How to integrate back-office processes to guarantee an optimal service delivery to customers ? Frank Robben General manager Crossroads Bank for Social Security Sint-Pieterssteenweg 375 B-1040 Brussels Website: Crossroads Bank for Social Security

2 28/11/2002 Crossroads Bank for Social Security April 2002 Web-based survey on electronic public services ordered by the European Commission (p. 11): The website of the social security administration in Belgium ( is a good example of the combination of back-office integration and an e-portal solution. This site is a front- office result of a long-term effort that the Belgian government made last years linking different databases. The site is a unique window for social security in Belgiumwww.socialsecurity.be See list/source_data_pdf/2nd_measurement_final_report.pdfhttp://europa.eu.int/information_society/eeurope/benchmarking/ list/source_data_pdf/2nd_measurement_final_report.pdf

3 28/11/2002 Crossroads Bank for Social Security What is E-government ? n E-government is a continuous optimization of service delivery and governance by transforming internal and external relationships through technology, internet and new media n external relationships -government citizen -government business n internal relationships -government government -government employees n all relationships -are bidirectional -can be within a country or border-crossing

4 28/11/2002 Crossroads Bank for Social Security Government n not monolithic -EU -in every country federal level regions communities provinces municipalities parapublic institutions private instutions participating in delivery of public services … n integrated E-government is based upon common strategy, multilateral agreements and interoperability n E-government contains the opportunity to realize one virtual electronic government with full respect for every specific competence

5 28/11/2002 Crossroads Bank for Social Security Advantages n efficiency gains -in terms of costs: same services at lower total costs, e.g. unique information collection using co-ordinated notions and administrative instructions less re-encoding of information by electronic information exchange less contacts functional task sharing concerning information management, information validation and application development (distributed information systems) -in terms of quantity: more services at same total cost, e.g. all services are available at any time, from anywhere and from any device integrated service delivery -in terms of speed: same services at same total cost in less time reduction of waiting and travel time direct interaction with competent governmental institution real time feedback for the user

6 28/11/2002 Crossroads Bank for Social Security Advantages (ctd) n effectiveness gains -in terms of quality: same services at same total cost in same time, but to a higher quality standard, e.g. more correct service delivery personalized and participative service delivery more transparant and comprehensive service delivery more secure service delivery possibility of quality control on service delivery process by customer -in terms of type of services: new types of services, e.g. push system: automatic granting of or information about services active search of non-take-up using datawarehousing techniques controlled management of own personal information personalized simulation environments

7 28/11/2002 Crossroads Bank for Social Security E-government: a structural reform process n ICT is only a means by which a result may be obtained n E-government requires -considering information as a strategic resource for all government activity -change of basic mindset: from government centric to customer centric -re-engineering of processes within each government institution, each government level and across government levels -clear definition of mission and core tasks of every governmental institution

8 28/11/2002 Crossroads Bank for Social Security E-government: a structural reform process (ctd) n E-government requires (ctd) -co-operation between governmental institutions: one virtual electronic government, with respect for mission and core tasks of each governmental institution and government level -co-operation between government and private sector -adequate legal environment elaborated at the correct level -interoperability framework: ICT, security, unique identification keys, harmonized concepts -implementation with a decentralized approach, but with co- ordinated planning and program management (think global, act local) -adequate measures to prevent a digital divide

9 28/11/2002 Crossroads Bank for Social Security Information as resource: implications 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

10 28/11/2002 Crossroads Bank for Social Security Information as resource: implications (ctd) 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

11 28/11/2002 Crossroads Bank for Social Security Information as resource: implications (ctd) 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

12 28/11/2002 Crossroads Bank for Social Security Information as resource: implications (ctd) 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

13 28/11/2002 Crossroads Bank for Social Security Information as resource: implications (ctd) 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

14 28/11/2002 Crossroads Bank for Social Security 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 Information as resource: implications (ctd)

15 28/11/2002 Crossroads Bank for Social Security Information as resource: implications (ctd) 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

16 28/11/2002 Crossroads Bank for Social Security Information as resource: implications (ctd) n protection of information -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

17 28/11/2002 Crossroads Bank for Social Security Information as resource: implications (ctd) n protection of information (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

18 28/11/2002 Crossroads Bank for Social Security Customer centric n unique declaration of every event during the life cycle/business episode of a customer and automatic granting of all related services, e.g.

19 28/11/2002 Crossroads Bank for Social Security Customer centric (ctd) n delivery of services that cannot be granted automatically to a customer -in an integrated way information interaction transaction -re-using all available information harmonized concepts back-office integration prefilled information

20 28/11/2002 Crossroads Bank for Social Security Customer centric (ctd) n delivery of services that cannot be granted automatically to a customer (ctd) -in a personalized way look & feel and interface content –only relevant information and transactions personalized support –contextual help –own language –adapted vocabulary –on-line simulations -or at least based on the way of thinking of the customer group life events (birth, marriage, etc.) or business episodes (starting a company, recruiting personnel, etc.) life styles (sport, culture, etc.) life status (unemployed, retired, etc.) or business sectors specific target groups

21 28/11/2002 Crossroads Bank for Social Security Customer centric (ctd) n declaration of events and service delivery via an access method chosen by the customer -various end-user devices PC, GSM, PDA, digital TV, kiosks, … -file transfer -use of intermediaries -accessible to disabled n use of integrated customer relation management tools n service delivery in principle free of charge

22 28/11/2002 Crossroads Bank for Social Security Integration is the key n lack of integration leads to -overloading of the citizens/companies multiple collection of the same information by several governmental institutions no re-use of available information avoidable contacts with citizens/companies due to multiple, unco- ordinated quality checks -waste of efficiency and time within the governmental institutions -suboptimal support of the policy made by government -higher possibilities of fraud

23 28/11/2002 Crossroads Bank for Social Security Implementation in Belgium n principles have been implemented under co- ordination of the Crossroads Bank for Social Security within the social security sector consisting of public and private social security institutions n principles are being implemented under co-ordination of the new Federal Public Service for ICT (FEDICT) within the federal government n principles are accepted by regions and communities by signing the co-operation agreement between the federal government, the regions and the communities

24 28/11/2002 Crossroads Bank for Social Security Some examples n contribution certificates in the health care sector n derived rights in tax affairs n application for a license plate n multifunctional quarterly declaration of wages and working times and electronical declaration of social risks

25 28/11/2002 Crossroads Bank for Social Security ONSS INAMI Employer Employees Sickness funds Control Contribution certificate health care sector – past situation

26 28/11/2002 Crossroads Bank for Social Security INAMI Control KSZ-BCSS ONSS Employer Employees Sickness funds Contribution certificate health care sector - present situation

27 28/11/2002 Crossroads Bank for Social Security Derived rights in tax affairs n a number of people are entitled to an increased refund of the costs for medical care n moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes

28 28/11/2002 Crossroads Bank for Social Security Sickness fund Derived rights in tax affairs - past situation

29 28/11/2002 Crossroads Bank for Social Security CBSS sickness funds network Derived rights in tax affairs - present situation

44 28/11/2002 Crossroads Bank for Social Security Multifunctional declaration wages & working time ONSS ONPONVA Employer old age pension holiday pay CBSS ONEMINAMI ONAFTS FATFMP Simplification Activiteit 3 Activiteit 2 Activiteit 1 one electronic declaration

45 28/11/2002 Crossroads Bank for Social Security Multifunctional declaration wages & working time n can only be done electronically via -social security portal -FTP/MQSeries -interbanking network n 24/24 7/7 n can, by using an electronic certificate -be consulted and corrected on-line by the employer -concerning his employees and the period of employment

46 28/11/2002 Crossroads Bank for Social Security Electronical declaration of social risks n today: multiple collection of information by using various, complex, not co-ordinated paper forms

47 28/11/2002 Crossroads Bank for Social Security Electronical declaration of social risks n tomorrow -limitation of the collected information to the information not yet available at other public services (abolition or at least significant simplification of forms) -unique collection of information from the employer -in a standardized way across all social security institutions -possibility of electronical declaration (24/24 7/7) via social security portal FTP/MQSeries interbanking network -uniform instructions

48 28/11/2002 Crossroads Bank for Social Security Concrete projects n network of service integrators n unique identification keys n electronic identity card n portal sites

49 28/11/2002 Crossroads Bank for Social Security Network of service integrators Internet Extranet region or community Extranet region or community Extranet social security Extranet social security Services repository SSI FPS Services repository FedMAN FPS R/CPS Services repository Publilink Municipality Province Municipality Services repository Service integrator (BCSS) Service integrator (FEDICT) Service integrator

50 28/11/2002 Crossroads Bank for Social Security Network of service integrators (ctd) n type of exchanged information -structured data -documents -images -multimedia -metadata -business processes n using web services

51 28/11/2002 Crossroads Bank for Social Security Network of service integrators (ctd) n useful functions of service integrators (FEDICT, CBSS, …) -secure messaging -business logic and work flow support -directory of authorized users and applications list of users and applications definition of authentication means and rules definition of authorization profiles –which service is accessible to which type of user/application for which persons/companies in which capacities in which situation and for which periods -directory of data subjects which persons/companies in which capacities have personal files in which institutions for which periods -subscription table which users/applications want to receive automatically which services in which situations for which persons in which capacities

52 28/11/2002 Crossroads Bank for Social Security Network of service integrators (ctd) Interconnection Information Exchange Services Repository TCP/IP SMTP LDAP FTP S/MIME XML XSL SOAP WSDL metadata (RDF, XTM, XMI, …) Security (e.g. PKI) Open standards Services Register (~ UDDI) Agreements (~ ebXML) Policies Vocabularia (content + metadata)

53 28/11/2002 Crossroads Bank for Social Security Network of service integrators (ctd) n key issues -evolution of standards -collaboration with vendors -not limited to public agencies -national, European & international standards -every partner is free to implement internally in his own way: black box philosophy

54 28/11/2002 Crossroads Bank for Social Security Unique identification keys n citizens -generalization of the use of the social security number (national register number or CBSS-number) -(electronically) readable from the electronic identity card -controlled access to basic identification data in National Register and CBSS n companies -unique company number (based on VAT-number) -unique number for every plant of business -generalized access to basic identification data in Company Register n regulation on data interconnection

55 28/11/2002 Crossroads Bank for Social Security Electronic identity card n retained functions -visual and electronic identification of the holder -electronic authentication of the holder via the technique of the digital signature -generation of electronic signature via the technique of the digital signature (non repudiation) -proof of characteristics of the holder via the technique of the digital signature on the initiative of the holder -only identification data storage -no electronic purse -no biometry

56 28/11/2002 Crossroads Bank for Social Security Electronic identity card: content n visual -identification data: name, first names, sex, date and place of birth -National Register number -photograph -card number -validity period n electronic -serial number (sn) -National Register number (nrn) -card number (cn) -visual identification data + sn + nrn + cn (signed by National Register = sig1) -address + sig1 (signed by National Register = sig2) -photograph + sig1 (signed by National Register = sig3)

57 28/11/2002 Crossroads Bank for Social Security Organization model n government chooses card producer and certification authority issuing the identity certificates as a result of a public call for tenders n the municipality calls the holder for the issuing of the electronic identity card n the municipality acts as registration authority for 2 certificates: authentication and electronic signature n 2 key pairs are generated within the card at production time and the private keys are stored within the chip of the card

58 28/11/2002 Crossroads Bank for Social Security Organization model (ctd) n the 2 certificates are created by the certification authority, but published only when the holder agrees n the use of the private keys within the chip needs an activation of the card by a municipal official using his PUK2 and the PUK1 sent to the holder n first authentication within one session (first private key) and every generation of an electronic signature (second private key) requires the PIN code of the holder n the second private keys and the identity certificate on the electronic identity card can be used to generate an electronic signature within the scope of E-government applications which require such a signature

59 28/11/2002 Crossroads Bank for Social Security Organization model (ctd) n the electronic identity card contains the necessary space to store other private keys associated to attribute certificates that holder can obtain at the certification authority of his choice

60 28/11/2002 Crossroads Bank for Social Security Organization model 1 1 CM/CP/CI VRK Bull CA ERA Matti Meikäläinen PIN & PUK1 - code

61 28/11/2002 Crossroads Bank for Social Security Portal sites: actual situation customers citizens companies suppliers partners employees intermediaries PORTAL A single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications business intelligence content management directory PORTAL B single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications content management business intelligence directory

62 28/11/2002 Crossroads Bank for Social Security Portal sites (ctd) n need to strike the right balance between roles in delivering e-government services: not a single, but many one-stop shops (public and private) Government ASP’s Leading portals Local service providers Banks Associations … Government own portals Government-hosted community sites Content and Services PublicPrivate Public Channel PPP Source: Andrea Di Maio - Gartner

63 28/11/2002 Crossroads Bank for Social Security Portal sites (ctd) n public institutions need to concentrate on core activities, such as -information modular up to date information blocks concerning public services with standardized metadata based on standardized thesauri in generally accessible content management systems with separation between content and metadata (reuse, don’t rewrite) that can be submitted to automatical re-indexation -transactions applications that can be easily integrated in private or public portal sites

64 28/11/2002 Crossroads Bank for Social Security Portal sites (ctd) n public portals should have added value -integration of services information work flow based on life events of the customers integration with work flow of customers -coordinated basic services for own customers single sign on ticketing logging notification service …

65 28/11/2002 Crossroads Bank for Social Security Portal sites: to be situation customers citizens companies suppliers partners employees intermediaries PORTAL B single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications content management business intelligence PORTAL A single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications business intelligence content management directory

66 28/11/2002 Crossroads Bank for Social Security Portal sites (ctd) n other key issues -multidimensionality: accessibility of same services through different « views » -multi channel enabling -citizen/company relation management integrated service delivery, across all used channels personalization of service delivery –first step: personalized home page for every company on social security portal evolution to push system quality control feedback mechanisms for permanent improvement of service delivery -contact center

67 28/11/2002 Crossroads Bank for Social Security Critical success factors n E-government as a structural reform process -process re-engineering within and across public institutions -back-office integration for automatic granting of services -integrated and personalized front-office service delivery n support of and access to policymakers at the highest level n co-operation between all actors concerned based on repartition of tasks rather than centralization of tasks n quick wins combined with long term vision n focus on more efficient and effective service delivery rather than on the fight against fraud n respect for legal repartition of competences between actors n legal framework n creation of an institution that stimulates and co-ordinates

68 28/11/2002 Crossroads Bank for Social Security Most important barriers 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 complexity of BPR in a government environment n race for quick wins (cf surveymania) doesn’t stimulate development of well conceived systems based on re- engineering

69 28/11/2002 Crossroads Bank for Social Security Most important barriers n public sector tends, perhaps for reason of prestige, to favour tailor-made, high-risk, state-of-the-art solutions even when alternative, off-the-shelf, cheap, tried and tested systems are available n in the public sector, there is typically no financial margin of value to be added by innovation n intermediaries often perceive e-government as a threat n skills and knowledge

70 28/11/2002 Crossroads Bank for Social Security Most important barriers 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

you ! Crossroads Bank for Social Security