1. Dematerializing the relationship with the Public Administration M. Pierre Schilling Directeur-adjoint Centre des technologies de l’information de l’Etat Dematerializing the relationship with the Public Administration M. Pierre Schilling Directeur-adjoint Centre des technologies de l’information de l’Etat

2. Background and focus e-luxembourg: from buzzword to strategic unit: 2001: Taskforce e-luxembourg created as a response to the e- government initiative of the European Commission; 2004: Consolidation of our structures, turning the taskforce into a ministerial department composed of 25 experts in areas like information strategy, communication, Web technologies and business process management ; 2009: Merger of Service e-luxembourg and the former Government computer center (CIE) establishing the Centre des technologies de l’information de l’Etat (CTIE), an internal service provider of more than 150 ICT professionals. An ambitious goal: Provide homogeneous and coherent information about institutions and public services; Build a multichannel and user-centric interaction between citizens or businesses on one side and the Administration on the other; Streamline backoffice processes and information systems.

3. Provide one SAME ANSWER to one SAME QUESTION independently of CHANNEL TIME LOCATION and INTERLOCUTOR The value and the quality of public services

4. The necessity of a Corporate Knowledge Base Administration a FAQ Human resources BPM delegate Corporate BPM Legal services Citizen centers Internal market secretary De Guichet Call center Information systems repository Web Content Process models Function specifications Organisational structures Front desks … Administration n BPM delegate

5. Admin A Admin B Admin C Admin D Admin E Orchestration of administration specific processes Providing user-centric services through a single Webportal One event involving several administrations Citizen / Business Sample: Create a new business

6. Portal architecture Web Content Home page Topic User interaction Electronic submission of e-forms Sub-topic Life situation Procedure « My personal space » Virtual assistant Personalized download of e-forms Secured by

7. De Guichet - Home page

8. De Guichet - Procedure

9. Title; Objectives; Administration(s) involved; Trigger(s); Prerequisites; Deadline; Service fee; Description; Legal framework; e-form(s); Virtual assistant. Unified description of procedures

10. Information vault –Stores recurrent personal data, thereby avoiding iterative reentering of information that has already been declared. Relationship history –Lookup list of concerns and their respective status; –Revisit the content of a specific folder: request documents (forms and attachments); bidirectional communication; delivrables. Personal document repository (planned) –e-documents which could serve as an attachment or as an information source for future concerns. « My Personal Space »

11. Standard e-forms Assistant de dépôt du formulaire Every form contains a front page that provides instructions for a secured electronic submission and features a link (red box) that will automatically connect the user to « De Guichet »’s function for posting the request

12. Several administrative procedures may apply to a simple event Virtual assistants go through 4 successive steps: -Assess the event through a of questions and answers pyramid -Collect missing information (data not yet available in « my personal space »); -Generate folder and its sub-folders; -Submit the service request. Virtual assistants

13. Public – Public & Public – Private partnerships: -Shared use of our platform (social security, communes, …); -Intermediary for secondary requests (on moving, change subscriptions for utilities (telecom, gas & electricity, …); -Reception and storage of e-documents from any recognized sender in a referenced personal repository (« my personal space »); these e- documents can be used as potential attachments to an administrative procedure. Collaborative networks -Create or cancel mandates given to trust companies; -Collaborative setup of request folders. Interoperability standards -e-Id; -Common semantics on a national and international level. Perspectives

14. Questions?