Questions/Answers

The SAC DIGITAL Project has as main objective to provide digitized public services to the citizen through a single channel. With a relationship network set of 45 Public Administration agencies, the tool strengthens already established partnerships, by the provision of services from these institutions through SAC DIGITAL. Currently, SAC DIGITAL has a total of 367 services that have already been effectively made available to the population through remote access, with 323 scheduling services and 38 fully digitized services. The provision of public services for remote access democratizes the dialogue with the State, since it eliminates displacements that are costly and require time, particularly for the poorest population, who often do not have financial resources for the displacement, or who would need to be absent from work, in order to go to the face-to-face service station. Furthermore, according to the 2010 demographic census conducted by IBGE [Brazilian Institute of Geography and Statistics], Bahia is the fourth most populous Brazilian state and the 15th most populated, with a population of 14,016,906 inhabitants spread over 564,733.1 square kilometers, resulting in 24.82 inhabitants per square kilometer in its 417 municipalities. Thus, we have a state with low population occupation, the 15th in the country, and with large urban asymmetries, in which only 17 cities have more than 100 thousand inhabitants. Covering the entire Bahia territory with on-site public services is absolutely impossible, which ends up leaving significant unattended parts of the state. The demand for remote access to services is a trend, which was intensified in this pandemic period, and which should be consolidated as the main supply channel for public services. It is in this context that the experience accumulated by the Government of Bahia, with the provision of services provided in a unified manner, both in person and virtually, indicates a strong potential for success of the SAC DIGITAL Project.

Category 1: Stimulating innovation to provide inclusive and equitable services for all, including through digital transformation This Project is included in the core of the category, promoting innovation, in an inclusive and equitable way through digital transformation. For the provision of services at SAC DIGITAL, joint strategies and actions between government entities are systematized, in order to raise awareness among Managers about the importance of Digital Transformation, to promote interoperability between systems, boosting the offer of digital public services, through a single channel. The Project also includes the implementation of the communication strategy on digitized services as a way to democratize and universalize access to the new services.

The Project fits into Objective 9 - Industry, innovation and infrastructure, in goal 9.c “Significantly increase access to information and communication technology and strive to provide universal and accessible access in less developed countries.”, once the service is exclusively performed by use of technology equipment, such as: desktop, smartphones and tablets.

This initiative allows citizens to obtain access to public services remotely, without the need for physical presence, which in itself already characterizes an improvement for society. Citizens who have mobility or accessibility problems have the opportunity to use public services more effectively.

According to the 2010 demographic census conducted by IBGE, Bahia is the fourth most populous Brazilian state and the 15th most populated, with a population of 14,016,906 inhabitants spread over 564,733.1 square kilometers, with 417 municipalities. Therefore, the State has a challenge, that is, how to offer public services in order to cover the entire extensive territory of Bahia and its population in general. SAC Digital, directly attacks this challenge, since the service to the citizen is done through equipment connected to the internet, allowing the scheduling and access to universal services, without need to install face-to-face service units.

It should be noted, in this growth of remote access to public services, that more and more women have used these services at a distance, especially to enjoy services that benefit the household, such as the school enrollment of children, medical appointments, or even receiving the social benefits which they are entitled to. The expansion of the services offeraimed at the female public, therefore, is a fair social demand, once, in addition to contributing to the reduction of inequalities between men and women, it has a great capacity for capillarity, with positive repercussions on families, many of them led by women.

The Project, having a universal scope, is not intended for specific target groups, but for all citizens who are users of public services.

With the arrival of the Digital Government and the advancement of information and communication technology, the Government of the State of Bahia began in February 2019 the project previously called SAC Mobile, which was conceived with a view to conveniently using the wide range of cellular telephony, to become an important relationship and communication channel between the government and the population of Bahia. As a consequence, the offer of services for remote access, also called “digitization of services”, had a great motion, with increasing demand on the part of users for virtual access, currently relying in a total of 296 services offered, being born in 2018 as SAC DIGITAL. As a consequence, the offer of services for remote access, also called “digitization of services”, had a great boost, with increasing demand on the part of users for virtual access, currently has a total of 296 services offered, being born in 2018 the DIGITAL SAC.

Like all innovation and change in the relationship between the government and the citizen, there was a natural resistance on the part of the population in the use of services in virtual format through SAC Digital. In order to minimize the impact of the new type of service and expand its use, the state agencies involved in providing services, through their communication consultants, have developed several publicity campaigns in a targeted manner, intensifying the popularization of the SAC Digital channel, obtaining as a result the application reached the milestone of more than two million users registered in its database.

Sac Digital platform brings the concept of Ommnichannel, which is a cross-channel content strategy that organizations use to improve their user experience and establish better relationships with their audience at the points of contact. This ensures that the citizen quickly becomes familiar with the platform, which contains the best practices for navigation and interaction with the user of social networks like Facebook and market apps like Uber. It should also be noted that as a single platform for public services, citizens will no longer download different applications or access different portals to access information and services.

SAC Digital was born from the observation of the population's need to access services offered by public authorities in a more comfortable way. The inspiration came through the dynamism in which technology has been happening, giving everyone different possibilities, including improving the quality of service to citizens.

Sac Digital platform is based on 3 fundamental pillars, providing cutting-edge technologies to improve service delivery to citizens and public management, as follows: Institutional: Visual Identity and alternative and standardized Service Channels of direct access to Government. Service Model: Unique Citizen Identification; Integration with the Citizen in the Service Channels; Using an application for Mobile Devices, Web Portal, Chatbot and CRM, among other technologies that include the Platform; Management Model, through Dashboard using Bigdata with information on the Citizen and its relationship with Public Services.

It was developed in Bahia and today, in 2020, SAC Digital is a service available to every citizen who needs to request a service offered by different agencies in the State of Bahia, Brazil. Available in mobile format as an app in Android or IOS versions, it can be used in any location, inside or outside the State, as long as the citizen has access to a computer or mobile device, with access to internet.

SAC Digital is a good practice that can be adapted to other governments in the provision of digital public services.

In view of the transformation that has been taking place in all countries, to offer public services from the perspective of the citizen in a simplified way, the Government of the State of Bahia launched in 2018, the SAC Digital Platform, with the proposal to centralize its services provided through digital channels, maintaining a unique relationship channel with citizens and has become a reference in Brazil.

Provision of public services in a virtual way, guarantees more economy and efficiency, by allowing reductions in service costs. Among others, the economy happens through the elimination of paper, the reduction of bureaucracy, the reduction of errors and fraud, and less need to rent structures, maintain logistics and hire personnel for face-to-face service. With this, the return on investment generated is more than enough to maintain the project in a systemic and sustainable way.

Yes

Through the GTD - Digital Transformation Group of State and District Governments, an organ linked to CONSAD - National Council of State Secretaries of Administration and ABEP_TIC - Brazilian Association of State Entities of Information and Communication Technology, in Research on Mobile Applications of State and District Governments. The aim of this research was to investigate the maturity of digital government through citizen service applications. An exploratory research with a quantitative descriptive cross-sectional approach was carried out with the total number of applications available on Google Play, followed by a validation by the GTD.GOV Focal Points.

The analysis of the functionalities and maturity level of the services offered by the applications. Based on the maturity level proposed by the UN (UN E-Government Survey 2012 E-Government for the People), the services were classified considering: Informational: the service is not provided within the application, it only offers an access link to the service outside the application; Interactive: a service stage can be performed digitally, such as making appointments for attendance at face-to-face units; Transactional: allow you to fully perform the service sought by the user. The tools for data collection and analysis were: R language and the AppBot tool

About the number of installations: · Poupatempo Digital: 1.615.315 · SAC Digital came in second with 941.06 · MG APP - Citizen: 895.008 Number of ratings and grades · With regard to grades, it was identified that the average point attributed to applications is 3.6 stars. SuperApps are those that have a lower overall average score compared to initiatives with centralized and decentralized distribution. Although the applications MG - APP Cidadão (MG) and SAC Digital (BA) are well evaluated (with an average of 4.7 and 4.4 stars. Number of comments · SAC Digital in first place with 4.953 · Detran GO ON: 2.969 · MG App - Cidadão: 1.321 About theSuperApps · It was identified that SuperApps have an average size of approximately 20MB, larger than centrally distributed (12.06 MB) and decentralized (12.76 MB) applications. This result is relatively expected, once SuperApps add several services, end up taking up more storage space. However, we can highlight, as a positive example, SAC Digital (BA) and e-GDF (DF) initiatives, with a size below 10 MB.

In order to institutionalize Digital Transformation throughout the State of Bahia, a decree is being prepared that will consolidate the SAC Digital platform as a unique channel for offering services to citizens, as well as defining the Digital Transformation guidelines and policy in the State, appearing in the State of Bahia Government's 2020 2023 Multiannual Plan.

The Government of the State of Bahia, which contributed to the mitigation of risks for the implementation of the system; · The society eager for accessibility to systems in a practical and efficient way; · The other service providers that sought greater practicality in meeting demands.

During the digitization of services initiatives, points of improvement were identified that will maximize the potential of Digital Transformation in the State, such as: · Institutionalization of Digital Transformation in the State as well as the SAC Digital platform as a single channel of communication with the citizen; · Identification of focal points engaged in the Agencies, aiming at promoting digital transformation initiatives in the Agencies, as well as mobilizing their teams, necessary to participate in the digitization process of public services; · Use of promotional and efficient communication and dissemination campaigns; · Implementation of a Governance model, fundamental to guarantee the election, prioritization and availability of services with guaranteed time and quality under the faithful fulfillment of the agreements with state agencies and entities and mainly with the citizen.