Brazil, is home to 20 million people and several centuries of tradition. You
might expect that its conservative culture, steeped in history, would result in
a general resistance to change. But Minas Gerais embraces a progressive mindset
to drive government transformation in Brazil.
The key is a
well-defined governance model that uses KPIs (key performance indicators) and
modern IT management tools as the basis for decision-making. This allows
authorities, government officials, and public sector workers in Minas Gerais to
change not only how government works but also how citizens experience service
delivery. The state is viewed as responsive, innovative—the opposite of a
slow-moving government where services move at a snail’s pace.
transformation process—nicknamed Choque
de Gestão (Shock Management)—has been so successful that it’s being studied
by scholars and academics to further the science of public management.
Keeping personal service personal
had the opportunity to observe how Microsoft technology is contributing to the
changes in Minas Gerais. As it happens in every country, citizens need to
interact with government offices to request services, get permits, and pay
taxes. Many interactions can be accomplished online, but government offices
still play a vital, ongoing role in delivering services to citizens.
Brazil’s second most-populous state, Minas Gerais has 20 million reasons to
fine-tune its in-person services, so it deployed several UAIs—Unidade de Atendimento Integrado (Integrated
Attention Units). Twenty-eight UAIs are now open across the state, providing
citizens with a one-stop shop for government services. The one-stop concept proved so convenient
that demand for the UAIs has skyrocketed. From 2009 to 2013, the number of visits
grew from nearly 900 thousand to 6.2 million per year.
demand required that Minas Gerais understand utilization statistics so it could
optimize operations and planning, as well as ensure citizen satisfaction with
the services being delivered. A ticketing system was introduced, giving each
citizen a number when they arrive at an office, and an IT system monitors UAI
performance in real time. Citizen satisfaction surveys complete the picture.
Rapid response team keeps services flowing
situation room built for the purpose, state officials use a Windows 8 video wall
application to monitor real-time KPIs. The video wall also provides live feeds
from hundreds of cameras showing traffic in the offices. Any unexpected change
in wait times, traffic volume, or citizen behaviors in the UAIs can be spotted
and addressed immediately.
officials can get real-time data whether they’re in the situation room or on
the go. Mobile and smart devices allow them to check KPIs, see images, and spot
trends or issues from nearly anywhere.
conversations with Fernanda Girão and Andrey Morais Labanca (pictured at top),
members of the Minas Gerais Secretary of Planning Office, I learned that
Microsoft products such Hyper-V 2008, SQL Server 2012,
SharePoint 2010 and Windows
8 allowed great improvements in the way KPIs are managed. Strategic
information from legacy systems can now be easily obtained, allowing Minas
Gerais to better manage service delivery so it’s fast, convenient, and pleasant
for citizens. That’s the kind of shock value every government agency can use.
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