1. E-government: Belgian succesfull experiences 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@ksz.fgov.beFrank.Robben@ksz.fgov.be Website: http://www.law.kuleuven.ac.be/icri/frobbenhttp://www.law.kuleuven.ac.be/icri/frobben Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT)

2. 2 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) January 2003 Web-based survey on electronic public services ordered by the European Commission – DG Information Society (p. 43): 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 Belgiumwww.socialsecurity.be See http://europa.eu.int/information_society/eeurope/benchmarking/ list/source_data_pdf/2nd_measurement_final_report.pdf (p. 11)http://europa.eu.int/information_society/eeurope/benchmarking/ list/source_data_pdf/2nd_measurement_final_report.pdf

3. 3 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) What is E-government ? n E-government is a continuous optimization of service delivery and governance by transforming internal and external relationships through technology, internet and new media n external relationships -government citizen -government business n internal relationships -government government -government employees n all relationships -are bidirectional -can be within a country or border-crossing

4. 4 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Government n not monolithic -EU -in every country federal level regions communities provinces municipalities parapublic institutions private instutions participating in delivery of public services … n integrated E-government is based upon common strategy, multilateral agreements and interoperability n E-government contains the opportunity to realize one virtual electronic government with full respect for every specific competence

5. 5 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Advantages n 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

6. 6 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Advantages (ctd) n effectiveness gains -in terms of quality: same services at same total cost in same time, but to a higher quality standard, e.g. more corrected 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

7. 7 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) E-government: a structural reform process n ICT is only a means by which a result may be obtained n 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

8. 8 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) E-government: a structural reform process (ctd) n 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

9. 9 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications n 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

10. 10 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n 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

11. 11 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n 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

12. 12 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n 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

13. 13 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n 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

14. 14 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) n 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 Information as resource: implications (ctd)

15. 15 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n 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

16. 16 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n 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

17. 17 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n 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

18. 18 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric n unique declaration of every event during the life cycle/business episode of a customer and automatic granting of all related services, e.g.

19. 19 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric (ctd) n 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

20. 20 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric (ctd) n 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

21. 21 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric (ctd) n 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 n use of integrated customer relation management tools n service delivery in principle free of charge

22. 22 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Integration is the key n 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

23. 23 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Co-operation between government levels n in Belgium, a co-operation agreement has been signed between federal government, regions and communities -coordinated offer of e-services to citizens/companies -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

24. 24 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Co-operation agreement between government levels n co-ordinated, customer oriented service delivery n agreements have to be made on common standards n mutual tuning of portals, middleware, websites and back offices n use of common identification keys and electronic signature n mutual tuning of business processes when necessary n gradual mutual task-sharing on data storage in authentic form n common policy on SLA’s and security

25. 25 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Co-operation government and private sector n private companies as service providers (sharing of investments), e.g. -network and security management -co-sourcing in BPR and development/maintenance/housing of ICT building blocks, e.g. certification authorities portals n private companies as partners -integrated work flow with their own information systems, e.g. e-procurement tax declaration social security declarations

26. 26 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Changes of the legal environment n organization of integrated data management and electronic service delivery: legal base for Royal Decree exists -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 n harmonization of basic concepts

27. 27 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Changes of legal environment (ctd) n ICT-law -data protection -public access to information -electronic signature -probative value n no overregulation -only basic principles -technology-neutral, but not technology unaware

28. 28 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Interoperability framework n 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

29. 29 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) ICT interoperability n examples on -www.govtalk.gov.uk and www.e-government.govt.nz (recent frameworks based on actual open ICT standards, to be implemented)www.govtalk.gov.ukwww.e-government.govt.nz -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)www.ksz.fgov.be n tendency to use of open ICT standards n but ICT is so dynamic and fast changing that ICT standards are in an almost constant state of evolution n huge need to agreements on how to ensure functional interoperability, far beyond technical interoperability

30. 30 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Functional ICT interoperability n standardized codification (e.g. institutions, return codes, …) n standardized use of objects and attributes n standardized layout of header of messages, independent from information exchange format (EDI, XML, …) and type of information exchange n version management n backwards compatibility n SLA’s on availibility and performance of services n access autorisation management n anonimization rules n acceptation and production environments n priority management n …

31. 31 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common security framework n issues -confidentiality -integrity -availability -authentication -autorisation -non-repudiation -audit

32. 32 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common security framework (ctd) n 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

33. 33 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common identification keys n at least common identification keys and identification sets for every entity -person -company -patch of ground n between nations -unique schemes -conversion tables n regulation of interconnection of information based on unique identification keys

34. 34 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common identification keys (ctd) n 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 doesn’t contain variable characterics of the identified entity identification key doesn’t contain references to the identification key or characteristics of other entities identification key doesn’t change when a quality or characteristic of the identified entity changes

35. 35 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Harmonized concepts and data model n standard elements -with well defined characteristics -used within all services n OO-oriented, e.g. inheritance in a multilingual environment n version management in an ever changing environment n define once, use many (different presentations) n workflow for validation of standard elements and characteristics n multi criteria search -by element -by scheme -by version -…

36. 36 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) OO-oriented – inheritance

37. 37 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) OO-oriented – inheritance

38. 38 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) OO-oriented – inheritance

39. 39 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Version management

40. 40 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Version management

41. 41 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Validation workflow

42. 42 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Validation workflow

43. 43 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Define once, publish many

44. 44 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Define once, publish many

45. 45 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Multi criteria search

46. 46 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Multi criteria search

47. 47 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Multi criteria search

48. 48 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) A methodology to harmonize concepts n inventory of all documents (frequently) used for information collection n inventory of collected information n classification of collected information using a clustering methodology n decomposition of collected information into “real life” classes with description of the asked attributes n analysis of goals: what is every “real life” classes used for ? n setting up of simplification propositions (e.g. senseless different treatment of same “real life” object)

49. 49 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) A methodology to harmonize concepts (ctd) n based on the simplification propositions, framing out of an OO information model for information to be collected n design of XML-schema’s for the collecting of the information, corresponding to the OO information model n legislative adaptations in order to introduce the uniform definitions of the information classes n procedures in order to guarantee the consistency of the OO information model in an ever changing legal environment

50. 50 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Some interesting Belgian projects n social security sector n network of service integrators n integration of portal sites n electronic identity card

51. 51 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Belgian social security sector n 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 n functional and technical interoperability framework is functioning -between these institutions -between these institutions and all employers n 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

52. 52 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Interoperability within social security onem inami cimire onp ossom onva fmp fat adp onafts cpsm inasti onssapl onss spf ss spf e & t fonds de séc. exist. Crossroads Bank for Social Security FEDICT & National Register sickness funds network

53. 53 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Reference directory n serves as a base for organization of information flows n 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 n functions -routing of information -preventive access control -automatic communication of changes to information

54. 54 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information security n institutional measures n organizational and technical measures based on ISO 17799 n legal measures

55. 55 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Institutional measures n no central data storage n independent Control Committee n preventive control on legitimacy of data exchange by Crossroads Bank according to authorizations of the independent Control Committee n information security department in each social security institution n specialized information security service providers n working party on information security

56. 56 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Independent Control Committee n assigned by Parliament n competences -supervision of information security -authorizing the data exchange -complaint handling -information security recommendations -extensive investigating powers -annual activity report

57. 57 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information security department n in each social security institution n composition -information security officer -one or more assistants n control on independence and permanent education of the information security officers is performed by the Control Committee n the Control Committee can allow to commit the task of the information security department to a recognized specialized information security service provider

58. 58 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information security department: tasks n information security department -recommends -promotes -documents -controls -reports directly to the general management -formulates the blueprint of the security plan -elaborates the annual security report n general management -takes the decision -is finally responsible -gives motivated feedback -approves the security plan -supplies the resources

59. 59 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Contents of the security report n general overview of the security situation n overview of the activities -recommendations and their effects -control -campaigns in order to promote information security n overview of the external recommendations and their effects n overview of the received trainings

60. 60 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Specialized information security service providers n to be recognized by the Government n recognition conditions -non-profit association -having information security in social security as the one and only activity -respecting the tariff principles determined by the Government n control on independence is performed by the Control Committee

61. 61 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Specialized information security service providers n tasks -keeping information security specialists at the disposal of the associated institutions -recommending -organizing information security trainings -supporting campaigns promoting information security -external auditing on request of the institution or the Control Committee n each institution can only associate with one specialised information security service provider

62. 62 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Working party on information security n composition -information security officers of all institutions n task -coordination -communication -proposal of minimal security conditions -check list -recommendations to the Control Committee

63. 63 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organizational & technical measures n security policies n classification of information n security requirements towards the personnel n physical protection n management of communication and service processes n processing of personal data n logical access control n development and maintenance of systems n continuity management n internal and external control n communication to the public of the policy concerning security and the protection of privacy

64. 64 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Legal measures n 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 n rights of the data subject -right of information -right of access -right of rectification, erasure or blocking -right of a judicial remedy n penalties

65. 65 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information servers n 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 n services offered -interactive consultation -batch consultation -automatic communication of updates

66. 66 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) National Register - CBSS Registers - past situation National Register Municipalities

67. 67 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) National Register - CBSS Registers – present situation National Register Municipalities

68. 68 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Preprocessed messages n 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 -…

69. 69 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Preprocessed messages n services offered: -batch consultation -automatic communication of messages

70. 70 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) ONSS INAMI Employer Employees Sickness funds Control Contribution certificate health care sector – past situation

71. 71 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) INAMI Control KSZ-BCSS ONSS Employer Employees Sickness funds Contribution certificate health care sector - present situation

72. 72 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Derived rights in tax affairs n a number of people are entitled to an increased refund of the costs for medical care n moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes

73. 73 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Sickness fund Derived rights in tax affairs - past situation

74. 74 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) CBSS sickness funds network Derived rights in tax affairs - present situation

75. 75 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 242.476.481 of exchanged messages in 2002 110100100010000100000100000010000000 100000000 Database on wages and working time 63.566.469 National Register / Crossroads Bank Register 59.242.296 Number of exchanged messages DIMONA (immediate declaration of employment) 45.947.874 Contribution certificates 13.655.104 Fiscal exemption 10.949.492 Increase Reference Directory 8.183.178 Special contribution 7.091.010 Unemployed persons / persons in career break 6.059.158 Tax reduction / exemption 5.532.952 OASIS 5.441.466 Social exemption 3.875.656 Nominal control cards 3.396.698 Incapacity for work 2.623.667 Deductions on pensions 2.260.265 Preventive breast screening 1.170.195 Consultation directory of persons 1.063.683 SIS / SAM cards 880.357 Young unemployed 355.312 Automatical pension application 262.172 Long-term illness 215.624 Flemish care insurance 174.918 Self-employed 164.267 Public transport pass 113.494 Guaranteed income 77.049 Migrant workers 55.739 VMM 45.072 Handicapped 37.314 Certificates Dioxin 5.048

76. 76 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Some figures n 14,9 million different persons known in person directory n on an average, every person is known in 5,61 sectors n response time on-line messages: question CBSS question answer 94,1 % in < 1 sec 99,6 % in < 2 sec 99,3 % in < 4 sec

77. 77 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security card name Christian name date of birth sex social security number period of validity of the card card number sickness fund sickness fund registration number insurance period insurance status social exemption status other data to be added in the future, if useful key 1 key 2

78. 78 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security card - example 1 Social identity card Decryption card CBSS in chemistries and hospitals Sickness fund 3 Sickness fund 1 Sickness fund 2 CIN

79. 79 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security card - example 2 ONSS EMPLOYER CBSS

80. 80 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Interoperability outside social security Backbone Internet FW R R FedMAN R R R R FW R R Access servers Internet services R R FW R R R R R Crossroads bank for social security FW R R Other extranets Publilink

81. 81 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security portal

82. 82 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Integrated service delivery n common basic services (e.g. single sign on, notification n information n 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 -...

83. 83 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Integrated service delivery (ctd) n harmonized concepts n harmonized data model and XML-schemes n self-service and personalization n customer relation management n contact center

84. 84 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Work force register Data- base Special work force register Indivudual document Students contract Inspection Employment contract Simplification On line consultation ONSS Work force register Transactions at beginning/end of employment

85. 85 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Immediate declaration of employment n can only be done electronically via -social security portal -FTP/MQSeries -interbanking network -vocal server n 24/7 n 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

86. 86 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Quarterly declaration wages & working time ONSS ONPONVA Employer old age pension holiday pay CBSS ONEMINAMI ONAFTS FATFMP Simplification Activiteit 3 Activiteit 2 Activiteit 1 one electronic declaration

87. 87 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Quarterly declaration wages & working time n can only be done electronically via -social security portal -FTP/MQSeries -interbanking network n 24/7 n can, by using an electronic certificate -be consulted and corrected on-line by the employer -concerning his employees and the period of employment

88. 88 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronical declaration of social risks n past situation: multiple collection of information by using various, complex, not co-ordinated paper forms

89. 89 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronical declaration of social risks n 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

90. 90 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Time frame n operational -DIMONA and on-line consultation of work force register -declaration of temporary employment of foreign employees in Belgium -electronical declaration of temporary unemployment -electronical declaration of building yards -on-line consultation of overdue payments of social security contributions by an employer -electronical declaration of beginning of part-time job -electronical declaration of accident at work -documentation, instructions, test cases and XML-schemes concerning transactions that will be available during the next 2 years

91. 91 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Time frame n april 2003 -multifunctional declaration of wages and working time data n end 2003 -electronical application for temporary removal from work of a pregnant employee -electronical declaration of resumption of work after an accident at work -electronical application for allowances in case of incapacity of work -electronical declaration of resumption of work after a period of incapacity of work n end 2004 -electronical application for unemployment benefits -electronical application in case of pre-pension scheme (early retirement)

92. 92 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Towards a network of service integrators Internet Extranet region or community Extranet region or community Extranet social security Extranet social security Services repository SSI FPS Services repository FedMAN FPS R/CPS Services repository Publilink Municipality Province Municipality Services repository Service integrator (BCSS) Service integrator (FEDICT) Service integrator

93. 93 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Towards a network of service integrators n type of exchanged information -structured data -documents -images -multimedia -metadata -business processes n using web services

94. 94 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Towards a network of service integrators n 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

95. 95 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Towards a network of service integrators n 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

96. 96 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites: actual situation customers citizens companies suppliers partners employees intermediaries PORTAL A single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications business intelligence content management directory PORTAL B single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications content management business intelligence directory

97. 97 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites (ctd) n need to strike the right balance between roles in delivering e-government services: not a single, but many one-stop shops (public and private) Government ASP’s Leading portals Local service providers Banks Associations … Government own portals Government-hosted community sites Content and Services PublicPrivate Public Channel PPP Source: Andrea Di Maio - Gartner

98. 98 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites (ctd) n 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, don’t rewrite) that can be submitted to automatical re-indexation -transactions applications that can be easily integrated in private or public portal sites

99. 99 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites (ctd) n 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 …

100. 100 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites: to be situation customers citizens companies suppliers partners employees intermediaries PORTAL B single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications content management business intelligence PORTAL A single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications business intelligence content management directory

101. 101 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites (ctd) n 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

102. 102 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Critical success factors n 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 n support of and access to policymakers at the highest level n co-operation between all actors concerned based on repartition of tasks rather than centralization of tasks n quick wins combined with long term vision n focus on more efficient and effective service delivery rather than on the fight against fraud n respect for legal repartition of competences between actors n legal framework n creation of an institution that stimulates and co-ordinates

103. 103 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Most important barriers n privacy and security n 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 n complexity of BPR in a government environment n race for quick wins (cf surveymania) doesn’t stimulate development of well conceived systems based on re- engineering

104. 104 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Most important barriers n 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 n in the public sector, there is typically no financial margin of value to be added by innovation n intermediaries often perceive e-government as a threat n skills and knowledge

105. 105 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Most important barriers n 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

106. 106 10/02/2003 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) More info n Crossroads Bank for Social Security www.ksz.fgov.be n FEDICT www.fedict.be n portal sites -federal portal: www.belgium.bewww.belgium.be -social security portal: www.socialsecurity.bewww.socialsecurity.be

107. Th@nk you ! Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT)