1. Poupatempo Program: The Citizen Service Center and its Innovations Daniel Annenberg Poupatempo Superintendent dannenberg@sp.gov.br

2. 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.

3. 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 How these documents used to be provided

4. 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);

5. One-Stop Shop Model from different Brazilian states CenterPoupatempoSACRio Simples StateSão PauloBahiaRio de Janeiro Population (IBGE - Censo 2000) 37 million13 million14 million Year of installation199719952001 Fixed Units10252 Mobile Unites72*2*0 Average services delivered daily 75,00042,3002,250 Average services delivered monthly 1.5 million847,00045,000 Overall number services delivered since installation 135 million80 million2 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.

6. 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.

7. 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;

8. 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.

9. 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

10. 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)

11. 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. oThese new stations will use a new Public-Private Partnership model.

12. 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)

13. Cost evaluation for the innovation – example of reissue of an ID Card* 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) Cost X Process Cost of ID using traditional method Cost of ID at Poupatempo For the StateUS$ 3.56US$ 5.38 For the CitizenUS$ 17.51US$ 10.10 Total costUS$ 21.07US$ 15.49

14. 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 Poupatempo Standard of service components

15. 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. oTrucks 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) Mobile Units

16. 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 e-poupatempo

17. 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

18. Scope 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 Incorporation of some support activities of Electronic Government.

19. 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.

20. 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.

21. 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. Magazine Digital TV Outdoors Newspaper Boards Billboards Printed Material Forms TV Radio Company Phone Mobile Phone Call center

22. 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

23. 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, Information by telephone (fixed and mobile)

24. Poupatempo Program: The Citizen Service Center and its innovations Daniel Annenberg Poupatempo Superintendent dannenberg@sp.gov.br