22 Million Euro Investment for Expanding In-Person Services

Last week, during a regimental hearing at the Commission for Public Administration, Land Planning and Local Power in Parliament, the Secretary of State for Digitization and Administrative Modernization, Mário Campolargo, emphasized that the digitization of public administration does not overshadow the importance of investing in in-person assistance.

The Secretary of State emphasized that although Simplex offers all public services digitally, in-person assistance would still be available for "more complex cases" and to address "digital illiteracy". 

Mário Campolargo also disclosed that the Recovery and Resilience Plan would finance the opening of 321 additional customer service responses by 2026, amounting to a 22 million euro investment. He also indicated that 8 Citizens' Stores (Lojas do Cidadão) and 67 Citizen Spaces (Espaço do Cidadão) would be established by 2023.

The purpose of this expansion, as articulated by the Secretary of State for Digitization and Administrative Modernization, is to establish a standardized and consistent citizen service model that follows the same principles, regardless of whether it is offered in-person at a shop or citizen space, or through the unified service portal accessed by a computer, a single app, or by telephone or videoconference.

It is worth recalling that the Lojas do Cidadão, which are present throughout the country, provide facilities for a diverse range of public and private entities. In some Portuguese cities, the SEF – The Immigration and Border Service has its offices located within the Loja do Cidadão, including Braga, Coimbra, and Aveiro, among others.