re-engineering of public services citizens on-line, rather than in- line ragnar thorgeirsson...
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Re-engineering of public services
Citizens on-line, rather than in-line
Ragnar Thorgeirsson
Agenda About the GoPro solutions
ODA – Open Digital Administration Næstved, Denmark Skurup, Sweden
Estonia Re-engineering of administration and public
services
Definition of eGovernmentDefinition of eGovernment Using Internet technology Using Internet technology
to streamline government to streamline government by providing efficient and by providing efficient and effective internal processes, effective internal processes, services and information to services and information to citizens and businessescitizens and businesses
Driving factors for reshaping government information environment
• LEGISLATION and environmental factors• More public demand for information, and faster• Elected members demand for more information • Public participation in policy –making
The Goal to:• Increase EFFICIENCY• Give necessary OVERVIEW • Increase awareness of RESPONSIBILITY• Define guiding rules for WORKFLOW• Ease the management of PHYSICAL DOCUMENTS • THE BOTTOM LINE IS TO GIVE BETTER SERVICE TO THE PEOPLE AND ENSURE THE BASIC TERMS OF THE BUREAUCRACY
Primary Drivers of eGovernment Implementation
8%
12%
8%
6%
40%
11%
7%8%
Legislative requirement
TechnologyAdvancement
Efficinecy
Cost Effectiveness
Service to Citizens
Constituent Demand
Other
Do Not Know
The ChallengesThe Challenges
• Cultural changeCultural change• Vision and LeadershipVision and Leadership• City's organizational structureCity's organizational structure• The distributed service centersThe distributed service centers• Framework budget proceduresFramework budget procedures• IT Strategy / ITDIT Strategy / ITD• Digital DivideDigital Divide• IT investment´sIT investment´s
"Think Big, Start Small, Scale Fast""Think Big, Start Small, Scale Fast"
Restructuring the Document and Case Control Infrastructure
REENGINEERING REYKJAVIK CITY
• Basically SOLUTION, based on KNOWLEDGE MANAGEMENT,
– not a technical issue
• Ease of use and EDUCATION is key factor
• One unbroken chain from start to end, through number of meeting
and committees, TRACEBLE
• The document management re-engineering process at Reykjavik City
was the real step into the new millennium
Success factors identified
• Clear Goals, Communicate to Everyone
• Moral and Administrative Support - Top - Down
• Steering Committee – Firm Decision Making and Guidance
• Effective Consulting Groundwork – pre-analysis and user scenarios
• Easy and Controlled Customization
• Education and Empowerment
What is GoPro e-community? An extension to GoPro Case – Case management – 24
hours access for citizens. Easy integration Secure communication
GoPro e-community is the way to modify the administration and intensify the service level towards the citizens.
GoPro e-community enables citizens to fill in and submit forms electronically over the Web, using electronic signatures for verification.
The electronic forms are received by the Public offices or Institutions, it runs through the case- and document management system at the office´s site.
Value added eGovernment online interaction with citizens and businesses
What is GoPro e-community? Citizens access 24 hours
Citizens create cases, which flows directly into the case- and document management system
Work rules for processes, laws and regulations incl. Case Management/Document Management
Citizen always know the status of the case Standardisation and simplification, yet flexible
Certified users (electronic signature) Citizens personal postbox
Open all hours Same service for all, the work rules are known Auditable and measurable services
Secure and Certified communications The front-end of the Case management
GoPro for government – Simple & unique
e-comunity
Secure personalised on-line access
A Service Portal
24-hours
Flexible Internal infrastructure
Case- and document management
GoPro for government – Simple & unique
e-community
Case
Processing
Registration
Archivee-application
Result/concl.
How do we get the citizens on-line for using the
system?• offer them incentives
– deduction from local taxes– more flexible deadlines– public/private partnerships
• Make environments for the citiznens– At the libraries– Create “New parthways”
• Open community data centers in Næstved
A survey on Digital Administration
010203040
5060708090
M F 19-25 26-35 36-45 46-60 0v. 60
%
% Wants to use the internet for communicating with local government.
Estonia A huge pilot project, 16 local and central
Governments participating 3 implementations in the first phase Create an information portal enabling
electronic filling in of papers equal life quality of inhabitants in rural
areas with that of urban regions support local initiatives and services
Re-engineering of the public sector
Estonia
• Ministry of of Social Affairs– Existing case management system was
non- functional.
• Emergency situation – they contacted IBM
• IBM proposed GoPro Case to them• GoPro Case was translated into
Estonian• GoPro Case customized according to
the customer’s needs
Estonia• By studying GoPro, Estonian
Government started to define standards for:– What data should be registered– Enabling of document exchange between
different institutions– How to get acceptance for electronic
documents– Digital Signature– Fulfilling Citizens demand on online access
and 24 hours services
Estonia• Year 2001 a study trip to Iceland
– a big group of high Estonian government employees and politicians went to Iceland
• A very successful visit– They studied the successful e-government
development in Iceland– Ministry of Communications and Transport,
The City of Tartu and Estonian State Chancellery all bought GoPro.
Estonia• GoPro Case for the internal infrastructure • GoPro e-community portal where the
citizens get 24-hours online access to different Governmental services.
• Instantly moving from paper to paperless administration, harvesting all the qualities it brings.
Estonia
“At the moment the market situation in Estonia looks positive for GoPro products. There is a big number of customers in Nordic countries, there seems to be no danger that the development will stop, they are available in local language and they are able to support the standards and needs for contemporary document management.”
Ms. Evely Heldring Business Innovation Services Manager
IBM Estonia
ODAOpen Digital Administration
ODA - Open Digital Administration – is a preparatory action under the European programme, eContent.
ODA Project was created to demonstrate how to solve the challenge of transaction based 24 hours self-service as a Personalised Internet Solution.
ODA – The background The past decade, the cities of Naestved (Denmark) and Skurup
(Sweden) have been actively involved with the development of ICT-infrastructure in their city region and development of e-Government, using technology and education.
All initiatives have focussed on the needs of their customers: flexible 24-hour services for citizens Companies in the city regions.
In 2001, the two cities together with IBM Denmark, GoPro and several other providers as a consortium, got funding from the European Commission with the purpose of stimulating the use of e-Content in European Networks.
ODA – The Challenge
Reuse of public information and personal data from classic systems (digital signature)
Demonstrate a citizens portal for self-service, access and case handling (digital signature)
Demonstrate a European Dimension to support mobility of EC-citizens - knowledge of rules, legislation etc. included
ODA – The goals
Citizens and companies need full, secure access and transparency using the Internet to take care of themselves and the persons related to them
All services and knowledge must be digital for future demands
Use of open technical standards and open standard platforms combined with the digital signature to offer citizens and companies secure communication with everyone, everywhere, anytime
The implementation of self-service should be a tool to facilitate the local government administration as a local means for the development of human beings in learning organisations in the region
The results of ODA should be transferable to other cities on European and global levels (the platform and tools as a commercial product)
ODA – The Solution ODA Solution:
GoPro e-community – the portal GoPro Case – case management system IBM CBT secure solution (crypto based transactions) IBM “e-business on demand” (hosting concept) Certificate authority (CA) – PBS/VeriSign/other CA´s Forms, Netforms/GoPro forms/other forms
ODA - open digital administration
Sickness benefits - earlier ..
Employer Employee -signature
Administration
50% goes back/or must be corrected
Application
All data
ODA - open digital administrationODA - open digital administration
Sickness benefits - in ODA ..
Employer Employee -signature
Administration
50% goes back/or must be corrected
Application
All data
No corrections -
Only few data added
ODA Open Digital Administration
Proven savings and benefits Næstved municipality in Denmark is saving 80% of the
work administrating paper work of Sickness benefits applications.
Before ODA 50% of all received forms needed to be corrected. Now almost no corrections have to be done – Due to integrations to databases only little information must be filled in.
A cost effective electronic workflow
The governments have learned ?
CHANGES... – New thinking in Citizen’s service Satisfied Citizens Citizens need time to adopt to the new thinking New Way to Communicate securely with Citizens
Higher demands for speed and delivery time Strong demand on Case Handling transparency
Leaders and employees awake for new opportunities and weaknesses.
The citizens have learned? GoPro e-community is easy to use and access Technical requirements are “none” Trust of the concept and service
The citizens using e-community will: Always have an updated overview of their documents
sent to the service provider and the status of the cases Have access to full decision support as it is integrated in
the dynamic forms Have the possibility to send official documentation
electronically and re-use personal information from national databases (using digital signature)