The acceleration of digitalization in public services was particularly driven by the COVID-19 pandemic, which forced governments to continue service delivery without compromising public health. SOL emerged in this scenario as a strategic tool that not only ensures service continuity but also helps close digital access gaps, enabling citizens—especially the most vulnerable groups—to interact efficiently with institutions.

SOL functions as an online platform that connects citizens and public officials from the beginning to the end of each procedure, facilitating service requests, document submission, process status tracking, and the retrieval of results. This traceability substantially improves the quality of services offered, while also generating valuable statistics for decision-making and the optimization of internal processes. Furthermore, it promotes results-based public management and user-centered experiences, both of which are fundamental principles of effective governance.

Designed for implementation across various levels of public administration—from presidencies and ministries to municipalities—the SOL module has been adopted by several institutions in countries such as Honduras, El Salvador, the Dominican Republic, and Equatorial Guinea. For example, the Office of the President of Honduras integrated this tool into its Digital Government Project, while in El Salvador, the Ministry of Education implemented SOL as part of its institutional modernization strategy.

The implementation model offered by UNDP-SIGOB includes not only the provision of the technological platform but also specialized technical and methodological support. This encompasses the identification and simplification of institutional services, training of work teams, and capacity-building to ensure the system’s sustainability. Additionally, audiovisual and documentary materials are produced to facilitate user adoption.

Ultimately, the SOL module is a digital governance tool that addresses the current challenges governments face regarding efficiency, inclusion, and sustainability. Its results-oriented approach, combined with comprehensive technical support, makes it a highly valuable instrument for advancing toward more modern, open, and people-centered institutions.

This article was originally published in: https://documentacion.sigob.org/sistema-de-servicios-online-sol/