A model for multi-actor collaboration for an effective and efficient social protection system Frank Robben & Jean-Marc Vandenbergh Crossroads Bank for Social Security (CBSS) Belgium ISSA Regional Social Security Forum for Europe 14–16 May 2019 | Baku, Azerbaijan

Summary of the good practice (1/2) thanks to a huge business process re-engineering between 3.000 actors in the Belgian social sector a maximum number of social benefits and subsidiary rights are automatically granted without citizens or their employers having to make declarations anymore the administrative burden for citizens and companies has been drastically reduced based on a common and concerted vision, the actors in the Belgian social sector benefit from the new technologies to improve and re-organize radically their mutual relationships and processes

Summary of the good practice (2/2) the electronic data exchange amongst the actors in the social sector and between those actors and the companies and citizens takes place by way of an integrated functional and technical interoperability platform which complies with strict security standards and is based on modern technologies such as service and object orientation component-based development multi-channel service provision open standards reutilization cloud computing ICT synergies within social security institutions

Challenges addressed and main objectives (1/2) effective social protection promoting social inclusion, a.o. by automatically granting benefits integrated services across government levels, public services and private bodies delivered at key life events (birth, going to school, starting to work, moving, illness, retirement, starting up a company…) addressing citizens’ individual situation, personalized and user oriented

Challenges addressed and main objectives (2/2) self-service, multichannel, user friendly (online, mobile…) minimal costs and minimal administrative burden for all parties involved reliable, secure and permanently available services protecting users’ privacy appropriate policy support avoiding and fighting against fraud

Innovative approaches and measures taken (1/2) secure network for electronic information exchange between all 3,000 social sector actors, employers and citizens process optimization resulting in electronic services form application to application, for all 3.000 social sector actors, employers and citizens unique identification key for every citizen and company clear assignments in and outside the social security sector on data collection, validation, information management and electronic storage in authentic data sources data warehouse with statistical information on social security and labour market

Innovative approaches and measures taken (2/2) integrated portal website (www.socialsecurity.be) containing electronic transactions for citizens, employers and professionals simulation environments information about the social security system a harmonized information model and instructions a personalized view for each citizen, company and professional use of online as a preferred channel for communicating with citizens, including personalized electronic transactions (www.socialsecurity.be/citizen) such as student@work, interim@work, horeca@work. multimodal contact centre and CRM tool for end user support

Impact and evaluation of results saving > 1 billion EUR annually for employers turning 800 paper forms into 220 electronic processes > 1,1 billion electronic messages are exchanged annually between social security actors => all direct or indirect paper-based information exchanges between social security actors have (nearly) been abolished 50 social security declaration forms for employers have been abolished; 30 remaining declaration forms went fully electronic while reducing the number of fields to one third 220,000 employers make >25,000,000 electronic declarations annually, 98 % of which fully automated, directly from their internal HR applications

Impact and evaluation of results: efficiency gains services are delivered at a lower total cost, due to single information collection, common information model & administrative instructions electronic information exchange instead of re-encoding functional task sharing on information management, data validation and application development less administrative burden more services are delivered: available anytime, anywhere on several devices, with integrated delivery following the users’ logic services are delivered faster: benefits are allocated sooner as information is available faster, with less waiting and travel time, and direct interaction with real-time feedback between users and social security institutions

Impact and evaluation of results: effectiveness gains higher service quality standard at equal cost, in equal time new types of services automation of benefit grants active take-up monitoring using data warehousing personalized information management better policy support increased capability for fighting social fraud better inclusion through automatic grants of conditional benefits

Conclusion and lessons learnt (1/5) common vision, trust and co-operation common vision on electronic service delivery, information management and information security between all stakeholders long term vision combined with continuous delivery of new services trust of all stakeholders based on mutual respect, mutual agreement, transparency support of and access to policymakers at the highest level focus on more efficient and effective service delivery and on cost control reasoning in terms of added value for citizens and companies rather than in terms of legal competences respect for legal segregation of competences between actors co-operation based on task sharing, rather than centralization continuous detection of synergy opportunities

Conclusion and lessons learnt (2/5) appropriate corporate culture from hierarchy to participation, communities and team work meeting the needs of the customer, not the government or the social security institutions empowering rather than serving rewarding entrepreneurship ex post evaluation on output, not ex ante control of every input appropriate balance between efficiency on the one hand and information security and privacy protection on the other adaptability to an ever changing societal and legal environment sufficient financial means for permanent change and innovation: agreed possibility to re-invest efficiency gains in innovation

Conclusion and lessons learnt (3/5) solid ICT architecture and permanent innovation service oriented architecture common hybrid cloud services for all actors, combining public cloud, for non sensitive information and applications with a community cloud designed and managed by the public sector initiative of all actors to share ICT infrastructure, platforms, applications and expertise in order to reduce costs, increase reliability and speed up time to market technology watch latest subjects of investigation are blockchain , chatboxes, artificial intelligence in the social sector CBSS follows the evolution of laws and the politics in the fields of social security, new technologies, and cyber security, and is recognized as pioneer in law making on new technologies and in implementing new projects based on these technologies

Conclusion and lessons learnt (4/5) avoiding loss of confidence due to information security incidents security, availability, integrity and confidentiality of information is ensured by integrated structural, institutional, organizational, legal (GDPR), HR, technical and other security measures according to agreed policies access authorization to personal information is granted by an independent Information Security Comittee, designated by Parliament, after having checked whether the access conditions are met the access authorizations are public every actual electronic exchange of personal information has to pass an independent trusted third party (TTP) and is preventively checked on compliance with the existing access authorizations by that TTP every actual electronic exchange of personal information is logged, to be able to trace possible abuse afterwards

Conclusion and lessons learnt (5/5) designating an institution that acts as a driving force is useful multidisciplinary approach business process re-engineering within and across actors enabling all social security actors to use and offer effective and efficient electronic services in the best conditions being a mediator and enabler setting out a long term roadmap for e-services proactively looking for opportunities in technology and innovation to benefit citizens and enterprises ensuring continuous delivery of shared ICT services and the retention of crucial skills program and project management co-operative governance

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