1. E-government: from hype to reality Crossroads Bank for Social Security Frank Robben General manager Crossroads Bank for Social Security 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

2. 2 Crossroads Bank for Social Security 12/09/2002 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 Crossroads Bank for Social Security 12/09/2002 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 Crossroads Bank for Social Security 12/09/2002 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. 5 Crossroads Bank for Social Security 12/09/2002 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. 6 Crossroads Bank for Social Security 12/09/2002 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. 7 Crossroads Bank for Social Security 12/09/2002 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. 8 Crossroads Bank for Social Security 12/09/2002 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 Crossroads Bank for Social Security 12/09/2002 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. 10 Crossroads Bank for Social Security 12/09/2002 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. 11 Crossroads Bank for Social Security 12/09/2002 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. 12 Crossroads Bank for Social Security 12/09/2002 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. 13 Crossroads Bank for Social Security 12/09/2002 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. 14 Crossroads Bank for Social Security 12/09/2002 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. 15 Crossroads Bank for Social Security 12/09/2002 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. 16 Crossroads Bank for Social Security 12/09/2002 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. 17 Crossroads Bank for Social Security 12/09/2002 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 Crossroads Bank for Social Security 12/09/2002 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. 19 Crossroads Bank for Social Security 12/09/2002 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. 20 Crossroads Bank for Social Security 12/09/2002 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. 35 Crossroads Bank for Social Security 12/09/2002 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. 36 Crossroads Bank for Social Security 12/09/2002 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. 37 Crossroads Bank for Social Security 12/09/2002 Principles used in social security sector n co-ordinated information modelling n decentralized but unique information collection n decentralized and distributed information management -functional task-sharing between social security institutions -principle of the authentic source n electronic information exchange and work flow -every social security institution can be supplier or user of information -information exchange can be initiated by the governmental institution that needs the information by the governmental institution that disposes of new information by the Crossroads Bank for Social Security -application to application (no manual intervention)

38. 38 Crossroads Bank for Social Security 12/09/2002 Principles used in social security sector (ctd) n unique identification key for each entity n control mechanisms by independent institutions (cf. information is often sensible) -Control Committee designated by Parliament preventive autorisation of legitimacy of the exchange of personal data complaint handling security policies -Crossroads Bank for Social Security preventive access control loggings

39. 39 Crossroads Bank for Social Security 12/09/2002 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

40. 40 Crossroads Bank for Social Security 12/09/2002 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

41. 41 Crossroads Bank for Social Security 12/09/2002 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

42. 42 Crossroads Bank for Social Security 12/09/2002 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

43. 43 Crossroads Bank for Social Security 12/09/2002 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

44. 44 Crossroads Bank for Social Security 12/09/2002 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

45. 45 Crossroads Bank for Social Security 12/09/2002 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

46. 46 Crossroads Bank for Social Security 12/09/2002 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 …

47. 47 Crossroads Bank for Social Security 12/09/2002 Common security framework n issues: see Stijn Bijnens -confidentiality -integrity -availability -authentication -autorisation -non-repudiation -audit

48. 48 Crossroads Bank for Social Security 12/09/2002 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

49. 49 Crossroads Bank for Social Security 12/09/2002 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

50. 50 Crossroads Bank for Social Security 12/09/2002 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

51. 51 Crossroads Bank for Social Security 12/09/2002 Harmonized concepts and data model n harmonized concepts and datamodel: example on www.socialsecurity.be (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) www.socialsecurity.be

52. 52 Crossroads Bank for Social Security 12/09/2002 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 -…

53. 53 Crossroads Bank for Social Security 12/09/2002 OO-oriented – inheritance

54. 54 Crossroads Bank for Social Security 12/09/2002 OO-oriented – inheritance

55. 55 Crossroads Bank for Social Security 12/09/2002 OO-oriented – inheritance

56. 56 Crossroads Bank for Social Security 12/09/2002 Version management

57. 57 Crossroads Bank for Social Security 12/09/2002 Version management

58. 58 Crossroads Bank for Social Security 12/09/2002 Validation workflow

59. 59 Crossroads Bank for Social Security 12/09/2002 Validation workflow

60. 60 Crossroads Bank for Social Security 12/09/2002 Define once, publish many

61. 61 Crossroads Bank for Social Security 12/09/2002 Define once, publish many

62. 62 Crossroads Bank for Social Security 12/09/2002 Multi criteria search

63. 63 Crossroads Bank for Social Security 12/09/2002 Multi criteria search

64. 64 Crossroads Bank for Social Security 12/09/2002 Multi criteria search

65. 65 Crossroads Bank for Social Security 12/09/2002 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)

66. 66 Crossroads Bank for Social Security 12/09/2002 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

67. 67 Crossroads Bank for Social Security 12/09/2002 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

68. 68 Crossroads Bank for Social Security 12/09/2002 Some interesting Belgian projects n electronic identity card n network of service integrators n unique identification keys n portal sites

69. 69 Crossroads Bank for Social Security 12/09/2002 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

70. 70 Crossroads Bank for Social Security 12/09/2002 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)

71. 71 Crossroads Bank for Social Security 12/09/2002 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

72. 72 Crossroads Bank for Social Security 12/09/2002 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

73. 73 Crossroads Bank for Social Security 12/09/2002 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

74. 74 Crossroads Bank for Social Security 12/09/2002 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

75. 75 Crossroads Bank for Social Security 12/09/2002 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

76. 76 Crossroads Bank for Social Security 12/09/2002 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 7816-1) rainbowprint fluorescent marks (UV) an other substrat for impression printing in OVI micro-letter kinegram photograph card number

77. 77 Crossroads Bank for Social Security 12/09/2002 Technical characteristics (ctd) n smart card (ctd) -chip: ISO 7816-2 to 9 (format, command) and PKCS#15 (structure file and identifier) -protocol : T=0 -functions: PKCS#11 & ISO 7816-4-8-9 -certificates: X.509 V3 -concrete implementation: proposal of JavaCard SLE66CX322P - 32KB n identity certificate status validation: OCSP

78. 78 Crossroads Bank for Social Security 12/09/2002 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

79. 79 Crossroads Bank for Social Security 12/09/2002 Network of service integrators (ctd) n type of exchanged information -structured data -documents -images -multimedia -metadata -business processes n using web services

80. 80 Crossroads Bank for Social Security 12/09/2002 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

81. 81 Crossroads Bank for Social Security 12/09/2002 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)

82. 82 Crossroads Bank for Social Security 12/09/2002 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

83. 83 Crossroads Bank for Social Security 12/09/2002 FEDICT: TANGO n Target Architecture for Networked Government Operations

84. 84 Crossroads Bank for Social Security 12/09/2002 Service oriented architecture Intranet Services Internet Source: Peter Strickx - FEDICT

85. 85 Crossroads Bank for Social Security 12/09/2002 Service oriented architecture Intranet Presentation Tier Business Tier Integration Tier Source: Peter Strickx - FEDICT

86. 86 Crossroads Bank for Social Security 12/09/2002 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

87. 87 Crossroads Bank for Social Security 12/09/2002 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

88. 88 Crossroads Bank for Social Security 12/09/2002 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

89. 89 Crossroads Bank for Social Security 12/09/2002 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

90. 90 Crossroads Bank for Social Security 12/09/2002 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 …

91. 91 Crossroads Bank for Social Security 12/09/2002 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

92. 92 Crossroads Bank for Social Security 12/09/2002 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

93. 93 Crossroads Bank for Social Security 12/09/2002 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

94. 94 Crossroads Bank for Social Security 12/09/2002 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

95. 95 Crossroads Bank for Social Security 12/09/2002 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

96. Th@nk you ! Crossroads Bank for Social Security