Brazil has brought together government agencies and bypassed its clunky bureaucratic system by installing one-stop-shops called Poupatempo – or TimeSaver – across the country. More than 400 kinds of services are provided by 68 different agencies in the Poupatempo shops, which have been fully equipped with e-government portals through a partnership with Intel and AMD. They serve around 75,000 people every day.
Results & Impact
28 one-stop-shops which, in 2010, provided services to more than 32 million people. Approval ratings of the shops have been high, with around 94% saying the stores’ services are either good or very good
Intel, AMD, Brazilian Government
Poupamento one-stop-shops bring together multiple government agencies in one place, saving time and stress for citizens navigating Brazil’s bureaucracy. The e-government service, instigated by the government and designed and serviced by Intel and AMD, is increasingly central to the service, providing online access to processes such as tax administration, driver licensing or dispute settlements. Intel developed the platform as part of a strategy to promote wider use of online services in government
Cost & Value
In 2000, the estimated cost to set up a Poupatempo was R$6.5 million (US$ 2.1 million)
Running since 1997
Brazil has streamlined its government bureaucracy and given citizens access to e-government services by creating a chain of one-stop-shops that put state services in the same place.
Poupatempo – which means Timesaver – began life in 1997, with one unit in Sao Paulo. Now, it’s expanded across the state with 28 one-stop-shops, which in 2010 provided services to more than 32 million people.
Each store contains offices for dozens of government agencies and specialised rooms where citizens can access online services – called e-poupatempo – streamlining the process of obtaining state documents, processing tax or settling disputes, among other needs. The project has seen an enthusiastic take-up: by 2006, some 75,000 people were served by Poupatempo every day. The customer satisfaction rate was also high, and service at each of the posts was rated at good or very good by more than 94% of respondents.
While the broader chain of one-stop-shops was primarily a government endeavour, with partners from across the public sector, a private partnership helped set up e-Poupatempo. This component, which over time became one of the most important in the projects, integrates online services into the one-stop-shops, was based on a partnership with private tech companies. Rooms dedicated to e-government were initially set up in one centre through a partnership with technology firms Intel and AMD, and are now available at all one-stop-shops. Citizens can access most of the services available at Poupatempo online, and they’re assisted with using the computers by attendants trained by the centres.
The project is part of Intel’s strategy for integrating technology into government services and encouraging citizens to go online services rather than using face-to-face appointments when dealing with the government. A key to the project’s success was that reforming citizen’s experience of services didn’t involved a rehaul of the government bureaucracy itself – providing people access using online connections and a more streamlined, accessible and well-trained staff was enough.
The services delivered using a public private partnership, however, were more expensive: costing the state an average of $1.43 for each person compared to $1.29.
The Timesaver initiative rectified some debilitating problems for Brazilian bureaucracy. In the past, government services weren’t centralised and offices for passport services, driving licenses, paying public utilities and negotiating dispute charges were scattered across cities. Negotiating the bureaucracies was challenging for ordinary people, waiting times were long, staff were notoriously unhelpful, and customers felts that they weren’t properly informed of what was required from them. The situation was so chaotic that in some government offices a black market had evolved for accessible spots in the queue.
E-poupatempo is also being rolled out through the Poupatempo Movel, a mobile unit where citizens can access services online. Seven customised trucks and buses are in operation, serving areas of the city that may otherwise be difficult to access.
Credit: Flickr / Governmento do Estado de Sao Paulo