eGovernment in the Belgian social sector, co-ordinated by the Crossroads Bank for Social Security Frank Robben General manager Crossroads Bank for Social Security CEO Smals Sint-Pieterssteenweg 375 B-1040 Brussels Website CBSS: Personal website: Crossroads Bank for Social Security - Belgium

2 Brussels - Buenos Aires, 3th December 2007 Structure of the presentation n mission and objectives of the Crossroads Bank -stakeholders of the Belgian social sector -the problem and the expectations of the stakeholders -the implemented solution -the critical success factors and the possible obstacles -the advantages n organization of information management and information security -common vision on information management and on information exchange -common vision on information security and on privacy protection -the organization of the network -information available in the network -service oriented architecture -concrete implementation of information security n institutional structure and financing of the Crossroads Bank -cooperative governance -adequate management and control techniques -financing principles n annex: further projects

3 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Stakeholders of the Belgian social sector n > 10,000,000 citizens n > 220,000 employers n about 2,000 public and private institutions (actors) 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 benefits for the disabled 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 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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 citizens the employers/companies the actors in the social sector -service delivery that didn’t meet the expectations of the citizens and the companies -suboptimal effectiveness of social protection -insufficient social inclusion -too high possibilities of fraud -suboptimal support of social policy

5 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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 with active participation of the user (self service) 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 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The solution – concrete results and impact 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 an agreed division of tasks between the actors within and outside the social sector with regard to collection, validation and management of information and with regard to electronic storage of information in authentic sources

7 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The solution – concrete results and impact 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 n electronic services for citizens -maximal automatic granting of benefits 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

8 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The solution – concrete results and impact 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 4 events immediate declaration of recruitment (only electronically) immediate declaration of discharge (only electronically) quarterly declaration of salary and working time (only electronically) occurence of a social risk (electronically or on paper) -in million electronic declarations were made by all 220,000 employers, 98 % of which from application to application

9 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The solution – concrete results and impact n an integrated portal site containing -electronic transactions for citizens, employers and professionals -information about the entire social security system -harmonized instructions and information model relating to all electronic transactions -a personal page for each citizen, each company and each professional n an integrated multimodal contact centre supported by a customer relationship management tool

10 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Critical success factors and obstacles n common vision on electronic service delivery, information management and information security amongst all stakeholders n support of and access to policymakers at the highest level n trust of all stakeholders, especially partners and intermediaries, based on -mutual respect -real mutual agreement -transparency 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 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

11 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Critical success factors and obstacles 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 benefits -integrated and personalized front-office service delivery n multidisciplinary approach -process optimization -legal coordination -ICT coordination -information security and privacy protection -change management -communication -coaching and training n lateral thinking when needed

12 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Critical success factors and obstacles n appropriate balance between efficiency on the one hand and information security and privacy protection 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 => creation of an association that hires ICT-specialists at normal market conditions and puts them at the disposal of the actors in the social sector n sufficient financial means for innovation: agreed possibility to re- invest efficiency gains in innovation n service oriented architecture (SOA)

13 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Critical success factors and obstacles 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

14 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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

15 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Advantages n gains in efficiency -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 -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 € (= 4.6 billion Argentina pesos) a year for the companies

16 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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

17 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Structure of the presentation n mission and objectives of the Crossroads Bank -stakeholders of the Belgian social sector -the problem and the expectations of the stakeholders -the implemented solution -the critical success factors and the possible obstacles -the advantages n organization of information management and information security -common vision on information management and on information exchange -common vision on information security and on privacy protection -the organization of the network -information available in the network -service oriented architecture -concrete implementation of information security n institutional structure and financing of the Crossroads Bank -cooperative governance -adequate management and control techniques -financing principles n annex: further projects

18 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Common vision on information management n information is being modelled in such a way that the model fits in as closely as possible with the real world, in order to allow multifunctional use of information n information is collected from citizens and companies only once by the social sector as a whole, via a channel chosen by the citizens and the companies, preferably from application to application, and 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 actor that is most entitled to it or by the actor which has the greatest interest in correctly validating it n a task sharing model is established indicating which actor stores which information as an authentic source, manages the information and maintains it at the disposal of the authorized users

19 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Common vision on information management n information can be flexibly assembled according to ever changing legal concepts n every actor has to report probable errors of information to the actor that is designated to validate the information n every actor 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 actor 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 actor that disposes of information -the actor that needs information -the CBSS that manages the interoperability framework

20 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Common vision on information management 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

21 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Common vision on information security n security, availability, integrity and confidentiality of information is ensured by integrated structural, institutional, organizational, HR, technical 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 actors and users according to business needs, legislative or policy requirements n the access authorization to personal information is granted by an Sectoral Committee of the Privacy Commission, designated by Parliament, after having checked whether the access conditions are met n the access authorizations are public

22 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Common vision on information security n every actual electronic exchange of personal information has to pass an independent trusted third party (basically the CBSS) and is preventively checked on compliance with the existing access authorizations by that trusted third party 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 n every actor in the social sector disposes of an information security officer with an advisory, stimulating, documentary and control task

23 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The network R FW R ONEm End users FW RRR Internet R FedMAN R Isabel … … FW RR CIN Backbone R … ONSS FW R CBSS

24 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The network 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

25 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The reference directory n reference directory -directory of available services/information which information/services are available at any actor depending on the capacity in which a person/company is registered at each actor -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 at which actors for which periods of time, and in which capacity they are registered -subscription table which users/applications want to automatically receive what information/services in which situations for which persons/companies in which capacity

26 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The 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

27 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 The electronic identity card

28 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Distributed information servers n information servers -directory of data subjects at the Crossroads Bank -basic identification data of citizens at the National Register and the complementary Crossroads Bank Register -basic identification data of companies at the Company Register -employers directory (WGR) at the ONSS -work force register at the ONSS -salary and working time database at the ONSS and the ONSSAPL -database of contribution certificates -SIS-card and professional card registers n services offered -interactive consultation -batch consultation -automatic communication of updates

29 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 National Register – CBSS Register Past situation National Register Municipalities

30 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 National Register – CBSS Register Present situation National Register Municipalities

31 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Work force register Data- base Special work force register Individual document Students contract Inspection Employment contract Simplification On line consultation ONSS Work force register Start/end of an employment relationship

32 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Quarterly declaration salary & working time ONSS ONP ONVA Employer old age pension holiday pay ONEM INAMI ONAFTS FAT FMP Simplification Activity 3 Activity 2 Activity 1 one electronic declaration CBSS

33 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Pre-processed messages n pre-processed 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 -benefits in case of career break -benefits in case of incapacity for work ((labour) accident, (occupational) disease) -reimbursement of health care costs -child benefits -old age pensions -holiday pay -benefits for the disabled -guaranteed minimum income – social welfare -derived rights (e.g. tax reduction/exemption, free public transport,...) -migrant workers -…

34 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Pre-processed messages n services offered: -interactive consultation -batch consultation -automatic communication of messages

35 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 ONSS INAMI Employer Employees Sickness funds Control Contribution certificate health care sector Past situation

36 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 INAMI Control CBSS ONSS Employer Employees Sickness funds Contribution certificate health care sector Present situation

37 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Derived rights in tax affairs n a number of people are entitled to an increased refund of the costs for health care n moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes

38 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Sickness fund Derived rights in tax affairs Past situation

39 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 CBSS sickness funds network Derived rights in tax affairs Present situation

40 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Declaration of social risks n types of social risks -child benefits -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

41 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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)

42 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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 (TCP/IP, XML, SOAP, UDDI, WSDL, …)

43 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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

44 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Concrete implementation Basic services Applications Presentation Business services Data

45 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Concrete implementation: multifunctional basic services user & access mgt electroni c signature ticketin g/ receipt transfor -mation … orches- tration logging persona l pages

46 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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

47 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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

48 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 APPLICATIONS AuthorizationAuthen- 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 AuthorizationAuthen- 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 AuthorizationAuthen- tication PEP Role Mapper USER PAP ‘’Kephas’’ Provider DB Mandaten Social sector (CBSS) Non social FPS (Fedict) Management VAS DB XYZ Policy Enforcement Model

49 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 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, CIRB, …)

50 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Information security n structural and institutional measures n organizational and technical measures based on ISO n legal measures

51 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Structural and institutional measures n no central data storage n independent Sectoral Committee of the Privacy Commission n preventive control on the legitimacy of personal data exchange by an independent trusted third party (basically the CBSS) according to the authorizations of the independent Sectoral Committee of the Privacy Commission n information security department at each actor in the social sector n specialized information security service providers n working party on information security

52 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Independent Sectoral Committee of the Privacy Commission n designated by Parliament n competences -supervision of information security -authorizing the information exchange -complaint handling -information security recommendations -extensive investigating powers -annual activity report

53 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Information security department n at each actor in the social sector 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 Sectoral Committee n the Sectoral Committee can allow to commit the task of the information security department to a recognized specialized information security service provider

54 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 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

55 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 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

56 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Specialized information security service providers n to be recognized by the Government n recognition conditions -non-profit association -having information security in the social sector as the one and only activity -respecting the tariff principles determined by the Government n control on independence is performed by the Sectoral Committee n tasks -keeping information security specialists at the disposal of the associated actors -recommending -organizing information security trainings -supporting campaigns promoting information security -external auditing on request of the actor or the Sectoral Committee n each actor can only associate with one specialized information security service provider

57 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Working party on information security n composition -information security officers of all branches of the social sector n task -coordination -communication -proposal of minimal security conditions -check list -recommendations to the Sectoral Committee

58 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Organizational & technical measures n risk assessment n security policies n governance and organization of information security n inventory and classification of information n human resources security n physical and environmental security n management of communication and service processes n processing of personal data n access control n acquisition, development and maintenance of information systems n information security incident management n business continuity management n compliance: internal and external control n communication to the public of the policies concerning security and the protection of privacy

59 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Legal measures n obligations of the data processor -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

60 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Structure of the presentation n mission and objectives of the Crossroads Bank -stakeholders of the Belgian social sector -the problem and the expectations of the stakeholders -the implemented solution -the critical success factors and the possible obstacles -the advantages n organization of information management and information security -common vision on information management and on information exchange -common vision on information security and on privacy protection -the organization of the network -information available in the network -service oriented architecture -concrete implementation of information security n institutional structure and financing of the Crossroads Bank -cooperative governance -adequate management and control techniques -financing principles n annex: further projects

61 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 CBSS as driving force 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 eGovernment in the social sector definition of the common principles related to information management, information security and privacy protection definition, implementation and management of an interoperability framework –technical: secure messaging of several types of information (structured data, documents, images, metadata, …) –semantic: harmonization of concepts and co-ordination of necessary legal changes –business logic and orchestration support coordination of business process reengineering stimulation of service oriented applications driving force of the necessary innovation and change consultancy and coaching

62 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Co-operative governance n CBSS has an innovative model of governance, steering the business process re-engineering with complex interdependencies between all actors involved n Board of Directors of the CBSS -consists of representatives of the stakeholders (employers associations, trade unions, social security institutions, …) -approves the strategic, operational and financial plans of the CBSS n General Coordination Committee with representation of all users acts as debating platform for the elaboration and implementation of eGovernment initiatives within the social sector

63 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Co-operative governance n permanent or ad hoc working groups are instituted within the General Coordination Committee in order to co-ordinate the execution of programs and projects n the chairmen of the various working groups meet regularly as a Steering Committee n besides project planning and follow-up, proper measuring facilities are available to assure permanent monitoring and improvement after the implementation of the electronic services

64 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Adequate management and control techniques n annual priority plan debated with all users within the General Coordination Committee of the CBSS n cost accounting and zero-based budgeting resulting in financial transparency, an informed budget and a good evaluation of the management contract with the Belgian federal government n internal control based on the COSO-methodology (see in order to provide reasonable assurance regarding the achievement of objectives with regard to -effectiveness and efficiency of operations -reliability of financial reporting -compliance with applicable laws and regulations n external audit with regard to the correct functioning of the internal control system

65 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Adequate management and control techniques n program management through the whole social sector n issue management during the management of each program n use of a system of project management combined with a time keeping system to follow up projects that are realized by the CBSS and its partners n frequent reports to all users which describe the progress of the various projects and eventual adjustment measures n use of balanced scorecards and a dashboard to measure, follow-up and evaluate the performance of the electronic services and the CBSS n use of ITIL (see for ICT-service deliverywww.itil-itsm-world.com n use of a coherent set of monitoring techniques to guarantee an optimal control and transparency of the electronic services

66 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Financing principles n annual cost of the CBSS, its network and its services: 25 million € = million Argentina pesos n financed by a withholding on the social security contributions paid by the employers, the employees and the self-employed before the distribution of these contributions to the social security sectors n no direct charge for the actors in the social sector in case of use of the CBSS services -stimulation of the use of the system -no additional accounting and administration costs for the social sector as a whole n charge per electronic message (0.011 € = Argentina peso) exchanged for actors outside the social sector, with possibility of settlement on mutual terms in case of reciprocal information exchange

67 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Internal organization CBSS n internal -80 people -General Management -6 divisions R&D, Legal and External Communication Client, Program, Project and Services Management Application Development and Management ICT Management Information Security and Internal Audit Resources Management (HR, finance, logistics, …) n co-sourced with association owned by the public social security institutions -physical network -some basic services (e.g. portal, contact centre, …)

68 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Structure of the presentation n mission and objectives of the Crossroads Bank -stakeholders of the Belgian social sector -the problem and the expectations of the stakeholders -the implemented solution -the critical success factors and the possible obstacles -the advantages n organization of information management and information security -common vision on information management and on information exchange -common vision on information security and on privacy protection -the organization of the network -information available in the network -service oriented architecture -concrete implementation of information security n institutional structure and financing of the Crossroads Bank -cooperative governance -adequate management and control techniques -financing principles n annex: further projects

69 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Further projects n new services for current target groups -actors in the social sector access to additional information servers new services for electronic information exchange optimization of the mutual consistency of different databases and the quality of the data -companies improvement of electronic feedback mechanisms avoidance of superfluous statistic consultation access to an application for the calculation of the concrete financial benefit for an employer or job-seeker concerning measures to support employment (Front Office Employment) one-stop shop for cross-border employment (LIMOSA) -citizens, about 30 new electronic transactions such as consultation by the citizen of his data in the databases of the actors in the social sector consultation by the citizen of the loggings of the data exchanges concerning himself simulation of social benefits

70 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Further projects n new target groups -actors granting complementary benefits on the basis of the social status of the beneficiary -external prevention services -cities and municipalities in their role as actor in the social sector (e.g. apply for pension) n mutual electronic data exchange between the social sector and the tax administration with the authorization of the competent sectoral committee of the Privacy Commission, e.g. -by the social sector to the tax administration communication of the work income of employees and the replacement income in order to prefill the tax declaration of natural persons communication of information concerning the income that can be seized for persons who have a debt at the tax administration -by the tax administration to the social sector communication of the taxable income for persons who apply for social assistance in order to examine the subsistence resources

71 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Further projects n supporting the external service providers by optimizing their processes, e.g. -faster availability of data about birth, modification of the civil status, family composition and death by reviewing the processes for the integration of these data in the national register by the cities and municipalities -increase of functionalities of the company register n supporting the development of E-health -goal to optimize the quality and the continuity of health care delivery and the patient’s safety to avoid unnecessary bureaucracy for all actors in the health care sector to support policymaking in health care -how ? through a well organized electronic information exchange between all actors in the health care sector with the necessary guarantees for information security and privacy protection

72 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 Further projects n in general, to put know-how, services and components developed in the Belgian social sector at the disposal of other sectors and countries

73 Crossroads Bank for Social Security - BelgiumBrussels - Buenos Aires, 3th December 2007 More information n social security portal - n website Crossroads Bank for Social Security - n personal website Frank Robben -

you ! Any questions ? Crossroads Bank for Social Security - Belgium