28/05/2008Zelenograd Prefecture Government of Moscow Slide 1 Brazil’s Experience with Integrated Citizen Service Centers Peter Knight Coordinator, e-Brasil

28/05/200828/05/2008 Zelenograd PrefectureZelenograd PrefectureGovernment of MoscowGovernment of Moscow

Slide Slide 11

Brazil’s ExperienceBrazil’s Experiencewith Integrated Citizen with Integrated Citizen

Service CentersService Centers

Peter KnightPeter KnightCoordinator, e-Brasil Project and e-Brasil Portal Coordinator, e-Brasil Project and e-Brasil Portal www.e-brasil.org.brPresident, Telemática e Desenvolvimento Ltda.President, Telemática e Desenvolvimento Ltda.

and and

Daniel AnnenbergDaniel AnnenbergDirecting Partner, Res Pública ConsultoriaDirecting Partner, Res Pública Consultoria

Presentation at Zelenograd PrefecturePresentation at Zelenograd PrefectureMoscow, Russian FederationMoscow, Russian Federation28/05/200828/05/2008


Slide Slide 22

Structure of the PresentationStructure of the Presentation

• Citizen service centers in a broader strategy of e-government and e-development

• Principles and objectives guiding the development of integrated citizen service centers

• State and municipal-level programs: Brazilian best practice: BA (SAC), SP (Poupatempo), GO (Vapt Vupt)

• How to integrate the physical and virtual channels while keeping down costs?

• Outsourcing citizen service centers vs. or combined with those run by the State

• Levels of staffing

• Challenges for the future• Possible Russo-Brazilian Collaboration


Slide Slide 33

What is e-Development? What is e-Development?

• e-Development is more than e-government• Involves intensive use of ICT to accelerate socio-

economic development– In the information society,– In the knowledge economy, promoting competitiveness,

reducing transaction costs – Allowing lifelong learning

• Addresses two central development issues– Socio-economic inequality– Competitiveness in a global, knowledge-based economy

• We’ll see in next slide that e-development is a broad concept.


Slide Slide 44

VisionVision, , Leadership, Leadership,

Consensus, Policies, Consensus, Policies, and and

InstitutionsInstitutions

ICT Applications: e-Government, e-Business, e-Society

Information Infrastructure

Human Resources Development

ICT Industry Promotion

Elements of the e-Brasil Vision(Thanks to Nagy Hanna)


Slide Slide 55

Integrated Citizen Service Centers, Integrated Citizen Service Centers, e-Government and e-Developmente-Government and e-Development

• Integrated Citizen Service Centers (ICSCs) are oriented to citizens’ needs rather than bureaucratic imperatives

• ICSCs can help launch a process of public administration reform: changing the interface with the citizen can lead to integration of the “back office” – this is a major challenge

• ICSCs are focused on serving the citizen and can play a strategic role in transforming the relations between citizens and the State

• ICSCs rely heavily on ICT, and usually lead to a virtual ICSC as a next step, using the Internet, mobile phones, and now digital television


Slide Slide 66

Why ICSCsWhy ICSCs

• Civil society fed up with unresponsive bureaucracy– unnecessary routines– no evaluation of quality of service delivery– low transparency in the relationship of civil servant vs.

citizens, – hours and locations of service delivery inconvenient for

citizens– Unpleasant surroundings, long waits– Repeated requests by bureaucrats for information the

State already has– Attitude of “create difficulties in order to sell facilities

(corruption)


Slide Slide 77

Principles of ICSCsPrinciples of ICSCs

• Combine various government units providing services to the public, civil society organizations, and private enterprises providing services of a public nature in a single physical location, convenient for citizens, a pleasant atmosphere, and at hours convenient to the citizen

• Establish a new paradigm of citizen service as regards quality, efficiency, and speed


Slide Slide 88

Objectives of ICSCsObjectives of ICSCs

• Expand access of the citizen to information and public services

• Provide quality services, save citizens time and effort

• Provide transparency in public management

• Bring the State closer to the citizen• Seek continuous improvements in service

delivery, deburocratizing, simplifying wherever possible, without violating existing legislation


Slide Slide 99

Elements of ICSC StandardsElements of ICSC Standards

• Continuous training of service providers• Clear instructions available to citizens• Personnel able to do multiple tasks• Uniforms and name badges to identify ICSC

personnel• Availability of support services for citizens

(photography, xerox, etc.)• Call center to provide information on ICSC

services pre and post-visit (also online) • Regular surveys of user satisfication• Clear and citizen-friendly ways to provide

feedback on services provided to citizens


Slide Slide 1010

Environment of the ICSCEnvironment of the ICSC

• Adequate, well lighted, comfortable spaces for waiting within sight of the areas where services are provided

• Visual communication systems (electronic panels to manage lines, color coding by type of service, etc.)

• Brochures and folders with information on the services being delivered

• Infrastructure and resources dimensioned in accord with need: personnel, up-to-date equipment, furniture, physical space, etc.

• Constantly updated manual on service delivery, standardized across all ICSCs


Slide Slide 1111

ICSCs in BrazilICSCs in Brazil• ICSCs now exist in 23 of Brazil’s 26 states, 2 more currently have

ICSCs in development

• There are a growing number of municipal-level ICSCs, at least 6, mostly in São Paulo State

• The best practice for ICSCs in Brazil are currently found in Bahia, São Paulo and Goiás states

• In these states the results have been better than the others, with greater

– acceptance and use by citizens – units in operation – political support and visibility– involvement of the state agencies and institutions participating– resources allocated for the ICSCs– continuity in management

• Next we provide some basic information on the ICSCs in these three Brazilian states


Slide Slide 1212

Let’s Visit the Brazilian Let’s Visit the Brazilian ICSCsICSCs

• Poupatempo (São Paulo): www.poupatempo.sp.gov.br/home/

– Poupatempo em Vídeo

• SAC (Bahia) www.sac.ba.gov.br/

• Vapt Vupt (Goiás) www.vvv.goias.gov.br

• Site with access to all state sites www.centraisdeatendimento.sp.gov.br


Slide Slide 1313

Poupatempo, SPPoupatempo, SP


Slide Slide 1414

SAC, Bahia SAC, Bahia


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Vapt Vupt, GoiásVapt Vupt, Goiás


Slide Slide 1616

ICSCs in SP, BA, and GOICSCs in SP, BA, and GO

5.6 million14.1 million39.8 millionPopulation of state in 2007 (IBGE)

199919951997Year of installation

6.6 million11.4 million27.8 millionServices delivered in 2007

Mobile Units

Fixed Units

State

12*7

192511

GoiásBahiaSão Paulo

*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.


Slide Slide 1717

Outsourcing vs. Use of Civil Outsourcing vs. Use of Civil Servants in ICSCsServants in ICSCs

• Various combinations of outsourcing vs. use of civil servants have been experimented with in Brazil over time and geographic units.

• There are some limitations posed by law, the number of available civil servants, etc.

• In the early Poupatempos, only cleaning, maintenance, security, and food services were outsourced.

• Beginning about 2000, with a lack of civil servants, receptionist and those providing orientation to citizens were outsourced, and later the whole process of implanting new Poupatemo units (civil works, purchase of equipment, furniture, etc.) and management of the Poupatempo itself – only about 20% of the staff were civil servants as required by law.

• In Bahia, the SACs began largely with outsourced personnel, and slowly moved toward greater use of civil servants.


Slide Slide 1818

Outsourcing vs. Use of Civil Outsourcing vs. Use of Civil Servants in ICSCs (2)Servants in ICSCs (2)

• In some other states the majority were and are civil servants.

• Most new programs are opting for almost full outsourcing, with only the overall management of the project and monitoring of the quality of services provided remaining the responsibility of Governments.

• This has not yet proven to be cheaper or better than direct government operation, and in the case of Acre, the government has chosen to assume all responsiblities for implanting and operating the new ICSCs (OCAs).

• More important than the affiliation of the employees is the training they receive, including in ethics of public service, citizen’s rights, quality of service, teamwork, and the details of how to deliver specific services.

• Probably some mixture of outsourcing and direct provision by civil servants is best, but again, Brazilian experience offers no hard and fast rule.


Slide Slide 1919

Role of the State in the New Role of the State in the New Model Model PoupatemposPoupatempos

• Define directives, norms, and standards of quality• Select and define the locale• Elaborate the full project, including architecture,

engineering, and visual communication• Monitor the quality of service delivery• Participate in administration of the unit with high-

level quality managers• Elaborate manuals, norms, and operational

procedures• Develop indicators to manage quality of service

delivery


Slide Slide 2020

How are multiple services How are multiple services integrated in an ICSC?integrated in an ICSC?

• The ideal is for services to be fully integrated, so that the citizen would have to circulate the minimum possible within the ICSC – services should be integrated across levels of the federation and units of government at each level.

• In Brazil so far this ideal is definitely not met, though in various states are working in this direction, and there is a federal program to promote interoperability.

• There are difficulties with legacy systems and the lack of interest of some government units in this kind of integration.


Slide Slide 2121

How many personnel are required How many personnel are required to operate an ICSCto operate an ICSC??

• The number varies with the size of the unit, the number and complexity of services offered, and citizen demand.

• In São Paulo for 11 Poupatempos, about 5,000 employees (working 12 hours per weekday and 6 hours on Saturdays).

• For an ICSC with 4,000 M2 and about 15 different government organs participating, about 400-500 employees.


Slide Slide 2222

Criteria for Selecting Services, Criteria for Selecting Services, Poupatempo and other Brazilian Poupatempo and other Brazilian

ICSCsICSCs• The first criterion was services in greatest

demand by the citizens (e.g. identity cards, work cards)

• Also those requiring the most time or most difficulty to get (for these, it was important to first simpllify the processes, computerize procedures, etc. before putting them in the ICSCs)

• Services that the poplulation wanted to be able to obtain in a single place

• Services already having a certain standard that could, in a good sense, “contaminate” the others, helping them to improve their quality


Slide Slide 2323

Challenges for the FutureChallenges for the Future• Integrate various services independent of the parts of Government

(federal, state, municipal and functional parts of government at each level) and of the legacy systems behind them

• Organize service delivery better using multiple delivery channels (Internet, face-to-face, telephone, digital TV)

• Reduce costs of the ICSCs and find ways to maintain them independent of State and Municipal budgets

• Improve and make more agile the delivery of services (redesigning processes and procedures, deburocratizing)

• Find new ways to maintain employee motivation, gradually making them capable of perfoming multiple services

• Improve relations with citizens (through use of Citizen Relations Management – CRM, a single registry for each citizen, , etc.)

• Increasingly value activities related to service delivery, creating appropriate career paths

• Create channels of particiation for the population so that the ICSCs become a state policy rather than that of a particular government


Slide Slide 2424

What is integrated in ICSCs What is integrated in ICSCs and why?and why?

• It is truly a challenge to integrate services.

• Why try? Because to carry out various of them, it is necessary to present other documents.

• For example, to issue an identity card, one needs a birth certificate and perhaps a marriage certificate. And to issue a series of other documents, an identity card is necessary. If these services are rendered in the same place, everything is easier for the citizen.

• Another example: if a citizen loses his wallet, he will need to replace all the documents that were in it.

• For citizens, then, integration means saving time, effort and money

• To open a business is another good example, and this has led to special service centers for business people. As in the case of citizens, having all the services available in a single place saves time, effort and money. Some states and municipios have reduced the time to open a business from six months to less than one.

• Finally there is an effort being made to integrate some services via internet, for example reporting loss of na identity card, and making an appointment to get a new one in an ICSC


Slide Slide 2525

Opportunities for Collaboration Opportunities for Collaboration between Brazil and Russiabetween Brazil and Russia

• Plan travel and study visit of Russian specialists to Brazil this year

• After better assessing the relevance of Brazilian experience for Russian conditions, invite a Brazilian team to work with Russian teams interested in implementing or expanding ICSCs in Russia

• Consider a similar exchange with Russian specialists working in Brazil to help improve Brazilian ICSCs if there are areas of strength in Russia which appear transferible


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Thank you!Thank you!

Telemática e Desenvolvimento Ltda.

Documents

28/05/2008Zelenograd Prefecture Government of Moscow Slide 1 Brazil’s Experience with Integrated Citizen Service Centers Peter Knight Coordinator, e-Brasil