E-government: from hype to reality 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 Federal Public Service for ICT (FEDICT)

2 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

3 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

4 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

5 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

6 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

7 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

8 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

9 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

10 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

11 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

12 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

13 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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)

14 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

15 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

16 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

17 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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.

18 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

19 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

20 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

35 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Re-engineering of processes n BPR programs started within every federal ministry n but need for transversal BPR programs between -federal ministries -institutions of other government levels (e.g. municipalities, regions, communities, …) -parapublic institutions or private institutions delivering public services (e.g. social security institutions) n integration is the key -processes (back office and front office) -information management

36 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

37 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Co-operation between government levels n co-operation agreement has been signed between federal government, regions and communities -coordinated offer of e-services to citizens/companies -guarantee that a citizen/company can use the same tools terminal software electronic signature -guarantee of a unique data collection from the citizen/company -with respect for the partition of competences between government levels

38 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Co-operation agreement between government levels n co-ordinated, customer oriented service delivery n agreements have to be made on common standards n mutual tuning of portals, middleware, websites and back offices n use of common identification keys and electronic signature n mutual tuning of business processes when necessary n gradual mutual task-sharing on data storage in authentic form n common policy on SLA’s and security

39 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Co-operation government and private sector n private companies as service providers (sharing of investments), e.g. -network and security management -co-sourcing in BPR and development/maintenance/housing of ICT building blocks, e.g. certification authorities portals n private companies as partners -integrated work flow with their own information systems, e.g. e-procurement tax declaration social security declarations

40 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Changes of the legal environment n organization of integrated data management and electronic service delivery: legal base for Royal Decree exists -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 n harmonization of basic concepts

41 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Changes of legal environment (ctd) n ICT-law -data protection -public access to information -electronic signature -probative value n no overregulation -only basic principles -technology-neutral, but not technology unaware

42 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Interoperability framework n goal: to guarantee the ability of government organizations and customers to share information and integrate information and business processes by use of -interoperable ICT -common security framework -common identification keys/sets for every entity -harmonized concepts and data modelling

43 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) ICT interoperability n examples on - and (recent frameworks based on actual open ICT standards, to be implemented) - (framework started in 1991 and implemented between Belgian social security institutions, with unique gateway to foreign social security institutions within the EU, and continuously adapted to evolving and proven ICT standards with backwards compatibility) n tendency to use of open ICT standards n but ICT is so dynamic and fast changing that ICT standards are in an almost constant state of evolution n huge need to agreements on how to ensure functional interoperability, far beyond technical interoperability

44 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Functional ICT interoperability n standardized codification (e.g. institutions, return codes, …) n standardized use of objects and attributes n standardized layout of header of messages, independent from information exchange format (EDI, XML, …) and type of information exchange n version management n backwards compatibility n SLA’s on disponibility and performance of services n access autorisation management n anonimization rules n acceptation and production environments n priority management n …

45 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common security framework n issues -confidentiality -integrity -availability -authentication -autorisation -non-repudiation -audit

46 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common security framework (ctd) n specific points of interest -risk awareness based on risk analysis -security policies -structural and organisational aspects -encryption standards -interoperability of PKI electronic certificates –procedures (registration authority, certification authority) –difference between identification certificates and attribute certificates –attributes, optional fields revocation lists directories -application security

47 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common identification keys n at least common identification keys and identification sets for every entity -person -company -patch of ground n between nations -unique schemes -conversion tables n regulation of interconnection of information based on unique identification keys

48 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common identification keys (ctd) n characterictics -unicity one entity – one identification key same identification key is not assigned to several entities -exhaustivity every entity to be identified has an identification key -stability through time identification key doesn’t contain variable characterics of the identified entity identification key doesn’t contain references to the identification key or characteristics of other entities identification key doesn’t change when a quality or characteristic of the identified entity changes

49 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Harmonized concepts and data model n harmonized concepts and datamodel: example on (best practice of combination of back office integration and e-portal solution in web- based survey on electronic public services by DG Information Society (European Commission) – April 2002)

50 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Harmonized concepts and data model n standard elements -with well defined characteristics -used within all services n OO-oriented, e.g. inheritance in a multilingual environment n version management in an ever changing environment n define once, use many (different presentations) n workflow for validation of standard elements and characteristics n multi criteria search -by element -by scheme -by version -…

51 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) OO-oriented – inheritance

52 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) OO-oriented – inheritance

53 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) OO-oriented – inheritance

54 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Version management

55 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Version management

56 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Validation workflow

57 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Validation workflow

58 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Define once, publish many

59 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Define once, publish many

60 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Multi criteria search

61 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Multi criteria search

62 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Multi criteria search

63 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) A methodology to harmonize concepts n inventory of all documents (frequently) used for information collection n inventory of collected information n classification of collected information using a clustering methodology n decomposition of collected information into “real life” classes with description of the asked attributes n analysis of goals: what is every “real life” classes used for ? n setting up of simplification propositions (e.g. senseless different treatment of same “real life” object)

64 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) A methodology to harmonize concepts (ctd) n based on the simplification propositions, framing out of an OO information model for information to be collected n design of XML-schema’s for the collecting of the information, corresponding to the OO information model n legislative adaptations in order to introduce the uniform definitions of the information classes n procedures in order to guarantee the consistency of the OO information model in an ever changing legal environment

65 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Preventing digital divide n no creation of information haves and information have-nots n possible measures -promoting automatic granting of services -electronic services are (for the time being) considered as extra services, tradional services remain -access to electronic services in public places -role of intermediaries and front office organisations -education and life-long learning -promoting usability of portals and websites

66 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Some interesting Belgian projects n social security sector n network of service integrators n electronic identity card n unique identification keys n portal sites

67 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

68 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Belgian social security sector n principles have been implemented under co- ordination of the Crossroads Bank for Social Security, in co-operation with public and private social security institutions n functional and technical interoperability framework is functioning -between these institutions -between these institutions and all employers n every socially insured person has a unique identification key throughout the whole social security sector and an electronically readable social identity card containing this identification key

69 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Belgian social security sector n protection of information organised by -Control Committee designated by Parliament preventive authorization of legitimacy of the exchange of personal data complaint handling security policies -Crossroads Bank for Social Security preventive access control loggings

70 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Interoperability within social security onem inami cger onp ossom onva fmp fat adp onafts cpsm inasti onssapl onss spf ss spf e & t fonds de séc. exist. Crossroads Bank for Social Security national register sickness funds network

71 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Reference directory n serves as a base for organization of information flows n structure -directory of persons: what persons in what capacities have personal files in what social security institutions for what periods -data availability table: what data are available in what social security institutions for what types of files -access authorization table: what data may be transmitted to what institutions for what types of files n functions -routing of information -preventive access control -automatic communication of changes to information

72 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information servers n information servers -directory of persons of the Crossroads Bank -National Register -Crossroads Bank Registers -wages and working time database (LATG) of the ONSS -employers directory (WGR) of the ONSS -consultable database of contribution certificates - it contains the proofs of “ensurability”, i.e. the fact that somebody is entitled to receive medical treatment -SIS-card registers n services offered -interactive consultation -batch consultation -automatic communication of updates

73 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) National Register - CBSS Registers - past situation National Register Municipalities

74 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) National Register - CBSS Registers – present situation National Register Municipalities

75 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Preprocessed messages n preprocessed messages -beginning/end of labour contract, beginning/end of self-employed activity -contribution certificates medical care (employees, self-employed, beneficiaries of social security allowances) -unemployment benefits – career break -allowances for incapacity for work (health care, accidents at work, occupational disease) -young unemployed -allowances to the handicapped -guaranteed income – social support -people suffering from long-term illness -social exemption -fiscal exemption -tax reduction/exemption -special contribution for social security -solidarity contribution on old age pensions -migrant workers

76 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Preprocessed messages n services offered: -batch consultation -automatic communication of messages

77 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) ONSS INAMI Employer Employees Sickness funds Control Contribution certificate health care sector – past situation

78 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) INAMI Control KSZ-BCSS ONSS Employer Employees Sickness funds Contribution certificate health care sector - present situation

79 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

80 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Sickness fund Derived rights in tax affairs - past situation

81 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) CBSS sickness funds network Derived rights in tax affairs - present situation

82 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) of exchanged messages Long-term illness Young unemployed Handicapped Migrant workers Deductions on pensions Social exemption Increase Reference Directory Unemployed persons / persons in career break Special contribution Fiscal exemption Contribution certificates Database on wages and working time DIMONA (immediate declaration of employment) Tax reduction / exemption Incapacity for work National Register / Crossroads Bank Register SIS / SAM cards Guaranteed income Self-employed Preventive breast screening Public transport pass Automatical pension application Nominal control cards Consultation directory of persons Number of exchanged messages

83 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Some figures n 14,5 million different persons known in person directory n on an average, every person is known in 5,1 sectors n response time on-line messages: question CBSS question answer 93,8 % in < 1 sec 99,6 % in < 2 sec 98,8 % in < 4 sec

84 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security card name Christian name date of birth sex social security number period of validity of the card card number sickness fund sickness fund registration number insurance period insurance status social exemption status other data to be added in the future, if useful key 1 key 2

85 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security card - example 1 Social identity card Decryption card CBSS in chemistries and hospitals Sickness fund 3 Sickness fund 1 Sickness fund 2 CIN

86 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security card - example 2 ONSS EMPLOYER CBSS

87 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security portal

88 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Integrated service delivery n common basic services (e.g. single sign on, notification n information n several categories of transactions -transactions at the beginning or the end of employment (DIMONA) -quarterly declaration of wages and working time -transactions when a social risk occurs -transactions in order to manage information about yourself -transactions in order to control the quality of the service delivery process -...

89 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Work force register Data- base Special work force register Indivudual document Students contract Inspection Employment contract Simplification On line consultation ONSS Work force register Transactions at beginning/end of employment

90 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Immediate declaration of employment n can only be done electronically via -social security portal -FTP/MQSeries -interbanking network -vocal server n 24/24 7/7 n offers the employer a key to on-line consultation and correction -of the database on employment -by using a electronic certificate, of the database concerning wages and working time and other derived databases -concerning his employees and the period of employment

91 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Quarterly 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

92 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Quarterly 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

93 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronical declaration of social risks n today: multiple collection of information by using various, complex, not co-ordinated paper forms

94 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

95 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Time frame n operational -DIMONA and on-line consultation of work force register -declaration of temporary employment of foreign employees in Belgium -declaration of temporary unemployment -declaration of building yards -on-line consultation of overdue payments of social security contributions by an employer -documentation, instructions, test cases and XML-schemes concerning transactions that will be available during the next 2 years

96 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Time frame n end multifunctional declaration of wages and working time data -electronical declaration of beginning of part-time job -electronical declaration of accident at work -application for temporary removal from work because of occupational disease n end electronical application for allowances in case of incapacity of work n end electronical application for unemployment benefits -electronical application in case of pre-pension scheme (early retirement)

97 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

98 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Network of service integrators (ctd) n type of exchanged information -structured data -documents -images -multimedia -metadata -business processes n using web services

99 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

100 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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)

101 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

102 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) FEDICT: TANGO n Target Architecture for Networked Government Operations

103 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Service oriented architecture Intranet Services Internet Source: Peter Strickx - FEDICT

104 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Service oriented architecture Intranet Presentation Tier Business Tier Integration Tier Source: Peter Strickx - FEDICT

105 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

106 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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)

107 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

108 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

109 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

110 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organization model 1 1 CM/CP/CI VRK Bull CA ERA Matti Meikäläinen PIN & PUK1 - code

111 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) No storage of electronic data on the card n why not ? -preventing perception of the card as a big brother -preventing loss of data, when the card is lost -preventing frequent updates of the card n stimulation of the controlled access to data over networks, using the card as an access tool, rather than storage of data on the card n thus, no integration of SIS-card and electronic identity card

112 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Technical characteristics n security policy conform to the BelPIC document n secure infrastructure between National Register and service providers n smart card -support format ID-1 (ISO ) rainbowprint fluorescent marks (UV) an other substrat for impression printing in OVI micro-letter kinegram photograph card number

113 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Technical characteristics (ctd) n smart card (ctd) -chip: ISO to 9 (format, command) and PKCS#15 (structure file and identifier) -protocol : T=0 -functions: PKCS#11 & ISO certificates: X.509 V3 -concrete implementation: proposal of JavaCard SLE66CX322P - 32KB n identity certificate status validation: OCSP

114 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

115 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites: actual situation

116 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites: actual situation

117 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

118 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

119 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

120 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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 …

121 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

122 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

123 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

124 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

125 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

126 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

127 02/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) More info n Crossroads Bank for Social Security n FEDICT n portal sites -federal portal: -social security portal:

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