1. E-government: towards excellence 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 04/10/2002 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 Crossroads Bank for Social Security 04/10/2002 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

4. 4 Crossroads Bank for Social Security 04/10/2002 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

5. 5 Crossroads Bank for Social Security 04/10/2002 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

6. 6 Crossroads Bank for Social Security 04/10/2002 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 corrected 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

7. 7 Crossroads Bank for Social Security 04/10/2002 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

8. 8 Crossroads Bank for Social Security 04/10/2002 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

9. 9 Crossroads Bank for Social Security 04/10/2002 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

10. 10 Crossroads Bank for Social Security 04/10/2002 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

11. 11 Crossroads Bank for Social Security 04/10/2002 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

12. 12 Crossroads Bank for Social Security 04/10/2002 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

13. 13 Crossroads Bank for Social Security 04/10/2002 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

14. 14 Crossroads Bank for Social Security 04/10/2002 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)

15. 15 Crossroads Bank for Social Security 04/10/2002 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

16. 16 Crossroads Bank for Social Security 04/10/2002 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

17. 17 Crossroads Bank for Social Security 04/10/2002 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

18. 18 Crossroads Bank for Social Security 04/10/2002 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.

19. 19 Crossroads Bank for Social Security 04/10/2002 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

20. 20 Crossroads Bank for Social Security 04/10/2002 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

21. 21 Crossroads Bank for Social Security 04/10/2002 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

22. 22 Crossroads Bank for Social Security 04/10/2002 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

23. 23 Crossroads Bank for Social Security 04/10/2002 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

24. 24 Crossroads Bank for Social Security 04/10/2002 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

25. 25 Crossroads Bank for Social Security 04/10/2002 Interoperability within social security onem inami cger 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 national register sickness funds network

26. 26 Crossroads Bank for Social Security 04/10/2002 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

27. 27 Crossroads Bank for Social Security 04/10/2002 Information servers n information servers -directory of persons of the Crossroads Bank -National Register -Crossroads Bank Registers -wages and working time database (LATG) of the ONSS -employers directory (WGR) of the ONSS -consultable database of contribution certificates - it contains the proofs of “ensurability”, i.e. the fact that somebody is entitled to receive medical treatment -SIS-card registers n services offered -interactive consultation -batch consultation -automatic communication of updates

28. 28 Crossroads Bank for Social Security 04/10/2002 National Register - CBSS Registers - past situation National Register Municipalities

29. 29 Crossroads Bank for Social Security 04/10/2002 National Register - CBSS Registers – present situation National Register Municipalities

30. 30 Crossroads Bank for Social Security 04/10/2002 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 -tax reduction/exemption -special contribution for social security -solidarity contribution on old age pensions -migrant workers

31. 31 Crossroads Bank for Social Security 04/10/2002 Preprocessed messages n services offered: -batch consultation -automatic communication of messages

32. 32 Crossroads Bank for Social Security 04/10/2002 ONSS INAMI Employer Employees Sickness funds Control Contribution certificate health care sector – past situation

33. 33 Crossroads Bank for Social Security 04/10/2002 INAMI Control KSZ-BCSS ONSS Employer Employees Sickness funds Contribution certificate health care sector - present situation

34. 34 Crossroads Bank for Social Security 04/10/2002 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

35. 35 Crossroads Bank for Social Security 04/10/2002 Sickness fund Derived rights in tax affairs - past situation

36. 36 Crossroads Bank for Social Security 04/10/2002 CBSS sickness funds network Derived rights in tax affairs - present situation

37. 37 Crossroads Bank for Social Security 04/10/2002 218.621.479 of exchanged messages 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

38. 38 Crossroads Bank for Social Security 04/10/2002 Some figures n 14,5 million different persons known in person directory n on an average, every person is known in 5,1 sectors n response time on-line messages: question CBSS question answer 93,8 % in < 1 sec 99,6 % in < 2 sec 98,8 % in < 4 sec

39. 39 Crossroads Bank for Social Security 04/10/2002 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

40. 40 Crossroads Bank for Social Security 04/10/2002 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

41. 41 Crossroads Bank for Social Security 04/10/2002 Social security card - example 2 ONSS EMPLOYER CBSS

42. 42 Crossroads Bank for Social Security 04/10/2002 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

43. 43 Crossroads Bank for Social Security 04/10/2002 Social security portal

44. 44 Crossroads Bank for Social Security 04/10/2002 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 -...

45. 45 Crossroads Bank for Social Security 04/10/2002 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

46. 46 Crossroads Bank for Social Security 04/10/2002 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

47. 47 Crossroads Bank for Social Security 04/10/2002 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

48. 48 Crossroads Bank for Social Security 04/10/2002 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

49. 49 Crossroads Bank for Social Security 04/10/2002 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

50. 50 Crossroads Bank for Social Security 04/10/2002 Electronical declaration of social risks n today: multiple collection of information by using various, complex, not co-ordinated paper forms

51. 51 Crossroads Bank for Social Security 04/10/2002 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

52. 52 Crossroads Bank for Social Security 04/10/2002 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

53. 53 Crossroads Bank for Social Security 04/10/2002 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)

54. 54 Crossroads Bank for Social Security 04/10/2002 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

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