Service orientedE-governmentin the Belgian social sector

Frank RobbenGeneral manager SmalS-MvMGeneral manager Crossroads Bank for Social SecurityE-mail: Frank.Robben@ksz.fgov.be

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

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Government is not monolithic

several levels– EU

– federal level

– regions

– communities

– provinces

– municipalities

– parapublic institutions

– private institutions participating in the delivery of public services

– …

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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

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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

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E-government: definition and requirements

Common principles of good information management

E-government in the social sector

Towards a network of service integrators

Agenda

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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

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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

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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

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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

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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

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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

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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

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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

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E-government: definition and requirements

Common principles of good information management

E-government in the social sector

Towards a network of service integrators

Agenda

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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

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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

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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

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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

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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

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INAMI

Control

CBSS

ONSS

Employer

Employees

Sickness funds

Contribution certificate health care sectorPresent situation

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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

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sickness fundsnetwork

Fiscal advantages local administrationsPresent situation

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CBSS

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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

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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

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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

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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

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Declaration of social risks

past situation: multiple collection of information by using various, complex, not co-ordinated paper forms

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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

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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

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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

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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

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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

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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

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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