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Consejo Ciudadano de Seguridad P煤blica y Procuraci贸n de Justicia del Distrito Federal

To go from the protest to the proposal towards the action


Copyright © Consejo Ciudadano de Seguridad Pública y Procuración de Justicia del Distrito Federal Amberes 54, Colonia Juárez C.P. 06600, México D.F. Tels. 5533-5519 Citizen Line Phone: 5533-5533 First edition, october 2011 Printed in México Reproduction of all or part of this work, citing the source and providing appropriations Copy of freely distributed Information: Coordinación de Comunicación Social, Jorge García Mendoza English version: Rosa Carrillo & Carmen Cid del Prado Illustrations: Sergio García (Consejo Ciudadano) and Wasabe Comunicación Editorial development: EIKON ( Photography: Eloy Valtierra Ruvalcaba Design and production: Liliana Contreras Villalpando and Amílcar Salazar


INDEX COUNSELORS ................................................................................................................. 6 DIRECTORY ..................................................................................................................... 7 MESSAGE FROM THE PRESIDENT ........................................................................... 8 WE ARE GENERATORS OF TRUST ..........................................................................10 YOUR CITIZEN AGENTS ......................................................................................... 12 CITIZEN LINE PHONE: 5533-5533 .......................................................................... 14 ALERT FOR CAR ROBBERY ...................................................................................... 16 CRIMINAL RATE REPORT (RINDE) ....................................................................... 17 PROTECT OUR AIRPORT ......................................................................................... 18 CITIZEN REPORT ....................................................................................................... 20 NO MORE TELEPHONE EXTORTIONS ................................................................ 22 MP VIRTUAL TELEPHONE ...................................................................................... 24 SILVER LINE ................................................................................................................. 26 CITIZEN EVALUATION OF THE POLICE .............................................................. 28 MOBILE REPORT ........................................................................................................ 30 AGREEMENT VS. STOLEN CELL PHONES ........................................................... 31 CITIZEN CAPITAL ...................................................................................................... 32 PRESENTATION .......................................................................................................... 35 TRASH IN ITS PLACE ................................................................................................. 36 CHEWING GUM INTO THE BIN ............................................................................ 38 COLLECT YOUR DOG FECES ................................................................................... 40 NO PAINTING OR GRAFFITI PRIVATE AND PUBLIC PLACES ....................... 42 SOBER AND SAFE DRIVING ..................................................................................... 44 USING THE SECURITY BELT ................................................................................... 46 RESPECTING PEDESTRIANS AND TRAFFIC SIGNS ......................................... 48 RESPECT OF WOMEN IN THE TRANSPORT AND STREET ............................. 50 RESPECTING RESERVED AREAS FOR PEOPLE WITH DISABILITIES .......... 52 DO NOT WASTE WATER ........................................................................................... 54 PROTECTING MY NEIGHBORHOOD .................................................................. 56 PROTECTING GARIBALDI ........................................................................................ 57 PROTECT OUR YOUNG PEOPLE ............................................................................ 58 TOGETHER AGAINST THE BULLYING ................................................................ 60 WOMEN TRAVEL SAFELY ......................................................................................... 62 SAFE FOREIGN BUS STATION .................................................................................. 64 YOUNG PEOPLE OF CHANGE GENERATION .................................................... 66 POINT OF CONTACT ................................................................................................. 66 MOBILE CITIZEN COUNCIL ................................................................................... 67 CITIZEN REPORT (REC) ............................................................................................ 68 SAFE TAXI ...................................................................................................................... 69 GRAPHIC MEMORY ................................................................................................... 70 EFFORTS PUT TOGETHER ....................................................................................... 76 CITIZEN CAPITAL / ACKNOWLEDGEMENTS ................................................... 78


COUNSELORS Elena Azaola Garrido Investigadora y académica

Abraham Neiman Cemaj Ciudadano de Miguel Hidalgo

Juan de Dios Barba Nava COPARMEX

Arturo Oropeza García Instituto de Investigaciones Jurídicas, UNAM

Alfredo Carrillo Chontosky Academia Nacional

Marcos Pascual Cruz Sector Farmacéutico

Héctor Chico de Goribar Ciudadano de Álvaro Obregón Luis Gómez Sánchez Empresas Globales Xavier Hernández Castanedo Consejero Secretario

Antonio Pascual Feria ANAFARMEX Mario Piazzesi di Vallimosa Empresario Joaquín Quintana Pérez Convivencia sin Violencia

Alejandro Kuri Pheres Centro Libanés

Ismael Rivera Cruces Asociación Nacional de la Industria de Discotecas, Bares y Centros de Espectáculos

Víctor Lachica Bravo Inmobiliario

Héctor Rodríguez del Castillo Asociación de Padres de Familia

Francisco Javier Lara Estrada Asociación de Padres de Familia

Carlos Romano Mussali Grupo Atención

Ernesto López Rojas Cámara Nacional de Autotransporte de Carga

José Elías Romero Apis Academia Nacional

Luis Madrigal Barra Mexicana de Abogados

Adalberto Santoyo Aztivia Voceadores

Guillermo Martínez Cortés Abogado Amando Mastachi Aguario Notario Arturo Mendicuti Narro CANACO Beatriz Mendívil de Holtz Mujeres Libres de América Gabriel Monterrubio Ortega Fundación Paralife Ángel Toledo Mussi Comerciante Rosa María Navarro Álvarez CANACINTRA

José Ignacio Sentíes Laborde Notario Lucía Siller Rodríguez Pro-Coyoacán AC María Ynés Solís González Ciudadana de Cuauhtémoc Genaro Villar Gavito Consultor en seguridad Luis Wertman Zaslav Consejero Presidente Roberto Zapata Llabrés Turismo Alfonso Zermeño Infante Presidente de la Comisión de Asuntos Americanos de la Unión Internacional del Notariado



Xavier Hernández Castanedo COUNSELOR SECRETARY

Paola Aceves Sandoval


Ruth Delgadillo Martínez


Jesús Villareal Ávila ADMINISTRATOR

José Henio Plascencia Hernández. JURIDICAL COORDINATION

Yosahandi Mirón Cuesta


Jorge García Mendoza



Amberes 54, Colonia Juárez, C.P. 06600, México D. F. Tels. 5533-5519 Citizen Line: 5533-5533 Text message (text, photo or video): 5533 Facebook: ElConsejoCiudadanoDF Twitter: @elconsejodf





was born in Mexico City. I firmly believe in the culture of citizen responsibility a space where every person grows with respect and solidarity to one another in order to create progress, good fellowship of coexistence, all this improve our life quality. That is why, I would like to share with you that the Citizen Council is the result of a conviction: to walk together with many other fellow citizens; it is also an honor, a privilege and the opportunity to give a contribution to our society. The conviction is – quoting Albert Einstein – by keep on doing the same, we are not going to obtain different results, when these results have not been satisfactory. I think that indeed, the small actions generate big changes and solutions, as we have already demonstrated. As of today at the Consejo Ciudadano de Seguridad Pública y Procuracion de Justicia de la Ciudad de México (The Citizen Council of Public Security and Justice Diligence of Mexico City), we have a consolidated unique and successful experience at the local, national and international level. We are daily in direct touch with our partners: the citizens; we have the capacity of assisting 24 hours throughout the 365 days of the year, so this is a unique exercise that has created support, knowledge and information among citizens. Our team is committed to people, prepared with good willing towards the citizen in Mexico City and why not, also towards the entire Mexican Republic. Because we are citizens that work with, and for the citizens. We have created trust, we have done that crime report is easy and accessible; we have created mechanisms and tools from the Twenty First Century, always with the security and confidentiality that is required and, therefore, we have abandoned the individualism, showing that we are a whole society that is searching the best improvement constantly. The organization has only been possible due to the participation and constant compromise of lots of people. As a council member, I recognize the participation of all counselors who have provided their participation, in a volunteering and an honorable manner, this inspire us to strengthen our compromise in order to make this city the great citizen city. Today we present ourselves as an organized society that can make changes. In collaboration with the authorities and government, showing that these changes are for good, because we have created a model of success.

Luis Wertman Zaslav Council President




n the Citizen Council, we made our job with high compromise to respond with respect and efficiency to everybody, we listen to their problems, their proposals and needs. Our team is part of a chain of citizens’ achievements, which joins us day by day. We work to provide assistance to people through different ways of contact, all this with the objective to be a bridge between citizens and the authorities.

We are magnifying our organization capacity, ways to send proposals and take actions as a civil society. During these years, we have listened to the emotions, the pain and the better possibilities for the citizens, has become a lifestyle project to empower citizens. When we started to work there were very few steps. Today we can say that, in The Citizen Council we have a defined way ahead with great responsibility and we want to go together, because we are a single society. In this way, we go forward based on the principle which we were started: to go from the protest to the proposal and towards the action. In the upper image the Council’s Secretarial area, appears (from left to right), Maria del Carmen Barraza, Maria Esther Maldonado and Silvia Toledo Manzo. On the left photo, (left to right), Jorge Bugarin Pimentel, Information Technology; Ruth Delgadillo Martinez, Psychology Coordinator; Jesus Villareal Avila, Manager; and Adela Alvarado Bernal, Public Relations.


Jose Henio Plascencia Hernandez, Juridical Coordination; and Yosahandi Miron Cuesta, Public Relations.

From left to right: Paola Aceves Sandoval, Program Coordinator; Jorge Garcia Mendoza, Communication Coordination; and Libier Sanabria RamĂ­rez, Programs Coordination.

Figures (left to right), Mizraim Partida Cano, Information Technology; Diana Valencia Tobon, Psychology; and Juan Espinosa Luna, Manager.


Young trained professionals offer a warm and trustworthy service. They are citizens, to whom you can trust.



n their consolidation, the Citizen Council has made a fundamental contribution to the trust that people has put into the chain. It is all about the citizen agent figure, which main concept is to work in pairs, with gender equity, constant preparation and update in the fields of law and psychology. The citizen agents are young professionals who have the ability to contain the emotional state from a person that suffers, or has suffered an incidental transgression, to offer the support and juridical advice to whom needs it. The Citizen Agents lead actions in different programs, one of them, – Council pioneer - is known as a Citizen Report, where a home visit is made to a person who requires attention after a home burglary.


Then, they make an emotional contention to the event and, using the technical equipment, they carrying, they make a linkage video from the affected person’s house, together with the Ministerio Público (Public Minister) to start the previous inquiry. It is the of technology and the ability to handle situations by the Citizen Agents, what it defined one of our objectives: to link and coordinate the citizen with the respective authorities. In a daily manner, among other actions, they work in a service desk located in several metro stations (subway) and foreign bus stations; they lecture people about preventive workshops in neighborhood or companies; and they escort citizens who require help in order to present a report or ratify it in the presence of Agencia del Ministerio Público (Public Minister Agency). Throughout this memories you will get to know the coming generation of a new citizenship culture. They are our future leaders.

The Citizen Agents support you in order to saveguard your rights and your integrity.




very day the Citizen Council gets in direct touch with people, who needs support, orientation and seek for a trust space to make a report or to make a claim for an improper situation. Here they do that in a secure and accessible way. “The Council” works 24 hours 7 days a week to assist the citizen line: 5533-5533 with trained professionals which conviction is to help the citizen’s needs, as well as provide advice in prevention and safety subjects. “The Council” does not substitute neither invades the activity that concerns to the authority. It works as a bridge between the citizens who are the victims of the delinquency, those who have the conviction to prevent and report.

“The Council” reviews all the reports and the follows up that the citizens are assisted, creating useful information about every case. The telephone number 5533-5533 is the way of communication for people to report telephone extortion, bullying cases, failures in the city goods, assistance to old people, it reports bars that work out of the rules, or promote sex trade and are involved with crime issues, among others. The citizen line attends phone calls related more than twenty programs that work within “the Council”. The Council professionals are able, for instance, to assist people, that have in curse an extortion attempt in their telephone line. The current installed technological equipment allows us to operate two call centers, which appears in the image with 40 positions with the possibility to receive up to 46 thousand calls per day. The personal works by shifts, during weekdays and weekends. On 2009 during the appearance of the swine flu, we provided attention to more than 30 thousand calls, we followed up, together with the doctors that came to our offices, which resulted in the canalization of only 3 real cases. In the contact center we always have immediate access to the Secretaría de Seguridad Pública (Secretary of Public Security) and the Procuraduría General de Justicia (General Diligence of Justice), both in Mexico City, with the purpose to attend promptly to real telephone extortion cases, kidnapping or other cases that demand immediate attention. During four years, more than 650 thousand calls have been attended. In the telephone line: 55335533, we are ready to attend them.

The best tool for the citizen’s complains: 5533-5533


“The Council” has two call centers that work on a basis of 24 hours shifts, throughout the 365 days of the year.





n order to increase the possibilities to recover a robbed car and do an immediate searching, the Citizen Council has developed this program which activates the authority’s reaction. If a driver is a victim of car robbery, with or without violence, the person can call the citizen telephone line 5533-5533, where an operator will request his name, address and telephone number to keep in touch with them in a necessary case. It is also essential to provide information about the car such as the plate number, brand, sub brand, model, color and any particular characteristics, as well as the address and hour when of the event took place.

The information is filled in by a council contact center operator on a screen that is immediately sent to the authorities in order to transmit by radio the characteristics of the recently robbed vehicle. In this way, the alert and the searching of the recently robbed car begins in a shorter time and it starts when the affected person calls the Council Citizen, this action increases the possibilities of fast recovery of the vehicle. The citizen should present his report to the Ministerio Publico (Public Minister), the Citizen Council can also support him with this, and, in its case, the car is insured, he will also have to report it to the respective insurance company to complete the report.


1 5

3 4

1 Llama inmediatamente al 5533 5533 del Consejo Ciudadano 2 Deberás informar los siguientes datos:


Modelo, Marca, Nombre, Teléfono, Dirección 3 El operador envía la alerta a la Policía de Investigación, vía red En menos de 3 minutos, la Policía de Investigación emite la alerta, vía radio 5 Las patrullas entran en alerta





he Criminal Rate Report offers the citizens the information in a clear, truthful-way with easy access to the information of the 14 major social impact crimes that are registered by the authorities. Due to the difficulty of having at hand the recent and simple statistics, “the Council” obtained the authorities’ compromise to publish those figures every two months and present them in a transparent manner. The RINDE program was developed in conjunction with Procuraduría General de Justicia de la Ciudad de México (Mexico City General Diligence of Justice) and the Secretaría de Seguridad Pública Local (Local Secretary of Public Safety) in order to deliver comparative information with previous year’s similar periods. In order to achieve these goals, we agreed and designed, together with the authorities a Statistic Protocol that is ruled by the openness to inform to our partners, the citizens. The Statistic Protocol considers as a starting point the year of 2010, to carry out the comparison in equal periods; to refer to the 14 crimes, known for their high social impact, named this way because of the ofence that creates in the society; and every crime measurement will be identified by colors in the following way: The decrease criminal from -0.1 to -5 per cent represented by green color; variation from 0.0 to 5 per cent will be marked in yellow color and the increments from 5.1 per cent and more, will be identified in red color. This program emerges from the received comments of citizens, who had several information sources and it was difficult for them the interpretation, so it affects the individual and collective perception. So, RINDE is a scheme of simple information, easy to access, clear and transparent that explains the statistic security situation.

Presentation of RINDE Program in Universidad del Valle de México (Valle de Mexico University) installations.

The reports are available to all people, in the Citizen Council website: The authority’ compromise the crime that presents increments, according to the two-monthly measurement, is to establish immediate actions of prevention and security. “The Council” does not invade the authorities duties, so in that way the information is required and is originated from the Política y Estadística Criminal de la Procuraduría (Politics and Statistic Criminal of Dilligence), Subsecretaría de Información e Inteligencia Policial de la Secretaría de Seguridad Pública (Sub-secretary of Information and Intelligence Police of Secretary of Public Security), as well as the Sistema Nacional de Seguridad Pública (National Public Security System).





constant work for over more than 30 months has permitted to place the Mexico City International Airport (AICM) as one of the safest terminal in an international level. The reduction of the impact crime from 25%; the erradication of the high impact crimes against the users; the elimination of pirate taxis and the arrangement of the outskirts zones are some of the achievements reached in this period. Protect our Airport is a Citizen Council initiative, an unprecedented program, where a civil society organism announces and coordinates the authorities work from Mexico City government to improve the safety conditions of a determined place. Protect our Airport is a successful program, since not only has achieved to eliminate the robbery to users in the currency exchange, that it was already increased, but also has achieved the reduction of other type of illicit. Meanwhile, in the neighborhood that is situated around the airport, the crime decrease average is 25 per cent during the consecutive two years, turned it in one of the city zone, where it has more reduced the crime in this period. The authority has arrested more than 300 persons because of several illicit, it has dismantled gangs dedicated to robbery to exchange centers users, it has sent 123 vehicles that would offer taxi service in an irregular

way; it was carried out mega operatives to reorder and improve the public space. One of the most relevant achievements was the recovery of 219 luxurious watches traded in the Historic Center establishments, due to the detention of a person dedicated to steal these accessories to air terminal users. These are the results of more than 120 workshops, where the Citizen Council installations are the reunion point, week to week, to guarantee the follow up, to test and analysis the new actions that can undertake to improve the security, to promote the prevention, to work in the justice diligence and to suggest actions to the urban improvement. The workshop is carried out with the presence of 17 local and federal dependencies that work for the security and provides justice inside the airport and the around neighborhood. Its success has had international recognition, so it was introduced and awarded in the International Seminar of Airport Cities in Brazil, with the attendance of about 50 mayors, administrators and prefects from Latin America airport cities. The Program pattern will be adopted in Brazil, in the celebration of World Football Championship on 2014 and the Olympic Games on 2016.

If as a society we denounce, we can also demand results to the authority


The Program Protect our Airport covers the terminal I and II, and achieves a reduction of 25 per cent of crime rate. At the top, room dividers installed by “the Council� initiative, protect the clients privacy of Currency Exchange offices.





he Citizen Council always innovates in the report process; in this case, to start a preliminary inquiry because of a robbery without violence at home or in a business place. The mechanism is unique in the country. The Citizen Report program allows the affected person accepts, at his home, the visit of a couple of Citizen Agents, whom, with the use of technology, realize a videoconference so the victim can be linked to Agencia del Ministerio Públi76% of people have co (Public Minisrecourse to us when ter Agency).

they start a previous inquiry

The Citizen Agents assist the affected person in case of suffering nervous crisis, as well as, help him to face the legal process. The Citizen Agents are Psychology and/or Law professional, they go to the citizen houses, if it is needed, and they bring computer equipment and internet connection.

The visits are originated at the reception of the call in the Citizen Line, 5533-5533, that attends 24 hours, 365 days of the year. The program has permitted that 76% reported cases by the victims to “the Council” become a previous inquiry, with the support of the citizen organism. Registered in a careful manner by our Citizen Agents, the home visits are realized inside Mexico City, and inside its 16 regional offices. The vehicles, in which the Citizen Agents drive, are properly labeled with the institutional Council image to identify them better. Before entering to the denouncer home, the Citizen Agents confirm the information and the access conditions; searching, of course, to establish a trust circle with the victim. The Citizen Agents visit homes, requested by the affected part, and fulfill the details. They can go with the victim to Agencia del Ministerio Público (Public Minister Agency) or, as well as, establish a remote link via internet. The victim signs his initial approval statement, accepts to be available to go in other time to the investigation agency, with the purpose to ratify the facts. Besides the declaration format copies, the Citizen Agent delivers to the affected part a folio number, which a person will be able to follow the process, in the Citizen Council, as well as, the ministerial authority.

Together against crime, we do better


With a modern and unique scheme in the country, we attend you at your house so you begin the previous inquiry, via videoconference, in case of home robbery.

50% of the cases were attended in the victim’s house





his program was started on December 2007, is an emblem of the service that “the Council” offers and has provided recognition by the citizens. The service, which offers in Citizen Line 55335533, emphasizes that the 98 per cent of extortion attempts are avoided, thanks to the support and orientation of the professionals. As well as the Council competence area is Mexico City, it has received calls from the 31 states and it offers attention and support, including during the current extortions. In this subject, 98% of extortion the population has reached such attempts have been of knowledge avoided that at the end of 2010 and during 2011 achieved a decrease of seven per cent in the numbers of accomplished crimes. “The Council” considers the figures are a success sample of an action between citizens. In relation to the extortion modalities, the first six, and due

to the amount of attempts, are: the text message writing the victim about a supposed prize; in second place, the call about a supposed relative kidnapped; in third place, the relative that comes from abroad; in fourth place, the prize winner via telephone; in fifth place, the kidnap threat; and in sixth place, the supposed members of a crime group. The 11.5% phone calls to the Citizen Line come from the states and 83% of them are from Mexico State. We register the use of more than 50 thousand telephone numbers from where it has done extortion attempts. Outside Mexico City, there is no citizen effort like this organism to attend this crime. Recently, the Citizen Council signed an agreement with Consejo de Seguridad del Estado de Campeche (Campeche’s State Security Council), and join efforts to combat this crime in that entity, opening the telephone line 01 800 2772272, so the Campeche people can report this kind of crime. The dialing of the number will allow any Campeche citizen call to be linked in a direct way with Mexico City Citizen Council, where it will give them the support, as it is done with the Mexico City population, with legally and psychological attention during 24 hours seven days a week. The information created by the Citizen Council is shared in an immediate way, electronic via, with the Procuraduría del Estado (State Diligence) for its attention, and always under the protection of the denouncer confidentiality. It has realized an exchange with others entities to know the work concept.

We are an easy bridge of a simple, flexible and reliable report


¿Qué hacer en caso de EXTORSIÓN TELEFÓNICA? En caso de recibir mensajes extraños en tu celular... NO LOS RESPONDAS Si te llaman diciendo que eres ganador en una rifa... CUELGA INMEDIATAMENTE Si te llaman y dicen que tienen a un familiar secuestrado... MANTEN LA CALMA Y UBICA A TU FAMILIAR Este tipo de delincuentes también utilizan el pretexto de un familiar en problemas... EVITA DAR CUALQUIER INFORMACIÓN Ante amenazas de diversas índoles, incluyendo la de supuestos cárteles delictivos... IGNÓRALAS Y CUELGA

Don’t get caught in a hook. The best weapon against the extortion is you. Hang up and call the Citizen Council.





n times of new technologies “the Council” does not forget that there are citizens without the practice, the liking nor the resources to use them. But, they are citizens that require the attention and the direct contact, for example, to make a complaint or start a special report. The MP Virtual Telephone works calling to 55335533 and the Council professionals receive it and send it to the Agentes del Ministerio Público (Public Minister Agents). By this way, it can access to the service from home or the office, from a local telephone or cell phone. The users’ experience have been positive with their com-

ments when they fulfill our output survey. Although they can use the internet service, they prefer to use the telephone. The program is based on the Virtual MP that the Procuraduría General de Justicia de la Ciudad de México (Mexico City General Diligence of Justice) that operates and begins an inquiry for a dispute of no serious crime, as the property damage, sexual attack, break-in, among others, or as well as a special act to recover official documents, as 96.5% of the users the passport or the have decided to IFE identification. In this case, after bebegin a previous ginning the proceinquiry dure, the denouncer is given a folio number and it is pointed out where the nearest Agencia del Ministerio Público (Public Minister agency) is in order to carry out the confirmation, a legal act that provides validity to the process. The MP Virtual telephone has been recognized as one of the best citizen support program in the country, by the Instituto Mexicano de Teleservicios (Mexican Teleservices Institute) that is a regulatory organism of the services quality in contact centers. The prize was obtained because of the advantages that offer to the citizens, due to the simplicity of the procedures that in a general manner, were more complex. By this way, ”the Council” begins 13 special acts or disputes by day. This program has more disputes than special acts, that is to say, people goes to the citizen organism because of situations that affect their integrity or their patrimony, instead of the loss of documents. The program Mejor Estrategia de Servicio (Better Service Strategy) obtained the National Excelency Award in the Relation Company-Client and Contact Center in its 6° Edition, 2011. With this, we have already 4 awards during three consecutive years.

We citizens passed from the protest, to make proposals and then to take actions


52.5% of the previous inquiry were about dispute 47.5% of special acts were of loss documents





society should be evaluated by the care and respect that gives to the old people. The deserving deal to this part of the population has to be a permanent action as an organized civil society. That is why, the Citizen Council offers, together with the Instituto de Atenci贸n a los Adultos Mayores de la Ciudad de M茅xico (Mexico City Attention to Old People Institu67.5% of the te), a specific telephone service that helps them users are between 66 to 80 in psychological crisis moments or when they years old need legal orientation or others.

In Silver Line, specialists in Psychology and Law, who are trained, to attend to old people; attended

the calls due to the abandon, mistreatment problems, loss of official documents or extortion attempt, among others. The service attends 24 hours seven days of the week in Citizen Line 5533-5533. Every four hours an old person is supported to solve their necessities by this via, so it shows the acceptance and the program opportunity. One of every three calls have been done to get information from the programs that the authority offer to their benefit and other third to get legal advising, mainly because of patrimony character conflicts. The Citizen Council has attended people who are from 60 to 94 years old, and emphasizes that 67 per cent of the users are between 66 and 80 years old. Over the old people life conditions, we have, for instance, that only 2 of every 10 of them have some medical suffering, diseases more common are the diabetes and hypertension. Besides two of every ten people live alone, the rest lives with their family or their loved ones. A curious data, it has been received calls from 5 of the country states; M茅xico State, Hidalgo, Puebla, Jalisco and Oaxaca, so it is said of the necessity of a national or state service that this sector of the population has. Silver Line helps to have more specific information about the problems that the old people have and support the direct attendance policies that the Instituto para la Atenci贸n de los Adultos Mayores (Attendance for Old People Institute) carry on.

33% people request information about the authority benefit programs

The right development of a society is measured by how we take care of our old people


The Citizen Council carries out different events with the objective to raise socially the old people figure.

El 27% han solicitado asesoria juridica, principalmente por problemas de carรกcter patrimonial

This effort goes to the relatives too and the personnel that takes care of them, with the purpose to consolidate a great protection circle around this vulnerable group. In the image appears, in first place, a specialized group of persons who take care of the old people.




The Council”, with the record participation of 3 million 520 thousand citizens, has done in two occasions the citizen evaluation of the Mexico City police, unprecedented opportunity, to know the performance of the responsible to offer security and provide justice. In the survey, carried out on 2008, participated one million 600 thousand citizens, and on 2009, one million 920 thousand, that it was allowed to have an X-ray of the city police. By this way, Mexico City is the only city in the world that evaluate their preventive police, their investigation police, Agentes del Ministerio Público (Public Minister Agents) and every security area, that has in charge of the patrimony and the care of the citizens. The evaluation is the existing sample more representative of the citizen opinion about the police force in Mexico City, with a coverage in one thousand 753 neighborhoods in 16 delegations. Besides this survey helped to award a total of one thousand 431 polices, summing up the two editions, to whom the citizen considered with a outstanding behavior; which 43 repeated this distinction. Everyone of them were given a 10 thousand pesos check, a council distinctive and a 100 thousand life assurance and in the case of anyone who repeated in the mention, the life assurance was for 200 thousand pesos. The citizen recognitions to the police work have been delivered in a citizen ceremony carried out in the Auditorio Nacional (National Auditory) and it was invited, as a witness of honor, the Mexico City Government chief, Marcelo Ebrard Casaubon, and other authorities. This program is relevant to “the Council” to obtain a clear view of the security policies development in the city, as well as to recognize the good elements, with the purpose to create a pride feeling that spreads in the corporation and improves the relation between the police and the citizens, so it would not be a equitable relation with the police that it only would tend to detect their mistakes.

There is no better recognition to the police, than their own society’s


180% the growth of the police numbers recognized from the first to the second awarding





he only system in the world that allows to report by a text message, photo or video, in a cell phone. This tool was created by the citizens in coordination with Telcel and Telefonica companies. Mobile Report is a mechanism that allows people to use their cell phone as a means of complaint or as a citizen report. Dialing the digits 5533 and pressing the send key in your cell phone, the citizen sends a text message, Contribution photo or video, to “the Council”, so it is received Awarded for by qualified personnel, Technology to transmit to the authorities to follow up. and Social In reply, “the Council” Responsibility sends to the citizen a text message with a folio number, which it could be requested in a report by telephone line 5533-5533 or by internet: The text messages cost the same regular cost that has from the telephone companies. “The Council” does not obtain any economic benefit for this service. Until September 2011, the Citizen Council received more than 40 thousand text messages, photos and videos.


From the total of text messages received during the marked period, 5 thousand 651 were to report crime activities, as a group of persons, who are in a particular place robbing the passer-by, as well as selling drugs, among other activities that have been reported to the police to its investigation. In the same manner, 2 thousand 922 reports more have been sent to show failures in the urban equipment that affect the people security, like missing of street lighting or potholes. One thousand 738 cases were emergencies with the crime committee or medical problems, where it is requested a police patrol or an ambulance. In all cases, it was looked after the citizen confidentiality. The Mobile Report program has been recognized by the National Award jury “Excelencia en la Relación Empresa-Cliente y Centros de Contacto” (Excellency in Enterprise-Client and Contact Centers), in the following lines: technological contribution and social responsibility, prize that was received the Citizen Council. The prize, said Luis Wertman, guarantees the quality, innovation and the Mobile Report comprises with the society.

Send a text message, photo or video to 5533




he Citizen Council achieved an agreement with the robbery cell phone combat, that affected the devices sales in the black market and by this way, avoiding using them in phone extortions, kidnaps and others crimes. Thanks to the work that has carried out “the Council” in the extortions prevention, it was defined a unique agreement with the telephone companies to block the cell phones that were reported as robbed or missing. The delinquents steal cellular equipment to the pedestrians, this situation is common in the 40 per cent of the cases, as the authorities claim. The procedure to block a cell phone device, consist in blocking the IMEI, which is the mobile identification number of each phone. You can get the IMEI by dialing *#06#. To do that, “the Council” promoted and got an agreement with Telcel, Telefónica, Iusacell and Unefon companies, and signed an Information Exchange Agreement to Avoid the Stolen Cell Phone Reuse, that allows the users to take actions against the crime, requesting the cell phone companies to block the device. The companies, on their behalf, exchange the cell phone data, to avoid them to use again with other company. To make easy for the users the equipment cancellation, the procedure is carried out in call centers or by telephone, the client has to confirm information of the device property.

Blocking stolen phones is a fact, the Senate became law

Besides, the “Council” guides the citizen about this procedure through its phone line, 5533-5533. This mechanism, done for the civil society, helps to cancel four cell phones per hour in the whole country at present. The measurement has been successful. The senators have adapted in the legal reforms which disappear the Registro Nacional de Usuarios de Telefonía Móvil (National Registry of Mobile Telephone Users (Renaut)), so now the device blocking is going to done obligatory to report theft or lost.










o the daily opportunities of this great city, we must add one; which is basic to social life: learning to be a good citizen. If we look back, only few people in our lives have taught us to be good citizens in a basic premise: To think about the others. Respect for others, life and the environment can make a difference in the relationship between individuals, whose expression are small actions that can create a healthy coexistence. The City Council took direct action in order to build a citizenship, developing that sense of respect. The program was implemented in Mexico City “Citizen Capital”. It had the methodological contribution of Corpovisionarios international consultant and Antanas Mockus, a former Mayor of Bogotá, Colombia and the participation of the Federal District Government. The program started in 2008 with a survey that ranked the 10 top problematic behaviors that needed to be modified by the citizens. In 2010, pedagogic actions of cultural change began. Those actions focused in four areas of action, which problematic figures are detailed in the chart above. The first one is “Respect for the public space” the trash in its place, chewing gum into the bins, collect the feces of your pet and no graffiti in public and private places. The second one is “Respect for mobility and life” use the seat belt; respect the pedestrian and the signs, sober and safe driving.

The third pillar is “Respect for people” respect women in public transportation, respect the spaces reserved for people with disabilities. And the fourth one is “Respect for natural resources” expressed in one action: Take care of the water. Here we show you the work that was done in 240 days in workshops and cultural interventions, celebrated mainly in the Historic Centre. Unpublished moments of interaction between citizens; for educational purposes; are ready to be replicated throughout the city every day. The result: people are building a true citizenship.

Council President, Luis Wertman Zaslav, with Antanas Mockus, during the inauguration of the program. Cleaning with Marcelo Ebrard Casaubon, head of Mexico City government.



Citizens Regulators

espect for the public space is a basic condition of living and expressing respect for others. “Put your garbage in the bin, and if you don’t find one, keep it until you find it”

Wells’ action was complemented by the participation of citizen Regulators, young students and Citizen Council agents corrected in a very subtle way, people who threw garbage in the street. These actions propose was to create social sorrow between citizens and correct their performance, which was achieved in 48% of cases.


So simple is the principle of behavior: the garbage in its place. To motivate the change of bad behaviors, the Council took action with various activities of citizen responsibility.

A clean city, result of collective effort

Cleaning the Historic Centre in one hour

This event was conducted in 78 blocks from the perimeter of the Historic Center, with the participation of 628 volunteers, citizens, neighbors, visitors and authorities. 60 cubic meters of waste; equivalent to 18 tons; were picked up between 1 pm and 2 pm, three-quarters of a subway wagon could be filled with it.

Young students sorted and counted the trash on the street so people could know that most of the waste coming from the streets of Downtown is inorganic and recyclable: PET containers and packaging cartons which are thrown on the floor, instead of being placed into trash cans. Result All these actions led to more citizens using the bins and three times more garbage is being picked up in the Historic Centre

Wishing Wells Playing with the collective imagination, the citizens were invited to throw their garbage in special bins resembling a wishing well, with a sticker with the caption: “Do not push your luck, put litter in its place”. This way, the person who does not throw garbage in the bin, will have seven years bad luck; while who does it, has the fortune of making a wish: to have a clean city, as the result of the collective effort.

No one is born being a citizen, together we learn how to be a citizen


The participation of more than 800 volunteers in various activities; promoted by the Council; showed a great willingness to assist in cases of common interest.



CHEWING GUM INTO THE BIN t seems an unnoticed act without consequences, but throwing the gum on the floor creates health problems, high expenses and it’s a sign of how we relate to our public space. According to information from the authorities, chewing gums are present in the third part of the streets of the Historical Centre. At least 30 percent of every square meter is contaminated with chewing gum thrown by the visitors, a sign of dispublic A chewing gum can store respect space. up to 70, 000 bacteria Health officials determined, afand fungi ter a laboratory test, that each new gum holds up to 70, 000 bacteria, viruses and fungi that develop in short periods of time, and the gum is dry, they stop reproducing, but in therefore, are a source of infection. To this situation, you must add the economical aspect. Each chewing gum has an average cost of 25 cents, taking it off the floor represents a cost of 75 cents. In addition, we must consider the payment of staff performing the task; for the government, the cost rises to nine pesos. To change this behavior, the Citizens’ Council performed a shooting teaching game, with a target placed on the floor which read: “viruses, bacteria ...” and in the centre had a transparent container to deposit the gum there. People come and throw their gum and is given a button with the caption: “Yes,


To make things happen

I throw the gum into the bin” this has reinforced the positive action and encouraged the citizens to continue with it. As part of these actions in order to built civic culture, was also a children’s drawing contest called “Sticking off bad habits,” which invites children to become the best spokesmen for the positive message. More than 300 children, aged between 2 and 14, expressed through his drawings the importance of not affecting the urban environment. Another unprecedented action was to join authorities, citizens and businesses to take action in a deep cleansing in one of the most visited places by the inhabitants of the capital and the country. Here we had the participation of committed citizens and AlEN Industries with their products and Cloralex and Pinol. The first step was to declare a cleaning day on the city’s main square; we took off more than 200,000 chewing gums on Cinco de Mayo Street. As a result of these actions, the presence of chewing gum on Madero Street was reduced from 70 to 30 pieces per square meter.


The joint effort among citizens, government and socially responsible companies allowed a deep cleaning on various streets in the historic centre, in a big effort to attract public attention about this misbehavior. Over 200 000 chewing gums were removed from Cinco de Mayo Street, a task that in some cases required the use of special equipment such as the one in the picture below.





It was urgent for the City Council to take collective action to aware about launching a Neighborhood Contest called “Regina up pet feces,” held in Regina just one street from the Historic Centre with this problem.

The central issue is health; there are bacteria in the dust that cause gastrointestinal and respiratory diseases mainly.

Prior to the start of the contest, the street was cleaned in conjunction with AlEn Industries and then delivered it to neighbors. The citizen Council requested to the Department of GDF not to clean pet waste for a period of 21, leaving the task to the neighbors.

mong all the work done in the city, you should not miss this: 500 tons of dog feces are collected every day on the streets. The estimated population of dogs is 3 million, and thousands of owners that should be responsible of their pets.

Special containers for feces were installed by the Purina brand. The entire process was monitored through a photographic record, which was available to the public. There was a public regulation where Council staff gave pet owners who didn’t collect the feces, an educational card with the information that their action caused. At the end of the contest, all the neighbors; not just pet owners; agreed on the importance of keeping clean the public space and common areas, especially with simple actions that not only affect the beauty of the place, but everyone’s health. The result was a 34 percent reduction in the presence of animal waste on the street and change of bad behavior with the participation of various sectors.

A study of the Veterinary Faculty of the UNAM estimated a population of three million dogs in the Metropolitan Zone of Mexico City.

In The Council, we are citizens working with, by and for the citizens


Again, an effort between citizens, authorities and companies concerned about the environment showed that it is quite possible to keep the streets free of dog feces.



NO PAINTING OR GRAFFITI PRIVATE AND PUBLIC PLACES hink about the others and ask permission, was a successful combination that allowed the public space to change using a practice often seen as taboo: the graffiti. Abandoned spaces are recovered with the action of society and strengthening with forms of artistic expression instead of those that vandalize the urban space.


In two years and a half, a total of 314 thousand meters of furniture, fences, walls, vehicle and pedestrian bridges, and others were recovered without distinction between public or private property, this recovery means an investment of more than 21 million pesos. To imagine the size of their paintings, the damage equals the distance from Mexico City to Jalapa, Veracruz, or represents ten times the size of Insurgentes Avenue. Too much. It’s gratifying to ask permission! The Citizens’ Council called graffiti collectives, who actively participated in the project of civic culture, suggesting themes and designs, under the premise of using the spaces that counted with permission of their owners, and are normally a constant target of graffiti vandals. Pintex and Vinci, painting articles companies, contributed with material and preparing curtains to be painted. Graffiti intervention achieved social recognition by neighbors and improvement of the perception that people had of graffiti, since the appearance of the buildings prior to be painted had the feeling of decay. As a result, merchants and neighbors claim that the intervention of graffiti has given a new scenario to the street, national and foreign tourists stop on these streets to admire the paintings as an organ player has made of this streets his best workplace. Graffiti collectives Rogue Crew Re, Pil CRW, Tlacuilos, Artenochka and Playnasty participated with their work on this project.

The right civic culture is: to be responsible with each other


Examples of graffiti art reflected on spaces provided by the City Council. Young people have responded with enthusiasm to the initiative. Paintings can be visited on the streets of Uruguay, Venezuela and Argentina, in the Historic Centre.





A citizen protocol was designed to make people thinking about this: “For a safe party” the agreement seeks for collective action to contribute to minimize traffic accidents related to alcohol intake.

No one can be against this principle. But what happens when we hear that drunken people crashed their car and caused an accident?

Providing young people information and safe taxi service to ensure their safely return to their home after going to a disco or nightclub, was one of the agreements.

ife is sacred, says the Doctor of Philosophy, Antanas Mockus, consultant helps us constructing civic culture. That phrase, represents the respect we should have for our lives and for others life.

The answer, is that we don’t value our life and others life.

The Protocol was signed by the City Council and the National Association Nightclubs, Bars and Entertainment Centres (ANIDICE), 4000 Taxi Companies, Coexistence without violence and Time to live foundations and the Government of Mexico City, through directors of Health and Public Safety departments. To have a safe return home, by using safe taxis, the participating companies provide the service, charging fees for evening and authorized by law, while the establishment offers the service to customers. In addition, participating establishments are broadcasting spots about the importance of not driving if the person has been drinking. The Protocol became an agreement between participants and was consolidated into a working scheme that now applies on establishments affiliated to ANIDICE, which helps to consolidate a culture of respect for life and self-care in our youth.

Sometimes, one must think something else besides your own safety: a greater common being


Official statistics show that 70 percent of fatal car accidents are related to alcohol, on this serious social problem, any effort can be considered insignificant.





motions can change people.

In a special and surprising way it became clear to citizens, the consequences of driving without a seat belt and how, wearing it, we can help to reduce traffic accidents on the street. Citizens in wheelchairs; victims of traffic accidents; were responsible of touching emotions of drivers appearing at stop lights and delivering a flyer with the message: “I wore a seat belt as well” This action surprised drivers who spontaneously expressed his feelings, accepting that we don’t care about our lives or others lives or rejecting and ignoring the message and throwing away the flyer.

Voluntarily ten people with mobility disabilities and 20 young people of Paralife Foundation and Autofin Company participated in the exercise of creating civic culture that had impact on thousands of drivers. The flyer had information about the dead of 2,000 225 people over the past 5 years caused for traffic accidents in the city. These citizen regulators were accompanied by young people recording the reaction of drivers when they received and read the message. In each one of the 10 actions, action and behavior were measured. This revealed much about our attitude of respect for life, the refusal of some drivers to wear the belt and the excuses for doing so. A video recording can be seen in our website: mx. An important group of citizens became aware of the action and when they saw the disabled person approaching to their vehicle, immediately put on the belt. The result is that people were sensitive to the message. Most did empathize with the message and the person who gave it to them, in addition to modifying their behavior and use the seatbelt.

According to national statistics, every year 40,000 people are permanently disabled due to traffic accidents.

We encourage safety and health in a healthy environment


As a result of the delivery of this flyer by people with disabilities, motorists corrected their behavior and proceeded to wear the security belt.




crosswalk and traffic lights is the primary objective of this action.

n big cities, public spaces become places where pedestrians and drivers fight for the privilege of having the street for themselves.

Shame was the way to achieve the goal of changing people bad habits and to help reduce accidents caused for not respecting traffic signs.

This behavior is a major source of accidents that cost lives.

The pedagogical action started with mimes acting as “silent regulators�, who through their art corrected the behavior of citizens.


Awarding citizens (drivers and pedestrians) about the negative consequences of not respecting the

They drew on a sign that showed a thumb up to recognize good behaviors, and a thumb down to signal wrongdoing. Inedited scenes showed citizens waiting for the traffic light to change in the stream vehicle and immediately returned to the sidewalk when they saw the mime asking for their safety. Motorists who did not respect the crosswalk stripes were regulated and their positive reaction was to go in reverse with the mime pretending to push the vehicle. Citizens waiting to cross the street under the sidewalk stepped back and took their right place without affecting their life and making fun with the silent regulators. More than 7,000 citizens changed their behavior accepting their mistake. Many of them were not directly regulated, it was enough to see the silent regulator showing his failure to another motorist or pedestrian to change their behavior, which speaks about the high effectiveness of the action and that people, is willing to change.

Our commitment is to generate a better living among the citizens of the City


The presence of mimes that act as a “silent regulators” on the streets of the city and motivate motorists to respect pedestrian areas had great acceptance.

“Green” or “Red” color, the difference between respecting or not the crosswalks.





n order to improve coexistence in public transport, repair the emotional damage caused by sexual assault and reduce the impulse of molesters, the “Vaccination against sexual violence in public transportation days” were made. With the intention of creating citizen-sensitivity, compromise on respectful treat of women and men on public transportation and prevent attacks, the activities were done in subway stations with high affluence. A catharsis session and emotional repair, was offered for the City Council; through psychologists; offering a double dynamic that seeks to identify of the molester and to help victims to discharge their anger.

On therapy’s next step, the citizen inflates a balloon, draws the physical features of her molester and when she is determined, pops the balloon. This process is performed with molesters as well, but they are asked to recall the attack. Sometimes, we have the situation that the same person has been in both places, as a molester and as a victim. In both cases, the objective is forgiveness. When the therapy is finished, the “SIR (Sorry, Integration and Respect) vaccine” was given to both of them (molesters and victims) it consisted in three drops of pure water, considering the work done in the tree steps of the therapy. As a last step, they were given an “amulet of protection,” accompanied with an explanation of how you can protect and help protecting other victims of sexual violence. The pedagogical exercise results: 81% of citizens declared they have never acted in detriment of another person, and 16% accepted having abused as a result of aggression. The exercise was successful. It was necessary to adequate more therapy modules and extends the time of the program, as a result of the demand for people interested on the exercise and taking the vaccine. The methodology is currently being extended, as a strategy to make people more tolerant and respectful of a fundamental right: people can live together peacefully in public spaces.

When a single part of the whole falls, the whole can not be secured: Seneca


The methodology for this program is on track to expand, as a move to make people more tolerant and respectful

The program implemented in the capital’s transport operates from a gender perspective, women are only looking to travel more secure and free from violence

During the inauguration of this program in Hidalgo subway station, the Citizen Council President, Luis Wertman Zaslav, the Secretary of Environment of the City, Martha Delgado, and Patricia Bugarín Gutiérrez, then General Coordinator of the Council, and now director of the Office of Special Investigations on Organized Crime (SIEDO) of the Attorney General’s Office (PGR)





obility of people is a basic feature in an equitable society that cares for each of its members. Therein lays the importance of creating a behavioral change not to hinder each other, and facilitate the mobility of people in wheelchairs. According to updated statistics from INEGI, there are 5,739 000, 270 of people with disability in Mexico, 58% of this, have motor problems. There are more than 18 000 wheelchair ramps ins-

talled on public spaces in Mexico City, many of this are usually blocked by motorists with little awareness. “Do you really want to take my place?” Thought of those with mobility problems. In order to promote respect for the infrastructure for people with disabilities, the City Council took civic action led by people in wheelchairs, who regulate drivers who don’t respect the space. A controller card is delivered to motorists who don’t respect these spaces, appealing to shame. This action seeks teaching about the importance of respecting the mobility of persons with disabilities. People in wheelchairs wear the “Citizens regulator” uniform and gives carry traffic tickets that symbolically punish the bad behavior of drivers, these are questioned: “will you do it again? Yes or Not? Will you do it for me or because of my uniform? A measurement section is included in the methodology; it serves to identify what happens and how motorists behave in public and in the presence of people with disabilities. 50% of citizens involved felt guilty and immediately changed their behavior. Paralife Foundation and others collaborated with this project that promotes civic responsibility, and care for each other in order to increase quality of life. According to official statistics, 1.8% of the population suffers any disability, 58% are motor problems.

Violating the rules affects us all


“Do you really want to take my place?” appeals to awareness about urban mobility problems faced by people with disabilities.

Conociendo Historical Center Authorities and the government of Mexico City. Behind them, Citizen Council President: Luis Wertman Zaslav. Reporters were also present.





aying that natural resources are depleted, is a reality. Mexico City has one of the highest rates of water consumption per capita in the world, more than 300 liters per person, while cities such as Seville and Bogotá consume only 120 liters. Simple actions like closing the shower tap while we use the soap can save one billion liters of water per day, if it’s done for each of the millions of inhabitants of Mexico City; this is equivalent to the water necessary to fill 2 000 Olympic swimming pools, this practice would ensure daily supply of liquid for at least 50 years and supply for those parts of the city that today don’t count with this service.

ners that let you see the amount of water used in every shower. This activity is only in this type: one of the protagonists takes a shower without closing the tap, while the other person uses a bucket to store the water, while he’s waiting for hot water to come out, in addition to closing tap every time he uses the soap. Simple actions generate a great solution, that’s the spirit of educational shower. The result: more than 100 liters per shower were wasted by the person who didn’t close the tap, when we only require 25 to 35 liters per shower each day.

But, how to evidence waste and care? The City Council takes action with: “Pedagogical Shower”, aimed at creating a cultural change in the habit of showering, which is the largest source of water waste. The pedagogical shower is done in public in a few specially built showers; it has a system of contai-

Together, citizens and authorities, we do better

The City Council considers this exercise as key to creating citizenship. It’s estimated that, if at least four million people in the city practice this exercise indoors, closing the tap while showering, we would avoid the waste of 400 million liters of water, only in the shower. If we add other care activities, we will reach the goal of one billion gallons of saved water per day. An excellent citizen goal.


Variety of graphics and promotional items with the objective of strengthening the culture of citizenship, thought the optimal uses of water.





he City Council started the program protecting my neighborhood with the objective of generating the prototype “model neighborhoods� in the area. Condesa neighborhood was selected, as a result of its influence on the City. The first step in establishing the new relationship model between citizens and authorities was given, it was successful and spread to other areas of the city, for example the International Airport. The program began in 2008 with the aim to fight criminal activity and solve urban environment problems. Neighbors, merchants, police officials and visitors joined for a culture of prevention. The Citizen Line (5533-5533), was created to ensure care, safety, service and urban infrastructure, creating a virtuous circle. On the first phase, the crime rate had a diminution of 20%, with the new dynamics and the increasing activity in the neighborhood, in August 2010 the second phase of the program began, it was called Condesa 2.0, a diminution of 33 % of the crime rate was achieved. On this phase we held over 45 meetings for monitoring, evaluation and analysis of new options. 80 % of the improvements of urban environment petitions were solved, more than 500 offenders or criminals; including a band of organized retail crimes; were put under arrest. Better results require joint efforts; the Citizens Council integrated and coordinated working groups with the new actors of the neighborhood.



PROTECTING GARIBALDI The Citizen Council ensures that the ongoing project “Rescuing Garibaldi” offers better security for visitors.


ith art, cuisine, popular, traditional, folk, architectural presence and mariachi music, Garibaldi has everything. As one of the most touristic districts, Garibaldi is considered cultural heritage of Mexico City. An intense recovery process has been done by the authorities in Mexico City. Participation of the Citizen Council was requested for implementing a program of care and protection for the area. The project “Protecting Garibaldi” was born from the concept of successful programs initiated by the Citizens’ Council with city authorities, including: Protect the Condesa and Narvarte neighborhoods. The Citizen Council was involved in the restoration process that has done and expanded;

together with police officials, merchants and neighbors; activities for safety and urban development, in order to achieve the goal of turning Garibaldi into a world-class touristic district. Protecting Garibaldi, the City Council meets with neighborhood representatives and authorities, to discuss and give and answer to requests of safety, traffic, civil protection, urban services, and verification of properties, among others. More than 70 weekly meetings are celebrated between representatives of 22 local and federal institutions to ensure care of the citizens’ demands and make sure the rescue process is rightly done; these actions should provide better security for visitors.





he abuse of alcohol use is a matter that requires tizens, that are not able to drive or return home the collaboration, not only of the society but safely. the, family, the owners of entertainment centers A relevant convention about this topic was also sigand authority. ned between the Citizen Council and the president For this reason, this citizen programs included of the (Instituto de Verificación Administrativa) three objectives in order to attend this problem: a) Institute of Administrative Verification (INVEA), To report those who sell alcohol to young people; Meyer Klip Gervitz. This agreement makes a sucb) ensure that people who own a place of entertaincessful cycle to convert nightlife into a safety one. ment respect the hours of opening and closing; c) The Citizen Council receives reports about irreguwatch out that discotheques, bars and night clubs lar establishments who break the law; those reports fulfill the safety regulations. are delivered to INVEA. Protect our young people is a There have been received more ENES PROTEJAMOS A NUESTROS JÓV joint effort between civil orthan 480 reports, and, in 21% of the ganizations, such as: México cases the establishment was closed; Unido contra la delincuencia 22% of the cases are still in pre(Mexico United Against Crime) development phase to determine and Convivencia Sin Violencia their punishment; another 8% have (Living together without of vioreceived a fine or been ordered to lence), besides other different inssuspend activities. tances of the Distrito Federal Government . Statistics indicate that the highest incidence is the Mexican citizens have two ways of communication illegal sale of alcoholic beverages to adolescents, where it is possible to report any anomaly at any which represents the 88% of the reports. On the place as (“antros”) or commercial establishments other hand the 20% of the reported establishments that work outside of law. are small grocery stores. The first way is by calling the Council’s telephone line 5533 – 5533; the second way is through a text message (SMS), part of the Mobile Report program; text messages, photos or videos are sent from any mobile phone to 5533, any report is confidential and respects the anonymity of those who make use of it, taking care individual integrity in those who know such criminal acts. Another agreement between the Citizen Council and the National Association of Industry of clubs, bars and entertainment centers has as objective that all the efforts of the society are directed towards the same goal: The safety of our young people. The Citizen Council´s agreement includes members of safe taxi companies, who help ci-

Not all the problems are solved the same way


The citizens are also responsible for participating in a safety celebration. The Citizen Council is promoting the selfregulation as a good way of coexistence.

Stores that sell alcohol to adolescents, and do not respect the permitted schedule time nor the civil protection rules, can be reported to their complaining line 5533-5533 or via Mobile Report 5533, texting, sending a photo or video, via mobile phone.





ullying and ciber-bullying are social phenomena’s of this century that have to be prevented with modern resources and appropriate language to help those young people who are suffering from it, to get some clues in order to identify those who affected them. In response to this problem, The Citizen Council has created the Internet web site: www.hastaaqui. org (stop here), an interactive portal that brings many actions against this kind of problems, in order for children and teens to find positive and creative answers to their doubts. In this web site, The Citizen Council takes in hand

the participation and informs by using in social networks. It includes exercises and workshops about bullying and ciber-bullying, all this activities are supervised by Secretaría de Educación del Distrito Federal (Mexico city Education Secretary), the Fundación en Movimiento (Movement Foundation), the Asociación Mexicana de Internet (Mexican Association of Internet) and the Citizen Council. Schools take part requesting the workshops to train their community: parents, students and teachers. The core of the web site is a test, which answers help to define what kind of help the person who answer the test, needs. It gets, as a response, a number of positive actions such as: speaks; help others; knowledge; and protect yourself. Once the young answers the test, if he wants, he can publish his action on a map of the Mexico city, also it generates a report about kind, severity and frequency of the harassment that the user lives, all of this is identified with the school of the user. The web site has a section with downloadable documents with information for parents and teachers; it also has an audiovisual section (podcast and a downloadable blogs for children and teenagers). Via telephone, every 48 hours, the citizen line 5533 - 5533 receives a bullying report. These calls permit us to know the frequency of the phenomenon, in spite of the lack or the social embarrassment that in many cases generates this practice in various sectors of society. It also shows , that the total number of calls, the 82% have been done by the parents, another 10% by friends, the 6% by the students and, the 2% by teachers. The citizen line operators have been specially trained to gain at first instance, the attention of the victims; in case that people require personalized attention, they are assisted by Secretaría de Educación del Distrito Federal (Mexico City Education Secretary), or by Fundación en Movimiento (Movement Foundation ), both provide specialized care.

A positive and useful social network allows us to unite as a society


Image of the web site:, created by the Council Citizen initiative.

INTERNET AND SOCIAL NETWORKS The Citizen Council has a wide network within the citizens through its web site, where they are encouraged to exchange information and make proposals. The website allows direct contact and reports online chatting with several citizens in order to build a culture of citizenship. To mention one of the activities that are held on the website, a social game was organized “Safe neighborhood “, which has served as a model to several organizations such as the International Congress of Mexico Design Net, Experience the city, Design for mankind, those are organized by European, Latin American and Anahuac Mexico University (Anáhuac University). It allows people to play several games like memory, scrabble, in order to deliver safety messages and learn how to make reports online about de users.

The Citizen Council maintains a continuous update and redesign of the website, in order to maintain its leadership in complaint mechanisms, as well as having a variety of services in support to citizens. The Internet page allows the inclusion of the Council Citizen on social networks, through the sites such as Facebook, Twitter, Youtube and Wordpress, among others, in order to exchange different point of views, which generates a digital network for safety, and also giving tips and useful information. For this reason, we opened the blog: under the title “a gaze citizen”, where the president of The Citizen Council, proposes and promotes discussion on matters of security and civic culture. He also encourages the citizens to give opinions, make proposals and participate in improving their wellbeing.





he Citizen Council and the Instituto de las Mujeres del Distrito Federal (Mexico city Women’s Institute) implemented the Women Travel Safely Program with the aim to deal with the problem of sexual abuse and harassment that women suffer on the public transport. It program has provided information and supporters 2 thousand 396 people, 810 of them have been put at disposal of suspected attackers particularly against women between 20 and 35 years old. To attend these comWomen Travel Safely plaints, there are information desks has reduced the in the main subway number of assaults stations: Balderas, Pino Suárez, Hidalagainst women in go and Pantitlán. the subway They are attended by young professionals - lawyers and psychologists, who have constant training and a special vocation to the service.

Council staff and/or the Instituto de las Mujeres del D. F (Mexico city Women’s Institute) carry out the task of containment with the victim, primarily to provide emotional support. It also collects a report, which can be forwarded to the authorities in a Civil Courthouse or an agency of the Public Ministry, depending on the circumstances and severity of the case. The profile of the aggressor is the following: men between 25 and 40 years old, low socioeconomic status; he usually lives in the suburbs. To make a crime report strengthens, the demand for greater security in the subway and underpins the application of sanctions for the perpetrators.

The information desks installed by “The Council” and the Mexico city Women’s Institute (Instituto de la Mujer de Distrito de Federal) are attended by young lawyers and psychologists, who have constant training and are fully committed to serve.

Mexico City`s society is very united, despite its enormous diversity


We realize that civic actions coordinated with the authority, ensure that Mexican women travel safety without violence in public transport.





n order to attend co-nationals and foreign tourists who travel by buses, the Citizen Council has created the program Safe Foreign Bus Station. It coordinates, together with the authorities, a monitoring scheme for security to the passenger in the Terminal de Autobuses de Pasajeros Oriente (TAPO) (Foreign Bus Station of Orient). At first, the program is an agreement with the Cámara Nacional del Autotransporte de Pasaje y Turismo (CANAPAT), that permitted the installation of information desks in each of the four foreign bus stations in the city (North, East, West and South), this allows the citizen to begin a pre-inquiry in the Virtual Public Ministry, without having to leave the bus station. Each information desk is attended by a couple of Agents Citizens, integrated by young professionals -lawyer and psychologist -, who have the necessary equipment to make a link, by using the Internet, with the Public Ministry Agency, so that the affected person can make a report. At the end of the link with the MP, the Citizen Agents will provide copies of the report to the affected per-

Make a report, together we avoid crime

son, as well as a folio number with which the person can follow it up accordingly. During the 40 months of operation of the Program, were spotted 1.300 reports to the authorities of the Public Ministry, Civil Court, Social Assistance, among other authorities. There were also provided 1.200 consultancies to guide and support users about procedures and the institutions where they should go. SAFE FOREIGN STATION TAPO Safe Foreign Station TAPO is an extension from two programs that have worked successfully: Protect Our Airport and Safe Foreign Stations. The Citizen Council coordinates the monitoring together with 12 local and federal government departments, to offer security to passengers, workers and neighbors of the foreign bus station of the East. This program works together with: Secretaría de Transporte y Vialidad (Transportation and Road Secretary); Secretaría de Seguridad Pública local y Federal (Federal and Local Public Security); Secretaría del Trabajo (Job Secretary); Instituto de de Verificación Administrativa (Administrative Verification Institute); the Procuraduría General de Justicia del D.F (Mexico city Attorney General of Justice Office; the Dirección de Justicia Cívica (Civic Justice Direction); the Red de Transporte Público (Public Network Transport); El Sistema de Transporte Colectivo Metro (the subway); the Delegación Venustiano Carranza (Venustiano Carranza delegation). Every week these institutions organize working sessions where they analyze the problems of each conflictive zone in order to establish proper solutions, following up each one of them until they are solved. The coordinated work has given results for the benefit of the 32 million passengers who travel by this route each year, lowering the criminal rate. It also enables us to demonstrate the effectiveness of a management model that unites the authorities and the civil society by making an initial effort in the process of a common goal: to improve the conditions of safety and welfare of the citizens.


The Program has installed an information desk in each Bus Foreign Station from the city (North, East, West and South), which are attended by Citizen Council agents.





he Citizen Council has launched a project that gives attention to the young people in Mexico city. Working together with the Secretaría de Educación (Mexico city Public Education Secretary), The Citizen Council has launched recently a program which objective is to integrate, in a productive and educative way, activities for people from 17 to 24 years old, who couldn´t go on their studies, neither get a job. The president of The Citizen Council, Luis Wertman Zaslav, has stated that this initiative has the aim to break the patterns where most of the sectors of youth are located in, who besides have no jobs or cannot go to school. The program does not pretend to search for jobs nor satisfy the youngsters’ immediate needs. It is better a lifestyle project which should be sponsored by the authorities, entrepreneurs and civil society organizations in order to take away these young people from ways of getting a living in a criminal way. In this program participate the Construidea companies; Cibesol Group, Arrachera México Group; Estafeta Mexicana; Acytex and Anforama, among others. The Citizen Council is constituted as a link between them, while the Education Secretary will provide an everyday follow up. Through this action, the Citizen Council seeks to provide opportunities to young people, giving them an important chance, which will depend on the effort they put on having a space and the chance to prosper.




n a big city such as Mexico, the public institutions are interested in generate efficiency and balance in their relationship with citizens, so the Citizen Council collaborates by opening the citizen phone line to report directly 55335533. The Citizen Council and the Contraloría General del Gobierno del D.F,( Mexico city General of the Government Office) apply this program to improve the attention and the public service. People call Citizen Council to make a report, make complaints and congratulate for the work of public servants, who are immediately handed over to the General Controller for their attention and follow-up. Point of Contact is part of a series of actions in favor of the transparency, accountability and the joint responsibility of the citizens to ascertain the work of their authorities. It seeks to effectively verify that each functionary provides the service that is obligated to provide, acting with honestly, loyalty, impartiality and efficiency. The call allows in a very simple and efficient way that every person can access to report what they consider incorrect, they can even do that from the site at the very moment they are attended. For the authority this program is the opportunity to increase transparency on the work of public servants. For cases that require special confidentiality, the report can be made anonymously.





owadays mobile phones are the tool to communicate among the citizens, it is also an instrument for the improvement of security. The Citizen Council incorporates the vision of new technologies into their task to offer the citizens with means to facilitate their complaints. Due to an agreement with Microsoft Mexico it was possible to make available to the citizens a Windows application for mobile Phones, which allows direct access to the Citizen Council. In this way it is easy to report in an expeditious manner. With a single click you can get in contact by phone with the Citizen Council Contact Center, an institution that also has an alternative to the receive complaints via SMS messages sending text, pictures or video. With this application the citizens can even communicate with The Citizen Council with one click, also in cases when they can’t remember the number 5533-5533. This application is a free of charge, and is installed on smart phones with operating system Windows Phone. The application was programmed by Microsoft, exclusively for the Citizen Council. The Council has the technological capability to join this program and all those who require the use of technology.

The program was introduced by Meyer Klip Gervitz the Citizen Council´s former President, as well as the Head of Mexico city Government, Marcelo Ebrard Casaubon. They are joint by, Juan Alberto González Esparza Mexico General Microsoft Director.





he Citizen Council carries out this program

in order to verify with the respective areas.

that offers people certainty and transparen-

In this way, the Council participates in the efforts

cy in regard the performance of the Investigation

to generate greater confidence in the job that the

Police and the Mexico city Public Security, where

police does.

they drive with different vehicles. Citizen Report (REC) responds to the citizen’s petition in having certainty on the activities that the officer’s units perform, this in order to detect whether a suspectful unit belongs to the official units or not. We invite all the people to become be the Citizen Council`s eyes and ears on the street. The person who wish to identify a vehicle can call to the Citizen Line 5533 - 5533 and confirm with the authorities, the role that police car in cuestion is developing at the time. When we receive these kind of calls, the Citizen Council´s Contact Center staff immediately communicates with the authorities to ask they check the work of their elements. Citizenship may also report vehicles outside their demarcation or those who are carrying out acts that they may be, in appearance, out of the law; for which Citizen Council´s Contact Center staff requests the car number and the address where it was found, this


If the citizen has doubts about the presence of a suspicious police car in their neighborhood, they can call the Council, who can indeed verify the different corporations.




revention is the best way to stop crime. We are always looking for ways to outreach the daily activities of society in order to generate different and easy ways for the citizens to implement them. Having this in mind within the Council it helps us out to generate new programs. In this way, as we evolve on our job to secure the ways of transportation, we established in the middle of 2011, a new scope of work for the program Taxi Seguro (Safe Taxi), which utilizes one of the most accessible technologies now in hands of almost all citizens: the mobile phone. On this occasion, the invitation to the citizenship is: First, when you stop a taxi, verify that the number plate is official; look that the ID card (green license) matches not only with the car but also with the driver. Second, once on board the taxi, make a call to the Citizen Council, the 5533 - 5533, provide us your name, the taxi number plate and the address to which you are going, with the purpose of inhibiting any act that goes against your safety. This information also helps us in case of a wrongful act happens, this way we can initiate an investigation. Other options are for the taxi passengers to send a text message, you can make it to 5533, with the referred data in case of companies Telcel and Telefonica. Even more now, with the constant evolvement of technology and the increase in smart phones use, the Citizen Council has started to work together with the company Taxi Aviso, which has a downloadable application that can be installed on mobile phones. Users of

Taxi Aviso enter the taxi number plates, the company checks and tells you if the driver is indeed official or not. When the taxi passenger is notified if the car is official or not, the passenger is able to make decisions; for example, abandon the vehicle if it is not an authorized taxi . If you are on board, you can schedule an alert according to the estimated duration of the trip, which in the case of not turned off, it is registered at the Council’s computation terminals. Another functions that can give the passenger of the application is to send an emergency message text. The person has to dial four key numbers. In this case the course doesn’t go well, so the Citizen Council links immediately with the Mexico city Public Security Secretary, and give them Information access, for example the monitoring on the screen, using the locator GPS of the passenger’s mobile phone, all this in order to establish his whereabouts and provide the necessary support. In these simple ways, the Council is working to improve our security in the public transport.




The president of the Citizen Council, engineer Meyer Klip Gervitz, in the inauguration of the First National Congress of Citizen Councils, organized by this organization in September 2009.

In April 2009, Mexico City lived an episode due to the epidemiologic outbreak of Swine Flu (influenza A H1N1), which required a rapid answer on the part that the Citizen Council plays, providing all the necessary guidance through the Citizen Line 55335533.

The Mexican Institute of Teleservices (IMT), Contact Forum, awarded with Silver medal he Mobile Report Program 5533, which allows you to report criminal acts or urban aspects that affect the security, by SMS (text messages), pictures or video from a mobile phone.

Innovation must be linked efficiency to improve our quality of life


The Citizen Council joined the Collaboration Agreement together with Mexico city’s Government Institute of Administrative Verification, which is responsible for supervising the proper regulation and progress of mercantile establishments in this city.

The Celebration of World Water Day, was a symbolic example on the part of the president of the Citizen Council, Luis Wertman Zaslav, is savings this vital resource.

The Citizen Council’s president, Luis Wertman Zaslav, gathered with the child winner of the Children’s Painting Competition.

Marisela Morales Ibañez, Attorney General of the Republic, visited the operational staff of the Council.



The Citizen Council has developed a variety of programs whose target is the child population, this sector has participated with lots of enthusiasm in diverse tasks to create a citizenship awareness.

A discussion without results, does not think of the citizen and its wellbeing


The media has reflected accurately many of the results and proposals that the City Council has achieved always for the benefit and security of the citizens.



At the Citizen Line 55335533, a team of fully trained professionals Works with conviction to answer each of the needs of the citizens, advising on topics of prevention and security.

The promotion of complaint mechanisms is constant by the Citizen Council.

In addition to our human workforce, our Contact Center has the right technology to attend each case with high efficiency.

If you see or know something, make a report


The Citizen Council provided 12 bicycles to police agents who monitor the Roma-Condesa Neighborhoods, area where this security model is implemented.

“The small actions conduct to major changes,” said Luis Wertman Zaslav, president of the Citizen Council, who is taking part on the “The gum into the bin”.

The Prize “Red Angel” was given to the Citizen Council of Public Security and Justice of the Mexico city.





he Citizen Council has more than 60 organizations and institutions from different sectors of society integrated in the Frente ComĂşn Contra la Delincuencia (the common front against crime), which constitutes a larger network available for more than the 300 thousand people that have direct access to the report schemes of the agency, all this in for promoting the safety of the city. The work developed with public and private agencies is based in the city conducts through the operation of its citizen phone Line 5533-5533. In order to expand the services, The Council constantly signs collaboration agreements with several civil society organizations, chambers of commerce and private companies that participate in a responsible manner on the security effort and attention in pro of the citizens.

The optimum is always the result of a joint effort


An example of this is the Collaboration agreement of the Citizen Council with the Instituto de Verificación Administrativa (Administrative Verification Institute).


Agreement between The Council and mobile phone operators, in order to support the blockage of the devices that have been stolen.


Agreement with the Universidad del Valle de México, designed to promote and encourage that students make a report.



ACKNOWLEDGEMENTS Autoridad del Espacio Público en el Centro Histórico Subsecretaría de Participación Ciudadana del Distrito Federal Medios de comunicación Unión de Expendedores y Voceadores de los Periódicos de México Centro de Estudios Tecnológicos Industrial y de Servicios número 51 Frente Metropolitano de Organizaciones Populares Delegación Cuauhtémoc Purina Vecinos del Centro Histórico Instituto para la Atención de Adultos Mayores del Distrito Federal Vinci- Dixon Secretaría de Turismo del Gobierno del Distrito Federal Fundación “Tiempo para Vivir” Procuraduría Social del Gobierno del Distrito Federal Comerciantes ambulantes Fundación “Casa Vecina” Gobierno del Distrito Federal, Jefatura de Gobierno Aseadores de Calzado del Centro Histórico Grupo Autofin Pintex “Convivencia sin Violencia” “Manos a la Tierra” Secretaría de Seguridad Pública del Gobierno del Distrito Federal Perfiles Foncar Instituto de las Mujeres del Distrito Federal Notaría número 5 del Distrito Federal Secretaría de Educación del Gobierno del Distrito Federal Procuraduría General de Justicia del Distrito Federal Fundación Paralife 4000-Taxi Desarrollo Integral de la Famila (DIF)- Distrito Federal Nuggi Dirección General de Servicios Urbanos del Distrito Federal Parametría Sistema de Transporte Colectivo Metro (STC Metro) Personas con discapacidad Autobuses de Oriente (ADO)




Consejo Ciudadano de Seguridad Pública y Procuración de Justicia del Distrito Federal Amberes 54, Colonia Juárez C.P. 06600, México D.F. PRINTED IN MÉXICO October 2011




Consejo Ciudadano de Seguridad Pública y Procuración de Justicia del Distrito Federal. México, D. F. First edition in english. October 2011


Consejo Ciudadano de Seguridad Pública y Procuración de Justicia del Distrito Federal. México, D. F. First edition in english. October 2011