Ventanilla Única

A 90-minute, 4-round Express simulation from the seat of the coordinator of a Colombian municipality's one-stop citizen-service office, from February 2027 to June 2028: finding where the time goes by measuring arrivals, service times and the returns that are failure demand, redesigning the high-volume procedures end to end, running a turn system and staffing the counters to the arrival curve inside the legal duties of attention, answering petitions in substance and on time, digitising with adoption in mind through an assisted channel, measuring citizen satisfaction and acting on it, and sustaining the front-line team through the change of government.

Leidy Johana Caicedo Urrego (fictional) runs the Centro de Atencion al Ciudadano of the fictional municipality of La Esmeraldina: 14 counters, 138 procedures and about 1,450 visits a day.

You decide how you find out where the time goes and how the procedures are redesigned, which turn system you run and how you staff the counters, how you answer the petitions and what you take online, and how you measure satisfaction and sustain the team.

Scored on your office run with its data, the chance of reaching June 2028 with most procedures resolved in a single visit, the public value protected, your team's energy, citizens' trust, legality and control, and open risk; two shortcuts (a paid preferential turn sold by a private operator, and petitions marked answered when only forwarded) look like winning and cap the score. ES (Colombia) primary, EN parity.

An intermediate simulation for participants who already know the core concepts of the subject, designed for master's and MBA programmes.