E-government: Belgian succesfull experiences Frank Robben General manager Crossroads Bank for Social...

E-government:Belgian succesfull experiences

Frank RobbenGeneral manager Crossroads Bank for Social SecurityStrategic advisor Federal Public Service for ICTSint-Pieterssteenweg 375B-1040 BrusselsE-mail: [email protected]: http://www.law.kuleuven.ac.be/icri/frobben

Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)

mailto:[email protected]

http://www.law.kuleuven.ac.be/icri/frobben

2 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)

January 2003

Web-based survey on electronic public services ordered by the European Commission – DG Information Society (p. 43):

The website of the social security administration in Belgium (www.socialsecurity.be) is a good example of the combination of back-office integration and an e-portal solution. This site is a front-office result of a long-term effort that the Belgian government made last years linking different databases. The site is a unique window for social security in Belgium

See http://europa.eu.int/information_society/eeurope/benchmarking/ list/source_data_pdf/2nd_measurement_final_report.pdf (p. 11)

http://www.socialsecurity.be/




http://europa.eu.int/information_society/eeurope/benchmarking/list/source_data_pdf/2nd_measurement_final_report.pdf





What is E-government ?

E-government is a continuous optimization of service delivery and governance by transforming internal and external relationships through technology, internet and new media

external relationships- government <-> citizen

- government <-> business internal relationships

- government <-> government

- government <-> employees all relationships

- are bidirectional

- can be within a country or border-crossing


Government

not monolithic- EU- in every country

• federal level• regions• communities• provinces• municipalities• parapublic institutions• private instutions participating in delivery of public services• …

integrated E-government is based upon common strategy, multilateral agreements and interoperability

E-government contains the opportunity to realize one virtual electronic government with full respect for every specific competence


Advantages

efficiency gains- in terms of costs: same services at lower total costs, e.g.

• unique information collection using co-ordinated notions and administrative instructions

• less re-encoding of information by electronic information exchange

• less contacts

• functional task sharing concerning information management, information validation and application development (distributed information systems)

- in terms of quantity: more services at same total cost, e.g.• all services are available at any time, from anywhere and from any device

• integrated service delivery

- in terms of speed: same services at same total cost in less time• reduction of waiting and travel time

• direct interaction with competent governmental institution

• real time feedback for the user


Advantages (ctd)

effectiveness gains- in terms of quality: same services at same total cost in same

time, but to a higher quality standard, e.g.• more corrected service delivery• personalized and participative service delivery• more transparant and comprehensive service delivery• more secure service delivery• possibility of quality control on service delivery process by customer

- in terms of type of services: new types of services, e.g.• push system: automatic granting of or information about services• active search of non-take-up using datawarehousing techniques• controlled management of own personal information• personalized simulation environments


E-government: a structural reform process

ICT is only a means by which a result may be obtained

E-government requires- considering information as a strategic resource for all

government activity- change of basic mindset: from government centric to

customer centric- re-engineering of processes within each government

institution, each government level and across government levels

- clear definition of mission and core tasks of every governmental institution


E-government: a structural reform process (ctd)

E-government requires (ctd)- co-operation between governmental institutions: one virtual

electronic government, with respect for mission and core tasks of each governmental institution and government level

- co-operation between government and private sector- adequate legal environment elaborated at the correct level- interoperability framework: ICT, security, unique identification

keys, harmonized concepts- implementation with a decentralized approach, but with co-

ordinated planning and program management (think global, act local)

- adequate measures to prevent a digital divide


Information as resource: implications

information modelling- information is being modelled in such a way that the model

fits in as close as possible with the real world• definition of information elements• definition of attributes of information elements• definition of relations between information elements

- information modelling takes into account as much as possible the expectable use cases of the information

- the information model can be flexibly extended or adapted when the real world or the use cases of the information change


Information as resource: implications (ctd)

unique collection and re-use of information- information is only collected for well-defined purposes and in

a proportional way to these purposes- all information is collected once, as close to the authentic

source as possible- information is collected via a supplier-chosen channel, but

preferably in an electronic way, using uniform basic services (single sign on, arrival receipt of a file, notification for each message, …)

- information is collected according to the information model and on the base of uniform administrative instructions



unique collection and re-use of information (ctd)- with the possibility of quality control by the supplier before the

transmission of the information- the collected information is validated once according to an

established task sharing, by the most entitled institution or by the institution which has the greatest interest in a correct validation

- and then shared and re-used by authorized users



management of information- information in all forms (e.g. voice, print, electronic or image)

is managed efficiently through its life cycle- a functional task sharing is established indicating which

institution stores which information in an authentic way, manages the information and keeps it at the disposal of the authorized users

- information is stored according to the information model- information can be flexibly assembled according to ever

changing legal notions- all information is subject to the application of agreed

measures to ensure integrity and consistency



management of information (ctd)- every institution has to report probable improprieties of

information to the institution that is designated to validate the information

- every institution that has to validate information according to the agreed task sharing, has to examine the reported probable improprieties, to correct them when necessary and to communicate the correct information to every known interested institution

- information will be retained and managed as long as there exists a business need, a legislative or policy requirement, or, preferably anonimized or encoded, when it has historical or archival importance


electronic exchange of information- once collected and validated, information is stored, managed

and exchanged electronically to avoid transcribing and re-entering it manually

- electronic information exchange can be initiated by• the institution that disposes of information• the institution that needs information• the institution that manages the interoperability framework

- electronic information exchanges take place on the base of a functional and technical interoperabilty framework that evolves permanently but gradually according to open market standards, and is independent from the methods of information exchange




electronic exchange of information (ctd)- available information is used for the automatic granting of

benefits, for prefilling when collecting information and for information delivery to the concerned persons



protection of information- security, integrity and confidentiality of government

information will be ensured by integrating ICT measures with structural, organizational, physical, personnel screening and other security measures according to agreed policies

- personal information is only used for purposes compatible with the purposes of the collection of the information

- personal information is only accessible to authorized institutions and users according to business needs, legislative or policy requirement

- the access authorisation to personal information is granted by an independent institution, after having checked whether the access conditions are met

- the access authorizations are public



protection of information (ctd)- every concrete electronic exchange of personal information

is preventively checked on compliance with the existing access authorisations by an independent institution managing the interoperability framework

- every concrete electronic exchange of personal information is logged, to be able to trace possible abuse afterwards

- every time information is used to take a decision, the used information is communicated to the concerned person together with the decision

- every person has right to access and correct his own personal data


Customer centric

unique declaration of every event during the life cycle/business episode of a customer and automatic granting of all related services, e.g.


Customer centric (ctd)

delivery of services that cannot be granted automatically to a customer- in an integrated way

• information• interaction• transaction

- re-using all available information• harmonized concepts• back-office integration• prefilled information



delivery of services that cannot be granted automatically to a customer (ctd)- in a personalized way

• look & feel and interface• content

– only relevant information and transactions• personalized support

– contextual help– own language– adapted vocabulary– on-line simulations

- or at least based on the way of thinking of the customer group• life events (birth, marriage, etc.) or business episodes (starting a company,

recruiting personnel, etc.)• life styles (sport, culture, etc.)• life status (unemployed, retired, etc.) or business sectors• specific target groups



declaration of events and service delivery via an access method chosen by the customer- various end-user devices

• PC, GSM, PDA, digital TV, kiosks, …

- file transfer- use of intermediaries- accessible to disabled

use of integrated customer relation management tools service delivery in principle free of charge


Integration is the key

lack of integration leads to- overloading of the citizens/companies

• multiple collection of the same information by several governmental institutions

• no re-use of available information• avoidable contacts with citizens/companies due to multiple, unco-

ordinated quality checks

- waste of efficiency and time within the governmental institutions

- suboptimal support of the policy made by government- higher possibilities of fraud


Co-operation between government levels

in Belgium, a co-operation agreement has been signed between federal government, regions and communities- coordinated offer of e-services to citizens/companies- guarantee that a citizen/company can use the same tools

• terminal• software• electronic signature

- guarantee of a unique data collection from the citizen/company

- with respect for the partition of competences between government levels


Co-operation agreement between government levels

co-ordinated, customer oriented service delivery agreements have to be made on common standards mutual tuning of portals, middleware, websites and

back offices use of common identification keys and electronic

signature mutual tuning of business processes when necessary gradual mutual task-sharing on data storage in

authentic form common policy on SLA’s and security


Co-operation government and private sector

private companies as service providers (sharing of investments), e.g.- network and security management- co-sourcing in BPR and development/maintenance/housing

of ICT building blocks, e.g.• certification authorities• portals

private companies as partners- integrated work flow with their own information systems, e.g.

• e-procurement• tax declaration• social security declarations


Changes of the legal environment

organization of integrated data management and electronic service delivery: legal base for Royal Decree exists- functional task sharing on information management- obligation to respect unique data collection from the

customer- obligation to exchange information in an electronic way- permission or obligation to use unique identification keys

harmonization of basic concepts


Changes of legal environment (ctd)

ICT-law- data protection- public access to information- electronic signature- probative value

no overregulation- only basic principles- technology-neutral, but not technology unaware


Interoperability framework

goal: to guarantee the ability of government organizations and customers to share information and integrate information and business processes by use of- interoperable ICT- common security framework- common identification keys/sets for every entity- harmonized concepts and data modelling


ICT interoperability

examples on- www.govtalk.gov.uk and www.e-government.govt.nz (recent

frameworks based on actual open ICT standards, to be implemented)

- www.ksz.fgov.be (framework started in 1991 and implemented between 2.000 Belgian social security institutions, with unique gateway to foreign social security institutions within the EU, and continuously adapted to evolving and proven ICT standards with backwards compatibility)

tendency to use of open ICT standards but ICT is so dynamic and fast changing that ICT standards are

in an almost constant state of evolution huge need to agreements on how to ensure functional

interoperability, far beyond technical interoperability

http://www.govtalk.gov.uk/

http://www.govtalk.gov.uk/

http://www.e-government.govt.nz/

http://www.ksz.fgov.be/



Functional ICT interoperability

standardized codification (e.g. institutions, return codes, …) standardized use of objects and attributes standardized layout of header of messages, independent from

information exchange format (EDI, XML, …) and type of information exchange

version management backwards compatibility SLA’s on availibility and performance of services access autorisation management anonimization rules acceptation and production environments priority management …


Common security framework

issues- confidentiality- integrity- availability- authentication- autorisation- non-repudiation- audit


Common security framework (ctd)

specific points of interest- risk awareness based on risk analysis- security policies - structural and organisational aspects- encryption standards- interoperability of

• PKI• electronic certificates

– procedures (registration authority, certification authority)– difference between identification certificates and attribute

certificates– attributes, optional fields

• revocation lists• directories

- application security


Common identification keys

at least common identification keys and identification sets for every entity- person- company- patch of ground

between nations- unique schemes- conversion tables

regulation of interconnection of information based on unique identification keys


Common identification keys (ctd)

characterictics- unicity

• one entity – one identification key• same identification key is not assigned to several entities

- exhaustivity• every entity to be identified has an identification key

- stability through time• identification key doesn’t contain variable characterics of the identified

entity• identification key doesn’t contain references to the identification key or

characteristics of other entities• identification key doesn’t change when a quality or characteristic of the

identified entity changes


Harmonized concepts and data model

standard elements- with well defined characteristics

- used within all services OO-oriented, e.g. inheritance in a multilingual environment version management in an ever changing environment define once, use many (different presentations) workflow for validation of standard elements and characteristics multi criteria search

- by element

- by scheme

- by version

- …


OO-oriented – inheritance


Version management


Validation workflow


Define once, publish many


Multi criteria search


A methodology to harmonize concepts

inventory of all documents (frequently) used for information collection

inventory of collected information classification of collected information using a

clustering methodology decomposition of collected information into “real life”

classes with description of the asked attributes analysis of goals: what is every “real life” classes used

for ? setting up of simplification propositions (e.g.

senseless different treatment of same “real life” object)


A methodology to harmonize concepts (ctd)

based on the simplification propositions, framing out of an OO information model for information to be collected

design of XML-schema’s for the collecting of the information, corresponding to the OO information model

legislative adaptations in order to introduce the uniform definitions of the information classes

procedures in order to guarantee the consistency of the OO information model in an ever changing legal environment


Some interesting Belgian projects

social security sector network of service integrators integration of portal sites electronic identity card


Belgian social security sector

principles have been implemented under co-ordination of the Crossroads Bank for Social Security, in co-operation with 2.000 public and private social security institutions

functional and technical interoperability framework is functioning- between these institutions- between these institutions and all employers

every socially insured person has a unique identification key throughout the whole social security sector and an electronically readable social identity card containing this identification key


Interoperability within social security

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Crossroads Bankfor

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FEDICT&

NationalRegister

sickness fundsnetwork


Reference directory

serves as a base for organization of information flows structure

- directory of persons: what persons in what capacities have personal files in what social security institutions for what periods

- data availability table: what data are available in what social security institutions for what types of files

- access authorization table: what data may be transmitted to what institutions for what types of files

functions- routing of information- preventive access control- automatic communication of changes to information


Information security

institutional measures organizational and technical measures based on ISO

17799 legal measures


Institutional measures

no central data storage independent Control Committee preventive control on legitimacy of data exchange by

Crossroads Bank according to authorizations of the independent Control Committee

information security department in each social security institution

specialized information security service providers working party on information security


Independent Control Committee

assigned by Parliament competences

- supervision of information security- authorizing the data exchange- complaint handling- information security recommendations- extensive investigating powers- annual activity report


Information security department

in each social security institution composition

- information security officer- one or more assistants

control on independence and permanent education of the information security officers is performed by the Control Committee

the Control Committee can allow to commit the task of the information security department to a recognized specialized information security service provider


Information security department: tasks

information security department - recommends

- promotes

- documents

- controls

- reports directly to the general management

- formulates the blueprint of the security plan

- elaborates the annual security report

general management- takes the decision

- is finally responsible

- gives motivated feedback

- approves the security plan

- supplies the resources


Contents of the security report

general overview of the security situation overview of the activities

- recommendations and their effects- control- campaigns in order to promote information security

overview of the external recommendations and their effects

overview of the received trainings


Specialized information security service providers

to be recognized by the Government recognition conditions

- non-profit association- having information security in social security as the one and

only activity- respecting the tariff principles determined by the Government

control on independence is performed by the Control Committee


Specialized information security service providers

tasks- keeping information security specialists at the disposal of the

associated institutions- recommending- organizing information security trainings- supporting campaigns promoting information security- external auditing on request of the institution or the Control

Committee

each institution can only associate with one specialised information security service provider


Working party on information security

composition- information security officers of all institutions

task- coordination- communication- proposal of minimal security conditions- check list- recommendations to the Control Committee


Organizational & technical measures

security policies classification of information security requirements towards the personnel physical protection management of communication and service processes processing of personal data logical access control development and maintenance of systems continuity management internal and external control communication to the public of the policy concerning security

and the protection of privacy


Legal measures

obligations of the controller- principles relating to data quality- criteria for making data processing legitimate- specific rules for processing of sensitive data- information to be given to the data subject- confidentiality and security of processing- notification of the processing of personal data

rights of the data subject- right of information- right of access- right of rectification, erasure or blocking- right of a judicial remedy

penalties


Information servers

information servers- directory of persons of the Crossroads Bank- National Register- Crossroads Bank Registers- work force register- wages and working time database (LATG) of the ONSS- employers directory (WGR) of the ONSS- database of contribution certificates- SIS-card and professional card registers

services offered- interactive consultation- batch consultation- automatic communication of updates


National Register - CBSS Registers - past situation

National Register

Municipalities


National Register - CBSS Registers –present situation

National Register

Municipalities


Preprocessed messages

preprocessed messages- beginning/end of labour contract, beginning/end of self-employed activity- contribution certificates medical care (employees, self-employed, beneficiaries

of social security allowances)- unemployment benefits – career break- allowances for incapacity for work (health care, accidents at work, occupational

disease)- young unemployed- allowances to the handicapped- guaranteed income – social support- people suffering from long-term illness- social exemption- fiscal exemption- derived rights (e.g. tax reduction/exemption, free public transport, ...)- special contribution for social security- solidarity contribution on old age pensions- migrant workers- …


Preprocessed messages

services offered:- batch consultation- automatic communication of messages


ONSS INAMI

Employer

Employees

Sickness funds

Control

Contribution certificate health care sector –past situation


INAMI

Control

KSZ-BCSS

ONSS

Employer

Employees

Sickness funds

Contribution certificate health care sector - present situation


Derived rights in tax affairs

a number of people are entitled to an increased refund of the costs for medical care

moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes


Sickness fund

Derived rights in tax affairs - past situation


CBSS

sickness fundsnetwork

Derived rights in tax affairs - present situation


242.476.481of exchanged

messages in 2002

1 10 100 1000 10000 100000 1000000 10000000 100000000

Database on wages and working time 63.566.469 Database on wages and working time 63.566.469National Register / Crossroads Bank Register 59.242.296National Register / Crossroads Bank Register 59.242.296

Number of exchanged messages

DIMONA (immediate declaration of employment) 45.947.874DIMONA (immediate declaration of employment) 45.947.874Contribution certificates 13.655.104Contribution certificates 13.655.104Fiscal exemption 10.949.492 Fiscal exemption 10.949.492 Increase Reference Directory 8.183.178Increase Reference Directory 8.183.178Special contribution 7.091.010Special contribution 7.091.010Unemployed persons / persons in career break 6.059.158Unemployed persons / persons in career break 6.059.158Tax reduction / exemption 5.532.952Tax reduction / exemption 5.532.952OASIS 5.441.466OASIS 5.441.466Social exemption 3.875.656Social exemption 3.875.656Nominal control cards 3.396.698 Nominal control cards 3.396.698 Incapacity for work 2.623.667Incapacity for work 2.623.667Deductions on pensions 2.260.265Deductions on pensions 2.260.265Preventive breast screening 1.170.195Preventive breast screening 1.170.195Consultation directory of persons 1.063.683Consultation directory of persons 1.063.683SIS / SAM cards 880.357SIS / SAM cards 880.357Young unemployed 355.312Young unemployed 355.312Automatical pension application 262.172Automatical pension application 262.172Long-term illness 215.624Long-term illness 215.624Flemish care insurance 174.918Flemish care insurance 174.918Self-employed 164.267Self-employed 164.267Public transport pass 113.494Public transport pass 113.494Guaranteed income 77.049Guaranteed income 77.049Migrant workers 55.739Migrant workers 55.739VMM 45.072VMM 45.072Handicapped 37.314Handicapped 37.314Certificates Dioxin 5.048Certificates Dioxin 5.048


Some figures

14,9 million different persons known in person directory

on an average, every person is known in 5,61 sectors response time on-line messages:

question CBSS question

answer answer94,1 % in < 1 sec99,6 % in < 2 sec

99,3 % in < 4 sec


1234567890

Social security card

nameChristian namedate of birthsexsocial security numberperiod of validity of the cardcard number

sickness fundsickness fund registration numberinsurance periodinsurance statussocial exemption status

other data to be added in the future, if useful

key 1

key 2


Social security card - example 1

Social identity card

Decryption card

CBSS

in chemistries

and hospitals

Sickness fund 3

Sickness fund 1

Sickness fund 2CIN


Social security card - example 2

ONSS

EMPLOYER

CBSS


Interoperability outside social security

Backbone

Internet

FW

R

R

FW

FedMAN

R

R

R

R

FW

R

R

FW

Access servers

Internetservices

RR

FW

R

R

R

FW

R

R

FW

Crossroads bank for social

security

FW

R

R

Other extranets

Publilink


Social security portal


Integrated service delivery

common basic services (e.g. single sign on, notification

information several categories of transactions

- transactions at the beginning or the end of employment (DIMONA)

- quarterly declaration of wages and working time- transactions when a social risk occurs- transactions in order to manage information about yourself- transactions in order to control the quality of the service

delivery process- ...


Integrated service delivery (ctd)

harmonized concepts harmonized data model and XML-schemes self-service and personalization customer relation management contact center


Work forceregister

Data-base

Specialwork force

register

Indivudualdocument

Studentscontract

Inspection

Employmentcontract

SimplificationSimplification

OnOn linelineconsultaticonsultationon

ONSS

Work forceregister

Transactions at beginning/end of employment


Immediate declaration of employment

can only be done electronically via- social security portal- FTP/MQSeries- interbanking network- vocal server

24/7 offers the employer a key to on-line consultation and

correction- of the database on employment- by using a electronic certificate, of the database concerning

wages and working time and other derived databases- concerning his employees and the period of employment


Quarterly declaration wages & working time

ONSS

ONP

ONVA

Employer

old age pension

holiday payCBSS

ONEM

INAMI

ONAFTS

FAT

FMP

SimplificationSimplificationActiviteit 3

Activiteit 2Activiteit 1

one electronicdeclaration


Quarterly declaration wages & working time

can only be done electronically via- social security portal- FTP/MQSeries- interbanking network

24/7 can, by using an electronic certificate

- be consulted and corrected on-line by the employer- concerning his employees and the period of employment


Electronical declaration of social risks

past situation: multiple collection of information by using various, complex, not co-ordinated paper forms


Electronical declaration of social risks

actual situation- limitation of the collected information to the information not

yet available at other public services (abolition or at least significant simplification of forms)

- unique collection of information from the employer- in a standardized way across all social security institutions- can be done on paper or electronically (24/7) via

• social security portal• FTP/MQSeries• interbanking network

- uniform instructions


Time frame

operational- DIMONA and on-line consultation of work force register- declaration of temporary employment of foreign employees in

Belgium- electronical declaration of temporary unemployment- electronical declaration of building yards- on-line consultation of overdue payments of social security

contributions by an employer- electronical declaration of beginning of part-time job- electronical declaration of accident at work- documentation, instructions, test cases and XML-schemes

concerning transactions that will be available during the next 2 years


Time frame

april 2003- multifunctional declaration of wages and working time data

end 2003- electronical application for temporary removal from work of a

pregnant employee

- electronical declaration of resumption of work after an accident at work

- electronical application for allowances in case of incapacity of work

- electronical declaration of resumption of work after a period of incapacity of work

end 2004- electronical application for unemployment benefits

- electronical application in case of pre-pension scheme (early retirement)


Towards a network of service integrators

InternetInternet

Extranetregion or

community

Extranetregion or

community

Extranetsocial

security

Extranetsocial

security

Servicesrepository

SSI

SSI

SSI

FPS

FPS

Servicesrepository

FedMAN

FPS

R/CPS

R/CPS

Servicesrepository

PublilinkPublilink

Municipality Province

Municipality

Servicesrepository

Serviceintegrator(BCSS)

Serviceintegrator(FEDICT)

Serviceintegrator



type of exchanged information- structured data- documents- images- multimedia- metadata- business processes

using web services



useful functions of service integrators (FEDICT, CBSS, …)- secure messaging

- business logic and work flow support

- directory of authorized users and applications• list of users and applications

• definition of authentication means and rules

• definition of authorization profiles

– which service is accessible to which type of user/application for which persons/companies in which capacities in which situation and for which periods

- directory of data subjects• which persons/companies in which capacities have personal files in which

institutions for which periods

- subscription table• which users/applications want to receive automatically which services in which

situations for which persons in which capacities



key issues- evolution of standards- collaboration with vendors- not limited to public agencies- national, European & international standards- every partner is free to implement internally in his own way:

black box philosophy


Portal sites: actual situation

customers•citizens•companies

suppliers

partners

employeesintermediaries

PORTAL A•single sign on•personalization•user groups•multi-channel•aggregation

back-endsystems, e.g.•ERP•groupware•DB’s•applications

businessintelligence

contentmanagement

directory

PORTAL B•single sign on•personalization•user groups•multi-channel•aggregation


contentmanagement


directory


Portal sites (ctd)

need to strike the right balance between roles in delivering e-government services: not a single, but many one-stop shops (public and private)

Government ASP’s

Leading portals

Local service providers

Banks

Associations

…

Government own portals

Government-hosted community sites

Content and Services

Public Private

Private

Public

Channel PPP

Source: Andrea Di Maio - Gartner


Portal sites (ctd)

public institutions need to concentrate on core activities, such as- information

• modular• up to date• information blocks concerning public services• with standardized metadata• based on standardized thesauri• in generally accessible content management systems• with separation between content and metadata (reuse, don’t rewrite)• that can be submitted to automatical re-indexation

- transactions• applications that can be easily integrated in private or public portal sites


Portal sites (ctd)

public portals should have added value- integration of services

• information• work flow based on life events of the customers• integration with work flow of customers

- coordinated basic services for own customers• single sign on• ticketing• logging• notification service• …


Portal sites: to be situation

customers•citizens•companies

suppliers

partners

employeesintermediaries

PORTAL B•single sign on•personalization•user groups•multi-channel•aggregation


contentmanagement


PORTAL A•single sign on•personalization•user groups•multi-channel•aggregation



contentmanagement

directory directory


Portal sites (ctd)

other key issues- multidimensionality: accessibility of same services through

different « views »- multi channel enabling- citizen/company relation management

• integrated service delivery, across all used channels• personalization of service delivery

– first step: personalized home page for every company on social security portal

• evolution to push system• quality control• feedback mechanisms for permanent improvement of service delivery

- contact center


Critical success factors

E-government as a structural reform process- process re-engineering within and across public institutions

- back-office integration for automatic granting of services

- integrated and personalized front-office service delivery support of and access to policymakers at the highest level co-operation between all actors concerned based on repartition

of tasks rather than centralization of tasks quick wins combined with long term vision focus on more efficient and effective service delivery rather than

on the fight against fraud respect for legal repartition of competences between actors legal framework creation of an institution that stimulates and co-ordinates


Most important barriers

privacy and security average public sector project is more complex than

average private sector project, due to- interaction with a larger number of stakeholders (elected

officials, public employees, members of interest groups, voters, tax payers, recipients of public services, other governmental institutions, other government levels, …)

- execution in a less stable environment

complexity of BPR in a government environment race for quick wins (cf surveymania) doesn’t stimulate

development of well conceived systems based on re-engineering



public sector tends, perhaps for reason of prestige, to favour tailor-made, high-risk, state-of-the-art solutions even when alternative, off-the-shelf, cheap, tried and tested systems are available

in the public sector, there is typically no financial margin of value to be added by innovation

intermediaries often perceive e-government as a threat

skills and knowledge



need for radical cultural change within government, e.g.- from hierarchy to participation and team work- meeting the needs of the customer, not the government- empowering rather than serving- rewarding entrepreneurship within government- ex post evaluation on output, not ex ante control of every

input


More info

Crossroads Bank for Social Securitywww.ksz.fgov.be

FEDICTwww.fedict.be

portal sites- federal portal: www.belgium.be- social security portal: www.socialsecurity.be



http://www.fedict.be/

http://www.fedict.be/

http://www.belgium.be/








Th@nk you !

Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)

E-government: Belgian succesfull experiences Frank Robben General manager Crossroads Bank for Social...

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Transcript of E-government: Belgian succesfull experiences Frank Robben General manager Crossroads Bank for Social...