In response to the COVID-19 pandemic and acknowledging the historical exclusion of the deaf community from traditional communication channels, the Municipality of Santa Fe has launched a new accessibility program. The Module of Attention and Guidance in Argentine Sign Language (LSA) provides deaf citizens a streamlined communication channel with the municipality, accessible via WhatsApp video calls, website chats, or in person interactions. This initiative aims to ensure equitable access to government services for all residents.
This case study was contributed by the UCLG Learning Team: learning@uclg.org
The UCLG Learning Peer-Learning Note #30 on Building Cities for All: Inclusive and Accessible Cities and Territories is available here.
Sustainable Development Goals
City
Santa Fe, Argentina
Size and population development
Santa Fe covers over an area of approximately 268 square kilometres. As of the 2010 census, the city had a population of 391,164 people. According to The National Institute of Statistics and Census (INDEC), the population density is much lower compared to major cities like Buenos Aires, with approximately 1,458 people per square kilometre. The city's future population is expected to see moderate growth, potentially reaching around 430,000 by 2025.
Population composition
Santa Fe is relatively diverse, with a notable proportion of its population being of Italian and Spanish descent. The gender ratio is relatively balanced, and the population is aging in line with wider trends in Argentina. There are small indigenous communities such as the Mocovi, Toba and Wichi and the Mestizo population who are of mixed European and Indigenous heritage.
Main functions
Santa Fe is the capital of the Province of Santa Fe and serves as a significant administrative and political centre. It is also an important educational hub, notably hosting the National University of the Littoral. Santa Fe is a city rich in history and culture, with numerous museums, cultural centres, and historical sites that attract both national and international tourists.
Main industries / business
Major industries in Santa Fe include agriculture, livestock, retail, and education. The city is strategically located along the Paraná River, making it an important center for trade and commerce. Its economy also benefits from the presence of various educational and research institutions.
Sources for city budget
The city's budget primarily consists of local tax revenues, followed by provincial and national co-participation funds. Other revenue sources include fines, service fees, and grants.
Political structure
Santa Fe has a Mayor-Council form of government. The Mayor is elected for a four-year term and can be re-elected. The city also has a City Council consisting of 15 members, elected every four years.
Administrative structure
The city is divided into five districts: Central, Northeast, Northwest, Southeast, and Southwest. These districts handle local administrative tasks such as maintenance of public spaces and local community programs. More significant responsibilities like education and public health are managed by the municipal government.
Website
The Municipality of Santa Fe, through the Sub-Directorate of Accessibility and Rights for Persons with Disabilities, commenced working on strategies to implement an accessible citizen service as a public policy of the local government based on Principle 2 of The Global Compact on Inclusive and Accessible Cities:
“enable all persons to live independently and take appropriate measures in cities and human settlements that facilitate access, elimination of barriers and full participation of persons with disabilities and older persons, on an equal basis with others, to all aspects of the physical and digital environment in cities, which includes buildings, roads, transportation and other indoor and outdoor facilities, including schools, housing, medical facilities and workplaces; and information, communications and other services, including electronic services and emergency services.”
Objective:
Ensure access to communication for all citizens in order to promote the participation and advocacy capacity of people with disabilities.
In the wake of the COVID-19 pandemic, there was a heightened awareness of the increased risk of violence against hearing-impaired women during times of isolation. The Municipality initially lacked the means to provide accessible communication channels for these women to file complaints or seek advice.
To address this, the Attention and Guidance Module in Argentine Sign Language (LSA) was established to offer a direct and efficient line of communication with the local government for these women. However, the nature of the reported issues extended beyond violence, complicating and expanding the scope of intervention required.
Advancements in technology facilitated the introduction of alternative communication pathways, enabling broader access to municipal services. This technological shift created new opportunities for diverse groups reliant on alternative forms of communication, including individuals with intellectual disabilities, those with limited resources, the elderly, and children.
To launch the project, a public call was issued to fill the Citizen Service position specializing in Argentine Sign Language (LSA). The job profile was jointly developed with the Directorate of Citizen Attention, Communication, and Community Relations. Educational institutions and NGOs working with the deaf community were targeted during this public application phase.
The initiative was aligned with the National Ministry of Labor and submitted to the Programa Nacional Promover Línea II – Entrenamiento para el Trabajo. This program aims to assist individuals with disabilities in "building or updating their skillsets, completing formal education, gaining academic or vocational training experiences, and engaging in productive activities either independently or through quality job placements."
The Lead agency for the project is the Municipality of Santa Fe.
Since its inception, the scope of the intervention program has expanded. Initially focused on addressing gender violence, it has evolved to offer counsel on a variety of issues. Coordination with multiple municipal departments, local stations, and district centres has been necessary in some cases to assist citizens with their administrative needs, complaints, or inquiries. The volume of service requests has risen, culminating in the completion of 70 distinct procedures.
From the beginning, the Module's implementation presented a considerable challenge, primarily due to pre-existing attitudinal obstacles. It was crucial to recognize that individuals with disabilities are fully capable of contributing meaningfully to a work environment when given the right accommodations and support.
To combat the initial lack of awareness about the Module, women associated with the project produced promotional videos in Sign Language (LSA). These were then disseminated to the deaf community across various social media platforms.
For far too long, voices of people with disabilities have been overshadowed by those speaking on their behalf. The City aims to rectify this by ensuring that individuals with disabilities actively participate in shaping the policies and programs that directly impact them.
The success of this initiative strongly underscores the importance of ongoing efforts to improve communicational accessibility. Our team is collaborating with museums and tourist attractions to extend the use of the QR code system for delivering exhibition and tour guides. Concurrently, we are partnering with the Professional Association of Hoteliers and Gastronomic establishments to improve the accessibility of menus in bars and restaurants. Utilizing the expertise of an occupational therapist, we are exploring suitable digital formats that would allow visually impaired individuals to interact with the menus. Additionally, videos in Sign Language (LSA) will be created and stored in cloud services to make the menus accessible for the deaf community. To realise these objectives, a structured call and selection procedure is underway, in coordination with organizations that serve individuals who are deaf or blind. Hence, a range of proposals are in development in collaboration with both public and private sectors, with the overarching aim of making accessible communication a central focus of public space interventions.
The module advocates for diverse modes of communication, thereby empowering individuals with disabilities and elevating their profile as employees. Furthermore, it equips municipal staff with the necessary resources to engage effectively with their colleagues as well as members of the deaf community. This approach serves as a model that other municipalities could consider adopting for similar practices.
Want to know more about this project?
Barcelona (área metropolitana), Spain
UCLG Learning
Institution | Local and Regional Government Network
Photo gallery
