Presentation from the OECD Roundtable on Equal Access to Justice, Latvia, 2018. For more information see: http://www.oecd.org/gov/equal-access-to-justice-oecd-expert-roundtable-latvia-2018.htm

1. The Portuguese Ministry of Justice Experience
The implications of technology on people-centric services and access – Riga, 2018-07-06
Carolina Berto

2. 1
2 3
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Technology has been part of the process to restore
Trust and enhance Confidence in Government and in
Justice
(from our experience)

3. 1
Diagnose, plan and start acting
Diagnose and define a coherent strategy, focused on results, tailored to
reach the different agents and audiences

4. Current status of initiatives – Action Plan for a closer Justice
Completed Undergoing Total
Online open data at dados.justica.gov.pt
Action plan for a closer, more
humane, innovative and
agile Justice
150 initiatives

5. 2
Communicate
Getting closer to the citizen, listening to it needs and
being sensitive to different contexts

6. + 200 ideas
submitted
10% accepted

7. 3
Improve continuously
Aim for efficiency, always

9. Automatic printing and finishing – just that?
+100.000 hours
Clerk’ hours saved yearly *
* Expected results considering the initial scope
What about the language and the layout of the notifications?
We changed it to become:
- Clearer for the recipient to understand the message
- Easier for the recipient to find the relevant information

10. Before

11. +90.000
simplified notifications already sent
+5.000
templates to be analyzed, filtered and simplified
After

12. 4
Become digital
Promote the digital
transformation but never
forget the digital divide

13. New digital platform


14. New online services
+24.700
Legal (or judicial) certificates
issued in a year
30% issued automatically
+8.000
Justice Cost simulator
+5.000
Online access to
reinforcement cases

15. One stop shop for land related procedures - BUPI
Lack of information about the land owners as
well as the limits of theses properties
Big Data to create
knowledge
Getting closer
Simplified Cadastral
Information System
Friendly tools
Electronic platform of relationship between
the owner and the Public Administration

16. Introduce change
Dare to be inconvenient
5

17. Service-design methodologies, with co-creation workshops

18. New working
places that
invite and
inspire

19. Prototyping for optimized Court front desks …

20. Court front desks from sketches to real life !

21. Measure and promote
transparency
Learn and start again
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22. Permanent analytics
with scorecards, kpi’s
goals and event setting

23. Título

24. “These ideas change Portugal”

25. Some results achieved so far… Confidence trend 2016 /2017
OECD: Government at a Glance 2017
• 25% less pendency from 2015 to 2018
• The lowest pendency in the last 10 years, for the
first time, below 1 million cases
• Resolution rate is above 120% and, in some
jurisdictions, is still over 170%

26. Technology by itself is not the real disrupter and the driver…
I would say that both the Internal “Client” and the Citizen are
the real engines that drive change, stimulate the technology
and make us keep improving and innovating on a daily basis.
Alberto Brea Executive Director, Engagement Planning at OgilvyOneWorldwide

27. Paldies. Thank you. Obrigada.
Carolina Berto
carolina.berto@mj.gov.pt
justica.gov.pt
twitter.com/justica_pt