Portuguese Citizen Spots

Details of the organization
AMA – Administrative Modernization Agency
  • The organization has a strategy for coordinating WSIS Implementation at the national level:
  • The organization has a national e-strategy: Yes

Information about the project
Portuguese Citizen Spots
Citizen Spots
The 547 Citizen Spots spread throughout Portugal, and also Paris and São Paulo, are user-centered physical counters that offer citizens a single point of access to 233 online public services with the personal assistance of a specialized “mediator”. The services provided range from civil registration documents to the request of the European Health Insurance Card, land registry with the Tax Authority, social security and tax services, and so on. With a strong pedagogical component, these Spots are equipped with a double-screen system (one screen for the mediator and the other one for the citizen), that enables citizens to follow the steps being taken by the mediator at all times, allowing them to learn and control the procedures being done, so that they can thereafter use the digital public services by themselves. By assisting digitally unskilled people, namely the elderly and citizens from more rural regions, in becoming more familiar with digital public services, this project boost social equity and empowers citizens to use online public services in a trustworthy way, respecting the rights to privacy and data, thus strengthening the trust and confidence in the use of ICTs, and encouraging its use by all citizens. This initiative helps to turn the digital divide into a digital opportunity, and as a result promotes an equitable development for all.
National implementation: Portugal
Ongoing from 01/10/2014 to 31/12/2027
The current 547 Citizen Spots are located in town halls, parishes and post offices, all of which are considered partners of the project. That being said, there are currently 181 protocols signed between AMA, the Portuguese post offices and the local and central authorities, regarding the Citizen Spots.

WSIS information
* The role of governments and all stakeholders in the promotion of ICTs for development
  • Goal 1: End poverty in all its forms everywhere
  • Goal 4: Ensure inclusive and equitable quality education and promote lifelong learning opportunities for all
  • Goal 9: Build resilient infrastructure, promote sustainable industrialization and foster innovation
  • Goal 16: Promote just, peaceful and inclusive societies
  • Project