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Intensive Programme 13.02. – 25.02.2011
one – stop – government
-- on the way to a government 2.0
one – stop – government
Intensive Programme 13.02. – 25.02.2011
„One stop shop“
27/07/2011 2
„Have it all done in one place. Save your time. Save your money.“
The Lincoln Star, Nebraska, 1930
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
27/07/2011 3
Fraunhofer eGovernment 2009
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
services of public administration and associated problems
- public services are provided and carried out by authorities
- these contact points have a separated structure
regarding matter and location
administration levels
27/07/2011 4
administration levels
governmental units
- that produces a fragmentation
- it costs lots of effort, energy and money to overcome this difficulty
- the coordination has to be made up by the citizen himself
- he has to find the matching contact person
- quick and easily accessible service is rare
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
27/07/2011 5
Fraunhofer eGovernment 2009
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
The idea of one - stop
Provision of services with the intention of
- reducing the contacts to a mininimum
- in best case: one single contact
There are contact persons or a contact team
27/07/2011 6
There are contact persons or a contact team
The type of access doesn‘t matter, all kinds are regarded as possible
- contact in person
- via telephone
- via internet
- written or faxed
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
27/07/2011 7
Fraunhofer eGovernment 2009
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
one - stop - government
Meant are all concepts which bundle the services of administration
27/07/2011 8
Meant are all concepts which bundle the services of administration
at one place
in one process
no matter where the service is produced in fact
no matter how many agencies are involved
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
online platform
www.service-bw.de
27/07/2011 9
citizen service
www.ludwigsburg.de
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
eGovernment in a narrower sense – online platforms
Often understood as a virtual town hall with eServices
Possible actions
27/07/2011 10
- Information
- Communication
- Transaction
public administration starts to provide the opportunity to
complete a concern from the petition until the terminal sending
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
eGovernment is more than that
- Opportunity to have huge virtual operational sequences
- with seperated Front- and Back - Office systems
27/07/2011 11
- Optimizing present structures
- Simultaneously restructuring of processes in
administration
Leads to a new efficiency and effectiveness
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
27/07/2011 12
Fraunhofer eGovernment 2009
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Future prospect – governmental Amazon
- all services are bundled at one place
27/07/2011 13
- all services are bundled at one place
- Broadend conception of the ‘point of single contact‘
- global restructuring of the administrative systems
- new business segment with growth opportunities
- The EU SD as a decisive measure for the development
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
Intensive Programme 13.02. – 25.02.2011
One-stop within the European
Service DirectiveService Directive
one – stop – government
Intensive Programme 13.02. – 25.02.2011
T|Åá Éy à{x XâÜÉÑxtÇ hÇ|ÉÇ
•Promote cross-border trade
•Economical integration•Easy accessto information
•One-stop
27.07.2011 15
•Economical integration
•Promotion of small andmedium sized businesses
•Removal of legal andadministrative restrictions
•Modernisation of Information sources
•Standardised templates
to information
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
•This is Lorenzo
•He is a barber
27.07.2011 16
•He works in Rome
• He wants to open a shop inGermany in Stuttgart
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
cÉ|Çàá Éy á|ÇzÄx vÉÇàtvà
•Every member state has toestablish points of single contact
27.07.2011 17
•EU – webgate
•information provided also
in other languages
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
•enable service provider to executeall formalities from afar
27.07.2011 18
•point of single contact is allowedto charge appropriate fees
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
Intensive Programme 13.02. – 25.02.2011
in Germany
one – stop – government
Intensive Programme 13.02. – 25.02.2011
•Articel 91c constitution
•Law for implementing the EUSD•Law for implementing the EUSD
•IT-Net-Law
Federal states adopted their laws
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
Intensive Programme 13.02. – 25.02.2011
National examples for the one-stop government
Presentation from Bálint Csepregi Horváth
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Overview of the presentation
•Introduction
•Presentation of the examples from paper-based aspect
•Presentation of the examples from the eGovernment aspect
•Summary
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Introduction
•One stop government can be interpreted from two different aspects
�The first aspect describes how to conduct business in the paper-based �The first aspect describes how to conduct business in the paper-based
public administration. This concept is based on the „one stop shop”,
so it means that the citizen can do everything at one window.
�The second aspect interprets this notion in the view of the eGovernment.
This is one solution of the realization of the eGovernment.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from paper-based aspect
•From this point of view, we can divide the services into
three different levels: three different levels:
�Citizens Advice Bureau
�citizen center
�citizen office
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from paper-based aspect
The first citizen center in Germany was built in 80s in the city of Unna.
The civil servants were high skilled generalists, who used a sophisticated
database during their work. The problem was that they simply could
not keep the database updated, therefore the project was a failure.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
•There are three „levels” in the eGovernment:
�Roadmaps�Roadmaps
�services with limited options
�full service
•It is very hard to classify the programmes, because there are a
lot of „mixed” types.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
The Bayerischer Behördenwegweiser is a roadmap, which has been created in order
to help the citizens to find the authorities in Bavaria. It provides information about
1300 services in the state.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
The Service-BW is a second level one-stop government website of the state
Baden-Württemberg. It has similar functions like the already mentioned
Bayerischer Behördenwegweiser, but it also provides second level services.
It contains information about 800 Services.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
D115 is a project in Germany. The citizen can call the service center, and the
service desk agent can help him via his database. The system is not mandatory service desk agent can help him via his database. The system is not mandatory
for cities and villages, they are free to join. The small villages have the right to
concentrate their services, if they do not have the financial resources and
personal.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
The Kreis Segeberg website offers first and second level services for the citizens
in the Kreis Segeberg. As a first level service, the citizen can select its own
city/village and then he will be forwarded to the homepage of the community. From
the second level services I would like to mention „digitale Bauakte” and the
„Wunschkennzeichennummer”.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
The Landkreis Osnabrück project is similar to the already mentioned Kreis
Segeberg website, but it contains more advanced services. Besides the Segeberg website, but it contains more advanced services. Besides the
„Wunschkennzeichennummer” and the „digitale Bauakte”, there are a lot of
other services: the „Schulausfall”, the „Fundsachen online suchen” and the
„Mängel mitteilen” service.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
The SAGA project was designed to provide better interoperability between the
communes in Germany. The first version has been created in 2003, the communes in Germany. The first version has been created in 2003, the
newest version - Saga 4.0- was developed in 2008.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
Another example in this category is the [email protected]. This
programme is the successor of the former Media@comm project. This project
was being launched in three cities of Germany (Bremen, Esslingen and
Nurnberg) and the goal of the [email protected] is to extend the
results of the programme to other cities and to extend the use of the electronic
signature.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples from the eGovernment aspect
The XÖV (XML-basierende Standards für die öffentliche Verwaltung) is a
project to harmonise the XML-based programs in the public administration.
This protocol consists of more substandards: XöV-UML-Profil, XGenerator,
Xrepository.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Presentation of the examples fromthe eGovernment aspect
The Domea project was developed to harmonise electronic archivation in the
public administration and to replace the paper-based documentation to the
electronic databases. The programme started in 1996, and it will be
replaced in 2011.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
one – stop – government
Intensive Programme 13.02. – 25.02.2011
Summary
There are two aspects of one stop government: From the first aspect, the
one-stop Government is a way how to conduct business in the paper-based
administration. It has three levels: Citizens Advice Bureau,citizen center, citizen
office. The second aspect could be also divided into three levels: Roadmaps,
services with limited options, full service.
Grant Agreement Reference Number:DE-2010-ERA/MOBIP-
ZuV-1-235835-1-41
Intensive Programme 13.02. – 25.02.2011
District Office of LudwigsburgDistrict Office of Ludwigsburg
Intensive Programme 13.02. – 25.02.2011
Four Facts about the ‘points of single contact’ (PSCs):
• each EU member state: contact points
• eGovernment portals via internet
• clear and exhaustive information on administrative procedures
• complete required procedures online
Intensive Programme 13.02. – 25.02.2011
72 enquiries in 2010
Intensive Programme 13.02. – 25.02.2011
Baden-Württemberg:
• 32 PSC‘s of chambers
• 44 PSC‘s of administrative district
Intensive Programme 13.02. – 25.02.2011
Intensive Programme 13.02. – 25.02.2011
My service-bw has several funcitons:
• independent component of personalisation
• select your town
• save personal data securely and keyed
• save personal documents in a virtual document safe
Intensive Programme 13.02. – 25.02.2011
Overview of the issues of implementation in local governments
-Official letters with electronic signature
-Communication with regional government authority-Communication with regional government authority
-Responsibility and motivation of employees
-Missing numbers of cases
-Communities as responsible bodies
-Wrong interpretation of EUSD
Intensive Programme 13.02. – 25.02.2011
Intensive Programme 13.02. – 25.02.2011
Intensive Programme 13.02. – 25.02.2011
Intensive Programme 13.02. – 25.02.2011
1. Allocation
2. Information2. Information
3. Transmission
Intensive Programme 13.02. – 25.02.2011
Best-Practice Elster (electronic tax declaration)
Intensive Programme 13.02. – 25.02.2011
Intensive Programme 13.02. – 25.02.2011
Thank you for your attention!