E-government:Belgian succesfull experiences
Frank RobbenGeneral manager Crossroads Bank for Social SecurityStrategic advisor Federal Public Service for ICTSint-Pieterssteenweg 375B-1040 BrusselsE-mail: [email protected]: http://www.law.kuleuven.ac.be/icri/frobben
Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
2 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
January 2003
Web-based survey on electronic public services ordered by the European Commission – DG Information Society (p. 43):
The website of the social security administration in Belgium (www.socialsecurity.be) is a good example of the combination of back-office integration and an e-portal solution. This site is a front-office result of a long-term effort that the Belgian government made last years linking different databases. The site is a unique window for social security in Belgium
See http://europa.eu.int/information_society/eeurope/benchmarking/ list/source_data_pdf/2nd_measurement_final_report.pdf (p. 11)
3 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
What is E-government ?
E-government is a continuous optimization of service delivery and governance by transforming internal and external relationships through technology, internet and new media
external relationships- government <-> citizen
- government <-> business internal relationships
- government <-> government
- government <-> employees all relationships
- are bidirectional
- can be within a country or border-crossing
4 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
5 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
6 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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 corrected 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
7 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
8 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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 co-
ordinated planning and program management (think global, act local)
- adequate measures to prevent a digital divide
9 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
10 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
11 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
12 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
13 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
14 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
- 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
Information as resource: implications (ctd)
15 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
16 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
17 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
18 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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.
19 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
20 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
21 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
22 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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, unco-
ordinated quality checks
- waste of efficiency and time within the governmental institutions
- suboptimal support of the policy made by government- higher possibilities of fraud
23 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Co-operation between government levels
in Belgium, a 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
24 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
25 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
26 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
27 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
28 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
29 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
30 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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 availibility and performance of services access autorisation management anonimization rules acceptation and production environments priority management …
31 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Common security framework
issues- confidentiality- integrity- availability- authentication- autorisation- non-repudiation- audit
32 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
33 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
34 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
35 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
- …
36 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
OO-oriented – inheritance
37 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
OO-oriented – inheritance
38 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
OO-oriented – inheritance
39 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Version management
40 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Version management
41 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Validation workflow
42 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Validation workflow
43 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Define once, publish many
44 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Define once, publish many
45 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Multi criteria search
46 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Multi criteria search
47 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Multi criteria search
48 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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)
49 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
50 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Some interesting Belgian projects
social security sector network of service integrators integration of portal sites electronic identity card
51 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Belgian social security sector
principles have been implemented under co-ordination of the Crossroads Bank for Social Security, in co-operation with 2.000 public and private social security institutions
functional and technical interoperability framework is functioning- between these institutions- between these institutions and all employers
every socially insured person has a unique identification key throughout the whole social security sector and an electronically readable social identity card containing this identification key
52 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Interoperability within social security
onem
inami
cimire
onpossom
onva
fmp
fat
adp
onafts
cpsm
inasti
onssaplonss
spfss
spfe & t
fonds de
séc.
exist.
Crossroads Bankfor
Social Security
FEDICT&
NationalRegister
sickness fundsnetwork
53 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Reference directory
serves as a base for organization of information flows structure
- directory of persons: what persons in what capacities have personal files in what social security institutions for what periods
- data availability table: what data are available in what social security institutions for what types of files
- access authorization table: what data may be transmitted to what institutions for what types of files
functions- routing of information- preventive access control- automatic communication of changes to information
54 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information security
institutional measures organizational and technical measures based on ISO
17799 legal measures
55 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Institutional measures
no central data storage independent Control Committee preventive control on legitimacy of data exchange by
Crossroads Bank according to authorizations of the independent Control Committee
information security department in each social security institution
specialized information security service providers working party on information security
56 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Independent Control Committee
assigned by Parliament competences
- supervision of information security- authorizing the data exchange- complaint handling- information security recommendations- extensive investigating powers- annual activity report
57 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information security department
in each social security institution composition
- information security officer- one or more assistants
control on independence and permanent education of the information security officers is performed by the Control Committee
the Control Committee can allow to commit the task of the information security department to a recognized specialized information security service provider
58 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information security department: tasks
information security department - recommends
- promotes
- documents
- controls
- reports directly to the general management
- formulates the blueprint of the security plan
- elaborates the annual security report
general management- takes the decision
- is finally responsible
- gives motivated feedback
- approves the security plan
- supplies the resources
59 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Contents of the security report
general overview of the security situation overview of the activities
- recommendations and their effects- control- campaigns in order to promote information security
overview of the external recommendations and their effects
overview of the received trainings
60 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Specialized information security service providers
to be recognized by the Government recognition conditions
- non-profit association- having information security in social security as the one and
only activity- respecting the tariff principles determined by the Government
control on independence is performed by the Control Committee
61 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Specialized information security service providers
tasks- keeping information security specialists at the disposal of the
associated institutions- recommending- organizing information security trainings- supporting campaigns promoting information security- external auditing on request of the institution or the Control
Committee
each institution can only associate with one specialised information security service provider
62 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Working party on information security
composition- information security officers of all institutions
task- coordination- communication- proposal of minimal security conditions- check list- recommendations to the Control Committee
63 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Organizational & technical measures
security policies classification of information security requirements towards the personnel physical protection management of communication and service processes processing of personal data logical access control development and maintenance of systems continuity management internal and external control communication to the public of the policy concerning security
and the protection of privacy
64 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Legal measures
obligations of the controller- principles relating to data quality- criteria for making data processing legitimate- specific rules for processing of sensitive data- information to be given to the data subject- confidentiality and security of processing- notification of the processing of personal data
rights of the data subject- right of information- right of access- right of rectification, erasure or blocking- right of a judicial remedy
penalties
65 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information servers
information servers- directory of persons of the Crossroads Bank- National Register- Crossroads Bank Registers- work force register- wages and working time database (LATG) of the ONSS- employers directory (WGR) of the ONSS- database of contribution certificates- SIS-card and professional card registers
services offered- interactive consultation- batch consultation- automatic communication of updates
66 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
National Register - CBSS Registers - past situation
National Register
Municipalities
67 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
National Register - CBSS Registers –present situation
National Register
Municipalities
68 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Preprocessed messages
preprocessed messages- beginning/end of labour contract, beginning/end of self-employed activity- contribution certificates medical care (employees, self-employed, beneficiaries
of social security allowances)- unemployment benefits – career break- allowances for incapacity for work (health care, accidents at work, occupational
disease)- young unemployed- allowances to the handicapped- guaranteed income – social support- people suffering from long-term illness- social exemption- fiscal exemption- derived rights (e.g. tax reduction/exemption, free public transport, ...)- special contribution for social security- solidarity contribution on old age pensions- migrant workers- …
69 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Preprocessed messages
services offered:- batch consultation- automatic communication of messages
70 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
ONSS INAMI
Employer
Employees
Sickness funds
Control
Contribution certificate health care sector –past situation
71 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
INAMI
Control
KSZ-BCSS
ONSS
Employer
Employees
Sickness funds
Contribution certificate health care sector - present situation
72 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Derived rights in tax affairs
a number of people are entitled to an increased refund of the costs for medical care
moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes
73 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Sickness fund
Derived rights in tax affairs - past situation
74 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
CBSS
sickness fundsnetwork
Derived rights in tax affairs - present situation
75 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
242.476.481of exchanged
messages in 2002
1 10 100 1000 10000 100000 1000000 10000000 100000000
Database on wages and working time 63.566.469 Database on wages and working time 63.566.469National Register / Crossroads Bank Register 59.242.296National Register / Crossroads Bank Register 59.242.296
Number of exchanged messages
DIMONA (immediate declaration of employment) 45.947.874DIMONA (immediate declaration of employment) 45.947.874Contribution certificates 13.655.104Contribution certificates 13.655.104Fiscal exemption 10.949.492 Fiscal exemption 10.949.492 Increase Reference Directory 8.183.178Increase Reference Directory 8.183.178Special contribution 7.091.010Special contribution 7.091.010Unemployed persons / persons in career break 6.059.158Unemployed persons / persons in career break 6.059.158Tax reduction / exemption 5.532.952Tax reduction / exemption 5.532.952OASIS 5.441.466OASIS 5.441.466Social exemption 3.875.656Social exemption 3.875.656Nominal control cards 3.396.698 Nominal control cards 3.396.698 Incapacity for work 2.623.667Incapacity for work 2.623.667Deductions on pensions 2.260.265Deductions on pensions 2.260.265Preventive breast screening 1.170.195Preventive breast screening 1.170.195Consultation directory of persons 1.063.683Consultation directory of persons 1.063.683SIS / SAM cards 880.357SIS / SAM cards 880.357Young unemployed 355.312Young unemployed 355.312Automatical pension application 262.172Automatical pension application 262.172Long-term illness 215.624Long-term illness 215.624Flemish care insurance 174.918Flemish care insurance 174.918Self-employed 164.267Self-employed 164.267Public transport pass 113.494Public transport pass 113.494Guaranteed income 77.049Guaranteed income 77.049Migrant workers 55.739Migrant workers 55.739VMM 45.072VMM 45.072Handicapped 37.314Handicapped 37.314Certificates Dioxin 5.048Certificates Dioxin 5.048
76 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Some figures
14,9 million different persons known in person directory
on an average, every person is known in 5,61 sectors response time on-line messages:
question CBSS question
answer answer94,1 % in < 1 sec99,6 % in < 2 sec
99,3 % in < 4 sec
77 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
1234567890
Social security card
nameChristian namedate of birthsexsocial security numberperiod of validity of the cardcard number
sickness fundsickness fund registration numberinsurance periodinsurance statussocial exemption status
other data to be added in the future, if useful
key 1
key 2
78 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Social security card - example 1
Social identity card
Decryption card
CBSS
in chemistries
and hospitals
Sickness fund 3
Sickness fund 1
Sickness fund 2CIN
79 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Social security card - example 2
ONSS
EMPLOYER
CBSS
80 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Interoperability outside social security
Backbone
Internet
FW
R
R
FW
FedMAN
R
R
R
R
FW
R
R
FW
Access servers
Internetservices
RR
FW
R
R
R
FW
R
R
FW
Crossroads bank for social
security
FW
R
R
Other extranets
Publilink
81 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Social security portal
82 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Integrated service delivery
common basic services (e.g. single sign on, notification
information several categories of transactions
- transactions at the beginning or the end of employment (DIMONA)
- quarterly declaration of wages and working time- transactions when a social risk occurs- transactions in order to manage information about yourself- transactions in order to control the quality of the service
delivery process- ...
83 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Integrated service delivery (ctd)
harmonized concepts harmonized data model and XML-schemes self-service and personalization customer relation management contact center
84 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Work forceregister
Data-base
Specialwork force
register
Indivudualdocument
Studentscontract
Inspection
Employmentcontract
SimplificationSimplification
OnOn linelineconsultaticonsultationon
ONSS
Work forceregister
Transactions at beginning/end of employment
85 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Immediate declaration of employment
can only be done electronically via- social security portal- FTP/MQSeries- interbanking network- vocal server
24/7 offers the employer a key to on-line consultation and
correction- of the database on employment- by using a electronic certificate, of the database concerning
wages and working time and other derived databases- concerning his employees and the period of employment
86 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Quarterly declaration wages & working time
ONSS
ONP
ONVA
Employer
old age pension
holiday payCBSS
ONEM
INAMI
ONAFTS
FAT
FMP
SimplificationSimplificationActiviteit 3
Activiteit 2Activiteit 1
one electronicdeclaration
87 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Quarterly declaration wages & working time
can only be done electronically via- social security portal- FTP/MQSeries- interbanking network
24/7 can, by using an electronic certificate
- be consulted and corrected on-line by the employer- concerning his employees and the period of employment
88 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Electronical declaration of social risks
past situation: multiple collection of information by using various, complex, not co-ordinated paper forms
89 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Electronical declaration of social risks
actual situation- limitation of the collected information to the information not
yet available at other public services (abolition or at least significant simplification of forms)
- unique collection of information from the employer- in a standardized way across all social security institutions- can be done on paper or electronically (24/7) via
• social security portal• FTP/MQSeries• interbanking network
- uniform instructions
90 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Time frame
operational- DIMONA and on-line consultation of work force register- declaration of temporary employment of foreign employees in
Belgium- electronical declaration of temporary unemployment- electronical declaration of building yards- on-line consultation of overdue payments of social security
contributions by an employer- electronical declaration of beginning of part-time job- electronical declaration of accident at work- documentation, instructions, test cases and XML-schemes
concerning transactions that will be available during the next 2 years
91 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Time frame
april 2003- multifunctional declaration of wages and working time data
end 2003- electronical application for temporary removal from work of a
pregnant employee
- electronical declaration of resumption of work after an accident at work
- electronical application for allowances in case of incapacity of work
- electronical declaration of resumption of work after a period of incapacity of work
end 2004- electronical application for unemployment benefits
- electronical application in case of pre-pension scheme (early retirement)
92 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Towards a network of service integrators
InternetInternet
Extranetregion or
community
Extranetregion or
community
Extranetsocial
security
Extranetsocial
security
Servicesrepository
SSI
SSI
SSI
FPS
FPS
Servicesrepository
FedMAN
FPS
R/CPS
R/CPS
Servicesrepository
PublilinkPublilink
Municipality Province
Municipality
Servicesrepository
Serviceintegrator(BCSS)
Serviceintegrator(FEDICT)
Serviceintegrator
93 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Towards a network of service integrators
type of exchanged information- structured data- documents- images- multimedia- metadata- business processes
using web services
94 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Towards a network of service integrators
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
95 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Towards a network of service integrators
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
96 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Portal sites: actual situation
customers•citizens•companies
suppliers
partners
employeesintermediaries
PORTAL A•single sign on•personalization•user groups•multi-channel•aggregation
back-endsystems, e.g.•ERP•groupware•DB’s•applications
businessintelligence
contentmanagement
directory
PORTAL B•single sign on•personalization•user groups•multi-channel•aggregation
back-endsystems, e.g.•ERP•groupware•DB’s•applications
contentmanagement
businessintelligence
directory
97 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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)
Government ASP’s
Leading portals
Local service providers
Banks
Associations
…
Government own portals
Government-hosted community sites
Content and Services
Public Private
Private
Public
Channel PPP
Source: Andrea Di Maio - Gartner
98 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
99 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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• …
100 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Portal sites: to be situation
customers•citizens•companies
suppliers
partners
employeesintermediaries
PORTAL B•single sign on•personalization•user groups•multi-channel•aggregation
back-endsystems, e.g.•ERP•groupware•DB’s•applications
contentmanagement
businessintelligence
PORTAL A•single sign on•personalization•user groups•multi-channel•aggregation
back-endsystems, e.g.•ERP•groupware•DB’s•applications
businessintelligence
contentmanagement
directory directory
101 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
102 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Critical success factors
E-government as a structural reform process- process re-engineering within and across public institutions
- back-office integration for automatic granting of services
- integrated and personalized front-office service delivery support of and access to policymakers at the highest level co-operation between all actors concerned based on repartition
of tasks rather than centralization of tasks quick wins combined with long term vision focus on more efficient and effective service delivery rather than
on the fight against fraud respect for legal repartition of competences between actors legal framework creation of an institution that stimulates and co-ordinates
103 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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 re-engineering
104 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
105 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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
106 10/02/2003Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
More info
Crossroads Bank for Social Securitywww.ksz.fgov.be
FEDICTwww.fedict.be
portal sites- federal portal: www.belgium.be- social security portal: www.socialsecurity.be
Th@nk you !
Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Top Related