PUBLIC SERVICE PORTALS Portuguese Experience

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PUBLIC SERVICE PORTALS- Portuguese Experience -

• Sofia Carvalho Office for Public Services
  Reform
• Paris, 11th December 2006

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AGENDA

• THE ENTITIES ENGAGED
• THE STRATEGY FOR THE DEVELOPMENT OF ON-LINE
  PUBLIC SERVICE
• - Tree principles
• THE NEW PORTALS - INTEGRATED DELIVERY
• SOME NON INTEGRATED PORTALS
• NEXT CHALLENGES
• LESSONS LEARNED

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THE ENTITIES ENGAGED
Responsible for the implementation of the
networking strategy of the Government, developing
the cooperation within Public Administration
bodies conducting modernization initiatives which
are transversal to the public services.
UCMA
The Knowledge Society Agency (UMIC) is the
Portuguese public agency with the mission of
planning, coordination and projects development
in the areas of the Information Society,
including those of electronic government.
UMIC
Administrative modernization through electronic
government
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SOME PRINCIPLES

• A strategy for the development of on-line public
  service

Costumer oriented solutions develop
cross-organization solutions focused on costumers
life events
Network governance create value to the
customers means a citizen centric public
administration, focused and organized to address
needs
Eat the elephant in small slices although
never loosing the way to your Vision - The shape
of your infrastructure is the shape of your
future Carlota Perez, UE
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SOME PRINCIPLES
Costumer oriented solutions
What do you want?!

• What do citizen and business expect from public
  services?
• Accessible services
• Speediness
• Convenience
• Normalized solutions

An opportunity to on-line services
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SOME PRINCIPLES
Costumer oriented solutions
Convenience

• Organize public services in terms of consumers
  needs rather than a mirror of the government
  model
• Integrate public channels on presence, web and
  phone
• Promote single points of contact, eliminating
  dispersion

Normalized solutions
Accessibility and speediness
and assess public services form the customers
point of view
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SOME PRINCIPLES
Network governance

• Key success factor for a costumer oriented
  approach
• Key success factor for a more efficient and
  effective public administration

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SOME PRINCIPLES
Network governance

• Develop new ways of cross-management
• Stimulate partnerships and working networks
  within public services
• Promote knowledge sharing and experiences
  sharing
• Cross-organizing public services

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SOME PRINCIPLES
Eat the elephant in small pieces
Focus the scope of the Vision
but divide the Project in small initiatives
Simplify/ reengineer in the first hand
and then introduce ICT-enabled projects (avoid
electronic red tape)

• Visible benefits for citizen and business, in
  the short run
• Reduce costs/increase efficiency

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THE NEW PORTALS - INTEGRATED DELIVERY
Facilitate the relationship between State and
Citizen (in a first move) and business (later on)
in the fulfilment of their obligations and
benefiting from their rights in a simple,
convenient and safe way.
2004
(Citizens Portal)
Elected channel for the relationship between
costumers and Public Administration through all
the life cycle of citizens and businesss
2006
(Business Portal)
Allow an integrated response articulating the
several public Organisms
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THE NEW PORTALS - INTEGRATED DELIVERY
Never loosing the Vision

• Be the main point of access
• Develop an innovating Portals
• Oriented to the citizens needs
• Privileging a multi-channel structure
• Including a wide range of electronic
  transactional services in order to avoid on
  presence contacts
• Making available transversal services.
• Be a complement to the other public
  administration web sites
• Act while a virtual intermediate in the
  relationship between the Public Administration
  and its users.

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THE NEW PORTALS - INTEGRATED DELIVERY
Following the principles 1.Costumer oriented
solutions
Services associated with
Sets of services
Life
events
life events in strong
Life
events
associated to specific
connection with the Public
group with common
Administration
needs
(Communities)
Needs
Needs
Servi
ç
os
Servi
c
es
Servi
c
es
Group
s
of
Users
Group
s
of
Users
Needs
Thematic
Thematic
Needs
Search
Free
area
for
Search
Information inter
-related, according its
searching
nature
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THE NEW PORTALS - INTEGRATED DELIVERY
Following the principles 2. Network governance
ENSURES THE CUSTOMERS PARTICIPATION FROM THE
BEGINNING - Focus Groups online ENSURES THE
PUBLIC ADMINISTRATION PARTICIPATION - Taskforce
with in charges nominated in all public sectors

• Contents edition updated by a coordinated network
  130 public bodies
• Search engine within all Public Administration
  web sites
• Public Administration Agenda
• Public Administration directory
• Single point of contact and authentication (basic
  level)

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THE NEW PORTALS - INTEGRATED DELIVERY
Following the principles 3. Eat the elephant in
small pieces
3
Phase
Phase
2
Phase
1
MAKE THE INTEGRATED TRANSACTION PLATAFORM
AVAILABLE
DIAGNOSTICSTRATEGY AND PROTOTYPE
BASIC ONLINE SERVICES DIVULGING

• Information and services of low complexities
• Transactional services and interactive forms

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THE NEW PORTALS Citizens Portal
Today

• More than 800 electronic public services
• 130 public bodies
• About 2.5 millions page views per month
• 6,000 unique users/day on average (80 of those
  users came from Portugal, 15 from Europe and 5
  from the USA)
• About 22.000 public on-line certifications asked
  by month
• About 120.000 active users
• Since Feb 2005 also SMS and mobile portal area
  available.
• The most wanted Ask for certifications, Ask for
  the change of address, tax declarations, ask for
  register of trademarks, aks for information
  about taxes, civil and labor rights and
  retirement.

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THE NEW PORTALS Business Portal
Today

• Launched on the 30th of June 2006
• More than 450 electronic public services
• 78 public bodies
• A close partnership of the Institute for the
  support of small and medium size enterprises
  (IAPMEI).
• Information and services gathered and oriented
  to answer the business life cycle events set up,
  management, growth and extinction
• More than 110 enterprises entirely created
  on-line, through the Business Portal, in 5 months
• Electronic Enterprise Folder personal
  information and on going processes with public
  services, organized in a secure and simple way

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THE NEW PORTALS Business Portal
The case Setting up an Enterprise
Process Re-engineering
Dematerialization
Evolution

• The idea On the Spot Firm
• A new system for creating companies, that allows
  firms to be set up by making a single trip to
  just one office and taking less than 1 hour.

• On-line firm
• Create a firm, step by step, entirely on-line
• The details of the new company are sent
  electronically to all the services involved

• New services address enterprises life cycle
• Register the changes of the board
• Ask for permanent certifications of the
  enterprise
• Deliver mandatory information (IES project)
• Choose and register a trademark

Another principle Portals as a driver for the
internal process re-engineering
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THE NEW PORTALS Business Portal
The case Setting up an Enterprise
Process Re-engineering
Dematerialization
Evolution
Costumer oriented solution
Network governance
Eat the elephant in small pieces

• Pressuposto Existência de certificado digital de
  autenticação

Another principle Portals as a driver for the
internal process re-engineering
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THE NEXT CHALLENGES
INTEROPERABILITY and E-IDENTIFICATION
Gradualtransformationof Public
SectorAdministration
ATITUDE AND CULTURE
The need to precipitate a change in the way the
public sector views and faces citizens and the
services they require The need to strengthen
public sector competencies in the technologies
citizens are currently using, which implies
training and retraining

• The need for the coordination and the
  interconnection of services that are diverse and
  currently fragmented across numerous
  organizations and public institutions
• The need to introduce a strong authentication
  within the citizens identification process

Connect - Communicate
Train - Change
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THE NEXT CHALLENGES
Interoperability
Build an interoperable platform which aims at
allowing the communications/operation between the
several systems that support the public services
business and providing multichannel electronic
services.
It will assure that all the systems work one with
each other, no matter the software product,
technology or supplier they use
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THE NEXT CHALLENGES
New Citizen Card

• As a physical document it enables its holder to
  securely identify him/herself in person.
• As a technological document it allows him/her to
  identify when dealing with computerized services
  and to authenticate electronic documents

In just one document, there will be incorporated
the Identity Card, the Social Security Card, the
National Health Service Card, the Taxpayer Card
and the Voters Card. It will facilitate a
multichannel interaction with different public
and private services, irrespective of the place
and the means of communication used.