas productivas del Estado. gob.mx/participa tiene por objetivo ser una plataforma de participación ciudadana en la que el ciudadano tiene un rol activo para la toma de decisiones, que permita a través de diversos mecanismos, denunciar actos de corrupción, y, de forma colaborativa construir mejores servicios y propuestas de política pública para el desarrollo de nuestro país. Actualmente, ya están disponibles cinco herramientas de participación: Consulta con más de 1,440 documentos, Atención Ciudadana con más de 19,000 peticiones, Datos Abiertos con más de 95,000 descargas y 9,784 bases de datos, un Catálogo de Participación Ciudadana con 217 mecanismos disponibles y acceso a los compromisos de Gobierno Abierto.
a. What are the overall objectives of the initiative?
Please describe the overall objectives of the initiative (200 words maximum)
Permite el acceso de forma fácil y rápida a información, servicios en línea y una plataforma de participación ciudadana digital. Permite transformar la relación entre el ciudadano y el gobierno facilitando la presentación de los servicios y la co-creación de las políticas públicas.
b. How does the initiative fit within the selected category?
Please describe how the initiative is linked to the criteria of the category (200 words maximum)
Permite democratizar el acceso a los servicios a través de medios digitales y hacerlos disponibles las 24 horas del día los 365 días del año, desde cualquier lugar y dispositivo, acercando los servicios a los ciudadanos sin importar el nivel socio económico discapacidad, lugar en donde se encuentre, o condición. Sin intermediarios, fomentando la transparencia y evitando la corrupción. Con una infraestructura compartida entre las 299 dependencias o entidades siguiendo estándares en términos de diseño, accesibilidad, seguridad, protección de datos personales, desempeño, centrado en las necesidades de los usuarios y priorizando la satisfacción en la experiencia de uso de los servicios.

Question 2

The initiative should improve people’s lives, notably by enhancing the contribution of public services to the implementation of the 2030 Agenda for Sustainable Development and the realization of the SDGs
a. Please explain how the initiative improves the delivery of public services (200 words maximum)
Transforma la forma de dar el servicios de salud, educación, desarrollo social, comunicaciones y transportes, y creación de empresas, identidad entre otros a la ciudadanía, a través de la tecnología, servicios digitales eficientes, disponibles las 24 horas, los 365 días al año, desde cualquier lugar y desde cualquier dispositivo, sin filas y sin intermediarios. Impactando positivamente en la calidad de vida de las personas, evitando pérdidas de tiempo, los costos de traslados.

Question 3

The initiative must impact positively a group or groups of the population (i.e. children, women, elderly, people with disability, etc) and address a significant issue of public service delivery within the context of a given country or region.
a. Please explain how the initiative has addressed a significant issue related to the delivery of public services (200 words maximum)
El impacto positivo se ve en los millones de mexicanos que no se tienen que trasladar para acceder a los servicios de desarrollo social, la Cédula Única de Registro de Población (CURP) entre otros
b. Please explain how the initiative has impacted positively a group or groups of the population within the context of your country or region (200 words maximum)
Evitando costos

Question 4

The initiative must present an innovative idea, a distinctively new approach, or a unique policy or approach implemented in order to realize the SDGs in the context of a given country or region.
a. Please explain in which way the initiative is innovative in the context of your country or region (200 words maximum)
Es la primera vez que se usa esta plataforma robusta y podemos alcanzar a distintos niveles de la población, además usamos todas las ventanillas para atender a los usuarios e implementamos jornadas de participación donde los jóvenes comparten habilidades digitales con adultos mayores y la población en general.

Question 4b

b. Please describe if the innovation is original or if it is an adaptation from other contexts (If it is known)? (200 words maximum)
Tomamos como referencia iniciativas como guv.uk y guv.ar

Question 4c

c. What resources (i.e. financial, human , material or other resources, etc) were used to implement the initiative? (200 words maximum)
Los propios del Gobierno Federal en la Secretarias o Ministerios.

Question 5

The initiative should be adaptable to other contexts (e.g. other cities, countries or regions). There may already be evidence that it has inspired similar innovations in other public-sector institutions within a given country, region or at the global level.
a. Has the initiative been transferred to other contexts?
Yes
Si, nos han tomado como referente en otros países de Sudamérica por el tiempo de implementación y estandarización de más de 5000 trámties

Question 6

The initiative should be able to be sustained over a significant period of time.
a. Please describe whether and how the initiative is sustainable (covering the social, economic and environmental aspects) (300 words maximum)
Si es sostenible debido a que los usuarios prefieren usar la versión de servicio digital, en lugar de hacer filas. Tenemos evaluaciones de satisfacción de los usuarios.
b. Please describe whether and how the initiative is sustainable in terms of durability in time (300 words maximum)
La iniciativa dura por no necesitar un nuevo presupuesto para sostenerse, se basa en la satisfacción del usuario para su continuidad, y además se implementado unmotor de pagos e interoperabilidad que la hace funcionar.

Question 7

The initiative should have gone through a formal evaluation, showing some evidence of impact on improving people’s lives.
a. Has the initiative been formally evaluated?
Yes
If yes, please describe how the initiative was evaluated? (200 words maximum)
Por medio de encuestas digitales de satisfacción, las cuales están documentadas.
b. Please describe the outcome of the evaluation of the impact of the initiative (200 words maximum)
95%
c. Please describe the indicators that were used (200 words maximum)
Indicador en tiempo de respuesta .98 de acuerdo a NewRelic

Question 8

The initiative must demonstrate that it has engaged various actors such as from other institutions, civil society, or the private sector, when possible.
a. The 2030 Development Agenda puts emphasis on collaboration, engagement, coordination, partnerships, and inclusion. Please describe what stakeholders were engaged in designing, implementing and evaluating the initiative. Please also highlight their roles and contributions (300 words maximum)
32 Gobiernos locales participan en la Ventanilla Única Nacional y empresas del estado

Question 9

a. Please describe the key lessons learned, and any view you have on how to further improve the initiative (200 words maximum)
Diseño centrado centrado en el ciudadano, la importancia de la interoperabilidad el reforzamiento del marco normatio, la importancia en el uso de la firma electrónica para mejorar tiempos de entrega, el fortalecimiento de las capacidades tecnologicas.

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