How to use egov and Administrative simplification to react to crisis

Transcription

1 How to use egov and Administrative simplification to react to crisis OECD Meeting New Delhi, 4 th December 2009

2 Lets go back to 2005 Severe restrictions on public expenditure severely to control the budget deficit Career development and wage increases were frozen in public administration Stringent rules to restrain local government spending Restructuring of central administration (PRACE programme)

3 What were our main objectives? 1. Address both critical points and identifying quick wins 2. Put together simplification and e-government 3. Use IT as a backbone 4. Rationalize resources a new model for public services delivery

4 1. Address critical points and identifying quick wins to gain the trust of citizens and businesses a. Addressing critical situations On the Spot Firm b. Showing that results could be produced quickly, so as to generate trust in change (quick wins) Certified vehicle plate number

5 a) On the Spot Firm September: on the spot firms 32 min. standard constitution time New system for creating companies, that allows firms private limited companies, partnerships or PLC to be set up by making a single trip to just one office and taking about one hour The desk hands over at once the articles of association and the body corporate identification card No longer need to communicate the set up of the new company to other relevant public departments Municipal licensing services already delivered by 6 Municipalities (e.g. advertising licensing)

6 b) Certificate vehicle plate number Single document that merges information of two documents which data - concerning vehicle property and vehicle individual elements - is under the responsibility of two different Ministries +

7 1. Address critical points and identifying quick wins to gain the trust of citizens and businesses 4 years simplification initiatives Simplex Program accomplished More than 80% of execution rate among all the Programs

8 2. Put together simplification and e-government + Placing administrative simplification and e-government together in the context of public management reform, was one of the key success factors.

9 2. Put together simplification and e-government - Examples - On-line Company From simplification to dematerialization On average 24 companies per day are created on-line More than companies were created This new simplified system for creating companies was totally dematerialized and made available at the national Business Portal the Company on-line. Lawyers, solicitors, notaries as well as any person who holds a qualified digital signature, they all can use this more convenient way and complete the processes without leaving their own offices

10 2. Put together simplification and e-government - Examples - Financial statements and statistics - From dematerialization to simplification Dematerialization of periodical delivering of information that was spread among different forms, in different periods of the year to 4 different public services. Now this obligation is complied in just one single online interaction. Every year more than Financial statements and statistics statements are delivered

11 2. Put together simplification and e-government - Examples - Portugal is #1 at the most recent EU27+ European Ranking, in Availability and Sophistication indicators for online public services

12 3. Use IT as a backbone Citizen s Card A physical document that allows the visual identification of a citizen A digital document that allows the citizen to identify himself and to electronically sign different documents. A travel document inside the Schengen area It will replace 5 ID Cards: National Identity Card; Taxpayer Card; Social Security Card ; Voter s Card; National Health Service Card

13 3. Use IT as a backbone The Citizen s Card: A driver to develop egov solutions More interactive services on line for citizens and business Start up a business on the on-line Business Portal Change address Apply for industrial licensing Complaint to authorities Buy and Sell a car University applications Unemployment benefits request

14 4. Rationalize resources a new model for public services delivery All story about Citizen Shops

15 4. Rationalize resources a new model for public services delivery Characteristics of 1stGCS Hypermarket of services: Between m m2 average On the back-office: Poor integration tools. Total independence of the Services On the front-office: Similarity on the appearance. A new environment of quality of service despite the burocracy. The use of computers was very reassurance for citizens Place shared by public and private sector First Call Center of the Public Administration

16 4. Rationalize resources a new model for public services delivery Characteristics of 2ndGCS Modular concept: different shops with different sizes New concepts: Live events: I lost my wallet; I m getting old; I want to by a house ; I want change car; I want to find a job Multi-services Counter The Assisted Self-Service Kiosks A mix between single desks by life event and services by sector Business Space

17 4. Rationalize resources a new model for public services delivery Main goals Rationalise geographically and financially the public service delivery model Try out new service delivery models underpinned by ICTs, which enable an integrated multi-channel approach Make the new generation of Citizen s Shops the preferred face-to-face channel adjusting its supply to the local demand.

18 4. Rationalize resources a new model for public services delivery The Network Today 20 Citizen s Shops 10 2 nd Generation CS Public services: 60% of all user visits; private services : 38%. 2nd 2nd 2nd 2nd 2nd 2nd 2nd 2nd 2nd Next Steps Extend the concept to all country Mobile Citizen shops will deliver public services

19 How to use egov and Administrative simplification to react to crisis OECD Meeting New Delhi, 4 th December 2009