Conditions for an effective and efficient E-government Frank Robben General manager Crossroads Bank for Social Security Strategic advisor Federal Public

Conditions for an effective and efficient E-government

Frank RobbenGeneral manager Crossroads Bank for Social SecurityStrategic advisor Federal Public Service for ICTSint-Pieterssteenweg 375B-1040 BrusselsE-mail: [email protected]: http://www.law.kuleuven.ac.be/icri/frobben

Crossroads Bank for Social SecurityFEDICT

mailto:[email protected]






http://www.law.kuleuven.ac.be/icri/frobben

2Crossroads Bank for Social SecurityFEDICT

Brussels, 18 May 2004

Some objectives of E-government

efficient, effective and customer-oriented service delivery to citizens and companies, especially those living in remote or less densely populated areas- efficient

• in terms of cost: same services at lower total cost• in terms of quantity: more services at same total cost• in terms of speed: same services at same total cost in less time

- effective • in terms of quality: same services at same total cost in same time, but to

a higher quality standard• in terms of type of services: new types of services, e.g.

– automatic granting of or information about services– active search of non-take-up using datawarehousing techniques– personalized simulation environments



Some objectives of E-government

better policy support citizen empowerment increased transparancy and accountability in public

decisions less administrative burden less fraud revenue growth



Conditions

change of basic mindset: from government centric to customer centric

co-operation between all actors concerned, based on repartition of tasks rather than centralization of tasks

re-engineering of processes- within each government body- between government bodies- between government levels- between government bodies on the one hand and citizens

and companies on the other

back-office integration





Conditions

based on clear principles relating to strategic information management- information modelling- single collection and re-use of information- information management- electronic information exchange- information protection

elaboration of integrated and personalized processes (value chains) in accordance with the life situation of the customers

maximal possibility of electronic declaration, correction and consultation of information, preferably from application to application



Conditions

sufficiently harmonized concepts and procedures appropriated legal framework, elaborated at the correct level

- organization of integrated information management and electronic service delivery, e.g.

• functional task sharing on information management

• obligation to respect unique data collection from the customer

• obligation to exchange information in an electronic way

• permission or obligation to use unique identification keys

- harmonization of basic concepts

- ICT-law: only basic principles, technology-neutral, but not technology unaware

• data protection

• public access to information

• electronic signature

• probative value



Conditions

interoperability framework- technical interoperability

- functional interoperability, e.g. common identification keys security framework education and coaching of the customers measures to prevent a digital divide support of and access to policymakers at the highest level quick wins combined with long term vision implementation with a decentralized approach, but with co-

ordinated planning and program management (think global, act local)

creation of an institution that stimulates and co-ordinates



Risks to be managed

privacy and security average public sector project is more complex than

average private sector project, due to- interaction with a larger number of stakeholders (elected

officials, public employees, members of interest groups, voters, tax payers, recipients of public services, other governmental institutions, other government levels, …)

- execution in a less stable environment race for quick wins (cf surveymania) doesn’t stimulate

development of well conceived systems based on process re-engineering

in the public sector, there is typically no financial margin of value to be added by innovation



Risks to be managed

intermediaries often perceive e-government as a threat

lack of skills and knowledge need for radical cultural change within government,

e.g.- from hierarchy to participation and team work- meeting the needs of the customer, not the government- empowering rather than serving- rewarding entrepreneurship within government- ex post evaluation on output, not ex ante control of every

input

Th@nk you !

Crossroads Bank for Social SecurityFEDICT



Appendix: principles information management

respect of basic principles concerning- information modelling- unique collection and re-use of information- management of information- electronic exchange of information- information protection



Principles information management

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




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




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




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




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



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





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




information protection- 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




information protection (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

Documents

Conditions for an effective and efficient E-government Frank Robben General manager Crossroads Bank for Social Security Strategic advisor Federal Public