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提名人信息

机构信息

联合国成员国 葡萄牙
机构名称 High Commission For Migration
公共部门机构类型 公共机构
行政层级 国家的
项目名称 CNAIM
项目运行年份 11
机构网站 www.acm.gov.pt

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? Ensuring integrated approaches in the public-sector institutions
UNPSACriteria
2018.2.1 Introduces and operates institutional frameworks that integrate and harmonize policies, strategies and programmes for implementation of the 2030 Agenda
2018.2.3 Supports and facilitates social inclusiveness and collaboration among government agencies and citizens

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
减少不平等
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
10.2 到2030年,增强所有人的权能,促进他们融入社会、经济和政治生活,而不论其年龄、性别、残疾与否、种族、族裔、出身、宗教信仰、经济地位或其他任何区别
10.3 确保机会均等,减少结果不平等现象,包括取消歧视性法律、政策和做法,推动与上述努力相关的适当立法、政策和行动
10.7促进有序、安全、正常和负责的移民和人口流动,包括执行合理规划和管理完善的移民政策

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 16 3月 2004

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
全面禁止 核试验 条 约组 织
请提供细节。

Question 6: Supporting documentation

您是否能为该项目提供相关支持文件?

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?
如有,请详细说明。 EPSA 2011 Award Winner - Opening up the public sector through collaborative governance

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的?

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? Ensuring integrated approaches in the public-sector institutions
UNPSACriteria
2018.2.1 Introduces and operates institutional frameworks that integrate and harmonize policies, strategies and programmes for implementation of the 2030 Agenda
2018.2.3 Supports and facilitates social inclusiveness and collaboration among government agencies and citizens

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
减少不平等
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
10.2 到2030年,增强所有人的权能,促进他们融入社会、经济和政治生活,而不论其年龄、性别、残疾与否、种族、族裔、出身、宗教信仰、经济地位或其他任何区别
10.3 确保机会均等,减少结果不平等现象,包括取消歧视性法律、政策和做法,推动与上述努力相关的适当立法、政策和行动
10.7促进有序、安全、正常和负责的移民和人口流动,包括执行合理规划和管理完善的移民政策

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 16 3月 2004

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
全面禁止 核试验 条 约组 织
请提供细节。

Question 6: Supporting documentation

您是否能为该项目提供相关支持文件?

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?
如有,请详细说明。 EPSA 2011 Award Winner - Opening up the public sector through collaborative governance

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的?

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? Ensuring integrated approaches in the public-sector institutions
UNPSACriteria
2018.2.1 Introduces and operates institutional frameworks that integrate and harmonize policies, strategies and programmes for implementation of the 2030 Agenda
2018.2.3 Supports and facilitates social inclusiveness and collaboration among government agencies and citizens

Question 3: Implementation Date

这个项目是否有超过两年的历史?
请提供实施日期。 16 3月 2004

Question 4: Partners/Stakeholders

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
全面禁止 核试验 条 约组 织
请提供细节。

Question 5: Required Supplemental Documents

您是否能为该项目提供相关支持文件?

Question 6: UNPSA Awards

此项目是否已经获得过联合国公共服务奖?

Question 7: Other Awards

Has the initiative won other Public Service Awards? Yes
Comments: EPSA 2011 Award Winner - Opening up the public sector through collaborative governance

Question 8: Sustainable Development Goals

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
减少不平等
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
10.2 到2030年,增强所有人的权能,促进他们融入社会、经济和政治生活,而不论其年龄、性别、残疾与否、种族、族裔、出身、宗教信仰、经济地位或其他任何区别
10.3 确保机会均等,减少结果不平等现象,包括取消歧视性法律、政策和做法,推动与上述努力相关的适当立法、政策和行动
10.7促进有序、安全、正常和负责的移民和人口流动,包括执行合理规划和管理完善的移民政策

Question 9: Validation Consent

您是否反对愿意我们对此项目展开了解以便认证?

How did you know about UNPSA?

How did you know about UNPSA?

Nomination form

Questions/Answers

题 1

请描述该倡议的目标(最多200字
The National Support Centers for the Integration of Migrants (CNAIM) of Lisbon, Porto and Faro are structures coordinated by the High Commission for Migrations (ACM). Their objective is the concentration and cooperation in a single space and with an identical working philosophy of various public institutions (attached to six ministries) related to migration. This allows migrants to access them and be able to solve, in a single visit, the issues pertaining to their integration process in Portugal. These centers also have offices for specialized support meant to meet migrants’ specific needs, namely in areas like family reunion and legal, social or employment areas. CNAIM also provides a Migrant Support Line, a complementary telephone service that constitutes an additional tool to promote and help guarantee the effective equality of rights and obligations. Through this line, information is made available to migrant associations, companies and public administrative bodies on Portuguese legislation and administrative procedures related, for instance, to access to employment, housing, health services and education, all of which are facilitating factors for migrant integration processes. In the same vein, articulation is made, when necessary, between migrants and the CNAIM, especially through scheduling interviews with the centers’ Support Offices.

题 2

请解释该倡议如何与所选类别和标准相关联(最多100字)
The services inform, guide and advice citizens on the basis of joint work which improves information consistency and minimizes inaccuracy and delays in the implementations of procedures. The Immigration and Borders Services, Authority for Working Conditions, Social Security, Central Registry Office, Ministry of Education, Ministry of Health and the Citizen Space, as well as the Support Offices coordinated by the High Commission for Migrations - Welcoming and Sorting Office, Social Affairs and Inclusion Office, Legal Support Office, Support Office for Employment, Higher Education and Qualification - are all present and guarantee an integrated approach to public services.

题 3

请说明该倡议以何种方式促进实施“2030年可持续发展议程”和实现可持续发展目标。 指定与其相关的SDG。 (最多100字)
The decentralization of the CNAIM, the mastery by their staff of 14 languages, the provision of 56 languages by the Telephone Translation Service, and the 98 Local Support Centers for the Integration of Migrants, all favor empowerment, social inclusion, equality of opportunities irrespective of age, gender, ethnicity, origin, religion or economic status, fully in line with Objective 10.2, 2030 Agenda. Within Objective 10.7, the policies developed and carried out by the High Commission for Migration through the CNAIM provide a better framework for integration policies and promote quality and sustainability of migration as a factor of economic and population growth.

题 4

该倡议必须对一个或多个群体产生积极影响,特别是在您所在国家或地区范围内的弱势群体(即儿童,妇女,老年人,残疾人等)。 请解释该倡议如何解决特定国家或地区范围内治理,公共行政或公共服务方面的重大缺陷。(最多200字)
Between March 2004 and September 2018, CNAIM provided 4.599.749 services, centering their effort on a quality service. They constitute dynamic structures characterized by a great capacity to constantly adapt procedures, working and functioning methods to the needs of the migrants and to the changes of migration flows. The type and number of services have evolved in response to such needs or flows (especially with the arrival to Portugal of refugees). According to data from the Immigration and Borders Services, there were 421.711 foreign citizens living in Portugal in 2017, mainly in the districts of Lisbon, Faro, Setubal and Porto, which definitely confirms the need for the CNAIM in the three cities with the highest concentration of migrants. The integrated provision of services and support by staff with cultural and linguistic proximity with the migrants has constituted a major factor of integration, reducing the gap between public administration services and citizens and allowing a greater clarity of information which results in a reduction of unnecessary journeys to services.

题 5

a. 请说明在您所在国家或地区的情况下,该倡议的创新方式(最多100字)
- The integrated functioning of public services to meet specific needs of migrants; - Support provided by staff with specific academic training, most of whom are themselves migrants sustained by their own migratory experience and mastery of different languages. Currently and as a means to ensure equality of opportunities, these workers are incorporated in the ACM as public servants promoting the proximity of migrants to public services. - The provision of the Telephone Translation Service, which currently has a database of 60 translators (updated in accordance with migration flows) who perform translations in 56 different languages to overcome language barriers.
b. 请描述创新是原创的还是来自其他环境的改编(最多100字)
The CNAIM services’ integrated functioning model has been inspired from the operation mode of the Citizen Shops. However, the use of sociocultural mediators of different origins and nationalities to answer migrants’ demands, which resulted in the linguistic and cultural bridges to access public services; the cohabitation and joint work of services that formerly worked separately; the involvement and increased responsibility of different public entities, partners, migrant associations and NGOs to simplify access to public services and promote an efficient integration of migrant citizens, all constitute aspects of innovation in Portugal.

题 6

该计划是否已根据贵组织的知识采用并适应(例如其他城市,国家或地区)? 如果是,请解释(最多100字)
With regard to the transferability of the project, several countries have expressed their interest in the adoption of the One Stop Shop model. The experience has already been put into practice in countries such as the Czech Republic and Poland. Other countries have also imported the model, although with some adaptations to their reality and target audiences. The Handbook on how to implement a One Stop Shop was one of the main practical results of this Project: a new response to immigrant integration funded by the European Commission's INTI fund and coordinated by the High Commission for Migration.

题 7

a. 哪些资源(如财务,人力或其他资源)用来实施该计划? (最多100字)
The implementation of the centers was co-funded through European funding and funding of the Portuguese State. The allocation of human resources to the specialized offices coordinated by the ACM was funded by European funds through partnership contracts with immigrant associations. The resources allocated to the ministerial services have been made available by the respective ministries to carry out functions within the ACM.
b. 请描述该倡议是否以及如何可持续(涵盖社会,经济和环境方面)(最多200字)
The project sustainability involves the commitment and recognition on the part of the institutional stakeholders and civil society, who have always been involved in the continuity and further development of what has been accomplished. In this regard, partnerships established through collaboration protocols allow the allocation of specialized human resources - public servants and previous socio-cultural mediators - to attend migrants’ requests in the CNAIM services. This ensures access by migrant citizens to a set of free services in different intervention areas that aim to improve their quality of life and their integration, mainly through the reinforcement of the access to information and the promotion of the full exercise of their citizenship. With an initial investment of about 1,4 million euros mainly focused on human resources (recruitment and training) and material resources (facilities and equipment), the project’s implementation also entails annual management costs covered by the State. Despite the economic crisis, the country has been unwilling to de-invest in public services, and resort was made to complement the State funding effort by the Community Funds.

题 8

a. 是否通过内部或外部评估对该计划进行了正式评估?
Two external and independent evaluations of the CNAIM services had been conducted by the International Organization for Migrations, in 2006 and 2008, with a special focus on the quality, effectiveness and efficiency of services and from the perspective of all the stakeholders. In July 2018, a satisfaction survey was conducted by an external entity among the migrants who had used the CNAIM services between July 2015 and June 2018. The study evaluated the support, accompaniment and information provided to migrants who had resorted to the three CNAIM. There were 600 telephone surveys realized to this end, from a random choice.
b. 请描述使用的指标(最多100字)
The evaluation carried out in 2018 used 7 parameters to measure satisfaction with the support service in general, the accompaniment and the information provided, namely: - Support service in general; - Quality and clarity of the information provided; - Level of sympathy of face-to-face support service; - Accompaniment through the various stages; - Contribution of the CNAIM to the integration in the Portuguese society; - Quality of CNAIM services in response to the different situations; - Level of sympathy of the telephone support services.
c. 请描述评估结果(最多100字)
A level of satisfaction of 83.1% was obtained with respect to the work developed by the Centers, which demonstrates the high degree of confidence and satisfaction of migrants with the services provided. The review per indicator revealed the following satisfaction levels: Support service in general -85,50% Quality and clarity of the information provided-85,10% Level of sympathy of face-to-face support service-86,20% Accompaniment through the various stages-79,90% Contribution of the CNAIM to the integration in the Portuguese society -80,00% Quality of CNAIM services in response to the different situations-81,70% Level of sympathy of the phone support services-74,30%

题 9

“2030年可持续发展议程”强调合作,参与,协调,伙伴关系和包容性。 请说明利益 相关者参与设计,实施和评估计划的内容和方式。 还请突出他们的角色和贡献(最多200字)
The commitment of the Portuguese State in the designing and implementation of the CNAIM had been fundamental, mainly with regard to anticipating and reacting to the changes of the migratory flows and solving the problems related to these changes. ACM had been the major actor in the designing of the model, together with the main public institutions involved. Partnership protocols have thus been established with these institutions, and work methods, procedures and relevant expertise shared within the framework of the project. Migrants associations and NGOs working on migration issues have also been involved and contributed through reporting the main obstacles felt on the ground and proposing solutions, and dissemination of information. These institutions, involved in service management and sharing responsibility, made available sociocultural mediators, now public servants who attend to the needs of migrants within the CNAIM Support Offices. This guarantees cultural and linguistic proximity with migrants who use the Centers, and establishes an essential link between public administration and migrants. The work that is being done aims answering the needs of migrants who use the CNAIM. This is why the centers are committed to regular evaluation processes meant to permanently assess the adequacy and quality of the services offered.

题 10

请描述所学的主要经验教训,以及您对如何进一步改进计划的看法(最多100字)
Lessons learned lie mainly in the importance of networking, sustained by consistency and efficiency, direct involvement and articulation with the various stakeholders. Strategies for reducing barriers to integration and inequalities among citizens have thus been developed, along free and easy access to information, which resulted in the alienation of low skilled networks and interlocutors that often took advantage of the migrants’ vulnerability. The improvement of the services depends on the permanent assessment of migrants’ needs and privileged partners. It also depends on the continuous adaptation of the answers, the reinforcement of efficient and innovative communication channels between all institutional stakeholders.

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