National Infrastructure – Citizen’s Account

National Infrastructure – The Vision Jim Kinney Director of Operational Services Improvement Service © Sopra Newell & Budge, 27 March 2017, Page 2

Some Historic Issues – Service Provision 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? © Sopra Newell & Budge, 27 March 2017, Page 3

Some Historic Issues - The WWW ‘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 © Sopra Newell & Budge, 27 March 2017, Page 4

The Challenge 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 © Sopra Newell & Budge, 27 March 2017, Page 5

Our Strengths Strong culture of public service delivery in Scotland Public Service employees, and increasingly customers, familiar with technology Bottom Line: There are efficiency savings that can be redirected to frontline services Ministers keen to redesign structures around customer needs Local organisational and political structures want to take up this challenge © Sopra Newell & Budge, 27 March 2017, Page 6

Our Solution – Work in Progress Create a Citizen’s Account with government Coupled with a Citizen’s 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, 27 March 2017, Page 7

Citizen Account – Work in Progress © Sopra Newell & Budge, 27 March 2017, Page 8

National Infrastructure – Realising the Vision Mike Futcher Relationship Manager Sopra Newell & Budge © Sopra Newell & Budge, 27 March 2017, Page 9

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, 27 March 2017, Page 10

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 citizen’s account can be securely transmitted to the public sector bodies that deliver services to that citizen. © Sopra Newell & Budge, 27 March 2017, Page 11

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, 27 March 2017, Page 12

Architecture - Citizen’s Account The core infrastructure will hold lookup and cross reference data only. Service specific information is held at the authority Registration & Enrolment Creation of a Citizen’s Account Voluntary registration for a National Entitlement Card Authentication & Authorisation Provision of authentication service to Local Authorities Return of authorisation level for the citizen account XML messaging services for support of the life event model that will connect multiple agencies Definitive National Address Gazetteer - Aggregates 32 LA CAGs © Sopra Newell & Budge, 27 March 2017, Page 13

Architecture - National Infrastructure System comprises two related infrastructures Interactive, real time infrastructure to support Creation of a Citizen’s Account (aka Registration and Enrolment (R&E) Authorisation and Authentication (A&A) of a Citizen after the account has been created. Set of asynchronous XML messaging services for support of the event model Solution designed around Oracle eBusiness Suite & Oracle Customer Data Hub Core database built on best of breed Oracle relational database Incorporates Identity Management solution to increase security of distributed solution - PKI technology Designed for high availability and scale-ability using Oracle Real Application Cluster Real time infrastructure delivered in various configurations to suit current authority infrastructure and skill sets Deliverable as PKI secured web service Deliverable as HTML page component (frame or DIV) within existing portal Each configuration has its own system design implications, security requirements and constraints © Sopra Newell & Budge, 27 March 2017, Page 14

Citizen’s Account - Registration & Enrolment Core JSP © Sopra Newell & Budge, 27 March 2017, Page 15

Citizen’s Account – L.A. Functions Privileged Function Support Registration of a citizen by an Agent Activation of an account by searching for a previously registered citizen & recording details of photographic identification & address (utility bills) (NB not by storing copies) leading to authorization to LA on-line back-office services Registration for an Entitlement Card – upload details & photograph © Sopra Newell & Budge, 27 March 2017, Page 16

Citizen’s 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 Support Registration of a citizen by an Agent Activation of an account by searching for a previously registered citizen & recording details of photographic identification & address (utility bills) (NB not by storing copies) leading to authorization to LA on-line back-office services Registration for an Entitlement Card – upload details & photograph © Sopra Newell & Budge, 27 March 2017, Page 17

National Infrastructure - Challenges Accommodating the Stakeholders Readiness to connect Applications & Process Infrastructure (platform & network) Security Application, infrastructure and management policies © Sopra Newell & Budge, 27 March 2017, Page 18

National Infrastructure - Challenges Governance Core Project Multiple Stakeholders 10 concurrent LA projects Policy Existing Investments Convergent Programmes © Sopra Newell & Budge, 27 March 2017, Page 19

Conclusion Vision Delivering the 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 © Sopra Newell & Budge, 27 March 2017, Page 20

Thank you