1. Portugal Gonçalo Semedo Trindade Consultant for Administrative and Regulation Simplification AMA, IP – Agency for Public Services Reform

2. Approach of Administrative Burdens of Citizens in Portugal SIMPLEX Programme is being implemented since 2006 –Focus on Citizens, Enterprises and Public Administration Administrative and Legislative simplification Programme –Strong use of ICT with process simplification Objectivs: –Reduce bureaucracy; –Increase the State’s transparency and the Public Administration’s efficiency; –Improve people’s relationship with public departments.

3. Approach of Administrative Burdens of Citizens in Portugal SEMA, State Secretary for Public Services Reform AMA IP, Agency for Public Services Reform –Operational level; –Knowledge Planning and Management department specifically in the Citizen and Enterprise Relationship area, with 5 collaborators. Advisory and Evaluation Independent Board –Follow programme execution. Prepare next years programme.

4. Approach of Administrative Burdens of Citizens in Portugal Actual methodologies: –Citizen’s complaints; Satisfaction inquiry - Citizens Shop; Public consultation – SIMPLEX; National inquiry for the Electronic Services - UMIC Future methodologies are being prepared –Focus Group; e-Inquiries to Citizens Portal registered users; National Customer Satisfaction Index; Standard Cost Model; National inquiry for the Electronic Services - UMIC. “Lost wallet” service; Citizen’s information alteration Identified burdens: Certified information delivery to the Public Administration

5. Approach of Administrative Burdens of Citizens in Portugal Measures already implemented (SIMPLEX’07): –Citizen’s Card – citizen authentication and document certification; –Elimination of criminal registration certification (95 situations). Elimination of obligatory military census Citizen’s Shop expansion (2 new shops in 2008) Public consultation for SIMPLEX’08 (evaluation): –24 hours self-service Public Services - Better access and larger availability; –Common Network of Knowledge. –Book of creativity and innovation.

6. Expectations of learning group: Knowledge exchange regarding the best practices implemented outside our country; Identify the key services; How to implement the methodology: possible constraints to be encountered. Establish a common platform of agreement towards citizen’s services administrative burden reduction