Government replaces Commitment Letters with Service Letters to improve citizen service

The Executive Branch issued Decree 676-25, which redefines the strategy of the Citizen Commitment Letters Program and converts it into Service Charters, reformulating the obligations and commitments of public institutions in favor of better citizen service.

This update marks a significant advance in the modernization of public management and in the way State institutions relate to citizens, incorporating elements of design and redesign of public services focused on the user, by incorporating tools on the user experience to delve into their needs and expectations.

The new strategy, led by the Ministry of Public Administration (MAP), places greater emphasis on monitoring services and measuring their quality, and with these, it seeks for institutions to measure what they do and show results, with a more focused approach on greater control, transparency, and improvement in citizen service.

Another novelty brought by Decree No. 676-25 is that all institutions with approved Service Charters must have their procedures and services incorporated into the State’s Service Catalog, thus facilitating user access, as well as automation work and the provision of online services.

This program aims to improve the quality of services provided to citizens and institutions, ensuring transparency in management and strengthening trust between citizens and the State.

Through Service Charters, the aim is to guarantee higher levels of transparency and accountability, as well as to establish instruments for monitoring and evaluating the quality of services, in line with the needs and expectations of citizens.

The new methodology will be implemented in the public administration in a prioritized manner, taking into account those institutions whose procedures or services have the greatest impact, according to citizen demand, its incidence in its sector, its alignment with Government strategies, national development plans and the digital transformation agenda, among other criteria.