Cross Roads Bank Belgium
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Crossroads Bank for Social Security:some further strategic orientations
Frank RobbenGeneral manager Crossroads Bank for Social SecurityGeneral manager SmalsSint-Pieterssteenweg 375B-1040 BrusselsE-mail: [email protected] CBSS: www.ksz.fgov.bePersonal website: www.law.kuleuven.ac.be/icri/frobben
CBSSSmals
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2Frank Robben The Hague, 31 July 2007
Some further strategic orientations
evolution towards a network of service integrators- integrated service delivery via multisectoral value chains- re-use of basic services, components and authentic sources
optimization of mutual consistency and quality of information in authentic sources
cooperation with new actors, e.g.- regions and communities- instances delivering supplementary benefits based on the social
security status of a person- tax administration- external prevention services- health care providers
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3Frank Robben The Hague, 31 July 2007
Towards a network of service integrators
InternetInternet
Extranetregion or
commmunity
Extranetregion or
commmunity
FEDMANFEDMAN
Servicesrepository
FPS
FPS
FPS
ASS
ASS
Servicesrepository
Extranetsocialsector
ASS
RPS
RPS
Servicesrepository
VPN, Publi-link, VERA,
…
VPN, Publi-link, VERA,
…
City Province
Municipality
Servicesrepository
Serviceintegrator(FEDICT)
Serviceintegrator(CBSS)
Serviceintegrator(Corve,
Easi-Wal, …)
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4Frank Robben The Hague, 31 July 2007
Some further strategic orientations
re-use of the crossroads bank model in other sectors- health care- justice
new services for companies, e.g.- E-box- optimized feedback mechanisms- maximal abolition of enquiries for statistical reasons- further simplification of declaration of social risks via further
harmonization of basic concepts- simulation system for benefits in case of employment of a specific
person - pan-european service for declaration of temporary or partial
professional activities by foreign employees or self-employed persons on the territory of other countries
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5Frank Robben The Hague, 31 July 2007
Some further strategic orientations
new services for citizens- further automatic granting of benefits- after authentication via the electronic identity card
• electronic access to personal data, the processing status and the status of service delivery
• access to career planning system
– information about possibilities of career planning
– implication of choices made on the individual social and tax status
• access to loggings related to information exchanges
cooperation platform for social inspection services, with e.g.- co-ordinated planning- risk analysis based on data mining
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eGovernment training/coaching: possible objectives and topics
Frank RobbenGeneral manager Crossroads Bank for Social SecurityGeneral manager SmalsSint-Pieterssteenweg 375B-1040 BrusselsE-mail: [email protected] CBSS: www.ksz.fgov.bePersonal website: www.law.kuleuven.ac.be/icri/frobben
CBSSSmals
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7Frank Robben The Hague, 31 July 2007
Types of use of training/coaching
instrumental use- immediate valorization- answer to a concrete question
conceptual use- valorization in the long run- support to development of policy or strategy
legitimating use- legitimation of a proper position or proposal
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8Frank Robben The Hague, 31 July 2007
Useful topics
expectations of stakeholders of eGovernment- citizens- companies- political decision makers- intermediaries- interest groups
possible objectives of eGovernment- strategic: gains in effectiveness, user satisfaction, democracy,
transparency, …- operational: gains in efficiency and productivity, cost reduction, …
methods to set the objectives- open co-ordination- co-ordinated planning- …
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9Frank Robben The Hague, 31 July 2007
Useful topics
critical success factors- political- organizational- process optimization or re-engineering- architectural and technical- legal- security and privacy protection- change management, training and coaching- cooperation between all stakeholders- user implication- multidisciplinary approach- project management- measurement and monitoring
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10Frank Robben The Hague, 31 July 2007
Useful topics
good practices related to- information management
• information modelling• unique collection and re-use of information• validation of information (information quality)• management of information• sharing of information• protection of information
- process optimization or re-engineering- governance structures with involvement of
representatives of the stakeholders/users- financing
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11Frank Robben The Hague, 31 July 2007
Useful topics
ICT-architecture- layered, service oriented architecture- interoperability
• technical• syntactical• semantic• functional – processes – services• legal• organizational
- based on• components• open specifications• open standards
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12Frank Robben The Hague, 31 July 2007
Layered, service oriented architecture
Basic servicesBasic services
ApplicationsApplications
DataData
PresentationPresentation
Business Business servicesservices
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13Frank Robben The Hague, 31 July 2007
Useful topics
legal aspects- standardization of legal concepts- basic principles relating to information management- information security and privacy protection- protection against ICT crime- unique identification keys- probative value of electronic information- electronic signature- equal access to public services- transparency of administrations- ...
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14Frank Robben The Hague, 31 July 2007
Useful topics
basic skills- participation in policy making process- negotiation techniques- management of heterogeneous groups- communication with
• policy makers• business people• ICT people• lawyers
- program and project management- change management- measuring instruments- financial management
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15Frank Robben The Hague, 31 July 2007
Beyond training/coaching ?
benchmarking
cooperation platforms
re-use of basic services
natural way to cooperative governance
basis for support in the own country
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16Frank Robben The Hague, 31 July 2007
Benchmarking stimulation of development of metrics related to the own
institution/sector/country- cost and efficiency- quality- customer orientation- effectiveness- innovation
comparison with metrics related to the best practices in the own country or other countries
as a basis for- giving comparative account about the own performance- knowledge of strengths, weaknesses, opportunities and threats
(SWOT-analysis)- permanent and structural improvements- evaluation of management and collaborators
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17Frank Robben The Hague, 31 July 2007
Cooperation platforms
eGovernment is about integration- integrated service delivery to citizens and companies- integrated policy support
thus, need for cooperation between- government institutions- government institutions, companies and citizens- government levels- countries
multidisciplinary (see critical success factors) based on
- shared objectives- co-ordination and division of tasks, rather than centralisation- trust and transparency
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18Frank Robben The Hague, 31 July 2007
Re-use of basic services
reason- cost control- concentration on core business- faster time to market- flexibility to adapt
examples- network- user and access management- transformation- routing- process orchestration- state machines
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19Frank Robben The Hague, 31 July 2007
Example: user and access management
identification of physical and legal persons authentication of the identity of physical persons management and verification of characteristics
(e.g. a capacity, a function, a professional qualification) of persons
management and verification of mandates between a legal or physical person to whom an electronic transaction relates and the person carrying out that transaction
management and verification of authorizations
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20Frank Robben The Hague, 31 July 2007
Policy Enforcement Model
User
Policy
Enforcement
(PEP )
Application
Policy Decision
(PDP)
Action on
application Decisionrequest
Decisionreply
Actionon
applicationPERMITTED
Policy Information
(PIP )
Informationrequest/
reply
Policy Administration
( PAP )
Policyretrieval
Authentic source
Policy Information
(PIP )
Informationrequest/
reply
Policy
repository
Actionon
applicationDENIED
Manager
Policymanagement
Authentic source
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21Frank Robben The Hague, 31 July 2007
Policy Enforcement Model Policy Enforcement Point (PEP)
- intercepts the request for authorization with all available information about the user, the action being requested, the resources and the environment
- passes on the request for authorization to the Policy Decision Point (PDP) and extracts a decision regarding authorization
- grants access to the application and provides relevant credentials
Policy Decision Point (PDP)- based on the request for authorization received, retrieves the
appropriate authorization policy from the Policy Administration Point(s) (PAP)
- evaluates the policy and, if necessary, retrieves the relevant information from the Policy Information Point(s) (PIP)
- takes the authorization decision (permit/deny/not applicable) and sends it to the PEP
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22Frank Robben The Hague, 31 July 2007
Policy Enforcement Model
Policy Administration Point (PAP)- environment to store and manage authorization
policies by authorised person(s) appointed by the application managers
- puts authorization policies at the disposal of the PDP
Policy Information Point (PIP)- puts information at the disposal of the PDP in order to
evaluate authorization policies (authentic sources with characteristics, mandates, etc.)
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23Frank Robben The Hague, 31 July 2007
Natural way to cooperative governance
governments reason in terms of (legal) competences
eGoverment needs cooperation thus, need for cooperative governance models
that permit real cooperation with respect for division of competences
platforms for eGovernment training and coaching could naturally evolve towards this kind of structure
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24Frank Robben The Hague, 31 July 2007
Basis for support in the own country
gaining authority and trust- good results of benchmarks- recognition as an international best practice
arguing the own proposals- alignment with international common vision and best
practices- elements of comparison
possible export of national vision, solution methods or even services to the international level
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25Frank Robben The Hague, 31 July 2007
How to share eGovernment experience ?
official bodies, needed for- formal approval of common objectives, standards and specifications- formal approval of task sharing- preparation of legal framework
less formal cooperation platforms- training/coaching- exchange of information and experiences- mutual help- operational cooperation
instruments- meetings- training/coaching- databases of best practices- interactive collaborative tools- networks of advisors
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26Frank Robben The Hague, 31 July 2007
Possible participants
policy makers
government workers
academics
service suppliers, if no direct commercial objective
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27Frank Robben The Hague, 31 July 2007
Points of attention
most useful knowledge is tacit knowledge => need for extraction and coding
comparability of best practices knowledge harmonization guaranteeing knowledge quality problem of distributed knowledge
- finding the relevant knowledge- finding the right person who can help
usefulness of a common assessment framework for eGovernment ?
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28Frank Robben The Hague, 31 July 2007
Common assessment framework
Leadership
Processand
changemanagement
Keyperformance
results
Humanresources
management
Strategy andplanning
Partnershipsand
resources
Staff results
Customer-orientedresults
Societyresults
ENABLERS RESULTS
INNOVATION AND LEARNING
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29Frank Robben The Hague, 31 July 2007
More info
personal website- http://www.law.kuleuven.ac.be/icri/frobben
Crossroads Bank for Social Security- http://www.ksz.fgov.be
Smals- http://www.smals.be
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30Frank Robben The Hague, 31 July 2007
Good practices
information modelling
unique collection of re-use of information
management of information
electronic exchange of information
protection of information
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31Frank Robben The Hague, 31 July 2007
Information modelling
information is being modelled in such a way that the model fits in as closely as possible with the real world
information modelling takes as much account as possible of anticipated use of information
the information model can be flexibly extended or adapted when the real world or the use of the information changes
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32Frank Robben The Hague, 31 July 2007
Unique collection and re-use of information information is only collected for well-defined purposes
and is targeted to meet the requirements of these purposes
all information is collected once, from as near to the authentic source as possible
information is collected according to the information model and following uniform guidelines
with the possibility of quality control by the supplier before the transmission of the information
the collected information is validated once according to established task sharing criteria, by the institution that is most entitled to it or by the institution which has the greatest interest in correctly validating it
it is then shared and re-used by authorized users
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33Frank Robben The Hague, 31 July 2007
Management of information
a task sharing model is established indicating which institution stores which information as an authentic source, manages the information and maintains 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 concepts
every institution has to report probable errors of information to the institution that is designated to validate the information
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34Frank Robben The Hague, 31 July 2007
Management of information
every institution that has to validate information according to the agreed task sharing model, has to examine the reported probable errors, to correct them when necessary and to communicate the correct information to every known interested institution
information is only 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
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35Frank Robben The Hague, 31 July 2007
Electronic exchange of information
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 interoperability framework that evolves permanently but gradually according to open market standards, and is independent from the methods of information exchange
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36Frank Robben The Hague, 31 July 2007
Electronic exchange of information
available information is used for- the automatic granting of benefits- prefilling when collecting information- information delivery to the interested parties
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37Frank Robben The Hague, 31 July 2007
Protection of information
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 requirements
the access authorization to personal information is granted by an independent institution, designated by Parliament, after having checked whether the access conditions are met
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38Frank Robben The Hague, 31 July 2007
Protection of information
the access authorizations are public every actual electronic exchange of personal information
is preventively checked on compliance with the existing access authorizations by an independent institution managing the interoperability framework
every actual 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 information used is communicated to the person concerned together with the decision
every person has right to access and correct his/her own personal data