Public Services Broker eGovernment In Ireland

Agenda Background Philosophy Component Parts Progression Policies and Issues

Irish eGovernment Approach Common approaches across organisational boundaries OASIS/BASIS eTenders eForms Cross agency portals – eCabinet, eLegislation, eCollaboration Single agency developments ROS, Land Registry, CRO, GRO, Driver Testing, Marine Info., Motor Tax, eRecruitment, ePlanning Similar approach in other countries

Usability Problems Different ideas of service transparency Identification/Authentication proliferation No replacement for certificates Information variants (e.g. 17 means tests) Repeated provision of same data – different contexts Different looks and feels Different customer-system to government-system linkages Primarily aimed at web based access

Philosophy Single interface to Government Expand methods of client access; PC, telephone, land mail, face-to-face, DiTV 24 x 7 x 365 access Protect personal data so clients have confidence Minimise provision of personal client information that is of common use Eliminate multiple recording by each agency of personal client information that is of common use

Philosophy – Why a Broker? Minimise the overall design and implementation effort Facilitate the early delivery of electronic services One central implementation of security architecture Standard "look and feel" of eGovernment service delivery An infrastructure to support high quality access to eGovernment services Minimise the requirement for clients to notify all agencies of changes to basic information

Philosophy – Why a Broker? Give impetus to client-focused process engineering within agencies and improved collaboration between them Give impetus to the development of a national payments strategy (ePayments) Ensure active consideration by agencies of the delivery possibilities when new services are being planned Reduce the data entry effort in government and improve the quality of this data Facilitate new and more useful integrated service packages

Component Parts Registration & Authentication Information ePayments Integration Framework Information Registration & Authentication Data Acquisition Data Vault Secure Messaging ePayments Rules & Workflow Transaction Mgmt Data Distribution User Access Management Security Architecture

Component Parts Integration Framework Forms service, Data upload service Workflow Validation Data population Transformation Long Running Distributed Transactions XML Envelope, Routing

Component Parts Data Vault Public Service Identification (PSI) ? Business Service Identification (BSI) ? Voluntary additional information Drafts, History ? Personalisation ? Certified data ? Externally certified data ?

Progression Reach Agency established 1999 Mandated by Government in May 2000 to build or procure the Public Services Broker Mission Statement To radically improve the quality of service to personal and business customers of Government and to deploy the Public Services Broker to help agencies achieve that improvement

Progression Decision to enlist a partner to build the Broker system using EU Negotiated Procedures Invitation to participate in January 2002 28 bids were received - 6 short listed Statement of Requirements issued Evaluation Complete December 2002 Next Stage - Best And Final Offer (BAFO)

Progression – Phase 1 Self Register to t-Scheme Level 1 Authenticate using user identity and password Manage personal data held on their behalf Complete forms online with pre-population of their data (i.e. without the facility to delegate completion) Navigate content concerning services according to an agreed taxonomy

Progression – Phase 1 Download forms Send messages to agencies and receive replies Review their history of service requests including the status of their current requests Terminate their account PSB to manage personal data held on clients behalf

Progression – Launch Services Major Life Event Certification Applications for Work Permits Motor Tax Renewal Tax Clearance Certificates Online access to land maps Examination Results Animal Importation Notifications Public Service Jobs Evening Course Applications Job Applications

Policies and Issues t-Scheme 2 & 3 Registration & Authentication Data Vault – Credibility – client trust Content Architecture Ownership – Data Protection Agency Footprint Inter Agency Messaging System Hosting, Management

Policies and Issues Consolidation of Tests Consolidation of Information Citizen Business Process Ability to launch service Organisational Development & Transformations Job Holder “Always on” - 99.9% Agency Availability

Policies and Issues Resource and manage the initiative going forward Engage Agencies Service Level Agreements Between PSB and Agencies Agency and Agency PSB and Citizen Legislation changes Incentives for clients Could be very impersonal or rules based Could be very expensive