2023 Award "Best Practice in Citizen Participation"

17th Edition

Phase 6 of 7

Publication Preparation 18/09/2023 - 06/11/2023

Process phases

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Porto Alegre : Central do Cidadão / Citizen's Center

Official proposal

06/06/2023 18:02

156 is the official tridigit number for Brazilian citizens to contact their municipalities to request public services. In a very traditional way, customer service involved the most conservative channels (technologically speaking) of interaction, such as face-to-face, telephone and e-mail service, with decentralized management and low integration between the different public entities that make up the 156 complex. The objective of the Citizen's Center project is to implement constant innovation in the processes of assisting the citizens of Porto Alegre, with emphasis on the digitalization of services, reducing the use of paper and increasing sustainability, meeting administrative efficiency, effectiveness and speed , and thus contributing to the digital inclusion of the population. Customer service was expanded in its service channels, with qualitative evolution of pre-existing channels (qualification of human service teams, development of more functionality in digital service channels, etc.).

At the same time, there was an integration of the different public entities responsible for the execution of public services demanded by the population. The project's communication has taken advantage of low or zero cost opportunities for its dissemination (social networks, etc.) since the tridigit 156 is already a standardized number in Brazil for contacting municipal governments. As multiple public entities are responsible for the execution of different public services to the population, the adoption of a system of Focal Points responsible for the dialogue between the management of 156 (Central Citizen's Team) and the different Municipal Secretariats allowed the integration and interoperability of procedures and systems, with a positive multiplier impact on the provision of services.

The project's communication has taken advantage of low or zero cost opportunities for its dissemination (social networks, etc.) since the tridigit 156 is already a standardized number in Brazil for contacting municipal governments. Through population satisfaction surveys in different service channels (with an average of 10,000 evaluations per month) and supported by statistical data on the evolution of the various service channels, it is possible to map the success of the project's initiatives. The main impact visible to the public administration occurs in the use of the different service channels: before the project, approximately 90% of the services were given exclusively through the telephone channel.

Today, only 68% are via telephone, with the difference being absorbed by digital channels such as the mobile app and WhatsApp. In addition, there were joint efforts to execute pending public services, generating a reduction in the number of late requests in the service system.

https://prefeitura.poa.br/smtc