1. Presidencia de la República Dominicana Presidential Office of Information and Communication Technologies - OPTIC - Government Contact Center Succesful Experience on Citizen’s Attention in the Dominican Republic October 3, 2011

2. ABOUT OPTIC It is the Presidential Office of Information and Communication Technologies of the Dominican Republic, under the dependence of the Executive Branch, created in 2004 by the Presidential Decree No. 1090-04, with the responsibility of planning, directing and executing the necessary actions to implement e-Government in the country.

3. CITIZEN CENTERD e-GOVERNMET STRATEGY

4. e-GOVERNMENT INTEGRATED PLATFORM Web Portal PhoneFace-to-face Authentication InfoGOB M-Government ePayments Transactions Tracking Government Intranet Agencies Public Administration Interoperability Citizen Attention Channels

5. PREFERRED MEANS TO INTERACT WITH THE STATE Source: OPTIC

6. MISSION Provide information and act as a channel of the services of the Dominican State institutions, free of charge and with global quality, by using ICTs to support the development of Electronic Government.

7. Single point of contact for Government Services. Optimization of costs and time. National-level access. Available for all Dominican citizens and foreigners. Totally Free. BENEFITS

8. Prevention and Report of Child Abuse Citizen Attention for Accusations, Suggestions and Claims Government Services and Programs Information

9. IMPACT Government Contact Center

10. CALLS BY REGION Fuente: OPTIC,

11. LIFE QUALITY 11 Source: OPTIC

12. PILOTING THE INTEGRATION OF PHONE SERVICES AND PARTICIPATORY BUDGET OPTIC AND THE WORLD BANK

18. Dr. Francesca Ortiz OPTIC, Legal Manager Phone: +1 (809) 472-4276 Ext. 245 Email: francesca.ortiz@optic.gob.dofrancesca.ortiz@optic.gob.do