Technological Communication Model to Improve Citizens’ Trust in Municipalities by Reporting Failures in Municipal Public Services: An Open Government Proposal, Using Mobile Devices

By 2021 it was estimated that there were about 88.6 million mobile phones with mobile telephony, this only in Mexico. From this point, there is a similar advance in the way of governing in the country, which is known as open government, which calls for the use of technologies in different media, there are eight categories where the government has implemented technology, but there is one in particular which has not been taken seriously, which is the attention and citizen participation. This is one of the reasons why a technological communication model is proposed for citizen attention and participation, looking for their interaction with the government in turn. Based on the information municipalities have on their transparency websites, there are reports of public service failures by the population. Still, they do not impact citizens’ trust in the municipalities. Implementing this model will contribute to the immediacy of the process, as it would allow citizens to report service failures that the city provides expeditiously and at any time. In addition, access to communication between citizens and the City Council, in this case via technology, will allow for a closer relationship between both stakeholders. This model of communication through the use of a technological tool allows the ubiquity of the system, as it is available all the time. This situation will allow the implementation of m-government in this municipality.