Integrated services delivery based on eGovernment Frank Robben General manager Crossroads Bank for Social Security & eHealth-platform Sint-Pieterssteenweg 375 B-1040 Brussels Personal website:

2 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Structure of the presentation n expectations of citizens and companies n critical success factors n common vision on information management and on information security n towards a network of service integrators n role of the service integrators n advantages

3 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Expectations of citizens and companies n effective public services n integrated service delivery -attuned to the concrete situation of the citizens or the companies, and personalized when possible -attuned to their own processes -delivered at the occasion of events that occur during their life cycle (birth, going to school, starting to work, move, illness, retirement, starting up a company, …) -across government levels, public services and private bodies n with minimal costs and minimal administrative burden n if possible, granted automatically n with active participation of the user (self service) n well performing and user-friendly n reliable, secure and permanently available n accessible via a channel chosen by the user (application to application, PC, phone, direct contact, …) n sufficient privacy protection

4 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Critical success factors n integrated electronic service delivery as a structural reform process -process re-engineering within and across actors -back-office integration for unique information collection, re-use of information and automatic granting of benefits -integrated and personalized front-office service delivery, preferably from application to application n multidisciplinary approach -business process optimization -legal coordination -ICT coordination -information security and privacy protection -change management -communication -coaching and training n lateral thinking when needed

5 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Critical success factors n common vision on electronic service delivery, information management and information security amongst all stakeholders n trust of all stakeholders, especially partners and intermediaries, based on -mutual respect -real mutual agreement -transparency n respect for legal allocation of competences between public actors n co-operation between all actors concerned based on distribution of tasks rather than centralization of tasks n focus on more efficient and effective service delivery and on cost control n reasoning in terms of added value for citizens and companies rather than in terms of legal competences

6 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Critical success factors n appropriate balance between efficiency on the one hand and information security and privacy protection on the other n quick wins combined with long term vision n technical and semantic interoperability n legal framework n adaptability to an ever changing societal and legal environment n creation of a network of service integrators that stimulate, co-ordinate and assure a sound program and project management n sufficient financial means for innovation: agreed possibility to re- invest efficiency gains in innovation n service oriented architecture (SOA)

7 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Service Oriented Architecture Basic services Applications Presentation Business services Data

8 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Multifunctional basic services user & access mgt trans- for- mation ticke- ting routing deci- sion rules orches- tration state machine loggin g

9 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Application integration Application Orchestration Application integration and monitoring Exposed services Consulted services Application Service Bus Clients Providers

10 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Critical success factors 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 n when necessary, support of and access to policymakers at the highest level

11 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Common vision on information management n information is being modelled in such a way that the model fits in as closely as possible with the real world, in order to allow multifunctional use of information n information is collected from citizens and companies only once by the government as a whole, via a channel chosen by the citizens and the companies, preferably from application to application, and with the possibility of quality control by the supplier before the transmission of the information n the collected information is validated once according to established task sharing criteria, by the actor that is most entitled to it or by the actor which has the greatest interest in correctly validating it n a task sharing model is established indicating which actor stores which information as an authentic source, manages the information and maintains it at the disposal of the authorized users

12 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Common vision on information management n information can be flexibly assembled according to ever changing legal concepts n every actor has to report probable errors of information to the actor that is designated to validate the information n every actor that has to validate information according to the agreed task sharing model, has to examine the reported probable errors, to correct them when necessary and to communicate the correct information to every known interested actor n once collected and validated, information is stored, managed and exchanged electronically to avoid transcribing and re-entering it manually n electronic information exchange can be initiated by -the actor that disposes of information -the actor that needs information -the service integrator that manages the interoperability framework

13 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Common vision on information management n electronic information exchanges take place on the base of a functional and technical interoperability framework that evolves permanently but gradually according to open market standards, and is independent from the methods of information exchange n available information is used for -the automatic granting of benefits -prefilling when collecting information

14 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Common vision on information security n security, availability, integrity and confidentiality of information is ensured by integrated structural, institutional, organizational, HR, technical and other security measures according to agreed policies n personal information is only used for purposes compatible with the purposes of the collection of the information n personal information is only accessible to authorized actors and users according to business needs, legislative or policy requirements n the access authorization to personal information is granted by an independent Sectoral Committee of the Privacy Commission, designated by Parliament, after having checked whether the access conditions are met n the access authorizations are public

15 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Common vision on information security n every actual electronic exchange of personal information has to pass an independent trusted third party (basically the service integrator) and is preventively checked on compliance with the existing access authorizations by that trusted third party n every actual electronic exchange of personal information is logged, to be able to trace possible abuse afterwards n every time information is used to take a decision, the information used is communicated to the person concerned together with the decision n every person has right to access and correct his/her own personal data n every actor disposes of an information security officer with an advisory, stimulating, documentary and control task

16 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Towards a network of service integrators Internet Extranet region or commmunity Extranet region or commmunity FEDMAN Services repository FPS ASS Services repository Extranet social sector ASS RPS Services repository VPN, Publi- link, VERA, … City Province Municipality Services repository Service integrator (FEDICT) Service integrator (CBSS) Service integrator (Corve, Easi- Wal, CIRB, …)

17 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Role of service integrators n definition of the vision and the strategy on eGovernment in their sector n implementation of the common principles related to information management, information security and privacy protection n definition, implementation and management of an interoperability framework -technical: secure messaging of several types of information (structured data, documents, images, metadata, …) -semantic: harmonization of concepts and co-ordination of necessary legal changes -business logic and orchestration support n coordination of business process reengineering n stimulation of service oriented applications n driving force of the necessary innovation and change n program management, consultancy and coaching n cooperative governance

18 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Advantages n gains in efficiency -in terms of cost: services are delivered at a lower total cost due to –a unique information collection using a common information model and administrative instructions –a lesser need to re-encoding of information by stimulating electronic information exchange –a drastic reduction of the number of contacts between government on the one hand and companies or citizens on the other –a functional task sharing concerning information management, information validation and application development –a minimal administrative burden according to a study of the Belgian Planning Bureau, rationalization of the information exchange processes between the employers and the social sector implies an annual saving of administrative costs of about 1.7 billion € a year for the companies

19 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Advantages n gains in efficiency -in terms of quantity: more services are delivered services are available at any time, from anywhere and from several devices services are delivered in an integrated way according to the logic of the customer -in terms of speed: the services are delivered in less time services can be allocated quicker because information is available faster waiting and travel time is reduced companies and citizens can directly interact with the competent actors in the with real time feedback

20 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 Advantages n gains in effectiveness -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. push system: automated granting of benefits active search of non-take-up using data warehousing techniques controlled management of own personal information personalized simulation environments n better support of policy n more efficient combating of fraud

21 Crossroads Bank Social Security – eHealth-platformMarch 24, 2010 More information n website Crossroads Bank for Social Security n website eHealth-platform n personal website Frank Robben

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