2024 Award "Best Practice in Citizen Participation"

18th Edition

Phase 6 of 7

Publication Preparation 08/09/2024 - 15/10/2024

Process phases

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Nuevo León: You are not alone: coordinated care for women in situations of violence

Official proposal

14/05/2024 18:16

‘You are not alone’ is a public transformation initiative in the state of Nuevo León, Mexico, to address with institutional coordination a profound and often normalised social problem such as violence against women. This public policy allows women in situations of violence to access diverse and timely resources in a remote and uninterrupted scheme (24/7) through two service platforms: 9-1-1 (for emergencies) and 070 (for counselling and orientation).

On the other hand, it provides the public administration with unprecedented capacities to accompany them and serve them efficiently by integrating the capacities of different governmental agencies. Coordination has increased the volume and quality of services provided (+77,000 interactions in the first 20 months), but also facilitates analysis, continuous improvement and evidence-based decision-making.

Twenty months after the start of the practice, some of the impacts are as follows:

1. Integration of an effective care model with statewide coverage and 24/7 scheme that connects the capacities and resources of each dependency breaking administrative silos.

2. Facilitating women's access to the service, simplifying its activation to a call to 070 or 9-1-1. Mass dissemination of these lines through a campaign in various media.

3. Optimisation of reception, initial attention and follow-up processes, including the design of a shared computer system between agencies that improves coordination, efficiency and analysis tasks. The new processes incorporate a gender perspective and develop human talent.

4. Significant increase in the number of services provided; in the first 20 months of the collaboration, more than 77,000 calls were received and managed and more than 8,000 women activated an accompaniment service.

5. Permanent inter-institutional coordination mechanism that analyses the different phenomena and activates actions for continuous improvement. Among them, the activation of a complementary service of containment for masculinities and attention in Náhuatl directed at indigenous communities.

6. A paradigm shift in public service from witnessing the problem to collaborative facilitation of the solution.

7. Scalability of the model with the integration of municipalities and other institutions to expand care capacities and avoid duplication of activities and re-victimisation.