E-government: a structural reform process

1
E-governmenta structural reform process
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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April 2002

• Web-based survey on electronic public services
  ordered by the European Commission (p. 11)
• 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/eeuro
  pe/benchmarking/ list/source_data_pdf/2nd_measurem
  ent_final_report.pdf

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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

4
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

5
Advantages

• 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

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Advantages (ctd)

• 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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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

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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
• 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

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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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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.

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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

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Customer centric (ctd)

• 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

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Customer centric (ctd)

• 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

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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

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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)
• 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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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

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Belgian social security sector

• protection of information organised by
• Control Committee designated by Parliament
• preventive authorization of legitimacy of the
  exchange of personal data
• complaint handling
• security policies
• Crossroads Bank for Social Security
• preventive access control
• loggings

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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

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Number of exchanged messages
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Social security portal
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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
• ...

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Integrated service delivery (ctd)

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

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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
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Immediate declaration of employment

• can only be done electronically via
• social security portal
• FTP/MQSeries
• interbanking network
• vocal server
• 24/24 7/7
• 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

35
Quarterly declaration wages working time
Simplification
Employer
one electronic declaration
ONSS
old age pension
CBSS
holiday pay
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Quarterly declaration wages working time

• can only be done electronically via
• social security portal
• FTP/MQSeries
• interbanking network
• 24/24 7/7
• can, by using an electronic certificate
• be consulted and corrected on-line by the
  employer
• concerning his employees and the period of
  employment

37
Electronical declaration of social risks

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

38
Electronical declaration of social risks

• tomorrow
• 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
• possibility of electronical declaration (24/24
  7/7) via
• social security portal
• FTP/MQSeries
• interbanking network
• uniform instructions

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Time frame

• operational
• DIMONA and on-line consultation of work force
  register
• declaration of temporary employment of foreign
  employees in Belgium
• declaration of temporary unemployment
• declaration of building yards
• on-line consultation of overdue payments of
  social security contributions by an employer
• documentation, instructions, test cases and
  XML-schemes concerning transactions that will be
  available during the next 2 years

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Time frame

• end 2002
• multifunctional declaration of wages and working
  time data
• electronical declaration of beginning of
  part-time job
• electronical declaration of accident at work
• application for temporary removal from work
  because of occupational disease
• end 2003
• electronical application for allowances in case
  of incapacity of work
• end 2004
• electronical application for unemployment
  benefits
• electronical application in case of pre-pension
  scheme (early retirement)

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Other interesting Belgian projects

• electronic identity card
• network of service integrators
• unique identification keys
• portal sites

42
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)
• proof of characteristics of the holder via the
  technique of the digital signature on the
  initiative of the holder
• only identification data storage
• no electronic purse
• no biometry

43
Electronic identity card content

• visual
• identification data name, first names, sex, date
  and place of birth
• National Register number
• photograph
• card number
• validity period
• electronic
• serial number (sn)
• National Register number (nrn)
• card number (cn)
• visual identification data sn nrn cn
  (signed by National Register sig1)
• address sig1 (signed by National Register
  sig2)
• photograph sig1 (signed by National Register
  sig3)

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Organization model

• government chooses 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

45
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

46
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

47
Organization model
1
1
48
No storage of electronic data on the card

• why not ?
• preventing perception of the card as a big
  brother
• preventing loss of data, when the card is lost
• preventing frequent updates of the card
• stimulation of the controlled access to data over
  networks, using the card as an access tool,
  rather than storage of data on the card
• thus, no integration of social security card and
  electronic identity card

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Network of service integrators
Service integrator
R/CPS
R/CPS
Services repository
Extranet region or community
Service integrator (FEDICT)
Services repository
FPS
FPS
FedMAN
Internet
Municipality
SSI
FPS
Publilink
SSI
Extranet social security
Services repository
Service integrator (BCSS)
Province
Municipality
SSI
Services repository
50
Network of service integrators (ctd)

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

51
Network of service integrators (ctd)

• useful functions of service integrators (CBSS,
  FEDICT, )
• 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

52
Network of service integrators (ctd)
Information Exchange
ServicesRepository
Interconnection
Services Register ( UDDI)Agreements
( ebXML)PoliciesVocabularia (content
metadata)
TCP/IPSMTPLDAPFTPS/MIME
XMLXSLSOAPWSDLmetadata (RDF, XTM, XMI, )
Security (e.g. PKI)
Open standards
53
Network of service integrators (ctd)

• 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

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FEDICT TANGO

• Target Architecture for Networked Government
  Operations

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Service oriented architecture
Internet
Services
Intranet
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Service oriented architecture
Intranet
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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

58
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
59
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
60
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

61
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

62
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
63
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

64
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

65
Th_at_nk you !
Crossroads Bank for Social Security