1. Simplification strategies for Luxembourg www.simplification.lu

2. Better regulation – Admin burden reduction Operational structure of the « Département de la Simplification administrative (DSA) » DSA Comité à la Simplification administrative CSA* Working group « Administration » Working group « Enterprises » Working group « European Union » Ad-hoc working group * Comité à la Simplification administrative (Administrative simplification committee) Staff of 3 civil servants + 1 employee Composition: 32 public administration representatives, and 8 business representatives Ad-hoc working group Ad-hoc working group

3. Better regulation – Admin burden reduction DSA Ex-ante procedure Ex-post procedure impact assessment monitoring review of legislative proposals concerning Better regulation criteria adressed to the Government by the « Comité de Coordination Simplification » (CCS) legislative proposals regarding better regulation and admin burden reduction advising authors of legislative proposals on Better regulation critera analysis of ex-post files and existing legislation organisation and leading of ad-hoc working groups application of Standard Cost Model

4. Better regulation – Admin burden reduction Current projects: Physical and electronic one-stop-shop for environmental and construction procedures ongoing revision of legislation concerning environmental protection, urban development and municipal building development, and applying assessment procedures (Standard Cost Model) mapping of the respective procedures in order of their streamlining Business establishment right one-stop-shop in addition to transposition of directives 2006/123/CE and 2005/36/CE concerning Services and Professional qualifications (introduction of tacit consent and terms of acknowledgment)

5. 3 strategic axes e-Government strategy Access to information and services Services for the administration backoffice and its partners Optimizing and standardizing practices Web portal landscape One-stop-shop Multi-channel support centre Patient-centered eHealth programme Business process reengineering Framework for e-delivery services Centralized e-document management Interoperablility (on a national and international level) Provision of reliable high performance infrastructures Standards Methodologies Governance

6. Administrative simplification Administrative reform CTIE e-Government – an interdisciplinary cooperation Public quality Organisation structures Opportunities for simplification Ex-ante impact evaluation of new regulations Business process management Information technologies Service management User centricity Business solutions Human resources Standard cost model Assessment of stackeholder expectations

7. Administration A FAQ Policies Process support Business process coordination Legal framework Regional contact offices Internal market secretariate Call center Information Systems Content Process models Roles Organisational Structures Administrations front desks … Administration B Process support A multi-channel support model

8. Best practice Flagship of the e-Luxembourg strategy www.guichet.lu

9. de Guichet - Homepage

10. Figures Number of on-line services (citizen services beginning 2010) : 53 services80 services39 services45 services 25 services38 services27 services Visitors : 1.5 million / year Information structure of Luxembourgs one-stop-shop

11. Standardisation of service descriptions Context and use Target Prerequisits Administration in charge Deadlines Legal references Access to the service (forms, transactions, …) Related topics Links to thematic portals Information structure of Luxembourgs one-stop-shop

12. Citizens / Businesses / Delegates Client folder Horizontal cooperation model Folder subview admin A Folder subview admin B Administrations Front-end processes Process A de Guichet - End-to-end service integration Process B

13. Personal e-Space – A platform for electronic data exchange Supported functions (2010) Personal data vault eliminates redundant data entry in forms Follow-up of pending service requests Service history

14. Personal e-Space – A platform for electronic data exchange

15. Perspectives (2011 - 2012) Inter-administration workflow control of service requests Post-request interaction between citizens/businesses and administrations Access to personal files Support of mandates and personalized user profiles Transparent attachment of e-documents stored in a third-party archive International exchange of folders complying to the SPOCS specification (european large scale project of interoperability) Personal e-Space – A platform for electronic data exchange

16. Questions ?