Despite being the capital of a major global economy and boasting a rich history, Mexico City grapples with significant challenges, including poverty and overpopulation. Amid entrenched bureaucracy and social inequality, solutions to these problems have proven elusive. However, signs of progress, albeit slow, are emerging, as the Digital Agency for Public Innovation coordinates government efforts and technological innovation to address complex urban problems. By leveraging digital tools and fostering cross-departmental collaboration, Mexico City is demonstrating that it is possible to improve the lives of its citizens even in the face of daunting obstacles.

Established a few years ago in Mexico, the Digital Agency for Public Innovation aimed to empower residents, particularly marginalized communities that form the largest segment of the city's population. By providing a digital portal, the agency sought to simplify access to essential government services and programs. However, public trust in such a venture was initially low due to a history of bureaucratic red tape and lengthy wait times for service delivery. Citizens were often required to visit multiple government offices, resulting in lost wages. Thus, gaining public trust became a significant challenge, underscoring the need for a consumer-centric approach to service delivery.

To establish a robust legal framework for its operations and interactions with other government departments and users, the Digital Agency for Public Innovation initially collaborated with a team of legal experts from the city council. This resulted in the enactment of the Digital Operations and Innovation Law, granting the agency full authority to carry out its mandate. This was a pivotal step in facilitating collaboration with various stakeholders and safeguarding the rights of both the agency and its users. The goal was to develop integrated solutions aimed at simplifying and expediting e-government services. The agency's technical team played a crucial role in working with government entities to ensure the compatibility of their software with the agency's platform. Additionally, the team proactively linked service providers within the platform to streamline transactions requiring approvals from multiple departments.

The agency's team initially collaborated with departments providing high-demand essential services, such as healthcare, education, civil records, and driver's licenses. These services were then integrated into the 'Mexico City Key,' a unified digital platform developed by the agency. This platform allows users to create a single sign-on account, providing seamless access to a variety of services. Users can submit applications, pay fees, and securely conduct transactions through a digital wallet, streamlining the overall user experience.

Initially, the 'Mexico City Key' faced public resistance as users mistakenly perceived it as a standalone service or product rather than a gateway to various services. In response, the agency redesigned the service delivery process and user interface in collaboration with relevant departments to enhance the user experience through smoother, more intuitive, and dynamic integration of platform components. As a result, the portal now provides digital alternatives for approximately 75% of all government transactions available to residents.

To ensure accessibility for low-income populations, the agency's technical team designed the platform to be compatible with even the most basic smartphones. Recognizing that affordability of internet access was another barrier, the agency leveraged its resources to build one of the largest free public Wi-Fi networks in the city, with a particular focus on low-income neighbourhoods. This strategic move granted access to more residents.

In less than five years since its launch, the 'Mexico City Key' platform has amassed over six million users, representing an impressive 87% of Mexico City's adult population. During this period, the platform has introduced more than 330 essential government services, significantly streamlining and expediting these processes by reducing the number of required procedures from 2100 to a mere 500. Key factors contributing to this remarkable achievement include the seamless sharing of citizen data across relevant government agencies and the fostering of robust inter-agency collaboration.

A distinguishing factor in the success of the Digital Agency for Public Innovation, setting it apart from most government institutions, has been its adoption of business-like practices to ensure organizational, managerial, and budgetary efficiency. For instance, the agency has implemented project management methodologies to streamline its initiatives and address challenges. This includes clearly defining project scopes, timelines, and responsibilities, as well as establishing accountability for all stakeholders. Furthermore, to reduce costs significantly, the agency has assembled a highly skilled and independent team of technical experts capable of replacing most external vendors typically relied upon by government agencies. This approach has enhanced the agency's reputation as a results-oriented organization. Although the agency's operational costs have been relatively high, its efforts have led to substantial savings for government entities that have developed their digital services.

Beyond mere technological advancements, the Digital Agency for Public Innovation's initiatives have significantly reduced bureaucratic hurdles in Mexico City. By bridging the digital divide, empowering citizens with access to information and civic engagement, and fostering trust in government, these efforts have also alleviated the burdens faced by lower-income communities.

The "Mexico City Key" serves as a cornerstone, not a culmination, in the city's digital transformation journey toward greater inclusivity and social justice.

References:

• https://datasmart.hks.harvard.edu/sites/hwpi.harvard.edu/files/datasmart/files/mexico_city_digital_agency_-_datasmartharvard.pdf?m=1698321906    
• https://bloombergcities.jhu.edu/news/what-we-can-learn-mexico-city-about-digital-transformation
• https://medium.com/@mitgovlab_54449/unlocking-innovation-with-mexico-city-key-808c90324e79