Integrated services and multichannel approach. - The Simplex Program -
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1 Integrated services and multichannel approach - The Simplex Program - Meeting the Hungarian delegation
2 Agenda About us and the administrative modernisation strategy Simplex: a programme for administrative and legislative simplification One stop shop experiences, in multichannel
3 About us The Office of the Secretary of State for Administrative Modernisation is placed in the centre of the Government (Presidency of the Council of Ministers) and comes under the direct authority of the Portuguese Minister of the Presidency of the Council of Ministers Its main goals are to promote cooperation between all bodies involved in modernising public services and to oversee the implementation of modernisation and simplification initiatives
4 The administrative modernization strategy PUBLIC SERVICES TODAY Vertical; hierarchical; inflexible The supply s logic: services divided into silos Difficult access to services Government knows everything The same service for everyone PUBLIC SERVICES TOMORROW Transversal; shared; connected The demand s logic: integrated services Services on real time 24/7 The citizen also knows and is co-producer Custom-made service
5 Simplex: main goals Objective : change ongoing processes and procedures, which place a disproportionate burden on citizens and businesses, based on a previous assessment of its impact I. One stop shop and Multichannel approach II. Eliminate duplicated demand III. Transparency and predictablility IV. Proportionally to risk
6 Simplex: main characteristics I. Initiatives: gathers egov and administrative simplification II. Strategy: top down + bottom up III. Composition: transversal and sectoral measures IV. Participation: public consultation, Ideia.Simplex, coproduction V. Assessment: measurement and evaluation of results VI.Accountability: control by the Council of Ministers VII.Transparency: regular public reports +
7 Simplex: main outcomes 4 years, 4 programs More than 730 initiatives implemented from all government departments 2 years, 2 programs 438 initiatives from 60 municipalities
8 One Stop Shop service delivery The Portuguese Experience
9 The face-to-face channel: Citizen s Shops
10 The face-to-face channel: Citizen s Shops
11 The face-to-face channel: Citizen s Shops The Citizen s Shops deliver a wide range of face-to-face services for citizens in one place (Shopping center model); Services are from different levels of government (central and local); Both public and private sectors services. More than 80 Million people served.
12 The face-to-face channel: Business Shops
13 The face-to-face channel: Citizen s Shops The face-to-face channel: Business Shops
14 The face-to-face channel: Citizen s Shops The face-to-face channel: Business Shops The same concept of the Citizen s Shop. The Business Shops provide public and private services for businesses; They cover the business lifecycle: starting a business; managing business activities; expanding a business; closing or selling a business.
15 The face-to-face channel: Citizen s and Business Shops evolution 1999: First Citizen Shop opened Today: 20 Citizen s Shops; 18 from the 2 nd Generation (10 more until the end of the year) 1997: First Business Shop opened Today: 10 Business Shops
16 The face-to-face channel: Services available at Citizen s and Business Shops Central government services: Taxes; Social security; Registries (land, business, vehicle, civil); Health care; Labour; Immigration; Licences and permits from several departments.
17 The face-to-face channel: Services available at Citizen s and Business Shops Local government services: Municipal licences; Municipal water supply services. Private services: Banks; Utilities; Mobile phone; Postal services; Cable TV.
18 More One Stop Shops
19 The face-to-face channel: Multi-services counter
20 The face-to-face channel: Multi-services counter It is used for services with a low level of specialisation that can be provided in a single, quick interaction with the same person (Social security services such as retirement benefits; Health care services enrolment in local health centres; Drivers license renewal)
21 The face-to-face channel: Integrated services/counters The integrated counters offer services organised according to people s and companies daily life events: Replacing lost documents; Buying or selling a home; Creating a new company; Creating an association; Birth registration at the hospital; Inheritance.
22
23 The face-to-face channel: Citizen s Shops On the Spot Firm service Launched in 2005, this service enables entrepreneurs to set up a company private limited companies, joint-stock companies or single shareholder limited liability company at a single contact point and in less than one hour (in average it takes 35 minutes), without filling any application form. All the information is internally exchanged among the public services involved (registry, social security, tax, economy).
24 The face-to-face channel: Citizen s Shops On the Spot Firm service ONLY 3 STEPS TO CREATE A COMPANY 1. Choose a name from a list of pre-approved company names reserved by the National Registry of Firms (RNPC) on behalf of the State (the list is available on the On the Spot Firm website, or at any On the Spot Firm desk). 2. Choose one of the pre-approved standard memorandum and articles of association packs (also available on the website or at the desk). 3. Register the company at any On the Spot Firm desk.
25 The face-to-face channel: Citizen s Shops On the Spot Firm service MORE CONVENIENT, CHEAPER AND INNOVATIVE More convenient: all the process is completed with one visit to a single contact point. Cheaper: around 360 Euros + stamp duty less 30% than the traditional service. Innovative: An address and Web name free of charges during the company s first year will be immediately provided.
26 The face-to-face channel: Citizen s Shops On the Spot Firm service The complete process takes on average 35 minutes. Whereas before 2005: it took approximately one month; In the past few years, 70% of all new companies created used this fast track procedure; More than firms have already been created through this system. (more than 50% were created at the business shops) Around 16 M were saved by companies with this project. (Standard Cost Model Methodology adopted by the European Commission).
27 The face-to-face channel: On the Spot Firm service International evaluation First place in the European Enterprise Award for red tape reduction, in a competition held by the European Commission, which has brought together hundreds of participants from different European countries. «Portugal was the top reformer in business entry in 2005/06.» (World Bank, Doing Business 2007) Easiness of doing business (global rank) positions 1. Starting a business positions
28
29 The face-to-face channel: Citizen s Shops The face-to-face channel: One Stop House service The One Stop House service enables citizens and businesses to complete all the procedures related to buying or selling a home at a single counter.
30 The face-to-face channel: channel: Citizen s Shops One Stop House service Since July 2007 it is possible to perform immediately all transactions related to real estate transfer or assignment, at a single service point: To buy & sell or mortgage real estate (urban buildings), among others; To pay all related taxes and duties and request exemption from the Municipal Property Tax (IMI); Sign the sale or assignment contract or their mortgage procedures already completed trough this system.
31 The face-to-face channel: channel: Citizen s Shops One Stop House service Public: Registries offices; Citizen s and Business Shops. Private: Banks; Real estate agents association.
32 The face-to-face channel: Citizen s Shops One Stop House service International evaluation «Portugal was top reformer in the ease of registering property.» (World Bank, Doing Business 2010); Registering Property (rank) positions Time (days) days
33 The WEB Channel: Citizen's PORTAL
34 The WEB Channel: Citizen's PORTAL Around 1000 services from more than 160 public and private bodies; More than registered users; Average of 3,5 millions page views per month; Since February 2005 it has offered SMS-based services.
35 The Web channel: Business s PORTAL
36 The Web channel: Business s PORTAL More than 500 services from more than 100 public bodies The business Portal provides informational and transactional services covering the business lifecycle: Starting a business Managing business activities Expanding a business Closing or Selling a business
37 The Web channel: Online Firm service Since July 2006, it is possible to set up a company completely online trough the Business Portal ( This service can be used by lawyers, solicitors, notaries as well as any person who holds a digital certificate (as the one that the Portuguese citizens have in their ID card the Citizen s Card).
38 The Web channel: Online Firm service More than companies have already been created trough this system 32,6 firms are created on-line per day (February 2010) More than 20 M saved by companies with this project. (Standard Cost Model)
39 The Web channel: Online companies registry Since December 2006, it is possible to request on-line companies acts, avoiding travel costs. Until February 10 more than company acts were performed over the Internet. Permanent certificate: online company registry constantly updated and available at the Business Portal (Portuguese and English). More than 1 Million issued. Around 40 M saved (SCM).
40 The Web channel: Financial statements and statistics Companies can now submit their annual accounting, statistical, tax and financial information to 4 different public services by using a single online form available at the Business Portal. More than simplified enterprise information statements were delivered since More than 5 M saved by companies with this project. (SCM)
41 The Web channel: Online Simulator for permits related to industrial activities It enables businesses: To get in advance the relevant information for licensing (deadlines, taxes, etc.); To simulate all stages of the procedure; To request the license and also to follow-up its progress.
42 The Web channel: Online Simulator for permits related to industrial activities Simulate
43 The Web channel: Licences Catalogue Now: Licences organized by activity: Agriculture and Environment; Commerce and services; Construction and real estate; Energy; Events, shows and sports; Street market; Industry; Professions; Restaurants; Transportation; Tourism;
44 The Web channel: Licences Catalogue Future: To simulate all stages of the procedure; To request the license and also to follow-up its progress.
45 The Web channel: Licences Catalogue Search by Activity
46 Other channels: Phone Introduction of one single telephone number to contact the main public services; Services for mobile phones SMS with warnings SMS were do I vote SMS were is my car (soon)
47 Other channels: ATM The ATM network is being used to access public and private services. Paying services: Taxes; Judicial fees; pre-paid mobile phones; train tickets,... Demand, renew and pay fishermen s and hunter's licences
48 The Interoperability platform: A Technological foundation for standardization and sharing of resources IS Personalization Citizen Card I lost my wallet counter Some figures: 9 public services already use this plataform More than 70M messages already exchanged
49 The Citizen s Card: A driver to develop integrated electronic services The new Portuguese document of identification allows its owner not only to identify himself both visually and electronically but also to sign documents electronically Replaces 5 cards: ID card Taxpayer card Social Security card Health Care card
50 The Citizen s Card: A driver to develop integrated electronic services Online public and private services for citizens and business Start up a business on-line on the Business Portal Change address Apply for industrial licensing Complain to authorities Buy and Sell a vehicle University applications Unemployment benefits request Open a bank account
51 The face-to-face Citizen s Card: channel: Citizen s Shops A driver to develop cross-border electronic services With the Citizen Card It s already possible to create a firm in Estonia from Portugal and vice-versa.
52 The Citizen s Card: A driver to develop cross-border electronic services In the short run, the Citizen s Card will enable Portuguese businesses, working at the building industry in Spain, to register their employees online. Spanish citizens will be able to create a company online in Portugal
53 Online services: Portuguese evaluation Portugal is Number 1 at the most recent EU27+ European Ranking, in Availability and Sophistication indicators for online public services
54 Integrated services and multichannel approach - The Simplex Program - Meeting the Hungarian delegation
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