Transcript Document

Re-engineering of public
services
Citizens on-line, rather than inline
Ragnar Thorgeirsson
[email protected]
Agenda
 About the GoPro solutions
 ODA – Open Digital Administration
 Næstved, Denmark
 Skurup, Sweden
 Estonia
 Re-engineering of administration and public
services
Definition of eGovernment
 Using
Internet technology
to streamline government
by providing efficient and
effective internal processes,
services and information to
citizens and businesses
Driving factors for reshaping government
information environment
•
•
•
•
LEGISLATION and environmental factors
More public demand for information, and faster
Elected members demand for more information
Public participation in policy –making
Primary Drivers of eGovernment
Implementation
Legislative requirement
The Goal to:
• Increase EFFICIENCY
• Give necessary OVERVIEW
• Increase awareness of RESPONSIBILITY
• Define guiding rules for WORKFLOW
• Ease the management of PHYSICAL
DOCUMENTS
• THE BOTTOM LINE IS TO GIVE BETTER
SERVICE TO THE PEOPLE AND ENSURE
THE BASIC TERMS OF THE BUREAUCRACY
8%
7%
Technology
Advancement
8%
12%
Efficinecy
Cost Effectiveness
11%
8%
Service to Citizens
6%
Constituent Demand
40%
Other
Do Not Know
The Challenges
• Cultural change
• Vision and Leadership
• City's organizational structure
• The distributed service centers
• Framework budget procedures
• IT Strategy / ITD
• Digital Divide
• IT investment´s
"Think Big, Start Small, Scale Fast"
Restructuring the Document and Case Control
Infrastructure
REENGINEERING REYKJAVIK CITY
•
Basically SOLUTION, based on KNOWLEDGE MANAGEMENT,
–
not a technical issue
•
Ease of use and EDUCATION is key factor
•
One unbroken chain from start to end, through number of meeting
and committees, TRACEBLE
•
The document management re-engineering process at Reykjavik City
was the real step into the new millennium
Success factors identified
•
Clear Goals, Communicate to Everyone
•
Moral and Administrative Support - Top - Down
•
Steering Committee – Firm Decision Making and Guidance
•
Effective Consulting Groundwork – pre-analysis and user scenarios
•
Easy and Controlled Customization
•
Education and Empowerment
Overview
What is GoPro e-community?
 An extension to GoPro Case – Case management – 24
hours access for citizens.
 Easy integration
 Secure communication

GoPro e-community is the way to modify the administration
and intensify the service level towards the citizens.

GoPro e-community enables citizens to fill in and submit
forms electronically over the Web, using electronic signatures
for verification.

The electronic forms are received by the Public offices or
Institutions, it runs through the case- and document
management system at the office´s site.

Value added eGovernment  online interaction with citizens
and businesses
What is GoPro e-community?
 Citizens access 24 hours
 Citizens create cases, which flows directly into the
case- and document management system
 Work rules for processes, laws and regulations incl.
 Case Management/Document Management
 Citizen always know the status of the case
 Standardisation and simplification, yet flexible
 Certified users (electronic signature)
 Citizens personal postbox
 Open all hours
 Same service for all, the work rules are known
 Auditable and measurable services
 Secure and Certified communications
 The front-end of the Case management
GoPro for government – Simple & unique
e-comunity
A Service Portal
24-hours
Secure
personalised
on-line access
Case- and
document
management
Flexible Internal
infrastructure
GoPro for government – Simple & unique
e-community
Archive
e-application
Registration
Result/concl.
Processing
Case
How do we get the citizens
on-line for using the
system?
• offer them incentives
– deduction from local taxes
– more flexible deadlines
– public/private partnerships
• Make environments for the citiznens
– At the libraries
– Create “New parthways”
• Open community data centers in Næstved
A survey on Digital
Administration
% Wants to use the internet for communicating with local government.
%
90
80
70
60
50
40
30
20
10
0
M
F
19-25 26-35 36-45 46-60 0v. 60
Estonia
 A huge pilot project, 16 local and central
Governments participating
 3 implementations in the first phase
 Create an information portal enabling
 electronic filling in of papers
 equal life quality of inhabitants in rural
areas with that of urban regions
 support local initiatives and services
 Re-engineering of the public sector
Estonia
• Ministry of of Social Affairs
– Existing case management system was
non- functional.
• Emergency situation – they contacted
IBM
• IBM proposed GoPro Case to them
• GoPro Case was translated into
Estonian
• GoPro Case customized according to
the customer’s needs
Estonia
• By studying GoPro, Estonian
Government started to define standards
for:
– What data should be registered
– Enabling of document exchange between
different institutions
– How to get acceptance for electronic
documents
– Digital Signature
– Fulfilling Citizens demand on online access
and 24 hours services
Estonia
• Year 2001 a study trip to Iceland
– a big group of high Estonian government
employees and politicians went to Iceland
• A very successful visit
– They studied the successful e-government
development in Iceland
– Ministry of Communications and Transport,
The City of Tartu and Estonian State
Chancellery all bought GoPro.
Estonia
• GoPro Case for the internal infrastructure
• GoPro e-community portal where the
citizens get 24-hours online access to
different Governmental services.
• Instantly moving from paper to paperless
administration, harvesting all the qualities
it brings.
Estonia
“At the moment the market situation in Estonia looks
positive for GoPro products. There is a big number of
customers in Nordic countries, there seems to be no danger
that the development will stop, they are available in local
language and they are able to support the standards and
needs for contemporary document management.”
Ms. Evely Heldring
Business Innovation Services Manager
IBM Estonia
ODA
Open Digital Administration
 ODA - Open Digital Administration – is a
preparatory action under the European
programme, eContent.
 ODA Project was created to demonstrate how
to solve the challenge of transaction based 24
hours self-service as a Personalised Internet
Solution.
ODA – The background

The past decade, the cities of Naestved (Denmark) and Skurup
(Sweden) have been actively involved with the development of
ICT-infrastructure in their city region and development of eGovernment, using technology and education.

All initiatives have focussed on the needs of their customers:
 flexible 24-hour services for citizens
 Companies in the city regions.

In 2001, the two cities together with IBM Denmark, GoPro and
several other providers as a consortium, got funding from the
European Commission with the purpose of stimulating the use of
e-Content in European Networks.
ODA – The Challenge
 Reuse of public information and personal data from classic
systems (digital signature)
 Demonstrate a citizens portal for self-service, access and case
handling (digital signature)
 Demonstrate a European Dimension to support mobility of ECcitizens - knowledge of rules, legislation etc. included
ODA – The goals

Citizens and companies need full, secure access and
transparency using the Internet to take care of themselves
and the persons related to them

All services and knowledge must be digital for future
demands

Use of open technical standards and open standard platforms
combined with the digital signature to offer citizens and
companies
secure
communication
with
everyone,
everywhere, anytime

The implementation of self-service should be a tool to
facilitate the local government administration as a local
means for the development of human beings in learning
organisations in the region

The results of ODA should be transferable to other cities on
European and global levels (the platform and tools as a
commercial product)
ODA – The Solution
 ODA Solution:

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GoPro e-community – the portal
GoPro Case – case management system
IBM CBT secure solution (crypto based transactions)
IBM “e-business on demand” (hosting concept)
Certificate authority (CA) – PBS/VeriSign/other CA´s
Forms, Netforms/GoPro forms/other forms
Sickness benefits - earlier ..
Application
Employee signature
Employer
50% goes back/or must be corrected
Administration
All data
ODA - open digital administration
Sickness benefits - in ODA ..
Application
Employee signature
Employer
50% goes back/or must be corrected
No corrections Administration
Only few data added
All data
ODA - open digital administration
ODA
Open Digital Administration
Proven savings and benefits
 Næstved municipality in Denmark is saving 80% of
the work administrating paper work of Sickness benefits
applications.
 Before ODA 50% of all received forms needed to be
corrected. Now almost no corrections have to be done
– Due to integrations to databases only little
information must be filled in.
 A cost effective electronic workflow
The governments have
learned ?
 CHANGES... – New thinking in Citizen’s service
 Satisfied Citizens
 Citizens need time to adopt to the new thinking
 New Way to Communicate securely with Citizens
 Higher demands for speed and delivery time
 Strong demand on Case Handling transparency
 Leaders and employees awake for new
opportunities and weaknesses.
The citizens have learned?
 GoPro e-community is easy to use and access
 Technical requirements are “none”
 Trust of the concept and service
 The citizens
will:
using
e-community
Always have an updated overview of their documents
sent to the service provider and the status of the cases
 Have access to full decision support as it is integrated in
the dynamic forms
 Have the possibility to send official documentation
electronically and re-use personal information from
national databases (using digital signature)

Demonstration
 You will find a demo running – the
virtual community Sunny City - on
www.gopro.net