Questions/Answers

OVERALL OBJECTIVE Build a comprehensive citizen platform that lays the foundations for the development and transformation towards a smart and sustainable city, developed to put technology at the service of the citizen, applying good governance practices, transforming the government into a digital and online government, 365 days of the year 24 hours a day, through the modernization of the city's ICT infrastructure, interoperation and open government, generating citizen-oriented digital services, through the creation of multiple communication channels, bringing closer than ever the government to the citizen, promoting a citizen service of excellence, with high quality and human warmth, citizen participation and collaboration, generating citizen empowerment, so that the government and citizens, in a collaborative way, can raise the quality of life and the transformation of the traditional city to a modern, intelligent city that speaks and is listened to, in solidarity with environment, which is developed sustainably. Managing to transform from a traditional 8-hour government to an online government and smart city, through the generation of citizen-oriented digital services, promoting citizen collaboration and participation at all times, seeking to be a reference model of government in the state of Veracruz, and in the country, by laying the foundations for the future of the city. SPECIFIC: • Build the foundations of the smart city. • Develop digital tools to combat corruption and digital services at the service of the citizen • Generate the modernization of the municipal citizen service system. • Generate information to support decision-making by the municipal presidency. • Put the management indicators of the municipal government in the palm of the manager's hands. • Efficient and fast communication with the citizen. • High levels of performance in citizen service. • Quality in the service and agility in the procedures. • Measure the performance of the agencies involved. • A single communication channel between government - citizen. • Build trust in citizens. • Transparency and accountability. • Strengthen information security. • Implement cutting-edge collaborative tools

The Project initiative lays the foundations for the development and transformation to a smart and sustainable city, developed to put technology at the service of the citizen, through the use of ICT and open government, with the project we seek not only to regain that trust, but to make citizens empower, support, participate, collaborate with the government. Improving the efficiency of the municipal government, promoting transparency and accountability, with a governmental approach to open data that helps decision-making in a participatory way, achieving a digital transformation that adopts strategic approaches and existing technologies, facilitating the use of it.

The project works on the attention and development of the following sustainable development objectives: • 4.- Quality education with the goal (4.a) • 5.- Gender equality with the goal (5.b) • 8.- Decent work and economic growth • 9.- Industry, innovation and infrastructure with the goal (9.c) • 16.- Peace, justice and solid institutions with the goals (16.5, 16.6, 16.7 and 16.10) Various mechanisms were built, tools with a vision that centrally attacked corruption, that is to say that the project was as automatic as possible. One of our strategies to fight corruption was the implementation of citizen-oriented services with the intention of removing the maximum human interaction possible. We obtain transparency and credibility by making 100% of the information of the municipal government public, likewise the citizen can access costs, schedules, documents to receive, duration of procedures and / or services, at any time inside the performance of each of the areas is known in real time. The strategy from its planning set as its main objective to attend to what was set by the different national and international government agendas, thereby seeking to achieve efficiency and government modernization on time, in addition to meeting the requests captured through citizen participation and collaboration.

Today, 2.11 years after starting the municipal government, it has 80% of its services and procedures digitally, we are a 24-hour government and since March of this year, due to the pandemic, we serve the citizens digitally, as we do not have Public attention. We have started to get the city to speak, to tell us what it needs, where, based on open government, mainly on accountability and transparency, incorporating this ingredient in each of our developments with the aim that each of the components of the strategy imply accountability and transparency.

The Coatzabierto project generates an estimated time reduction of 40% in operating times, in the processes it attends, both for the citizen and for the government. From the citizen's point of view. He no longer has to go to the offices of the municipal agency, every time he needs to carry out a procedure, make a request, before the citizen had not only to physically move, but also had to spend time in his transfer, as well as economic resources, but above all he had to dedicate time to it. One of the most innovative aspects of the project was its contribution as a tool for social distancing in the Covid 19 pandemic, the project since March, is the heart of the attention of citizens, the municipal government of Coatzacoalcos, thanks to the Coatzabierto project , has managed to maintain the services it provides to citizens, citizenship, from home, manages and monitors their needs, the interoperation of all its components, they have managed to provide a digital service, of high quality and efficiency.

To address gender equality, the project transformed municipal libraries into digital centers with internet access and education, and citizen-oriented digital services. In these centers, training courses oriented to gender violence are given and especially to the Citizen APP MOVIL tool of the city - Coatzabierto and the tool oriented to gender violence Woman Alert, not only services are provided to women , but to the entire population, monitoring objectives 4.a and 5.b.

After the deployment of this strategy, the municipal government of the city will present a before and after, in terms of open - digital government, for citizens generating a robust electronic government, on a solid base of ICT infrastructure. We designed the sectoral plan for Coatzabierto, which drives and promotes the transformation and modernization of the government and city functions, which serves and interacts with the areas that are part of the modernization process of the public function. As part of the Coatzabierto strategy, we developed citizen exercises, which helped us to shape the ICT sector plan and the government program, as well as to know the feelings of the citizens about the information requirements, needs, services, improvements, comments , suggestions, about the municipal operation. As part of this process at the beginning of this year, we started our process of digital surveys and in social networks, to know and evaluate the performance, functionality, as well as to know the comments, complaints and suggestions about the components of Coatzabierto, where we have a goal of 500 surveys.

The project was planned in 5 initial phases Stage 1 - 2018 We investigate, brands, trends, technologies, laws, needs, manage budgets, generate solution ideas, investigate, generate a map, a route. We began the modernization of the municipal processing center, central node, the construction of the institutional and metropolitan voice and data network, we designed the city portal, the Coatzatel call center, Institutional Collaborative System, among other projects. Implementation of the IOT GPS system in garbage trucks, we started the digital inclusion component. Stage 2 - 2019 - 2020 Implementation of citizen-oriented digital services, video surveillance system, citizen security, city mobile app, transparency portal for monitoring public works and actions, digital system of reference stage procedures, electronic payments in portal, banks and stores of convenience, 2nd. Digital inclusion program stage, projects aimed at public safety. Start of the cadastral modernization project, institutional video surveillance network stage 1, solar cells in parks and public places. Stage 3 - 2021 Citizen education portal in the cloud, employment and trades portal, new tourism portal, digital management of trades and digitization of the municipal cadastre file. Sensorization of air quality and noise in at least 5 points in the city, video surveillance network with license plate reader at the entrances and exits of the city. Stage 4 - 2022 - 2024 Migration of the municipal wireless communication network to fiber optics, having at least 50% of the city's territory with internet. construction of a municipal control center and municipal services. The Coatzabierto project is designed using in each of its components, the most advanced technologies in software, hardware and for this type of projects, in addition to using cloud processing for citizen-oriented digital services, sensors, GPS, equipment of 500 megawatt wireless communication, solar cells, our software developments became interoperable, in addition to using open software, these are some of the innovations used in the strategy.

To make the development of the project possible, an economically feasible budget was generated, since the municipal government lacked economic feasibility and to achieve the development we were forced to apply innovation and creativity, so the Coatzabierto project was developed with a budget 3.5 million pesos (citizen-oriented digital solutions), representing an estimated saving of more than 15 million pesos, in relation to the commercial project proposals that were valued, and that are reason for municipal governments to go little by little on the path of modernization of public administration. In terms of information and communication technology infrastructure, 17 million pesos were invested.

Coatzabierto is a government innovation, it lays the foundations for the conformation and construction of a traditional city to a smart city, it represents an integral transformation in the way of developing the government-citizen relationship, it generates an integral change in the operation of the city and of the services it provides to the citizen, assumes control of the development of several objectives of the UN 20/30 agenda for sustainable development, as well as national and international agendas, such as that of the Secretary of the Interior (INAFED), digital agenda, the alliance for open government, among others.

The citizen portal is the heart of the project, the main communication channel for the dissemination of the City Council and where the entire open government project is deployed. To date, the portal has a record of visits in a day of 16,472 visits, in addition to having more than 706,564 visits, today it is the portal with the most visits in the city and one of the most visited in the state, thanks to citizen-oriented digital services, is gaining roots and reference in citizenship. Citizens with iOS mobile phones who have accessed the portal: 24,950 Citizens with Android phones who have accessed the portal: 137,303

The information and communications technology infrastructure was rescued and modernized 100% and is one of the best in the country, having 3 processing centers (CPM) duly installed, with a central fiber optic column, certified structured cabling, wireless, telephone switches, dedicated links, call center with 5 agents and 20 available lines, 6 latest generation servers (10 virtualized), uninterrupted power supply, emergency plant, Cisco active equipment, 500 computers; In addition, our applications have sent sms, geo reference, responsive; with this ICT infrastructure, with which we lay solid foundations for the development of future projects that continue the development of the city's modernization, automation and intelligence project. 5 servers were implemented in the cloud, in order to increase the processing and response capacity of our citizen-oriented digital services.

To date, 3 data centers have been modernized with the best infrastructure installed in ICT and the most modern in the state of Veracruz in terms of the 212 municipalities, and one of the best in the country, with this ICT infrastructure, in addition to acquiring 500 computer equipment, we have laid solid foundations for the development of future projects such as the C5 monitoring center, we will leave a data center with a projection with a useful life of 20 years, which supports growth that gives certainty to the project. The strategy has the best and most modern call center in the state of Veracruz, in municipal matters, dedicated to citizen service, with a state-of-the-art ICT infrastructure. To date we have provided the service of 18 thousand online service chats from the citizen portal and mobile app, 656 institutional emails have been received info@coatzacoalcos.gob.mx, 930 services have been provided from the WhatsApp channel +52.1. 9211100333. To date, the Coatzatel system has served more than 46,000 citizens, has received more than 18,000 chats.

From the planning stage, our project and all its components were designed to develop a project that could be replicated in any municipality in the world, and above all that could be replicated at a low cost to the local government. For this, what is required is the development of a diagnosis to generate an implementation plan and budget. Local: It generates an avant-garde government, which positions us as a good government, by attending to good practices, the national and state agenda, as well as international trends in the development of good governments, open and digital governments. State: It generates a successful project, which can be referenced and replicated in the state. Regional: By modernizing the government and generating citizen digital services, the governments of the region will receive requests from their citizens, and the development processes of this type of initiative will be accelerated. National: the project was planned, so that it is a project that can be replicated in any municipality, not only in the country, but in the world, since we take as a reference, the good practices carried out in different parts of the world, and we attend to trends world leaders in developing leading-edge governments.

The coatzabierto project was developed with a budget of 3.5 million pesos, which represents an estimated saving of more than 15 million pesos, in relation to the commercial project proposals that were valued, and that are the reason that the municipal governments, go little by little on the path of modernization of public administration. In addition, the project in its production phase generates and makes the municipal government more efficient, by saving thousands of pesos in man-hours, analysis, transfers, energy, consumables, generating more time for analysis and decision-making.

The initiative generates information in real time to strengthen decision-making, we monitor and supervise citizen digital services and know the status it keeps, in order to be more efficient and provide a better service. One of the most innovative aspects of the project was its contribution as a tool for social distancing in the covid 19 pandemic, the project since March, is the heart of the attention of citizens, the municipal government has managed to maintain the services it provides to citizens, citizens, from home, manage and monitor their needs, the interoperation of all its components, have managed to provide a digital service, high quality and efficiency.

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The Coatzabierto Project initiative comprehensive strategy and citizen collaboration was internally evaluated by the government innovation department which belongs to the Coatzacoalcos municipal government, see. A technological development was developed that allowed us to identify the technical capacity of the project, complying with the methods and objectives to which the project is aligned, on a solid base of ICT infrastructure. Which is made up of a team of people trained with knowledge in the strategies of the various agendas and good national and international practices.

In order to evaluate the Coatzabierto project, we are based on the positive results that the initiative has had before the citizens, as in each system we validate, verify and feed back the data, as the systems have sections where we can export, consult data such as performance of the areas, inquiries, downloads, citizen connections, graphics, Database, among others, all in real time, data that we are updating monthly. Basing ourselves not only on hard data, but also aligning ourselves with the sustainable development objectives of the 20/30 agenda, innovation, adaptability and sustainability for the municipal government.

One of our main barriers to the development of the strategy was the human factor, within the institution, understanding that current times demand a change of course. The construction of digital governments and the implementation of the open government strategy is becoming more common in our country every day, however, the 3 aspects that stop this type of projects from being more common in our country are: lack of allocation of budget for this type of projects in the cities, the bad designation of the project leaders for this type of initiatives, the lack of sponsorship or leadership on the part of the mayor, the fear of change within the organization and finally the lack of sectorized planning. Transforming the government in person to a government online 24 hours a day, 365 days a year. It was possible to promote citizen participation and collaboration, adopting open government as a government strategy. Today, the citizen has multiple communication channels, becoming a government facilitator of citizen requirements, saving time and money for citizens and the government.

Our first step was to incorporate in our planning the timely attention of the UN 20/30 agenda, INAFED, the alliance for open government, the national digital agenda, the bases of electronic, open government and sustainable and smart cities, as well as a plan action plan developed by the IDB, and study best practices from around the world on smart cities, digital and open government, to start the construction and transformation of the project in the future. Based mainly on accountability and transparency, incorporating this ingredient in each of our developments with the purpose that each of the components of the strategy imply these components, this can be evaluated with the transparency portal, access to information public, the open data portal, the publication of proactive financial information, in addition to our systems such as the SDT - Digital system of procedures and services, Municipal System of Works and Actions, The monitoring system, Tracking and control of the trucks of Municipal government garbage, via GPS, and the SIAC - Comprehensive Citizen Assistance and Collaboration System, have internal reports that make their operation transparent at all times.

We designed the sectoral plan for Coatzabierto, which drives and promotes the transformation and modernization of the government and city functions, which serves and interacts with the areas that are part of the modernization process of the public function. The Coatzabierto project was implemented to leave a legacy, which will give certainty and future administrations would not have to start from scratch, which could implement new developments and projects. It is intended to leave a project with a useful life of 25 years, but being manageable and prepared for growth, it could be modernized in due course, thus extending its life for another 15 years. As part of this process, we carry out digital and social media surveys to learn about and evaluate performance, functionality, as well as to learn about comments, complaints and suggestions about Coatzabierto components. Our commitment is to work to build more tools for the service of the citizen, likewise to build a project that serves as a tool for the government and society. It is worth mentioning that we will be incorporating more objectives, generating actions and services that meet the SDGs and that they will achieve the goals set step by step.

The municipal government plans to continue with the commitment it has with the citizenry, in the second stage of the digital inclusion program, projects oriented to public safety, it is intended to continue covering most of the ejidos and congregations, parks, squares, public places, libraries, with access to the Coatzabierto project. In the third stage, the Citizen Education Portal in the cloud, the employment and trades portal, the new tourism portal, digital management of trades and the digitization of the municipal cadastre file will be implemented. As well as the sensorization of air quality and noise in at least 5 points of the city, video surveillance network with license plate reader at the entrances and exits of the city. In the fourth, it is intended to have at least 50% of the city's territory with internet, as well as the monitoring of citizen mobility, municipal transport electrical system, to have at least 250 video surveillance cameras in the city. The project was planned in 5 initial phases, at the conclusion of the 5 stages, it will be necessary to return to the planning to generate according to the trends of the moment, as well as the needs that arise for the citizens.