The countries in the region are making progress towards the digitalization of government procedures

Date of last revision: 09/02/2024

In the current digital society, digital solutions, especially in the governmental sphere, play a crucial role. The Covid-19 pandemic has accelerated the adoption of these solutions, increasing the need for digital tools that allow citizens to carry out procedures online and securely. The digitalization of government services not only improves service coverage and provision but also contributes to social inclusion and increases institutional transparency. In this context, the State positions itself as a driver of digital transformation, implementing intelligent solutions that have a positive impact on society. Therefore, an indicator that evaluates the maturity of governmental digital solutions in Latin America and the Caribbean is essential. This metric seeks to quantify the current state of digitalization, establishing minimum parameters and a theoretical framework that drives the development and effective implementation of governmental digital solutions.

The purpose of this indicator is to measure the degree of digitalization of government procedures. Digitalizing procedures involves transitioning from traditional processes to electronic and online solutions, allowing citizens to carry out their procedures more efficiently and accessibly. This indicator aims to measure the scope and effectiveness of the implementation of digital solutions in the governmental sphere, providing a clear view of the extent to which procedures have adopted digital technologies to improve user experience and optimize administrative efficiency. The analysis of this indicator not only reveals the presence of digital technologies but also their impact on the simplification, speed, and accessibility of procedures for citizens.

The current government digital indicator, first implemented in December 2021 and subsequently in April 2023, encompasses a study covering 19 countries in the region, including Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, The Bahamas, Mexico, Nicaragua, Panama, Paraguay, Peru, the Dominican Republic, Trinidad and Tobago, Uruguay, and Venezuela.

The methodology used for this indicator involves manual online search of recurring citizen procedures offered by various governmental entities. These procedures are categorized according to their nature, and if at least one procedure in a category is partially or fully digitalized in a country, that category is considered digitalized. Two user groups are identified for digital procedures: natural persons, who are citizens requiring interaction with the State for specific services, and legal entities, which are commercial entities performing actions such as investment permit applications. It is worth noting that this study excludes procedures carried out through government intranets, as the nature of these procedures makes it difficult to capture their existence, such as a doctor accessing the hospital's intranet to view patient exam results.

Sixteen categories of procedures are established. Below is a list of the categories addressed, along with some of the most common procedures within each category. It is important to note that each procedure belongs exclusively to one category.

• • 1. Identification:obtaining online identification card; scheduling appointment for identification card issuance.
• • 2. Certificatesincludes birth, death, marriage, and criminal record certificates.
• • 3. Taxes:payment of taxes by taxpayers.
• • 4. Migration:online visa application for entry into the country; transit certificate through the country; appointment scheduling for migration procedures.
• • 5. Education:application for official educational scholarships and aids from the government; obtaining study materials from the government; student certificates.
• • 6. Health:access to personal electronic medical records; appointment request in public health establishments; payment for services offered by public establishments; enrollment in various health programs; authorizations for health-related activities (food, medications).
• • 7. Social assistance:application for governmental social assistance; follow-up of requests for governmental social assistance.
• • 8. Support for disabled:: obtaining disability certificate; obtaining special parking permit for disability; follow-up and renewal of disability certificate.
• • 9. Labor and social security: creation of curriculum vitae to upload to official government job platforms; certificates and procedures related to unemployment; certificates and procedures related to retirement and pensions.
• • 10. Culture, sports, tourism, and recreation: application for various cultural, sports, and tourism programs; obtaining athlete or artist certificate; permits for tourist programs in national interest sites.
• • 11. Environment and agriculture: obtaining permits for extractive tasks related to agriculture and aquaculture; recognition of environmental care areas; application to environmental care programs of interest areas.
• • 12. Transport: obtaining driver's license (copy); appointment scheduling for driver's license; payment for public transportation tickets; transit permits; emission certificate for vehicles; circulation permit.
• • 13. Business: investor advice; permits for different types of projects; registration of commercial patents.
• • 14. Consumer protection: citizen complaints against companies that violate consumer rights and follow-up of such complaints.
• • 15. Indigenous peoples: certificate of belonging to indigenous peoples; specialized social assistance for indigenous peoples; application to social programs exclusively dedicated to indigenous peoples.
• • 16. Elections: search for electoral roll with own identification; registration in elections.

Digitalization of governmental procedures in Latin America and the Caribbean

(In percentages)

Source: Own elaboration based on official websites of each government.

Note: The methodology for this indicator involves the manual online search for recurring citizen procedures offered by various government entities. They are categorized according to their nature, and if at least one procedure in a category is digitized in a country, that category is considered digitized. The following countries are considered: Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, The Bahamas, Mexico, Nicaragua, Panama, Paraguay, Peru, the Dominican Republic, Trinidad and Tobago, Uruguay, and Venezuela.

In the 2023 edition of the study, the presence of a single online platform for carrying out procedures was also explored. The results indicate that 84% of the analyzed countries have an exclusive platform to access procedures.

In the assessment of the level of digitalization of various categories of governmental procedures, a heterogeneous panorama is observed. Indeed, sectors such as "Social Assistance," "Personal Certificates," and "Culture, Sports, and Tourism" stand out with a solid range of digitalization from 81% to 90%, indicating significant progress in the implementation of digital solutions. In contrast, areas such as "Education," "Personal Identification," "Taxes," and "Migration" show potential for improvement, with digitalization percentages on the scale from 91% to 10%. This analysis suggests the need to focus efforts on those sectors with lower digitalization to optimize the efficiency and accessibility of governmental procedures. The heterogeneity in the levels of digitalization highlights the importance of specific strategies for each category, promoting a comprehensive digital transformation in governmental services.

On this path towards greater digitalization, it is essential to ensure that no one is left behind, promoting inclusion and equitable access for all citizens. The digitalization of governmental procedures not only represents an opportunity to improve efficiency and transparency in the provision of public services but can also significantly contribute to reducing social and economic gaps. It is crucial to implement inclusive strategies that address barriers to technology access, such as lack of connectivity or low digital literacy, to ensure that all citizens, regardless of their geographical location, socioeconomic status, or technological skills, can benefit from government digital services. Furthermore, it is important to consider the specific needs of vulnerable groups, such as older people, people with disabilities, or rural communities, and design tailored solutions that guarantee their full participation in the digital era. By prioritizing inclusion and equitable access in the government's digitalization agenda, we can move towards a fairer and more democratic society, where everyone can enjoy the benefits of digital transformation without being left behind.