Active citizenship
Residents supported in observing and assessing the services they use.
Civic participation · IA INSTITUTO
Cidade Responsiva
Local intelligence that turns participation into response.
Cidade Responsiva connects residents and public management through the Cidadão Auditor platform. Ongoing listening turns perceptions of services and places into indicators, maps and priorities to support municipal decisions and responses.
Explore the programme
PROGRAMME OVERVIEW
A city that listens. Understands. Responds.
A broken streetlight, an inaccessible pavement, a well-maintained square or a bus route that needs improvement. Residents notice signals that do not always reach public managers in an organised way. The programme combines social mobilisation, multichannel communication, geolocation, data analysis and artificial intelligence to sustain informed local listening.
Continuous listening
Regular tasks and surveys maintain connections with the population.
Local intelligence
Perceptions linked to places and translated into indicators.
Response and trust
Organised priorities and feedback that make participation meaningful.
AREAS OF WORK
One programme. Different dimensions of urban life.
Urban maintenance
Lighting, cleaning, road surfaces, pavements, accessibility and upkeep of squares and public spaces.
Mobility
Public transport, bus stops, road conditions and perceptions of service quality.
Health and education
Access to services, user experience, facility infrastructure and school community perceptions.
Environment
Illegal dumping, zoonotic diseases, conservation of spaces and identification of environmental risks.
Safety and local conditions
Perceptions of safety, critical locations, lighting and local vulnerabilities.
Public policies
Citizen consultations, perception surveys and monitoring of municipal programmes and actions.
IN PRACTICE
Cidadão Auditor: the perspective of those who live in the city.
Residents are invited to voluntarily join a civic observation network. They receive guidance, citizenship education and regular tasks with simple questions about their street, neighbourhood and the services they use. Participation identifies both problems and positive experiences.
WhatsApp and SMS
Tasks, surveys and straightforward communication through everyday channels.
Phone and email
Assisted or automated service, content and feedback for different audiences.
In-person outreach
A local presence to strengthen trust, inclusion and participation.
EXPLORE IN DETAIL
From scattered information to public-sector intelligence.
Explore the areas that make up the programme's approach.
Geolocation and heat maps
Geographically linked information makes it possible to visualise concentrations and recurring situations, helping identify areas needing attention.
Indicators, business intelligence and AI
Dashboards organise the frequency, trends and geographical distribution of requests. AI can support classification, correlation and prioritisation; analysing trends can help identify patterns and risks. Public managers remain responsible for decisions.
Municipal Situation Room
The programme can include a physical or digital situation room with maps, indicators, requests and completed actions. This consolidated view helps track where perceptions are improving or worsening and how services are evolving.
Intelligent work orders
Reports can be integrated into municipal service workflows. Urgency, recurrence, location, collective impact, service type and operational capacity guide the organisation of requests.
Executive, legislature and society
Municipal governments can support planning and accountability. Councils and state legislatures can inform oversight, committees and hearings. Universities, civil society organisations and community leaders can join a plural, accessible and non-partisan network.
THE JOURNEY
An ongoing cycle of participation and response.
- 01
Mobilise
Invite residents from different neighbourhoods and areas.
- 02
Train
Guide participants on citizenship, public services and assessment criteria.
- 03
Listen
Send tasks, surveys and questionnaires linked to local realities.
- 04
Analyse
Consolidate information into maps, indicators and dashboards.
- 05
Prioritise and respond
Organise requests and support planning for public action.
- 06
Provide feedback
Share results and responses, strengthening participation in the next cycle.
EXPECTED CONTRIBUTIONS
Participation that builds knowledge and trust.
For public managers
More local information to plan, prioritise teams and monitor services.
For residents
More opportunities to participate and understand the outcomes of their contributions.
For the city
Ongoing knowledge, cooperation and shared responsibility for public spaces.
Operations are designed around each municipality's priorities, services, audiences and capacity to respond.
TRACK RECORD
Experience gained in Brazilian cities.
80,000+
Registered citizen auditors
99%
Geographical coverage in monitored areas
35,000+
Urban maintenance requests during an operating period
85%
Positive assessment among participants
Historical indicators reported in the programme's institutional material. They relate to different experiences and operational scopes; they are not targets or guaranteed results for a new implementation.
EXPERIENCES
Five cities. Different challenges.
Belo Horizonte · Minas Gerais
A pioneering experience in mobilising local residents to monitor urban services and develop recurring participation.
Itabira · Minas Gerais
Situational questionnaires helped reveal local patterns and needs, with communication adapted to local realities.
Santa Luzia · Minas Gerais
Public participation helped improve the programme's relationships and digital accessibility.
Sorocaba · São Paulo
Digital channels and tailored questionnaires expanded assessment opportunities in a large city.
Contagem · Minas Gerais
Outreach through WhatsApp and phone, including monitoring of public transport and municipal bus routes.
IMPLEMENTATION
Operations designed for each local context.
Assessment
Review of the area, services, systems, channels and local priorities.
Operational design
Definition of themes, audiences, indicators and response workflows.
Configuration
Configuration of Cidadão Auditor and engagement channels.
Outreach and training
Building the participant network and preparing teams.
Operations and intelligence
Listening rounds, tasks and assessments, consolidated into maps and dashboards.
Monitoring and improvement
Continuous evaluation and operational improvement.
WATCH
Cidade Responsiva on video
Cidade Responsiva · Cidadão Auditor
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Keep exploring the programme.
Learn more about Cidade Responsiva's methodology and track record.
LET'S BUILD TOGETHER