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

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.

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.

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)

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)

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

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

VIA VERDE

Mass Applications Example: Advanced License Plate Recognition

Car Parking

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

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

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, …)

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

100%

Broadband in

All Public Schools

Nationally Subscribed Knowledge Library

Online

Fully Integrated Wireless Higher Education Virtual

Campus

Wireless access points at IST in blue. Area of green circles proportional users

10 min

Green lines join access points where at least one user was connected in the time interval above

1 day

1 week

Roaming between different campi

National Research and Education Network (RCTS)

Portugal-Spain Fiber Ring Portugal-Spain Summit, Nov 2005

Extension of Fiber Network

Close to 1.000 Free Public Internet Spaces

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

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

Enterprise’s Portal

More than 400 services

Enterprise Electronic Portfolio

Electronic consulting for advice

Enterprise Online (fully online creation of enterprises)

30 Jun 2006

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%

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

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

Launched project Jun 2005

Presented 18 Apr 2006

Available since 28 Aug 2006

Portuguese made innovative biometric

data acquisition machine

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

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