Citizens Spots: A new model of bringing online public services closer to citizens Portugal Pedro Ferreira 16 May 2017

Building a better Public Administration Simplicity, innovation and citizen centricity: Building a better Public Administration AMA - Public Agency created in 2007 AMA follows responsibilities in the areas of modernization, administrative simplification and electronic administration AMA activity is divided in 3 major pillars: Public service delivery, simplification and digital transformation

10 1,5M Interactions 44 146M Interactions 440 2,2M Interactions PUBLIC SERVICE DELIVERY – Physical 44 146M Interactions 440 2,2M Interactions 10 1,5M Interactions CITIZEN SHOPS CITIZEN SPOTS BUSINESS SPOTS

7,5M visits 1,5k informations 60k app downloads 46k e-tickets PUBLIC SERVICE DELIVERY – Digital CITIZEN PORTAL CITIZEN MAP ENTREPRENEUR'S DESK 7,5M visits 1,5k informations 60k app downloads 46k e-tickets 158k requests 100k simulations

62% 18% DIGITAL DIVIDE IS A KEY ISSUE AT THE EUROPEAN LEVEL… EUROPEANS USE INTERNET ON A DAILY BASIS 18% EUROPEANS NEVER BEEN ONLINE

62% 68% 18% 28% … AND MUCH MORE SO IN PORTUGAL EUROPEANS USE INTERNET ON A DAILY BASIS 68% PORTUGUESE USE INTERNET ON A QUARTERLY BASIS 18% EUROPEANS NEVER BEEN ONLINE 28% PORTUGUESE NEVER BEEN ONLINE

SOLID STEPS TOWARDS INCLUSION AND DIGITAL ENABLEMENT 59% 71% HOUSEHOLDS WITH COMPUTER 2010 2015 45% 69% HOUSEOLDS BANDWIDTH PENETRATION

72% 28% 136 188 107 82 ONE COUNTRY – TWO REALITIES POPULATION ELDERLY INDEX ELDERLY INDEX 0-14 107 82 PURCHASING POWER PURCHASING POWER >65 COASTLAND INTERIOR

Online services provision, PUBLIC SERVICE DELIVERY - EVOLUTION 9 FUTURE TODAY How to use technology, organizations and resources in order to rationalize and optimize the future? Online services provision, autonomous citizens?? PAST More Public services provision centralization, integrated desks and electronic services Centralize in one spot multiple public services (one stop shop services provision) Disperse public services provision CITIZEN SHOPS CITIZEN SPOTS CITIZEN SHOPS BUSINESS SPOTS CITIZEN PORTAL CITIZEN MAP

INCREASE DIGITAL LITERACY FACILITATE ACESS TO PUBLIC ADMINISTRATION CITIZEN SPOTS GOALS CITIZEN SPOTS INCREASE DIGITAL LITERACY FACILITATE ACESS TO PUBLIC ADMINISTRATION PROMOTE THE USE OF THE ONLINE CHANNEL MEET THE NEEDS OF CITIZENS IN AREAS OF LOWER POPULATION DENSITY COMPLEMENT THE PRESENCE SERVICE NETWORK

CITIZEN SPOTS – SMOOTH TRANSITION TOWARDS DIGITAL-ONLY ISSUES TO TACKLE 1. PROXIMITY 2. INCENTIVES 3. DIGITAL INCLUSION

ENGAGEMENT FROM DIFFERENT ACTOR LEVELS MUNICIPALITIES CENTRAL AUTHORITIES Proximity and Digital Inclusion Digital Services AMA Training, User Interfaces, Plug-n’-Play Infrastructure, IT Service Desk & Contact Center Support

BMS PAC CITIZEN SPOTS EVOLUTION 2000 2008 77 101 440 19 9 15 175 21 85 13 CITIZEN SPOTS EVOLUTION 2000 2008 TODAY PAC BMS Multiservice posts with personalized service. Services provided in paper format Multi-service counters to provide simple and fast services, where citizens can address issues relating to various public services. Promote info-exclusion, digital service provision and application use. Services provided digitally # SPOTS 77 101 440 19 # PARTNERS 9 15 175 # SERVICES 21 85

72% 28% 58% 42% 440 CITIZEN SPOTS DEPLOYMENT OF MORE THAN 400 UNITS With strong focus on interior over-representation 440 CITIZEN SPOTS 72% 28% RESIDENT POPULATION RESIDENT POPULATION 58% 42% CITIZEN SPOTS INSTALLED CITIZEN SPOTS INSTALLED COASTLAND INTERIOR

0€ CHARGES ARE DESIGNED TO PROVIDE EXTRA INCENTIVE FREE OF CHARGE FOR INFORMATION AND SIMPLE TRANSACTIONS CHARGES ARE ALWAYS SET BELOW TRADITIONAL COUNTER SERVICE

249 NEW HIGH BANDWIDTH CIRCUITS 60 NEW WIRELESS ACCESS POINTS CITIZEN SPOTS DESIGNED TO PROMOTE DIGITAL EDUCATION 2.100 DIGITAL FACILITATORS 700 INTERACTIVE SCREENS 249 NEW HIGH BANDWIDTH CIRCUITS 60 NEW WIRELESS ACCESS POINTS

CITIZEN SPOTS – APPLICATION USE NOVA APRENDIZAGEM PLATFORM EC-MC CRM PLATFORM EC-FI BROKER PLATFORM Moodle Platform Open Source Costumized SUGAR Platform Open Source Costumized EC-FI Platform Open Source Costumized

LAUNCHED IN 2014, CITIZEN SPOTS USAGE IS RAPIDLY GROWING # SERVICES PERFORMED # HOST PARTNER PROFILE 2014 9M 2015 2016 2017 3M ACUM

LAUNCHED IN 2014, CITIZEN SPOTS USAGE IS RAPIDLY GROWING # TOP 10 SERVICES PROVIDED (2016) # TOP 10 ENTITIES PARTNERS (2016)

CITIZEN SPOTS – IF YOU WANT TO DO THIS YOU HAVE TO…. CREATE A SIMPLE AND EASY TO INSTALL MODEL SHARE RESOURCES BY LOCAL AUTHORITIES AND COMPANIES BUILD A BUSINESS MODEL TO ASSURE THE SUSTAINABILITY OF THE PROJECT SHARE COSTS OF IMPLEMENTATION WITH THE HOST ENTITY CREATE A PLATFORM BASED ON OPEN SOURCE SOLUTION USING/REALLOCATE EXISTING RESOURCES USE OF INTEGRATED COUNTERS

2.2 M SERVICES PERFORMED 440 CITIZEN SPOTS 2.100 DIGITAL FACILITATORS CITIZEN SPOTS – MAIN RESULTS ACHIEVED SO FAR CITIZEN SPOTS 2.2 M SERVICES PERFORMED 440 CITIZEN SPOTS 2.100 DIGITAL FACILITATORS 700 INTERACTIVE SCREENS 175 SERVICES TYPES 19 ENTITIES PARTNERS INCREASE DIGITAL LITERACY FACILITATE ACESS TO PUBLIC ADMINISTRATION PROMOTE THE USE OF THE ONLINE CHANNEL MEET THE NEEDS OF CITIZENS IN AREAS OF LOWER POPULATION DENSITY COMPLEMENT THE PRESENCE SERVICE NETWORK

Thank You Pedro Ferreira pferreira@ama.pt