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Service orientedE-governmentin the Belgian social sector
Frank RobbenGeneral manager SmalS-MvMGeneral manager Crossroads Bank for Social SecurityE-mail: [email protected]
2© Frank Robben
E-government: definition and requirements
Common principles of good information management
E-government in the social sector
Towards a network of service integrators
Agenda
3© Frank Robben
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 mediaexternal relationships– government <-> citizen
– government <-> business
internal relationships– government <-> government
– government <-> employees
all relationships– are bidirectional
– can be within a country or border-crossing
4© Frank Robben
Government is not monolithic
several levels– EU
– federal level
– regions
– communities
– provinces
– municipalities
– parapublic institutions
– private institutions participating in the delivery of public services
– …
5© Frank Robben
E-government requires …
considering information as a strategic resource for all government activityrespect of common basic principles of good information managementchange of basic mindset: from government centric to customer centricre-engineering of processes within each government body, each government level and across government levelsclear definition of mission and core tasks of each government bodyco-operation between government bodies: one virtual electronic government, with respect for mission and core tasks of each government body and government level
6© Frank Robben
E-government requires …
co-operation between the government and the private sectoran adequate legal environment elaborated at the correct levelan 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
7© Frank Robben
E-government: definition and requirements
Common principles of good information management
E-government in the social sector
Towards a network of service integrators
Agenda
8© Frank Robben
Common principles
information modelling– information is being modelled in such a way that the model fits
in as close as possible with the real world
– 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 (1/2)– 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
9© Frank Robben
Common principles
unique collection and re-use of information (2/2)– information is collected according to the information
model and on the base of uniform administrative instructions
– 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
– with the possibility of quality control by the supplier before the transmission of the information
10© Frank Robben
Common principles
management of information (1/2)– information in all forms (paper, electronic, image, voice, …)
is managed efficiently through its life cycle
– a 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
11© Frank Robben
Common principles
management of information (2/2)– 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 is only being 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
12© Frank Robben
Common principles
electronic exchange of information (1/2)– 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 (service integrator)
– 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
13© Frank Robben
Common principles
electronic exchange of information (2/2)– available information is used for
the automatic granting of benefits
prefilling when collecting information
information delivery to the concerned persons
14© Frank Robben
Common principles
protection of information (1/2)– security, integrity and confidentiality of government information is
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, designated by Parliament, after having checked whether the access conditions are met
– the access authorizations are public
15© Frank Robben
Common principles
protection of information (2/2)– 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
16© Frank Robben
E-government: definition and requirements
Common principles of good information management
E-government in the social sector
Towards a network of service integrators
Agenda
17© Frank Robben
E-government in the social sector
extranet between 2,000 Belgian public and private actors in the social sector with a secure connection to the internet, the federal MAN and the Belgian interbanking networkunique identification key for every citizen, electronically readable from an electronic social security card and an electronic identity card, and for every companyelectronic services for mutual information exchange among all actors in the social sectorelectronic services for companies and socially insured persons– either based on the electronic exchange of structured messages
– or via an integrated portal site
18© Frank Robben
E-government in the social sector
an integrated portal site containing– information about the entire social security system
– harmonized instructions relating to all electronic transactions
– a personal page for each company
an integrated multi-modal contact centre supported by a customer relations management tool
The network
R
FW
R
CustomersCustomers
FW
FW
FW
RR
RInternetInternet
RFEDMANFEDMAN
RIsabelIsabel
Other extranetsOther extranets
FW
R
R
BackboneBackbone
R
FW
R
CBSS
19© Frank Robben
20© Frank Robben
Services between actors social sector
information servers– directory of persons at the Crossroads Bank for Social Security
(CBSS)
– basis identification data of physical persons at the National Register and the CBSS
– employers directory, work force register and salary and working time database at the National Office for Social Security (NOSS)
– social identity card and professional card registers
services offered– interactive consultation
– batch consultation
– automatic communication of updates
21© Frank Robben
Services between actors social sector
preprocessed information (1/2)– entitlements to benefits in case of unemployment or career break
– entitlements to benefits in case of incapacity for work due to sickness, industrial accident of occupational disease
– entitlements to reimbursement of health care (a.o. maximum bill)
– entitlements to old age pensions
– entitlements to family allowances
– entitlements to holiday pay
– entitlements to allowances for disabled people
– entitlements to social assistance and guaranteed income
– registration as a person in search of employment
22© Frank Robben
Services between actors social sector
preprocessed information (2/2)– entitlements to supplementary benefits granted by regions,
communities, provinces, municipalities or private institutions with a mission of general interest (e.g. tax reductions of exemptions, free public transport passes, …)
– social security statute of migrant workers
– social inspection
– …
services offered– interactive consultation
– batch consultation
– automatic communication of information
NOSS INAMI
Employer
Employees
Sickness funds
Control
Contribution certificate health care sector Past situation
23© Frank Robben
INAMI
Control
CBSS
ONSS
Employer
Employees
Sickness funds
Contribution certificate health care sectorPresent situation
24© Frank Robben
25© Frank Robben
Fiscal advantages local administrations
a number of people are entitled to an increased refund of the cost of health caremoreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes
Sickness fund
Fiscal advantages local administrationsPast situation
26© Frank Robben
sickness fundsnetwork
Fiscal advantages local administrationsPresent situation
27© Frank Robben
CBSS
28© Frank Robben
Services for companies
main idea: multifunctional declarationobjectives– guaranteeing a unique declaration by socially insured
persons and their employers of all information needed for
the calculation and collection of all income related social security contributions, including reductions of contributions
the calculation of all income and working time related social security benefits
– maximal mutual electronic information exchange between the actors in the social sector
29© Frank Robben
Services for companies
4 types of electronic declarations– immediate declaration of the start and the end of an employment
relationship (DIMONA)
– quarterly declaration of salary and working time data
– declaration when a social risk (accident, disease, unemployment, retirement, parenthood, …) occurs
– other declarations, such as a temporary posting of an employee abroad
possibility of interactive electronic consultation of declared and other relevant information (e.g. the fact that an employer has met its obligations towards the social sector)possibility of interactive electronic correction of declared information
Work forceregister
Data-base
Specialwork force
register
Individualdocument
Studentscontract
Inspection
Employmentcontract
SimplificationSimplification
OnOn linelineconsultaticonsultationon
NOSS
Work forceregister
Start/end of an employment relationship
30© Frank Robben
31© Frank Robben
Start/end of an employment relationship
can only be done electronically (no paper !) via– social security portal
– exchange of XML messages
– vocal server
– SMS
24/7offers the employer a key to on-line consultation and correction
– of the work force register
– by using an electronic certificate, of the database concerning salary and working time information and other derived databases
– concerning his employees and the period of employment
Quarterly declaration salary & working time
NOSS
ONP
ONVA
Employer
old age pension
holiday pay
ONEM
INAMI
ONAFTS
FAT
FMP
SimplificationSimplificationActiviteit 3
Activiteit 2Activiteit 1
one electronicdeclaration
CBSS
32© Frank Robben
33© Frank Robben
Quarterly declaration salary & working time
can only be done electronically (no paper !) via– social security portal
– exchange of XML messages
24/7re-use of validated identification data of the DIMONA declarationcan, by using an electronic certificate– be consulted and corrected on-line by the employer
– concerning his employees and the period of employment
34© Frank Robben
Declaration of social risks
past situation: multiple collection of information by using various, complex, not co-ordinated paper forms
35© Frank Robben
Declaration of social risks
present situation– limitation of the collected information to the information
not yet available at other government bodies (abolition or at least significant simplification of forms)
– unique collection of information
– in a standardized way across all social security institutions
– can be done on paper or electronically (24/7) via
social security portal
exchange of XML-messages
– uniform instructions
36© Frank Robben
Declaration of social risks
3 possible moments of declaration– start of the social risk
– recurrence or continuation of the social risk
– end of the social risk
structure of the declaration– identification data
– if necessary, salary and working time data not yet declared via a quarterly declaration (mini-declaration)
– specific data concerning the social risk
21 declaration scenarios
37© Frank Robben
Some figures
information exchange between all 2,000 actors in the social sector takes place through 181 types of electronic services defined after process optimizationnearly all direct or indirect (via citizens or companies) mutual paper information exchange between actors in the social sector has been abolishedin 2004 378.3 million electronic messages have been exchanged among actors in the social sector, which saved as many paper exchanges50 types of declaration forms to social security have been abolishedin the remaining declaration forms the number of headings has been reduced on average to a third of the previous number
38© Frank Robben
Some figures
3 types of declarations have to be done electronically and about 20 types of declarations can be done electronically or on paper; all other types are available electronically and are being tested the workforce register has been abolished in each companyin 2004 13.4 million electronic declarations have been made97% of the employers uses application to application exchange, only 3% of the employers uses portal transactions
39© Frank Robben
E-government: definition and requirements
Common principles of good information management
E-government in the social sector
Towards a network of service integrators
Agenda
Towards a network of service integrators
InternetInternet
Extranetregion or
community
Extranetregion or
community
FEDMANFEDMAN
Servicesrepository
FPS
FPS
FPS
SSI
SSI
Servicesrepository
Extranetsocial
security
SSI
R/CPS
R/CPS
Servicesrepository
Publilink, VERA, …
Publilink, VERA, …
City Province
Municipality
Servicesrepository
Serviceintegrator(FEDICT)
Serviceintegrator
(CBSS)
Serviceintegrator
40© Frank Robben
41© Frank Robben
Useful functions of service integrators
definition, implementation and management of an interoperability frameworksecure messaging of several types of information: structured data, documents, images, metadata, …co-ordination of business process re-engineeringstimulation of service oriented applications– modular
– composable
– re-usable
– loosely coupled
– technology neutral
– based on open standards
business logic and orchestration support
42© Frank Robben
Useful functions of service integrators
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 concerning 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
More information on
https://www.socialsecurity.be
http://smals-mvm.be
http://www.ksz.fgov.be
http://www.law.kuleuven.ac.be/icri/frobben