1. E-governance master plan Grand Duchy of Luxembourg 24-02-2005 Centre culturel de rencontre – Abbaye de Neumünster Gérard SOISSON Service eLuxembourg

2. Organisational structures … Parliament Government council Minister for the Civil Service and Administrative Reform Coordination committee for the modernisation of the state Service eLuxembourg (Coordination, planification & secretariat) Working groups CIE Ministry Member Ministry Member

3. Global strategic framework National vision & eEUROPE STRATEGIC OBJECTIVES TYPES of INTERACTION FIELDS of ACTION ACTION PLAN

4. Strategic objectives National vision & eEUROPE TYPES D’INTERACTION FIELDS of ACTION ACTION PLAN TRANSPARENCY INCLUSION & PARTICIPATION EFFICIENCY & EFFECTIVENESS COMPETITIVITY KNOWLEDGE CONFORMITY

5. Types of interaction National vision & eEUROPE OBJECTIFS DE MISE EN OEUVRE PLAN D’ACTION STRATEGIC OBJECTIVES

6. Fields of action National vision & eEUROPE TYPES of INTERACTION OBJECTIFS DE MISE EN OEUVRE ACTION PLAN ORGANISATION & MANAGEMENT CONTENT & SERVICES TECHNOLOGIES & INFRASTRUCTURES EDUCATION & PROMOTION SECURITY & PRIVACY LEGAL FRAMEWORK STRATEGIC OBJECTIVES

7. Fields of action – Some key aspects Organisation & management Documentation and formalisation of the procedures – Simplification and reduction of the procedures – Electronic administration (Electronic document management; classification and archiving standards; promotion of the use of e-mail; integrated messaging; groupware; online payment; e- procurement; …) – Remote working Content & services Production of content – Knowledge sharing – Digitalisation – Coherent and global web strategy – Usability – Accessibility – Quality standards Technologies & infrastructures Interoperability – Strategic horizontal infrastructures – Broadband Education & promotion E-learning – ICT training – Awareness raising Security & privacy Action & prevention (to inform, to communicate, to increase public awareness, to securitize, to promote) – Reaction (to assist, to help, to intervene, to sanction) – Monitoring new developments – Legislation Legal framework

8. Action plan Urbanisation & infrastructure Supporting measures Web content Business Process Reengineering Interoperability & Interaction Sectorial solutions

9. Action plan – Some key projects National vision & eEUROPE TYPES of INTERACTION OBJECTIFS DE MISE EN OEUVRE PLAN D’ACTION STRATEGIC OBJECTIVES FIELDS of ACTION Electronic document management Electronic signature & identification National register Public services portal Intranet of the state Horizontal & thematic portals

10. Nearly everything has already been said... The objectives of this master plan and the identified fields of action overlap to a large extent with the eEurope action plan and the Lisbon agenda. Nearly everything has already been said on the global strategies and the objectives to pursue in the field of egovernment. A relatively large consensus seems to exist. The objectives are known and most of the open tasks are identified. However, an efficient approach allowing for those ideals and visions to be turned into concrete results is still all too often missing.

11. Some obstacles on the way from theory to practice … New challenges and paradigm change Administrative reform and need of new skills Lack of conclusive evidence and of best practice gathered over a longer period of time Lack of concrete and functional solutions Need to standardize, to centralize and to search for synergies Lack of costumer focus

12. A lot has still to be done... The highest risk factors for the achievement of the objectives of egovernance are organisational questions, habits anchored in our thinking, structures that all too often follow their own agenda rather than that of the end user and fear of change. Lacking all too often are people who can be the interface between technological possibilities and the objectives and principles being pursued on a global level, mediators who can translate theoretical ideals into practice. The EU could play a more important role of catalyst by demonstrating best practice, by being the first to turn these ideas into practice, and thereby showing that the strategic objectives can be achieved.