1. National Infrastructure – Citizen’s Account

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

3. 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?
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4. 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
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5. 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
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6. 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
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7. 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
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8. Citizen Account – Work in Progress
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9. National Infrastructure – Realising the Vision
Mike Futcher
Relationship Manager
Sopra Newell & Budge
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10. 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.
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11. 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.
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12. 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
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13. 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
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14. 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
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15. Citizen’s Account - Registration & Enrolment
Core JSP
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16. 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
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17. 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
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18. National Infrastructure - Challenges
Accommodating the Stakeholders
Readiness to connect
Applications & Process
Infrastructure (platform & network)
Security
Application, infrastructure and management policies
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19. National Infrastructure - Challenges
Governance
Core Project
Multiple Stakeholders
10 concurrent LA projects
Policy
Existing Investments
Convergent Programmes
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20. 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
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21. Thank you