Transcript Poupatempo Program: The Citizen Service Center and its Innovations Daniel Annenberg Poupatempo Superintendent

Poupatempo Program: The Citizen
Service Center and its Innovations
Daniel Annenberg
Poupatempo Superintendent
[email protected]
These are some of the main
documents one needs in Brazil
Identity Card – With picture and
the ten fingerprints
Driver’s License
Working document – containing all data
regarding labor information such as
employers, functions, salaries,
vacations etc.
How these documents used to be
provided
Each document had to be requested at a different location
These locations were few and inadequate
The staff was poorly trained
There was a lack of information and orientation
There were long lines and much time wasted
There was a black market for places in line (people would sell their
places in line to others that would rather not wait)
Services were carried out by privileged intermediaries charging
high rates
One-Stop Shop Model
Currently there are 23 Service Centers in different
Brazilian states, each one running several different units,
beyond similar initiatives on the part of municipal
administrations;
The main Centers, on account of size and reach, are the
SAC (Citizen Service Center, “Serviço de Atendimento
ao Cidadão”), in the state of Bahia, and Poupatempo, in
the state of São Paulo;
The Centers are installed in large/medium urban centers,
in locations easily accessible by a majority of the
population;
In São Paulo State, mobile units were created to serve
cities and/or towns far from major urban centers. These
mobile units also serve as instruments for social and
digital inclusion of the population (electronic services
with support from staff);
One-Stop Shop Model
from different Brazilian states
Center
Poupatempo
SAC
Rio Simples
State
São Paulo
Bahia
Rio de Janeiro
Population
(IBGE - Censo 2000)
37 million
13 million
14 million
Year of installation
1997
1995
2001
Fixed Units
10
25
2
Mobile Unites
7
2*
0
Average services delivered
daily
75,000
42,300
2,250
Average services delivered
monthly
1.5 million
847,000
45,000
Overall number services
delivered since installation
135 million
80 million
2 million
*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.
Why has this model been
successful?
One-Stop Shop model has spread successfully across
Brazil, as the population reacted favorably to more
citizen-oriented service delivery;
Brazilian bureaucracy is based on the principle that
“all are guilty” until proven otherwise;
As such, the emergence of a new model for serving
the population, and the possibility of change, was
appreciated by society;
São Paulo’s one-stop shop model, the Poupatempo
(Time-saver), is applicable to other developing nations
because of its adaptability to local demands (big cities
and smaller towns), its increased operational
efficiency and the high quality of services offered to
citizens.
Essential factors for the model’s
success
For success, it is fundamental that:
The project is made a high priority in the government
administration;
The project is given priority in the budget process
beside receiving political support
Society, i.e., the citizens, should be striving for better
access to Government Information, allowing them to
better to participate as citizens;
Poupatempo Program Concepts
Putting several public service delivery agencies in a
single place (more than 400 kinds of services
provided by 68 different agencies);
Establishes a new concept in public service
regarding the way the citizen is served, offering
public services with efficiency, quality and speed.
Goals of the Poupatempo Program
Increase citizen’s access to information and public
services
Provide high quality service, saving the citizen's time
and effort
Restore citizen’s faith in Government
Bring transparency to public administration
Bring the state and citizen closer
Extend office hours from 6 hours to 12 hours a day on
weekdays and introduce 6 extra hours on Saturdays
Provide access to services without the need for
intermediaries
General Aspects of Poupatempo
Program
10 Poupatempo Stations and 7 Mobile Units
More than 132 million services delivered (between
October of 1997 and February of 2006)
An average of 75,000 served per day;
68 different public agencies
Around 5,000 civil servants
99% populations approval (IBOPE Research, 12/2005)
General Aspects of Poupatempo
Program
Cultural and educational activities integrated with
community outreach programs (neighborhood,
communities, NGO’s, businesses, universities etc.)
and staff initiatives
Requests for more Poupatempo Units from more than
500 cities in the State;
Consultancies for the Government of Nicaragua,
Regional Labor Court, and currently negotiating with
Government of Mozambique.
Implementation of 6 more new stations in 2006: one in
the capital, two in the metropolitan region and three in
the countryside.
o These new stations will use a new Public-Private Partnership model.
Cost Evaluation
Each service delivered in a Poupatempo costs the state
US$ 1.29 (excluding civil servant salaries)
For those Poupatempo Stations using a Public-Private
Partnership model, services will cost the state around
US$ 1.43
The government invested US$ 25.5 million into the 10
Poupatempo Stations
The average monthly cost of a Poupatempo station
varies between US$ 211,000 and US$ 295,000
according to size and demand (program budget for
2005: US$ 27.6 million).
(US$ 1.00 = R$ 2,37 / May 24th, Brazilian Central Bank)
Cost evaluation for the innovation –
example of reissue of an ID Card*
Cost X Process
Cost of ID using
traditional method
Cost of ID at
Poupatempo
For the State
US$ 3.56
US$ 5.38
For the Citizen
US$ 17.51
US$ 10.10
Total cost
US$ 21.07
US$ 15.49
Issue of an ID card through Poupatempo costs the
State a little more than the traditional method;
However, the cost to citizens and society is much less
with Poupatempo than with the traditional method.
*Florência Ferrer Research & Consultancy, Cost Evaluation for innovation in service rendering: issue
of ID card and Prior Criminal Record Statements, 2004.
(US$ 1.00 = R$ 2,37 / May 24th, Brazilian Central Bank)
Poupatempo Standard of service
components
Channels for feedback opinion: satisfaction surveys
and complaints through a hand-written form, via e-mail
or via phone
Continuous training of employees (attendants,
cleaning team etc.)
Employee appreciation mechanisms (campaigns and
events)
Public Opinion Polling to certify quality of service
delivered in the centers
Warm and clean environment
Mobile Units
Capital, Metropolitan São Paulo, and Country of State
7 customized trucks and buses cover distant parts of
the capital, neighboring cities and the throughout the
state.
o Trucks and buses stay from 3 to 15 days in each district or city, and are
designed to perform 850 services daily
Mobile Unit Cost Estimate
Mobile Units cost US$ 84,000 monthly
Costs include: Human resources, transport, data and voice
communication, installation and de-installation logistics, publicity,
cleaning, maintenance, and other items needed for operation of
the Mobile Unit (investment + costs)
e-poupatempo
Bring the Poupatempo standard to
electronic delivery of public
services
Citizens are encouraged to use
electronic services
Identification of citizen’s needs,
desires and obstacles for using
electronic services
More than 500,000 services
delivered
Two service rooms implemented in
private partnership with both Intel
and AMD
Human-Computer Interaction
Laboratory
Objective:
Observe human x computer
and human x internet
relationship
Identify access obstacles
o Social, economic and cultural
barriers of the population
o Barriers of products offered in
public sites
Scope
Incorporation of some support activities of Electronic
Government.
Portals (Example: Citizen.SP – brings together services
organized by the concept of citizens’ - “life events”)
Guidelines (Creation of normative and orienting material,
with recommendations for support of the Agencies and
Secretariats of the State Public Administration. Example:
visual identification, usability, web acessibility etc.)
New technology
Citizen.SP Portal
Single virtual area, with a user-friendly interface,
organizing services by citizen's life event (e.g. birth,
school registration, employment, marriage, retirement,
death)
Makes available 2,067 services provided by the São
Paulo state government
The main services provided by this portal are: Prior
Criminal Records, Electronic Fact Bulletins, and Points
taken from driver’s licenses.
New Technologies –Government 360º
The tendency toward digital convergence should bring us to
Government 360º (explained in next slide);
As a service of government centered on the citizen and
looking to the future, Poupatempo prepares to deliver
services through multiple channels, with new technologies,
and an attentiveness to the customer
Despite recent studies and technological advances, in Brazil,
the majority of people (67%)* still prefer in-person service –
in part because even in São Paulo Internet access is
available in only 20% of homes in 2004;
The Poupatempo Program continues expanding the
implementation of in-person Service Stations and will
shortly cover the entire state.
* Study was carried out in September of 2005, by Cisco Systems, for the Ministry of Planning, Budget and Management.
New Technologies –Government 360º
This concept suggests that a Government presence
can surround the citizen, using multiple channels for
access, with the information and language appropriate
to everyone.
Boards
Billboards
Outdoors
Digital TV
Printed Material
TV
Radio
Forms
Company Phone
Magazine
Mobile Phone
Newspaper
Call center
DIGITAL TV - Poupatempo at Home
Pioneering the use of Digital TV and mobile phones to
deliver government services to the public
The first such project in Latin America and the third in
the world: using digital technology to deliver public
services
Electronic services on line, videos on demand, live
chat
The Global Access Project is introducing nets of only
digital optic access in a great quarter of São Paulo City
(45,000 users)
The Governor’s Office (Casa Civil) and a partners’ net
has signed a cooperation protocol to define interactive
TV policies for public services and electronic
government in São Paulo state
Information by telephone
(fixed and mobile)
A new partnership between public agencies and the private
sector to deliver public services and information to M-gov (mobile
phones and PDAs) and fixed phones (voice portal);
This service will begin with information regarding public service,
with a list of 8 most frequently requested services of the phone
access (dial 190) services, such as hospitals, police stations,
public schools and other public sector agencies;
Objectives:
 provide availability of electronic public services to the population;
 expand the ways of getting information or services;
Target Platforms
Phone: voice portal service
Mobile phone service: range of services on screen,
Poupatempo Program: The Citizen
Service Center and its innovations
Daniel Annenberg
Poupatempo Superintendent
[email protected]