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E-government in the Belgian social security sector: a successful combination of back-office integration and an e-portal solution. Frank Robben General manager Crossroads Bank for Social Security Strategic advisor Federal Public Service for ICT Sint-Pieterssteenweg 375 B-1040 Brussels - PowerPoint PPT Presentation
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E-government in the Belgian social security sector: a
successful combination of back-office integration and an e-portal
solution
Crossroads Bank for Social Security
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
2Crossroads Bank for Social Security Cernobbio, 7 July 2003
Services offered network between 2,000 Belgian public and private social security
offices with a secure connection to internet and Belgian interbanking network
single identification key for each citizen, electronically readable from an electronic social security card
electronic information exchange through structured messages among all social security offices
electronic transactions between social security offices on the one hand and companies and socially insured persons on the other- either through the exchange of structured messages- or via an integrated portal site
an integrated portal site containing- information about the entire social security system- harmonized instructions relating to all electronic transactions- a personal page for each company
an integrated multi-modal contact centre supported by a customer relations management tool
3Crossroads Bank for Social Security Cernobbio, 7 July 2003
The network
R
FW
R
CustomersCustomers
FW
FW
FW
RR
RFTPFTP
RPortalPortal
RIsabelIsabel
Vocal serverVocal server
FW
R
R
BackboneBackbone
R
FW
R
CBSS
4Crossroads Bank for Social Security Cernobbio, 7 July 2003
Some figures
information exchange between all 2,000 social security offices takes place through 170 types of electronic messages
in 2002 242.5 million electronic messages have been exchanged among social security offices, which saved as many paper exchanges
50 types of declaration forms to social security have been abolished
in the remaining 30 declaration forms the number of headings has been reduced on average to a third of the previous number
2 types of declarations have to be done electronically and 14 types of declarations can be done electronically; all other types will be available electronically by the end of 2004
in 2002 7.2 million electronic declarations have been made by 236,000 employers
5Crossroads Bank for Social Security Cernobbio, 7 July 2003
Advantages
efficient, effective and customer-oriented service for socially insured persons and companies- 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: better social protection• 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.
– push system: automated granting of or information about services– active search of non-take-up using datawarehousing techniques– controlled management of own personal information– personalized simulation environments
a minimal administrative burden more efficient combating of fraud better support of social policy
6Crossroads Bank for Social Security Cernobbio, 7 July 2003
Strategy
review of all processes and relationships- within each social security office- between social security offices- between social security offices on the one hand and socially
insured persons and companies on the other
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
7Crossroads Bank for Social Security Cernobbio, 7 July 2003
Strategy
elaboration of 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
sufficient standardization of concepts and procedures across the branches of social security
harmonized administrative instructions neutrality
- level of benefits of the socially insured persons- labour costs for the companies
8Crossroads Bank for Social Security Cernobbio, 7 July 2003
Reference directory
serves as a basis for organization of information exchange
structure- directory of persons: indicates for each socially insured
person, at which social security offices he is known, in what capacity and for what period(s)
- data availability table: indicates by type of social security office and the capacity in which a socially insured person might be known to that office, which types of data are available
- access authorization table: indicates by type of social security office and the capacity in which a socially insured person might be known to that office, which types of data that office needs and is authorized to receive from other offices in order to fulfil its duties
9Crossroads Bank for Social Security Cernobbio, 7 July 2003
Reference directory
functions- routing of information- preventive access control- automated communication of changes to information
10Crossroads Bank for Social Security Cernobbio, 7 July 2003
Place in global e-government
agreements have been reached on using the same resources for identification, authentification and electronic signatures with the federal government, the regions, the communities and the municipalities
evolution towards a network of service integrators possibility of integrating all information and
transactions in other portals (federal, regions, communities, municipalities, sickness funds, trade unions, etc.)
Ministry of Finance has been offered the possibility of developing this system further to evolve towards a pre-completed tax declaration
11Crossroads Bank for Social Security Cernobbio, 7 July 2003
Network of services integrators
InternetInternet
Extranetregion or
community
Extranetregion or
community
Extranetsocial
security
Extranetsocial
security
Servicesrepository
SSI
SSI
SSI
FPS
FPS
Servicesrepository
FedMAN
FPS
R/CPS
R/CPS
Servicesrepository
PublilinkPublilink
City Province
Municipality
Servicesrepository
Serviceintegrator(CBSS)
Serviceintegrator(FEDICT)
Serviceintegrator
12Crossroads Bank for Social Security Cernobbio, 7 July 2003
Most important barriers
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
13Crossroads Bank for Social Security Cernobbio, 7 July 2003
Most important barriers
intermediaries often perceive e-government as a threat
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
14Crossroads Bank for Social Security Cernobbio, 7 July 2003
Critical success factors
E-government as a structural reform process- process re-engineering and integration
- back-office integration for automated granting of services
- integrated and personalized front-office service delivery support of and access to policymakers at the highest level co-operation between all actors concerned based on repartition
of tasks rather than centralization of tasks quick wins combined with long term vision focus on more efficient and effective service delivery rather than
on the fight against fraud respect for legal repartition of competences between actors legal framework creation of an institution that stimulates and co-ordinates
15Crossroads Bank for Social Security Cernobbio, 7 July 2003
More info
have a look at stand 43 Crossroads Bank for Social Security
www.ksz.fgov.be
National Office for Social Securitywww.rsz.fgov.be
portal sites- social security portal: www.socialsecurity.be- federal portal: www.belgium.be (stand 17)
Th@nk you !
Crossroads Bank for Social Security