1. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 1 Brazil’s Experience with Integrated Citizen Service Centers Peter Knight Coordinator, e-Brasil Project and e-Brasil Portal www.e-brasil.org.br www.e-brasil.org.br President, Telemática e Desenvolvimento Ltda. and Daniel Annenberg Directing Partner, Res Pública Consultoria Presentation at Zelenograd Prefecture Moscow, Russian Federation 28/05/2008

2. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 2 Structure of the Presentation Citizen service centers in a broader strategy of e-government and e-development Principles and objectives guiding the development of integrated citizen service centers State and municipal-level programs: Brazilian best practice: BA (SAC), SP (Poupatempo), GO (Vapt Vupt)‏ How to integrate the physical and virtual channels while keeping down costs? Outsourcing citizen service centers vs. or combined with those run by the State Levels of staffing Challenges for the future Possible Russo-Brazilian Collaboration

3. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 3 What is e-Development? e-Development is more than e-government Involves intensive use of ICT to accelerate socio- economic development –In the information society, –In the knowledge economy, promoting competitiveness, reducing transaction costs –Allowing lifelong learning Addresses two central development issues –Socio-economic inequality –Competitiveness in a global, knowledge-based economy We’ll see in next slide that e-development is a broad concept.

4. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 4 Vision, Leadership, Consensus, Policies, and Institutions Institutions ICT Applications: e-Government, e-Business, e-Society Information Infrastructure Human Resources Development ICT Industry Promotion Elements of the e-Brasil Vision (Thanks to Nagy Hanna)‏

5. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 5 Integrated Citizen Service Centers, e-Government and e-Development Integrated Citizen Service Centers (ICSCs) are oriented to citizens’ needs rather than bureaucratic imperatives ICSCs can help launch a process of public administration reform: changing the interface with the citizen can lead to integration of the “back office” – this is a major challenge ICSCs are focused on serving the citizen and can play a strategic role in transforming the relations between citizens and the State ICSCs rely heavily on ICT, and usually lead to a virtual ICSC as a next step, using the Internet, mobile phones, and now digital television

6. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 6 Why ICSCs Civil society fed up with unresponsive bureaucracy –unnecessary routines –no evaluation of quality of service delivery –low transparency in the relationship of civil servant vs. citizens, –hours and locations of service delivery inconvenient for citizens –Unpleasant surroundings, long waits –Repeated requests by bureaucrats for information the State already has –Attitude of “create difficulties in order to sell facilities (corruption)‏

7. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 7 Principles of ICSCs Combine various government units providing services to the public, civil society organizations, and private enterprises providing services of a public nature in a single physical location, convenient for citizens, a pleasant atmosphere, and at hours convenient to the citizen Establish a new paradigm of citizen service as regards quality, efficiency, and speed

8. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 8 Objectives of ICSCs Expand access of the citizen to information and public services Provide quality services, save citizens time and effort Provide transparency in public management Bring the State closer to the citizen Seek continuous improvements in service delivery, deburocratizing, simplifying wherever possible, without violating existing legislation

9. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 9 Elements of ICSC Standards Continuous training of service providers Clear instructions available to citizens Personnel able to do multiple tasks Uniforms and name badges to identify ICSC personnel Availability of support services for citizens (photography, xerox, etc.)‏ Call center to provide information on ICSC services pre and post-visit (also online) Regular surveys of user satisfication Clear and citizen-friendly ways to provide feedback on services provided to citizens

10. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 10 Environment of the ICSC Adequate, well lighted, comfortable spaces for waiting within sight of the areas where services are provided Visual communication systems (electronic panels to manage lines, color coding by type of service, etc.)‏ Brochures and folders with information on the services being delivered Infrastructure and resources dimensioned in accord with need: personnel, up-to-date equipment, furniture, physical space, etc. Constantly updated manual on service delivery, standardized across all ICSCs

11. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 11 ICSCs in Brazil ICSCs now exist in 23 of Brazil’s 26 states, 2 more currently have ICSCs in development There are a growing number of municipal-level ICSCs, at least 6, mostly in São Paulo State The best practice for ICSCs in Brazil are currently found in Bahia, São Paulo and Goiás states In these states the results have been better than the others, with greater –acceptance and use by citizens –units in operation –political support and visibility –involvement of the state agencies and institutions participating –resources allocated for the ICSCs –continuity in management Next we provide some basic information on the ICSCs in these three Brazilian states

12. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 12 Let’s Visit the Brazilian ICSCs Poupatempo (São Paulo): www.poupatempo.sp.gov.br/home/ www.poupatempo.sp.gov.br/home/ – Poupatempo em Vídeo Poupatempo em Vídeo SAC (Bahia) www.sac.ba.gov.br/www.sac.ba.gov.br/ Vapt Vupt (Goiás) www.vvv.goias.gov.brwww.vvv.goias.gov.br Site with access to all state sites www.centraisdeatendimento.sp.gov.br www.centraisdeatendimento.sp.gov.br

13. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 13 Poupatempo, SP

14. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 14 SAC, Bahia

15. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 15 Vapt Vupt, Goiás

16. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 16 ICSCs in SP, BA, and GO 5.6 million14.1 million39.8 million Population of state in 2007 (IBGE)‏ 199919951997Year of installation 6.6 million11.4 million27.8 million Services delivered in 2007 Mobile Units Fixed Units State 12*7 192511 GoiásBahiaSão Paulo *In 2000, SAC had 6 Mobile Units. Since 2001, 4 were deactivated, as demand had already been met. Since then, two units operate in Bahia.

17. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 17 Outsourcing vs. Use of Civil Servants in ICSCs Various combinations of outsourcing vs. use of civil servants have been experimented with in Brazil over time and geographic units. There are some limitations posed by law, the number of available civil servants, etc. In the early Poupatempos, only cleaning, maintenance, security, and food services were outsourced. Beginning about 2000, with a lack of civil servants, receptionist and those providing orientation to citizens were outsourced, and later the whole process of implanting new Poupatemo units (civil works, purchase of equipment, furniture, etc.) and management of the Poupatempo itself – only about 20% of the staff were civil servants as required by law. In Bahia, the SACs began largely with outsourced personnel, and slowly moved toward greater use of civil servants.

18. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 18 Outsourcing vs. Use of Civil Servants in ICSCs (2)‏ In some other states the majority were and are civil servants. Most new programs are opting for almost full outsourcing, with only the overall management of the project and monitoring of the quality of services provided remaining the responsibility of Governments. This has not yet proven to be cheaper or better than direct government operation, and in the case of Acre, the government has chosen to assume all responsiblities for implanting and operating the new ICSCs (OCAs). More important than the affiliation of the employees is the training they receive, including in ethics of public service, citizen’s rights, quality of service, teamwork, and the details of how to deliver specific services. Probably some mixture of outsourcing and direct provision by civil servants is best, but again, Brazilian experience offers no hard and fast rule.

19. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 19 Role of the State in the New Model Poupatempos Define directives, norms, and standards of quality Select and define the locale Elaborate the full project, including architecture, engineering, and visual communication Monitor the quality of service delivery Participate in administration of the unit with high- level quality managers Elaborate manuals, norms, and operational procedures Develop indicators to manage quality of service delivery

20. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 20 How are multiple services integrated in an ICSC? The ideal is for services to be fully integrated, so that the citizen would have to circulate the minimum possible within the ICSC – services should be integrated across levels of the federation and units of government at each level. In Brazil so far this ideal is definitely not met, though in various states are working in this direction, and there is a federal program to promote interoperability. There are difficulties with legacy systems and the lack of interest of some government units in this kind of integration.

21. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 21 How many personnel are required to operate an ICSC ? The number varies with the size of the unit, the number and complexity of services offered, and citizen demand. In São Paulo for 11 Poupatempos, about 5,000 employees (working 12 hours per weekday and 6 hours on Saturdays). For an ICSC with 4,000 M 2 and about 15 different government organs participating, about 400-500 employees.

22. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 22 Criteria for Selecting Services, Poupatempo and other Brazilian ICSCs The first criterion was services in greatest demand by the citizens (e.g. identity cards, work cards)‏ Also those requiring the most time or most difficulty to get (for these, it was important to first simpllify the processes, computerize procedures, etc. before putting them in the ICSCs)‏ Services that the poplulation wanted to be able to obtain in a single place Services already having a certain standard that could, in a good sense, “contaminate” the others, helping them to improve their quality

23. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 23 Challenges for the Future Integrate various services independent of the parts of Government (federal, state, municipal and functional parts of government at each level) and of the legacy systems behind them Organize service delivery better using multiple delivery channels (Internet, face-to-face, telephone, digital TV)‏ Reduce costs of the ICSCs and find ways to maintain them independent of State and Municipal budgets Improve and make more agile the delivery of services (redesigning processes and procedures, deburocratizing)‏ Find new ways to maintain employee motivation, gradually making them capable of perfoming multiple services Improve relations with citizens (through use of Citizen Relations Management – CRM, a single registry for each citizen,, etc.)‏ Increasingly value activities related to service delivery, creating appropriate career paths Create channels of particiation for the population so that the ICSCs become a state policy rather than that of a particular government

24. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 24 What is integrated in ICSCs and why? It is truly a challenge to integrate services. Why try? Because to carry out various of them, it is necessary to present other documents. For example, to issue an identity card, one needs a birth certificate and perhaps a marriage certificate. And to issue a series of other documents, an identity card is necessary. If these services are rendered in the same place, everything is easier for the citizen. Another example: if a citizen loses his wallet, he will need to replace all the documents that were in it. For citizens, then, integration means saving time, effort and money To open a business is another good example, and this has led to special service centers for business people. As in the case of citizens, having all the services available in a single place saves time, effort and money. Some states and municipios have reduced the time to open a business from six months to less than one. Finally there is an effort being made to integrate some services via internet, for example reporting loss of na identity card, and making an appointment to get a new one in an ICSC

25. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 25 Opportunities for Collaboration between Brazil and Russia Plan travel and study visit of Russian specialists to Brazil this year After better assessing the relevance of Brazilian experience for Russian conditions, invite a Brazilian team to work with Russian teams interested in implementing or expanding ICSCs in Russia Consider a similar exchange with Russian specialists working in Brazil to help improve Brazilian ICSCs if there are areas of strength in Russia which appear transferible

26. 28/05/2008Zelenograd Prefecture Government of Moscow Slide 26 Peter.Knight@e-brasil.org.br peter@tedbr.com www.e-brasil.org.br Daniel.Annenberg@respublicaconsultoria.com Thank you! Telemática e Desenvolvimento Ltda.