Page 1 ©2000 Bull Major Challenges in e-Government Value System in modern IS’s for Public services Claude Boulle, European Affairs FP 6 Consultation Meeting - Major Business & Work Challenges April 2001

Page 2 ©2000 Bull e Europe Impact & Priorities MS’s Agree on 20 basic public service measurements as basis for benchmarking MS’s Agree on 20 basic public service measurements as basis for benchmarking  12 Public Services for Citizens Income taxes: declaration, notification for assessment Income taxes: declaration, notification for assessment Job search services by labour offices Job search services by labour offices Social security contributions Social security contributions Personal documents (passport & driver’s license) Personal documents (passport & driver’s license) Car registration Car registration Application for building permission Application for building permission Declaration to police (e.g. in case of theft) Declaration to police (e.g. in case of theft) Public libraries (availability of catalogues, search tools) Public libraries (availability of catalogues, search tools) Certificates (birth, marriage): request, delivery Certificates (birth, marriage): request, delivery enrolment in higher education enrolment in higher education Announcement of moving Announcement of moving Health related services Health related services

Page 3 ©2000 Bull e Europe Impact & Priorities (2)  8 Public Services for Businesses Social contribution for employees Social contribution for employees Corporation tax: declaration, notification Corporation tax: declaration, notification VAT: declaration, notification VAT: declaration, notification Registration of a new company Registration of a new company Submission of data statistical offices Submission of data statistical offices Custom declarations Custom declarations Environment-related permits Environment-related permits Public procurement Public procurement Benchmarking measurements Benchmarking measurements  Percentage of services available on line  Use of on-line public services by the public

Page 4 ©2000 Bull Achieving the Objectives: the Italian SIU SIU: Sistema Informativo Unitario SIU: Sistema Informativo Unitario  a three-yearly plan updated each year  IS [rather than IT] Focus  for Public AdministrationS 8 Lines for action 8 Lines for action Strengthening the infrastructure (PC’s, LAN) Strengthening the infrastructure (PC’s, LAN) Modernising/optimising existing IS’s Modernising/optimising existing IS’s Interconnecting Administrations Interconnecting Administrations Imposing interoperable solutions (mail, internet connect …) Imposing interoperable solutions (mail, internet connect …) Improving software coherence Improving software coherence Consistent management of “fundamental” information Consistent management of “fundamental” information Encouraging applications “co-operation” between administrations Encouraging applications “co-operation” between administrations Business Process Reengineering of public services Business Process Reengineering of public services

Page 5 ©2000 Bull [Simplified] Value Model in Private Sector ShareholdersEnterpriseCustomer € Goods Services €€

Page 6 ©2000 Bull Technology Opportunities Business Imperatives Business Changes Business Requirements Key Success Factors Application Architecture Principles Principles Management & security PoliciesManagement Policies InfrastructureServicesInfrastructureServices Information Infrastructure definition Information Infrastructure definition focuses on the characterisation of business services to be delivered by the Information System IS Reengineering in Private Sector

Page 7 ©2000 Bull eGovernment eDemocracy Value Model in Public Sector Public Authority Mission Resource Citizen Contributor € Vote Administration/ Public Service Customer User Legal Subject € EXPECTATIONEXPECTATION EXPECTATIONEXPECTATION

Page 8 ©2000 Bull Expectations in eGovernment From user of Public Services From user of Public Services  be considered as a customer rather than a subject  unique access point to Public Services cooperation between administrative levels cooperation between administrative levels consistency of information consistency of information  quality of service: completeness, coherence, relevance, timely delivery, access for all From both user (businesses and citizens) and Public Authorities From both user (businesses and citizens) and Public Authorities  reduce cost of administrative procedures From Policy Institutions From Policy Institutions  exemplarity of Public Services

Page 9 ©2000 Bull Expectations in eDemocracy From the Citizen From the Citizen  Be aware, be considered  Be a recognised participant in the debate  Express his rights when necessary: eVoting How to promote eDemocracy ? How to promote eDemocracy ?  Education  Multiple, easy to use Access Points  Assure respect of Democracy Rules and Laws

Page 10 ©2000 Bull Issues to be considered Unique Access Point to eGovernment Unique Access Point to eGovernment  Consistency of information  Personalisation Identification Identification CRM: Citizen Relationship Management CRM: Citizen Relationship Management  Protection of Individual Rights Confidentiality, Privacy Confidentiality, Privacy  Digital Divide Scalability Scalability Developing a New Culture in Public Services Developing a New Culture in Public Services New set of values  New Behaviour  Process Reengineering

Page 11 ©2000 Bull Consistency of Information Central Europe Central Regional Local Decentralisation User