Citizen Centric Public Service Delivery: the Belgian approach TAIEX Multi-country seminar on eGovernment - April 27 th, 2010 Session: Putting public services on line Frank LEYMAN © fedict All rights reserved

Citizen Centricity 05/05/2009 | Bruxelles COMMON BACK- OFFICE COMMON PROCESS FLOW COMMON KEY MODULES E- APPLICA TIONS TOOLS Mandates Attributes Delegation Roles

ONE COMMON BACK-OFFICE © fedict All rights reserved

SECURITY LAYER … Ministry A Ministry B Ministry C Ministry Z FEDMAN Federal Service Bus National Portal Website Building Blocks © fedict All rights reserved

ONE UNIQUE ELECTRONIC KEY: THE BELGIAN eID © fedict All rights reserved

Electronic identity card (eID)  Children <12 years old  Foreign residents  Belgian citizens >12 years old © fedict All rights reserved

LOTS OF e-APPLICATIONS © fedict All rights reserved

Lots of applications of the eID card student cards Healthcare e-commerce Driver’s license Proof of membership SSO, etc. Home banking © fedict All rights reserved

What can we do with the eID today?  Federal e-gov applications : Social Security: declaring employees status Mobility: requesting car license plates Online consultation of your National Register file ( VPN (teleworking) Online tax declaration e-notary: signing and deposit of purchase acts e-procurement e-invoicing for public sector etc. © fedict All rights reserved

 Regional applications: Flemish Parliament: submitting and electronically signing decrees, questions and resolutions Academy of Fine Arts Flemish Region: enrolment via eID Vlaamse Huisvestingsmaatschappij: enrolment via eID What can we do with the eID today? © fedict All rights reserved

What can we do with the eID today?  e-loket: Requesting certificates (vb. marriage, birth,...) Requesting change of address etc.  School enrolments  Enrolment/access to libriaries  Access to swimming pools  Access to container parks  Electronic declaration of death  etc.  Local applications: © fedict All rights reserved

Lots of TOOLS at your disposal © fedict All rights reserved

Quick Install 1. Install the eID software 2. Connect the card reader to the computer 3. Consult your data © fedict All rights reserved

05/05/2009 | Bruxelles Direct access to more than 70 on-line transactions

eID Middleware Reading of the data – Certificates - Card & PIN © fedict All rights reserved

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A website to verify whether Belgian identity documents are valid or not: passport identity card residence permit with chip Registration the first time Sources authentiques © fedict All rights reserved

Fiscality © fedict All rights reserved

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Lots of MODULES at your disposal © fedict All rights reserved

MODULES FAS: Federal Authentication Service via eID e-LOKET: Tool to allow municipalities to offer electronic services to its citizen in a secure way e-DEPOT: Service to allow notaries to faster register acts PersonService: Webservice to allow fast query about physical persons in the public registers DIGIFLOW: User interface the Public Sector uses to get access to the FSB IAM: Identity and Access Management MAGMA: Delegation of powers between two legal entities in order to allow the second to operate on-line transactions in the name of the first (accountants, social reprenstatives,...) e-PAYMENT: Service package to allow public authorities to introduce electronic transactions 05/05/2009 | Bruxelles

Standard usage Standard Process Flows © fedict All rights reserved

Standard approach 05/05/2009 | Bruxelles WEB FSB FEDMAN network Authentic Sources

Example1: citizen files a complaint “theft” 05/05/2009 | Bruxelles e-FORM FAS FSB Police Ticket # Push e-LOKET

Future developments © fedict All rights reserved

Identity and Access Management 05/05/2009 | Bruxelles IDENTITY NAME DATE of BIRTH PLACE of BIRTH GENDER ADDRESS NATIONALITY FAMILY STATUS CEO of COMPANY LAWYER FATHER MEMBER OF SERVICE CLUB ACCOUNTANT MEMBER of BOARD SOCIAL SECURITY DRIVING LICENSE

FEDICT FEDICT Fedict IAM as a “Hub” IAM hub SP FEDICT Applications Local repository Attribute collection workflows Authentic Sources USER/ROLE approver SP Application SP Application Authentic Sources USER IDP A National ID Persons IDP A National ID Enterprises EU country IDP’s IDP Social Security

© fedict All rights reserved This is for Belgium, but what about the rest of Europe?

SECURITY LAYER FEDMAN Federal Service Bus National Portal Website … Ministry A Ministry B Ministry C Ministry Z Gateway to EU Region ARegion BRegion CRegion Z Municipality AMunicipality BMunicipality CMunicipality Z … … Country1 Country 2 Country3 Country X … © fedict All rights reserved

EU pilots that work on cross-border interoperability

© fedict All rights reserved CONCLUSION

10 basic ACTIONS to get there… 1. Get national political consensus to go ahead 2. Create legal framework 3. Clean your “authentic sources” => eID 4. Build your overall back-office 5. Interconnexion layer 6. Communication layer 7. Create “rules of the game” (Proportionality & finality) 8. Create tools for users and developpers 9. Invest in recurrent communication & education 10. Connect with the rest of the world dd month yyyy | Brussels

© fedict All rights reserved you! FRANK LEYMAN Manager International Relations Maria-Theresiastraat 1/3 Bruxelles 1000 Brussel TEL FAX