Citizen Assistance Service Charters, Brazil


de Jong, Jorrit, and Elba C.S. de Andrade. 2008. “Citizen Assistance Service Charters, Brazil”.


 Jorrit de Jong, Elba C.S. de Andrade, March 2008  

The research project Improving Access (www.ImprovingAccess.Org) was developed by an international group of researchers interested in innovations in democratic governance. It explores the ways in which democratic institutions fail or succeed to create genuinely equal opportunities. This partnership between the Ash Institute at Harvard's Kennedy School of Government and the Centre for Government Studies at Leiden University in the Netherlands has resulted in the production and organization of research, conferences, publications, and teaching materials.

This document is an interview with Elba C.S. de Andrade, Quality Management Director of the Superintendency for Citizen Assistance, State Secretariat of Administration for the state of Bahia, Brazil, about the innovative Mobile Citizen Service Assistance centers in Brazil.

If bureaucracy impedes service delivery to citizens, it doubly affects citizens in remote areas, who live great distances from administrative centers. In the state of Bahia, Brazil, the government created mobile centers that bring services directly to those citizens. In the process, procedures were simplified and services were coordinated among different agencies.

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Last updated on 09/29/2021