1. E-government in the social security sector Frank Robben General manager Crossroads Bank for Social Security Strategic advisor Federal Public Service for ICT Sint-Pieterssteenweg 375 B-1040 Brussels E-mail: Frank.Robben@ksz.fgov.beFrank.Robben@ksz.fgov.be Website: http://www.law.kuleuven.ac.be/icri/frobbenhttp://www.law.kuleuven.ac.be/icri/frobben Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT)

2. 2 24/02/2005 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. 3 24/02/2005 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. 4 24/02/2005 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 government body real time feedback for the user

5. 5 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Advantages 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 integrated service delivery 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. 6 24/02/2005 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 government body

7. 7 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) E-government: a structural reform process n E-government requires -co-operation between government bodies: one virtual electronic government, with respect for mission and core tasks of each government body 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. 8 24/02/2005 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. 9 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications 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. 10 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications n unique collection and re-use of information -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. 11 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications 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. 12 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications n management of information -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. 13 24/02/2005 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

14. 14 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications n electronic exchange of information -available information is used for the automatic granting of benefits, for prefilling when collecting information and for information delivery to the concerned persons

15. 15 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications 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. 16 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications n protection of information -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. 17 24/02/2005 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. 18 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric 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. 19 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric 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. 20 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric n declaration of events and service delivery via an access method chosen by the customer -application to application -various end-user devices PC, GSM, PDA, digital TV, kiosks, … -file transfer -use of intermediaries n use of integrated customer relation management tools n service delivery in principle free of charge

21. 21 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Co-operation between government levels n in Belgium, a 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

22. 22 24/02/2005 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

23. 23 24/02/2005 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

24. 24 24/02/2005 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

25. 25 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Changes of legal environment 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

26. 26 24/02/2005 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

27. 27 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) ICT interoperability n examples on -www.govtalk.gov.uk and www.e-government.govt.nz (recent frameworks based on actual open ICT standards, to be implemented)www.govtalk.gov.ukwww.e-government.govt.nz -www.ksz.fgov.be (framework started in 1991 and implemented between 2.000 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)www.ksz.fgov.be 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

28. 28 24/02/2005 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 availability and performance of services n access autorisation management n anonimization rules n acceptation and production environments n priority management n …

29. 29 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common security framework n issues -confidentiality -integrity -availability -authentication -autorisation -non-repudiation -audit

30. 30 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common security framework n specific points of interest -risk awareness based on risk analysis -security policies -structural and organisational aspects -encryption standards -electronic user and identity management identification authentication validation of characteristics or mandates autorisation registration procedures PKI-environment -application security

31. 31 24/02/2005 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

32. 32 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Common identification keys 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

33. 33 24/02/2005 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 -…

34. 34 24/02/2005 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)

35. 35 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) A methodology to harmonize concepts 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

36. 36 24/02/2005 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 integration of portal sites n electronic identity card

37. 37 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security n social security is a protection system against a variety of social risks -childhood -health care -incapacity for work due to sickness accidents -unemployment -old age n due to limited financial means, social security needs to work critically

38. 38 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Definition of the problem n in most countries, a lot of institutions are active in social security n information is one of the main production factors for each of these institutions n the information needed by the institutions is quite similar -identification data -data concerning the professional and social status -periodical data related to working periods and wages -data concerning certain events, e.g. the occurence of a social risk

39. 39 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Definition of the problem n lack of integration leads to -overloading of the citizens/companies multiple collection of the same information by several government bodies 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 government bodies -suboptimal support of the policy made by government -higher possibilities of fraud

40. 40 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Possible solutions n central data management (big brother concept) -not frequently implemented privacy protection technical feasability threat for the autonomy of the institutions n distributed data management (network concept) -decentralised but unique data gathering -decentralised and distributed data storage, with functional task-sharing between social security institutions -data exchange via a network

41. 41 24/02/2005 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 2.000 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

42. 42 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Interoperability within social security onem inami cimire 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 FEDICT & National Register sickness funds network

43. 43 24/02/2005 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

44. 44 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information security n institutional measures n organizational and technical measures based on ISO 17799 n legal measures

45. 45 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Institutional measures n no central data storage n independent Control Committee n preventive control on legitimacy of data exchange by Crossroads Bank according to authorizations of the independent Control Committee n information security department in each social security institution n specialized information security service providers n working party on information security

46. 46 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Independent Control Committee n assigned by Parliament n competences -supervision of information security -authorizing the data exchange -complaint handling -information security recommendations -extensive investigating powers -annual activity report

47. 47 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information security department n in each social security institution n composition -information security officer -one or more assistants n control on independence and permanent education of the information security officers is performed by the Control Committee n the Control Committee can allow to commit the task of the information security department to a recognized specialized information security service provider

48. 48 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information security department: tasks n information security department -recommends -promotes -documents -controls -reports directly to the general management -formulates the blueprint of the security plan -elaborates the annual security report n general management -takes the decision -is finally responsible -gives motivated feedback -approves the security plan -supplies the resources

49. 49 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Contents of the security report n general overview of the security situation n overview of the activities -recommendations and their effects -control -campaigns in order to promote information security n overview of the external recommendations and their effects n overview of the received trainings

50. 50 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Specialized information security service providers n to be recognized by the Government n recognition conditions -non-profit association -having information security in social security as the one and only activity -respecting the tariff principles determined by the Government n control on independence is performed by the Control Committee

51. 51 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Specialized information security service providers n tasks -keeping information security specialists at the disposal of the associated institutions -recommending -organizing information security trainings -supporting campaigns promoting information security -external auditing on request of the institution or the Control Committee n each institution can only associate with one specialised information security service provider

52. 52 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Working party on information security n composition -information security officers of all institutions n task -coordination -communication -proposal of minimal security conditions -check list -recommendations to the Control Committee

53. 53 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organizational & technical measures n security policies n classification of information n security requirements towards the personnel n physical protection n management of communication and service processes n processing of personal data n logical access control n development and maintenance of systems n continuity management n internal and external control n communication to the public of the policy concerning security and the protection of privacy

54. 54 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Legal measures n obligations of the controller -principles relating to data quality -criteria for making data processing legitimate -specific rules for processing of sensitive data -information to be given to the data subject -confidentiality and security of processing -notification of the processing of personal data n rights of the data subject -right of information -right of access -right of rectification, erasure or blocking -right of a judicial remedy n penalties

55. 55 24/02/2005 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 -work force register -wages and working time database (LATG) of the ONSS -employers directory (WGR) of the ONSS -database of contribution certificates -SIS-card and professional card registers n services offered -interactive consultation -batch consultation -automatic communication of updates

56. 56 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) National Register - CBSS Registers - past situation National Register Municipalities

57. 57 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) National Register - CBSS Registers – present situation National Register Municipalities

58. 58 24/02/2005 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 -derived rights (e.g. tax reduction/exemption, free public transport,...) -special contribution for social security -solidarity contribution on old age pensions -migrant workers -…

59. 59 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Preprocessed messages n services offered: -batch consultation -automatic communication of messages

60. 60 24/02/2005 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

61. 61 24/02/2005 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

62. 62 24/02/2005 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

63. 63 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Sickness fund Derived rights in tax affairs - past situation

64. 64 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) CBSS sickness funds network Derived rights in tax affairs - present situation

65. 65 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security card n functions -reliable, electronically readable identification card in the hands of each social insured person, that contains the unique social security identification number -electronic support owned by every social insured person, containing information on his social security status needed by bodies not connected to the social security network first application: proof of health care insurability status to health care professionals applying the third payer rule n protected memory chip card having a capacity of 8 kbits, respecting ISO 7816.1-7816.5 n delivered to every insured person (10.000.000 cards)

66. 66 24/02/2005 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

67. 67 24/02/2005 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

68. 68 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security card - example 2 ONSS EMPLOYER CBSS

69. 69 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Interoperability outside social security Backbone Internet FW R R FedMAN R R R R FW R R Access servers Internet services R R FW R R R R R Crossroads bank for social security FW R R Other extranets Publilink

70. 70 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security portal

71. 71 24/02/2005 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 -...

72. 72 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Integrated service delivery n harmonized concepts n harmonized data model and XML-schemes n self-service and personalization n customer relation management n contact center

73. 73 24/02/2005 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

74. 74 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Immediate declaration of employment n can only be done electronically via -FTP/MQSeries -interbanking network -social security portal -vocal server n 24/7 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

75. 75 24/02/2005 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

76. 76 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Quarterly declaration wages & working time n can only be done electronically via -FTP/MQSeries -interbanking network -social security portal n 24/7 n can, by using an electronic certificate -be consulted and corrected on-line by the employer -concerning his employees and the period of employment

77. 77 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronical declaration of social risks n past situation: multiple collection of information by using various, complex, not co-ordinated paper forms

78. 78 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronical declaration of social risks n actual situation -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 -can be done on paper or electronically (24/7) via FTP/MQSeries interbanking network social security portal -uniform instructions

79. 79 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 26 operational transactions n quarterly multifunctional declaration of wages and working times to the National Office for Social Security (NOSS) n correction of the quarterly declaration to the NOSS n DIMONA-declaration n consultation of the workforce register n consultation of the directory of employers n integrated electronical declaration of building yards n consultation of overdue payments of social security contributions by an employer n declaration of temporary employment of foreign employees in Belgium n declaration of temporary unemployment + validation book n consultation of the holiday database n declaration of an industrial accident, monthly report and resumption of work after an industrial accident n simplified declaration of an industrial accident

80. 80 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 26 operational transactions n declaration of the beginning of a part-time job with retention of rights to unemployment benefits (unemployment sector) -private sector -education, municipalities or provinces n monthly declaration of part-time work for the calculation of guaranteed income payments (unemployment sector) -private sector -education, municipalities or provinces n monthly submission of work as an employee employed in a protected workplace (unemployment sector) n monthly submission of work in the framework of an activation programme (unemployment sector) n declaration for the establishment of young people’s vacation rights (unemployment sector) n monthly declaration of young people’s vacation hours (unemployment sector) n annual submission of temporary unemployment n monthly submission of hours of temporary unemployment n authorized request for the temporary removal of a pregnant employee (sector of professional diseases)

81. 81 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Further evolution n 01.04.2005 -quarterly multifunctional declaration of wages and working times to the National Office for Social Security for the Local Authorities n 01.10.2005 -application for unemployment benefits -declaration of fulltime or half-time early retirement -electronic data exchange between sickness funds and employers necessary to deal with an application for benefits in case of incapacity for work, maternity leave, complete or partial leave from work as a measure to protect motherhood, leave for fatherhood -declaration of an employee’s holiday days -declaration of resumption of work after a period of incapacity for work -authorized request for the temporary removal of a pregnant employee (sector of professional diseases) n 01.01.2006 -monthly declaration of the reprise of adapted work during a period of incapacity of work

82. 82 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Some figures n information exchange between all 2,000 social security offices takes place through 170 types of electronic messages in stead of hundreds of types of paper forms n 378.314.473 electronic messages have been exchanged in 2004 n response time on-line messages question CBSS question answer 98,46 % in < 1 sec 99,8 % in < 2 sec 98,54 % in < 4 sec

83. 83 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Some figures n 50 types of declaration forms to social security have been abolished n in the remaining 30 declaration forms the number of headings has been reduced on average to a third of the previous number n 97% of the employers uses application to application exchange, only 3% of the employers uses portal transactions n workforce register has been abolished in each company

84. 84 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) European framework n Treaty of Rome: free movement of persons => need for co-ordination between social security schemes of the Member States n Co-ordination Regulations 1408/71 and 574/72: 4 basic principles: -only one applicable national legislation per period -equal treatment: no discrimination based on nationality -aggregation of insurance, employment and residence periods -exportability of rights n co-ordination regulations imply a lot of information exchange between social security institutions of different Member States

85. 85 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Current situation n a lot of information is still exchanged on paper forms (E-forms) n elaborated by the Administrative Commission on Social Security for Migrant Workers n with same structure and contents in all official languages of the European Union n 78 types of forms n exchange of paper forms appears cumbersome, complicated and expensive n this may deter possible migrant workers

86. 86 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Role of TESS n TESS = TElematics for Social Security n managed by Technical Commission on Data Processing n set up to develop telematic services for the implementation of the Union provisions on social security

87. 87 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Global aim n the quality level of services provided by a social security institution to an insured person may not decrease because this person (e.g. migrant or frontier worker, tourist, student, pensioner,...) made use of his right to move within the EU n therefore, administrative procedures should be simplified by interconnecting the information systems of the social security institutions involved n in order to improve the acquisition of rights, the award and the payment of benefits resulting from the application of the Regulations 1408/71 and 574/72

88. 88 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Staged implementation strategy n exploration of problems and solutions n building up of a reference system in the pension and the health care sector n expansion of the reference system to all institutions concerned from all sectors from all Member States

89. 89 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Exploration of problems and solutions n analysis of the major problems encountered with the current paper form exchanges n definition of common architecture rules -identification set -TESS domain for interoperability -forwarding point concept -use of standards n validation by a prototype in the old age pension sector between 7 institutions from 7 Member States n elaboration of the TESS Master Plan

90. 90 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Problems encountered with paper forms n difficulties identifying the insured person n difficulties determinating the competent social security institution in another Member State n problems of interpretation of the exchanged forms n inability to adapt the forms quickly n conflicts between data protection and the obligation to exchange information n difficulties in managing the exchange procedure n difficulties for the insured person in acquiring appropriate advice

91. 91 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Identification of the insured person n Problems -the data necessary for the identification varies from Member State to Member State and sometimes even from one sector of social security to another within the same Member State -each institution only registers the identification data it needs itself n Elements of solution -definition of a basic identification data set for each country -each institution that sends a form agrees to provide the identification set related to the destination state -each institution that receives a form agrees to be able to identify a person on the base of this set

92. 92 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Designation of the competent institution n Problems -the criteria defining the competence of institutions vary from Member State to Member State and from one social security sector to another: territorial criteria employment criteria free choice of the insured n Elements of solution -each institution that sends a form agrees to provide the adequate criteria for the designation of the competent institution in the destina- tion state -a unique entry point (forwarding point) per social security sector in each state is responsible for the routing to the competent institution in that state

93. 93 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Problems of interpretation n Problems -different alphabets -different languages -too much free text -basic concepts vary from Member State to Member State => problems of conceptual translation -insufficient knowlegde of the foreign and inter- national law which institutions are rarely confronted with n Elements of solution -maximal structuring of the possible answers -glossary of concepts containing links between the basic concepts of the different Member States -offices specialised in foreign and international law -the law of a Member State is always applied by an institution of that Member State

94. 94 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Inability to adapt the forms quickly n Problems -the elaboration and adaptation procedures of the forms are lenghty and expensive => the official forms are inappropriate => unofficial variants are created and used -result: administrative problems delays for the insured persons n Elements of solution -to encourage the exchange of electronic forms -modular structure of the forms: directory of possible questions, related to the glossary of concepts

95. 95 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Data protection n Problems -some Member States forbid the export of data to other Member States which don’t guarantee an equivalent data protection -lack of coordination of organisational and technical data protection measures n Elements of solution -implementation of the directive 95/46/EC and 02/58/EC in each Member State -minimum organisational and technical security norms

96. 96 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Managing the exchange procedure n Problems -no following up of exchanged forms -no statistics about the exchange procedures n Elements of solution -systematic acknowledge- ment of receipt of forms -interchange agreements -interchange management by statistics

97. 97 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Identification set Main Information -national registration key (NRK) in the receiving Member State -surname at birth -current surname -Christian name -date of birth -place of birth Complementary information in case of missing NRK -sex -last address in the receiving Member State

98. 98 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) FP CI TESS FP CI FP CI FP CI FP CI National Domain National Domain National Domain National Domain National Domain Domain TESS & national domains Legend CI: Competent Institution FP: Forwarding Point

99. 99 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Today’s situation n the Master Plan is the basis for all of the work n an inventory of decisions describes all common architectures rules n tangible results are achieved with the operational exchange of E2XX and E5XX messages in the old age pension sector and the forms E125 and E127 in the health care sector n exchange of other E1XX messages in the health care sector is being developed n gradual evolution from EDIFACT to XML n paper European health insurance card n proposal of an electronic European health insurance card, to be integrated with national initiatives

100. 100 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Towards a network of service integrators Internet Extranet region or community Extranet region or community FEDMAN Services repository FPS SSI Services repository Extranet social security SSI R/CPS Services repository Publilink ? City Province Municipality Services repository Service integrator (FEDICT) Service integrator (CBSS) Service integrator

101. 101 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Towards a network of service integrators n type of exchanged information -structured data -documents -images -multimedia -metadata -business processes n using web services

102. 102 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Towards a network of service integrators 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

103. 103 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Towards a network of service integrators 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

104. 104 24/02/2005 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

105. 105 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites 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

106. 106 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites 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

107. 107 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites 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 …

108. 108 24/02/2005 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

109. 109 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites 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

110. 110 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronic identity card

111. 111 24/02/2005 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 encryption keys (yet) -no biometric data (yet) -no electronic purse

112. 112 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronic identity card: content n visual -the name -the first two Christian names -the first letter of the third Christian name -the nationality -the birth place and date -the sex -the place of delivery of the card -the begin and end data of the validity of the card -the denomination and number of the card -the photo of the holder -the signature of the holder -the identification number of the National Register

113. 113 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronic identity card: content n electronic -the same information as printed on the card -the authentication identity and electronic signature keys -the authentication and electronic signature certificates -the accredited certification service furnisher -information necessary for authentication of the card and securization of the electronic data -the main residence of the holder

114. 114 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) No storage of other 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

115. 115 24/02/2005 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

116. 116 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organization model 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

117. 117 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organization model 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

118. 118 24/02/2005 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 1 10 2 3 6 7 9 5 4 8

119. 119 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Some figures n nearly all 589 Belgian municipalities can deliver electronic identity cards n 215.000 electronic identity cards have been delivered yet n all Belgian citizens having reached the age of 12 will receive their electronic identity card by 2009

120. 120 24/02/2005 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

121. 121 24/02/2005 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 government bodies, 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

122. 122 24/02/2005 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

123. 123 24/02/2005 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

124. 124 24/02/2005 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) More info n Crossroads Bank for Social Security http://www.ksz.fgov.be n FEDICT http://www.fedict.be n portal sites -federal portal: http://www.belgium.behttp://www.belgium.be -social security portal: https://www.socialsecurity.behttps://www.socialsecurity.be n personal website -http://www.law.kuleuven.ac.be/icri/frobbenhttp://www.law.kuleuven.ac.be/icri/frobben

125. Th@nk you ! Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT)