Summary
Santo Domingo. – The Dominican Institute of Civil Aviation, Idac, is advancing in the preparation of the fifth version of its Commitment Letter to Citizens, incorporating innovative tools focused on managing citizen expectations.
Santo Domingo. – The Dominican Institute of Civil Aviation, Idac, is advancing in the preparation of the fifth version of its Commitment Letter to Citizens, incorporating innovative tools focused on managing citizen expectations.
As part of this process, and in compliance with the guidelines established by the Ministry of Public Administration, Map, an in-person working session was held with IDAC service providers. This session is part of a participatory methodology aimed at aligning institutional commitments with the real needs of users.
During the session, Innovation Management tools, Design Thinking, and Agile Methodologies were applied, allowing representatives from the responsible units to identify challenges, validate quality standards, and propose service attributes that could be committed to in the new version of the Charter. This dynamic facilitated the collection of key inputs regarding improvement opportunities and the internal perception of service delivery.
Managing citizen expectations represents a central pillar in this new version of the Charter, promoting a transparent, measurable, and participatory approach that contributes to enhancing the quality of public services offered by the Idac.
Junior Pujols, Head of the Quality Management Department at Idac, positively assessed the development of the day. “This working session represents a significant step in building a Commitment Letter that is closer to the reality and expectations of our users. The participation of service providers allowed us to more accurately identify the challenges, validate standards, and strengthen the continuous improvement approach we promote from quality management.
We are committed to a transparent, innovative, and citizen-centered process,” he stated.
With this initiative, Idac reaffirms its commitment to continuous improvement, innovation in public management, and the satisfaction of the citizens who trust its services.
