The evolution of SNS 24 was the chosen theme by the Chairman of the Board of Directors of SPMS, Luís Goes Pinheiro, for presentation at the webinar series on the reform of Public Administration. The edition dedicated to the theme “Processes that create public value: redesign, simplify and deliver” took place on Wednesday, October 28.
Promoted by the National Institute of Administration (INA), the webinar focused on process simplification, transformation of public services, and value creation for citizens. Luís Goes Pinheiro highlighted the journey of SNS 24, emphasizing its role in modernizing access and proximity of health services to users.
SNS 24 has transformed from a telephone helpline into an omnichannel platform for accessing the National Health Service and continues to grow. In 2019, it registered approximately 1.5 million calls, and this year it has already surpassed 5.9 million, with projections to exceed 7 million by 2026. Today, it integrates a wide range of services through various citizen contact channels.
In mental health, it offers the Psychological Counseling Line, which has supported over half a million people, and the National Suicide Prevention Line – 1411, which has attended nearly 30,000 citizens. SNS 24 has already scheduled around 2 million appointments in primary healthcare, and the SNS 24 Desks, the in-person service, are expected to reach 500 locations this year.
Another example of value creation is teleconsultations, with approximately 158,000 conducted since late 2024. Artificial Intelligence (AI) was identified as an area with significant transformation potential, with over 172,000 clinical triages performed in 2026 with AI support. The SNS 24 App has recorded over 14 million downloads, and the SNS 24 Portal receives about 5 million accesses annually.
Moderated by Ana Neves, Director-General of Knowman, the session included participation from Abel Carreira, board member of INA, César Pestana, President of ESPAP, and Filipa Lemos Caldas, Director-General of Justice Administration.
