SANTO DOMINGO- The "Citizen Commitment Letter" Program is a strategy developed by the Ministry of Public Administration with the objective of improving the quality of services provided by the Dominican State to citizens, guaranteeing transparency in management, and strengthening trust in government services.
The Ministry of Public Works and Communications (MOPC) explains that these are documents through which public institutions inform citizens/clients about the services they manage, how to access and obtain those services, and the quality commitments established for their provision.
"This process entails creating conditions to evaluate both compliance with the quality standards established in the Commitment Charter, as well as the level of citizen satisfaction with the way in which they are receiving the service," states the explanatory document from Public Works.
The three services included by the MOPC in its citizen commitment charter are:
– The installation and recharging of the Fast Pass toll stickers, offered by the coordinating office of the RD-VIAL Trust.
– Roadside assistance offered through the Military and Police Commission (COMIPOL) on major highways and secondary roads.
– The road maintenance program, consisting of cleaning the surroundings of roads, avenues, tunnels, level crossings; maintenance of culverts, drains, speed bumps and other peripheral or complementary infrastructure; in addition to minor repairs of sidewalks and curbs, pruning of trees and weeds or removal of debris on these main roads.
"The commitment charters imply a focus on the citizen, which makes it necessary to know what he expects and to guide the work processes in a way that contributes to satisfying his needs. This leads to the creation of conditions to evaluate both compliance with the quality standards established in the charter and the level of citizen satisfaction in relation to the way in which he is receiving the service," the state entity maintains.
He added that, in compliance with the Constitution, the public services provided by the Ministry of Public Works to individuals, companies or other organizations of society, in legal or contractual modalities, must respond to the principles of universality, accessibility, efficiency, transparency, responsibility, continuity, quality, reasonableness and tariff equity.
"That is our commitment. It is clearly defined in the document we gave to the Dominican people.".
What it contains
The literature outlines the communication channels through which users can contact the MOPC, the options for submitting complaints or suggestions, the measures the agency takes upon receiving notifications of dissatisfaction, and the unit to which citizens should address their concerns. It also includes user regulations and responsibilities, among other aspects.
