Minas Gerais,Brazil, is home to 20 million people and several centuries of tradition. Youmight expect that its conservative culture, steeped in history, would result ina general resistance to change. But Minas Gerais embraces a progressive mindsetto drive government transformation in Brazil.
The key is awell-defined governance model that uses KPIs (key performance indicators) andmodern IT management tools as the basis for decision-making. This allowsauthorities, government officials, and public sector workers in Minas Gerais tochange not only how government works but also how citizens experience servicedelivery. The state is viewed as responsive, innovative—the opposite of aslow-moving government where services move at a snail’s pace.
Thetransformation process—nicknamed Choquede Gestão (Shock Management)—has been so successful that it’s being studiedby scholars and academics to further the science of public management.
Keeping personal service personal
I recentlyhad the opportunity to observe how Microsoft technology is contributing to thechanges in Minas Gerais. As it happens in every country, citizens need tointeract with government offices to request services, get permits, and paytaxes. Many interactions can be accomplished online, but government officesstill play a vital, ongoing role in delivering services to citizens.
AsBrazil’s second most-populous state, Minas Gerais has 20 million reasons tofine-tune its in-person services, so it deployed several UAIs—Unidade de Atendimento Integrado (IntegratedAttention Units). Twenty-eight UAIs are now open across the state, providingcitizens with a one-stop shop for government services. The one-stop concept proved so convenientthat demand for the UAIs has skyrocketed. From 2009 to 2013, the number of visitsgrew from nearly 900 thousand to 6.2 million per year.
This highdemand required that Minas Gerais understand utilization statistics so it couldoptimize operations and planning, as well as ensure citizen satisfaction withthe services being delivered. A ticketing system was introduced, giving eachcitizen a number when they arrive at an office, and an IT system monitors UAIperformance in real time. Citizen satisfaction surveys complete the picture.
Rapid response team keeps services flowing
In asituation room built for the purpose, state officials use a Windows 8 video wallapplication to monitor real-time KPIs. The video wall also provides live feedsfrom hundreds of cameras showing traffic in the offices. Any unexpected changein wait times, traffic volume, or citizen behaviors in the UAIs can be spottedand addressed immediately.
Governmentofficials can get real-time data whether they’re in the situation room or onthe go. Mobile and smart devices allow them to check KPIs, see images, and spottrends or issues from nearly anywhere.
Inconversations with Fernanda Girão and Andrey Morais Labanca (pictured at top),members of the Minas Gerais Secretary of Planning Office, I learned thatMicrosoft products such Hyper-V 2008, SQL Server 2012,SharePoint 2010 and Windows8 allowed great improvements in the way KPIs are managed. Strategicinformation from legacy systems can now be easily obtained, allowing MinasGerais to better manage service delivery so it’s fast, convenient, and pleasantfor citizens. That’s the kind of shock value every government agency can use.
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