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National Infrastructure – Citizens Account
© Sopra Newell & Budge, 10 February 2014, Page 2 Jim Kinney Director of Operational Services Improvement Service National Infrastructure – The Vision
© Sopra Newell & Budge, 10 February 2014, Page 3 Bureaucratic structures have created bureaucratic silos of systems, services and information Citizens (our customers) find it hard to navigate their way through this Service Design: Have we forgotten that we need to provide services to 5 million customers? Have we forgotten that we are custodians of the geography of Scotland? Some Historic Issues – Service Provision
© Sopra Newell & Budge, 10 February 2014, Page 4 Disaggregation of public sector technology Too many web sites, too many portals We have replaced organisational bureaucracy with a virtual bureaucracy Citizens (our customers) find it hard to navigate their way through this Some Historic Issues - The WWW
© Sopra Newell & Budge, 10 February 2014, Page 5 To provide a secure - online - single point of contact where our customers (or their agents) can transact with public services To provide convenient multi channel access to public services High Street Branch Contact (Telephone) Centre Online (from an office desktop, a remote access point, or from home) BUT underpinned within a national infrastructure The Challenge
© Sopra Newell & Budge, 10 February 2014, Page 6 Our Strengths Strong culture of public service delivery in Scotland Public Service employees, and increasingly customers, familiar with technology Ministers keen to redesign structures around customer needs Local organisational and political structures want to take up this challenge Bottom Line: There are efficiency savings that can be redirected to frontline services
© Sopra Newell & Budge, 10 February 2014, Page 7 Our Solution – Work in Progress Create a Citizens Account with government Coupled with a Citizens Smartcard - an Entitlement Card Citizens create their own personal space - their portal to access all public services Citizens able to own and manage their own data and transactions Account as the vehicle of choice for accessing public services Implement all this in a secure, authenticated way
© Sopra Newell & Budge, 10 February 2014, Page 8 Citizen Account – Work in Progress
© Sopra Newell & Budge, 10 February 2014, Page 9 Mike Futcher Relationship Manager Sopra Newell & Budge National Infrastructure – Realising the Vision
© Sopra Newell & Budge, 10 February 2014, Page 10 National Infrastructure – Realising the Vision Requirement 1 Deliver a secure electronic registration process within which customers or their agent will be able to set up their own personal electronic record … with the functionality to update the contents of their account.
© Sopra Newell & Budge, 10 February 2014, Page 11 National Infrastructure – Realising the Vision Requirement 2 Design a secure authentication and messaging process within which customers or their agent will be able to transact securely online with their Local Authority. Provide a secure messaging system within which a change in status of a citizens account can be securely transmitted to the public sector bodies that deliver services to that citizen.
© Sopra Newell & Budge, 10 February 2014, Page 12 National Infrastructure – Realising the Vision Requirement 3 Assist 10 pathfinder LAs Implement & Test sound Integration Projects Advise on Project Resource, Structure etc Assist IS Communicate the Programme Agree common Governance standards Monitor progress & resolve issues
© Sopra Newell & Budge, 10 February 2014, Page 13 Architecture - Citizens Account
© Sopra Newell & Budge, 10 February 2014, Page 14 Architecture - National Infrastructure
© Sopra Newell & Budge, 10 February 2014, Page 15 Citizens Account - Registration & Enrolment Core JSP
© Sopra Newell & Budge, 10 February 2014, Page 16 Citizens Account – L.A. Functions Privileged Function
© Sopra Newell & Budge, 10 February 2014, Page 17 Citizens Account – Online Services Local Government Services Council Tax Enquiries Housing & Council Tax Benefit Change of Address Access to NHS information Central Government Services IR Tax Returns DVLC processes
© Sopra Newell & Budge, 10 February 2014, Page 18 National Infrastructure - Challenges Accommodating the Stakeholders Readiness to connect Applications & Process Infrastructure (platform & network) Security Application, infrastructure and management policies
© Sopra Newell & Budge, 10 February 2014, Page 19 National Infrastructure - Challenges Governance Core Project Multiple Stakeholders 10 concurrent LA projects Policy Existing Investments Convergent Programmes
© Sopra Newell & Budge, 10 February 2014, Page 20 Conclusion Vision Comprehensive and inclusive Well founded proofs of concept Delivering the Vision Technology is not the issue Co-operation among stakeholders Commitment to standards/standardisation
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