1. E-government: a structural reform process Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 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

2. 2 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) April 2002 Web-based survey on electronic public services ordered by the European Commission (p. 11): The website of the social security administration in Belgium (www.socialsecurity.be) is a good example of the combination of back-office integration and an e-portal solution. This site is a front- office result of a long-term effort that the Belgian government made last years linking different databases. The site is a unique window for social security in Belgiumwww.socialsecurity.be See http://europa.eu.int/information_society/eeurope/benchmarking/ list/source_data_pdf/2nd_measurement_final_report.pdfhttp://europa.eu.int/information_society/eeurope/benchmarking/ list/source_data_pdf/2nd_measurement_final_report.pdf

3. 3 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) What is E-government ? n E-government is a continuous optimization of service delivery and governance by transforming internal and external relationships through technology, internet and new media n external relationships -government citizen -government business n internal relationships -government government -government employees n all relationships -are bidirectional -can be within a country or border-crossing

4. 4 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Government n not monolithic -EU -in every country federal level regions communities provinces municipalities parapublic institutions private instutions participating in delivery of public services … n integrated E-government is based upon common strategy, multilateral agreements and interoperability n E-government contains the opportunity to realize one virtual electronic government with full respect for every specific competence

5. 5 03/12/2002 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 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 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Advantages (ctd) 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

7. 7 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) E-government: a structural reform process n ICT is only a means by which a result may be obtained n E-government requires -considering information as a strategic resource for all government activity -change of basic mindset: from government centric to customer centric -re-engineering of processes within each government institution, each government level and across government levels -clear definition of mission and core tasks of every governmental institution

8. 8 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) E-government: a structural reform process (ctd) n E-government requires (ctd) -co-operation between governmental institutions: one virtual electronic government, with respect for mission and core tasks of each governmental institution and government level -co-operation between government and private sector -adequate legal environment elaborated at the correct level -interoperability framework: ICT, security, unique identification keys, harmonized concepts -implementation with a decentralized approach, but with co- ordinated planning and program management (think global, act local) -adequate measures to prevent a digital divide

9. 9 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications n information modelling -information is being modelled in such a way that the model fits in as close as possible with the real world definition of information elements definition of attributes of information elements definition of relations between information elements -information modelling takes into account as much as possible the expectable use cases of the information -the information model can be flexibly extended or adapted when the real world or the use cases of the information change

10. 10 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n unique collection and re-use of information -information is only collected for well-defined purposes and in a proportional way to these purposes -all information is collected once, as close to the authentic source as possible -information is collected via a supplier-chosen channel, but preferably in an electronic way, using uniform basic services (single sign on, arrival receipt of a file, notification for each message, …) -information is collected according to the information model and on the base of uniform administrative instructions

11. 11 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n unique collection and re-use of information (ctd) -with the possibility of quality control by the supplier before the transmission of the information -the collected information is validated once according to an established task sharing, by the most entitled institution or by the institution which has the greatest interest in a correct validation -and then shared and re-used by authorized users

12. 12 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n management of information -information in all forms (e.g. voice, print, electronic or image) is managed efficiently through its life cycle -a functional task sharing is established indicating which institution stores which information in an authentic way, manages the information and keeps it at the disposal of the authorized users -information is stored according to the information model -information can be flexibly assembled according to ever changing legal notions -all information is subject to the application of agreed measures to ensure integrity and consistency

13. 13 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n management of information (ctd) -every institution has to report probable improprieties of information to the institution that is designated to validate the information -every institution that has to validate information according to the agreed task sharing, has to examine the reported probable improprieties, to correct them when necessary and to communicate the correct information to every known interested institution -information will be retained and managed as long as there exists a business need, a legislative or policy requirement, or, preferably anonimized or encoded, when it has historical or archival importance

14. 14 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) n electronic exchange of information -once collected and validated, information is stored, managed and exchanged electronically to avoid transcribing and re- entering it manually -electronic information exchange can be initiated by the institution that disposes of information the institution that needs information the institution that manages the interoperability framework -electronic information exchanges take place on the base of a functional and technical interoperabilty framework that evolves permanently but gradually according to open market standards, and is independent from the methods of information exchange Information as resource: implications (ctd)

15. 15 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n electronic exchange of information (ctd) -available information is used for the automatic granting of benefits, for prefilling when collecting information and for information delivery to the concerned persons

16. 16 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n protection of information -security, integrity and confidentiality of government information will be ensured by integrating ICT measures with structural, organizational, physical, personnel screening and other security measures according to agreed policies -personal information is only used for purposes compatible with the purposes of the collection of the information -personal information is only accessible to authorized institutions and users according to business needs, legislative or policy requirement -the access authorisation to personal information is granted by an independent institution, after having checked whether the access conditions are met -the access authorizations are public

17. 17 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Information as resource: implications (ctd) n protection of information (ctd) -every concrete electronic exchange of personal information is preventively checked on compliance with the existing access authorisations by an independent institution managing the interoperability framework -every concrete electronic exchange of personal information is logged, to be able to trace possible abuse afterwards -every time information is used to take a decision, the used information is communicated to the concerned person together with the decision -every person has right to access and correct his own personal data

18. 18 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric n unique declaration of every event during the life cycle/business episode of a customer and automatic granting of all related services, e.g.

19. 19 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric (ctd) n delivery of services that cannot be granted automatically to a customer -in an integrated way information interaction transaction -re-using all available information harmonized concepts back-office integration prefilled information

20. 20 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric (ctd) n delivery of services that cannot be granted automatically to a customer (ctd) -in a personalized way look & feel and interface content –only relevant information and transactions personalized support –contextual help –own language –adapted vocabulary –on-line simulations -or at least based on the way of thinking of the customer group life events (birth, marriage, etc.) or business episodes (starting a company, recruiting personnel, etc.) life styles (sport, culture, etc.) life status (unemployed, retired, etc.) or business sectors specific target groups

21. 21 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Customer centric (ctd) n declaration of events and service delivery via an access method chosen by the customer -various end-user devices PC, GSM, PDA, digital TV, kiosks, … -file transfer -use of intermediaries -accessible to disabled n use of integrated customer relation management tools n service delivery in principle free of charge

22. 22 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Integration is the key n lack of integration leads to -overloading of the citizens/companies multiple collection of the same information by several governmental institutions no re-use of available information avoidable contacts with citizens/companies due to multiple, unco- ordinated quality checks -waste of efficiency and time within the governmental institutions -suboptimal support of the policy made by government -higher possibilities of fraud

23. 23 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Interoperability framework n goal: to guarantee the ability of government organizations and customers to share information and integrate information and business processes by use of -interoperable ICT -common security framework -common identification keys/sets for every entity -harmonized concepts and data modelling

24. 24 03/12/2002 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)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

25. 25 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Functional ICT interoperability n standardized codification (e.g. institutions, return codes, …) n standardized use of objects and attributes n standardized layout of header of messages, independent from information exchange format (EDI, XML, …) and type of information exchange n version management n backwards compatibility n SLA’s on disponibility and performance of services n access autorisation management n anonimization rules n acceptation and production environments n priority management n …

26. 26 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Belgian social security sector n principles have been implemented under co- ordination of the Crossroads Bank for Social Security, in co-operation with 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

27. 27 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Belgian social security sector n protection of information organised by -Control Committee designated by Parliament preventive authorization of legitimacy of the exchange of personal data complaint handling security policies -Crossroads Bank for Social Security preventive access control loggings

28. 28 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Reference directory n serves as a base for organization of information flows n structure -directory of persons: what persons in what capacities have personal files in what social security institutions for what periods -data availability table: what data are available in what social security institutions for what types of files -access authorization table: what data may be transmitted to what institutions for what types of files n functions -routing of information -preventive access control -automatic communication of changes to information

29. 29 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) 218.621.479 of exchanged messages in 2001 Long-term illness 198.973 110100100010000100000100000010000000 100000000 Young unemployed 247.136 Handicapped 48.439 Migrant workers 58.842 Deductions on pensions 1.292.559 Social exemption 2.543.064 Increase Reference Directory 6.505.535 Unemployed persons / persons in career break 5.090.014 Special contribution 7.373.277 Fiscal exemption 9.361.690 Contribution certificates 12.808.975 Database on wages and working time 66.824.952 DIMONA (immediate declaration of employment) 39.370.742 Tax reduction / exemption 5.993.504 Incapacity for work 2.370.358 National Register / Crossroads Bank Register 53.944.809 SIS / SAM cards 847.116 Guaranteed income 68.219 Self-employed 170.587 Preventive breast screening 1.173.464 Public transport pass 28.000 Automatical pension application 5.087 Nominal control cards 454.811 Consultation directory of persons 1.841.326 Number of exchanged messages

30. 30 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Social security portal

31. 31 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Integrated service delivery n common basic services (e.g. single sign on, notification n information n several categories of transactions -transactions at the beginning or the end of employment (DIMONA) -quarterly declaration of wages and working time -transactions when a social risk occurs -transactions in order to manage information about yourself -transactions in order to control the quality of the service delivery process -...

32. 32 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Integrated service delivery (ctd) n harmonized concepts n harmonized data model and XML-schemes n self-service and personalization n customer relation management n contact center

33. 33 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Work force register Data- base Special work force register Indivudual document Students contract Inspection Employment contract Simplification On line consultation ONSS Work force register Transactions at beginning/end of employment

34. 34 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Immediate declaration of employment n can only be done electronically via -social security portal -FTP/MQSeries -interbanking network -vocal server n 24/24 7/7 n offers the employer a key to on-line consultation and correction -of the database on employment -by using a electronic certificate, of the database concerning wages and working time and other derived databases -concerning his employees and the period of employment

35. 35 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Quarterly declaration wages & working time ONSS ONPONVA Employer old age pension holiday pay CBSS ONEMINAMI ONAFTS FATFMP Simplification Activiteit 3 Activiteit 2 Activiteit 1 7 one electronic declaration

36. 36 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Quarterly declaration wages & working time n can only be done electronically via -social security portal -FTP/MQSeries -interbanking network n 24/24 7/7 n can, by using an electronic certificate -be consulted and corrected on-line by the employer -concerning his employees and the period of employment

37. 37 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronical declaration of social risks n today: multiple collection of information by using various, complex, not co-ordinated paper forms

38. 38 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronical declaration of social risks n tomorrow -limitation of the collected information to the information not yet available at other public services (abolition or at least significant simplification of forms) -unique collection of information from the employer -in a standardized way across all social security institutions -possibility of electronical declaration (24/24 7/7) via social security portal FTP/MQSeries interbanking network -uniform instructions

39. 39 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Time frame n operational -DIMONA and on-line consultation of work force register -declaration of temporary employment of foreign employees in Belgium -declaration of temporary unemployment -declaration of building yards -on-line consultation of overdue payments of social security contributions by an employer -documentation, instructions, test cases and XML-schemes concerning transactions that will be available during the next 2 years

40. 40 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Time frame n end 2002 -multifunctional declaration of wages and working time data -electronical declaration of beginning of part-time job -electronical declaration of accident at work -application for temporary removal from work because of occupational disease n end 2003 -electronical application for allowances in case of incapacity of work n end 2004 -electronical application for unemployment benefits -electronical application in case of pre-pension scheme (early retirement)

41. 41 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Other interesting Belgian projects n electronic identity card n network of service integrators n unique identification keys n portal sites

42. 42 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronic identity card n retained functions -visual and electronic identification of the holder -electronic authentication of the holder via the technique of the digital signature -generation of electronic signature via the technique of the digital signature (non repudiation) -proof of characteristics of the holder via the technique of the digital signature on the initiative of the holder -only identification data storage -no electronic purse -no biometry

43. 43 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Electronic identity card: content n visual -identification data: name, first names, sex, date and place of birth -National Register number -photograph -card number -validity period n electronic -serial number (sn) -National Register number (nrn) -card number (cn) -visual identification data + sn + nrn + cn (signed by National Register = sig1) -address + sig1 (signed by National Register = sig2) -photograph + sig1 (signed by National Register = sig3)

44. 44 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organization model n government chooses card producer and certification authority issuing the identity certificates as a result of a public call for tenders n the municipality calls the holder for the issuing of the electronic identity card n the municipality acts as registration authority for 2 certificates: authentication and electronic signature n 2 key pairs are generated within the card at production time and the private keys are stored within the chip of the card

45. 45 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organization model (ctd) n the 2 certificates are created by the certification authority, but published only when the holder agrees n the use of the private keys within the chip needs an activation of the card by a municipal official using his PUK2 and the PUK1 sent to the holder n first authentication within one session (first private key) and every generation of an electronic signature (second private key) requires the PIN code of the holder n the second private keys and the identity certificate on the electronic identity card can be used to generate an electronic signature within the scope of E-government applications which require such a signature

46. 46 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organization model (ctd) n the electronic identity card contains the necessary space to store other private keys associated to attribute certificates that holder can obtain at the certification authority of his choice

47. 47 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Organization model 1 1 CM/CP/CI VRK Bull CA ERA Matti Meikäläinen PIN & PUK1 - code 1 10 2 3 6 7 9 5 4 8

48. 48 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) No storage of electronic data on the card n why not ? -preventing perception of the card as a big brother -preventing loss of data, when the card is lost -preventing frequent updates of the card n stimulation of the controlled access to data over networks, using the card as an access tool, rather than storage of data on the card n thus, no integration of social security card and electronic identity card

49. 49 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Network of service integrators Internet Extranet region or community Extranet region or community Extranet social security Extranet social security Services repository SSI FPS Services repository FedMAN FPS R/CPS Services repository Publilink Municipality Province Municipality Services repository Service integrator (BCSS) Service integrator (FEDICT) Service integrator

50. 50 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Network of service integrators (ctd) n type of exchanged information -structured data -documents -images -multimedia -metadata -business processes n using web services

51. 51 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Network of service integrators (ctd) n useful functions of service integrators (CBSS, FEDICT, …) -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

52. 52 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Network of service integrators (ctd) Interconnection Information Exchange Services Repository TCP/IP SMTP LDAP FTP S/MIME XML XSL SOAP WSDL metadata (RDF, XTM, XMI, …) Security (e.g. PKI) Open standards Services Register (~ UDDI) Agreements (~ ebXML) Policies Vocabularia (content + metadata)

53. 53 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Network of service integrators (ctd) n key issues -evolution of standards -collaboration with vendors -not limited to public agencies -national, European & international standards -every partner is free to implement internally in his own way: black box philosophy

54. 54 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) FEDICT: TANGO n Target Architecture for Networked Government Operations

55. 55 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Service oriented architecture Intranet Services Internet

56. 56 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Service oriented architecture Intranet Presentation Tier Business Tier Integration Tier

57. 57 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Unique identification keys n citizens -generalization of the use of the social security number (national register number or CBSS-number) -(electronically) readable from the electronic identity card -controlled access to basic identification data in National Register and CBSS n companies -unique company number (based on VAT-number) -unique number for every plant of business -generalized access to basic identification data in Company Register n regulation on data interconnection

58. 58 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites: actual situation customers citizens companies suppliers partners employees intermediaries PORTAL A single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications business intelligence content management directory PORTAL B single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications content management business intelligence directory

59. 59 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites (ctd) n need to strike the right balance between roles in delivering e-government services: not a single, but many one-stop shops (public and private) Government ASP’s Leading portals Local service providers Banks Associations … Government own portals Government-hosted community sites Content and Services PublicPrivate Public Channel PPP Source: Andrea Di Maio - Gartner

60. 60 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites (ctd) n public institutions need to concentrate on core activities, such as -information modular up to date information blocks concerning public services with standardized metadata based on standardized thesauri in generally accessible content management systems with separation between content and metadata (reuse, don’t rewrite) that can be submitted to automatical re-indexation -transactions applications that can be easily integrated in private or public portal sites

61. 61 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites (ctd) n public portals should have added value -integration of services information work flow based on life events of the customers integration with work flow of customers -coordinated basic services for own customers single sign on ticketing logging notification service …

62. 62 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites: to be situation customers citizens companies suppliers partners employees intermediaries PORTAL B single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications content management business intelligence PORTAL A single sign on personalization user groups multi-channel aggregation back-end systems, e.g. ERP groupware DB’s applications business intelligence content management directory

63. 63 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Portal sites (ctd) n other key issues -multidimensionality: accessibility of same services through different « views » -multi channel enabling -citizen/company relation management integrated service delivery, across all used channels personalization of service delivery –first step: personalized home page for every company on social security portal evolution to push system quality control feedback mechanisms for permanent improvement of service delivery -contact center

64. 64 03/12/2002 Crossroads Bank for Social Security Federal Public Service for ICT (FEDICT) Critical success factors n E-government as a structural reform process -process re-engineering within and across public institutions -back-office integration for automatic granting of services -integrated and personalized front-office service delivery n support of and access to policymakers at the highest level n co-operation between all actors concerned based on repartition of tasks rather than centralization of tasks n quick wins combined with long term vision n focus on more efficient and effective service delivery rather than on the fight against fraud n respect for legal repartition of competences between actors n legal framework n creation of an institution that stimulates and co-ordinates

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