portuguese best in class services to citizenslmagal/connectgov tt 2.pdf · portuguese best in class...
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Portuguese Best in Class
Services to Citizens
3rd Connected Government Think Tank Paris, 18 Oct 2006
Knowledge Society Agency Ministry of Science, Technology
and Higher Education, PORTUGAL
Luis Magalhães President
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FROM PUBLIC SERVICES BENCHMARK REPORT OF JUN 2006
Critique on the idea that we are at the time of
empowering citizens through ict use. Not quite yet!
If we have that illusion we will be empowering a very
small minority and for years to come.
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Critique on the idea that we need to start with a
fully comprehensive technological solution from
supply side.
We are now concentrated in having people to use the
systems.
If you keep working to the inside making a perfect supply
system with today technology and standards than you will be
delaying services to users and will get locked to present
technology making it difficult to benefit from the ubiquity that
is coming and to the connected world to which Yvon Le Roux
was alluding.
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Deliver Value to Final Users
Understand rigorously preferences and needs of final users (citizens, enterprises, ... )
Segment in groups and prepare facilitated access pathways to their preferences and interests
Work with local organizations to reach the people (municipalities, NGOs of solidarity and support to development, schools, polytechnics, universities, ... )
Organize free access public Internet Spaces with specialized personnel as an instrumental network for effective inclusion (close to 1.000)
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Announce and Implement on Time Ambitious Projects, without Failures and with Continuous Improvements
Recent examples:
Connection of all schools in Broadband and services
Integration of all national Higher Education in a whole wireless virtual campus and deployment of services
Full request of public certificates through the Internet (including payment)
Fully online creation of enterprises and Enterprise Electronic Portfolio
Electronic Citizen’s Card by the end of 2006, inte-grating 5 IDs and delivering 5 new electronic services
Tax services (close to ½ income tax and all VAT declarations submitted electronically)
Free paperless National Official Journal (27 tons/day of paper saved)
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Provide Multichannel Attendance and Facilitation
Internet
Mobile Phone
Voice and Image
ATM network
Person-to-Person
Network of physical Citizen’ Shops where all public services to citizens are rendered being extended and organized for one-point attendance supported on the Citizen’s Portal
Measure citizen satisfaction with the services provided and improve them accordingly
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Enhance Mass Applications Use Even Through Classic Channels
Advanced Electronic Car Recognition in highway tolls, parking lots, gas stations, …
Electronic services and commerce through ATMs
Expand network of physical Citizen’ Shops in the main towns they became the public services counters preferred by citizens
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VIA VERDE
Mass Applications Example: Advanced License Plate Recognition
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Car Parking
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Clientes Via Verde [milhões]
0.20.4
0.5
0.7
0.9
1.0
1.2
1.4
1.6
1995 1996 1997 1998 1999 2000 2001 2002 2003
1.7
2004
1.9
2005
Leader in Europe
Customers (millions)
OBU’s por mil habitantes
190
75
17
1
190
75
17
1
1.9 milhões clientes
4.5 milhões clientes
1.0 milhões clientes
Um líder na Europa
Per thousand inhabitants
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600
900
1985
0
Millions of operations
1987 1991 1989 1993 1995 1997 1999 2001 2003 Number of
cards (thousands)
551 939 1.644 3.184 4.798. 6.265 8.132 10.824 13.250 14.687
POS Network
Telemultibanco (GSM bank services)
MBNet (e-commerce)
Bill Payment Services
1.200
1.500
Direct Debits
Source: SIBS.
ATM network
300
Via Verde (non-stop tool
payment)
ATM Advertising
ATM Audio Interface
Mass Applications Example: Services Through ATMs Pervasive Unified Network in Portugal
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ATM Services Portfolio: 60+ services
Usual bank services (same system for all banks)
eCommerce (bill payments – e.g., water, gas, electricity, telecommunications, GSM top-up, transport services – Via Card, train tickets, performances tickets purchase, telecom services – internet subscriptions, Totobola/Totoloto/Lottery)
Service enrollment/subscription (Via Verde, MBNet – chargeable limited amount credit card used for 30% of payments through the Internet, TeleMultibanco – m-banking and m-commerce)
eGovernment (payment of taxes, social security contributions, judicial costs, consulting voting lists, …)
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For the Future: Wide Use Applications Human-computer interaction by speech and image
Exploiting mass deployment of digital TV
Managing information and contact overload for personal and collective benefit
Exploring the interactive technologies developed for electronic games in the benefit of other applications
Providing innovative health care enhanced by ICT
Managing/mitigating public risks
Developing rich uses of ICT for groups such as the elderly, immigrants and citizens with special needs
Exploring the future ubiquity of communicating devices, sensors and distributed computing for Ambient Intelligence
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100%
Broadband in
All Public Schools
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Nationally Subscribed Knowledge Library
Online
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Fully Integrated Wireless Higher Education Virtual
Campus
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Wireless access points at IST in blue. Area of green circles proportional users
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10 min
Green lines join access points where at least one user was connected in the time interval above
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1 day
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1 week
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Roaming between different campi
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National Research and Education Network (RCTS)
Portugal-Spain Fiber Ring Portugal-Spain Summit, Nov 2005
Extension of Fiber Network
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Close to 1.000 Free Public Internet Spaces
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Municipal Networks and Services in
Digital Cities and Regions Projects
26 Digital Cities and Regions covering a territory of about ¾ of the country population. Soon they will reach 31 to cover about 90% of the population
Several include the deployment of broadband municipal networks for public administration, hospitals, schools, solidarity institutions, etc. (fiber and WiMax) and corresponding services
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Income Tax Declarations
In 2006 more than 2.2 million declarations done through the Internet (about ½ of the active population)
All VAT handled through the Internet
Car circulation tax handled through the Internet
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Enterprise’s Portal
More than 400 services
Enterprise Electronic Portfolio
Electronic consulting for advice
Enterprise Online (fully online creation of enterprises)
30 Jun 2006
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0
5
10
15
20
25
30
2003 2004 2005 1ºS 2006
Evolution of Total Value Negotiated Each Year Millions €
National eProcurement Program
Estimated savings: 20%
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Adoption of Electronic Invoices in the Public Administration
Aug 2005 Government decrees adoption up to the end of 2006
Nov 2005 A stakeholder/experts Work Group was formed to analyse/propose legislation and to prepare the Electronic Invoice Guide
Jul-Oct Pilot Launch as shared services in 13 of the 16 ministries, involving several public bodies, suppliers and eInvoice solutions
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Citizen’s Card eID
Proof of concept 8 Mar 2006, to be launched end 2006
Integration of 5 cards
(ID, health, social security, voter, tax payer)
5 eServices available from the beginning
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Launched project Jun 2005
Presented 18 Apr 2006
Available since 28 Aug 2006
Portuguese made innovative biometric
data acquisition machine
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Public service, provided competitively, for voluntary communications between public bodies, citizens and enterprises through Email sent to a nominal Electronic Postal Box
Assurance of security, confidentiality and integrity of communications and their contents
Each Electronic Postal Box must be associated with at least one physical postal residential address allowing, whenever required, forwarding by traditional mailing
Electronic Postal Box
Enacted Apr 2006
Offered since 28 Jun 2006
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Fully electronic Portuguese Official Journal (3 Jul 2006), formerly spending 27 tons/day of paper
Creation of a Public Sector PKI, in particular for full dematerialisation of legislative approval process
Improving the Legislative Process