1. E-government

2. 2 What is E-government ? n E-government is a continuous optimization of service delivery and governance by transforming internal and external relationships through technology, internet and new media n external relationships -government citizen -government business n internal relationships -government government -government employees n all relationships -are bidirectional -can be within a country or border-crossing

3. 3 Government n not monolithic -EU -in every country federal level regions communities provinces municipalities parapublic institutions private instutions participating in delivery of public services … n integrated E-government is based upon common strategy, multilateral agreements and interoperability n E-government contains the opportunity to realize one virtual electronic government with full respect for every specific competence

4. 4 Advantages n efficiency gains -in terms of costs: same services at lower total costs, e.g. unique information collection using co-ordinated notions and administrative instructions less re-encoding of information by electronic information exchange less contacts functional task sharing concerning information management, information validation and application development (distributed information systems) -in terms of quantity: more services at same total cost, e.g. all services are available at any time, from anywhere and from any device integrated service delivery -in terms of speed: same services at same total cost in less time reduction of waiting and travel time direct interaction with competent governmental institution real time feedback for the user

5. 5 Advantages n effectiveness gains -in terms of quality: same services at same total cost in same time, but to a higher quality standard, e.g. more corrected service delivery personalized and participative service delivery more transparant and comprehensive service delivery more secure service delivery possibility of quality control on service delivery process by customer -in terms of type of services: new types of services, e.g. push system: automatic granting of or information about services active search of non-take-up using datawarehousing techniques controlled management of own personal information personalized simulation environments

6. 6 E-government: a structural reform process n ICT is only a means by which a result may be obtained n E-government requires -considering information as a strategic resource for all government activity -change of basic mindset: from government centric to customer centric -re-engineering of processes within each government institution, each government level and across government levels -clear definition of mission and core tasks of every governmental institution

7. 7 E-government: a structural reform process n E-government requires -co-operation between governmental institutions: one virtual electronic government, with respect for mission and core tasks of each governmental institution and government level -co-operation between government and private sector -interoperability framework: ICT, unique identification keys, harmonized concepts -common security framework -adequate legal environment elaborated at the correct level -implementation with a decentralized approach, but with co- ordinated planning and program management (think global, act local) -adequate measures to prevent a digital divide

8. 8 Information as resource: implications n information modelling -information is being modelled in such a way that the model fits in as close as possible with the real world definition of information elements definition of attributes of information elements definition of relations between information elements -information modelling takes into account as much as possible the expectable use cases of the information -the information model can be flexibly extended or adapted when the real world or the use cases of the information change

9. 9 Information as resource: implications n unique collection and re-use of information -information is only collected for well-defined purposes and in a proportional way to these purposes -all information is collected once, as close to the authentic source as possible -information is collected via a supplier-chosen channel, but preferably in an electronic way, using uniform basic services (single sign on, arrival receipt of a file, notification for each message, …) -information is collected according to the information model and on the base of uniform administrative instructions

10. 10 Information as resource: implications n unique collection and re-use of information -with the possibility of quality control by the supplier before the transmission of the information -the collected information is validated once according to an established task sharing, by the most entitled institution or by the institution which has the greatest interest in a correct validation -and then shared and re-used by authorized users

11. 11 Information as resource: implications n management of information -information in all forms (e.g. voice, print, electronic or image) is managed efficiently through its life cycle -a functional task sharing is established indicating which institution stores which information in an authentic way, manages the information and keeps it at the disposal of the authorized users -information is stored according to the information model -information can be flexibly assembled according to ever changing legal notions -all information is subject to the application of agreed measures to ensure integrity and consistency

12. 12 Information as resource: implications n management of information -every institution has to report probable improprieties of information to the institution that is designated to validate the information -every institution that has to validate information according to the agreed task sharing, has to examine the reported probable improprieties, to correct them when necessary and to communicate the correct information to every known interested institution -information will be retained and managed as long as there exists a business need, a legislative or policy requirement, or, preferably anonimized or encoded, when it has historical or archival importance

13. 13 n electronic exchange of information -once collected and validated, information is stored, managed and exchanged electronically to avoid transcribing and re- entering it manually -electronic information exchange can be initiated by the institution that disposes of information the institution that needs information the institution that manages the interoperability framework -electronic information exchanges take place on the base of a functional and technical interoperabilty framework that evolves permanently but gradually according to open market standards, and is independent from the methods of information exchange Information as resource: implications

14. 14 Information as resource: implications n electronic exchange of information -available information is used for the automatic granting of benefits, for prefilling when collecting information and for information delivery to the concerned persons

15. 15 Information as resource: implications n protection of information -security, integrity and confidentiality of government information will be ensured by integrating ICT measures with structural, organizational, physical, personnel screening and other security measures according to agreed policies -personal information is only used for purposes compatible with the purposes of the collection of the information -personal information is only accessible to authorized institutions and users according to business needs, legislative or policy requirement -the access authorisation to personal information is granted by an independent institution, after having checked whether the access conditions are met -the access authorizations are public

16. 16 Information as resource: implications n protection of information -every concrete electronic exchange of personal information is preventively checked on compliance with the existing access authorisations by an independent institution managing the interoperability framework -every concrete electronic exchange of personal information is logged, to be able to trace possible abuse afterwards -every time information is used to take a decision, the used information is communicated to the concerned person together with the decision -every person has right to access and correct his own personal data

17. 17 Customer centric n unique declaration of every event during the life cycle/business episode of a customer and automatic granting of all related services, e.g.

18. 18 Customer centric n delivery of services that cannot be granted automatically to a customer -in an integrated way information interaction transaction -re-using all available information harmonized concepts back-office integration prefilled information

19. 19 Customer centric n delivery of services that cannot be granted automatically to a customer (ctd) -in a personalized way look & feel and interface content –only relevant information and transactions personalized support –contextual help –own language –adapted vocabulary –on-line simulations -or at least based on the way of thinking of the customer group life events (birth, marriage, etc.) or business episodes (starting a company, recruiting personnel, etc.) life styles (sport, culture, etc.) life status (unemployed, retired, etc.) or business sectors specific target groups

20. 20 Customer centric n declaration of events and service delivery via an access method chosen by the customer -application to application -various end-user devices PC, Mobile, PDA, digital TV, kiosks, … -file management n use of integrated customer relation management tools n service delivery in principle free of charge

21. 21 Cooperation at government levels n in Belgium, a co-operation agreement has been signed between federal government, regions and communities -coordinated offer of e-services to citizens/companies -guarantee that a citizen/company can use the same tools terminal software electronic signature -guarantee of a unique data collection from the citizen/company -with respect for the partition of competences between government levels

22. 22 Co-operation agreement between government levels n co-ordinated, customer oriented service delivery n agreements have to be made on common standards n mutual tuning of portals, middleware, websites and back offices n use of common identification keys and electronic signature n mutual tuning of business processes when necessary n gradual mutual task-sharing on data storage in authentic form n common policy on SLA’s and security

23. 23 Co-operation government and private sector n private companies as service providers (sharing of investments), e.g. -network and security management -co-sourcing in BPR and development/maintenance/housing of ICT building blocks, e.g. certification authorities portals n private companies as partners -integrated work flow with their own information systems, e.g. e-procurement tax declaration social security declarations

24. 24 Interoperability framework n goal: to guarantee the ability of government organizations and customers to share information and integrate information and business processes by use of -interoperable ICT -common identification keys/sets for every entity -harmonized concepts and data modelling

25. 25 Common identification keys n at least common identification keys and identification sets for every entity -person -company -patch of ground n between nations -unique schemes -conversion tables n regulation of interconnection of information based on unique identification keys

26. 26 Common identification keys n characterictics -unicity one entity – one identification key same identification key is not assigned to several entities -exhaustivity every entity to be identified has an identification key -stability through time identification key doesn’t contain variable characterics of the identified entity identification key doesn’t contain references to the identification key or characteristics of other entities identification key doesn’t change when a quality or characteristic of the identified entity changes

27. 27 Harmonized concepts and data model n standard elements -with well defined characteristics -used within all services n OO-oriented, e.g. inheritance in a multilingual environment n version management in an ever changing environment n define once, use many (different presentations) n workflow for validation of standard elements and characteristics n multi criteria search -by element -by scheme -by version -…

28. 28 Common security framework n issues -confidentiality -integrity -availability -authentication -autorisation -non-repudiation -audit

29. 29 Common security framework n specific points of interest -risk awareness based on risk analysis -security policies -structural and organisational aspects -encryption standards -interoperability of PKI electronic certificates –procedures (registration authority, certification authority) –difference between identification certificates and attribute certificates –attributes, optional fields revocation lists directories -application security

30. 30 Changes of the legal environment n organization of integrated data management and electronic service delivery: legal base for Royal Decree exists -functional task sharing on information management -obligation to respect unique data collection from the customer -obligation to exchange information in an electronic way -permission or obligation to use unique identification keys n harmonization of basic concepts

31. 31 Changes of legal environment n ICT-law -data protection -public access to information -electronic signature -probative value n no overregulation -only basic principles -technology-neutral, but not technology unaware

32. 32 Some interesting Belgian projects n social security sector n network of service integrators n integration of portal sites n electronic identity card

33. 33 Reference directory n serves as a base for organization of information flows n structure -directory of persons: what persons in what capacities have personal files in what social security institutions for what periods -data availability table: what data are available in what social security institutions for what types of files -access authorization table: what data may be transmitted to what institutions for what types of files n functions -routing of information -preventive access control -automatic communication of changes to information

34. 34 Measurement at Institution level n central data storage ? n independent Control Committee n preventive control on legitimacy of data exchange by Crossroads Bank according to authorizations of the independent Control Committee n information security department in each social security institution n specialized information security service providers n working party on information security

35. 35 Information security department n in each social security institution 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 Control Committee n the Control Committee can allow to commit the task of the information security department to a recognized specialized information security service provider

36. 36 IS security department: tasks-Management 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

37. 37 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

38. 38 Specialized information security service providers n to be recognized by the Government n recognition conditions -non-profit association -having information security in social security as the one and only activity -respecting the tariff principles determined by the Government n control on independence is performed by the Control Committee

39. 39 Specialized information security service providers n tasks -keeping information security specialists at the disposal of the associated institutions -recommending -organizing information security trainings -supporting campaigns promoting information security -external auditing on request of the institution or the Control Committee n each institution can only associate with one specialised information security service provider

40. 40 Working party on information security n composition -information security officers of all institutions n task -coordination -communication -proposal of minimal security conditions -check list -recommendations to the Control Committee

41. 41 Organizational & technical measures n security policies n classification of information n security requirements towards the personnel n physical protection n management of communication and service processes n processing of personal data n logical access control n development and maintenance of systems n continuity management n internal and external control n communication to the public of the policy concerning security and the protection of privacy

42. 42 Information servers n information servers -directory of persons of the Crossroads Bank -National Register -Crossroads Bank Registers -work force register -wages and working time database (LATG) of the ONSS -employers directory (WGR) of the ONSS -database of contribution certificates -SIS-card and professional card registers n services offered -interactive consultation -batch consultation -automatic communication of updates

43. 43 National Register - Model National Register Municipalities

44. 44 Preprocessed messages n preprocessed 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 – career break -allowances for incapacity for work (health care, accidents at work, occupational disease) -young unemployed -allowances to the handicapped -guaranteed income – social support -people suffering from long-term illness -social exemption -fiscal exemption -derived rights (e.g. tax reduction/exemption, free public transport,...) -special contribution for social security -solidarity contribution on old age pensions -migrant workers -…

45. 45 Preprocessed messages n services offered: -batch consultation -automatic communication of messages

46. 46 INAMI Control KSZ-BCSS ONSS Employer Employees Sickness funds EX- health care sector -

47. 47 Derived rights in tax affairs n a number of people are entitled to an increased refund of the costs for medical care n moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes

48. 48 Sickness fund Derived rights in tax affairs - past situation

49. 49 CBSS sickness funds network Derived rights in tax affairs - present situation

50. 50 Some figures n 339.137.455 exchanged messages in 2003 n 15,1 million different persons known in directory of persons n on an average, every person is known in 6,6 sectors n response time on-line messages question CBSS question answer 96,1 % in < 1 sec 99,8 % in < 2 sec 99,2 % in < 4 sec

51. 51 Social security card n functions -reliable, electronically readable identification card in the hands of each social insured person, that contains the unique social security identification number -electronic support owned by every social insured person, containing information on his social security status needed by bodies not connected to the social security network first application: proof of health care insurability status to health care professionals applying the third payer rule n protected memory chip card having a capacity of 8 kbits, respecting ISO 7816.1-7816.5 n delivered to every insured person (10.000.000 cards)

52. 52 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

53. 53 Social security card - example 1 Social identity card Decryption card CBSS in chemistries and hospitals Sickness fund 3 Sickness fund 1 Sickness fund 2 CIN

54. 54 Social security card - example 2 ONSS EMPLOYER CBSS

55. 55 Integrated service delivery n common basic services (e.g. single sign on, notification n information n several categories of transactions -transactions at the beginning or the end of employment (DIMONA) -quarterly declaration of wages and working time -transactions when a social risk occurs -transactions in order to manage information about yourself -transactions in order to control the quality of the service delivery process -...

56. 56 Integrated service delivery (ctd) n harmonized concepts n harmonized data model and XML-schemes n self-service and personalization n customer relation management n contact center

57. 57 Work force register Data- base Special work force register Indivudual document Students contract Inspection Employment contract Simplification On line consultation ONSS Work force register Transactions at beginning/end of employment

58. 58 Immediate declaration of jobs n can only be done electronically via -social security portal -FTP/MQSeries -interbanking network -vocal server n 24/7 n offers the employer a key to on-line consultation and correction -of the database on employment n by using a electronic certificate, of the database concerning wages and working time and other derived databases -concerning his employees and the period of employment

59. 59 Quarterly declaration wages & working time n can only be done electronically via -social security portal -FTP/MQSeries -interbanking network n 24/7 n can, by using an electronic certificate -be consulted and corrected on-line by the employer -concerning his employees and the period of employment

60. 60 Electronical declaration of social risks n past situation: multiple collection of information by using various, complex, not co-ordinated paper forms

61. 61 Electronical declaration of social risks n actual situation -limitation of the collected information to the information not yet available at other public services (abolition or at least significant simplification of forms) -unique collection of information from the employer -in a standardized way across all social security institutions -can be done on paper or electronically (24/7) via social security portal FTP/MQSeries interbanking network -uniform instructions

62. 62 Operational transactions n declaration of the beginning of a part-time job with retention of rights to unemployment benefits (unemployment sector) -private sector -education, municipalities or provinces n monthly declaration of part-time work for the calculation of guaranteed income payments (unemployment sector) -private sector -education, municipalities or provinces n monthly submission of work as an employee employed in a protected workplace (unemployment sector) n monthly submission of work in the framework of an activation programme (unemployment sector) n declaration for the establishment of young people’s vacation rights (unemployment sector) n monthly declaration of young people’s vacation hours (unemployment sector) n annual submission of temporary unemployment n monthly submission of hours of temporary unemployment n authorized request for the temporary removal of a pregnant employee (sector of professional diseases)

63. 63 Towards a network of service integrators n type of exchanged information -structured data -documents -images -multimedia -metadata -business processes n using web services

64. 64 Towards a network of service integrators n useful functions of service integrators (FEDICT, CBSS, …) -secure messaging -business logic and work flow support -directory of authorized users and applications list of users and applications definition of authentication means and rules definition of authorization profiles –which service is accessible to which type of user/application for which persons/companies in which capacities in which situation and for which periods -directory of data subjects which persons/companies in which capacities have personal files in which institutions for which periods -subscription table which users/applications want to receive automatically which services in which situations for which persons in which capacities

65. 65 Towards a network of service integrators n key issues -evolution of standards -collaboration with vendors -not limited to public agencies -national, European & international standards -every partner is free to implement internally in his own way: black box philosophy

66. 66 Portal sites n public institutions need to concentrate on core activities, such as -information modular up to date information blocks concerning public services with standardized metadata based on standardized thesauri in generally accessible content management systems with separation between content and metadata (reuse, don’t rewrite) that can be submitted to automatical re-indexation -transactions applications that can be easily integrated in private or public portal sites

67. 67 Portal sites n public portals should have added value -integration of services information work flow based on life events of the customers integration with work flow of customers -coordinated basic services for own customers single sign on ticketing logging notification service …

68. 68 Portal sites n other key issues -multidimensionality: accessibility of same services through different « views » -multi channel enabling -citizen/company relation management integrated service delivery, across all used channels personalization of service delivery –first step: personalized home page for every company on social security portal evolution to push system quality control feedback mechanisms for permanent improvement of service delivery -contact center

69. 69 Electronic identity card n retained functions -visual and electronic identification of the holder -electronic authentication of the holder via the technique of the digital signature -generation of electronic signature via the technique of the digital signature (non repudiation) -proof of characteristics of the holder via the technique of the digital signature on the initiative of the holder -only identification data storage -no electronic purse -no biometry

70. 70 Electronic identity card: content n visual -identification data: name, first names, sex, date and place of birth -National Register number -photograph -card number -validity period n electronic -serial number (sn) -National Register number (nrn) -card number (cn) -visual identification data + sn + nrn + cn (signed by National Register = sig1) -address + sig1 (signed by National Register = sig2) -photograph + sig1 (signed by National Register = sig3)

71. 71 Organization model n government chooses card producer and certification authority issuing the identity certificates as a result of a public call for tenders n the municipality calls the holder for the issuing of the electronic identity card n the municipality acts as registration authority for 2 certificates: authentication and electronic signature n 2 key pairs are generated within the card at production time and the private keys are stored within the chip of the card

72. 72 Organization model n the 2 certificates are created by the certification authority, but published only when the holder agrees n the use of the private keys within the chip needs an activation of the card by a municipal official using his PUK2 and the PUK1 sent to the holder n first authentication within one session (first private key) and every generation of an electronic signature (second private key) requires the PIN code of the holder n the second private keys and the identity certificate on the electronic identity card can be used to generate an electronic signature within the scope of E-government applications which require such a signature

73. 73 Organization model n the electronic identity card contains the necessary space to store other private keys associated to attribute certificates that holder can obtain at the certification authority of his choice

74. 74 Critical success factors n E-government as a structural reform process -process re-engineering within and across public institutions -back-office integration for automatic granting of services -integrated and personalized front-office service delivery n support of and access to policymakers at the highest level n co-operation between all actors concerned based on repartition of tasks rather than centralization of tasks n quick wins combined with long term vision n focus on more efficient and effective service delivery rather than on the fight against fraud n respect for legal repartition of competences between actors n legal framework n creation of an institution that stimulates and co-ordinates

75. 75 Most important barriers n privacy and security n average public sector project is more complex than average private sector project, due to -interaction with a larger number of stakeholders (elected officials, public employees, members of interest groups, voters, tax payers, recipients of public services, other governmental institutions, other government levels, …) -execution in a less stable environment n complexity of BPR in a government environment n race for quick wins (cf surveymania) doesn’t stimulate development of well conceived systems based on re- engineering

76. 76 Most important barriers n public sector tends, perhaps for reason of prestige, to favour tailor-made, high-risk, state-of-the-art solutions even when alternative, off-the-shelf, cheap, tried and tested systems are available n in the public sector, there is typically no financial margin of value to be added by innovation n intermediaries often perceive e-government as a threat n skills and knowledge

77. 77 Most important barriers 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