Accenture global cities forum - Mexico City: exploring people’s perspectives on the role of government

Accenture global cities forum - Mexico City: exploring people’s perspectives on the role of government
Document type
Corporate author(s)
Accenture Institute for Public Service Value
Date of publication
1 April 2010
Institute for Public Service Value
Management & leadership: including strategy, public sector management, operations and production
Business and management
Material type

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This study reports detailed observations and findings of the Global Cities Forum held in Mexico City in 2009. The Accenture Institute for Health & Public Service Value designed the study as a series of citizen panels in world cities. Each Forum includes around 70 local residents randomly selected to represent the city’s demographics, providing strong, qualitative insight into what people think about government and public services and how they judge public value. The participants to the forum identified the main issues affecting the city which they described as insecure, complicated and chaotic. Participants were asked to think and talk about public value from three different points of view: that of service user, taxpayer and citizen. In their discussions and role-playing activities, they acknowledged the tensions among those perspectives. But through deliberations, they were able to agree on the general principles of public value that should guide government in improving quality of life for all citizens of Mexico City (equality and fairness, accessibility, honesty, transparency and accountability; and customer focus) and provided a clear ‘to do’ list for the government of the city:

  1. Address the root causes of crime by improving people’s financial situation and fostering civic responsibility; improve police capacity, allocation, training and resources; and introduce measures to reduce corruption.
  2. Improve the quality and accessibility of health services; reduce bureaucracy; improve customer service; set and enforce minimum standards; and invest in prevention and education programs to reduce demand.
  3. Invest in upgrading infrastructure; train and equip emergency response teams; make provisions for shelter and basic needs; and educate people on preventing and minimizing the impact of disasters.

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