Dematerialising the relationship with the Public Administration

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• Dematerialising the relationship with the Public
  Administration
• M. Pierre Schilling
• Directeur-adjoint
• Centre des technologies de linformation de lEtat

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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
  linformation de lEtat (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.

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The value and the quality of public services

Provide one SAME ANSWER to one SAME
QUESTION independently of CHANNEL TIME LOCATION
and INTERLOCUTOR
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The necessity of a Corporate Knowledge Base
Corporate BPM
Legal services
Organisational structures
Administration a
Human resources
BPM delegate
Function specifications
Process models
Citizen centers

Web Content
Front desks
Information systems repository
Administration n
Internal market secretary
FAQ
BPM delegate
De Guichet
Call center
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Providing user-centric services through a single
Webportal
Sample Create a new business
One event involving several administrations
Citizen / Business
Orchestration of administration specific
processes
Admin A
Admin B
Admin C
Admin D
Admin E
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Portal architecture
Secured by
Web Content
User interaction
Home page
 My personal space 
Topic
Sub-topic
Virtual assistant
Life situation
Personalized download of e-forms
Procedure
Electronic submission of e-forms
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De Guichet - Home page
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De Guichet - Procedure
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Unified description of procedures

• Title
• Objectives
• Administration(s) involved
• Trigger(s)
• Prerequisites
• Deadline
• Service fee
• Description
• Legal framework
• e-form(s)
• Virtual assistant.

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 My Personal Space 

• 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.

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Standard e-forms
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
Assistant de dépôt du formulaire
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Virtual assistants

• 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.

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Perspectives

• 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.

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Questions?