Participates in High-Level Public Service Meeting
Lisbon, May 22, 2025 — Crown Segment Consulting Uni LDA was honoured to participate in a high-level public debate on Portugal’s future of public service. The event, titled “Meeting on Service in Public Administration – Challenges and Opportunities,” was hosted by the Lisbon City Council at the prestigious Paços do Concelho. Representing the Crown Segment was its esteemed Director, Mr. D.S. Saini, who engaged in critical discussions on improving public service, especially in the context of immigrant integration.
This round table brought together top officials, thought leaders, and institutional representatives to explore systemic challenges and practical reforms needed in Portugal’s public administration system. The focus was clear: making services more accessible, responsive, and inclusive for all residents, including the growing immigrant population.
Themes Discussed
Mr. Saini’s participation centred on identifying and offering solutions to some of the most pressing issues immigrants face when interacting with public services. His intervention focused on three core barriers:
Need for Practical Coordination – Mr. Saini advocated for a unified service approach involving governmental bodies such as AIMA, Segurança Social, and SEF, to avoid repetitive documentation requests and improve the immigrant experience.
Multilingual Service Gaps – Many public service platforms still lack multilingual support, leaving non-Portuguese speakers confused and excluded from vital services.
Administrative Complexity & Delays – The processing of residence permits, tax numbers, and other bureaucratic necessities often suffers delays and unclear procedures, impacting thousands of legal immigrant residents.
Participation in the First Round Table: “The Panorama of Customer Service in Public Services
The first round table session, “The Panorama of Customer Service in Public Services,” was moderated by Filomena Gonçalo, Director at Instituto da Segurança Social (ISS). Mr. Saini joined an impressive panel of speakers, including:
- Pedro Portugal Gaspar, President of AIMA (Agência para a Imigração e Mobilidade), addressed the dual challenge of language limitations and overwhelming demand in immigration services.
- Tânia Gaspar, a professor and academic expert, stressed the significance of promoting healthy work environments within public institutions.
- Sónia Esperto, President of INR (Instituto Nacional para a Reabilitação), presented her vision on delivering truly inclusive services, especially for citizens with disabilities.
- Sandra Godinho, Director at Lisbon City Council, focused on humanising public services and making them more citizen-centric.
Mr. Saini expressed his appreciation for the valuable insights shared during the session. He also raised key questions about implementing digital and multilingual tools in real time to improve service accessibility.
Discussion with AIMA President
Following the round table, Mr. Saini had a productive exchange with Pedro Portugal Gaspar, President of AIMA, on the ongoing challenges in the residence permit process that affect tens of thousands of immigrants across Portugal. He emphasised the importance of:
- Clear communication about appointment procedures
- Fast-tracking pending processes for long-term contributors and workers
- Better support for those with family reunification needs
Mr. Saini shared actionable feedback gathered from Crown Segment’s clients and training program participants, reaffirming the role of immigrant-serving institutions in supporting governmental reforms.
Looking Forward
Crown Segment Consulting Uni LDA is grateful to the Lisbon Municipal Council for organising such a timely and impactful event. Events like these are critical in fostering collaboration between public authorities and civil society actors. As a company deeply invested in the empowerment and integration of immigrants in Portugal, Crown Segment remains committed to contributing constructively to ongoing national discussions on improving service access, reducing bureaucracy, and embracing diversity in public administration.
