1. May 25IDA eEurope Workshop REACH Integrating Services to Citizens Oliver Ryan Director oliver.ryan@reach.ie

2. May 25IDA eEurope Workshop What is e-government? Use of information and communications technologies to radically transform how Govt. delivers services to citizens –transform how Government interacts with citizens –transform how citizens interact with Government

3. May 25IDA eEurope Workshop Why e-govt? Pressure from customers/citizens desire to emulate best practice in private sector. reduce administrative costs better levels of service new kinds of services attract overseas investors control fraud

4. May 25IDA eEurope Workshop Citizen's interactions with Public Service Varies by country but general EU pattern Dominated by large service delivery agencies Health Social Security Tax Local Authorities Agriculture Passport Office Others

5. May 25IDA eEurope Workshop Citizen Interactions with Public Service

6. May 25IDA eEurope Workshop Access Channels to Public Service Mail - application forms, certificates, etc Walk-in Offices - face to face contact Telephone Remote over network –web –kiosk –TV –mobile

7. May 25IDA eEurope Workshop Mediated vs Self Service Overwhelming majority of transactions are Mediated or Assisted Tiny proportion are Self Service

8. May 25IDA eEurope Workshop Current Public Service Access Channels - Usage

9. May 25IDA eEurope Workshop Choice Citizens must continue to have a choice of access channel difficult to discontinue old channels e-channels to run in parallel as additional option e-channels must offer added value to attract customers

10. May 25IDA eEurope Workshop E-Business vs. E-Government Commercial inform about products identify product and price agreement to purchase secure collection of money deliver product learn about customers encourage loyalty Government establish identity identify appropriate product or service establish entitlement collect supporting data authenticate data decide entitlement deliver service.

11. May 25IDA eEurope Workshop Citizen to Government Interactions - Typical Features Government need to identify and authenticate citizen –need to establish identity of person –need to authenticate facts about person –e.g., citizenship, residency

12. May 25IDA eEurope Workshop Citizen to Government Interactions - Typical Features Government need to establish entitlement of citizen to services based on qualifying criteria –income level, –presence of qualifying condition, –employment status, etc. –Family situation

13. May 25IDA eEurope Workshop Citizen to Government Interactions - Typical Features Government need to collect additional information from citizen at point of contact citizen must repeat their story for each organisation at each point of contact supplementary information often needs to be corroborated by third parties

14. May 25IDA eEurope Workshop Share Information to avoid repetition Public agencies should share information on citizens to eliminate need for repetition share only what is needed and essential for each transaction. Capture data once only agency at point of contact must act on behalf of the whole

15. May 25IDA eEurope Workshop Citizen to Government Interactions - Typical Features Government Services specified in legislation –legal requirements of citizens and of service providers –universal access –standard service levels –non-discretionary

16. May 25IDA eEurope Workshop Citizen to Government Interactions - Typical Features Complexity of Public Services –major knowledge imbalance between citizen and Government –citizen needs to know a lot about complex services in order to avail of them Major issues for self service

17. May 25IDA eEurope Workshop Citizen to Government Interactions - Issues Government Services centred on organisations, Ministries and legislation rather than on the citizen Result: non-integrated services –multi-stop shopping –services not grouped around likely needs of citizen

18. May 25IDA eEurope Workshop Unemployment Low income Need assistance Social Security Tax Relief Health Benefits Local Voluntary Group Housing Assistance Where do I start? Citizens needs are driven by events Events and Needs

19. May 25IDA eEurope Workshop E-Government facilitates Integration of Public Services Gateway Health Social Security Taxation Housing

20. May 25IDA eEurope Workshop Citizen to Government Interactions - Issues Access to internet/networked devices –most frequent users of public services are the often most disadvantaged in terms of : income education self confidence computer literacy Result: major access issue

21. May 25IDA eEurope Workshop Citizen to Government Interactions - Issues Public Service legacy IT systems –once off custom built applications –limited sharing of data –old technology –scarce IT skills –legacy = mission critical services

22. May 25IDA eEurope Workshop Citizen to Government Interactions - Issues Fears of Public Service Staff –turf wars - loss of work /status –range of knowledge required demands of 24x7 operations Ability of Public Service to realise savings ability to achieve radical transformation in business practices

23. May 25IDA eEurope Workshop Citizen to Government Interactions - Issues Privacy vs. Efficiency Government as Big Brother Data Protection Legislation Public Trust a major issue Citizen control over personal data can build trust

24. May 25IDA eEurope Workshop Essential ID related data which must be shared Super-registered data under citizens control Entitlement data which can be shared under specific rules Digital photo Credit card passport PPS No name date of birth Income property value Public and Private Personal data

25. May 25IDA eEurope Workshop E-Government - some conclusions may be more difficult than we might think complexity of Government and knowledge imbalance major problems for citizens citizens access to e-services is a problem public trust is a major issue current/traditional channels likely to predominate for many years

26. May 25IDA eEurope Workshop E-government - some principles Simplify services help citizens to navigate complexity build virtual one stop shops group services around events/life episodes cater for traditional/current channels as well as e-channels help citizens to access e-services

27. May 25IDA eEurope Workshop E-government - some principles build public trust focus on realising benefits choice of channels e-channels must add value for citizens, Government and public service staff

28. May 25IDA eEurope Workshop Developments in Ireland Information Society Commission Public Service Information Society Action Plan E-Commerce legislation Public service VPN IT Access for All REACH Initiative

29. May 25IDA eEurope Workshop REACH Cross- Departmental Unit set up by Government Mandate: –develop framework to integrate public services –specify and establish single gateway to Government - E-Broker

30. May 25IDA eEurope Workshop Historical ISSS Report - August 1996 –use of RSI No. –Social Services card –data sharing (identity data and means) Social Welfare Act 1998 –legal base for PPSN/PSC/data sharing –wider application

31. May 25IDA eEurope Workshop REACH Objectives Improved services to citizens infrastructure for e-government (citizen and the public service) improved efficiency in public administration greater effectiveness of social policies better control of fraud & abuse of publicly funded services

32. May 25IDA eEurope Workshop Common Data Platform Personal Public Services Number –unique personal identifier –use across public service (except police and defence forces) –assigned and managed by Client identity Services of DSCFA (Social Security Ministry) –assigned at time of registration for Child Benefit –supported by Public Services card

33. May 25IDA eEurope Workshop Common Data Platform PPS Number compulsory in transactions with public service can be used as internal identifier public service agencies can share/update basic identity data set for individual citizens information needed to assess entitlement to means or income tested services can also be shared - within strict limits

34. May 25IDA eEurope Workshop Public Services Card Build on existing Social Services Card to act as key to citizens personal data access to services aid in establishing identity family of cards to suit needs of different groups security features to be agreed

35. May 25IDA eEurope Workshop E-Broker Single gateway to public services caters for all access channels offer common services, e.g., authentication of identity, to citizen and public agencies transaction management centred on life episodes personal data vaults and pigeon holes mediates between citizen and public service

36. May 25IDA eEurope Workshop

37. May 25IDA eEurope Workshop Life Episodes Examples: birth, starting work, setting up a new business, buying a house, etc. current practice: citizen must find and contact each service separately future practice: episode gateway will offer and initiate groups of services relevant to each episode.

38. May 25IDA eEurope Workshop Current birth episode Parent Hospital Registers GRO Registers Health Board Informs DSCFA Claims Child Benefit Health Board Public Health Nurse Schedules visits CB : Register CB Claim Scheme X : Add child dep CIS : Allocate PPS number GMS DPS notification Issues DPS card Housing Agency Revenue/Tax

39. May 25IDA eEurope Workshop Managed birth episode I/A TVKioskWeb WAP device Post Forms/ Codes/ Help Contact directories Pigeon hole Data vault Pigeon hole Data vault Client Authentication Service Search engine(s) Client storage Episode knowledge repository BIRTH : GRO, HB, GMS DSCFA, VHI? Transaction Manager Access Manager Hospital Registrar GRO Address Registrar ID Parent ID Health Board HB GMS DSCFA VHI

40. May 25IDA eEurope Workshop EU Context All MS attempting similar initiatives scope for cooperation on common issues. E.g., interoperable PKI systems for digital signatures, e-identities. Build on existing work - TESS, etc.

41. May 25IDA eEurope Workshop REACH Integrating Services to Citizens Oliver Ryan Director oliver.ryan@reach.ie