Federal Departement of Finance FDF Federal Strategy Unit for IT FSUIT Networked Public Administration Organisational Concept for a Federal eGovernment

Federal Departement of Finance FDF Federal Strategy Unit for IT FSUIT

Networked Public Administration

Organisational Concept for a Federal eGovernment Switzerland

eCH-White Paper by K. Lenk, T. Schuppan and M. Schaffroth

25 November 2010 / M. Schaffroth (FSUIT)

The presentation can be used freely with sources quoted (authors -eCH/FSUIT)

2

Département fédéral des finances DFF

Unité de stratégie informatique de la Confédération USIC

(Fig. 1) Four-stage model of the administrative procedure

customer

developement of intentions

launch ofprocedure cooperation

order(decision)

post-processing

authority

S t a g e s o f t h e a d m i n i s t r a t i v e p r o c e d u r e

formalinspection

materialinspection

participation

informationsacquisition

acceptance of the service

access to services Acquisition of public services

1. preparation 3. processing 4. post-processing

preparation and provisionOf information

opening

conclusion/ appeal

2. launching

Networked Public Administration 2010

Federal Department of Finance FDF

Federal Strategy Unit for IT FSUIT

3



(Fig. 2) Legally formalised process elements of the administrative procedure

Authority contact,

Portal

Formservice

Identification service

Business administration(Business controls, process

management, records management)

Communicationservices

Payment service

Office functions(create, edit, file, send

documents, etc.)

(etc.)

Administrative procedure

= components usable on interorganisational basis

= components usable on process-wide basis

Antrag-stellung

formellePrüfung

materiellePrüfung

Eröffnung(Zustellung)

Verfügung(Entscheid)

Entgegen-nahme

Mitwirkung Bezahlung

B e h ö r d e

V e r w a l t u n g s k u n d e

receipt

Order(decision)

ReceiptPayment

Opening

Cooperation

ExaminationFormalexamination

Application




C u s t o m e r

Authority

4



(Fig. 3) Interaction burdens occur with silo-type production and distribution structures. The control and coordination of the procedure are often left to the customer




C u s t o m e r

IslandGovernment

(Inspection of different Requirements)

Decision !

A d m i n i s t r a t i o n

B u i l d i n g A p p l i c a t i o n S e r v i c e

Building authority

Building authority

Office of Environment

Land register

Preservation of historic buildings

Avoidable Activities = Burden of Interactions

Administrative Burdens

Service ! Service !Service !

1 2 3 4 5

5



(Fig. 4) Distribution structures tied to agency responsibility: "Responsibility before service and before customer requirement"




Service offer A

Office A Office B

Service offer B

Office C

Service offer C

? ? ?

?

Fr a g m e n t e d s e r v i c e o f f e r

Jungle of responsibility

Which authority is responsible?What service do I require? etc.

Acquire information / Develop intention

6



(Fig.5) Organisation-related perspective of services and processes

Service ID-8852

Service ID-2345


Land register

«local» process

«local» process




7



(Fig.6) From a control perspective, the "public" process describes the interplay between the "local" actors in the case of the intergovernmental creation of services





Land Register

Building Authority

local level ofcompletion

Building Authority

Land register


S e r v i c eR e q u e s tControl perspective

(“local processes”)Creation of the services

Decision!

Service Service

(“public process”)

Coordinated provision of services

8



(Fig. 7) Interweaving of services, processes and authorities using the example of a building application

Service ID-0609Office of Environment

Service ID 8852 Preservation of historic buildings

Service ID 2309 Building Authority

Customer

Service ID-2345Land register

local process

leading process(local, sovereign)

leading service

leading authority

participating authority

participating process(local, sovereign)

administrative procedure

participating service

Service Architecture«ID 2309 – Building Permit»

Local process

Local process

local process




Request

9



(Fig. 8) BPM documentation elements (pursuant to eCH-0073) for the description of "public" and "local" processes

Sub-processes

Processes

Services

Services Inventory

Attributes

Service

Contrôler lesdroits d'accès

Déclaration de

confidentialité requise

-

Demander-la déclaration

de confidentialité

Accorder les droits

Clie

nt

Cai

sse

des

ret

raite

s

Déposer une demande

Ouvrir laprocédure

Actualiserle dossier

Accorder la demande

Contrôlerla demande

++

++

Age

nce

d’as

sura

nce

soc

iale

-

Décision divulguée

Process

Sub-process

BPMN

Allocation chômage

Services Inventory

de construire….

Délivrance de permisConstruc-tion

Autorisation de travail…

Autorisation relative au temps de travail

Travail

Order System

… …. Service- and Process-Documentation

E-Government CH

Service & processdescriptions

Leistung ID-0609Kt. Denkmalpflege

Leistung ID-8852Kt. Umweltamt

Leistung ID-2308Bauabteilung der Gemeinde

Leistung ID-2345Kt. Grundbuchamt

Leistung ID-nnnnAmt XY

Leistung ID-nnnnAmt YZ

Service architecture

Inventory




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(Fig. 9) Redesign and simplification of a local business process through the modularisation of the processing sequence

„b l a c k b o x“

Leistung A

Leistung A

Marktleistung (Produkt)

Prozess (neu)

Prozess(alt)

ausgelagerteProzesssequenz

21 3

54

6

21 3

3

54

Bauamt

Bauamt

Dienstleister

„Shared Service Center“

= Aktivität

outsourceprocess

sequence

process(old)

Buildingauthority

« b l a c k b o x »

Service A

process(new)

activity

Service Provider

Buildingauthority

market product / service

service A




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(Fig. 10) Interorganisational use of services ("shared services")

„b l a c k b o x“

Leistung „A“

Leistung „B“

Marktleistung (Produkt)

Leistung „C“

Prozess „B“

Prozess „A“

Prozess „C“

Amt „A“

Amt „B“

Amt „C“

Service Center

« b l a c k b o x »

market product / service

authority. A

authority. B

authority. C

service A

service C

service B

process A

service C

process B




service provider

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(Fig. 11) "Easy Government" – Design of the distribution interface in conformity with the customer-friendly principle of "Customer requirement before service and before responsibility"




Distribution channels

Services

Customer

Life circumstance

Easy to locate

Easy to contactPoints of contact

Tailored to situation, easy to use

Business situationRequirement

Distribution network

Prepared according to issue, sectors and target groups

Multi-channel

Easy, reliable and safe to carry out

Procedures

Receipt of service

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(Fig. 12) Removal of interaction burdens by changing controlling structures




( Service B ) ( Service C ) ( Service D )

Customer

S e r v i c eR e q u e s t

X X X

Land register Office of Environment

Building Authority

Preservation of historic buildings

X Activities that can be removed on the part of the customer (interactions)

1 2Interactions are omitted

Intergovernmental cooperation

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(Fig. 13) Uniform notation approaches in music and the business world make interplay with several different voices easier




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(Fig. 14) Service architecture with the example of a building permit procedure


Service ID 8852 Office of Environment

Service ID 2308 Building authority

Service ID 2345 Land register

Inspection of different requirements

Decision!Service Architecture«ID 2308 – Building Permit»




16



(Fig. 15) Nesting of service architectures

Service ID-nnnnAuthority XY

Service ID-nnnnAuthoritiyYZ

Service Architecture «ID 8852 - Environmental

Compatibility Assessment »





Service ID 8852 Office of Environment

Service ID 2308 Building authority

Service ID 2345 Land register

Decision!Service Architecture«ID 2308 – Building Permit»

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(Fig. 16) Interweaving of service architectures with the provision of service packages

Service ID-2099Registration OfficeService ID-0390

Registry OfficeService ID-0600

one administrative procedure only

Customer

Service Package

Service ID-1610Passport Departement

Tax AuthorityService ID-0476

Life circumstance «Marriage»requires different services

Service ID-nnnnAuthority A

Service ID-nnnnAuthority C

Service ID-1002Road Traffic

Licensing Department

Service ID-2750Road Traffic

Licensing Department

Driving LicenceVehicles Licence

Message

Message

officiateIssue of Passport




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(Fig. 17) BPM documentation framework for eGovernment Switzerland




STRATEGY

AIDS

REPOSITORIES(APPLICATIONS)

E-Government Strategy SwitzerlandFramework agreement for eGovernment cooperation

CONCEPT

DistributionProduction

eCH-BPMCommunity

platform

eCH-0070

Criteria for inclusion of services in the

Services Inventory E-Gov CH

eCH-00XX

Guidelines for creation of regulatory structures

E-Gov CH

eCH-0073

Guidelines for Description of

publicservices & processes

E-Gov CH

eCH-0088

Guidelines for description ofauthority visits

E-Gov CH

eCH-0049Guidelines for creation of

access structuresE-Gov CH

eCH-0096

BPM Starter Kit:

BPM guide& BPM tool

eCH-0074

Documentingbusiness processes

with BPMN

eCH-0070/B1 Services inventory E-Gov CH

eCH-00XX/B1 RegulatorystructuresE-Gov CH

eCH-0073/B1Descriptions

of publicservices

& processes E-Gov CH

eCH-0088/B1Descriptionsof authority

visits E-Gov CH

eCH-0049/B1Access

structuresE-Gov CH

eCH-0073/B2Descriptions

of local processes

local process templates

Reference E-Gov CH

Access structures

BPM Repositoriesof administrative units

Po

litic

sO

rgan

i-sa

tio

nR

equ

irem

ents

standards

aids

standards

Guidelines and results of prioritised project B1.03 on Intergovernmental cooperation and networking(TARGET state B1.03)

DOCUMENTATIONGUIDELINES

DOCUMENTATIONRESULTS

White Paper Networked Public Administration – Organisational Concept for a Federal eGovernment Switzerland

Combined distribution cooperation Networked distribution structures

CH-wide harmonised database for services and processes

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(Fig. 18) Portfolio structure for prioritised projects: allows strategy-based controlling of the eGovernment implementation




Ku

nd

e

Antrag stellen

Verfahreneröffnen

Antrag bewilligen

Antragprüfen

++

Am

t f

ür

So

zia

l -v

ers

iche

run

gen

Ents c heid eröffnet

Ku

nd

eP

en

sio

nsk

ass

e

Antrag stellen

Verfahreneröffnen

Dossieraktualisieren

Antrag bewilligen

Antragprüfen

++

++

Am

t f

ür

So

zia

l -v

ers

iche

run

gen



++

++

Ku

nd

eP

en

sio

nsk

ass

e

Antrag stellen

Verfahreneröffnen


Antrag bewilligen

Antragprüfen

++

++

Am

t fü

r S

oz

ial-

ve

rsic

heru

nge

n


0% 50% 100%

0% 50% 100%

0% 50% 100%

A1.18 Change announcements of civil status

A1.06 Application for construction permit

A1.xx (other Services)

Priority Services (A)

•Modularisation of Processes•Operationalisation of Processes

Access &Application

0% 50% 100%

Identification &Formal examination

0% 50% 100%

PaymentCooperation

2008 2009 2010 2011

Examination

4 April 2010

Receipt

0% 50% 100% 0% 50% 100%

0% 50% 100%

0% 50% 100%

0% 50% 100%

Order & Opening

Formalised process elements of the administrative procedure

0% 50% 100%

B2.06 IAM0% 50% 100%

B1.11 exchange standard

B2.05 electronic dataexchange

0% 50% 100%

B1.03 Uniform inven-tory of public services

0% 50% 100%

50%

B1.02 Legal foundations

0% 100%

100%

B2.04 Service forelectronic forms

0% 50%

B2.01 Access to public services

0% 50% 100%

0% 50% 100%

0% 50% 100%

B2.08 Electronic invoicing

0% 50% 100%

100%

B2.11 Netzwerk-. Infrastruktur

0% 50%

0% 50% 100%

others….B1.05 Uniformbusiness identifier

B2.02 Directory service of the Swiss authorities

= completion level of the objectives of the Swiss E-Government Strategy

Documents

Federal Departement of Finance FDF Federal Strategy Unit for IT FSUIT Networked Public Administration Organisational Concept for a Federal eGovernment