Citizen Service in Public Administration: Ombudsman presents follow-up Report
The Ombudsperson has been monitoring the issue of citizen services in public services. Approximately a year and a half after the publication of the thematic report, and based on its 25 recommendations, the Ombudsperson’s Office has completed a Follow-up Report, published today, 14 October 2025.
It addresses the same broad areas analysed in 2023, namely information for citizens, waiting times, the use of digital service solutions and service for particularly vulnerable people, seeking to update information and assess the degree of adoption of the recommendations made in the previous report.
Two pieces of legislation relating to customer service approved in 2024 were also taken into account, the first of which makes explicit reference to the conclusions of the Ombudsperson’s Report — Council of Ministers Resolution No. 86/2024 of 9 July and Decree-Law No. 49/2024 of 8 August.
As this is a follow-up report, the entities covered remain the same: Agency for Technological Reform of the State (ARTE, formerly AMA), Authority for Working Conditions (ACT), Tax and Customs Authority (AT), Institute for Financial Management of Social Security (IGFSS), Institute of Registration and Notary Affairs (IRN) and Institute of Social Security (ISS).
Significant improvements have been observed, particularly in terms of digital centralisation through the gov.pt portal, which has helped to standardise practices across various services and facilitate access to information. Progress has also been made in the presentation and transparency of information on customer service on some digital channels, as well as in the adoption of new models of face-to-face service. Several projects have also been carried out to improve physical customer service spaces.
However, significant shortcomings remain. In many entities, in-person service without an appointment is not consistently guaranteed, situations of exclusively digital service remain, waiting times are excessive and poorly monitored, and priority service rules are applied unevenly. The report also points to insufficient human resources, a lack of adequate training for customer service roles, and poor conditions in various facilities as serious obstacles to the quality of the service provided.
Progress identified
- Digital centralisation through the gov.pt portal, which has allowed for greater standardisation of services and easier access to information;
- Improved presentation of information on customer service, with greater clarity and transparency in some digital channels;
- Adoption of new models of in-person service;
- Integration/reinforcement of technological solutions for citizen service;
- Carrying out works to improve physical service spaces.
Persistence of critical failures
- The alternative to digital service is not always guaranteed, which leads to situations where citizens’ rights vis-à-vis the Administration are disregarded;
- In-person service without an appointment is not consistently guaranteed;
- Excessive waiting times, with insufficient and uneven monitoring;
- Deficient and non-uniform practices in serving people with special vulnerabilities, with consequences in limiting universal access to public services;
- Lack of adequate human resources and absence of specific training for customer service functions.
The full report can be read here [in Portuguese only].
