May 25IDA eEurope Workshop REACH Integrating Services to Citizens Oliver Ryan Director [email protected]

May 25 IDA eEurope Workshop

REACHIntegrating Services to Citizens

Oliver Ryan

[email protected]


What is e-government?• Use of information and communications

technologies to radically transform how Govt. delivers services to citizens– transform how Government interacts with

citizens– transform how citizens interact with

Government


Why e-govt?• Pressure from customers/citizens

• desire to emulate best practice in private sector.

• reduce administrative costs

• better levels of service

• new kinds of services

• attract overseas investors

• control fraud


Citizen's interactions with Public Service

• Varies by country• but general EU pattern• Dominated by large

service delivery agencies

• Health• Social Security• Tax• Local Authorities• Agriculture• Passport Office• Others


Health

Social Security

Tax

Local Authority

Agriculture

passport

Other

Citizen Interactions with Public Service


Access Channels to Public Service

• Mail - application forms, certificates, etc

• Walk-in Offices - face to face contact

• Telephone

• Remote over network– web– kiosk– TV– mobile


Mediated vs Self Service• Overwhelming majority of transactions are

Mediated or Assisted

• Tiny proportion are Self Service


Mail

Walk-in

Telephone

Self Service

CurrentPublicServiceAccess Channels- Usage


Choice• Citizens must continue to have a choice of

access channel

• difficult to discontinue old channels

• e-channels to run in parallel as additional option

• e-channels must offer added value to attract “customers”


E-Business vs. E-Government

Commercial• inform about products • identify product and

price• agreement to purchase• secure collection of

money• deliver product• learn about customers• encourage loyalty

Government• establish identity• identify appropriate

“product” or service• establish entitlement• collect supporting data• authenticate data• decide entitlement• deliver service.


Citizen to Government Interactions - Typical Features

• Government need to identify and authenticate citizen– need to establish identity of person– need to authenticate “facts” about person– e.g., citizenship, residency



• Government need to establish “entitlement” of citizen to services

• based on qualifying criteria– income level, – presence of qualifying condition, – employment status, etc. – Family situation



• Government need to collect additional information from citizen at point of contact

• citizen must repeat their “story” for each organisation at each point of contact

• supplementary information often needs to be corroborated by third parties


Share Information to avoid repetition

• Public agencies should share information on citizens to eliminate need for repetition

• share only what is needed and essential for each transaction.

• Capture data once only

• agency at point of contact must act on behalf of the whole



• Government Services specified in legislation– legal requirements of citizens and of service

providers– universal access– standard service levels– non-discretionary



• Complexity of Public Services– major knowledge imbalance between citizen

and Government– citizen needs to know a lot about complex

services in order to avail of them

• Major issues for self service


Citizen to Government Interactions -Issues

• Government Services centred on organisations, Ministries and legislation rather than on the citizen

• Result: non-integrated services– multi-stop shopping– services not grouped around likely needs of

citizen


Unemployment

Low income

Need assistance

Social Security

Tax Relief

Health Benefits

Local Voluntary Group

HousingAssistance

Where do I start?

Citizens needs are driven by events

Events and Needs


E-Government facilitates Integration of Public Services

Gateway

Health

Social Security

Taxation

Housing



• Access to internet/networked devices– most frequent users of public services are the

often most disadvantaged in terms of :• income

• education

• self confidence

• computer literacy

• Result: major access issue



• Public Service legacy IT systems– once off custom built applications– limited sharing of data– old technology– scarce IT skills– legacy = mission critical services



• Fears of Public Service Staff– “turf wars” - loss of work /status– range of knowledge required

• demands of 24x7 operations

• Ability of Public Service to realise savings

• ability to achieve radical transformation in business practices



• Privacy vs. Efficiency

• Government as “Big Brother”

• Data Protection Legislation

• Public Trust a major issue

• Citizen control over personal data can build trust


Essential ID related data which must be shared

Super-registered data under citizen’s control

“Entitlement” data which can be shared under specific rules

Digital photo

Credit card

passport

PPS Nonamedate of birth

Income

property value

Public and Private Personal data


E-Government - some conclusions

• may be more difficult than we might think

• complexity of Government and knowledge imbalance major problems for citizens

• citizens’ access to e-services is a problem

• public trust is a major issue

• current/traditional channels likely to predominate for many years


E-government - some principles• Simplify services

• help citizens to navigate complexity

• build virtual “one stop shops”

• group services around events/life episodes

• cater for traditional/current channels as well as e-channels

• help citizens to access e-services


E-government - some principles• build public trust

• focus on realising benefits

• choice of channels

• e-channels must add value for citizens, Government and public service staff


Developments in Ireland • Information Society Commission

• Public Service Information Society Action Plan

• E-Commerce legislation

• Public service VPN

• IT Access for All

• REACH Initiative


REACH• Cross- Departmental Unit set up by

Government

• Mandate:– develop framework to integrate public services– specify and establish single gateway to

Government - E-Broker


Historical• ISSS Report - August 1996

– use of RSI No.– Social Services card– data sharing (identity data and means)

• Social Welfare Act 1998– legal base for PPSN/PSC/data sharing– wider application


REACH Objectives• Improved services to citizens

• infrastructure for e-government (citizen and the public service)

• improved efficiency in public administration

• greater effectiveness of social policies

• better control of fraud & abuse of publicly funded services


Common Data Platform• Personal Public Services Number

– unique personal identifier– use across public service

(except police and defence forces)– assigned and managed by Client identity

Services of DSCFA (Social Security Ministry)– assigned at time of registration for Child

Benefit– supported by Public Services card


Common Data Platform• PPS Number compulsory in transactions

with public service

• can be used as internal identifier

• public service agencies can share/update basic identity data set for individual citizens

• information needed to assess entitlement to “means” or income tested services can also be shared - within strict limits


Public Services Card• Build on existing Social Services Card

• to act as key to citizens’ personal data

• access to services

• aid in establishing identity

• “family” of cards to suit needs of different groups

• security features to be agreed


E-Broker• Single gateway to public services

• caters for all access channels

• offer common services, e.g., authentication of identity, to citizen and public agencies

• transaction management centred on life episodes

• personal data vaults and pigeon holes

• mediates between citizen and public service


eBroker agencyI/A TV Kiosk Web

WAPdevice

PostServiceCentre

Education RevenueLocal

AuthoritiesAgriculture Health CRO DSCFA

Forms/Codes/Help

Episodeknowledgerepository

Contactdirectories

Pigeon hole

Data vault

Pigeon hole

Data vault

Certificatedatabases

Transaction Manager

Access ManagerClient

AuthenticationService

Search engine(s)Client storage


Life Episodes• Examples: birth, starting work, setting up a

new business, buying a house, etc.

• current practice: citizen must find and contact each service separately

• future practice: episode gateway will offer and initiate groups of services relevant to each episode.


Current ‘birth episode’

Parent Hospital

Registers

GRO

Regist

ers

Health Board

Informs

DSCFA

Claims Child Benefit

Health Board

Public Health Nurse

Schedulesvisits

CB : Register CB Claim

Scheme X : Add child dep

CIS : Allocate PPS number

GMS

DPS notificat

ion

Issues DPS card

Housing Agency

Revenue/Tax


“Managed” birth episode

I/A TV Kiosk WebWAPdevice

Post

Forms/Codes/Help

Contactdirectories

Pigeon hole

Data vault

Pigeon hole

Data vault

ClientAuthentication

ServiceSearch engine(s)

Client storage

Episodeknowledgerepository

BIRTH : GRO,HB, GMSDSCFA,

VHI?

Transaction Manager

Access Manager

HospitalRegistrar

GRO

GRO

Address

Registrar ID

Parent ID

Health Board

HB

GMS

GMS

DSCFA

DSCFA

VHI

VHI


EU Context• All MS attempting similar initiatives

• scope for cooperation on common issues.

• E.g., interoperable PKI systems for digital signatures, e-identities.

• Build on existing work - TESS, etc.


REACHIntegrating Services to Citizens

Oliver Ryan

[email protected]

Documents

May 25IDA eEurope Workshop REACH Integrating Services to Citizens Oliver Ryan Director [email protected]