Citizens Spots: A new model of bringing online public services closer to citizens Portugal Pedro Ferreira 15 May 2017.

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Presentation transcript:

Citizens Spots: A new model of bringing online public services closer to citizens Portugal Pedro Ferreira 15 May 2017

Building a better Public Administration Simplicity, innovation and citizen centricity: Building a better Public Administration 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

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

28% 72% 58% 42% 440 CITIZEN SPOTS DEPLOYMENT OF MORE THAN 400 UNITS With strong focus on interior over-representation 440 CITIZEN SPOTS 28% 72% RESIDENT POPULATION RESIDENT POPULATION 58% 42% CITIZEN SPOTS INSTALLED CITIZEN SPOTS INSTALLED >65 COASTLAND INTERIOR

2.2 M SERVICES PERFORMED 440 CITIZEN SPOTS 2.100 DIGITAL FACILITATORS CITIZEN SPOTS – MAIN RESULTS ACHIEVED SO FAR 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