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

2. Building a better Public Administration
Simplicity, innovation and citizen centricity:
Building a better
Public Administration
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
M 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. CITIZEN SPOTS – SMOOTH TRANSITION TOWARDS DIGITAL-ONLY
ISSUES TO TACKLE
1. PROXIMITY INCENTIVES
3. DIGITAL INCLUSION

6. 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

7. 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

8. 2.2 M SERVICES PERFORMED 440 CITIZEN SPOTS 2.100 DIGITAL FACILITATORS
CITIZEN SPOTS – MAIN RESULTS ACHIEVED SO FAR
2.2 M SERVICES PERFORMED
CITIZEN SPOTS
DIGITAL FACILITATORS
INTERACTIVE SCREENS
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

9. Thank You
Pedro Ferreira