In 2011, ICP-ANACOM continued to keep its website updated, and worked on the redesign and creation of thematic areas, often as a result of legislative and regulatory changes.
In particular, the website's Digital Television area was reworked, especially in terms of frequently asked questions, while the website's online services saw continual renewal, with provision of two new services to search training providers and ITED and ITUR courses and updated frequently asked questions.
Additionally, four interactive forms were made available for the permanent radio licensing fixed service.
ICP-ANACOM has maintained an account on the social network Twitter (ANACOM account on Twitterhttps://twitter.com/_ANACOM_) since 2009, and had 1,388 followers as on 31 December 2011. This platform supports the dissemination of information published on ICP-ANACOM's institutional and consumers’ websites, on a daily basis.
In terms of accessibility and usability, ICP-ANACOM makes use of a set of tools to provide faster and more efficient interaction with its website's users, and conducted a restyling of certain features, implementing new mechanisms which enhance the user experience, including:
- new search interface with more intuitive filters;
- redirect alerts - solution that helps users memorise and understand the sequence of clicks in the navigation process, seeking to resolve a common usability problem;
- user evaluation of the quality of information content - mechanisms seeking to obtain more information about the views of users on the content published by ICP-ANACOM on its website;
- redesign of the complaint form available as part of ICP-ANACOM's online services, making it easier and simpler to complete.
Meanwhile, through the "Virtual Assistant" that supports the "A ANACOM Responde" (ANACOM answers) brand, ICP-ANACOM tries to answer questions put by users on roaming, portability, DTT, message-based valued added services, and other issues. It also monitors the different questions and, where necessary, new questions and answers are developed on topics not covered in the knowledge base that serves the virtual assistant.
On 15 March 2011, ICP-ANACOM launched its Consumers' Website (Portal do Consumidorhttps://www.anacom-consumidor.pt/), marking Consumer Day; the website's objective is to improve the information that is provided to consumers, so that they are able to make better informed choices.
In June 2011, ICP-ANACOM launched COM.escolha - a new online tariff query and consumption simulation tool covering Internet, mobile phone, fixed telephone and TV services; Com.escolha is designed to help consumers choose the products and services best suited to their electronic communications needs. It is intended exclusively for individual and/or residential customers and allows consultation of tariffs/offers and the simulation of Internet, mobile telephone, fixed telephone and television consumption. In 2011, the contents of the Roaming Light website were updated to bring them into line with changes set out in the Roaming Regulation which entered into force on 1 July 2011. These changes were likewise reflected in the information provided through ANACOM's Consumers' Website and on ICP ANACOM's institutional website.
ICP-ANACOM continues to maintain mobile and text versions of its website (in Portuguese and in English).
In 2011, a new application to measure visitor statistics was implemented, with a total of 968,649 visits reported, resulting from 655,729 users. There were 3,956,591 views of informational and transactional content.
ICP-ANACOM continued to maintain its cooperation with the Portal do Cidadão (Citizen's Website) and Portal da Empresa (Company Gateway Website). These provide additional means of disseminating information and expand the universe of individuals and companies with access to this Authority. In late 2011, twenty-two files were submitted to the managers of these websites with regard to the services provided by ICP-ANACOM.
Finally, note is made of ICP-ANACOM's cooperation with AMA, the organizations which set up the Balcão do Empreendedor (Enterprise contact point) at the end of 2011, an electronic one-stop shop available through Portal da Empresa (Company Gateway Website) providing services related to the exercise of economic activities, as provided for under Decree-Law no. 92/2010 of 26 July and under the MoU, and as already mentioned in Section 10.1 of this report.
