The Puntos GOB, led by the Government Office of Information and Communication Technologies (OGTIC), is an innovative initiative transforming public service delivery in the Dominican Republic. By centralizing high-demand services from various institutions in one location, it offers citizens efficient and dynamic access, minimizing the need for extensive and costly travel.

The purpose of this process is that citizens no longer act as messengers for the state, simplifying procedures and avoiding movement between institutions for services.

Since 2023, Puntos GOB has saved citizens approximately USD $5,426,168.65. In 2024, it served 1,033,253 individuals and managed 1,398,429 government services. This tangible impact underscores how Puntos GOB fosters innovation, bridges the digital divide, and enhances mobility and productivity.

Aligned with the Digital Agenda 2030, Puntos GOB promotes transparency and citizen-centered governance by providing equitable access to essential services and optimizing state resources. Its success exemplifies how technology and public administration collaborate to improve citizens' lives significantly.

https://ogtic.gob.do/punto-gob

• Dominican Republic

• Youth
• Older persons
• Women
• People with disabilities
• The unemployed
• The poor
• Migrants
• Remote and rural communities
• Every Dominican citizen or permanent resident who resides or not in the Dominican Republic.

Yes, the Puntos GOB project is highly replicable. OGTIC has designed the initiative with scalability in mind, ensuring that it can be expanded to reach provinces in the Dominican Republic with a high demand for access to governmental services. Currently, there are six operational centers strategically located in Distrito Nacional, Santo Domingo Oeste, Santo Domingo Este, Santo Domingo Norte, and Santiago. These centers have proven successful in centralizing services, improving accessibility, and enhancing the citizen experience.

Based on this success, OGTIC has planned the expansion of Puntos GOB to strategic provinces such as Punta Cana, Puerto Plata, and San Francisco de Macorís, among other locations. Additionally, the establishment of a Punto GOB at Las Américas International Airport is being considered. This airport is the second busiest in the Dominican Republic, with 5,490,334 passengers recorded in 2023. This model stands out for its adaptability to local needs, economic sustainability, and ability to foster inter-institutional collaboration, ensuring high-quality and accessible services nationwide.

The model can be tailored to the specific needs of different communities, whether in urban, rural or remote areas. The project is supported by agreements between different government institutions, which ensures a wide range of services.

The training programs for hired personnel are designed so that they can be implemented in any community. Educational materials and methodologies can be reused or adapted.
The project includes performance indicators that allow monitoring its impact, providing valuable data to guide its replication in other contexts.

Lessons learned and documented good practices facilitate their adoption by other interested entities.

Although the basic design is replicable, the project allows services to be customized according to the specific priorities and needs of each community, ensuring their relevance and acceptance.

The Puntos GOB project is sustainable due to its efficient use of resources, cost-effectiveness, and alignment with the 2030 Digital Agenda. By centralizing services, reduces operational costs for institutions while saving citizens time and money—an estimated of USD$ 5,426,168.65 since 2023. Also, its growing demand, with 784,789 citizens served in 2023, highlights its relevance and long-term viability.

As well, To implement this initiative, a self-sustaining model has been established under the principle of efficiency outlined in the Constitution of the Dominican Republic. This approach acknowledges that public institutions operating independently would incur significantly higher expenses if they established their own offices.

The following table illustrates the expenses a public institution might face to establish operations, amounting to $12,557 USD per month or $150,680 USD annually. If multiplied across 19 institutions, as seen in Punto GOB Sambil, the total could reach approximately $2,862,920 USD annually or $14,314,600 USD over five years. This level of individual spending limits access for citizens, necessitating long travel times and extended waits, increasing the cost-benefit ratio for accessing public services.

Table: Estimated Expenses for Institution X Operating Its Own Facility
-Item: Values in USD
-Space: 79 square meters
-Rent: $3,367
-Maintenance: $168
-Electricity: $688
-Internet/Telephony: $1,667
-Parking: $1,667
-Payroll (3 service reps, 1 supervisor, 1 security guard, 1 admin assistant, 1 janitor): $5,000
- Total: $12,557
Estimation based on current values.

This model is based on two core components: OGTIC and the Institution . OGTIC serves as the coordinator, facilitating public service delivery by formalizing rental agreements for high-traffic commercial spaces hosting services like banking, telecommunications, and public utilities.

Yes, the Puntos GOB project aligns with WSIS values by promoting an inclusive Information Society where technology bridges the accessibility gaps, particularly for marginalized communities. Moreover, it reflects WSIS principles by improving access to public services through ICTs, enhancing digital literacy, and fostering equitable development. The initiative addresses the digital divide by centralizing services in accessible locations, empowering rural and marginalized communities, and promoting sustainable development. Its focus on efficiency, transparency, and citizen-centric governance exemplifies the synergy between technology and public service, aligning with WSIS’s mission of inclusivity and empowerment.