Creation of an integrated municipal service model (PTLIS0003)

Commitment ID

PTLIS0003

Commitment Title

Creation of an integrated municipal service model

Problem

Misalignment of service delivery with the real needs and expectations of citizens.

The Public Citizen Service of the Lisbon City Council has adapted to the needs of citizens identified over the years. Many changes have been implemented, from the centralization of service delivery previously spread across 15 locations in the city into 5 "Lojas Lisboa" (Lisbon Service Centers), the increase of service channels, extended operating hours, and the acquisition of furniture and signage to new IT platforms.

In 2020, during the pandemic, a major adaptation was required – the closure of in-person services, and the creation of new channels, procedures, and tools for non-in-person service.

Since this milestone, the service paradigm has changed:

• Citizens tend to use more online platforms than in-person service channels.
• Appointment-based service has become a standardized practice.
• Service via Microsoft Teams has become a new service tool.

Since 2020, several projects have been developed, involving all employees of the Department of Relations with Citizens and Participation, allowing the collection of information on service delivery. Numerous interviews, surveys, and dynamic sessions with service technicians, managers, and citizens were held, addressing specific topics, but also allowing for a better understanding of the problem. The diagnosis made has, therefore, identified the existence of a misalignment of service delivery with the real needs and expectations of citizens.

Status quo

The Citizen Service of the Lisbon City Council has implemented several improvements over the years, including centralizing services into five "Lojas Lisboa" (Lisbon Service Centres), expanding digital channels (Chat, Facebook), extending operating hours, and introducing new technological platforms. During the 2020 pandemic, in-person services were suspended, and new remote channels and tools were developed. This led to increased use of online platforms, standardization of appointment-based services, and the adoption of Microsoft Teams as a service tool.

Despite these innovations, recent assessments have identified a persistent misalignment between the services provided and the real needs and expectations of citizens. This issue was highlighted through interviews, surveys, and dynamic sessions with service technicians, managers, and citizens, pointing to the need for a re-evaluation of the current service paradigm to better align it with community demands.

Action

Develop and present a co-created service model based on the suggestions and feedback gathered from citizens and employees through internal and external participatory processes. To achieve this, participatory tools (such as surveys, and co-creation sessions where citizens and technicians can express their perceptions of the current service and share their expectations and needs) will be used. Based on the information and guidelines developed during the co-creation phase, a service model will be created that integrates the proposed solutions. The model will be tested in a prototype version. During this phase, simulations of service situations will allow for the evaluation of the model’s functionality and flexibility.

How will the commitment contribute to solving the public problem described above?

The information resulting from the co-creation processes allows for the identification of areas for improvement and the design of a model that meets the real needs of citizens in both in-person and remote service channels.
With the subsequent implementation of these improvements, we will be promoting closer connections between citizens and municipal service departments.
The first milestone is the consolidation of the methodology and adjustment of the schedule, a phase in which stakeholders will be identified and the project timeline adjusted.
The second milestone is the preparation of the Report, which will present the results that will enable the design of the Integrated Municipal Service Model.
The third milestone involves the presentation of results from the prototyping phase, which focuses on a specific area of the service model. This area is identified based on the evidence analyzed and documented in the report from the second milestone. The results obtained from the participatory processes will provide evidence in the form of how the service should be structured, offering an objective basis for introducing improvements.

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

The long-term objective identified in the Lisbon Open Government Strategic Vision to which this commitment relates is strengthening citizen participation throughout the life cycle of public policies, as well as increasing organizational transparency and accountability.
This commitment aligns directly with the overall vision by promoting the active participation of citizens and civil society in the design, implementation, and evaluation of public policies. It strengthens Lisbon City Council's ability to provide agile, ethical, and innovative services, ultimately restoring public trust and contributing to the creation of a more inclusive, transparent, and participatory governance model. Through this commitment, the municipality intends to take a leading role in incorporating open government principles, both locally and globally.

Primary Policy Area

Civic Space, Inclusion

Primary Sector

Public Services (general)

What OGP value is this commitment relevant to?