E-government: the approach of the Belgian federal administration

1
E-government the approach of the Belgian federal
administration
Frank Robben General manager Crossroads Bank for
Social Security Strategic advisor Federal Public
Service for ICT Sint-Pieterssteenweg 375 B-1040
Brussels E-mail Frank.Robben_at_ksz.fgov.be Website
http//www.law.kuleuven.ac.be/icri/frobben
Crossroads Bank for Social Security Federal
Public Service for ICT (FEDICT)
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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 lt-gt citizen
• government lt-gt business
• internal relationships
• government lt-gt government
• government lt-gt employees
• all relationships
• are bidirectional
• can be within a country or border-crossing

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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

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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

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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 correct 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

6
E-government a structural reform process

• ICT is only a means by which a result may be
  obtained
• E-government requires
• change of basic mindset from government centric
  to customer centric
• re-engineering of processes and end-to-end
  integration of these processes
• considering information as a strategic resource
  for all government activity

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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
• 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

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(No Transcript)
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Customer centric

• unique declaration of every event during the life
  cycle/business episode of a customer and
  automatic granting of all related services
• delivery of services that cannot be granted
  automatically to a customer
• in an integrated way (information, interaction,
  transaction)
• re-using all available information
• in a personalized way (look feel and interface,
  content, personalized support)
• or at least based on the way of thinking of the
  customer group (life events, business episodes,
  life styles, target groups)

10
Customer centric (ctd)

• declaration of events and service delivery via an
  access method chosen by the customer
• application to application
• file transfer
• various end-user devices
• PC, GSM, PDA, digital TV, kiosks,
• use of intermediaries
• accessible to disabled
• use of integrated customer relation management
  tools
• contact center

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Re-engineering and integration of processes

• need for re-engineering of processes
• within each government institution
• within each government level
• across government levels
• between government and his customers
• need for end-to-end integration of processes
  concept of value chains for the customers
• 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
• suboptimal support of the policy made by
  government
• higher possibilities of fraud

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Information as a strategic resource

• respect of basic principles concerning
• information modelling
• unique collection and re-use of information
• management of information
• electronic exchange of information
• protection of information

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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

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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

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Information as resource implications (ctd)

• 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

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Information as resource implications (ctd)

• 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

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Information as resource implications (ctd)

• 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

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Information as resource implications (ctd)

• 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

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Information as resource implications (ctd)

• 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

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Information as resource implications (ctd)

• 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

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Information as resource implications (ctd)

• 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

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Changes of the legal environment

• organization of integrated information management
  and electronic service delivery
• 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
• ICT-law only basic principles,
  technology-neutral, but not technology unaware
• data protection
• public access to information
• electronic signature
• probative value

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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

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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

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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
• SLAs on disponibility and performance of
  services
• access autorisation management
• anonimization rules
• acceptation and production environments
• priority management

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Common security framework

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

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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

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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

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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 doesnt contain variable
  characterics of the identified entity
• identification key doesnt contain references to
  the identification key or characteristics of
  other entities
• identification key doesnt change when a quality
  or characteristic of the identified entity changes

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Harmonized concepts and data model

• harmonized concepts and datamodel example on
  www.socialsecurity.be (best practice of
  combination of back office integration and
  e-portal solution in web-based survey on
  electronic public services by DG Information
  Society (European Commission) January 2003)

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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

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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)

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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-schemas 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

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Preventing digital divide

• no creation of information haves and information
  have-nots
• possible measures
• promoting automatic granting of services
• electronic services are (for the time being)
  considered as extra services, tradional services
  remain
• access to electronic services in public places
• role of intermediaries and front office
  organisations
• education and life-long learning
• promoting usability of portals and websites

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Implementation in Belgian federal government

• co-operation agreement between government levels
• network of service integrators
• towards integrated portal environments
• unique identification keys for citizens and
  companies
• electronic identity card
• security framework
• a case study the Belgian social security sector

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Co-operation agreement

• co-operation agreement has been signed between
  federal government, regions and communities
• co-ordinated, customer oriented service delivery
• 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
• agreements 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 SLAs and security

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Network of service integrators
Service integrator
R/CPS
R/CPS
Services repository
Extranet region or community
Service integrator (CBSS)
Services repository
SSI
Extranet social security
SSI
Internet
Municipality
FPS
SSI
Publilink
FPS
FedMAN
Services repository
Service integrator (Fedict)
Province
Municipality
FPS
Services repository
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Network of service integrators (ctd)

• type of exchanged information
• structured data
• documents
• images
• multimedia
• metadata
• business processes
• using web services

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Network of service integrators (ctd)

• 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

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Portal sites actual situation
41
Portal sites actual situation
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Portal sites actual situation
intermediaries
employees
suppliers

• customers
• citizens
• companies

partners

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

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

content management
business intelligence
business intelligence
content management

• back-end
• systems, e.g.
• ERP
• groupware
• DBs
• applications

directory

• back-end
• systems, e.g.
• ERP
• groupware
• DBs
• applications

directory
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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)

Content and Services
Public
Private
Government ASPs Leading portals Local service providers Banks Associations
Government own portals Government-hosted community sites
Private
Channel
PPP
Public
Source Andrea Di Maio - Gartner
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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, dont rewrite)
• that can be submitted to automatical
  re-indexation
• transactions
• applications that can be easily integrated in
  private or public portal sites

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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
• multi channel enabling
• citizen/company relation management
• contact center

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Portal sites to be situation
intermediaries
employees
suppliers

• customers
• citizens
• companies

partners

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

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

• back-end
• systems, e.g.
• ERP
• groupware
• DBs
• applications

• back-end
• systems, e.g.
• ERP
• groupware
• DBs
• applications

directory
directory
content management
business intelligence
business intelligence
content management
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Unique identification keys

• citizens
• generalization of the use of the social security
  number (national register number or CBSS-number)
• (electronically) readable from the electronic
  identity card
• controlled access to basic identification data in
  National Register and CBSS
• companies
• unique company number (based on VAT-number)
• unique number for every plant of business
• generalized access to basic identification data
  in Company Register
• regulation on data interconnection

48
Electronic identity card
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Electronic identity card

• retained functions
• visual and electronic identification of the
  holder
• electronic authentication of the holder via the
  technique of the digital signature
• generation of electronic signature via the
  technique of the digital signature (non
  repudiation)
• (currently) no encryption certificates
• no biometric data (yet)
• no electronic purse
• only identification data storage

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Electronic identity card

• from a visual point of view, the same information
  is visible as on the current identity card
• the name
• the first two Christian names
• the first letter of the third Christian name
• the nationality
• the birth place and date
• the sex
• the place of delivery of the card
• the begin and end data of the validity of the
  card
• the denomination and number of the card
• the photo of the holder
• the signature of the holder
• the identification number of the National Register

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Electronic identity card

• from an electronic point of view, the chip
  contains the same information as printed on the
  card, filled up with
• the authentication and electronic signature keys
• the authentication and electronic signature
  certificates
• the accredited certification service furnisher
• information necessary for authentication of the
  card and securization of the electronic data
• the main residence of the holder
• SUN JavaCard

52
Organization model

• government has chosen a card producer and
  certification authority issuing the identity
  certificates as a result of a public call for
  tenders
• the municipality calls the holder for the issuing
  of the electronic identity card
• the municipality acts as registration authority
  for 2 certificates authentication and electronic
  signature
• 2 key pairs are generated within the card at
  production time and the private keys are stored
  within the chip of the card

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Organization model (ctd)

• the 2 certificates are created by the
  certification authority, but published only when
  the holder agrees
• the use of the private keys within the chip needs
  an activation of the card by a municipal official
  using his PUK2 and the PUK1 sent to the holder
• first authentication within one session (first
  private key) and every generation of an
  electronic signature (second private key)
  requires the PIN code of the holder
• the second private keys and the identity
  certificate on the electronic identity card can
  be used to generate an electronic signature
  within the scope of E-government applications
  which require such a signature

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Organization model (ctd)

• the electronic identity card contains the
  necessary space to store other private keys
  associated to attribute certificates that holder
  can obtain at the certification authority of his
  choice

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Authentication
log on to web sites (SSO)
access control
container park
library

56
Electronic signature
1. Compose message 3. Generate signature 5.
Collect certificate 2. Compute hash 4. Collect
signature 6. Send message

Matching triplet?
7
1
6
1
6
hash
CRL
8
2
2
5
4
5
3, 4
3
Alice
Bob
1. Receive message 3. Check CRL/OCSP 5. Fetch
public key 7. Compute reference hash 2. Inspect
certificate 4. Check certificate 6. Fetch
signature 8. Hash, signature, public
key match?
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Labeling procedure

• card readers and applications
• creating
• trust for citizens
• a legal basis for the government
• branding for enterprises
• based on industry standards
• currently being worked out in cooperation with
  CBSS and Banksys

58
Electronic identity card toolkits

• two toolkits are under development
• GUI PKCS11 libraries reading, printing,
  validating
• and visualising the contents of the chip
• authentication proxy easy authentication on
  multiple platforms
• purpose is to hide internal card changes
• labeling should be straightforward if
  applications use toolkits
• both toolkits are free of charge
• distribution through federal portal
  (http//www.belgium.be/fedict ? Projecten ? eID)

RELEASED
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The sky is the limit !
drivers licence
healthcare
home banking, online opening of accounts,
student cards, e-learning,

proof of membership
SSO,
e-commerce
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Planning
Q1 2004
Q2 2004
Q3 2004
Q4 2004
Q1 2005
13/6
20/3
Pilot phase Target groups Evaluation pilot phase
D E C I S I O N
Elections
Installation in municipalities (578)
Negociations
Gradual roll-out eID
Continuous advise from and support to
enterprises, citizens and authorities
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Security framework

• issues
• confidentiality
• integrity
• availability
• authentication
• autorisation
• non-repudiation
• audit
• measures
• institutional measures
• organizational and technical measures based on
  (extended) ISO 17799
• legal measures

62
Security framework institutional measures

• no central data storage
• independent Control Committees, assigned by
  Parliament
• supervision of information security
• authorizing the data exchange
• complaint handling
• information security recommendations
• extensive investigating powers
• annual activity report
• preventive control on legitimacy of data exchange
  by service integrator according to authorizations
  of the independent Control Committees
• information security department in each
  government institution
• specialized information security service
  providers
• working party on information security

63
Security framework extended ISO 17799

• security policy
• security organization
• asset classification and control
• personnel security
• physical and environmental security
• computer and operations management
• access control
• system development and maintenance
• specific measures with regard to the processing
  of personal data
• business continuity planning
• compliance
• communication towards the public opinion
  concerning the security policy and the measures
  with regard to security and privacy protection

64
Security framework 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

65
A case study 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

66
Interoperability within social security
onss
spf ss
onssapl
inasti
FEDICT National Register
cpsm
spf e t
onafts
Crossroads Bank for Social Security
onem
adp
inami
fat
sickness funds network
cimire
fmp
onp
onva
ossom
67
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

68
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

69
National Register - CBSS Registers - past
situation
National Register
Municipalities
70
National Register - CBSS Registers present
situation
National Register
Municipalities
71
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

72
Preprocessed messages

• services offered
• batch consultation
• automatic communication of messages

73
Contribution certificate health care sector
past situation
Employees
Employer
Sickness funds
Control
INAMI
ONSS
74
Contribution certificate health care sector -
present situation
75
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

76
Derived rights in tax affairs - past situation
Sickness fund
77
Derived rights in tax affairs - present situation
CBSS
sickness funds network
78
Some figures

• 339.137.455 exchanged messages in 2003
• 15,1 million different persons known in directory
  of persons
• on an average, every person is known in 6,6
  sectors
• response time on-line messages

question
question
answer
answer
96,1 in lt 1 sec 99,8 in lt 2 sec
99,2 in lt 4 sec
79
Interoperability outside social security
Internet
Publilink
R
R
Access servers
R
FedMAN
FW
R
R
Internet services
FW
Other extranets
R
Backbone
FW
FW
FW
FW
FW
FW
R
R
R
R
R
R
R
Crossroads bank for social security
R
R
R
80
Social security portal
81
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
• ...

82
Integrated service delivery (ctd)

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

83
Transactions at beginning/end of employment
Simplification
Employment contract
Work force register
Special work force register
Indivudual document
Students contract
On line consultation
ONSS
Inspection
Work force register
Data- base
84
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

85
Quarterly declaration wages working time
Simplification
Employer
one electronic declaration
ONSS
old age pension
CBSS
holiday pay
86
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

87
Electronical declaration of social risks

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

88
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

89
Operational transactions

• quarterly multifunctional declaration of wages
  and working times to the National Office for
  Social Security (NOSS)
• correction of the quarterly declaration to the
  NOSS
• DIMONA-declaration
• consultation of the work force register
• consultation of the directory of employers
• integrated electronical declaration of building
  yards
• consultation of overdue payments of social
  security contributions by an employer
• declaration of temporary employment of foreign
  employees in Belgium
• declaration of temporary unemployment
• consultation of the holiday database
• declaration of an industrial accident, monthly
  report and resumption of work after an industrial
  accident

90
Operational transactions

• declaration of the beginning of a part-time job
  with retention of rights to unemployment benefits
  (unemployment sector)
• private sector
• education, municipalities or provinces
• monthly declaration of part-time work for the
  calculation of guaranteed income payments
  (unemployment sector)
• private sector
• education, municipalities or provinces
• monthly submission of work as an employee
  employed in a protected workplace (unemployment
  sector)
• monthly submission of work in the framework of an
  activation programme (unemployment sector)
• declaration for the establishment of young
  peoples vacation rights (unemployment sector)
• monthly declaration of young peoples vacation
  hours (unemployment sector)
• annual submission of temporary unemployment
• monthly submission of hours of temporary
  unemployment
• authorized request for the temporary removal of a
  pregnant employee (sector of professional
  diseases)

91
Further evolution

• january 2005
• application for unemployment benefits
• declaration of fulltime or half-time early
  retirement
• declaration of the removal of a pregnant employee
  
• simplified declaration of an industrial accident
• october 2005
• electronic data exchange between sickness funds
  and employers necessary to deal with an
  application for benefits in case of incapacity
  for work, maternity leave, complete or partial
  leave from work as a measure to protect
  motherhood, leave for fatherhood
• declaration of an employees holiday days
• declaration of resumption of work after a period
  of incapacity for work
• january 2006
• declaration of sickness monthly report

92
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

93
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) doesnt
  stimulate development of well conceived systems
  based on re-engineering

94
Most important barriers

• 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

95
Most important barriers

• 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

96
More info

• Crossroads Bank for Social Security
• http//www.ksz.fgov.be
• FEDICT
• http//www.fedict.be
• portal sites
• federal portal http//www.belgium.be
• social security portal https//www.socialsecurity
  .be
• personal website
• http//www.law.kuleuven.ac.be/icri/frobben

97
Th_at_nk you !
Crossroads Bank for Social Security Federal
Public Service for ICT (FEDICT)