The Most Useless Bureaucratic Procedure ContestThe Most Useless Bureaucratic Procedure Contest

Mr. Uriel MARQUEZMr. Uriel MARQUEZ

Head of UnitHead of Unit

Policies for the Improvement of Public ManagementPolicies for the Improvement of Public Management

The Ministry of Public Administration of MexicoThe Ministry of Public Administration of Mexico

Winning project in the category of Winning project in the category of ““ Fostering participation in policyFostering participation in policy --making making decisions through innovative mechanismsdecisions through innovative mechanisms ”” ..

2011 United Nations and Africa Public Service Day and Forum2011 United Nations and Africa Public Service Day and Forum

2020--23 June 2011, Tanzania 23 June 2011, Tanzania

To enable Mexican families to live better To enable Mexican families to live better

To have a government that is efficient and effectiveTo have a government that is efficient and effective

A government organized around the citizens A government organized around the citizens

Our visionOur vision

In September 2008, the Federal Government of Mexico launched an In September 2008, the Federal Government of Mexico launched an initiative to initiative to

reward citizens:reward citizens:

•• who denounced the most absurd bureaucratic procedure that they who denounced the most absurd bureaucratic procedure that they had faced.had faced.

•• who proposed the best solutions to cut red tape and bribery.who proposed the best solutions to cut red tape and bribery.

The purposeThe purpose

Point of view of citizens: paperwork serves no purpose or is comPoint of view of citizens: paperwork serves no purpose or is complicated and plicated and

expensive.expensive.

Our bureaucracy traditionally mindOur bureaucracy traditionally mind--set: set: ““if it does not have a stamp, it does not if it does not have a stamp, it does not

movemove””..

The submissions handed in for the "most useless procedure" conteThe submissions handed in for the "most useless procedure" contest spin tales st spin tales

of:of:

•• Lengthy linesLengthy lines

•• Unfriendly bureaucratsUnfriendly bureaucrats

•• Bribes soughtBribes sought

•• No sense requirementsNo sense requirements

The diagnosisThe diagnosis

The contest Jury consisted of eminent personalities The contest Jury consisted of eminent personalities who command high respect who command high respect

and recognition within Mexican societyand recognition within Mexican society::

•• The President of The President of Transparencia MexicanaTransparencia Mexicana, Mr. Federico Reyes Heroles., Mr. Federico Reyes Heroles.

•• El Colegio de MEl Colegio de Mééxicoxico professor and researcher Mrs. Marprofessor and researcher Mrs. Maríía del Carmen Pardo.a del Carmen Pardo.

•• Journalist Mrs. MarJournalist Mrs. Maríía de Carmen Corta de Carmen Cortéés.s.

•• Businessman and consultant Mr. Fuad Juan Zarzar, andBusinessman and consultant Mr. Fuad Juan Zarzar, and

•• Political scientist Mr. Leo Zuckermann.Political scientist Mr. Leo Zuckermann.

The Jury, an outside panelThe Jury, an outside panel

The contest was endorsed by:The contest was endorsed by:

Transparencia MexicanaTransparencia Mexicana, the Mexican Chapter for Transparency International., the Mexican Chapter for Transparency International.

The winning entry came from Mrs. Cecilia Deyanira VelThe winning entry came from Mrs. Cecilia Deyanira Veláázquez, 34, who zquez, 34, who

complained about the rigors of getting her son's medication throcomplained about the rigors of getting her son's medication through the Social ugh the Social

Security Institute (prize check for about USCy$26,000). Security Institute (prize check for about USCy$26,000).

•• Now, after an annual checkNow, after an annual check--up, the 12 sessions are authorized in advance.up, the 12 sessions are authorized in advance.

Two other residents won (USCy$8,000 each) for offering examples Two other residents won (USCy$8,000 each) for offering examples of red tape in of red tape in

state and municipal bureaucracies:state and municipal bureaucracies:

•• The process of fixing errors in birth certificates in Mexico CiThe process of fixing errors in birth certificates in Mexico City.ty.

•• The rigors of getting a proofThe rigors of getting a proof--ofof--residence documentresidence document

((municipality of Toluca in the state of Mexico)municipality of Toluca in the state of Mexico)..

The winnersThe winners

Federal departments used the 21,000 submissions as a diagnostic Federal departments used the 21,000 submissions as a diagnostic tool to map out tool to map out

solutions.solutions.

Phase 1: Eliminate useless procedures. Phase 1: Eliminate useless procedures.

•• As of today, 2,189 procedures have been eliminated As of today, 2,189 procedures have been eliminated ––which accounts 29%which accounts 29%

Phase 2: Simplify them. Change rules and set standards. Phase 2: Simplify them. Change rules and set standards.

•• We meassure every 3 months 300 procedures on quality of customer service,

information, corruption index, installation access, discrimination and overall

satisfaction.

Phase 3: Introduce technologies to easy access to government.Phase 3: Introduce technologies to easy access to government.

•• Automatization, reengineering, and one shop window projects Automatization, reengineering, and one shop window projects

(for example: openning a business and foreign trade.(for example: openning a business and foreign trade.

The followThe follow--upup

•• The perspective from a user is very different than that of peoplThe perspective from a user is very different than that of people in charge of e in charge of

the public office.the public office.

•• 98% of public servants believe their work contributes to the cou98% of public servants believe their work contributes to the countryntry´́s s

benefit, and 92 % believe they do a good job. (WHY TO CHANGE?)benefit, and 92 % believe they do a good job. (WHY TO CHANGE?)

The lessonsThe lessons

•• The resistance of public servants might The resistance of public servants might

be reduced by communication and be reduced by communication and

involvement since the beginning.involvement since the beginning.

•• To increase the commitment of To increase the commitment of

officials, improvement projects were officials, improvement projects were

obligatory under the Programme to obligatory under the Programme to

Improve Public Management (PMG).Improve Public Management (PMG).

•• Additionally, a federal effort was Additionally, a federal effort was

started to share with states and started to share with states and

municipalities our better practices .municipalities our better practices .

•• The administrative burden decreases the competitiveness of a CouThe administrative burden decreases the competitiveness of a Countryntry

••The administrative burden diminishes the The administrative burden diminishes the

competitiveness of a Countrycompetitiveness of a Country

Comparativo entre competitividad y la carga adminis trativa generada al ciudadano por el gobierno

Preparado con datos del Reporte Global de Competiti vidad del Foro Económico MundialFactor de correlación 0.79

2 4 8 10 12 16 22

48

66

16

49

77

41

89

60

108

133116

0

20

40

60

80

100

120

140

Suecia EstadosUnidos

Holanda Canadá Reino Unido Australia Corea Italia México

Lugar en el índice de competitividad 2010 Carga administrativa del gobierno (No. en el mundo)

The reduction of administrative burden for citizensThe reduction of administrative burden for citizens

•• Electric companyElectric company

�� process contracts and complaints trough process contracts and complaints trough

internetinternet

•• Electronic conciliation, Electronic conciliation,

�� among citizens and commercial companies, among citizens and commercial companies,

public utilities and financial servicespublic utilities and financial services

•• Health services: Health services:

�� Call centers for medical appointmentsCall centers for medical appointments

�� Increased emergency units capacity in public Increased emergency units capacity in public

hospitalshospitals

�� Implementation of triage systemImplementation of triage system

•• Inmigration servicesInmigration services

�� One sigle format for every processOne sigle format for every process

�� Internet consultation of situation of processInternet consultation of situation of process

The reduction of administrative burden for businessesThe reduction of administrative burden for businesses

•• One stop shop to open a businessOne stop shop to open a business

�� Integrates 18 processes in one single Integrates 18 processes in one single

shop window shop window

�� Time reduced to open a from 26 days Time reduced to open a from 26 days

to 3to 3

•• One stop shop for foreign commerceOne stop shop for foreign commerce

�� Integrates 140 procedures into 60Integrates 140 procedures into 60

�� It will impact on 60 % of countryIt will impact on 60 % of country´́s s

economyeconomy

•• Tax office (SAT)Tax office (SAT)

�� Elimination of certified public Elimination of certified public

accountants reports and of annual accountants reports and of annual

statemento of Added Value Taxstatemento of Added Value Tax

�� 15 days to deposit annual tax return on 15 days to deposit annual tax return on

taxpayers accounttaxpayers account

�� Use of electronic invoiceUse of electronic invoice

Mexico is ranked 35 out of 183 economiesMexico is ranked 35 out of 183 economies

Mexico best country in Latin AmericaMexico best country in Latin America

for doing business.for doing business.

Effciency in government increases the competitiviness of a countEffciency in government increases the competitiviness of a country.ry.

A better government for better competitivenessA better government for better competitiveness

The International Institute for Management The International Institute for Management

Development (IMD) has ranked the Mexican Development (IMD) has ranked the Mexican

economy the second most competitive in Latin economy the second most competitive in Latin

America.America.

Mexico gained nine spots this year from its Mexico gained nine spots this year from its

2010 ranking to number 38th globally.2010 ranking to number 38th globally.

Mexico's ranking is higher than other Latin Mexico's ranking is higher than other Latin

American nations such as Brazil, Argentina, American nations such as Brazil, Argentina,

Peru, Colombia and Venezuela, India and Peru, Colombia and Venezuela, India and

China.China.

““The open involvement of citizens launchedThe open involvement of citizens launched

cutting red tape and corruption in Mexicocutting red tape and corruption in Mexico””

��Corruption index on federal proceeds decreased from 8.5% to 7.5%Corruption index on federal proceeds decreased from 8.5% to 7.5% since since

contest, as meassured by Transparencia Mexicanacontest, as meassured by Transparencia Mexicana

�� Mexico best country in Latin America for doing business: 4 %Mexico best country in Latin America for doing business: 4 % annual annual

inflation, 5 % economic growth in 2011inflation, 5 % economic growth in 2011

The conclusionThe conclusion

Mr. Uriel MARQUEZMr. Uriel MARQUEZ

Head of UnitHead of Unit

Policies for the Improvement of Public ManagementPolicies for the Improvement of Public Management

The Ministry of Public Administration of MexicoThe Ministry of Public Administration of Mexico

2011 United Nations and Africa Public Service Day and Forum2011 United Nations and Africa Public Service Day and Forum

2020--23 June 2011, Tanzania 23 June 2011, Tanzania

THANK YOU!!