The new space aims to function as an entry point for the institution's various services and responses, bringing Santa Casa closer to citizens and making service more simple, accessible, and efficient. Under the motto “All services at the service of all,” this model seeks to facilitate contact, allowing citizens to find information, guidance, and referrals to the Santa Casa's different areas of intervention in a single location.
At the inauguration ceremony, the Provedor of Santa Casa, Paulo Sousa, highlighted the project's importance in the institution's modernization process. "More than a new service location, it is a new integrated model of service and relationship between Santa Casa and citizens," he stated. The Provedor emphasized that the goal is to simplify access to services, following a 'one stop shop' logic, where each person receives appropriate guidance without needing to know the institution's structure.
The project integrates the human component with technological solutions, featuring in-person service provided by specialized professionals, supported by digital tools, the SIGA system, a knowledge base for the artificial intelligence assistant Leonor, a videoconferencing system, four tablets, and real-time translation functionalities. The model also includes indicators for activity monitoring and user satisfaction.
The intervention has led to the recovery of a building that had been unused for over 22 years, preserving and enhancing existing heritage. Rehabilitation work will continue throughout 2027, with the opening of the remaining floors planned for the summer of next year. The Minister of Labour, Solidarity, and Social Security, Maria do Rosário Palma Ramalho, present at the inauguration, highlighted the institution's transformation journey and the importance of ensuring the necessary conditions to fulfill its mission, comparing the model to a "Santa Casa citizen shop".
The ceremony also included the presence of the Vice-Provedora, Rita Prates, members of the Santa Casa Board, and representatives from the Junta de Freguesia das Avenidas Novas and the Lisbon City Council. The Espaço Santa Casa is part of a broader strategy of modernization and transformation for the institution.
