Back office integration for better Egovernment services

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Back office integration for better E-government
services
Frank Robben General manager Crossroads Bank for
Social Security Sint-Pieterssteenweg 375 B-1040
Brussels E-mail Frank.Robben_at_ksz.fgov.be
Crossroads Bank for Social Security
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What is E-government ?

• E-government is a continuous optimization of
  service delivery and governance by transforming
  internal and external relationships through
  technology, internet and new media
• external relationships
• government to citizen
• government to business
• user of public services
• provider of services
• internal relationships
• government to government
• government to employees

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E-government a structural reform process

• technology is only a means
• E-government requires
• change of mindsets from government centric to
  customer centric
• re-engineering of processes
• re-organization of public services
• changes of legal environment
• cooperation between several government levels
  one virtual electronic government

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Customer centric

• delivery of services based on the logic of the
  customer
• life events (birth, marriage, etc.)
• life styles (sport, culture, etc.)
• life status (unemployed, retired, etc.)
• p-channels and e-channels must co-exist
• multi device access (PC, TV, WAP GSM, PDA, )
• integrated services
• information
• interaction
• transaction

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Customer centric

• critical reflection on principles of data
  collection and creation of new added value
• readable and understandable text
• analysis of the requirement of data collection
• harmonization of basic concepts
• first data verification, then data collection
• default values based on previously entered data
• on-line help
• simulation environments

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Levels of service maturity of E-government
Level 4 Integration Cross-agency information and
transactions are available via intention based
portals Back offices are integrated and
business processes are re-engineered
Level 3 Transaction User can communicate electron
ically with single government agencies,
and applications of the agencies respond
electronically to the user
Level 2 Interaction Users can communicate electro
nically with single government agencies, but
agencies dont necessarily communicate electronica
lly with the user
Constituency Value
Level 1 Information Government agencies publish
information on the web
Complexity / Costs
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Back office integration is the key

• in most countries, a lot of public services are
  concerned by the delivery of services to the
  citizens and the companies
• a lot of information is needed by several public
  services, e.g.
• identification data
• data concerning the professional and social
  status
• periodical data related to working periods
• periodical data related to income
• data concerning certain events, e.g. the start of
  a company, the occurence of a social risk, ...

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Back office integration is the key

• lack of back office integration leads to
• overloading of the users
• multiple collection of the same information by
  several public authorities
• no reuse of available information
• waste of efficiency and time within the public
  services
• suboptimal support of the policy
• higher possibilities of fraud

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Back office integration basic principles

• decentralised but unique data collection
• decentralised and distributed data management
• functional task-sharing between public services
• principle of the authentic source
• electronic information exchange and work flow
• every public service can be supplier or applicant
  of data
• information exchange can be initiated
• by the public service that needs the information
• by the public service that disposes of new
  information
• by the instution that manages the network for
  electronic information exchange
• application to application (no manual
  intervention)
• unique identification key for each entity

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Back office integration basic principles

• global coordination
• common architecture
• common open standards
• common horizontal services
• messaging and transaction services
• security services
• portal services
• content management services
• normalisation of information
• stimulation
• project management

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Back office integration basic principles

• control mechanisms by an independent third party
  (cf information is often sensible)
• preventive access control
• preventive control on the legitimacy of the
  exchange
• loggings
• legal framework
• organization of the back office integration
• harmonization of basic concepts

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Useful tools

• electronic identity and authentication card for
  every entity, containing the unique
  identification key
• reference directory
• structure
• directory of persons which persons in which
  capacities have personal files in which social
  security institutions for which periods
• data availability table which data are available
  in which social security institutions for which
  types of files
• access authorization table which data may be
  transmitted to which institutions for which types
  of files
• 3 functions
• access control
• routing of information
• automatic transmission of information

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Agri-culture
Economic affairs
Interior
Justice
Foreign institutions
Public health
Finance
Crossroads Bank
Social Security
Defense
Employ- ment
Sector
Region
Sector
Local authorities
Region
Region
Referencemodel for distributed data management as
used in the Crossroads bank of social Security
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The ongoing benchmark-operations

• benchmarking can be a powerful tool to achieve
  improvement in public services
• used inappropriately, benchmarking can lead to a
  situation in which E-government strategic
  objectives and plans are not drawn up in response
  to a clearly defined constituency service, but
  according to a biased conception of the political
  rewards inherent in following the same path as
  other countries
• as the essence of E-government is optimization of
  service delivery, effective benchmarking may not
  be limited to the front offices, but should
  measure the overall quality of service and
  include back office integration

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Th_at_nk you !
Crossroads Bank for Social Security