Towards the idea of a one-stop-administration: Experiences

1
Towards the idea of a one-stop-administration
Experiences

• Patrik Hitzelberger, CRP Gabriel Lippmann
  Luxembourg
• Lefis workshop
• Münster, March 9, 2004

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Index

• Background
• Statistics and background of the project
• The project  RCS 
• Fundamental reorganisation of the Luxembourg
  Register(s) of Companies
• Steps towards the  One-stop administration 
• Lessons learned perspectives

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Background of the project
4
Background Statistics about Luxembourg

• Surface 2500km²
• Population 450.000, 38 foreigners (1981
  370.000 / 26)
• 3 official languages
• GNP/head 45.000 (EU 25.000)

5
Background Conclusions

•  Mini  state, but
• High economic and population growth rates
• Multicultural and multilingual environment
• Political and administrative system complete and
  comparable to the neighbours (same functions,
  less  instances  of administrations).
• Small, rich, and European society ? Ideal and
  model country for E-Government ? (yes and no
  )

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BackgroundeEurope benchmark 10/2003
Source European Commissionhttp//europa.eu.int/i
nformation_society
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The project RCS
RCS Registre de Commerce et des Sociétés 
Register of Companies
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The project RCSMotivation (1/2)
 Business cases  of the RCS Luxembourg 1990-2000
RCS  Registre de Commerce et des Sociétés 
Register of Companies
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The project RCSMotivation (year 2000) (2/2)

• 2 public registers in Lux. (ministry of justice)
• 80.000 companies registered
• 100 paper based
• Low quality of data (even loss)
• Unacceptable response times (up to months for a
  certificate of registration)
• Low customer satisfaction (no confidence)
• Good starting point for  guichet unique 
  one-stop administration for business users

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The project RCSRemedies

• ReorganisationResearch project 2001-2004
• Fundamental reorganisation of the RCS in terms of
• New law
• New operating model (PPP) and new staff
• New forms and procedures
• Online availability (to a certain extend)
• Consolidation to one register
• Development of internal IT system
• Digitisation of existing records (ongoing, only
  data for the certificates)
• Simplification of overall process (of company
  formation) by implicating other organisations

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The project RCSNew law and new legal form

• New law replacing text from 1909
• New legal form of the register Creation of a
  GIE) consisting of Ministry of Justice and the
  two professional chambers to operate the (one)
  new register. New accounting and fees?? high
  flexibility combined with public control
• The law allows the chambers to carry out
  registration for their members ? prepares a
   one-stop  procedure

) Groupement dintérêt économique economic
interest group
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The project RCSNew forms and procedures

•  Classical  internal BPR project for well
  structured processes (rare)
• 4 basic procedures ( database ), but depends on
  level of detail (dozens modelled)
• Structured forms (did not exist before). (Much
  new data).Usage mandatory

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The project RCSNew operating model PPP
 Private 
 Public 
Ministry of Justice
Professional chambers
Administration board
50
50
Modifications
CIE)
RCS
Operatingtechnical control

• GIE
• New staff
• Private employees

Oracle database
) Centre informatique de létat
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The project RCSOnline services (1/2)

• Chiefly information oriented
• FilePrint approach for forms
• Simple read access to database
• Transactional service was low prio (cf. user
  groups)

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The project RCSOnline services (2/2)

• Name / RCS numbers available
• Acquisition of all data of existing companies is
  ongoing
• Background re-organisation seems to be more
  important than distribution channel

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Steps towards the  One-stop administration 
Guichet unique
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One-stop administrationFormation of an enterprise
Le Centre deFormalités PME notifie la
confirmation delautorisation
Le client reçoit sacarte dartisan parvoie
postal (oupar voie électronique)
Inscription au rôleartisanal (Chambre
desMétiers)
Consultation par le Tirbunal de Commerce
Attribution dun numéromatricule national par
le CIE
Demande à lAdm. desContributions Directes
Le client reçoit unN fiscal par voiepostalbe
(ou par voie électronique)
Avis du Greffe duTribunale deCommerce
Le client est informé des autres
formalités éventuelles à réaliser
Demande à lAdministration desDouanes et
Accises
Le client reçoit unN daccise par voiepostale
(ou par voie électronique)
Accueil et conseil client
Centre de Formalités PME (CdM, CdC)
Le Centre de Fomrlaités PME notifie la
confirmation de lautorisation
Demande dautorisationMCM
Accusé de réceptiondu MCM
Autorisation(clignotant)
Réalisation des autres formalités
Demande àlAdministration delEnregistrement
Le client reçoit unN TVA par Voie postale (ou
par voie électronique)
Notaires (statuts)
Registre de Commerceet des Sociétés (RCS)
Avis de laCommisionautorisationdetablissement
s
Le Centre de Formalités PME Notifie la
confirmation De lautorisation
Inscription au rôle de la Chambre de Commerce
Greffe Faillites etLiquidations
Servie Central des Législations (Mémorial C)
11 agencies / organisations
Statec
Centrale des Bilans
Consultation par laCommissionautorisationsdét
ablissement
Le client est informé d des autres formalités
Éventuelles à réaliser
Répertoire des Personnes Physiques et morales
Attribution dun Code NACE
Un document original est réalisé par le Centre
Commun de la Sécurité sociale
Le client doit retirer loriginal
personnellement
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One-stop administrationRCS as starting point

• Technically seen, the RCS is a good starting
  point (creation and collection of main data in
  the formation process)
• Political support and high motivation of the
  professional chambers to start and support the
  project
• Digitisation of the RCS was indispensable to
  realise any further step towards integrated
  services

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One-stop administrationExample From two stops.
RCS Eescher Schmelz
AED - Plateau St. Esprit
RCS Guichet
Réquisitions
Réquisitions Publications
AED LAC Caisse
Copies confirmées
2
Publications
délai de suite
délai 1-2 jours
Réquisitions
Payement cash ou virement en avance
Payement cash
(Exception très rare)
1
AED LAJ Caisse/Bureau
AED - Plateau St. Esprit
Facture mensuelle
Réquisitions
Réquisitions
RCS Bureau
AED LAC Bureau
délai 24h
Actes sous seing notarié
délai 2-3 jours
Copies confirmées
A payer- droit dapport / droit fixe- amendes
LAC Luxembourg actes civils LAJ Luxembourg
actes judiciares
Facture mensuelle
Autres bureaux de lAED pas traités
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One-stop administration to one stop
RCS Escher Schmelz AED Bureau des sociétés

• Payement direct oupar facture (clients
  fiables)
• une quittance commune

• contrôle AED (droit dapport)
• contrôle RCS (dépôt)
• date certaine
• payement des droits et frais AED/RCS
• confirmation du dépôt au RCS

RCSAED Guichet 1..N
Dépôt s.s. privé
Facture commune mensuelle(clients fiables)
consultation
AED - Plateau St. Esprit
AED Bur. d. Soc.
RCS Backoffice
Compensation (comptabilité) (Transfert des
données)
Réquisitions
AED LAC Bureau
Actes notarié
délai 2-3 jours
délai un jour
Facture mensuelle (AED)
Facture mensuelle (RCS)
LAC Luxembourg actes civils
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One-stop administrationCharacteristics of the
model

• One common counter
• One physical location
• Mixed counter staff from both agencies with
  identical responsibilities
• Back-offices of both agencies
• One number of registration, one receipt
• Separated IT systems (requirement of AED)

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Results and lessons learned
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Results and lessons learnedReorganisation of the
RCS

• Deep back office reorganisation of the RCS was
  extremely efficient
• Prerequisite 1 New legal form of the register,
  new law, (new staff?)
• Prerequisite 2 Deployment of IT
• The industry-like processes of the RCS allowed a
   standard  BPR approach
• Change management was difficult
• new and old structures operating parallel,
• law did not pass as early as planned
• IT was delayed

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Results and lessons learnedRCS and beyond
One-stop

• Optimisation of RCS took into account needs and
  processes of collaborating agencies
• Overall process has been regarded in order to
  avoid local optimisations
• Inter-organisational overall process of
  enterprise formation is much more complicated
  than the RCS internal one
•  E-government is more about government than
  about e.  (OECD). (?)
• On the other hand Difficult integration of
  legacy IT systems in different agencies

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Results and lessons learnedPerspectives

• Realisation of common RCS-AED counter is on hold
• Chambers will extend their formality centres to
  benefit from the now available technical and
  organisational infrastructure
• Research to integrate further administrations in
  the process is ongoing
• Focus on distribution channel and electronic
  service provision
• Integration in eLuxembourg portal

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Results and lessons learnedGood practice retained
Source David Feeny 2000http//www.oecd.org/puma
/Risk/Feeny/