Improvement process and delivered citizens services: the cases of Santo Andre e Belo Horizonte

Abstract

This article examines the initiatives to improve process and services delivered to citizen in the municipalities of Santo André (SP) and Belo Horizonte, in face of their underlying objectives of increasing physical and cognitive access to public services, increasing accountability and improving efficiency in the public service delivery. With that purpose, the article presents and discusses the products designed by the policy makers, such as citizen charter, citizen service centers, information systems, civil servants trianing and channels of accountability, pointing and discussing the main strengths and the main technical and political difficulties observed throughout its implementation.