Overcoming Complexity in Public Services: Facilitating Access to the Bureaucratic Barriers Elimination System
SUMMARY
INDECOPI receives over 363 complaints a day. In terms of bureaucratic barriers, last year, 71% of the complaints were incomplete or inaccurate. To address this, we introduced new templates guided by behavioural insights. These templates simplify the process for complainants and change how we request further data from complainants to get us better information and improve the public service by eliminating bureaucratic barriers.
NEW DOCUMENTS DESIGN
Request for correction
Request for correction
Response format
Response format