Citizen and business centric eGovernment services – business behind portals Arvo Ott, PhD, e-Governance Academy

Content: Portals, front-office and back-office Users of e-services – service delivery concepts Some aspects of ICT infrastructure IT architecture – organizational, legislative, IT- related Examples of e-services

Public Service Model 1

Public Service Model II

Public Service Model III

Estonian Registers and Databases oPopulation register oBusiness register oCars database oDriving licenses database oPassports register oLand register oBuildings register oShips register o… oAll together more then 200 State Information Systems Management System –

Aims of the “x-road” project: Implementation of interoperabiliy framework with the aim to offer building blocks for public e- services; Use the concept of open systems; Guarantee neutrality of technical platforms; Cost model: end-user of e-services should not pay for the service; Use single mechanism for authentication and authorization of users; Implement data-security model (everyone should have possibility to know how his/her data was used by government);

X-road centre OracleInformix DB2 Progress Postgres Etc. Data protection, address system, GIS etc. User authentication and authorization Users: -citizens -civil servants - businesses

KIT Citizen view EIT Enterpriser view AIT Public servant view National Databases Register Population Register Health Insurance Register National Pension Insurance Register Vehicle Register Tallinna Vesi IS Eesti Energia IS Internet - X-road Databases / information systems Banks Central server I Central server II Central monitoring HelpDesk X-road certification center X-road center Tools centrally developed by the State, i.e. the State Portal Certification Center ID – card Ühispank Hansapank Krediidipank Sampo Pank Nordea Pank Security server Security server Security server Security server Security server Security server Security server Security server :: … :: :: E-institution – institution view :: :: E-county – county view :: :: Governmental Portal – Your Estonia :: Institutional view of the state Thematic view of the state Security server 57 DB DB 359 org. 5 Popul. ~1,3 mil.

Phases of the project and budgets: Pilot project, ca EEK ( EUR) 2001 development, end 2001 first services, budget ca 2 milj EEK (ca EUR) ID-cards and PKI in use 2004 mass use – many services available Overall budget of the project (incl. system development for services) – 32 milj EEK (ca 2 milj EUR) Cost of development of single e-service ca – EEK ( EUR)

Lessons learned Technical model is easiest – compared with organizational, legislative, motivation-related Process from operational technical system to wide implementation takes 2-3 years – “honeymoon period” of the project Money, spent once for development of basic components of the architecture will give high profit in the phase of development of single e-services… but it will be clear only after several years… and this might not be the motivation for public institutions Driving force is often not from the top management of public institution but somewhere else – find this person should be found… Cost saving might not be the main argument, public procurement procedures may change totally all the project plans

Citizen uses X-road solutions via Citizens Portal Examples of e-services:

One portal serves citizens as a gateway to the services of 26 different databases

Who asks data about me?

Apply for EU health insurance card

Apply for parental benefit allowances

5 information systems interact the data (real time) oCitizens’ portal oRegister of Social Insurance Board oPopulation register oInformation system of Health Insurance Fund oInformation system of Tax and Customs Office Example – Parental benefit solution on the X- road

Thank you for your attention! Arvo Ott, PhD Member of Management Board eGovernance Academy