Apoyo al fortalecimiento en la gestión de peticiones, quejas, reclamos, sugerencias y denuncias en el Ministerio de Ambiente y Desarrollo Sostenible mediante procesos sistemáticos en la Unidad Coordinadora para el Gobierno Abierto

Abstract

The purpose of this document is to present the development of the internship carried out at the Ministry of Environment and Sustainable Development, in the Coordinating Unit for Open Government, whose objective was to work on strengthening the management of PQRSD, from a multichannel systematization strategy that allowed streamlining its classification, classification and addressing with an orientation towards the quality of responses and compliance with the terms established in Law 1755 of 2015. The above, through the characterization of the users of the Ministry of Environment and Sustainable Development, in order to obtain the characteristics and information needs of citizens who access services and procedures to guide the institutional offer, and thereby promote effective participation and improve the responsiveness of governments to their citizens, through the implementation of new strategies. As well as the development of the process of the articulation of the fulfillment of the country's commitment in the Open Government Partnership - OGP, referring to the offer of virtual training in the prioritized topic "climate change, protected areas and deforestation"