M odernization in the 21st century : A GOVERNMENT SERVING THE PUBLIC

1. Modernizationinthe21stcentury: A GOVERNMENT SERVING THE PUBLIC

2. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA Commongoals • Portugal and Hungary have affinities of an historical and geographical scope, which more than justifies a close relationship. • We are small with a huge history. • These affinities can be used in favor of cooperation that brings more competitive advantages in the area of ​​modernization of the Public Administration. 2

3. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA International relations • Portugal is committed to show good practices and examples; • Portugal has a very strong know-how, technology and experience in ICT; • Agreements with several countries: Mexico, Poland, Brazil, Mozambique, Venezuela, Ukraine; • Co-operation with the Hungarian governmenthas resulted the signing of amemorandum that is exemplary at all levels; • This co-operation is another demonstration of the commitment and level of commitment that our two countries have with the European project. 3

4. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA Main goals of the Government • Find the best answers to put Public Administration at the service of citizens; • To makethePublic Administration less bureaucratic and more focused on citizens; • The main goal is to make • easier, • more convenient, • and less costly • the relationship between the state and those who need their services; • Organizationaccording to the needs of citizens and businesses; • Inclusion of citizens in the processes. 4

5. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA Enabler - Citizen card • One of the first steps to combat exclusion of the citizen was to introduce the Citizen Card: • smart cardwith visual identity authentication, increased security and electronic identity authentication using biometrics (photo and finger print) and digital signatures; • enable usersto take advantage of a multi-channel delivery system in their interactions with public and private services. • Replaces 5 cards: • Identity Card • Taxpayer Card • Social Security Card • National Health Service Card • Voters Card 5

6. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA One stop shop service examples • "House Ready„ • process of acquiring a new home • „Lost my vallet” • acquiring of new personal documents • „Company on Time” • enable the incorporation of companies in a single counterimmediately (within an hourwithout filling any application form). 6

7. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA Citizen shops • Deliverface-to-face services for citizens in one place; • 38large and more than1000 smallerservice centers; • More than 1000 services from different levels of government (central and local); • Public and private sectors services (50 public and privateentitiesareinvolved); • More than800 000 citizensserved per month; • More than 100Million peopleservedsince 1999. 7

8. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA Initiatives • Main concern: • guarantee that citizens will use these services for their benefit; • New focus: • next generation of citizen services, • electronic access and self service, • Goal: • more rapid and efficient response to the needs of citizens; • ICT technologies are part of the solution and not the problem. 8

9. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA ATM and kiosknetwork • Central services in ATMs and Electronic kiosks - in public and private spaces; • Electronic attendance solutionreducing costs, improving efficiency andmore comfortable to the citizen. 9

10. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA Online services • It doesn’t make sense to provide online services if citizens do not know about or can not access them Main line of e-Gov actions: agood articulation between supply and demand; • There is a wide range of online services: • Citizen's Portal: over 330 entities, providing about 1200 services, 775000 registered users and 3.8 million monthly page views. • Company Portal: about 25900 registered users and 1.1 million monthly page views. 10

11. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA Main steps • Need to use alternative channels in a coordinated way to reach more citizens more effectively; • Urge lead to inclusion; • Urges the State to meet the obligation to satisfactorily serve its entire population; • The state can not alienate further the possibilities of partnership with the private sector; • Develop partnerships to use • network of fiber-TV operators, • telephone network (fixed or mobile) • the ATM networks, • existing electronic kiosk networks. 11

12. AGÊNCIA PARA A MODERNIZAÇÃOADMINISTRATIVA Conclusion and results • The universe of eGov and the modernization of the public administration in general, is undoubtedly an instrument accelerator of qualitative improvement of services for people and businesses in Portugal; • Portugal got the first place in the ranking of European e-Gov 2010 by the European Commission; • In 2011 two Portuguese projects won the Public Services Awards of United Nations. • In 2012 Portugal is ranked 13th in a study of the UN among the emerging leaders in the development of e-Gov. • Hungary topped the list of countries from Eastern Europe in the development of e-Gov. 12