Iniciative #9 – More Digital and Streamlined Public Services

Rationale

Portugal's strategic goal is to establish itself as a leading provider of digital public services, leveraging technology not only to digitise processes but also to streamline and transform the experience of interacting with the Government.

This means the implementation of a proactive strategy, whereby public services proactively anticipate citizen and business needs, offering streamlined solutions that enhance efficiency and reduce bureaucracy, placing the user at the centre of service delivery.

In order to achieve this, it is essential to provide citizens and companies with a simple, integrated and harmonised omnichannel service experience, in a transversal vision, from design and development to the provision of public services. This guarantees that each stage is intuitive and adapted to the real needs of users.

Details

The objective is to streamline access to Government services, ensuring that individuals and businesses can utilise them in a straightforward and efficient manner.

The gov.pt platform is central to this transformation, ensuring an integrated approach based on four points (portal, mobile application, telephone line and face-toface). The continuous improvement of gov.pt includes the expansion of functionalities, according to the preferences and needs of citizens and companies.

The creation of proactive services, capable of anticipating the needs of citizens and businesses, is also a goal. This model reduces the necessity for users to seek information or initiate processes, offering, for example, relevant notifications and automatic reminders for renewals, tailored to the user’s profile.

This initiative is a key part of the Government's ongoing commitment to providing accessible and modern public services, with the aim of simplifying the lives of citizens and businesses.