The Dominican government is driving a key change by transforming Commitment Letters into Service Charters, through Decree 676-25 issued by the Executive Branch. This measure seeks to raise the quality of citizen care, focusing efforts on the user experience and the precise measurement of results.
Origins and evolution of the program
Citizen Commitment Letters emerged years ago as a tool to formalize institutional obligations. Now, Service Charters replace them with a modern approach, led by the Ministry of Public Administration (MAP). Historically, this type of initiative in the Dominican Republic has responded to demands for greater transparency, similar to previous reforms in 2012 that introduced initial measurements of citizen satisfaction, according to official MAP records.
Impact of Decree 676-25 on administration
The new Service Charters require all institutions to integrate their procedures into the State Services Catalog. This facilitates online access and accelerates automation. The decree prioritizes entities with high impact, aligned with national development plans and the digital agenda, promoting control and accountability.
Key benefits for citizens
- Improved tracking: Institutions will measure service quality with specific tools.
- Reinforced transparency: Continuous monitoring of citizen needs.
- Digitalization: Accessible procedures on unified platforms, reducing waiting times.
Public management experts highlight that these Service Charters could increase state trust, backed by MAP data indicating a 20% increase in user satisfaction following similar pilots in 2024. The change responds to growing expectations for efficiency, in a context where 70% of public procedures are already migrating to digital, according to sector reports.
This transition marks a firm step toward a citizen-centered administration, with an emphasis on tangible results. The Service Charters not only redefine commitments, but also establish measurable standards for the future.