Back office integration for better Egovernment services

1
Back office integration for better E-government
services
Frank Robben General manager Crossroads Bank for
Social Security Sint-Pieterssteenweg 375 B-1040
Brussels E-mail Frank.Robben_at_ksz.fgov.be
Crossroads Bank for Social Security
2
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 to citizen
• government to business
• user of public services
• provider of services
• internal relationships
• government to government
• government to employees

3
E-government a structural reform process

• technology is only a means
• E-government requires
• change of mindsets from government centric to
  customer centric
• re-engineering of processes
• re-organization of public services
• changes of legal environment
• cooperation between several government levels
  one virtual electronic government

4
Customer centric

• delivery of services based on the logic of the
  customer
• life events (birth, marriage, etc.)
• life styles (sport, culture, etc.)
• life status (unemployed, retired, etc.)
• p-channels and e-channels must co-exist
• multi device access (PC, TV, WAP GSM, PDA, )
• integrated services
• information
• interaction
• transaction

5
Customer centric

• critical reflection on principles of data
  collection and creation of new added value
• readable and understandable text
• analysis of the necessity to collect data
• harmonization of basic concepts
• first data verification, then data collection
• default values based on previously entered data
• on-line help
• simulation environments

6
Levels of service maturity of E-government
Level 4 Integration Cross-agency information and
transactions are available via intention based
portals Back offices are integrated and
business processes are re-engineered
Level 3 Transaction User can communicate electron
ically with single government agencies,
and applications of the agencies respond
electronically to the user
Level 2 Interaction Users can communicate electro
nically with single government agencies, but
agencies dont necessarily communicate electronica
lly with the user
Constituency Value
Level 1 Information Government agencies publish
information on the web
Complexity / Costs
7
Back office integration is the key

• in most countries, many public services are
  concerned with delivering services to citizens
  and businesses
• a lot of information is needed by several public
  services, e.g.
• identification data
• data concerning the professional and social
  status
• periodical data related to working periods
• periodical data related to income
• data concerning certain events, e.g. the start of
  a company, the occurence of a social risk, ...

8
Back office integration is the key

• lack of back office integration leads to
• overloading of the users
• multiple collection of the same information by
  several public authorities
• no reuse of available information
• waste of efficiency and time within the public
  services
• suboptimal support of the policy
• higher possibilities of fraud

9
Back office integration basic principles

• decentralised but unique data collection
• decentralised and distributed data management
• functional task-sharing between public services
• principle of the authentic source
• electronic information exchange and work flow
• every public service can be a supplier or
  applicant of data
• information exchange can be initiated
• by the public service needing the information
• by the public service disposing of new
  information
• by the instution managing the network for
  electronic information exchange
• application to application (no manual
  intervention)
• unique identification key for each entity

10
Back office integration basic principles

• global coordination
• common architecture
• common open standards
• common horizontal services
• messaging and transaction services
• security services
• portal services
• content management services
• normalisation of information
• stimulation
• project management

11
Back office integration basic principles

• control mechanisms by an independent third party
  (cf information is often of a sensible nature)
• preventive access control
• preventive control on the legitimacy of the
  exchange
• loggings
• legal framework
• organization of the back office integration
• harmonization of basic concepts

12
Useful tools

• electronic identity and authentication card for
  every entity, containing the unique
  identification key
• reference directory
• structure
• directory of people who and in which capacity
  has personal files in which social security
  institutions for which periods
• data availability table which data are available
  in which social security institutions for which
  types of files
• access authorization table which data may be
  transmitted to which institutions for which types
  of files
• 3 functions
• access control
• routing of information
• automatic transmission of information

13
Agri-culture
Economic affairs
Interior
Justice
Foreign institutions
Public health
Finance
Crossroads Bank
Social Security
Defense
Employ- ment
Sector
Region
Sector
Local authorities
Region
Region
Referencemodel for distributed data management as
used in the Crossroads bank for social Security
14
(No Transcript)
15
(No Transcript)
16
(No Transcript)
17
(No Transcript)
18
(No Transcript)
19
(No Transcript)
20
(No Transcript)
21
(No Transcript)
22
(No Transcript)
23
(No Transcript)
24
(No Transcript)
25
(No Transcript)
26
(No Transcript)
27
(No Transcript)
28
The ongoing benchmark-operations

• benchmarking can be a powerful tool to achieve
  improvement in public services
• However as the essence of E-government is
  optimisation of service delivery, effective
  benchmarking may not be limited to the front
  offices, but should also measure the overall
  quality of services and include back office
  integration

29
Th_at_nk you !
FEDICT