1. Public Services Broker
eGovernment
In Ireland

2. Agenda Background Philosophy Component Parts Progression
Policies and Issues

3. Irish eGovernment Approach
Common approaches across organisational boundaries
OASIS/BASIS
eTenders
eForms
Cross agency portals – eCabinet, eLegislation, eCollaboration
Single agency developments
ROS, Land Registry, CRO, GRO, Driver Testing, Marine Info., Motor Tax, eRecruitment, ePlanning
Similar approach in other countries

4. Usability Problems Different ideas of service transparency
Identification/Authentication proliferation
No replacement for certificates
Information variants (e.g. 17 means tests)
Repeated provision of same data – different contexts
Different looks and feels
Different customer-system to government-system linkages
Primarily aimed at web based access

5. Philosophy Single interface to Government
Expand methods of client access; PC, telephone, land mail, face-to-face, DiTV
24 x 7 x 365 access
Protect personal data so clients have confidence
Minimise provision of personal client information that is of common use
Eliminate multiple recording by each agency of personal client information that is of common use

6. Philosophy – Why a Broker?
Minimise the overall design and implementation effort
Facilitate the early delivery of electronic services
One central implementation of security architecture
Standard "look and feel" of eGovernment service delivery
An infrastructure to support high quality access to eGovernment services
Minimise the requirement for clients to notify all agencies of changes to basic information

7. Philosophy – Why a Broker?
Give impetus to client-focused process engineering within agencies and improved collaboration between them
Give impetus to the development of a national payments strategy (ePayments)
Ensure active consideration by agencies of the delivery possibilities when new services are being planned
Reduce the data entry effort in government and improve the quality of this data
Facilitate new and more useful integrated service packages

8. Component Parts Registration & Authentication Information ePayments
Integration Framework
Information
Registration & Authentication
Data Acquisition
Data Vault
Secure Messaging
ePayments
Rules & Workflow
Transaction Mgmt
Data Distribution
User Access Management
Security Architecture

9. Component Parts Integration Framework
Forms service, Data upload service
Workflow
Validation
Data population
Transformation
Long Running Distributed Transactions
XML Envelope, Routing

10. Component Parts Data Vault
Public Service Identification (PSI) ?
Business Service Identification (BSI) ?
Voluntary additional information
Drafts, History ?
Personalisation ?
Certified data ?
Externally certified data ?

11. Progression Reach Agency established 1999
Mandated by Government in May 2000 to build or procure the Public Services Broker
Mission Statement
To radically improve the quality of service to personal and business customers of Government and to deploy the Public Services Broker to help agencies achieve that improvement

12. Progression
Decision to enlist a partner to build the Broker system using EU Negotiated Procedures
Invitation to participate in January 2002
28 bids were received - 6 short listed
Statement of Requirements issued
Evaluation Complete December 2002
Next Stage - Best And Final Offer (BAFO)

13. Progression – Phase 1 Self Register to t-Scheme Level 1
Authenticate using user identity and password
Manage personal data held on their behalf
Complete forms online with pre-population of their data (i.e. without the facility to delegate completion)
Navigate content concerning services according to an agreed taxonomy

14. Progression – Phase 1 Download forms
Send messages to agencies and receive replies
Review their history of service requests including the status of their current requests
Terminate their account
PSB to manage personal data held on clients behalf

15. Progression – Launch Services
Major Life Event Certification
Applications for Work Permits
Motor Tax Renewal
Tax Clearance Certificates
Online access to land maps
Examination Results
Animal Importation Notifications
Public Service Jobs
Evening Course Applications
Job Applications

16. Policies and Issues t-Scheme 2 & 3 Registration & Authentication
Data Vault –
Credibility – client trust
Content
Architecture
Ownership – Data Protection
Agency Footprint
Inter Agency Messaging System
Hosting, Management

17. Policies and Issues Consolidation of Tests
Consolidation of Information
Citizen
Business
Process
Ability to launch service
Organisational Development & Transformations
Job Holder
“Always on” % Agency Availability

18. Policies and Issues Resource and manage the initiative going forward
Engage Agencies
Service Level Agreements Between
PSB and Agencies
Agency and Agency
PSB and Citizen
Legislation changes
Incentives for clients
Could be very impersonal or rules based
Could be very expensive