Conditions for an effective and efficient E-government Frank Robben General manager Crossroads Bank for Social Security Strategic advisor Federal Public Service for ICT Sint-Pieterssteenweg 375 B-1040 Brussels Website: Crossroads Bank for Social Security FEDICT

2 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Some objectives of E-government n efficient, effective and customer-oriented service delivery to citizens and companies, especially those living in remote or less densely populated areas -efficient in terms of cost: same services at lower total cost in terms of quantity: more services at same total cost in terms of speed: same services at same total cost in less time -effective in terms of quality: same services at same total cost in same time, but to a higher quality standard in terms of type of services: new types of services, e.g. –automatic granting of or information about services –active search of non-take-up using datawarehousing techniques –personalized simulation environments

3 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Some objectives of E-government n better policy support n citizen empowerment n increased transparancy and accountability in public decisions n less administrative burden n less fraud n revenue growth

4 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Conditions n change of basic mindset: from government centric to customer centric n co-operation between all actors concerned, based on repartition of tasks rather than centralization of tasks n re-engineering of processes -within each government body -between government bodies -between government levels -between government bodies on the one hand and citizens and companies on the other n back-office integration

5 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004

6 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Conditions n based on clear principles relating to strategic information management -information modelling -single collection and re-use of information -information management -electronic information exchange -information protection n elaboration of integrated and personalized processes (value chains) in accordance with the life situation of the customers n maximal possibility of electronic declaration, correction and consultation of information, preferably from application to application

7 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Conditions n sufficiently harmonized concepts and procedures n appropriated legal framework, elaborated at the correct level -organization of integrated information management and electronic service delivery, e.g. 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 -ICT-law: only basic principles, technology-neutral, but not technology unaware data protection public access to information electronic signature probative value

8 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Conditions n interoperability framework -technical interoperability -functional interoperability, e.g. common identification keys n security framework n education and coaching of the customers n measures to prevent a digital divide n support of and access to policymakers at the highest level n quick wins combined with long term vision n implementation with a decentralized approach, but with co- ordinated planning and program management (think global, act local) n creation of an institution that stimulates and co-ordinates

9 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Risks to be managed n privacy and security n 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 n race for quick wins (cf surveymania) doesn’t stimulate development of well conceived systems based on process re-engineering n in the public sector, there is typically no financial margin of value to be added by innovation

10 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Risks to be managed n intermediaries often perceive e-government as a threat n lack of skills and knowledge n 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

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12 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Appendix: principles information management n respect of basic principles concerning -information modelling -unique collection and re-use of information -management of information -electronic exchange of information -information protection

13 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Principles information management n 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

14 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Principles information management n 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

15 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Principles information management n 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

16 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Principles information management n 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

17 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Principles information management n 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

18 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 n 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 Principles information management

19 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Principles information management n 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

20 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Principles information management n information protection -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

21 Crossroads Bank for Social Security FEDICT Brussels, 18 May 2004 Principles information management n information protection (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