Multiservices Counter (Balcão Multiserviços)

Web address of the case:

http://www.portaldocidadao.pt

Country of the case:

Portugal

Posting Date:

5 July 2012

Last Edited Date:

05 July 2012

Author:

AMA Agência para a modernização administrativa (AMA - Agência para a modernização administrativa)

simplification | modernization | Citizens Services

Type of initiative

Project or service

Case Abstract

The Multiservice Desk (BMS) is a service (single desk) that puts together the delivery of several services from different entities. With a single queue number, the citizen can solve several problems at once, in a convenient and timely way. The BMS is present in most of the Citizen Stores and in several municipal points of service.

The Multiservice Desk (BMS) was created by December 17th 2007, at the Odivelas Citizen Store, to deliver a multifunctional and generalist service, with a reduced level of specialization.
The BMS is the natural evolution of the PAC (Points of Citizen Service), that combine Central and Local Administration services, aggregating even more services and partners according to the specificities of each locality.

Description of the case

Domain

eGovernment

Topic

Inclusive eGovernment | Services for Citizens | Regional and Local

Sector

Local/Regional Community Development

Start date - End date

December 2007 (Ongoing)

Target Users

Citizen | Civil society

Scope

Local (city or municipality) | National | Regional (sub-national)

Status

Not applicable / Not available

Language(s)

Portuguese

Policy Context and Legal Framework

Project Size and Implementation

Type of initiative

Inclusive services of general interest

Overall Implementation approach

Public administration

Technology choice

Not applicable/not available

Funding source

Implementation and Management Approach

Some of the entities that partner with BMS are, among others, various City Halls, the Regional Health Services Administration, the Institute for the Mobility and Terrestrial Transportation (IMTT), the Social Security Institute (ISS), the Directorate-General for Social Protection of the Employees and Agents of the Public Administration (ADSE) and the General Retirement Bank (CGA).

From 2010 on, the BMS also started to encourage the use of electronic services. The desks were equipped with two screens, one for the staff and other for the citizen, and of smart card readers, allowing for growing service transparency and offer, but also to demonstrate to the citizen how to use the online services.

Impact, innovation and results

Lessons learnt

The Following actions should be

It is currently devised that, up to the end of 2012, all PACs (Points of Citizen Service) will be replaced by a Multiservice Desk, offering more services to the citizen and better conditions to the employees that offer them, creating a national network of about 120 Multiservice Desk.

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practice Multiservices Counter (Balcão Multiserviços)