Being an efficient entity, achieving excellence in the services provided and building trust are common goals in organizations. This is why Government Online promotes social inclusion and the competitiveness of the country through the proper use of Information and Communications Technologies (ICT). Due to the existence of various technological platforms and numerous points of access to information such as institutional portals, telephone lines and centres of care, it was difficult for citizens to access the information they really needed.
As part of the online government strategy, a portal was implemented that is part of a comprehensive care and service plan (www.sivirtual.gov.co), responding to questions faced by citizens in fulfilling their obligations to the State or in accessing services provided by the State, becoming a point of access to information and transactions and promoting the quality of State services. It is vital for the Government that people have high-quality online services that build trust and promote communication with citizens.
One of the problems in the Government's procedures services is that citizens are not aware of the procedures, the entities that provide them, there are different institutional portals and channels for access to information, lines and places of care, so knowing that the entity must be contacted in order to carry out a procedure was dispensary.
Many of the procedures related to the state are fundamental to the effective performance of people insofar as they enable them to acquire a right, access a service or fulfill an obligation, in such a way that the state facilitates that people know names, steps to follow, points of attention, required documentation and can even perform their processes online.
One of the key parts of this portal is the Creangel Search-Based Application that uses Google Search Appliance as part of its platform.
SOLUTION
Implement a Search-Based Application for the Virtual SI portal (www.sivirtual.gov.cco), within this application, tools were developed to allow citizens and/or interest groups easy access to state service transactions and formalities, centralized through the VIRTUAL SI portal.
With the implementation of the Search-Based Application, the entity was helped to comply with Law 1712 of 2014 – Transparency Law, speed up the online procedures and services that the entity must provide to the community and encourage citizen participation.
There was an increase in levels of citizen satisfaction, a reduction in response times to internal and/or external information requirements, an increase in the productivity of civil servants and greater efficiency in the use of the technological resources available to the entity.
- Among the technological developments are:
- Orthographic Corrector, Question Modules that allow citizens to make use of their everyday language, Indexing Physical Attention Points, Search for the directory of public offices.