Multi-platform service delivery Frank Robben General manager CBSS Strategic advisor FEDICT

Frank Robben – Cernobbio – 7 June 2003 Multi-platform: various aspects  multi-channel applications  applications designed for ubiquitous access through different channels, one channel at a time  multi-modal applications  multi-channel applications, where multiple channels of a different kind are simultaneously available and synchronized  multifunctional applications  applications designed for interaction with customers from a value chain perspective, i.e. delivering customer-oriented services that integrate as fully as possible processes offered by government bodies and private organizations when a particular event occurs

Frank Robben – Cernobbio – 7 June 2003 Multi-platform: modes and devices  modes  tactile: I/O channels such as keyboard, mouse, stylus,...  visual: I/O channels such as graphics, video,...  auditive: I/O channels such as voice, music,...  end-user devices  fixed: desktop PC, digital television, public kiosks, electronic payment devices,...  mobile: laptop PC, tablet PC, PDA, smartphone, GSM,...

Frank Robben – Cernobbio – 7 June 2003 Multi-platform: why ?  a customer-oriented service delivery implies that the customer (citizen, company,...) can choose the modes and the channels to interact with government  end-to-end integration with the customers’s information system  intermediaries  various end-user devices  multifunctional applications limit the number of contacts and the administrative burden for the customer  multi-platform service delivery can stimulate take-up of e-government services and help to prevent a digital divide

Frank Robben – Cernobbio – 7 June 2003 Multi-platform: consequences  standard-based, flexible, modular, extensible, service-oriented architecture and associated development model

Frank Robben – Cernobbio – 7 June 2003 Multi-platform: consequences  simultaneous delivery of  services that can be integrated with the own information systems of the customers and the intermediaries  multi-modal and multifunctional services accessible via end-user devices  modelling of information in such a way that the model reflects the real world as closely as possible, and changes due to changing legal environments are avoided  authoring of information in such a way that the same information is available through various channels and in various modes with synchronisation tags  integrated customer relations management

Frank Robben – Cernobbio – 7 June 2003 Multi-platform: an example  immediate declaration of the start and the end of an employment relationship (DIMONA)  information needed  single identification number of the employer  single identification number of the employee  date and time of the start or end of the employment relationship  declaration can only be done electronically  possible declaration channels  exchange of XML-messages between the government and the information system of  the employer  an intermediary chosen by the employer  portal sites  digital or mobile phone  electronic payment device

Frank Robben – Cernobbio – 7 June 2003 Multi-platform: an example  immediate declaration of the start and the end of an employment relationship (DIMONA)  needed information has been modelled in such a way that it can be re-used by all actors in the public and social security sector  the entire information model can be downloaded from a portal site in different formats => basis for a standardized electronic staff administration in Belgium  re-use of the received information  within the whole public and social security sector through a back-office integration between all actors in these sectors  by the employer as his work force register

Frank Robben – Cernobbio – 7 June 2003 Multi-platform: an example  immediate declaration of the start and the end of an employment relationship (DIMONA)  single, multi-modal contact centre for employers and their intermediaries using an integrated customer relations management system

Frank Robben – Cernobbio – 7 June 2003 More information  portal sites  federal Belgian portal:  social security portal (containing the information model):  websites  FEDICT:  Crossroads Bank for Social Security:  personal website: