SECRETARIA PARA ASSUNTOS ESTRATÉGICOS (Special Secretariat for Strategic Affairs for Government of P

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
The Espaço Cidadão project began in 1999 in the Companhia de Tecnologia da Informação e Comunicação do Governo do Paraná (CELEPAR) and it had several formats during its career of 15 years. At the end of 2010, this project was known as Telecentros, which goal was to promote digital inclusion in municipalities with the lowest HDI (Human Development Index) in the state of Paraná, where citizens had free access to the Internet, through a kind of free Lan House, but not aggregated quality of the population. The problem identified by the new management of the state government, in 2011, was that those telecenters were poor management and monitoring and less use by citizens. The spaces now were no longer wanted by the people and fell into disuse. Technological developments in the world, the emergence of new technologies and new forms of digital inclusion, increased the number of Brazilian inserted in the digital universe. Paraná Government notice that in this format, it was not possible to quantify the uses of resources, much less perform the analysis of evolutionary design data. The citizen did not benefit from the access to the state government services and/or Federal. Nor had organized and ongoing maintenance space, received no qualification in the area of digital inclusion, neither in the area of social inclusion with the real empowerment of the citizen to improve their quality of life, conditions and opportunities for income generation, and also did not have an infrastructure of computers with updated settings, slow Internet connection, or partners to support the initiative and provide sustainability for the project. The previous model did not allow strategic diagnoses to be made so that it could monitor the needs of beneficiary communities with a telecenter, but also did not allow the monitoring of the number of hits and the purpose for which those spaces were used. In the absence of an integrated process, with features that subsidize decision making and the evolving strategic and project monitoring information system were also weaknesses that have been recognized in this scenario. Facing the problem in early 2011 with the new management of the State of Paraná, the project was restructured from the coordination of the Secretaria Especial para Assuntos Estratégicos (SEAE). The new format has been called Espaço Cidadão ( and adopted the strategy of adding new actions that contribute directly to the development of the state and its people. New groups were included in the design as illiterate, visually and physically disabled, elderly, youth, disadvantaged communities, companies, individual entrepreneurs, small business owners, managers of third sector (NGOs, neighborhood associations, etc.) and inmates (convicted persons serving sentences in prison systems). Furthermore, the actions were aimed at the entire population could have a place of reference for digital inclusion, and especially social inclusion.

B. Strategic Approach

 2. What was the solution?
The SEAE in partnership with CELEPAR and the Government of the State of Paraná recreated the project named Espaço Cidadão. In 2011, set as its goal the promotion of digital inclusion as a tool of social inclusion for the entire population and new social groups completely free. As guidelines, funding the generation of income and employment were adopted through the training and professionalization of the population, by offering courses and lectures in classroom and distance modalities, stock incentive and dissemination of electronic services of the State Government and Federal Government investment in the training of classroom assistants who perform local service, expansion of leisure and culture, training and development of social networks, communities and leaders for leadership and performance options in the region. To meet the new goals the Special Secretariat for Strategic Affairs was used in conjunction with partners for the development and sustainability of the project, involving various levels of government and various sectors of society, seeking the union of each partner entity forces to offer best services, aiming to achieve the 399 municipalities throughout the State of Paraná. The project currently has 370 units and is present in 90% of municipalities, constantly seeking to achieve this goal and objectives proposed by the actions described below. The State Government, Municipalities, Associations and Organized Communities are partners in achieving sustainability initiatives. The rights and obligations are clear and agreed in contracts between stakeholders. The new format of the project provides citizens, even in remote locations, the possibility of access to the worldwide web with a complete structure of computers, communication links in broadband environment and prepared to receive people with special needs, through a environment adapted for wheelchair users and computers with accessibility software for the visually impaired. This interaction enhances the chances of citizenship, bringing access to information and knowledge about the rights and duties of citizens, as well as access to services provided by public agencies. To bring citizens closer to the services provided by the Public Management, the project offers access to over 1,200 electronic government services Ball State and Federal, through the Electronic Government Portal of the State of Paraná ( . With the infrastructure of computers with Internet access, the community benefited from the project can consult and issue documents (such as government certificates, ID for citizens and companies - exemples RG, CPF, CNPJ), information on services water and electricity, access to traffic departments, social welfare, public safety and many others. Partnerships with educational institutions and professional offer free courses in several areas, in attendance modalities and distance education, web conferences, democratic and egalitarian manner, providing students new opportunities in the market work, first job, vocational training, outplacement and encouragement to local trade. Another important initiative was the launch, in 2014, of the new version of management and monitoring of Espaço Cidadão, and the creation of the System Manager, ( enabling the monitoring of strategic actions. The interface allows the inclusion of information from the attendants of the spaces, registration of users, courses, use the link, and a dynamic module management reports, in addition to training on the system, in person and at distance. It was also developed a BI (Business Intelligence), that provides information management and strategic nature.

 3. How did the initiative solve the problem and improve people’s lives?
In Brazil, there are many telecenter initiatives, and however the Espaço Cidadão has a great advantage against the other, the project conducts a management focused on the characteristics and local needs, with the deployment of technology in the service of the citizen. They are for government services, courses with certification, training and skilled labor, but also focused on entrepreneurship and formality of micro, small and individual entrepreneurs, or to every need of the region. The Espaço Cidadão project focuses on local and regional vocation of your surroundings. For this, we made continuous monitoring of the project by their managers - specialized staff, and ongoing support and maintenance is also performed to ensure the quality of the project and support the effective continuity of structure available. The regionalized engagement enables an approximate view of each region of the state so that the whole structure remains fully functioning and evolving. In management and information technology context, we have important allies, both the System Manager (SGP) and BI (Business Intelligence) provide constant looking at each Espaço Cidadão, allowing performance focused and strategic means of consolidated data.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
First, the action plan of this project sought to analyze the processes of improvement and evolution of Espaço Cidadão. It was found that for the sustainability it was necessary to maximize the use of space and lead to the population the most effective meeting local needs in order to provide actions that promote the development of the State of Paraná. During the analysis and restructuring of project, studies and quantitative surveys on the number of accesses and use of the spaces still called telecenters and also its coverage of the state were held; qualitative studies and surveys which showed that improvements and actions viabilizariam project sustainability. As shown earlier, the SEAE has restructured the project expanding the number of Espaço Cidadão to improve the quality of services provided from this project. To expand the infrastructure of Espaço Cidadão, it received computers as donations from various partners. It was also necessary investment in training of attendants - officials responsible for the care and guidance of people in Espaço Cidadão. They have a key role in the smooth functioning of the project, since they are mobilizing agents in their communities and are also responsible for conducting and promoting social inclusion and digital design goals. Empowered to act in order to support these mobilizers, the strategy included investment through training geared to the attendants, and performed regularly in person, leveling knowledge, promoting the exchange of experiences and good practices, encouraging the performance of each in the community, advising on courses and lectures available to the citizen, and efficiently to attend the demands from citizens. This training happens consistently every month with groups of 15 to 25 attendants, with the following contents: use of System Manager (SGP) and institutional-mail, e-government services, and use of social networks, averaging of several classroom courses and the distance. In this model the Municipality is responsible for donation and maintenance of the physical space, including the furniture and the employee's salary. The SEAE is responsible for providing the link for Internet access, delivery of computers throughout the management and functioning of the project to achieve the objective. CELEPAR performs the installation and standardization of software, maintenance of computers, recorded and transmitted lectures webs and updates, development information system, Management System (SGP) and BI (Business Intelligence). Other partner institutions is to contribute to completion of courses, lectures and classroom training and/or away for free to the public. Investment in education and quality of life of the population is a constant goal of the project and, therefore, the partners of the qualification must provide agendas and new themes that, during the course of the project, new capabilities that bring new knowledge to the citizens, can be held . The SEAE is paying attention to the goal of benefiting the 399 municipalities of Paraná, deploying new spaces and refitting the technology park constantly. It holds a budget forecast for 2015 of four million reais (equivalent to about two million dollars).

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The design and restructuring of this project passed the planning of the SEAE team by analyzing the technical CELEPAR team. It also had the guidance and support of advisory SEBRAE - Brazilian Service of Support for Micro and Small Enterprises. Coordinated by SEAE, it is conducted and it was funded by articulating joint actions between the Government of the State of Paraná, CELEPAR, Municipalities, Associations and Neighborhoods Organized Communities. To the structure of computers, in addition to the acquisition by the State Government, the project has a constant donation for used equipment of the Banco do Brasil. Attendants are responsible for the care and guidance of people in Espaço Cidadão, and have a key role in the smooth functioning of the project because the communities are mobilizing agents, and to promote social responsibility and digital inclusion. Professional qualifications and other courses offered throughout the state of Paraná have a partnership with renowned institutions, known for their commitment to providing excellent service and great content, namely: Serviço Nacional de Aprendizagem Comercial – SENAC, Serviço Nacional de Aprendizagem Industrial – SENAI, Serviço Nacional de Aprendizagem Rural – SENAR, Serviço Brasileiro de Apoio às Micro e Pequenas Empresas – SEBRAE, Fundação Getúlio Vargas – FGV, Secretaria de Estado da Ciência, Tecnologia e Ensino Superior – SETI, Escola de Governo, Tribunal de Contas do Estado do Paraná, Intel, Associação Gente de Bem and also lecturers and experts in various fields of knowledge. Actions result in quality service to the Espaço Cidadão, be they of all ages and social groups - illiterate, handicapped, elderly, youth, disadvantaged communities, companies, individual entrepreneurs, small business owners, managers of the third sector (NGOs, neighborhood associations, etc.) and inmates (convicted persons serving sentences in prison systems).
 6. How was the strategy implemented and what resources were mobilized?
The SEAE performs a significant management of this project to promote the integration of agencies and entities. This action involves state and local government, the interest of professional categories institutions, professional associations and private economy provides. The result of this integration results in standardization and agility of citizen service. By formalizing the formal agreement each responsibility is specified the rights and duties of partners. Regarding the budget issue, each participating institution is responsible for the resources required for the Project, this being one of the key elements that make it sustainable, since all participants understand the importance of investing in a social, conscious and inclusive and committed society. The City Hall makes the granting and maintenance of adequate physical space for receiving the Espaço Cidadão project, including the furniture, also allowing an employee to perform the service to the population. When the training of the operators are realized, the City Hall also absorbs the costs of travel and lodging. The SEAE is responsible for providing access links to the Internet, for supplying the kits computers, the training of attendants and the actual management of the program, and the necessary financial resources. The viability of these elements are provided in budget allocations and specific contracts that are part of the ongoing process of administrative office, where in 2015 there will be a budget estimate of four million reais. The computers that make up the infrastructure of the Espaço Cidadão are from the acquisition by the State Government and from donations made by the Banco do Brasil. CELEPAR installs and standardization of software, maintenance of remote computers and in-place, recorded web conferences and the development of the management system, a technique involving about 15 employees and all this performance is scheduled in a specific contract between the SEAE and CELEPAR. Other partner institutions promote the completion of courses, lectures and classroom and / or distance training, absorbing all their own costs and help to build a project that improves people's lives by promoting the social, professional and digital inclusion.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
From 2011 until October 2014, the project generated more than two million cases in Paraná. The results which showed a better performance were: 1 Training the citizen The Espaço Cidadão act as facilitators in the professional development of Paraná citizen, which already surpassed more than 12,600 participants. For example, in Anahy, city with only 2,922 inhabitants, the Menor Aprendiz program offered by the partner SENAI is a great protagonist in Espaço Cidadão. From this interaction, there are many success stories in the local community. One of those, a young user of courses offered by this project, attends since 2013. The various courses conducted by it, including the Menor Aprendiz, earned her a differentiated curriculum, making it suitable for a new job in Anahy. Currently, this girl is crowded into a better job in another municipality in the region. This case shows that it is possible for the population to improve their professional skills for free, getting better integration in the labor market. This is just one example of the students who attends the courses offered at Espaço Cidadão. 2 Digital and social inclusion of the elderly In Matelândia, city with 17,186 inhabitants, border with Paraguay and Argentina, Espaço Cidadão performs digital inclusion for older people, with didactic exclusive to this audience. Identified older people without literacy, first began literacy and later digital inclusion with a computer course. After the course, some seniors have lost their fear of technology and bought their own computer. In 2014 there were more than 1,600 participants in the state of Paraná in this segment. This case shows the important role of the clerk in being responsive to community needs. 3 Use of technology for the benefit of citizens In 2011 the project had 166 Espaço Cidadão, 144 cities, covering 36% of the state of Paraná. After deploying some management changes, the project has made a qualitative and quantitative leap. Currently the project has 370 Espaço Cidadão in 350 cities, and it covers about 90% of the Paraná state. It is a project that looks to the future, technological resources available to people who are ready for use. One example is the web conference, which expand and enhance the participation of the population, leading content anywhere, anytime. Last year, more than 60 broadcasting were performed in careers and professions segment.

 8. What were the most successful outputs and why was the initiative effective?
The Espaço Cidadão is supported by three management systems, all with integrated data. The main system is the SGP (Sistema de Gerenciamento do Projeto). The web version was developed in postgreSQL database using php, which allows two lines of action, operational and management. The operational activities allows each Espaço Cidadão run daily management of the use of space through user registration, appointment, categorization of the purposes of use of IT resources. The managerial role allows the mapping of local reality, the identification of new development opportunities, beyond the qualitative and quantitative monitoring of courses offered by the partners. To maintain the integrity of information, the SGP is access only by access keys security previously registered. The GSP can be accessed at Data from Espaço Cidadão are filled from a checklist performed by the CELEPAR technical staff and allows a wide view of the park equipment allocated to each unit. This data lets knows the quality of the equipment, know who is responsible for the partnership in the municipalities, and includes important information such as name, phone, email and social networks of people to contact in these spaces, represented by attendants. The monitoring data links are supported by a duly integrated into the SGP, giving graphical view of the access and consumption of the internet, showing how the communication resources are being utilized in each Espaço Cidadão. The monitoring can be daily, weekly and monthly, enabling the constant decision making. Has also developed an application from BI (Business Intelligence) with information that brings constantly updated and allows tracking and evolution of Espaço Cidadão. On the SEAE website brings full information about Espaço Cidadão, it is result of data integration by SGP. This service is available by clicking the icon “Espaço Cidadão Endereços”. To accompany the technical actions as well as the demands of operation and maintenance support in all the Espaço Cidadão, is used the Service Request System (SOC), developed and maintained by CELEPAR. This system integrated to SGP provides informations for monitoring e performance management.

 9. What were the main obstacles encountered and how were they overcome?
Because it is a dynamic project it requires continuous improvement. Thus, a major difficulty was the restructuring of the SGP, adhering to process and maintaining this with qualitative and updated information. The solid partnership with CELEPAR, made it possible by the development of the new version of the system, addressing new data and new queries associated with a new form of work of the technical team. The standardization of the architecture of the information technology was also challenging, since there were back reflections in all existing units, impacting on all setting and maintaining these machines. The solution was to establish a standard environment for both software and hardware. Three levels of support were established: the first level is through the Customer Service Center by phone (+55 41 3200-5995) where it is held the telemarketing, done by highly trained professionals; the second one happens by recording a technical occurrence and remote assistance; and the third level of support is conducted in person on site. Another challenge is to establish a continuous interaction with Espaço Cidadão in order to motivate them to maximize the use of infrastructure for the benefit of the population, whether it is in digital inclusion, vocational training or development of projects aimed at calling the city and especially in social inclusion. The strategy is to invest in periodically training of attendants to promote the exchange of experiences and good practices, encouraging them to act in promotion of new knowledges, to treat citizens with more assertiveness and agility. The acquisition of equipment is undoubtedly a great challenge to maintain technologically advanced computers. In this sense, there are made partnerships with companies that provide equipment that fit the project, beyond the traditional acquisition process.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
In no more than 700 words describe the impact of the initiative. Provide concrete examples for how the initiative made a difference in the delivery of public services. Describe how the improved delivery of public services had a positive impact on the public. Provide information on how this impact was measured. The main benefits of this initiative directly result in impact and scope of the project, benefiting the population of Paraná. By 2010, before the reformulation of the project, he was present in 144 cities, with 166 Espaço Cidadão. The project currently has 370 units in 359 municipalities. Remembering that all actions of the project contribute to the achievement of the goals of the 8 Millennium Development Goals, established by United Nations, and in Brazil are called Os 8 Jeitos de Mudar o Mundo (8 Ways to Change the World). The numbers of operations and services performed on new management are obtained through the SGP and BI, with more than 2.5 million attendances in e-government services, internet access and participation in courses and lectures. This administration were conducted more than 20 lectures broadcasting by web conference in several heme, it was accounting for more than 12,000 hits ( Recently, SEAE hosted a web conference for all Espaço Cidadão with the theme: October Pink - Breast Cancer Awareness Month. Several municipalities participated and collaborated sending photos of the community gathered to watch the lecture. There was an intense engagement with this theme, with a result, over 1,300 hit ( This project benefits the social group of convicts (people sentenced for justice serving sentences in correctional systems), promoting professional qualification from this group, through the courses offered by Espaço Cidadão, according to State Law 12.433, provides for remission of sentence the detainee for study or work, following the guidelines of the Ministry of Education (MEC) and the National Education Guidelines for Prisons. There are six facilities in the state in partnership with the Coordination of Education and Vocational Training of the Department of Justice and Citizenship and Human Rights of Paraná. Besides people who use the services in Espaço Cidadão, we have the valuation and opportunity to working professionals who work directly on this project, as attendants, who are in constant personal and professional improvement, as many enjoy the opportunity and participate in courses, lectures. One such example is Eva Regina Salak, attendant at Espaço Cidadão Quitandinha, town with 18,257 inhabitants. In November 2014 she received the certificate of the Mediator Intel Aprender Program - certification that makes it apt to teach in the same program. Eva also received the certificate of the Basic Accounting, distance training course did at Espaço Cidadão ( Another aspect of the project is the care for people with special needs, preparing them for inclusion in the labor market. In Paiçandu, city with 38 846 inhabitants, the attendant at two Espaço Cidadão is a handicap. Celio Martins dos Santos finds no obstacles to mobility in the workplace, performing his work with determination and dedication, becoming a reference in the project to overcome. By doing an excellent job in the community, the municipality will receive the third Espaço Cidadão, now in rural community. The SEAE use the technology to bring information to citizens and approach municipalities and attendants. The constant use of communication channels provides that coordination is in constant contact with the daily life of these spaces, overcoming geographic barriers. For this, the use the send emails and social networks in order to send and receive information, advise on specific modules during the training attendants receive the training. The strands in social networks are twofold: to create a closed group on Facebook ( returned to the attendants, so they take questions, send suggestions, photos of Espaço Cidadão and interact with attendants in other municipalities, exchanging information. The group is used daily by the coordination team to also send important announcements such as new courses, new partnerships and new training classes. The second aspect is the fanpage (, which brings institutional information, new courses, events and also enhances the daily lives of each municipality benefited from the project. The fanpage aims to encourage the initiatives of each Espaço Cidadão, promoting transparency with the population, which can monitor the services provided.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
The program is sustainable to the extent that its various partners have clearly defined responsibilities through legal instrument. In this process, the SEAE has key role in managing the program. Globally, the assignments are defined as follows: the City Hall donates and maintains the appropriate physical space for the installation of Espaço Cidadão, including furniture, besides the attendant salary. The SEAE is responsible for providing access link to the internet and the provision of computers. The CELEPAR provides software, installs and supports computers, web conferences and maintains records manager system. Other partner institutions promote the courses, lectures and classroom training or distance. For maintenance the financial sustainability of this program, the SEAE has an annual budget that provides for the acquisition of new equipment and the modernization of existing Espaço Cidadão, besides the maintenance data link, the local maintenance and SGP updating, it is around 4 million reais (R$ 4.000.000,00) for 2015. Each partner also assumes the values of investments that fit them. The aspect of transfer or replication this model can be seen as more than 350 municipalities have the same solution for physical and technological infrastructure, functioning fully and naturally, and needing support and maintenance, triggers to assist in three levels. The regional and decentralized model Espaço Cidadão, provides resource savings ahead permeability reached in care, benefiting the population, avoiding the move to larger centers, providing a single location information, training and government services. Trainings are mechanisms for sustainability and replication seen that enable the exchange of experiences and good practices, assisting in the capping of knowledge and establishing healthy patterns of functioning. Facebook is the greatest ally of the SEAE that promotes the dissemination of initiatives and projects. IT is an important tool for sustainability of the solutions used in this project, the SGP, the BI and the Electronic Government Portal of Paraná ( are essential to the model. These tools are enable on the internet to daily checks, strategic vision, monitoring, and providing more than 1,200 services and information to the population. It is also used to distance education by Moodle. In many areas of IT can be exploited to enhance replication and sustainability of this design. In 2014 this project was ranked as the 18th finalist Conip Award for Excellence and Innovation in Public Management as an initiative to modernize the administration of Brazilian governmental levels, which contribute to the strengthening of citizenship and governance. With this certification, this project reinforces the effective contribution of the Paraná State Government in delivering public services. It is has been the reference model in the whole country, for example, currently there is negotiation for cession of the SGP for the Alagoas State, located in northeastern Brazil. This is another effective demonstration without cost sharing of good practices. Recently Espaço Cidadão was ranked as the finalist Gobernarte 2014 Award - the art of good government, Inter-American Development Bank - IDB.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
The act along with Espaço Cidadão with such magnitude, there is the certainty that a digital inclusion program can be leveraged from partnerships established at very low costs, broadening the beneficiaries and benefits to citizens, impacting directly on the qualifications of the participants reflecting on changes and improvements in their quality of life and therefore of who is around you, promoting digital inclusion, social inclusion and inclusion in the labor market. In many cases, entrepreneurship is encouraged, reflecting directly on productive local chain, generating a positive synergy. Citizens benefit from this project feel the need to participate, share and give back the benefits. This design project undoubtedly presents a fertile field to be explored. The exchange of experiences and good practices that occur either in person, in various capacities with the attendants in distance education courses and through facebook, shares are promoted, where it stimulates the replication of actions that benefit citizens across all Paraná State. A significant lesson learned, was the opportunity provided to the segment of convicts, through distance learning, allowing indeed reduced sentence. This project extends from the child, adolescent, adult, professional, housewife, the elderly, where everyone can benefit and improve. The Espaço Cidadão is available for all. It is the sum of efforts in several areas, associated with information technology to promote the best prospects in the quality of life of the population through social and digital inclusion. Many efforts working tirelessly on behalf of the common good, as Abraham Lincoln said, "Actions speak louder than words!"

Contact Information

Institution Name:   SECRETARIA PARA ASSUNTOS ESTRATÉGICOS (Special Secretariat for Strategic Affairs for Government of P
Institution Type:   Government Agency  
Contact Person:   Clecy Amadory
Title:   Secretária de Estado  
Telephone/ Fax:   +55 41 3210-2883 or +1 518 698-1911
Institution's / Project's Website:  
Address:   Rua Jacy Loureiro de Campos, s/n - 1º and - Palácio das Araucárias
Postal Code:   80530-915
City:   Curitiba
State/Province:   Paraná

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