E-government in the social security sector Frank Robben General manager Crossroads Bank for Social Security Strategic advisor Federal Public Service for

E-government in the social security sector

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

Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)

mailto:[email protected]



http://www.law.kuleuven.ac.be/icri/frobben

2 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)

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 <-> citizen

- government <-> business internal relationships

- government <-> government

- government <-> employees all relationships

- are bidirectional

- can be within a country or border-crossing


Government

not monolithic- EU- in every country

• federal level• regions• communities• provinces• municipalities• parapublic institutions• private instutions participating in delivery of public services• …

integrated E-government is based upon common strategy, multilateral agreements and interoperability

E-government contains the opportunity to realize one virtual electronic government with full respect for every specific competence


Advantages

efficiency gains- in terms of costs: same services at lower total costs, e.g.

• unique information collection using co-ordinated notions and administrative instructions

• less re-encoding of information by electronic information exchange

• less contacts

• functional task sharing concerning information management, information validation and application development (distributed information systems)

- in terms of quantity: more services at same total cost, e.g.• all services are available at any time, from anywhere and from any device

• integrated service delivery

- in terms of speed: same services at same total cost in less time• reduction of waiting and travel time

• direct interaction with competent government body

• real time feedback for the user


Advantages

effectiveness gains- in terms of quality: same services at same total cost in same

time, but to a higher quality standard, e.g.• more integrated service delivery• more correct service delivery• personalized and participative service delivery• more transparant and comprehensive service delivery• more secure service delivery• possibility of quality control on service delivery process by customer

- in terms of type of services: new types of services, e.g.• push system: automatic granting of or information about services• active search of non-take-up using datawarehousing techniques• controlled management of own personal information• personalized simulation environments


E-government: a structural reform process

ICT is only a means by which a result may be obtained

E-government requires- considering information as a strategic resource for all

government activity- change of basic mindset: from government centric to

customer centric- re-engineering of processes within each government

institution, each government level and across government levels

- clear definition of mission and core tasks of every government body


E-government: a structural reform process

E-government requires- co-operation between government bodies: one virtual

electronic government, with respect for mission and core tasks of each government body and government level

- co-operation between government and private sector- adequate legal environment elaborated at the correct level- interoperability framework: ICT, security, unique identification

keys, harmonized concepts- implementation with a decentralized approach, but with co-

ordinated planning and program management (think global, act local)

- adequate measures to prevent a digital divide


Information as resource: implications

information modelling- information is being modelled in such a way that the model

fits in as close as possible with the real world• definition of information elements• definition of attributes of information elements• definition of relations between information elements

- information modelling takes into account as much as possible the expectable use cases of the information

- the information model can be flexibly extended or adapted when the real world or the use cases of the information change



unique collection and re-use of information- information is only collected for well-defined purposes and in

a proportional way to these purposes- all information is collected once, as close to the authentic

source as possible- information is collected via a supplier-chosen channel, but

preferably in an electronic way, using uniform basic services (single sign on, arrival receipt of a file, notification for each message, …)

- information is collected according to the information model and on the base of uniform administrative instructions



unique collection and re-use of information- with the possibility of quality control by the supplier before the

transmission of the information- the collected information is validated once according to an

established task sharing, by the most entitled institution or by the institution which has the greatest interest in a correct validation

- and then shared and re-used by authorized users



management of information- information in all forms (e.g. voice, print, electronic or image)

is managed efficiently through its life cycle- a functional task sharing is established indicating which

institution stores which information in an authentic way, manages the information and keeps it at the disposal of the authorized users

- information is stored according to the information model- information can be flexibly assembled according to ever

changing legal notions- all information is subject to the application of agreed

measures to ensure integrity and consistency



management of information- every institution has to report probable improprieties of

information to the institution that is designated to validate the information

- every institution that has to validate information according to the agreed task sharing, has to examine the reported probable improprieties, to correct them when necessary and to communicate the correct information to every known interested institution

- information will be retained and managed as long as there exists a business need, a legislative or policy requirement, or, preferably anonimized or encoded, when it has historical or archival importance


electronic exchange of information- once collected and validated, information is stored, managed

and exchanged electronically to avoid transcribing and re-entering it manually

- electronic information exchange can be initiated by• the institution that disposes of information• the institution that needs information• the institution that manages the interoperability framework

- electronic information exchanges take place on the base of a functional and technical interoperabilty framework that evolves permanently but gradually according to open market standards, and is independent from the methods of information exchange




electronic exchange of information- available information is used for the automatic granting of

benefits, for prefilling when collecting information and for information delivery to the concerned persons



protection of information- security, integrity and confidentiality of government

information will be ensured by integrating ICT measures with structural, organizational, physical, personnel screening and other security measures according to agreed policies

- personal information is only used for purposes compatible with the purposes of the collection of the information

- personal information is only accessible to authorized institutions and users according to business needs, legislative or policy requirement

- the access authorisation to personal information is granted by an independent institution, after having checked whether the access conditions are met

- the access authorizations are public



protection of information- every concrete electronic exchange of personal information

is preventively checked on compliance with the existing access authorisations by an independent institution managing the interoperability framework

- every concrete electronic exchange of personal information is logged, to be able to trace possible abuse afterwards

- every time information is used to take a decision, the used information is communicated to the concerned person together with the decision

- every person has right to access and correct his own personal data


Customer centric

unique declaration of every event during the life cycle/business episode of a customer and automatic granting of all related services, e.g.


Customer centric

delivery of services that cannot be granted automatically to a customer- in an integrated way

• information• interaction• transaction

- re-using all available information• harmonized concepts• back-office integration• prefilled information


Customer centric

delivery of services that cannot be granted automatically to a customer (ctd)- in a personalized way

• look & feel and interface• content

– only relevant information and transactions• personalized support

– contextual help– own language– adapted vocabulary– on-line simulations

- or at least based on the way of thinking of the customer group• life events (birth, marriage, etc.) or business episodes (starting a company,

recruiting personnel, etc.)• life styles (sport, culture, etc.)• life status (unemployed, retired, etc.) or business sectors• specific target groups


Customer centric

declaration of events and service delivery via an access method chosen by the customer- application to application- various end-user devices

• PC, GSM, PDA, digital TV, kiosks, …

- file transfer- use of intermediaries

use of integrated customer relation management tools service delivery in principle free of charge


Co-operation between government levels

in Belgium, a co-operation agreement has been signed between federal government, regions and communities- coordinated offer of e-services to citizens/companies- guarantee that a citizen/company can use the same tools

• terminal• software• electronic signature

- guarantee of a unique data collection from the citizen/company

- with respect for the partition of competences between government levels


Co-operation agreement between government levels

co-ordinated, customer oriented service delivery agreements have to be made on common standards mutual tuning of portals, middleware, websites and

back offices use of common identification keys and electronic

signature mutual tuning of business processes when necessary gradual mutual task-sharing on data storage in

authentic form common policy on SLA’s and security


Co-operation government and private sector

private companies as service providers (sharing of investments), e.g.- network and security management- co-sourcing in BPR and development/maintenance/housing

of ICT building blocks, e.g.• certification authorities• portals

private companies as partners- integrated work flow with their own information systems, e.g.

• e-procurement• tax declaration• social security declarations


Changes of the legal environment

organization of integrated data management and electronic service delivery: legal base for Royal Decree exists- functional task sharing on information management- obligation to respect unique data collection from the

customer- obligation to exchange information in an electronic way- permission or obligation to use unique identification keys

harmonization of basic concepts


Changes of legal environment

ICT-law- data protection- public access to information- electronic signature- probative value

no overregulation- only basic principles- technology-neutral, but not technology unaware


Interoperability framework

goal: to guarantee the ability of government organizations and customers to share information and integrate information and business processes by use of- interoperable ICT- common security framework- common identification keys/sets for every entity- harmonized concepts and data modelling


ICT interoperability

examples on- www.govtalk.gov.uk and www.e-government.govt.nz (recent

frameworks based on actual open ICT standards, to be implemented)

- www.ksz.fgov.be (framework started in 1991 and implemented between 2.000 Belgian social security institutions, with unique gateway to foreign social security institutions within the EU, and continuously adapted to evolving and proven ICT standards with backwards compatibility)

tendency to use of open ICT standards but ICT is so dynamic and fast changing that ICT standards are

in an almost constant state of evolution huge need to agreements on how to ensure functional

interoperability, far beyond technical interoperability

http://www.govtalk.gov.uk/

http://www.e-government.govt.nz/

http://www.ksz.fgov.be/


Functional ICT interoperability

standardized codification (e.g. institutions, return codes, …) standardized use of objects and attributes standardized layout of header of messages, independent from

information exchange format (EDI, XML, …) and type of information exchange

version management backwards compatibility SLA’s on availability and performance of services access autorisation management anonimization rules acceptation and production environments priority management …


Common security framework

issues- confidentiality- integrity- availability- authentication- autorisation- non-repudiation- audit


Common security framework

specific points of interest- risk awareness based on risk analysis- security policies - structural and organisational aspects- encryption standards- electronic user and identity management

• identification• authentication• validation of characteristics or mandates• autorisation• registration procedures• PKI-environment

- application security


Common identification keys

at least common identification keys and identification sets for every entity- person- company- patch of ground

between nations- unique schemes- conversion tables

regulation of interconnection of information based on unique identification keys


Common identification keys

characterictics- unicity

• one entity – one identification key• same identification key is not assigned to several entities

- exhaustivity• every entity to be identified has an identification key

- stability through time• identification key doesn’t contain variable characterics of the identified

entity• identification key doesn’t contain references to the identification key or

characteristics of other entities• identification key doesn’t change when a quality or characteristic of the

identified entity changes


Harmonized concepts and data model

standard elements- with well defined characteristics

- used within all services OO-oriented, e.g. inheritance in a multilingual environment version management in an ever changing environment define once, use many (different presentations) workflow for validation of standard elements and characteristics multi criteria search

- by element

- by scheme

- by version

- …


A methodology to harmonize concepts

inventory of all documents (frequently) used for information collection

inventory of collected information classification of collected information using a

clustering methodology decomposition of collected information into “real life”

classes with description of the asked attributes analysis of goals: what is every “real life” classes used

for ? setting up of simplification propositions (e.g.

senseless different treatment of same “real life” object)


A methodology to harmonize concepts

based on the simplification propositions, framing out of an OO information model for information to be collected

design of XML-schema’s for the collecting of the information, corresponding to the OO information model

legislative adaptations in order to introduce the uniform definitions of the information classes

procedures in order to guarantee the consistency of the OO information model in an ever changing legal environment


Some interesting Belgian projects

social security sector network of service integrators integration of portal sites electronic identity card


Social security

social security is a protection system against a variety of social risks- childhood- health care- incapacity for work due to

• sickness• accidents

- unemployment- old age

due to limited financial means, social security needs to work critically


Definition of the problem

in most countries, a lot of institutions are active in social security

information is one of the main production factors for each of these institutions

the information needed by the institutions is quite similar- identification data- data concerning the professional and social status- periodical data related to working periods and wages- data concerning certain events, e.g. the occurence of a social

risk


Definition of the problem

lack of integration leads to- overloading of the citizens/companies

• multiple collection of the same information by several government bodies

• no re-use of available information• avoidable contacts with citizens/companies due to multiple, unco-

ordinated quality checks

- waste of efficiency and time within the government bodies- suboptimal support of the policy made by government- higher possibilities of fraud


Possible solutions

central data management (big brother concept)- not frequently implemented

• privacy protection• technical feasability• threat for the autonomy of the institutions

distributed data management (network concept)- decentralised but unique data gathering- decentralised and distributed data storage, with functional

task-sharing between social security institutions- data exchange via a network


Belgian social security sector

principles have been implemented under co-ordination of the Crossroads Bank for Social Security, in co-operation with 2.000 public and private social security institutions

functional and technical interoperability framework is functioning- between these institutions- between these institutions and all employers

every socially insured person has a unique identification key throughout the whole social security sector and an electronically readable social identity card containing this identification key


Interoperability within social security

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Reference directory

serves as a base for organization of information flows structure

- directory of persons: what persons in what capacities have personal files in what social security institutions for what periods

- data availability table: what data are available in what social security institutions for what types of files

- access authorization table: what data may be transmitted to what institutions for what types of files

functions- routing of information- preventive access control- automatic communication of changes to information


Information security

institutional measures organizational and technical measures based on ISO

17799 legal measures


Institutional measures

no central data storage independent Control Committee preventive control on legitimacy of data exchange by

Crossroads Bank according to authorizations of the independent Control Committee

information security department in each social security institution

specialized information security service providers working party on information security


Independent Control Committee

assigned by Parliament competences

- supervision of information security- authorizing the data exchange- complaint handling- information security recommendations- extensive investigating powers- annual activity report


Information security department

in each social security institution composition

- information security officer- one or more assistants

control on independence and permanent education of the information security officers is performed by the Control Committee

the Control Committee can allow to commit the task of the information security department to a recognized specialized information security service provider


Information security department: tasks

information security department - recommends

- promotes

- documents

- controls

- reports directly to the general management

- formulates the blueprint of the security plan

- elaborates the annual security report

general management- takes the decision

- is finally responsible

- gives motivated feedback

- approves the security plan

- supplies the resources


Contents of the security report

general overview of the security situation overview of the activities

- recommendations and their effects- control- campaigns in order to promote information security

overview of the external recommendations and their effects

overview of the received trainings


Specialized information security service providers

to be recognized by the Government recognition conditions

- non-profit association- having information security in social security as the one and

only activity- respecting the tariff principles determined by the Government

control on independence is performed by the Control Committee


Specialized information security service providers

tasks- keeping information security specialists at the disposal of the

associated institutions- recommending- organizing information security trainings- supporting campaigns promoting information security- external auditing on request of the institution or the Control

Committee

each institution can only associate with one specialised information security service provider


Working party on information security

composition- information security officers of all institutions

task- coordination- communication- proposal of minimal security conditions- check list- recommendations to the Control Committee


Organizational & technical measures

security policies classification of information security requirements towards the personnel physical protection management of communication and service processes processing of personal data logical access control development and maintenance of systems continuity management internal and external control communication to the public of the policy concerning security

and the protection of privacy


Legal measures

obligations of the controller- principles relating to data quality- criteria for making data processing legitimate- specific rules for processing of sensitive data- information to be given to the data subject- confidentiality and security of processing- notification of the processing of personal data

rights of the data subject- right of information- right of access- right of rectification, erasure or blocking- right of a judicial remedy

penalties


Information servers

information servers- directory of persons of the Crossroads Bank- National Register- Crossroads Bank Registers- work force register- wages and working time database (LATG) of the ONSS- employers directory (WGR) of the ONSS- database of contribution certificates- SIS-card and professional card registers

services offered- interactive consultation- batch consultation- automatic communication of updates


National Register - CBSS Registers - past situation

National Register

Municipalities


National Register - CBSS Registers –present situation

National Register

Municipalities


Preprocessed messages

preprocessed messages- beginning/end of labour contract, beginning/end of self-employed activity- contribution certificates medical care (employees, self-employed, beneficiaries

of social security allowances)- unemployment benefits – career break- allowances for incapacity for work (health care, accidents at work, occupational

disease)- young unemployed- allowances to the handicapped- guaranteed income – social support- people suffering from long-term illness- social exemption- fiscal exemption- derived rights (e.g. tax reduction/exemption, free public transport, ...)- special contribution for social security- solidarity contribution on old age pensions- migrant workers- …


Preprocessed messages

services offered:- batch consultation- automatic communication of messages


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Derived rights in tax affairs

a number of people are entitled to an increased refund of the costs for medical care

moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes


Sickness fund

Derived rights in tax affairs - past situation


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sickness fundsnetwork

Derived rights in tax affairs - present situation


Social security card

functions- reliable, electronically readable identification card in the

hands of each social insured person, that contains the unique social security identification number

- electronic support owned by every social insured person, containing information on his social security status needed by bodies not connected to the social security network

• first application: proof of health care insurability status to health care professionals applying the third payer rule

protected memory chip card having a capacity of 8 kbits, respecting ISO 7816.1-7816.5

delivered to every insured person (10.000.000 cards)


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Social security card

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sickness fundsickness fund registration numberinsurance periodinsurance statussocial exemption status

other data to be added in the future, if useful

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Social security card - example 1

Social identity card

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Interoperability outside social security

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Integrated service delivery

common basic services (e.g. single sign on, notification

information several categories of transactions

- transactions at the beginning or the end of employment (DIMONA)

- quarterly declaration of wages and working time- transactions when a social risk occurs- transactions in order to manage information about yourself- transactions in order to control the quality of the service

delivery process- ...


Integrated service delivery

harmonized concepts harmonized data model and XML-schemes self-service and personalization customer relation management contact center


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Transactions at beginning/end of employment


Immediate declaration of employment

can only be done electronically via- FTP/MQSeries- interbanking network- social security portal- vocal server

24/7 offers the employer a key to on-line consultation and

correction- of the database on employment- by using a electronic certificate, of the database concerning

wages and working time and other derived databases- concerning his employees and the period of employment


Quarterly declaration wages & working time

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Quarterly declaration wages & working time

can only be done electronically via- FTP/MQSeries- interbanking network- social security portal

24/7 can, by using an electronic certificate

- be consulted and corrected on-line by the employer- concerning his employees and the period of employment


Electronical declaration of social risks

past situation: multiple collection of information by using various, complex, not co-ordinated paper forms


Electronical declaration of social risks

actual situation- limitation of the collected information to the information not

yet available at other public services (abolition or at least significant simplification of forms)

- unique collection of information from the employer- in a standardized way across all social security institutions- can be done on paper or electronically (24/7) via

• FTP/MQSeries• interbanking network• social security portal

- uniform instructions


26 operational transactions

quarterly multifunctional declaration of wages and working times to the National Office for Social Security (NOSS)

correction of the quarterly declaration to the NOSS DIMONA-declaration consultation of the workforce register consultation of the directory of employers integrated electronical declaration of building yards consultation of overdue payments of social security contributions by an

employer declaration of temporary employment of foreign employees in Belgium declaration of temporary unemployment + validation book consultation of the holiday database declaration of an industrial accident, monthly report and resumption of

work after an industrial accident simplified declaration of an industrial accident


26 operational transactions declaration of the beginning of a part-time job with retention of rights to

unemployment benefits (unemployment sector)- private sector- education, municipalities or provinces

monthly declaration of part-time work for the calculation of guaranteed income payments (unemployment sector)

- private sector- education, municipalities or provinces

monthly submission of work as an employee employed in a protected workplace (unemployment sector)

monthly submission of work in the framework of an activation programme (unemployment sector)

declaration for the establishment of young people’s vacation rights (unemployment sector)

monthly declaration of young people’s vacation hours (unemployment sector)

annual submission of temporary unemployment monthly submission of hours of temporary unemployment authorized request for the temporary removal of a pregnant employee

(sector of professional diseases)


Further evolution

01.04.2005- quarterly multifunctional declaration of wages and working times to the

National Office for Social Security for the Local Authorities 01.10.2005

- application for unemployment benefits- declaration of fulltime or half-time early retirement- electronic data exchange between sickness funds and employers necessary

to deal with an application for benefits in case of incapacity for work, maternity leave, complete or partial leave from work as a measure to protect motherhood, leave for fatherhood

- declaration of an employee’s holiday days- declaration of resumption of work after a period of incapacity for work- authorized request for the temporary removal of a pregnant employee (sector

of professional diseases) 01.01.2006

- monthly declaration of the reprise of adapted work during a period of incapacity of work


Some figures

information exchange between all 2,000 social security offices takes place through 170 types of electronic messages in stead of hundreds of types of paper forms

378.314.473 electronic messages have been exchanged in 2004

response time on-line messages

question CBSS question

answer answer98,46 % in < 1 sec99,8 % in < 2 sec

98,54 % in < 4 sec


Some figures

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

97% of the employers uses application to application exchange, only 3% of the employers uses portal transactions

workforce register has been abolished in each company


European framework

Treaty of Rome: free movement of persons => need for co-ordination between social security schemes of the Member States

Co-ordination Regulations 1408/71 and 574/72:

4 basic principles:- only one applicable national legislation per period- equal treatment: no discrimination based on nationality- aggregation of insurance, employment and residence periods- exportability of rights

co-ordination regulations imply a lot of information exchange between social security institutions of different Member States


Current situation

a lot of information is still exchanged on paper forms (E-forms)

elaborated by the Administrative Commission on Social Security for Migrant Workers

with same structure and contents in all official languages of the European Union

78 types of forms exchange of paper forms appears cumbersome,

complicated and expensive this may deter possible migrant workers


Role of TESS

TESS = TElematics for Social Security managed by Technical Commission on Data

Processing set up to develop telematic services for the

implementation of the Union provisions on social security


Global aim

the quality level of services provided by a social security institution to an insured person may not decrease because this person (e.g. migrant or frontier worker, tourist, student, pensioner, ...) made use of his right to move within the EU

therefore, administrative procedures should be simplified by interconnecting the information systems of the social security institutions involved

in order to improve the acquisition of rights, the award and the payment of benefits resulting from the application of the Regulations 1408/71 and 574/72


Staged implementation strategy

exploration of problems and solutions building up of a reference system in the pension and

the health care sector expansion of the reference system to all institutions

concerned from all sectors from all Member States


Exploration of problems and solutions

analysis of the major problems encountered with the current paper form exchanges

definition of common architecture rules- identification set- TESS domain for interoperability- forwarding point concept- use of standards

validation by a prototype in the old age pension sector between 7 institutions from 7 Member States

elaboration of the TESS Master Plan


Problems encountered with paper forms

difficulties identifying the insured person difficulties determinating the competent social security

institution in another Member State problems of interpretation of the exchanged forms inability to adapt the forms quickly conflicts between data protection and the obligation to

exchange information difficulties in managing the exchange procedure difficulties for the insured person in acquiring

appropriate advice


Identification of the insured person

Problems- the data necessary for

the identification varies from Member State to Member State and sometimes even from one sector of social security to another within the same Member State

- each institution only registers the identification data it needs itself

Elements of solution- definition of a basic

identification data set for each country

- each institution that sends a form agrees to provide the identification set related to the destination state

- each institution that receives a form agrees to be able to identify a person on the base of this set


Designation of the competent institution

Problems- the criteria defining the

competence of institutions vary from Member State to Member State and from one social security sector to another:

• territorial criteria

• employment criteria

• free choice of the insured

Elements of solution- each institution that sends

a form agrees to provide the adequate criteria for the designation of the competent institution in the destina-tion state

- a unique entry point (forwarding point) per social security sector in each state is responsible for the routing to the competent institution in that state


Problems of interpretation

Problems- different alphabets- different languages- too much free text- basic concepts vary from

Member State to Member State => problems of conceptual translation

- insufficient knowlegde of the foreign and inter-national law which institutions are rarely confronted with

Elements of solution- maximal structuring of

the possible answers- glossary of concepts

containing links between the basic concepts of the different Member States

- offices specialised in foreign and international law

- the law of a Member State is always applied by an institution of that Member State


Inability to adapt the forms quickly

Problems- the elaboration and

adaptation procedures of the forms are lenghty and expensive => the official forms are inappropriate => unofficial variants are created and used

- result:• administrative problems

• delays for the insured persons

Elements of solution- to encourage the

exchange of electronic forms

- modular structure of the forms: directory of possible questions, related to the glossary of concepts


Data protection

Problems- some Member States

forbid the export of data to other Member States which don’t guarantee an equivalent data protection

- lack of coordination of organisational and technical data protection measures

Elements of solution- implementation of the

directive 95/46/EC and 02/58/EC in each Member State

- minimum organisational and technical security norms


Managing the exchange procedure

Problems- no following up of

exchanged forms- no statistics about the

exchange procedures

Elements of solution- systematic acknowledge-

ment of receipt of forms- interchange agreements- interchange management

by statistics


Identification set

Main Information- national registration key (NRK)

in the receiving Member State- surname at birth- current surname- Christian namedate of birth- place of birth

Complementary information in case of missing NRK- sex- last address in the receiving

Member State


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Today’s situation

the Master Plan is the basis for all of the work an inventory of decisions describes all common architectures

rules tangible results are achieved with the operational exchange of

E2XX and E5XX messages in the old age pension sector and the forms E125 and E127 in the health care sector

exchange of other E1XX messages in the health care sector is being developed

gradual evolution from EDIFACT to XML paper European health insurance card proposal of an electronic European health insurance card, to be

integrated with national initiatives


Towards a network of service integrators

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Municipality

Servicesrepository

Serviceintegrator(FEDICT)

Serviceintegrator(CBSS)

Serviceintegrator



type of exchanged information- structured data- documents- images- multimedia- metadata- business processes

using web services



useful functions of service integrators (FEDICT, CBSS, …)- secure messaging

- business logic and work flow support

- directory of authorized users and applications• list of users and applications

• definition of authentication means and rules

• definition of authorization profiles

– which service is accessible to which type of user/application for which persons/companies in which capacities in which situation and for which periods

- directory of data subjects• which persons/companies in which capacities have personal files in which

institutions for which periods

- subscription table• which users/applications want to receive automatically which services in which

situations for which persons in which capacities



key issues- evolution of standards- collaboration with vendors- not limited to public agencies- national, European & international standards- every partner is free to implement internally in his own way:

black box philosophy


Portal sites: actual situation

customers•citizens•companies

suppliers

partners

employeesintermediaries

PORTAL A•single sign on•personalization•user groups•multi-channel•aggregation

back-endsystems, e.g.•ERP•groupware•DB’s•applications

businessintelligence

contentmanagement

directory

PORTAL B•single sign on•personalization•user groups•multi-channel•aggregation


contentmanagement


directory


Portal sites

need to strike the right balance between roles in delivering e-government services: not a single, but many one-stop shops (public and private)

Government ASP’s

Leading portals

Local service providers

Banks

Associations

…

Government own portals

Government-hosted community sites

Content and Services

Public Private

Private

Public

Channel PPP

Source: Andrea Di Maio - Gartner


Portal sites

public institutions need to concentrate on core activities, such as- information

• modular• up to date• information blocks concerning public services• with standardized metadata• based on standardized thesauri• in generally accessible content management systems• with separation between content and metadata (reuse, don’t rewrite)• that can be submitted to automatical re-indexation

- transactions• applications that can be easily integrated in private or public portal sites


Portal sites

public portals should have added value- integration of services

• information• work flow based on life events of the customers• integration with work flow of customers

- coordinated basic services for own customers• single sign on• ticketing• logging• notification service• …


Portal sites: to be situation

customers•citizens•companies

suppliers

partners

employeesintermediaries

PORTAL B•single sign on•personalization•user groups•multi-channel•aggregation


contentmanagement


PORTAL A•single sign on•personalization•user groups•multi-channel•aggregation



contentmanagement

directory directory


Portal sites

other key issues- multidimensionality: accessibility of same services through

different « views »- multi channel enabling- citizen/company relation management

• integrated service delivery, across all used channels• personalization of service delivery

– first step: personalized home page for every company on social security portal

• evolution to push system• quality control• feedback mechanisms for permanent improvement of service delivery

- contact center


Electronic identity card


Electronic identity card

retained functions- visual and electronic identification of the holder- electronic authentication of the holder via the technique of

the digital signature- generation of electronic signature via the technique of the

digital signature (non repudiation)- proof of characteristics of the holder via the technique of the

digital signature on the initiative of the holder- only identification data storage- no encryption keys (yet)- no biometric data (yet)- no electronic purse


Electronic identity card: content

visual- the name- the first two Christian names- the first letter of the third Christian name- the nationality- the birth place and date- the sex- the place of delivery of the card- the begin and end data of the validity of the card- the denomination and number of the card- the photo of the holder- the signature of the holder- the identification number of the National Register


Electronic identity card: content

electronic- the same information as printed on the card- the authentication identity and electronic signature keys- the authentication and electronic signature certificates- the accredited certification service furnisher- information necessary for authentication of the card and

securization of the electronic data- the main residence of the holder


No storage of other electronic data on the card

why not ?- preventing perception of the card as a big brother- preventing loss of data, when the card is lost- preventing frequent updates of the card

stimulation of the controlled access to data over networks, using the card as an access tool, rather than storage of data on the card

thus, no integration of SIS-card and electronic identity card


Organization model

government chooses card producer and certification authority issuing the identity certificates as a result of a public call for tenders

the municipality calls the holder for the issuing of the electronic identity card

the municipality acts as registration authority for 2 certificates: authentication and electronic signature

2 key pairs are generated within the card at production time and the private keys are stored within the chip of the card


Organization model

the 2 certificates are created by the certification authority, but published only when the holder agrees

the use of the private keys within the chip needs an activation of the card by a municipal official using his PUK2 and the PUK1 sent to the holder

first authentication within one session (first private key) and every generation of an electronic signature (second private key) requires the PIN code of the holder

the second private keys and the identity certificate on the electronic identity card can be used to generate an electronic signature within the scope of E-government applications which require such a signature


Organization model

the electronic identity card contains the necessary space to store other private keys associated to attribute certificates that holder can obtain at the certification authority of his choice


Organization model

CM/CP/CI

VRKVRK

BullBull

CA

CA

ERA

Matti

Meikäläinen

PIN &

PUK

1-code

1

102

3

6

7

9

5

4

8


Some figures

nearly all 589 Belgian municipalities can deliver electronic identity cards

215.000 electronic identity cards have been delivered yet

all Belgian citizens having reached the age of 12 will receive their electronic identity card by 2009


Critical success factors

E-government as a structural reform process- process re-engineering within and across public institutions

- back-office integration for automatic 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


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 government bodies, other government levels, …)

- execution in a less stable environment

complexity of BPR in a government environment race for quick wins (cf surveymania) doesn’t stimulate

development of well conceived systems based on re-engineering



public sector tends, perhaps for reason of prestige, to favour tailor-made, high-risk, state-of-the-art solutions even when alternative, off-the-shelf, cheap, tried and tested systems are available

in the public sector, there is typically no financial margin of value to be added by innovation

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


More info

Crossroads Bank for Social Securityhttp://www.ksz.fgov.be

FEDICThttp://www.fedict.be

portal sites- federal portal: http://www.belgium.be- social security portal: https://www.socialsecurity.be

personal website- http://www.law.kuleuven.ac.be/icri/frobben

http://www.ksz.fgov.be/

http://www.fedict.be/

http://www.belgium.be/

https://www.socialsecurity.be/







Th@nk you !

Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)

Documents

E-government in the social security sector Frank Robben General manager Crossroads Bank for Social Security Strategic advisor Federal Public Service for