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Argentina’s Citizen Charter Program (Programa Carta Compromiso con el Ciudadano, PCCC), created under Decree 229/2000[1] within the Under Secretary of Public Management under the Chief of Cabinets (Jefatura de Gabinete de Ministros), aims at transforming the culture within the public administration, by improving the relationship between the administration and citizens.  The PCCC seeks to empower citizens to exercise their right to be heard, informed, and respected, and to receive a response or solution to their problems and needs related to public services.[2]  It also aims at reinforcing a concept of public service and responsiveness that targets the satisfaction of the citizen by establishing assessments of public services, transparency, and feedback mechanisms.[3]

A key component of the PCCC is the Carta Compromiso (CC), a public management instrument implemented by service-providing public entities by which they make a commitment to citizens, setting objectives and results to be achieved.[4]  The CC is implemented by an agreement entered into between a government agency and the Under Secretary of Public Management, who coordinates the program.[5]  The agreement includes an implementation plan by which the public entity commits to deliver services based on standards of quality, facilitate the provision of information to the public about the services to be rendered, and establish feedback mechanisms.[6]

Public entities must submit an annual report on the advancement of their goals.[7]  In addition the head of each agency must present a quarterly CC progress report to the Vice President, who heads the Commission on the Modernization of the State, the enforcement authority of the PCCC.[8]  Decree 229/2000 provides in general terms that the ways and means of making the results public will be determined by the Vice President.[9]  Public agencies that are signatories of the CC are recognized through awards for compliance and meeting CC goals.[10]

In order to ensure that users’ opinions are taken into consideration, each CC signed by an individual agency includes a chapter on citizen participation, which contains user surveys conducted either where the service is rendered or online.[11]  Statistics and results are published and made available to the public on each agency’s website.[12]  No general regulation on user satisfaction surveys is available, but the full text of the CC signed by each individual agency is available through the PCCC portal.[13]

In 2002 the World Bank launched a pilot project in Argentina on the use of so-called “citizen report cards,” which are basically surveys of citizen satisfaction with public services.[14]  The pilot project involved only pension and unemployment benefits services.[15]  However, as no further mention of the program was located, it appears that the citizens report cards program was not fully implemented.

According to the CC portal, the yearly evaluation of the PCCC includes an assessment of the tools for surveying citizen satisfaction.[16]  According to the PCCC 2014 statistics, more than 104 citizen surveys have been conducted in forty-three public agencies during a six-year period.[17]

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Prepared by Graciela Rodriguez-Ferrand
Senior Foreign Law Specialist
October 2017

[1] Decreto 229/2000 Carta Compromiso con el Ciudadano [Charter with the Citizen], Boletín Oficial [B.O.], Mar. 14, 2000,, archived at

[2] ¿Qué es el Programa Carta Compromiso con el Ciudadano? [What is the Citizen Charter Program?], Instituto Nacional de la Administración Pública (INAP), (last visited Oct. 23, 2017), archived at

[3] Id.

[4] Carta Compromiso con el Ciudadano, Ministerio de Modernización [Ministry of Modernization], (last visited Oct. 23, 2017), archived at

[5] Id.

[6] Id.; Decreto 229/2000 art. 5.

[7] Decreto 229/2000 art. 17.

[8] Id. art. 18.

[9] Id.

[10] Id. art. 20; Prefectura premiada por su labor en la implementación del Programa Carta Compromiso con el Ciudadano [Coast Guard is Awarded for Its Performance in the Implementation of the PCC with the Citizen], Transportes y Comercio Exterior (Jan. 16, 2012), prefectura-premiada-por-su-labor-en-la-implementacion-del-programa-carta-compromiso-con-el-ciudadano.html, archived at (click “See the Screenshot View”).

[11] For a sample CC, see  Direccion Nacional de Migraciones [National Directorate on Migration], Quinta Carta Compromiso con el Ciudadano 39 (Apr. 2015), files/carta_compromiso_migraciones_2015_quinta_carta.pdf, archived at

[12] Id.

[13] Organismos adheridos a Carta Compromiso [PCCC Participating Agencies], Ministerio de Modernización, (last visited Oct. 23, 2017), archived at

[14] Magüi Moreno Torres, Argentina’s Cartas Compromiso: Strengthening the Role of Civil Society for More Accountable Public Services, En Breve (World Bank), Feb. 2004, No. 40, at 2, https://openknowledge.worldbank. org/bitstream/handle/10986/10367/284400English0En0breve040.pdf?sequence=1&isAllowed=y, archived at

[15] Id.

[16] 4. “Monitoreo,” Implemetación de Carta Compromiso [Implementation of CC], Ministerio de Modernización, (last visited Oct. 23, 2017), archived at

[17] “Año 2014: Encuastas,” Resultados de la Carta Compromios [Results of CC], Ministerio de Modernización, (last visited Oct. 23, 2017), archived at