1. Service oriented E-government in the Belgian social sector Frank Robben General manager SmalS-MvM General manager Crossroads Bank for Social Security E-mail: Frank.Robben@ksz.fgov.be

2. 2© Frank Robben E-government: definition and requirements Common principles of good information management E-government in the social sector Towards a network of service integrators Agenda

3. 3© Frank Robben What is E-government ? E-government is a continuous optimization of service delivery and governance by transforming internal and external relationships through technology, internet and new media external relationships – government citizen – government business internal relationships – government government – government employees all relationships – are bidirectional – can be within a country or border-crossing

4. 4© Frank Robben Government is not monolithic several levels – EU – federal level – regions – communities – provinces – municipalities – parapublic institutions – private institutions participating in the delivery of public services – …

5. 5© Frank Robben E-government requires … considering information as a strategic resource for all government activity respect of common basic principles of good information management change of basic mindset: from government centric to customer centric re-engineering of processes within each government body, each government level and across government levels clear definition of mission and core tasks of each government body co-operation between government bodies: one virtual electronic government, with respect for mission and core tasks of each government body and government level

6. 6© Frank Robben E-government requires … co-operation between the government and the private sector an adequate legal environment elaborated at the correct level an interoperability framework: – ICT – security – unique identification keys – harmonized concepts implementation with a decentralized approach, but with co-ordinated planning and program management (think global, act local) adequate measures to prevent a digital divide

7. 7© Frank Robben E-government: definition and requirements Common principles of good information management E-government in the social sector Towards a network of service integrators Agenda

8. 8© Frank Robben Common principles information modelling – information is being modelled in such a way that the model fits in as close as possible with the real world – 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 unique collection and re-use of information (1/2) – 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

9. 9© Frank Robben Common principles unique collection and re-use of information (2/2) – information is collected according to the information model and on the base of uniform administrative instructions – 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 – with the possibility of quality control by the supplier before the transmission of the information

10. 10© Frank Robben Common principles management of information (1/2) – information in all forms (paper, electronic, image, voice, …) is managed efficiently through its life cycle – a 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

11. 11© Frank Robben Common principles management of information (2/2) – 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 is only being 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

12. 12© Frank Robben Common principles electronic exchange of information (1/2) – 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 (service integrator) – 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

13. 13© Frank Robben Common principles electronic exchange of information (2/2) – available information is used for the automatic granting of benefits prefilling when collecting information information delivery to the concerned persons

14. 14© Frank Robben Common principles protection of information (1/2) – security, integrity and confidentiality of government information is 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, designated by Parliament, after having checked whether the access conditions are met – the access authorizations are public

15. 15© Frank Robben Common principles protection of information (2/2) – 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

16. 16© Frank Robben E-government: definition and requirements Common principles of good information management E-government in the social sector Towards a network of service integrators Agenda

17. 17© Frank Robben E-government in the social sector extranet between 2,000 Belgian public and private actors in the social sector with a secure connection to the internet, the federal MAN and the Belgian interbanking network unique identification key for every citizen, electronically readable from an electronic social security card and an electronic identity card, and for every company electronic services for mutual information exchange among all actors in the social sector electronic services for companies and socially insured persons – either based on the electronic exchange of structured messages – or via an integrated portal site

18. 18© Frank Robben E-government in the social sector an integrated portal site containing – information about the entire social security system – harmonized instructions relating to all electronic transactions – a personal page for each company an integrated multi-modal contact centre supported by a customer relations management tool

19. The network R FW R Customers FW RRR Internet R FEDMAN R Isabel Other extranets FW RR Backbone R R CBSS 19© Frank Robben

20. 20© Frank Robben Services between actors social sector information servers – directory of persons at the Crossroads Bank for Social Security (CBSS) – basis identification data of physical persons at the National Register and the CBSS – employers directory, work force register and salary and working time database at the National Office for Social Security (NOSS) – social identity card and professional card registers services offered – interactive consultation – batch consultation – automatic communication of updates

21. 21© Frank Robben Services between actors social sector preprocessed information (1/2) – entitlements to benefits in case of unemployment or career break – entitlements to benefits in case of incapacity for work due to sickness, industrial accident of occupational disease – entitlements to reimbursement of health care (a.o. maximum bill) – entitlements to old age pensions – entitlements to family allowances – entitlements to holiday pay – entitlements to allowances for disabled people – entitlements to social assistance and guaranteed income – registration as a person in search of employment

22. 22© Frank Robben Services between actors social sector preprocessed information (2/2) – entitlements to supplementary benefits granted by regions, communities, provinces, municipalities or private institutions with a mission of general interest (e.g. tax reductions of exemptions, free public transport passes, …) – social security statute of migrant workers – social inspection – … services offered – interactive consultation – batch consultation – automatic communication of information

23. NOSS INAMI Employer Employees Sickness funds Control Contribution certificate health care sector Past situation 23© Frank Robben

24. INAMI Control CBSS ONSS Employer Employees Sickness funds Contribution certificate health care sector Present situation 24© Frank Robben

25. 25© Frank Robben Fiscal advantages local administrations a number of people are entitled to an increased refund of the cost of health care moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes

26. Sickness fund Fiscal advantages local administrations Past situation 26© Frank Robben

27. sickness funds network Fiscal advantages local administrations Present situation 27© Frank Robben CBSS

28. 28© Frank Robben Services for companies main idea: multifunctional declaration objectives – guaranteeing a unique declaration by socially insured persons and their employers of all information needed for the calculation and collection of all income related social security contributions, including reductions of contributions the calculation of all income and working time related social security benefits – maximal mutual electronic information exchange between the actors in the social sector

29. 29© Frank Robben Services for companies 4 types of electronic declarations – immediate declaration of the start and the end of an employment relationship (DIMONA) – quarterly declaration of salary and working time data – declaration when a social risk (accident, disease, unemployment, retirement, parenthood, …) occurs – other declarations, such as a temporary posting of an employee abroad possibility of interactive electronic consultation of declared and other relevant information (e.g. the fact that an employer has met its obligations towards the social sector) possibility of interactive electronic correction of declared information

30. Work force register Data- base Special work force register Individual document Students contract Inspection Employment contract Simplification On line consultation NOSS Work force register Start/end of an employment relationship 30© Frank Robben

31. 31© Frank Robben Start/end of an employment relationship can only be done electronically (no paper !) via – social security portal – exchange of XML messages – vocal server – SMS 24/7 offers the employer a key to on-line consultation and correction – of the work force register – by using an electronic certificate, of the database concerning salary and working time information and other derived databases – concerning his employees and the period of employment

32. Quarterly declaration salary & working time NOSS ONP ONVA Employer old age pension holiday pay ONEM INAMI ONAFTS FAT FMP Simplification Activiteit 3 Activiteit 2 Activiteit 1 one electronic declaration CBSS 32© Frank Robben

33. 33© Frank Robben Quarterly declaration salary & working time can only be done electronically (no paper !) via – social security portal – exchange of XML messages 24/7 re-use of validated identification data of the DIMONA declaration can, by using an electronic certificate – be consulted and corrected on-line by the employer – concerning his employees and the period of employment

34. 34© Frank Robben Declaration of social risks past situation: multiple collection of information by using various, complex, not co-ordinated paper forms

35. 35© Frank Robben Declaration of social risks present situation – limitation of the collected information to the information not yet available at other government bodies (abolition or at least significant simplification of forms) – unique collection of information – in a standardized way across all social security institutions – can be done on paper or electronically (24/7) via social security portal exchange of XML-messages – uniform instructions

36. 36© Frank Robben Declaration of social risks 3 possible moments of declaration – start of the social risk – recurrence or continuation of the social risk – end of the social risk 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 21 declaration scenarios

37. 37© Frank Robben Some figures information exchange between all 2,000 actors in the social sector takes place through 181 types of electronic services defined after process optimization nearly all direct or indirect (via citizens or companies) mutual paper information exchange between actors in the social sector has been abolished in 2004 378.3 million electronic messages have been exchanged among actors in the social sector, which saved as many paper exchanges 50 types of declaration forms to social security have been abolished in the remaining declaration forms the number of headings has been reduced on average to a third of the previous number

38. 38© Frank Robben Some figures 3 types of declarations have to be done electronically and about 20 types of declarations can be done electronically or on paper; all other types are available electronically and are being tested the workforce register has been abolished in each company in 2004 13.4 million electronic declarations have been made 97% of the employers uses application to application exchange, only 3% of the employers uses portal transactions

39. 39© Frank Robben E-government: definition and requirements Common principles of good information management E-government in the social sector Towards a network of service integrators Agenda

40. Towards a network of service integrators Internet Extranet region or community Extranet region or community FEDMAN Services repository FPS SSI Services repository Extranet social security SSI R/CPS Services repository Publilink, VERA, … City Province Municipality Services repository Service integrator (FEDICT) Service integrator (CBSS) Service integrator 40© Frank Robben

41. 41© Frank Robben Useful functions of service integrators definition, implementation and management of an interoperability framework secure messaging of several types of information: structured data, documents, images, metadata, … co-ordination of business process re-engineering stimulation of service oriented applications – modular – composable – re-usable – loosely coupled – technology neutral – based on open standards business logic and orchestration support

42. 42© Frank Robben Useful functions of service integrators 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 concerning 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

43. More information on https://www.socialsecurity.be http://smals-mvm.be http://www.ksz.fgov.be http://www.law.kuleuven.ac.be/icri/frobben https://www.socialsecurity.be http://smals-mvm.be http://www.ksz.fgov.be http://www.law.kuleuven.ac.be/icri/frobben