Good Practices and Innovations in Public Governance 2003-2011

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Good Practices and InnovATIONS in Public Governance Latin America and the Caribbean Mexico 2003 Category 2 Winner Integral Development of the Family System of the State of Tamaulipas State of Tamaulipas, Mexico Description Addressing the needs of vulnerable groups by integrating services. The Problem The government faced the challenge of providing social assistance and supporting the needy and underprivileged. The Solution The Integral Development for the Family System in Tamaulipas (DIF) is a government institution that provides support to the underprivileged, especially families, children and the disabled. For the past three years, the DIF Tamaulipas has undergone a radical change in the coverage of its programs and the scope of its benefits. DIF Tamaulipas has demonstrated that it could radically transform public institutions into entities capable of providing quality service at levels comparable to those attained by their private sector counterparts. It devoted particular attention to specific demands of different demographic groups. Providing social services to maximum number of citizens and alleviating inequalities is considered a main target of DIF’s activity. The DIF Tamaulipas helps around 300,000 people per year. Its infrastructure allows covering all the State through 43 offices that are spread in every borough of Tamaulipas. In August 2001, DIF Tamaulipas was the first institution to be certified in ISO 9001 system in Mexico under the 2000 version. The certificate includes six central institutions, as well as providers of nutritional programs, the rehabilitation centre and a special education and management centres. The initiative of the General Directorate ensured the efficient use of the public resources. The quality of services has been maintained, a new information system has been introduced and institutional reengineering has taken place. The initiative has resulted in the following changes: • Reduction in costs; • Transparency in the administration of resources and services; 410
2003 Category 2: MEXICO • Creation of a customer-oriented culture (in substitution for the bureaucratic culture); and • Extension in the coverage of social programs. DIF Tamaulipas has demonstrated that it can radically transform the official institutions and reach the same standards of quality that private sector organisations have. For more information, please visit: www.un.int/mexico/2003/interv_062303_ing.htm 411
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Good Practices and Innovations in Public Governance 2003-2011

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