eGov in Denmarkbrasilmaissimples2019.com.br/.../uploads/2019/06/Ronnie-Eriksson-ppt.pdf · • eGov strategy 2011-2015 • Execution of roadmap for digital transformation • Digitization

eGov in Denmark

Transforming the Public Sector

Ronnie Eriksson

Managing Consultant

2© PA Knowledge Limited | PA strictly confidential

Key take aways

+10 years of partnership investments

in digital infrastructure has paid of

Technology and user expectations

develop rapidly – new approaches

and agility is essential.

Strong governance and regulation

has been a profound game changer in

benefit realization

1. Introduction

2. Danish context

3. Key succes factors

4. Digital Post - a case

5. When (almost) everything goes

wrong

6. Perspectives on the Danish

digital agenda

7. Questions

Agenda


14 years in public offices – eGov strategy & execution…

eGov Subject matter expert

Managing Consultant

Public Sector Team

PA Consulting

Copenhagen

• eHealth Strategy

• Cross sector collaboration

• Implementation

2001 - 2007: Consultant

• eGov strategy 2011-2015

• Execution of roadmap for digital transformation

• Digitization of social benefits (Payment Denmark)

2007 - 2015: Head of Division

• Organizational restructuring after failed it-system

• Business process reengineering (from digital to manuel)

• Digital strategy for temporary Debt Collection I DK

2015 - 2017: Assistant Director

• Modernisation of public administration

• Shared services (Statens IT)

• Business case for digital infrastructure

2007 - 2015: Chief consultant


… And 2 years in Consulting

STRATEGISTS, CONSULTANTS, TECHNOLOGISTS,

INNOVATORS AND INDUSTRY EXPERTS

2,600+FEE INCOME FROM CLIENTS,

GENERATING £65m EBITDA

£400m12 CAPABILITIES

9 SECTOR INSIGHTS

12+9OFFICES, AND

GLOBAL REACH

22

ABU DHABI

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We're an innovation and transformation

consultancy, we believe in the power of

ingenuity to build a positive human future

in a technology-driven world


Denmark holds a strong global position in eGovernment

• Citizens: 5,6 million

• 3 levels of government

• State (police, tax etc.)

• 5 Regions (hospitals)

• 98 Municipalities (schools, elder care)

• GDP pr. capita: 61582.17 USD

• 2nd largest tax burden (OECD)


Years of investments in a strong digital infrastructure

Municipalities

The state

Regions

Private sector

Through strong cooperation between state,

regions, municipalities and the private sector...

eSecurity

Single point of contact for eServices

Digital communication and ePayments

...a broad digtal infrastructure has been build with

many different users (citizens, companies etc.)

Citizen portal

Business portal

Doctor / patient portal

Digital Mailbox

eAccount

eInvoice

National eID, single

sign on and digital

signature


A strong public sector push for digitalization since the

beginning of the century

Ministry of Finance

Ag

en

cy 1

Ag

en

cy 2

Ag

ency 3

Ag

ency 4

Digitization

taskforce

2001

Ministry of Finance

Ag

ency 1

Ag

ency 2

Ag

ency 3

Agency

anchored

Ag

ency 4

Entire

agency

Ministry of Finance

Ag

ency 1

Ag

ency 2

Ag

ency 3

Dig

i

Agency

• Embedded in a strong central entity

(Ministry of Finance)

• Digital agenda closely linked to core

politics (budget process, deregulation,

modernization of public adm.)

• Central implementation capacity at

national level to accelerate and

coordinate common solutions

2011

First strategy 2001-2004

Strategy 2007-2010

National digital strategies are important drivers for cross

sector commitment

Strategy 2016-2020Strategy 2011-2015


Strategy 2011 – 2015: Fundamental shift in approach

Clear goal to digitize 80 pct. of all letters,

forms and paper based applications by

2015

From digital as a service (multi channel

setup) to digital by default (mandatory by

law)

Opt out programme for citizens without

the skills to use the internet

Strategy 2011 – 2015Legislation as a game changer, but keeping balance between

regulation and collaboration is still important

1

2

3

Mandatory by law

More digital usersand more digital

transactions

Investments in user friendly digital

solutions

Less need for offline help and

support

Better return on investment on online services

~300 mio. USD in expected yearly savings (less paper, stamps,

manual processes and reduced capacity on local citizen service

centres


2015 roadmap for change – eSelfservice and Digital Post

89 eServices (Citizens) - digital by default Digital Post – mandatory by law

23 services

29 services

26 services

11 services

1. December

20111. December

2012

1. December

2013 1. December

2015

Wave 1 Wave 2 Wave 3 Wave 4 Legislation to

become effective

for Business

Legislation to

become effective

for Citizens


The case of Digital Post

4,8 million citizens of 15 years of age and above are provided with a

mandatory digital letter box

By July 2018:

• 4.395.889 (91 pct.) citizens are registered

• 434.566 (9 pct.) citizens have an exemption from the use of Digital Post

• 680.000 (100 pct.) of private companies uses Digital Post

84 pct. of the users are satisfied with Digital Post

The public authorities are sending large number of digital letters:

88.9 Million messages in 2015




82 pct. of all state letters was send by Digital Post by 2015

A drop by 73 pct. in physical letters send by state agencies from 2011 to

2015


Continuous high degree of digital readiness in society

Digital solutions

95%use NemID

(digital ID)

691mtransactions were completed with NemID in 2016 of which 30% were to the public sector

100%of private companies

(680,000) uses Digital Post

85%use the internet daily

2000governmental self-service

solutions are centralized in one web-page, borger.dk

36,6mBorger.dk had 36,6m visits in

2016

Specific services

100%▪ Applying for university

▪ Applying for maternity leave

+90%▪ Applying for primary school (97%)

▪ Applying for pension (95%)

▪ Repayment of student loan (92%)

▪ Applying for day care for children, (92%)

▪ Change of address (92%)

Of the adult

population:

Share of procedures handled digitally


The journey until now – An overview

1. High level of trust in government and public authorities

2. Comprehensive digital infrastructure

3. A strong public sector push for digitalisation

4. Balance between regulation, collaboration and partnership

5. High degree of digital readiness in society

1

• Core data registration

(People, companies,

houses etc.)

• Sector specific IT

usage to support

welfare state

• First mover

digitalisation (eg. Tax

authorities)

2

• Building national it-

infrastructure

• Forming cross

sector digital

governance

• Front end

digitalisation

(portals and simple

transactional

services)

• Secure e-mail

3

• Scale user uptake

through legislation

• Transformation of

eService across

public authorities

• Small scale end-

to-end automation

(social benefits)

• Masterdata

consolidation

4

• Coherent citizens and

business journeys

across authorities.

• Data, analytics and

AI.

• Scale implementation

of digital welfare

solutions (health care,

education)

• ICT management

strategy

- 2000

2001-2010

2011-2015

2016-2020

Key success

factors


But not everything goes according to the plan…


Poor IT execution can compromise state legitimacy..

1. Very complex rules and regulations:

Increased project risks and slow pace

2. Over optimistic business cases: Little

time for implementation and too early

benefit realization

3. Technical legacy: Lack of maintenance

and outdated technology and platforms

4. Vendor lock in: Small market and little

ownership to own architecture and

data

1. Digital ready legislation, standardization (data)

and simplification of policy

2. Less ”MEGA” projects and more focus on

agile methods and flexible public contract

paradigmes

3. Focus on data - and informations governance,

architecture and sourcing strategies

4. Upgrade organizational IT competencies and

capabilities (both project management and top

level management).

Critical factors… Calls for….


eGov going forward….

Technologies emerge faster

and gain traction in the

market at high speed. Fail to

adopt (quickly) and

acceptance will dissapere

1

Too strict aim towards

efficiency gains can create

”inside out” perspective and

shift focus away from

userfriendly coherent

journeys

2

Borders between public and

private solutions are

vanishing. Need for better

use of market to drive next

generations of eGov.

3


Trust is everything….

1 Information and cyber security is

very high on the agenda

Increased public skepticism around

distribution and use of sensitive data

across public authorities

2

Cases of mishandling of data creates

political push back on further

digitalization ambitions

3


Documents

eGov in Denmarkbrasilmaissimples2019.com.br/.../uploads/2019/06/Ronnie-Eriksson-ppt.pdf · • eGov strategy 2011-2015 • Execution of roadmap for digital transformation • Digitization