Transcript E-Government

E-government:
from hype to reality
Crossroads Bank for Social Security
Frank Robben
General manager
Crossroads Bank for Social Security
Sint-Pieterssteenweg 375
B-1040 Brussels
E-mail: [email protected]
Website: http://www.law.kuleuven.ac.be/icri/frobben
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
Crossroads Bank for Social Security
2
12/09/2002
Government

not monolithic
- EU
- in every country
•
•
•
•
•
•
•
•


federal level
regions
communities
provinces
municipalities
parapublic institutions
private instutions participating in delivery of public services
…
integrated E-government is based upon common strategy,
multilateral agreements and interoperability
E-government contains the opportunity to realize one virtual
electronic government with full respect for every specific
competence
Crossroads Bank for Social Security
3
12/09/2002
Advantages

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
Crossroads Bank for Social Security
4
12/09/2002
Advantages (ctd)

effectiveness gains
- in terms of quality: same services at same total cost in same
time, but to a higher quality standard, e.g.
•
•
•
•
•
more correct 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
Crossroads Bank for Social Security
5
12/09/2002
E-government: a structural reform process


ICT is only a means by which a result may be
obtained
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
Crossroads Bank for Social Security
6
12/09/2002
E-government: a structural reform process (ctd)

E-government requires (ctd)
- 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
- adequate legal environment elaborated at the correct level
- interoperability framework: ICT, security, unique identification
keys, harmonized concepts
- implementation with a decentralized approach, but with coordinated planning and program management (think global,
act local)
- adequate measures to prevent a digital divide
Crossroads Bank for Social Security
7
12/09/2002
Information as resource: implications

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
Crossroads Bank for Social Security
8
12/09/2002
Information as resource: implications (ctd)

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
Crossroads Bank for Social Security
9
12/09/2002
Information as resource: implications (ctd)

unique collection and re-use of information (ctd)
- 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
Crossroads Bank for Social Security
10
12/09/2002
Information as resource: implications (ctd)

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
Crossroads Bank for Social Security
11
12/09/2002
Information as resource: implications (ctd)

management of information (ctd)
- 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
Crossroads Bank for Social Security
12
12/09/2002
Information as resource: implications (ctd)

electronic exchange of information
- once collected and validated, information is stored, managed
and exchanged electronically to avoid transcribing and reentering 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
Crossroads Bank for Social Security
13
12/09/2002
Information as resource: implications (ctd)

electronic exchange of information (ctd)
- available information is used for the automatic granting of
benefits, for prefilling when collecting information and for
information delivery to the concerned persons
Crossroads Bank for Social Security
14
12/09/2002
Information as resource: implications (ctd)

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
Crossroads Bank for Social Security
15
12/09/2002
Information as resource: implications (ctd)

protection of information (ctd)
- 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
Crossroads Bank for Social Security
16
12/09/2002
Customer centric

unique declaration of every event during the life
cycle/business episode of a customer and automatic
granting of all related services, e.g.
Crossroads Bank for Social Security
17
12/09/2002
Customer centric (ctd)

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
Crossroads Bank for Social Security
18
12/09/2002
Customer centric (ctd)

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
Crossroads Bank for Social Security
19
12/09/2002
Customer centric (ctd)

declaration of events and service delivery via an
access method chosen by the customer
- various end-user devices
• PC, GSM, PDA, digital TV, kiosks, …
- file transfer
- use of intermediaries
- accessible to disabled


use of integrated customer relation management tools
service delivery in principle free of charge
Crossroads Bank for Social Security
20
12/09/2002
Re-engineering of processes


BPR programs started within every federal ministry
but need for transversal BPR programs between
- federal ministries
- institutions of other government levels (e.g. municipalities,
regions, communities, …)
- parapublic institutions or private institutions delivering public
services (e.g. social security institutions)

integration is the key
- processes (back office and front office)
- information management
Crossroads Bank for Social Security
35
12/09/2002
Integration is the key

lack of integration leads to
- overloading of the citizens/companies
• multiple collection of the same information by several governmental
institutions
• no re-use of available information
• avoidable contacts with citizens/companies due to multiple, uncoordinated quality checks
- waste of efficiency and time within the governmental
institutions
- suboptimal support of the policy made by government
- higher possibilities of fraud
Crossroads Bank for Social Security
36
12/09/2002
Principles used in social security sector



co-ordinated information modelling
decentralized but unique information collection
decentralized and distributed information management
- functional task-sharing between social security institutions
- principle of the authentic source

electronic information exchange and work flow
- every social security institution can be supplier or user of information
- information exchange can be initiated
• by the governmental institution that needs the information
• by the governmental institution that disposes of new information
• by the Crossroads Bank for Social Security
- application to application (no manual intervention)
Crossroads Bank for Social Security
37
12/09/2002
Principles used in social security sector (ctd)


unique identification key for each entity
control mechanisms by independent institutions (cf.
information is often sensible)
- Control Committee designated by Parliament
• preventive autorisation of legitimacy of the exchange of personal data
• complaint handling
• security policies
- Crossroads Bank for Social Security
• preventive access control
• loggings
Crossroads Bank for Social Security
38
12/09/2002
Co-operation between government levels

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
Crossroads Bank for Social Security
39
12/09/2002
Co-operation agreement between government levels







co-ordinated, customer oriented service delivery
agreements have to be made on common standards
mutual tuning of portals, middleware, websites and
back offices
use of common identification keys and electronic
signature
mutual tuning of business processes when necessary
gradual mutual task-sharing on data storage in
authentic form
common policy on SLA’s and security
Crossroads Bank for Social Security
40
12/09/2002
Co-operation government and private sector

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

private companies as partners
- integrated work flow with their own information systems, e.g.
• e-procurement
• tax declaration
• social security declarations
Crossroads Bank for Social Security
41
12/09/2002
Changes of the legal environment

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
harmonization of basic concepts
Crossroads Bank for Social Security
42
12/09/2002
Changes of legal environment (ctd)

ICT-law
-

data protection
public access to information
electronic signature
probative value
no overregulation
- only basic principles
- technology-neutral, but not technology unaware
Crossroads Bank for Social Security
43
12/09/2002
Interoperability framework

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 security framework
common identification keys/sets for every entity
harmonized concepts and data modelling
Crossroads Bank for Social Security
44
12/09/2002
ICT interoperability

examples on
- www.govtalk.gov.uk and www.e-government.govt.nz (recent
frameworks based on actual open ICT standards, to be
implemented)
- www.ksz.fgov.be (framework started in 1991 and implemented
between 2.000 Belgian social security institutions, with unique
gateway to foreign social security institutions within the EU, and
continuously adapted to evolving and proven ICT standards with
backwards compatibility)



tendency to use of open ICT standards
but ICT is so dynamic and fast changing that ICT standards are
in an almost constant state of evolution
huge need to agreements on how to ensure functional
interoperability, far beyond technical interoperability
Crossroads Bank for Social Security
45
12/09/2002
Functional ICT interoperability











standardized codification (e.g. institutions, return codes, …)
standardized use of objects and attributes
standardized layout of header of messages, independent from
information exchange format (EDI, XML, …) and type of
information exchange
version management
backwards compatibility
SLA’s on disponibility and performance of services
access autorisation management
anonimization rules
acceptation and production environments
priority management
…
Crossroads Bank for Social Security
46
12/09/2002
Common security framework

issues: see Stijn Bijnens
-
confidentiality
integrity
availability
authentication
autorisation
non-repudiation
audit
Crossroads Bank for Social Security
47
12/09/2002
Common security framework (ctd)

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
Crossroads Bank for Social Security
48
12/09/2002
Common identification keys

at least common identification keys and identification
sets for every entity
- person
- company
- patch of ground

between nations
- unique schemes
- conversion tables

regulation of interconnection of information based on
unique identification keys
Crossroads Bank for Social Security
49
12/09/2002
Common identification keys (ctd)

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
Crossroads Bank for Social Security
50
12/09/2002
Harmonized concepts and data model

harmonized concepts and datamodel: example on
www.socialsecurity.be (best practice of combination of
back office integration and e-portal solution in webbased survey on electronic public services by DG
Information Society (European Commission) – April
2002)
Crossroads Bank for Social Security
51
12/09/2002
Harmonized concepts and data model

standard elements
- with well defined characteristics
- used within all services





OO-oriented, e.g. inheritance in a multilingual environment
version management in an ever changing environment
define once, use many (different presentations)
workflow for validation of standard elements and characteristics
multi criteria search
-
by element
by scheme
by version
…
Crossroads Bank for Social Security
52
12/09/2002
OO-oriented – inheritance
Crossroads Bank for Social Security
53
12/09/2002
OO-oriented – inheritance
Crossroads Bank for Social Security
54
12/09/2002
OO-oriented – inheritance
Crossroads Bank for Social Security
55
12/09/2002
Version management
Crossroads Bank for Social Security
56
12/09/2002
Version management
Crossroads Bank for Social Security
57
12/09/2002
Validation workflow
Crossroads Bank for Social Security
58
12/09/2002
Validation workflow
Crossroads Bank for Social Security
59
12/09/2002
Define once, publish many
Crossroads Bank for Social Security
60
12/09/2002
Define once, publish many
Crossroads Bank for Social Security
61
12/09/2002
Multi criteria search
Crossroads Bank for Social Security
62
12/09/2002
Multi criteria search
Crossroads Bank for Social Security
63
12/09/2002
Multi criteria search
Crossroads Bank for Social Security
64
12/09/2002
A methodology to harmonize concepts






inventory of all documents (frequently) used for
information collection
inventory of collected information
classification of collected information using a
clustering methodology
decomposition of collected information into “real life”
classes with description of the asked attributes
analysis of goals: what is every “real life” classes used
for ?
setting up of simplification propositions (e.g.
senseless different treatment of same “real life”
object)
Crossroads Bank for Social Security
65
12/09/2002
A methodology to harmonize concepts (ctd)




based on the simplification propositions, framing out
of an OO information model for information to be
collected
design of XML-schema’s for the collecting of the
information, corresponding to the OO information
model
legislative adaptations in order to introduce the
uniform definitions of the information classes
procedures in order to guarantee the consistency of
the OO information model in an ever changing legal
environment
Crossroads Bank for Social Security
66
12/09/2002
Preventing digital divide


no creation of information haves and information
have-nots
possible measures
- promoting automatic granting of services
- electronic services are (for the time being) considered as
extra services, tradional services remain
- access to electronic services in public places
- role of intermediaries and front office organisations
- education and life-long learning
- promoting usability of portals and websites
Crossroads Bank for Social Security
67
12/09/2002
Some interesting Belgian projects




electronic identity card
network of service integrators
unique identification keys
portal sites
Crossroads Bank for Social Security
68
12/09/2002
Electronic identity card

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
Crossroads Bank for Social Security
69
12/09/2002
Electronic identity card: content

visual
-

identification data: name, first names, sex, date and place of birth
National Register number
photograph
card number
validity period
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)
Crossroads Bank for Social Security
70
12/09/2002
Organization model




government chooses card producer and certification
authority issuing the identity certificates as a result of
a public call for tenders
the municipality calls the holder for the issuing of the
electronic identity card
the municipality acts as registration authority for 2
certificates: authentication and electronic signature
2 key pairs are generated within the card at
production time and the private keys are stored within
the chip of the card
Crossroads Bank for Social Security
71
12/09/2002
Organization model (ctd)




the 2 certificates are created by the certification authority, but
published only when the holder agrees
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
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
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
Crossroads Bank for Social Security
72
12/09/2002
Organization model (ctd)

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
Crossroads Bank for Social Security
73
12/09/2002
Organization model
ERA
1
2
10
3
8
6
4
9
5
7
VRK
CA
CA
Bull
CM/CP/CI
Crossroads Bank for Social Security
74
12/09/2002
No storage of electronic data on the card

why not ?
- preventing perception of the card as a big brother
- preventing loss of data, when the card is lost
- preventing frequent updates of the card


stimulation of the controlled access to data over
networks, using the card as an access tool, rather
than storage of data on the card
thus, no integration of SIS-card and electronic identity
card
Crossroads Bank for Social Security
75
12/09/2002
Technical characteristics



security policy conform to the BelPIC document
secure infrastructure between National Register and service
providers
smart card
- support
•
•
•
•
•
•
•
•
•
format ID-1 (ISO 7816-1)
rainbowprint
fluorescent marks (UV)
an other substrat for impression
printing in OVI
micro-letter
kinegram
photograph
card number
Crossroads Bank for Social Security
76
12/09/2002
Technical characteristics (ctd)

smart card (ctd)
- chip: ISO 7816-2 to 9 (format, command) and PKCS#15
(structure file and identifier)
- protocol : T=0
- functions: PKCS#11 & ISO 7816-4-8-9
- certificates: X.509 V3
- concrete implementation: proposal of JavaCard
SLE66CX322P - 32KB

identity certificate status validation: OCSP
Crossroads Bank for Social Security
77
12/09/2002
Network of service integrators
Service
integrator
R/CPS
R/CPS
Services
repository
Extranet
region or
community
Services
repository
Service
integrator
(FEDICT)
FPS
FedMAN
FPS
Internet
Municipality
SSI
FPS
Services
repository
Municipality
Extranet
social
security
Publilink
Service
integrator
(BCSS)
Province
Crossroads Bank for Social Security
SSI
78
SSI
Services
repository
12/09/2002
Network of service integrators (ctd)

type of exchanged information
-

structured data
documents
images
multimedia
metadata
business processes
using web services
Crossroads Bank for Social Security
79
12/09/2002
Network of service integrators (ctd)

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
Crossroads Bank for Social Security
80
12/09/2002
Network of service integrators (ctd)
Interconnection
TCP/IP
SMTP
LDAP
FTP
S/MIME
Information
Exchange
Services
Repository
XML
XSL
SOAP
WSDL
metadata
(RDF, XTM,
XMI, …)
Services Register
(~ UDDI)
Agreements
(~ ebXML)
Policies
Vocabularia (content
+ metadata)
Security (e.g. PKI)
Open standards
Crossroads Bank for Social Security
81
12/09/2002
Network of service integrators (ctd)

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
Crossroads Bank for Social Security
82
12/09/2002
FEDICT: TANGO

Target Architecture for Networked Government
Operations
Crossroads Bank for Social Security
83
12/09/2002
Service oriented architecture
Internet
Services
Intranet
Source: Peter Strickx - FEDICT
Crossroads Bank for Social Security
84
12/09/2002
Service oriented architecture
Presentation Tier
Business Tier
Integration Tier
Intranet
Source: Peter Strickx - FEDICT
Crossroads Bank for Social Security
85
12/09/2002
Unique identification keys

citizens
- generalization of the use of the social security number
(national register number or CBSS-number)
- (electronically) readable from the electronic identity card
- controlled access to basic identification data in National
Register and CBSS

companies
- unique company number (based on VAT-number)
- unique number for every plant of business
- generalized access to basic identification data in Company
Register

regulation on data interconnection
Crossroads Bank for Social Security
86
12/09/2002
Portal sites: actual situation
intermediaries
employees
suppliers
customers
•citizens
•companies
business
intelligence
partners
PORTAL A
•single sign on
•personalization
•user groups
•multi-channel
•aggregation
back-end
systems, e.g.
•ERP
•groupware
•DB’s
•applications
Crossroads Bank for Social Security
content
management
content
management
PORTAL B
•single sign on
•personalization
•user groups
•multi-channel
•aggregation
directory
directory
87
business
intelligence
back-end
systems, e.g.
•ERP
•groupware
•DB’s
•applications
12/09/2002
Portal sites (ctd)

need to strike the right balance between roles in
delivering e-government services: not a single, but
many one-stop shops (public and private)
Content and Services
Public
Private
Channel
Public
Private
Leading portals
Local service
providers
Government ASP’s
Banks
Associations
PPP…
Government own
portals
Government-hosted
community sites
Source: Andrea Di Maio - Gartner
Crossroads Bank for Social Security
88
12/09/2002
Portal sites (ctd)

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
Crossroads Bank for Social Security
89
12/09/2002
Portal sites (ctd)

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
…
Crossroads Bank for Social Security
90
12/09/2002
Portal sites: to be situation
intermediaries
employees
suppliers
customers
•citizens
•companies
partners
PORTAL A
•single sign on
•personalization
•user groups
•multi-channel
•aggregation
business
intelligence
back-end
systems, e.g.
•ERP
•groupware
•DB’s
•applications
Crossroads Bank for Social Security
PORTAL B
•single sign on
•personalization
•user groups
•multi-channel
•aggregation
directory
content
management
91
content
management
directory
back-end
systems, e.g.
•ERP
•groupware
•DB’s
•applications
business
intelligence
12/09/2002
Portal sites (ctd)

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
Crossroads Bank for Social Security
92
12/09/2002
Most important barriers


privacy and security
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


complexity of BPR in a government environment
race for quick wins (cf surveymania) doesn’t stimulate
development of well conceived systems based on reengineering
Crossroads Bank for Social Security
93
12/09/2002
Most important barriers




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
in the public sector, there is typically no financial
margin of value to be added by innovation
intermediaries often perceive e-government as a
threat
skills and knowledge
Crossroads Bank for Social Security
94
12/09/2002
Most important barriers

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
Crossroads Bank for Social Security
95
12/09/2002
Th@nk you !
Crossroads Bank for Social Security