1. E-government in the Belgian social sector, co-ordinated by the Crossroads Bank for Social Security Frank Robben General manager Crossroads Bank for Social Security General manager Smals Sint-Pieterssteenweg 375 B-1040 Brussels E-mail: Frank.Robben@ksz.fgov.beFrank.Robben@ksz.fgov.be Website CBSS: www.ksz.fgov.bewww.ksz.fgov.be Personal website: www.law.kuleuven.ac.be/icri/frobbenwww.law.kuleuven.ac.be/icri/frobben Crossroads Bank for Social Security

2. 2 Brussels, 13th September 2007 Structure of the presentation n actors in the Belgian social sector n the problem n expectations of citizens and companies n the solution within the social sector n the solution beyond the social sector: towards a network of service integrators n basic principles n service oriented architecture n advantages n critical success factors

3. 3 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Actors in the Belgian social sector n about 2,000 public and private institutions at several levels (federal, regional, local) dealing with -collection of social security contributions -delivery of social security benefits child benefits unemployment benefits benefits in case of incapacity for work re-imbursement of health care costs holiday pay old age pensions guaranteed minimum income -delivery of supplementary social benefits -delivery of supplementary benefits based on the social security status of a person

4. 4 Crossroads Bank for Social SecurityBrussels, 13th September 2007 The problem n a lack of well coordinated service delivery processes and of a lack of well coordinated information management led to -a huge avoidable administrative burden and related costs for the companies the citizens the actors in the social sector -service delivery that didn’t meet the expectations of the companies and the citizens -suboptimal effectiveness of the social protection -higher possibilities of fraud -suboptimal support of the social policy

5. 5 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Expectations of citizens and companies n integrated services -attuned to their concrete situation, and personalized when possible -delivered at the occasion of events that occur during their life cycle (birth, going to school, starting to work, move, illness, retirement, decease, starting up a company, …) -across government levels, public services and private bodies n attuned to their own processes n with minimal costs and minimal administrative burden n if possible, granted automatically n well performing and user-friendly n reliable, secure and permanently available n accessible via a channel chosen by the user (direct contact, phone, electronic devices, …) n sufficient privacy protection

6. 6 Crossroads Bank for Social SecurityBrussels, 13th September 2007 The solution n a network between all 2,000 social sector actors with a secure connection to the internet, the federal MAN, regional extranets, extranets between local authorities and the Belgian interbanking network n a unique identification key -for every citizen, electronically readable from an electronic social security card and an electronic identity card -for every company n 190 electronic services for mutual information exchange amongst actors in the social sector, defined after process optimization -nearly all direct or indirect (via citizens or companies) paper-based information exchange between actors in the social sector has been abolished -in 2006 511 million electronic messages were exchanged amongst actors in the social sector, which saved as many paper exchanges

7. 7 Crossroads Bank for Social SecurityBrussels, 13th September 2007 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

8. 8 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Electronic identity card

9. 9 Crossroads Bank for Social SecurityBrussels, 13th September 2007 NOSS INAMI Employer Employees Sickness funds Control Contribution certificate health care sector – past situation

10. 10 Crossroads Bank for Social SecurityBrussels, 13th September 2007 INAMI Control CBSS NOSS Employer Employees Sickness funds Contribution certificate health care sector – present situation

11. 11 Crossroads Bank for Social SecurityBrussels, 13th September 2007 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

12. 12 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Sickness fund Derived rights in tax affairs - past situation

13. 13 Crossroads Bank for Social SecurityBrussels, 13th September 2007 CBSS sickness funds network Derived rights in tax affairs - present situation

14. 14 Crossroads Bank for Social SecurityBrussels, 13th September 2007 The solution n 41 electronic services for employers, either based on the electronic exchange of structured messages or via an integrated portal site -50 social security declaration forms for employers have been abolished -in the remaining 30 (electronic) declaration forms the number of headings has on average been reduced to a third of the previous number -declarations are limited to 3 events immediate declaration of recruitment and discharge (only electronically) quarterly declaration of salary and working time (only electronically) occurence of a social risk (electronically or on paper) -in 2006 17.9 million electronic declarations were made by all 220,000 employers, 98 % of which from application to application -according to a study of the Belgian Planning Bureau, rationalization of the information exchange processes between the employers and the social sector implies an annual saving of administrative costs of more than 1 billion € a year for the companies

15. 15 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Work force register Data- base Special work force register Individual document Students contract Inspection Employment contract Simplification On line consultation NOSS Work force register Start/end of an employment relationship

16. 16 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Quarterly declaration salary & working time NOSS ONP ONVA Employer old age pension holiday pay ONEM INAMI ONAFTS FAT FMP Simplification Activity 3 Activity 2 Activity 1 one electronic declaration CBSS

17. 17 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Declaration of social risks n types of social risks -child allowances -incapacity for work ((labour) accident, (occupational) disease, …) -unemployment -old age pension n 3 possible moments of declaration -start of the social risk -recurrence or continuation of the social risk -end of the social risk n structure of the declaration -identification data -if necessary, salary and working time data not yet declared via a quarterly declaration (mini-declaration) -specific data concerning the social risk

18. 18 Crossroads Bank for Social SecurityBrussels, 13th September 2007 The solution n electronic services for citizens -maximal automatic granting of services based on electronic information exchange between actors in the social sector -4 electronic services via an integrated portal 2 services to apply for social benefits 2 services for consultation of social benefits -about 30 new electronic services are foreseen n an integrated portal site containing -electronic transactions for citizens and employers -information about the entire social security system -harmonized instructions and information model relating to all electronic transactions -a personal page for each citizen and each company n an integrated multimodal contact centre supported by a customer relationship management tool

19. 19 Crossroads Bank for Social SecurityBrussels, 13th September 2007 The solution n coordination by the Crossroads Bank for Social Security -board of directors consists of representatives of the companies, the citizens and the actors in the social sector -mission definition of the vision and the strategy on E-government in the social sector and of the common principles related to information management definition, implementation and management of an interoperability framework secure messaging of several types of information (structured data, documents, images, metadata, …) with business logic and orchestration support coordination of business process reengineering stimulation of service oriented applications management of a reference directory for –preventive control on the legitimacy of the information exchange –organisation of the routing of information –automatic communication of changes of information

20. 20 Crossroads Bank for Social SecurityBrussels, 13th September 2007 The solution n reference directory -directory of available services/information which information/services are available at any institution depending on the capacity in which a person/company is registered at each institution -directory of authorized users and applications list of users and applications definition of authentication means and rules definition of authorization profiles: which kind of information/service can be accessed, in what situation and for what period of time depending on in which capacity the person/company is registered with the actor that accesses the information/service -directory of data subjects which persons/companies have personal files in which institutions for which periods of time, and in which capacity they are registered -subscription table which users/applications want to automatically receive what services in which situations for which persons/companies in which capacity

21. 21 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Towards a network of service integrators Internet Extranet region or commmunity Extranet region or commmunity FEDMAN Services repository FPS ASS Services repository Extranet social sector ASS RPS Services repository VPN, Publi- link, VERA, … City Province Municipality Services repository Service integrator (FEDICT) Service integrator (CBSS) Service integrator (Corve, Easi-Wal, …)

22. 22 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Basic principles n information modelling n unique collection of re-use of information n management of information n electronic exchange of information n protection of information

23. 23 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Information modelling n information is being modelled in such a way that the model fits in as closely as possible with the real world n information modelling takes as much account as possible of anticipated use of information n the information model can be flexibly extended or adapted when the real world or the use of the information changes

24. 24 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Unique collection and re-use of information n information is only collected for well-defined purposes and is targeted to meet the requirements of these purposes n all information is collected once, from as near to the authentic source as possible n information is collected according to the information model and following uniform guidelines n with the possibility of quality control by the supplier before the transmission of the information n the collected information is validated once according to established task sharing criteria, by the institution that is most entitled to it or by the institution which has the greatest interest in correctly validating it n it is then shared and re-used by authorized users

25. 25 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Management of information n a task sharing model is established indicating which institution stores which information as an authentic source, manages the information and maintains it at the disposal of the authorized users n information is stored according to the information model n information can be flexibly assembled according to ever changing legal concepts n every institution has to report probable errors of information to the institution that is designated to validate the information n every institution that has to validate information according to the agreed task sharing model, has to examine the reported probable errors, to correct them when necessary and to communicate the correct information to every known interested institution n information is only 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

26. 26 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Electronic exchange of information n once collected and validated, information is stored, managed and exchanged electronically to avoid transcribing and re-entering it manually n 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 (CBSS as service integrator) n electronic information exchanges take place on the base of a functional and technical interoperability framework that evolves permanently but gradually according to open market standards, and is independent from the methods of information exchange n available information is used for -the automatic granting of benefits -prefilling when collecting information -information delivery to the interested parties

27. 27 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Protection of information n security, integrity and confidentiality of government information is ensured by integrating ICT measures with structural, organizational, physical, personnel screening and other security measures according to agreed policies n personal information is only used for purposes compatible with the purposes of the collection of the information n personal information is only accessible to authorized institutions and users according to business needs, legislative or policy requirements n the access authorization to personal information is granted by an independent institution, designated by Parliament, after having checked whether the access conditions are met n the access authorizations are public

28. 28 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Protection of information n every actual electronic exchange of personal information is preventively checked on compliance with the existing access authorizations by an independent institution managing the interoperability framework n every actual electronic exchange of personal information is logged, to be able to trace possible abuse afterwards n every time information is used to take a decision, the information used is communicated to the person concerned together with the decision n every person has right to access and correct his/her own personal data

29. 29 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Service Oriented Architecture (SOA) “Service Oriented Architecture (SOA) is a paradigm for organizing and utilizing distributed capabilities that may be under the control of different ownership domains. It provides a uniform means to offer, discover, interact with and use capabilities to produce desired effects consistent with measurable preconditions and expectations. Enterprise architects believe that SOA can help businesses respond more quickly and cost-effectively to the changing market conditions. This style of architecture promotes reuse at the macro (service) level rather than micro levels (eg. objects). It also makes interconnection of existing IT assets trivial.” (OASIS Reference Group)

30. 30 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Why a Service Oriented Architecture ? n need for -cooperation and process coordination between 2,000 actors in the social sector > 220,000 employers > 10,000,000 citizens -respecting their autonomy and legal allocation of competences  SOA offers the possibility to develop processes across actors based on loosely coupled cooperation between actors based on open standards

31. 31 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Why a Service Oriented Architecture ? n need for re-use of ICT-assets -cost control -ability to support partners  SOA offers the possibility to develop multifunctional basic and business services that can be re-used by all interested actors n need for quick adaptation to an ever changing societal and legal environment  SOA offers the possibility to adapt, replace or add services without effect on other services to develop new applications based on the re-use of existing services

32. 32 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Concrete implementation

33. 33 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Concrete implementation: multifunctional basic services user & access mgt trans- for- mation ticke- ting routing deci- sion rules orches- tration state machine loggin g

34. 34 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Example of a basic service: user and access management n identification of physical and legal persons -unique social identification number for physical persons -unique company number for companies n authentication of the identity of physical persons -electronic identity card -user id – password – token n management and verification of characteristics (e.g. a capacity, a function, a professional qualification) of persons n management and verification of mandates between a legal or physical person to whom an electronic transaction relates and the person carrying out that transaction n management and verification of authorizations

35. 35 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Policy Enforcement Model User Policy Enforcement (PEP) Application Policy Decision (PDP) Action on application Decision request Decision reply Action on application PERMITTED Policy Information (PIP) Information request/ reply Policy Administration (PAP) Policy retrieval Authentic source Policy Information (PIP) Information request/ reply Policy repository Action on application DENIED Manager Policy management Authentic source

36. 36 Crossroads Bank for Social SecurityBrussels, 13th September 2007 APPLICATIONS AuthorisationAuthen- tication PEP Role Mapper USER PAP ‘’Kephas’’ Role Mapper DB PDP Role Provider PIP Attribute Provider Role Provider DB UMAF PIP Attribute Provider DB XYZ WebApp XYZ APPLICATIONS AuthorisationAuthen- tication PEP Role Mapper USER WebApp XYZ PIP Attribute Provider PAP ‘’Kephas’’ Role Mapper DB PDP Role Provider Role Provider DB Management VAS PIP Attribute Provider DB XYZ PIP Attribute Provider DB Gerechts- deurwaar- ders PIP Attribute Provider DB Mandaten Be-Health APPLICATIONS AuthorisationAuthen- tication PEP Role Mapper USER PAP ‘’Kephas’’ Provider DB Mandaten Social sector (CBSS) Non social FPS (Fedict) Management VAS DB XYZ Policy Enforcement Model

37. 37 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Advantages n gains in efficiency -in terms of cost: services are delivered at a lower total cost due to a unique information collection using a common information model and administrative instructions a lesser need to re-encoding of information by stimulating electronic information exchange a drastic reduction of the number of contacts between actors in the social sector on the one hand and companies or citizens on the other functional task sharing concerning information management, information validation and application development a minimal administrative burden -in terms of quantity: more services are delivered services are available at any time, from anywhere and from several devices services are delivered in an integrated way according to the logic of the customer -in terms of speed: the services are delivered in less time benefits can be allocated quicker because information is available faster waiting and travel time is reduced companies and citizens can directly interact with the competent actors in the social sector with real time feedback

38. 38 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Advantages n gains in effectiveness: better social protection -in terms of quality: same services at same total cost in same time, but to a higher quality standard -in terms of type of services: new types of services, e.g. push system: automated granting of benefits active search of non-take-up using datawarehousing techniques controlled management of own personal information personalized simulation environments n better support of social policy n more efficient combating of fraud

39. 39 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Critical success factors n common vision on electronic service delivery amongst all actors n support of and access to policymakers at the highest level n trust of all stakeholders, especially partners and intermediairies n electronic service delivery as a structural reform process -process re-engineering within and across actors -back-office integration for unique information collection, re-use of information and automatic granting of services -integrated and personalized front-office service delivery n focus on more efficient and effective service delivery and on cost control n reasoning in terms of added value for citizens and companies rather than in terms of legal competences n respect for legal allocation of competences between actors n co-operation between all actors concerned based on distribution of tasks rather than centralization of tasks

40. 40 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Critical success factors n appropriate balance between efficiency on the one hand and privacy and security on the other n quick wins combined with long term vision n technical and semantic interoperability n legal framework n adaptability to an ever changing societal and legal environment n creation of an institution that stimulates, co-ordinates and assures a sound program and project management n availability of skills and knowledge n sufficient financial means for innovation n service oriented architecture (SOA)

41. 41 Crossroads Bank for Social SecurityBrussels, 13th September 2007 Critical success factors 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

42. 42 Crossroads Bank for Social SecurityBrussels, 13th September 2007 United Nations Public Service Award

43. 43 Crossroads Bank for Social SecurityBrussels, 13th September 2007 More information n website Crossroads Bank for Social Security -http://www.ksz.fgov.behttp://www.ksz.fgov.be n personal website Frank Robben -http://www.law.kuleuven.ac.be/icri/frobbenhttp://www.law.kuleuven.ac.be/icri/frobben n social security portal -https://www.socialsecurity.behttps://www.socialsecurity.be

44. Th@nk you ! Any questions ? Crossroads Bank for Social Security