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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.

The Citizen Assistance Service Centers (SAC)
Institution: General Board for Development of Public Services and Public Service Delivery)
Theme: Electronic and Mobile Government, Internet Governance
Implementation Date: Jan 01, 1997
Summary: The state government of Bahia has created Citizen Assistance Service Centers (SAC), which bring together federal, state, and municipal agencies in a single location to offer the services that citizens most frequently use. The centers have been placed in locations convenient to the public, such as shopping malls and major public transportation hubs. Now citizens can register their vehicle or get a driver's license at the SAC. During the same visit, they can get a national identification card, apply for unemployment benefits, look for a new job, get a labor identification card, submit a legal case in small claim's court, get a passport, register a business complaint, check on their retirement eligibility and benefits, etc. Over 500 separate services are offered by the participating agencies.
Impact: The Citizen Assistance Centers offer citizens tremendous time savings, while also delivering services with greater courtesy and professionalism. A further benefit has been a reduction in the overhead expenses of government since, in many instances, agencies pay much lower rents for space in the SAC than for the properties they previously rented to interact with the public.
Source: World Bank
Project Home URL: http://www.sac.ba.gov.br (only available in Portuguese)

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