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

2. Building a better Public Administration
Simplicity, innovation and citizen centricity:
Building a better
Public Administration
AMA - Public Agency created in 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

3. 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

4. 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

5. 62% 18% DIGITAL DIVIDE IS A KEY ISSUE AT THE EUROPEAN LEVEL…
EUROPEANS USE INTERNET
ON A DAILY BASIS
18%
EUROPEANS
NEVER BEEN ONLINE

6. 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

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

8. 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

9. 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

10. 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

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

12. 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

13. BMS PAC CITIZEN SPOTS EVOLUTION 2000 2008 77 101 440 19 9 15 175 21 8513
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

14. 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

15. 0€ CHARGES ARE DESIGNED TO PROVIDE EXTRA INCENTIVE
FREE OF CHARGE FOR INFORMATION AND SIMPLE TRANSACTIONS
CHARGES ARE ALWAYS SET BELOW TRADITIONAL COUNTER SERVICE

16. 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

17. 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

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

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

20. 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

21. 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
CITIZEN SPOTS
DIGITAL FACILITATORS
INTERACTIVE SCREENS
SERVICES TYPES
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

22. Thank You
Pedro Ferreira