Dematerializing the relationship with the Public Administration M. Pierre Schilling Directeur-adjoint Centre des technologies de l’information de l’Etat

Background and focus e-luxembourg: from buzzword to strategic unit: 2001: Taskforce e-luxembourg created as a response to the e-government initiative of the European Commission; 2004: Consolidation of our structures, turning the taskforce into a ministerial department composed of 25 experts in areas like information strategy, communication, Web technologies and business process management ; 2009: Merger of Service e-luxembourg and the former Government computer center (CIE) establishing the Centre des technologies de l’information de l’Etat (CTIE), an internal service provider of more than 150 ICT professionals. An ambitious goal: Provide homogeneous and coherent information about institutions and public services; Build a multichannel and user-centric interaction between citizens or businesses on one side and the Administration on the other; Streamline backoffice processes and information systems.

The value and the quality of public services Provide one SAME ANSWER to one SAME QUESTION independently of CHANNEL TIME LOCATION and INTERLOCUTOR

The necessity of a Corporate Knowledge Base Corporate BPM Legal services Administration a Organisational structures Human resources BPM delegate Function specifications Process models Citizen centers … Web Content Front desks Information systems repository Administration n Internal market secretary FAQ BPM delegate De Guichet Call center

Providing user-centric services through a single Webportal Sample: Create a new business One event involving several administrations Citizen / Business Orchestration of administration specific processes Admin A Admin B Admin C Admin D Admin E

Portal architecture Web Content User interaction Secured by Home page « My personal space » Topic Sub-topic Virtual assistant Life situation Procedure Personalized download of e-forms Electronic submission of e-forms

De Guichet - Home page

De Guichet - Procedure

Unified description of procedures Title; Objectives; Administration(s) involved; Trigger(s); Prerequisites; Deadline; Service fee; Description; Legal framework; e-form(s); Virtual assistant. 9

« My Personal Space » Information vault Relationship history Stores recurrent personal data, thereby avoiding iterative reentering of information that has already been declared. Relationship history Lookup list of concerns and their respective status; Revisit the content of a specific folder: request documents (forms and attachments); bidirectional communication; delivrables. Personal document repository (planned) e-documents which could serve as an attachment or as an information source for future concerns.

Assistant de dépôt du formulaire Standard e-forms Every form contains a front page that provides instructions for a secured electronic submission and features a link (red box) that will automatically connect the user to « De Guichet »’s function for posting the request Assistant de dépôt du formulaire

Virtual assistants Several administrative procedures may apply to a simple event Virtual assistants go through 4 successive steps: Assess the event through a of questions and answers pyramid Collect missing information (data not yet available in « my personal space »); Generate folder and its sub-folders; Submit the service request.

Perspectives Public – Public & Public – Private partnerships: Shared use of our platform (social security, communes, …); Intermediary for secondary requests (on moving, change subscriptions for utilities (telecom, gas & electricity, …); Reception and storage of e-documents from any recognized sender in a referenced personal repository (« my personal space »); these e-documents can be used as potential attachments to an administrative procedure. Collaborative networks Create or cancel mandates given to trust companies; Collaborative setup of request folders. Interoperability standards e-Id; Common semantics on a national and international level.

Questions?