The GovQual methodology: overviesimplification ICT architecture a Political objectives, Political...

1

The GovQual methodology: overview

Gianluigi Viscusi(Ph.D.)

DISCo – University of Milano-Bicocca

[email protected]

Agenda

Introduction and background

The GovQual Methodology

eGovernment vision elicitation

State reconstruction

Assessment

Definition of priority services and value targets

Choice of projects

2

3/25

The eG4M project

The eG4M is a research project funded by the Italian Ministry

of Research

eG4M basically concentrates on providing a methodology,

extending, completing, and improving the “G8 e-Model”,

through

Multi-disciplinary working group:

University of Milan Bicocca (Technology, Organization & Sociology)

University of Rome, “La Sapienza”, (Economics & Technology)

LUISS – School of Management, Rome (Legal, Economics)

The application of the methodology by participating supportively with

Mediterranean Countries (MCs).

4/25

Main experimentations

Tunisia

Morocco

Italian Public Administrations (some previous

versions)

The eG4M approach

5

Technologies are a means, not an end

The eG4M goal

6

Agenda





Assessment


Choice of projects

7

The GovQual perspective

ORGANIZATION

PROCESSES

INFORMATION

TECHNOLOGICAL

INFRASTRUCTURE

NEEDS SERVICES

Complementary

Organizational Resources

PROCESS

DIMENSION

TECHNOLOGICAL

DIMENSION

RESOURCE

DIMENSION

ORGANIZATIONAL

DIMENSION

Outerl context

Inner context

SOCIAL-ECONOMIC

DIMENSION

LEGAL

DIMENSION

1

2

3

4

8

The methodology

9

Application scenario

10

GovQual supporting tools

Repository of Services

Repository of Quality dimensions and costs

Repository of Conceptual Schemas

11

Agenda





Assessment


Choice of projects

12

The methodology

13

The activities of the step

Activity 1. Preliminary e-Government vision elicitation

Activity 2. Strategy Modelling

2.1 Building the AS-WISHED business model

2.2 Documenting the AS-WISHED business model

Activity 3. Defining the Macro and Micro-objectives of the e-Government vision

14

Principles, Policies, Rules

Policies can be considered as intention(s), action(s) or as composed both

by intention(s), action(s) (Page, 2006)

Principles are “general views about how public affair should be arranged

or conducted (Principle can be considered a specific Policy intentions)

(Page, 2006)

Public policy can be considered synonymous with law, rule, statute, edict,

and regulation, when considered as ”an officially expressed intention

backed by a sanction” (Lowi, 1998)

Nevertheless, even if all public policies must be understood as coercive,

coercion is only one of the characteristics of rules and law besides

coercion may confer powers or privileges without imposing obligations

(Hart, 1961)

15

Legal systems and rules

Legal system scan be considered as a systems of rules (Hart,

1961), where rules can be classified in terms of

primary rules that express rules of conduct (Hart, 1961)

a primary rule as a rule (policy) that imposes an obligation on citizens and then applies a

sanction for nonperformance

secondary rules that define the roles of the civil servants who have to administer the

rules of conduct (Hart, 1961)

a secondary rule (policy), in contrast, imposes no direct sanctions but, instead, empowers or

enables citizens to act in their own behalf or interests

A complementary distinction (Searle, 1995)is made between

regulative norms which describe obligations, prohibitions and permissions,

constitutive norms that regulate the creation of institutional facts like

property or marriage, as well as the modification of the normative system

itself. These latter are related to secondary rules

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17

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The Principle/Policy checklist Principle/Policy Market-Oriented Public-Oriented

Impersonality

Fairness

Equality

Personalisation

Decentralisation

Delegislation

Subsidiarity

Wholeness

Disaggregation

Cooperation

Integration

Uniformity

Efficiency

Simplification

Productivity

Effectiveness

Adequacy

Accountability

Transparency

Principle, goal, related rules, enabling technologies,

socio-organizational impact

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Principle Goal Rule Driver Socio-organizational

Impact (AS-IS)

Efficiency Embedding

administrative

procedures in ICT

Simplification laws Cooperative

architectures

Improve administrative

processes

Effectiveness Information management

and coordination

Laws on digital

signature

Digital signature

technology

Reducing Burden on

citizens

.

E-Gov vision e

licitation







20

Map A (Improve public administration service quality)

21

Start

Stop

Achieve Internal

efficiency

Achieve internal

effectiveness

(1) Embedding administrative procedures

in ICT Administrative

simplification

ICT

architecture

a

Political objectives, Political Guidelines,

Value proposition

b

c

d

(2) Improving Information Management

and Coordination

Laws

ICT architecture

(1) Improve administrative processes

(1) Reducing burden on citizens

BUNDLE

<Start, Achieve internal efficiency, embed administrative

procedure in ICT strategy, Administrative

simplification>, <Start, Achieve internal efficiency,

embed administrative procedure in ICT strategy, ICT

architecture>

E-Go

v vision

elicitatio

n

Map B (Improving Information Management and

Coordination)

Start

Stop

Improve administrative

cooperation

Reduce burden for

administrative services

(1) Enforcing simplification laws

(2) Implementing cooperative

architectures

a

b

c

d

(1)Enforcing laws on digital

signature

(2) Introducing digital signature

technologies

(1) Improving data governance

Path ab1bc1cd1

<Start, Improve administrative cooperation,

enforcing simplification laws>,

< Improve administrative cooperation, reduce

burden for administrative services, improving

data governance>,

< Reduce burden for administrative

services,Stop, digitalizing information flows>

(1) Digitalizing information flows

22

E-Gov vision e

licitation







23

A refined documentation (focus on efficiency)

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A refined documentation (focus on effectiveness)

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Common goals and strategies

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# of Principles # of Goals #of Strategies

2 4 13

Principles Common Goals Common Strategies

<Efficiency, Effectiveness> 2 6

Map A <Achieve internal effectiveness> <Improving Administrative processes, Improving information management and coordination by means of laws, Improving information management

and coordination by means of ICT architecture>

Map B

<Reduce burden for administrative

services>

<Improving data governance, Enforcing laws on digital signature,

introducing digital signature technologies







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Macro-Micro objectives definition

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Common Goals Common Strategies Macro-Objective Micro-objective

<Achieve internal effectiveness>

<Improving Administrative processes, Improving information management and coordination by

means of laws, Improving information management and coordination by means of ICT

architecture>

1. Effectiveness of the Administrative activity (Organization-Process )

2. Simplification of administrative activities (Laws)

3. Reduce burden for administrative services (Service)

4. Use innovative ICT technologies (Technology)

Services accessible with multiple channels

<Reduce burden for administrative services>

<Improving data governance, Enforcing laws on digital signature,

introducing digital signature technologies>

E-Gov vision e

licitation

Agenda





Assessment


Choice of projects

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The methodology

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Activity 1. Documenting the social context and legal framework (focus on ICT)

Activity 2. Documenting the available services and type of users

Activity 3. Documenting organization and processes

Activity 4. Documenting data

Activity 5. Representing relationships among documented issues

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32

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Example Social context indicators (1)

- Locally relevant contents (total number of

websites under the dominion of the country;

total number of websites in local languages)

- Languages of the visited websites

- Methods of access/bandwidth (% of DSL

connection for Internet use in households/at

work/at public access points)

- Location of the most frequent use of

Internet (home, work, public access points,

private access points)

- Frequency of Internet usage

- Purposes of PC use

- Purposes of Internet use

- ICT access in educational

institutions at different levels (% of

schools equipped with computers;

total number of Internet connected

PC for student)

- ICT access at University (total

number of internet connected Pc

for 1000 students)

- eLearning diffusion (% of

secondary and tertiary schools

providing online courses)

ICT USAGE IN DAILY LIFE ICT DIFFUSION IN THE

EDUCATIONAL SECTOR

IND

ICA

TOR

S

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Example of Social context indicators (2)

─ICT basic literacy rate (% of people

with basic knowledge of the use of a

pc)

─ Availability of specific ICT training

programs (total number of ICT training

programs in secondary and tertiary

education)

─ Enrollments in ICT training programs

─ Availability of trained workforce

(total number of IT specialists,

engineers and programmers)

─% population reached by electricity

─ % population that have access to a

fixed line telephone

─ % population covered by mobile

cellular telephony

─ % people with Internet connection

at home

─ % of population that can have

access to an Internet connection (in

schools, hospitals, government

buildings, internet and phone centers)

ICT CAPACITY AND

TRAINING

INFRASTRUCTURAL

ACCESS

IND

ICA

TOR

S

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An example of users' composition/socio-economic feature:

change of residency

Users/

Socio-economic feature

(change of residency)

Age/gender Type of residency Socio-economic position

Family composition

1. Universe of users All

All All All

2. Most relevant categories of users

•20-35 men and women

•Urban to rural population (internal migration)

•Working active people (working mobility)

•Unskilled workers (quantitative relevance)

•Highly skilled technicians and managers (qualitative relevance)

•Young families with/

without children

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An example of users' composition/socio-economic feature:

request of medicalexamination

Users/

Socio-economic feature

(medical exam)

Age/gender Type of residency

Socio-economic position

Cultural capital

1. Universe of users All

All All All

2. Most relevant categories of users

•<14 men and women

•> 60 men and women

•Women 20-40

•Urban population (quantitative relevance)

•Rural and suburban population (qualitative relevance)

•Low income segments (qualitative relevance)

• Illiterate people

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Documenting the social context (example)

Indicator Value

% of population covered by mobile cellular telephony 45

% of population with Internet connection at home 3

% of people that can have access to Internet (at school, work, other access points)

20%

Cost of Internet access high

Cost of mobile phone services medium

ICT literacy rate (% on total population) 25%

ICT literacy rate (% among 14-25 years-old) 45%

% of schools equipped with computers 60%

Legal framework documentation

Issue Type of rule Year Objective

Privacy Constitution 2002 Modified an article to introduce the principle of personal data protection

Privacy Law 2004 An organic guidance law on privacy

Privacy Decree 2007 Creates a National Authority to govern the privacy principle

Digital economy Law 2007 An organic guidance law on digital economy

Digital economy Decree 2007 List of activities included in digital economy

Digital economy Decree 2007 Institution of the Higher Boaurd of digital economy

Electronic administration

Law 2000 Juridical validity of electronic documents

Electronic administration

Decree 2005 Creation of the electronic administration unit in the Prime minister Cabinet Office

Electronic Commerce

Law 2000 An organic guidance law on electronic commerce

Electronic Commerce

Decree 2000 Creation of the National Certification Agency

Electronic Commerce

Decree 2001 Rules for the Certification provider activity

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Classes of services

40

Service

Certification Return

Procurement Registration

Licence

Funding

Qualification

Collection

Income Supporting

Knowledge

Information

provision

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Class Examples

Registration •Birth Registration

•Land and property registration

Collection •Licence tax payment

•Patent tax payment

Information provision •Change of place of a retail activity

•Value added tax statement

•Customs declaration

Collection •Licence tax payment

•Patent tax payment

Certification •Birth certification

•Permanent address certification

Licence •Real estate restructuring

•Planning permission

Qualification •Authorization to start a business

•Authorization for pershable goods transportation

Funding •Small business financing

•Real estate restructuring loan

Procurement •Access to public auction

•Call for bids

Information provision •Change of place of a retail activity

•Value added tax statement

•Customs declaration

Supporting knowledge •Access to laws

•Information on services provided

•Territorial marketing

Classification of services (example)

Life events clasification

Marriage

• Studies information

• School/University

• information

• Admission criteria

• Admission test

• Enrollment

• Educational aid

• Opportunities to study

abroad

Birth

Education

Transport

House

Health Culture & sport

Pension

Death

• Birth certificate

• Adoption

• Paternity recognition

• Name change

Job

Travel

Tax

• Building licence

• Property certificate

• Rent aid

• Authorization and

financing for housing

renovation

• Change of residence

• Change of residence info

in the driving licence

• Change of residence info

in the health card

• National Health Service registration

• Medical expenses refund

• National insurance contributions payment

• Medical treatment for self-employed workers

• Visit reservation

• Wedding information

• Marriage certificate

• Foreign marriage

• Certificate of domicile

• Fiscal information

• Estimated income of

• a property

• Filing for tax returns

• Tax payments

• Funeral

• Exhumation

• Public jobs

opportunities

• Job search

•Car

•Driving school

•Driving test

•Temporary driving

•licence

•Permanent driving

•licence

•International

Driving licence

•Car registration

•Public transport

• Request for rest

• home

• Request for

• assistance in home

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A snapshot of a repository of services

Service Description Service Provider

Type of Users

Class # of potential Users (National)

Yearly Service Frequency

Access Channels

Provision of Fundings for Agricolture

Province of Rome

Farmers Return 600.000 1.200.000 - Physical desk

- Call center

- SMS

Communica

tion of change of address

Municipality of Milan

All businesses

Registration 5.000.000 1.000.000 -Physical desk & Internet

-Call center and SMS

- Kiosk and SMS

Types of individuals according to their relationship with the

public administration in Italy

Individual

Justice

Work

Pension

Retired

Veteran

With civil disability

Claiming

civil disabilities

Worker

Unemployed

Student

Self-employed Employee

Convict

Taxpayer

Foreigner

Assisted

Housewife

Candidate

Volunteer

Italian

Resident

abroad

Foreign

With disability

Condemned

Waiting for sentence

With scholarship

Reported

Belonging to

Tax registry

Taxpayer VAT

office

Land registry

office member

Town clerk

Drug addict

Reported drug addict

Looking for new job

Looking for first job

Applicant for

citizenship

Applicant for

visa

Health and

Assistance

Foreign affairs

Politics

School

Revenue

Social life

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45

Rector

Board of directors

Academic Senate

Schools Departments Administration

Human Resources

Accounting

Secretary

Secretary

Example of organizational chart (University)

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47

Example of form and metadata for processes

Process goal

Invoice accounting

Organizational units involved

Accounting office

Input/ Activation events

Invoice supply

Output (documents/goods/services)

Update of expense item

Order of payment emission

Data Bases

Accounting data base

Activities

1. Check of cash on hand

2. Update of balance sheet

3. Order emission

Internal/external users

Responsible of accounting/Suppliers

Volumes

100 transactions a day

Reference laws/norms

Accounting laws

ICT Technologies

Server + sw accounting package + DBMS + local network

Sw applications

Accounting package







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Documentation with Entity-Relationship Model

49/49

Municipality Region

Man Woman

Code

Description

Code

Name

Population

Code

Description

Person Born Located in







50

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Services and related existing laws (Example for Italy) Service Law reference Year Main issues addessed

Certificate of residency

Law 1228/1954

1954

-The Municipality ownership of registry office.

-The information to be held by the registry office.

-The definition of rules for personal data and certificates

Legge 470/1988 1988 - The institution by the Ministry of Interior of the National Record of the Registry Office

Law 59/97 1997 -The simplification of laws, rules, and administrative processes

-The legal validity of electronic data and documents

- Rules for the change of the organization of public managers

Driving licence provision

Decrees with the force of law 396/2000

285/1992

1992/2000 -The Municipality ownership of the registry office for civil status

- The creation of a digital archive for civil status in the municipality

-The creation of a nation digital archive for civil status

- The obligation for local public administration to exchange data in electronic format through the national public network

-The creation of a digital archive for the roads by the Ministry of transports

- The creation of a digital archive for vehicles

Driving licence update

Law 326/2003 2003 - Rules for the suspension of the driving licence

Health card provision

Law 23/12/1978 n. 833

Decree 437/1999

1978/1999 -The rules for the registration to the national health system

-Role and ownership of local office of the Ministry of Health

- Rules for the electronic health card

Health card update

Law 1228/1954

Law 23/12/1978 n. 833

Decree 437/1999

1954/1978/1999 -The rules for the registration to the national health system

- Role and ownership of local office of the Ministry of Health

- Rules for the electronic health card

Obtaining a doctor

Law 59/97 Decree 270/2000

1997/2000 -Roles of the physicians in the public administration

-Rule for obtaining a doctor

STATE

RECONSTRUCTION

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Administrative processes, macroprocess and related services

Service/

process/macroprocess M

Service1 Service2 Service3 ……. Servicen

Process 1 X X X

Process 2 X X

Process 3 X X

…..

Process n X X X

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Business processes and services requested

Subprocess 1 Subprocess 1 Subprocess 1 Subprocess 1 Subprocess 1

Public

Administration 1

Public

Administration 2

Public

Administration 3

Public

Administration n ……

Service

request

Service

delivery

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Example for open point of sale business process

Subprocess Service Agency involved Classification of service

Data collection and analysis

Collection of socio-economic

information on a given area

Central and Local Bureau of Statistics

Supporting knowledge

Data collection and analysis

Collection of information on competitors

Chamber of commerce Supporting knowledge

Real estate identification

Collection of information on available real estate in the area

Land registry office Supporting knowledge

Execution phase Authorization for security in the working environment

Social security agency Qualification

Execution phase Send communication to Chamber of Commerce

Chamber of Commerce Communication of administrative data

Execution phase Send communication to rubbish collection agency

Rubbish collection agency Communication of administrative data

Execution phase Request of authorization to firemen office

Fireman Unit Qualification

Execution phase Request for administrative licence Municipality Licence

Execution phase Request of authorization for signs Municipality Communication of administrative data

Execution phase Request of compliance of electrical grounding

Local health unit Qualification

Execution phase Request for sanitary authorization Local health unit Qualification

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The process/organization matrix

Process/

Organization

Change of Residency

Provide/Update Driving Licence

Provide/UpdateHealth card

Citizen Cooperates Cooperates Cooperates

Old Municipality Cooperates - -

New Municipality Decides Cooperates Cooperates

Traffic Authority - Decides -

Health Authority - - Decides

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Matrix Organization/type of data

Type of Data/

Organization

Type of Public

Administration

Residency Driving Licence

Health card

Municipality Local Provides

Updates

- -

Traffic Authority Central - Certifies/

Provides

-

Regional Health Authority

Local - - Provides

Local Health … Local Uses - Provides

Ministry of Interior Central Governs - -

Ministry of Finance Central Certifies/

Uses

Uses Certifies/

Governs

Ministry of health Central Uses - Governs

Organizations and data flows

Data flow

Organization

Old Residency

Registry

New

Residency

Registry

Certifi-cate of Residency

Driving Licence Registry

Driving

Licence

Health Aut. Registry

Health

Card

User Uses Provides Uses Provides Uses Provides Uses

Old

Municipality

Provides

New

Municipality

Uses Provides

Traffic

Authority

Uses Provides

Health

Authority

Uses Provides

57

Matrix Type of Information/DataBase infodb

58

National registry of residents

Local registry of residents

central tax registry

Central registry of the road traffic office

Regional health registry

Local health registry

Residency Ministry of Interior

Municipality

Driving licence Traffic authority

Health card Ministry of finance

Region health authority

Local health authority

Type of data

Database

Examples of analyses (1)

Types of data/

Organization

Type 1 Type 2 Type 3 Type 4 Type 5

Organization 1 Uses Uses Uses Provides

Organization 2 Uses Uses Uses

Organization 3 Provides Provides Uses

Organization 4 Uses Provides Provides

Uses

Uses

Organization 5 Provides Uses

Uses

Organization 6 Provides Uses Uses

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Service/

Process M

Serv 1 Serv 2 Serv n

Class x x x

Process 1 x x

Process 2 x x

Process n x x

Process/

Organization

Org 1 Org 2 Org n

Process 1 D C C

Process 2 C D

Process n C C D

X

Service #interactions

S1 N1

S2 N2

Sk Nk

=

Examples of analyses (2)

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Agenda





Assessment


Choice of projects

61

The methodology

62

eReadiness assessment: the Social and Economic

Context Indicators (SECI) tool Two levels of analysis:

Macro scenery recognition (see state reconstruction step)

Micro field analysis

Five areas of investigation:

Organizational units

Socio-economic context

ICT access and diffusion

Analysis of the users

Analysis of the services

The organizational units area concerns the public administration staff (executives, civil servants) chosen for

the eGovernment intervention; the related questionnaire for organizational units is split into four subareas:

Informational level

Internal knowledge

Organizational structure and culture

e-Participation

The other areas are grouped into the socio-demographic questionnaire, concerning samples of the population

of the area selected for the intervention.

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SECI facets and best practices

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SECI Facet/ Evaluation Issue

Organizational Structure

Human Resources

Internal and External Communication

ICT related learning

Current Situation Hierarchical and Centralized

Inequality of ICT Know-How distribution

- Intradivision communication weak - Interdivision communication Absent

Few courses for Few people

Lack Decision Making Processes too Slow and without “In Progress” Controls

Same ICT expert staff overlooking large and diverse processes

An administrative task is at high risk of being slowed down

Civil servants have to ask “experts” for basic tasks

Best Practice - Diffusion of Responsability - De-Centralizations “in Progress” Monitoring

Each division must have an ICT expert staff specialized in the softwares used in that division

Intranet for every division: a common architecture for external communications

Continuous learning: courses must be more frequent and know how must be shared

GovQual Quality framework

65

Relationships between qualities

66

67

E-Servqual dimensions (Parasuraman 2004)

Quality Description

Reliability The correct technical functioning of the site and the accuracy of service promises (having items in stock, delivering what is ordered, delivering when promised), billing, and product information

Responsiveness How quick is the response and the ability to get help if there is a problem or question

Access The ability to get on the service quickly and to reach the company when needed

Flexibility The choice of ways to pay, ship, buy, search for, and return items

Ease of navigation

Site delivering the service contains functions that help customers find what they need without difficulty, has good search functionality, and allows the customer to maneuver easily and quickly back and forth through the pages

Efficiency The site delivering the service is simple to use, structured properly, and requires a minimum of information to be input by the customer

Assurance/trust Confidence the customer feels in dealing with the site and is due to the reputation of the site and the products or services it sells, as well as clear and truthful information presented

Security/privacy The degree to which the customer believes the site delivering the service is safe from intrusion and personal information is protected

Price knowledge The extent to which the customer can determine shipping price, total price, and comparative prices during the shopping process

Site aesthetics Appearance of the site delivering the service

Customization/ personalization

How much and how easily the site delivering the service can be tailored to individual customers’ preferences, histories, and ways of shopping

68

The activities of the quality assessment step

Activity 1. Select from the Quality registry the relevant quality dimensions for the

different layers

Activity 2. Identify metrics for quality dimensions and evaluate the cost and or the

feasibility of measuring the metric. When the cost is not feasible, change the

metric with a proxy one.

Activity 3. Identify dimensions for which the perception of users should be evaluated,

and evaluate them. Put measured metrics and perceived evaluations together

in a quality table

Activity 4. Find dependencies among dimensions

Activity 5. Identify a first set of quality improvement initiatives

69

Layer Quality dimension Service Current value

Service Temporal accessibility Comm. of change of residency to the new mun. 30 hours a week

Comm. of change of residency to the old mun. 30 hours a week

Change of residency in the driving licence 20 hours a week

Change of residency in the health card 25 hours a week

Reservation for medical examination 15 hours a week

Service

User time Comm. of change of residency to the new mun. 3 hours

Comm. of change of residency to the old mun. 6 hours

Change of residency in the driving licence 6 hours

Change of residency in the health card 6 hours

Reservation for medical examination 24 hours a year

Service

Service provision time Comm. of change of residency to the new mun. 1 week

Comm. of change of residency to the old mun. 1 week

Change of residency in the driving licence 1 month

Change of residency in the health card 1 month

Reservation for medical examination 3 days

Organization/process

Level of simplification Comm. of change of residency to the new mun. 2 interactions

Comm. of change of residency to the old mun. 2 interactions

Change of residency in the driving licence 2 interactions

Change of residency in the health card 2 interactions

Reservation for medical examination 2 interactions

ICT infrastructure (channel)

Channel accessibility Comm. of change of residency to the new mun. Only desk

Comm. of change of residency to the old mun. Only desk

Change of residency in the driving licence Only desk

Change of residency in the health card Only desk

Reservation for medical examination Only desk

Layers, qualities, values

Quality for legal framework

Efficiency: the legal framework is produced with a limited use of resources; such resources can be human, financial or

temporal resources.

Redundancy: the set of laws is minimal, namely, each issue dealt with in the legal framework is regulated by one and

only one law (or parts of law) .

Effectiveness: the legal framework has been conceived in such a way that its concrete enforcement produces the results

and outcomes initially planned .

Accuracy: laws address precisely and non ambiguously the domain of interest and do not give rise to misleading

applications in the domain.

Coherence: laws enacted over time are not contradictory to each other, and the legal terms used within different

legislative domains of intervention refer to a common coherent lexicon. The different levels among laws are due to

the fact the legal frameworks are in general structured as a hierarchy of rules; Figure 5 shows an example that

generalizes the legal framework of Italy and other Mediterranean Countries such as Tunisia. Besides International

treaties, Constitution is the higher set of rules governing all the other types of rules, namely, Decrees, Decrees with

force of Law, Ordinance and Administrative Rules, these latter governing specific administrative procedures.

Completeness: the legal framework addresses all the issues relevant for the considered domain of enforcement, in

our case the e-Government plan.

Accessibility: the users of the legal framework can easily access the whole set of norms related to their rights, duties and

obligations.

Accountability: the legal framework provides rules that govern the clear responsibility and transparency to be provided

when a law is enforced.

70

The impact of the current legal framework

71

Legal framework Organizational impact Technological Impact Enforcement Status

Law 59/97 Enables Enables Strong enforcement

Decree 437/1999 Binds Enables Strong enforcement

Laws for digital signature Innovates Innovates Loose enforcement

Decree with the force of law

396/2000

Enables Enables Strong enforcement

The coherence of ICT technologies with the legal

framework

72

ICT Technology /Legal

framework

Digital Signature

technologies

Centralized

DBMS

technologies

Distributed DBMS

technologies

Publish&

Subscribe

Channel

technologies

Law 59/97 Relevant_for_law: yes

Operating: no

Relevant_for_law:

yes

Operating: yes

Decree with the force

of law 396/2000

Relevant_for_law: yes

Operating: no

Relevant_for_law:

yes

Operating: no

Relevant_for_law:

yes

Operating: no


Operating: no

Decree 437/1999 Relevant_for_law:

yes

Operating: no

Relevant_for_law:

yes

Operating: no


Operating: no

73

Relationships between Laws-Technology impacts and quality

framework

Loose

enforcement

Innovates

-Efficiency

- Redundancy

-Effectiveness

- Accuracy

- Coherence

- Completeness=“LOW”

-Accessibility

-Accountability = “LOW”

Legal Framework

ICT

Hardware & Network Techn.

-Efficiency

- Temporal Efficiency

- Response time

- Accessibility

- Infrastructural accessibility

- Channel accessibility

- Connectivity

Data

- Effectiveness

- Accuracy

- Completeness

- Accessibility

Organization/Process

- Accessibility

- Sharing

- Accountability

- Adequacy

- Responsibility

- Transparency

- Control

- Effectiveness

- Formality

- Integrity

- Proactiveness

- Efficiency

- Procedural efficiency

- Level of simplification

Service

- Accessibility

- Temporal accessibility

- Cultural accessibility

- Physical Accessibility

-Accountability

- Openness

- Transparency

- Feedback

-Efficiency

-Temporal efficiency

- Economic efficiency

-Effectiveness

74

Example of initiative

Presidential Decree No. 513/97

General Rules

Electronic documents,

digital signatures and

certification services

Law No.59/97

General Principles

Electronic documents legal validity

Current legal framework New legal framework

Ordinance of Prime Minister

New Technical Rules

To be updated at least

every two years


Technical Rules


every two years


Technical Rules


every two years

Law No.59/97

General Principles

Electronic documents

legal validity

Agenda





Assessment


Choice of projects

75

The methodology

76

ORGANIZATION

PROCESSES

INFORMATION

TECHNOLOGICAL

INFRASTRUCTURE

NEEDS SERVICES

Complementary

Organizational Resources

PROCESS

DIMENSION

TECHNOLOGICAL

DIMENSION

RESOURCE

DIMENSION

ORGANIZATIONAL

DIMENSION

Outerl context

Inner context

SOCIAL-ECONOMIC

DIMENSION

JURIDICAL

DIMENSION

Micro-objectives

Target quality

values

Priority services

and qualities

Macro-objectives

Final common intentions Strategies

e-Government Vision elicitation

2

1

Relationships between eGovernment vision elicitation,

macro-micro objectivesand activities of the step

77

Activities of the step

Activity 1.Definition of priority macro/micro-objectives

- For each macro/micro-objective defined in the e-Government vision elicitation step

define the priority ones on the basis of the results of state reconstruction and e-

Readiness assessment steps.

Activity 2. Definition of priority services

- For each macro/micro-objective find the existing involved administrative services

together with a set of new value added services (as proactive as possible, namely

provided by the public administration without any user request).

Activity 3. Definition of priority qualities and quality target values

- For each service define the relevant qualities from the quality registry.

- Besides service qualities, define the relevant qualities for the legal framework, the

organization/process, data, and technologies related to the priority services/processes.

- For each priority quality define the target value.

78















79

Specications for the macro/micro-objectives from the state

reconstruction and assessment steps

Macro-objective Micro-objective Facet State reconstruction eReadiness

Improve registry services

Deployment of new proactive registry services

Service Relevance of the services related to change of address (5.000.000 of potential users at national level and 1.000.000 of requests each year)

-Need for services oriented toward user local needs

Effectiveness of the Administrative activity

Simplification of administrative procedures for registry services

Organization- Legal framework

-Different organizations involved both at central and local level -Different roles by law for the Ministries involved in service provision: a) the Ministry of Finance certifies information both for residency and for health card provision, and co-governs with the Ministry of Health the health card provision information flow. b) Ministry of Interior is the owner of the registry office

-Need for horizontal projects and back-office reorganization -Hierarchical and centralized organization -Lack of internal communication

Simplification of administrative activities

Use innovative ICT technologies

Provision of services accessible with multiple channels

-Service /Technology

-Widespread use of mobile phone (45% of the total population) -High cost of internet access - Low diffusion of internet access (20 % of the total population have internet access)

- Not homogeneous distribution of ICT knowledge

80

Improve registry

services

Service


Technology

Effectiveness of the

administrative

activity

Simplification of

administrative

activities

Organization-Legal

framework

Deployment of new

proactive registry services

Simplification of administrative

procedures for registry services

Provision of services

accessible with

multiple channels

Macro-objectives

Micro-objectives

Dependencies and priorities between macro and micro-

objectives

1

2

3

81















82

Services in the repository for the change of residency Service Type Micro-objective Functional class Owner

Report the change of residency to the old municipality and request of certificate

Administrative Simplification of administrative procedures for registry services

Certification The considered public administration

Report the change of residency to new municipality and request of certificate



Report the change of residency to the Ministry of Transport and update the driving licence



Report the change of residency to the change to the health local agency and update the health card



Reservation for medical examination

Administrative Provision of services accessible with multiple channels

Registration The considered public administration

Information on how to change the utilities (gas, electricity, etc.).

Value added Deployment of new proactive registry services

Supporting knowledge The considered public administration

Family Information on where schools or kindergartens are with all the features needed for choosing

Value added Deployment of new proactive registry services

Supporting Knowledge Other public administrations in the repository

Call center for information on the change of residency process

Value added

Provision of services accessible with multiple channels

Suupporting Knowledge Other public administrations in the repository

Information on the state of the case (by sms, e-mail or text-based posts)

Value added Provision of services accessible with multiple channels

Suupporting Knowledge

Other public administrations in the repository

83

84

Service/ Properties Users Yearly

frequency

Public

Value

Level of interaction Cost Relevance

Report the change of residency to the old municipality and request of certificate

5.000.000 1.000.000 High Information High Very High

Report the change of residency to new municipality and request of certificate

5.000.000 1.000.000 High Information High Very high

Report the change of residency to the Ministry of Transport and update the driving licence

2.000.000

500.000

High Information High Very high

Report the change of residency to the change to the health local agency and update the health card

5.000.000

1.000.000

High Information

High Very High

Reservation for medical examination 5.000.000 10.000.000 Very

High

Information High Very High

Information on how to change the utilities (gas, electricity, etc.).

5.000.000 10.000.000

Medium Information

Low Medium

Family Information on where schools or kindergartens are with all the features needed for choosing

Nd

Nd Medium Information

Low Medium

Call center for information on the change of residency process

Nd

Nd High Two-way interaction High High

Information on the state of the case (by sms, e-mail or text-based posts

Nd

Nd High One way service High High

Relevance of the services chosen as priority















85

Current values for administrative services (example)

Layer Quality dimension Service Current value

Service Temporal accessibility Comm. of change of residency to the new mun. 30 hours a week

Comm. of change of residency to the old mun. 30 hours a week

Change of residency in the driving licence 20 hours a week

Change of residency in the health card 25 hours a week

Reservation for medical examination 15 hours a week

Service

User time Comm. of change of residency to the new mun. 3 hours

Comm. of change of residency to the old mun. 6 hours

Change of residency in the driving licence 6 hours

Change of residency in the health card 6 hours

Reservation for medical examination 24 hours a year

Service

Service provision time Comm. of change of residency to the new mun. 1 week

Comm. of change of residency to the old mun. 1 week

Change of residency in the driving licence 1 month

Change of residency in the health card 1 month

Reservation for medical examination 3 days

Organization/process

Level of simplification Comm. of change of residency to the new mun. 2 interactions

Comm. of change of residency to the old mun. 2 interactions

Change of residency in the driving licence 2 interactions

Change of residency in the health card 2 interactions

Reservation for medical examination 2 interactions

ICT infrastructure (channel)

Channel accessibility Comm. of change of residency to the new mun. Only desk

Comm. of change of residency to the old mun. Only desk

Change of residency in the driving licence Only desk

Change of residency in the health card Only desk

Reservation for medical examination Only desk

86

87

Macro-micro objectives related qualities

Macro Objective

Micro Objective Layer Quality cathegory

Dimension

Current value



Service Accessibility Temporal accessibility 30 hours a week



Service Efficiency User time 2 hours for each service on the average



ICT Technologies Accessibility Channel accessibility Physical desk for 99% of services



Data Accessibility Physical accessibility for disabled persons

Only 2% of sites physically accessible

Relationships between political objectives and quality

dimensions (example)

Macro objectives

Facets

Quality dimensions

Temporal accessibility

User time

Service provision time

Level of simplification

Channel

accessibility

Improve registry services Service

Low High High no High

Effectiveness of the Administrative activity

Organization Low no no High High

Simplification of administrative activities

Legal framework

no High Low High no


Technology High Low no Low High

88

A priority path for qualities

89

Quality dimension/ facet

Efficiency

Accessibility

User Time Service provision time


Temporal accessibility

Channel accessibility

Service Improve registry services


Use innovative ICT

technologies


Organization Effectiveness of the administrative

activity

Effectiveness of the administrative

activity

Legal framework Simplification of administrative

activities

Simplification of administrative

activities

Technology Use innovative ICT technologies

1

2

3

4 5 6

7

Current and expected values for the relevant qualities (example)

90

Agenda





Assessment


Choice of projects

91

The methodology

92

93

Reference Architecture

Back office

Admin 1

Back office

Admin2

Back office

Admin3

Front office

Admin1

Front office

Admin2

Front office

Admin3

Local

databases

Back office

Admin1

Back office

Admin2

Back office

Admin3

Front office

Admin1

Front office

Admin2

Front office

Admin3

Internal information flows

Local

databases

Global

databases

Event notification infrastructure

Cooperation infrastructure

Connectivity infrastructure

Digital authentication

Multichannel access

Seamless interface

Front office

layers

Backt office

layers

94

An application reference architecture for eGovernment projects

Cross government function applications

Organization support applications

Decision support

and Data warehouse

Program/Project

Management Knowledge management

Human resources

management eLearning

Application architecture

Finance Public order and

safety

Health Social protection Public Infrastru-

cture and

transportation Automotive

registry

Public property

management

Trade and industry Education

Program and budget

formulation,

Financing and

management

Cash

Management

and treasury

Tax and revenue

management

Arrest record

Emergency

Services

management

Drugs and remedy

registry

Patient management

Social security

revenue management

Pension and subsidy

management

Labour supply and

demand management

Intellectual

Property registry

School records

automation

Teacher

assignment

Care diagnosis

and therapy

Workflow Document management Asset management Warehouse management

eProcurement Public information management

and broadcasting

Constituent relationship

management Life-event portal

Common data

Citizen

registry

Enterprise

registry

Geographical

Information

Systems

Land registry

Domain dependent sotfware applications

95


Activity 1. Cluster services 1.1 Group services in clusters

1.2 Find new services

1.3 Find bundles

Activity 2. Choose project solutions

For each cluster of services 2.1 Define the set of quality dimensions and related targets involved

2.2 Find two-three quality-improving project solutions

2.3 For each project solution determine the impact on quality dimensions and the costs in terms of a {very low, low, medium, high, very high} scale.

2.4 Rate project solutions in the cluster and choose the project solution with the best quality/cost ratio.

2.5 Identify layers of the reference architecture used by the project solution.

Activity 3. Identify reusable layers

Put together layers chosen previously avoiding duplicates and achieving scale economy savings.

96

Example of bundle identification using the service and data repository

Service repository Data Repository

Certification Change of residency

risiede

Possiede

Person Municipality lives

Resident registry

97



Certification 1. Change of residency

Persona

Composto da

risiede

Possiede Possiede

sceglie

Medical officer

Health Card

chooses

Health care registry

Has

Driving Licence

Has Driving licence registry

Family Civil status registry

Member of


Resident registry

98



Certification Change of residency

Change the address in the driving licence

Persona

Composto da

risiede

Possiede Possiede

sceglie

Medical officer

Health Card

chooses

Health care registry

Has

Driving Licence

Has Driving licence registry

Family Civil status registry

Member of


Resident registry

Choose the medical officer of the health care system

Qualification Choose the school of children

Change the address in the health card

99

A form for project solutions comparison

Objective Bundle of services

Project solution Quality dimensions

Effects on

quality dimension

Cost

Description of

Project solution 1

Dimension 1 -

Dimension 2

Dimension 3

……

Dimension n

Description of

Project solution 2

Dimension 1 -

Dimension 2

Dimension 3

……

Dimension n

100

Self certification (Example)

Objective Cluster of services

Project

solution

Quality dimensions Effects on quality dim.

Cost

1.To improve

The effective

Ness of the

Administration

Activity.

2. To simplify

the process

for the change

of residency.

1, Comm. of change of residency to new municipality.

2, Comm. of change of residency to old municipality.

3. Change of residency in the driving licence.

4. Change of residency in the health card.

On line certification

Temporal accessibility - Very high User time Low

Service provision time Low

Level of simplification Low

Channel availability Low

Self-certification

Temporal accessibility - Low

User time High

Service provision time Low

Level of simplification High

Channel availability Low

Information on residency sent through the publish and subscribe system

Temporal accessibility - High

User time High

Service provision time High

Level of simplification High

Channel availability High

First solution (for the first cluster of services)

101

Second solution (for the first cluster of services)

102

Third solution (for the first cluster of services)

103

104

Figure chooseprsol

Objective Cluster of services

Project

Solutions

Quality dimensions

Effects on quality dimensions values

Cost

Descritpion of project solution 1

Dimension 1 Low Dimension 2

Dimension 3

Dimension 4

Dimension n

Descritpion of project solution 2

Dimension 1 High Dimension 2

Dimension 3

Dimension 4

Dimension n

105

Figure projects_comp

Project Impact Temporal accessibility

User time Service provision time


Channel

accessibility

Long term Realize the Publish & Subscribe architecture

Mainly technological

- High High High High

Short term Self certification

Mainly juridical/

organizational

- High Low High Low

Call center for reservation

of medical exams

Both technological and organizational

High High High High High

106

Forthcoming…

Thank for the attention…questions?

107

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