Dematerializing the relationship with the Public Administration
M. Pierre SchillingDirecteur-adjointCentre des technologies de l’information de l’Etat
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 l’information de l’Etat (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.
Provide
one SAME ANSWER
to
one SAME QUESTION
independently of
CHANNELTIME
LOCATIONand
INTERLOCUTOR
The value and the quality of public services
The necessity of a Corporate Knowledge Base
Administration a
FAQ
Human resources
BPM delegate
Corporate BPMLegal services
Citizen centers
Internal marketsecretary
De Guichet
Call center
Informationsystems
repository
Web Content
Processmodels
Functionspecifications
Organisationalstructures
Front desks
…
Administration n
BPM delegate
Admin A Admin B Admin C Admin D Admin E
Orchestration of administration specific processes
Providing user-centric services through a single Webportal
One event involving severaladministrations
Citizen /Business
Sample:
Create a new
business
Portal architecture
Web Content
Home page
Topic
User interaction
Electronic submission of e-forms
Sub-topic
Life situation
Procedure
« My personal space »
Virtual assistant
Personalized download of e-forms
Secured by
De Guichet - Home page
De Guichet - Procedure
• Title;
• Objectives;
• Administration(s) involved;
• Trigger(s);
• Prerequisites;
• Deadline;
• Service fee;
• Description;
• Legal framework;
• e-form(s);
• Virtual assistant.
Unified description of procedures
• 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.
« My Personal Space »
Standard e-forms
Assistant de dépôt du formulaire
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
• 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.
Virtual assistants
• 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.
Perspectives
Questions?