Good Practices and Innovations in Public Governance 2003-2011
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Good Practices and Innovations in Public Governance 2003-2011

Good Practices and Innovations in Public Governance 2003-2011 Good Practices and Innovations in Public Governance 2003-2011

shubhambhuyat
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06.03.2014 Views

Good Practices and InnovATIONS in Public Governance dental services. The mobile units, which remain for two weeks in each visited community, carry PCs that contain patients’ data. The SAC system comprises of 22 fixed units, two Mobile Sac Documents units and nine Mobile Health SAC units. The SAC was created to render services to everyone in a fair manner, and to eliminate any form of discrimination based on social status, culture, race or religion. All citizens have equal access to services offered by SAC, which are provided in an efficient, timely and courteous manner. SAC has proven great efficiency with some units attending to more than 10,000 requests a day. State-of-the-art technologies and an innovative approach were used by the government agencies involved in the project. An informational campaign appraised citizens of the availability of the SAC services; it also provided information about the philosophy and identity of the SAC. Surveys were conducted to find out about the adequacy, design and standard of the services rendered. Communication was crucial for the success of the entire process: the language used was simplified and customized for each specific service. Different SACs were created to address different community needs and their varying characteristics. Provision of services was tailored to meet the needs of users in both form and content. Special importance was given to the improvement of the quality of service delivery and to innovative ways of bringing services to people through new technology and partnerships with other agencies. These initiatives took into account the needs of people in the remote areas through developing outreach and community liaisons. With a focus on human resources, the management board stimulated each state agency to select the best and most motivated personnel. Training courses in human resources, psychology and logistics, increased staff’s knowledge and efficiency. SAC’s philosophy was integrated into the partners’ management system. Over the years, SAC centres have become extremely popular with the public as they provide an easy and regular, reliable access to services. The great success of the SAC stems from the fact that it operates through mobile and specialized units. The SAC technology has garnered praise and recognition around the world. Since 1997, 15 Brazilian states have implemented public services delivery centres using SAC know-how or copying its model. Once implemented, positive outcomes, higher levels of citizen satisfaction and greater efficiency in delivering public services are readily apparent wherever these techniques have been adopted. Other organisations have adopted SAC techniques, especially in the realm of customer service. Satisfied users include the Department of Public Security and OSID, an NGO providing health services. 378

2004 Category 1: Brazil Many countries, such as China, Belgium, El Salvador, Cape Vert, Trinidad and Tobago, Morocco, Venezuela, Chile, Costa Rica, São Tomé & Principe, Honduras, Nigeria, Mozambique, Philippines, Angola and Guinea Bissau, have shown an interest in SAC techniques. Technical cooperation agreements have been signed with Portugal, the city of Bogotá, Nicaragua and the Provincia of Misiones in Argentina to implement similar projects. Portugal opened its first centre in April 1999 in Lisbon with the assistance of SAC staff. Today there are operating eight Lojas do Cidadao, so-called citizen stores. For more information, please visit: www.saeb.ba.govt.br 379

2004 Category 1: Brazil<br />

Many countries, such as Ch<strong>in</strong>a, Belgium, El Salvador, Cape Vert, Tr<strong>in</strong>idad <strong>and</strong> Tobago,<br />

Morocco, Venezuela, Chile, Costa Rica, São Tomé & Pr<strong>in</strong>cipe, Honduras, Nigeria,<br />

Mozambique, Philipp<strong>in</strong>es, Angola <strong>and</strong> Gu<strong>in</strong>ea Bissau, have shown an <strong>in</strong>terest<br />

<strong>in</strong> SAC techniques. Technical cooperation agreements have been signed with Portugal,<br />

the city of Bogotá, Nicaragua <strong>and</strong> the Prov<strong>in</strong>cia of Misiones <strong>in</strong> Argent<strong>in</strong>a to<br />

implement similar projects. Portugal opened its first centre <strong>in</strong> April 1999 <strong>in</strong> Lisbon<br />

with the assistance of SAC staff. Today there are operat<strong>in</strong>g eight Lojas do Cidadao,<br />

so-called citizen stores.<br />

For more <strong>in</strong>formation, please visit: www.saeb.ba.govt.br<br />

379

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