I Lost My Wallet Desk

Web address of the case:

http://www.portaldocidadao.pt/PORTAL/entidade...

Country of the case:

Portugal

City/region:

Portugal

Posting Date:

10 April 2012

Last Edited Date:

07 May 2012

Author:

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

Citizens Service | Efficiency | Effectiveness

Type of initiative

Project or service

Case Abstract

The 'I Lost My Wallet Desk' tries to respond to the necessities of document renewal for reasons such as address change, name and/or marital status change, as well as in case of lost documents or theft. At the moment, this desk is available at the Citizen Shops of Laranjeiras (Lisbon) and Odivelas.

The 'I Lost My Wallet Desk' is a perfect example in which a simple but most effective improvement can help an already traumatised Citizen. A Citizen that lost or had his documents stolen can, in a single spot, ask for the emission of new ones, these include:

Citizens Card (that includes Identity number, Social Security number, Health identification number, Tax identification number and Voting number);
Driver's license;
Vehicle license;
Pensioners card;
Health and social benefits card for public employees;
Portugal's Automotive Club Card (private entity).

This way he does not have to queue in 6 different guichets waiting for his turn, wasting a lot of time in the process.

Description of the case

Domain

eGovernment

Topic

Efficiency & Effectiveness, Benchmarking

Sector

Local/Regional Community Development

Start date - End date

January 2007 (Ongoing)

Date operational

January 2007

Target Users

Citizen | Civil society

Target Users Description

National citizens that have lost or had their documents stolen in anyway, as well as those in need to change data in two or more documents at the same time.

Scope

National

Status

Implementation

Language(s)

Portuguese

Policy Context and Legal Framework

A workgroup was constituted In order to realise this initiative, involving the entities responsible for the relevant ID documents, namely, the Institute of Registries and Notaries (IRN), the Social Security Institute (ISS), the Directorate-General for Taxes (DGI), the Directorate-General for Social Protection of the Employees and Agents of the Public Administration (ADSE), the Institute for Mobility and Terrestrial Transportation (IMTT), the Portuguese Automobile Club (ACP) and the Agency for the Public Services Reform (AMA).
The workgroup began its work on 5 July 2007. Their adopted work methodology was open, participative and cooperative between all stakeholders. In order to achieve the latter, meetings were promoted, discussing each document's complete issuing protocol and process, identifying the functional and administrative procedures, as well as the communication flows necessary to establish the connection and forwarding of processes between the Desk and the various entities.

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

This initiative made it possible to develop the one stop shop concept, simplifying administrative procedures that now have been adopted by them, systematising procedures that allow for the interconnection between the single contact point (the desk) and the various entities involved.
The human resources that assure the service at the desk, received specific training from the operational coordinator and the responsible of each entity, assuring for the reliability and security of the information of each and every ID presented. AMA has trained the personnel to work with the software and about the general principles and mechanisms of the desk itself.

Impact, innovation and results

Impact

The 'I Lost My Wallet Desk' is a single desk, created in 2007 at the Citizen Shops of Lisboa-Laranjeiras and Odivelas, to provide services to the Citizen considering his necessities (in this case, a specific event - the necessity to change/reissue/request a number of different documents), promoting the cooperation of different organisms.

With this desk, it was possible to minimise the number of contacts between the citizen and the Public Administration, allowing for the delivery of seven services in the same desk, as well as simplifying the process since the citizen has to fill only six forms instead of eleven (considering seven different services).

The 'I Lost My Wallet Desk' was conceived for nationals that have lost or had their document stolen in anyway, as well as those in need to change data in two or more documents at the same time.

The control and follow-up of the desk are shared between the Agency for the Public Services Reform (AMA) and the Institute of Registries and Notaries (IRN). Both IRN and AMA contribute the human resources needed to deliver the service, as well as in the administrative support of the desk.

In the Citizen Shop at Lisboa-Laranjeiras, the service 'I Lost My Wallet Desk' is subject to previous scheduling (by email, telephone or in-person), while in the Citizen Shop at Odivelas, it works through the normal process of queuing tickets.

Lessons learnt

Minimisation of contacts necessary between the citizen and the Public Administration.
Simpler administrative process regarding the request of documents.
A survey realised in October 2007 with the participation of 170 citizens at the Lisboa-Laranjeiras Citizen Shop having previously used the 'I Lost My Wallet Desk', concluded that the most important advantage identified by the users (54%) was the capability to request all documents in a single desk. The citizens also suggested that it is necessary to "make more and better information available" and "reduce the documents' delivery time" so that this service can be considered more effective.
The 'I Lost My Wallet Desk' must be expanded to other Citizen Shops.

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