The benefits resulting from the projects’ implementation and continuous development are several and very diverse. However, we can summarize them in five global positive impacts:
One global benefit from the Citizen Shops project was that it clearly introduced a new concept of public service delivery, based in a model where the public administration adapts to citizens needs and conveniences, and not the inverse. In this sense, it literally revolutionized the model citizens’ access public services. In one single place, with an intuitive organization and following common rules of service delivery, the general public could now have access to a wide variety of utilities, from water or electric supply companies to ID card emission, from social security services to passport emission.
It worth’s also underlying that quality monitoring practises used in the Citizen Shop pushed in a positive way the adopted service delivery models. The Citizens Shops project has seriously promoted a quality oriented culture in public services delivery between its partners. With a serious approximation to a service provider/client referential, citizens’ opinions and satisfaction became much more important and was increasingly considered in the revision of service delivery practises. The willingness to overcome great challenges in service delivery domains became the motto of the initiative.
The efficiency increases were naturally one of the major results of the project. Not only serious improvements were obtained in terms of time for the delivery of public services, but also important savings were achieved due to the concentration of services and much more client oriented procedures.
The mentioned physical concentration of services was indeed an excellent proof of concept to impulse collaboration and partnerships between entities. As mentioned, Citizens Shops concentrate a wide variety of public and private services. The project is not only the result of a common effort to provide service delivery on the same spot, but also contributes to a major proximity between those actors. In this sense, the development of integrated services (e.g. I Lost my Wallet service; Changing Address service) or multi-services desks are also a result of that proximity, of common goals collaboration experiences
Although in our days, a Citizens Shop is a very common and familiar concept to Portuguese citizens, there is a clear notion that the project transformed the concept of in person public service delivery. It’s an unavoidable mark of public services modernization efforts of the last decade. .
Has mentioned, quality monitoring practises became central instruments to evaluate the project’s impact. In this sense, the increasing number of attendances at Citizens Shops – 81 millions from 1999 to June 2010 – is a clarifying indicator of objectives accomplishment by the project. On the other hand, the users’ satisfaction, monitored trough regular queries, is also a important practise to have in mind.