Reengineering of public services Citizens online, rather than inline

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Re-engineering of public servicesCitizens
on-line, rather than in-line
Ragnar Thorgeirsson ragnar_at_gopro.net
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Agenda

• About the GoPro solutions
• ODA Open Digital Administration
• Næstved, Denmark
• Skurup, Sweden
• Estonia
• Re-engineering of administration and public
  services

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Definition of eGovernment

• Using Internet technology to streamline
  government by providing efficient and effective
  internal processes, services and information to
  citizens and businesses

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Driving factors for reshaping government
information environment

• LEGISLATION and environmental factors
• More public demand for information, and faster
• Elected members demand for more information
• Public participation in policy making
• The Goal to
• Increase EFFICIENCY
• Give necessary OVERVIEW
• Increase awareness of RESPONSIBILITY
• Define guiding rules for WORKFLOW
• Ease the management of PHYSICAL DOCUMENTS
• THE BOTTOM LINE IS TO GIVE BETTER
• SERVICE TO THE PEOPLE AND ENSURE
• THE BASIC TERMS OF THE BUREAUCRACY

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The Challenges

• Cultural change
• Vision and Leadership
• City's organizational structure
• The distributed service centers
• Framework budget procedures
• IT Strategy / ITD
• Digital Divide
• IT investments
• "Think Big, Start Small, Scale Fast"

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Restructuring the Document and Case Control
Infrastructure

• REENGINEERING REYKJAVIK CITY
• Basically SOLUTION, based on KNOWLEDGE
  MANAGEMENT,
• not a technical issue
• Ease of use and EDUCATION is key factor
• One unbroken chain from start to end, through
  number of meeting and committees, TRACEBLE
• The document management re-engineering process at
  Reykjavik City was the real step into the new
  millennium
• Success factors identified
• Clear Goals, Communicate to Everyone
• Moral and Administrative Support - Top - Down
• Steering Committee Firm Decision Making and
  Guidance
• Effective Consulting Groundwork pre-analysis
  and user scenarios
• Easy and Controlled Customization
• Education and Empowerment

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Overview
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What is GoPro e-community?

• An extension to GoPro Case Case management 24
  hours access for citizens.
• Easy integration
• Secure communication
• GoPro e-community is the way to modify the
  administration and intensify the service level
  towards the citizens.
• GoPro e-community enables citizens to fill in and
  submit forms electronically over the Web, using
  electronic signatures for verification.
• The electronic forms are received by the Public
  offices or Institutions, it runs through the
  case- and document management system at the
  offices site.
• Value added eGovernment ? online interaction with
  citizens and businesses

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What is GoPro e-community?

• Citizens access 24 hours
• Citizens create cases, which flows directly into
  the case- and document management system
• Work rules for processes, laws and regulations
  incl.
• Case Management/Document Management
• Citizen always know the status of the case
• Standardisation and simplification, yet flexible
• Certified users (electronic signature)
• Citizens personal postbox
• Open all hours
• Same service for all, the work rules are known
• Auditable and measurable services
• Secure and Certified communications
• The front-end of the Case management

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GoPro for government Simple unique
Secure personalised on-line access
A Service Portal 24-hours
Case- and document management
Flexible Internal infrastructure
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GoPro for government Simple unique
Processing
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How do we get the citizens on-line for using the
system?

• offer them incentives
• deduction from local taxes
• more flexible deadlines
• public/private partnerships
• Make environments for the citiznens
• At the libraries
• Create New parthways
• Open community data centers in Næstved

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A survey on Digital Administration
Wants to use the internet for communicating
with local government.

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Estonia

• A huge pilot project, 16 local and central
  Governments participating
• 3 implementations in the first phase
• Create an information portal enabling
• electronic filling in of papers
• equal life quality of inhabitants in rural areas
  with that of urban regions
• support local initiatives and services
• Re-engineering of the public sector

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Estonia

• Ministry of of Social Affairs
• Existing case management system was non-
  functional.
• Emergency situation they contacted IBM
• IBM proposed GoPro Case to them
• GoPro Case was translated into Estonian
• GoPro Case customized according to the customers
  needs

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Estonia

• By studying GoPro, Estonian Government started to
  define standards for
• What data should be registered
• Enabling of document exchange between different
  institutions
• How to get acceptance for electronic documents
• Digital Signature
• Fulfilling Citizens demand on online access and
  24 hours services

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Estonia

• Year 2001 a study trip to Iceland
• a big group of high Estonian government employees
  and politicians went to Iceland
• A very successful visit
• They studied the successful e-government
  development in Iceland
• Ministry of Communications and Transport, The
  City of Tartu and Estonian State Chancellery all
  bought GoPro.

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Estonia

• GoPro Case for the internal infrastructure
• GoPro e-community portal where the citizens get
  24-hours online access to different Governmental
  services.
• Instantly moving from paper to paperless
  administration, harvesting all the qualities it
  brings.

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Estonia

• At the moment the market situation in Estonia
  looks positive for GoPro products. There is a
  big number of customers in Nordic countries,
  there seems to be no danger that the development
  will stop, they are available in local language
  and they are able to support the standards and
  needs for contemporary document management.
• Ms. Evely Heldring
• Business Innovation Services Manager
• IBM Estonia

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ODAOpen Digital Administration

• ODA - Open Digital Administration is a
  preparatory action under the European programme,
  eContent.
• ODA Project was created to demonstrate how to
  solve the challenge of transaction based 24 hours
  self-service as a Personalised Internet Solution.

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ODA The background

• The past decade, the cities of Naestved (Denmark)
  and Skurup (Sweden) have been actively involved
  with the development of ICT-infrastructure in
  their city region and development of
  e-Government, using technology and education.
• All initiatives have focussed on the needs of
  their customers
• flexible 24-hour services for citizens
• Companies in the city regions.
• In 2001, the two cities together with IBM
  Denmark, GoPro and several other providers as a
  consortium, got funding from the European
  Commission with the purpose of stimulating the
  use of e-Content in European Networks.

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ODA The Challenge

• Reuse of public information and personal data
  from classic systems (digital signature)
• Demonstrate a citizens portal for self-service,
  access and case handling (digital signature)
• Demonstrate a European Dimension to support
  mobility of EC-citizens - knowledge of rules,
  legislation etc. included

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ODA The goals

• Citizens and companies need full, secure access
  and transparency using the Internet to take care
  of themselves and the persons related to them
• All services and knowledge must be digital for
  future demands
• Use of open technical standards and open standard
  platforms combined with the digital signature to
  offer citizens and companies secure communication
  with everyone, everywhere, anytime
• The implementation of self-service should be a
  tool to facilitate the local government
  administration as a local means for the
  development of human beings in learning
  organisations in the region
• The results of ODA should be transferable to
  other cities on European and global levels (the
  platform and tools as a commercial product) 

•   

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ODA The Solution

• ODA Solution
• GoPro e-community the portal
• GoPro Case case management system
• IBM CBT secure solution (crypto based
  transactions)
• IBM e-business on demand (hosting concept)
• Certificate authority (CA) PBS/VeriSign/other
  CAs
• Forms, Netforms/GoPro forms/other forms

•   

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Sickness benefits - earlier ..
Application
Employer
Employee - signature
50 goes back/or must be corrected
All data
Administration
ODA - open digital administration
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Sickness benefits - in ODA ..
Application
Employer
Employee - signature
50 goes back/or must be corrected
No corrections -
Only few data added
Administration
All data
ODA - open digital administration
ODA - open digital administration
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ODA Open Digital Administration

• Proven savings and benefits
• Næstved municipality in Denmark is saving 80 of
  the work administrating paper work of Sickness
  benefits applications.
• Before ODA 50 of all received forms needed to be
  corrected. Now almost no corrections have to be
  done Due to integrations to databases only
  little information must be filled in.
• A cost effective electronic workflow

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The governments have learned ?

• CHANGES... New thinking in Citizens service
• Satisfied Citizens
• Citizens need time to adopt to the new thinking
• New Way to Communicate securely with Citizens
• Higher demands for speed and delivery time
• Strong demand on Case Handling transparency
• Leaders and employees awake for new opportunities
  and weaknesses.

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The citizens have learned?

• GoPro e-community is easy to use and access
• Technical requirements are none
• Trust of the concept and service
• The citizens using e-community will
• Always have an updated overview of their
  documents sent to the service provider and the
  status of the cases
• Have access to full decision support as it is
  integrated in the dynamic forms
• Have the possibility to send official
  documentation electronically and re-use personal
  information from national databases (using
  digital signature)

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Demonstration

• You will find a demo running the virtual
  community Sunny City - on www.gopro.net