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Knowledge Base of Innovative E-Government Practices

The Knowledge Base of Innovative E-government Practices is a compilation of recent case studies of Innovative e-government solutions, services and applications. The Knowledge Base does not promote one solution over another, but rather highlights e-government practices that place the citizen in the forefront.

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Time-saver Centres
Institution: State Government of Sao Paulo
Theme: Citizen Engagement
Implementation Date: Jan 01, 2000
Summary: In Sao Paulo, Brazil, the State government has created centres called Poupatempo (time-saver) centres to provide public services that traditionally have been delivered by disparate government agencies to citizens. These centres have been placed in locations convenient to the public, close to major public transportation stops, for instance. They have an integrated information system for providing assistance and information via the telephone and the Internet on a range of topics, such as the location of the centres, the agencies and services offered at each centre, the documents required for a service, how to obtain the documents and the fees (if any) for the services. Staff training is a critical part of the Poupatempo model. The six Poupatempo centres apply the same standards of service quality to everyone. They demonstrate that dramatic improvements in service delivery can be realized without a great deal of back-office re-engineering.
Impact: The Poupatempo project results in significant cost savings while providing citizens with efficient public services of a high standard. In 2000, the six Poupatempo centres delivered over 8 million services and received nearly 1.5 million calls via the toll-free Poupatempo telephone information service. A customer satisfaction survey conducted in the same year for five of the Poupatempo posts shows that over 94 per cent of respondents rated as “excellent” or “good” the service at each location.

By treating each person who enters a Poupatempo centre with respect and dignity and by applying the same service rules and standards to everyone, the Poupatempo centres also earn greater respect from the public for State government and its employees.
Source: World Bank
Project Home URL: http://www.poupatempo.sp.gov.br (in Portuguese)
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