e-government in the social security sector frank robben general manager crossroads bank for social...
TRANSCRIPT
E-government in the social security sector
Frank RobbenGeneral manager Crossroads Bank for Social SecurityStrategic advisor Federal Public Service for ICTSint-Pieterssteenweg 375B-1040 BrusselsE-mail: [email protected]: http://www.law.kuleuven.ac.be/icri/frobben
Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
2 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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 media
external relationships- government <-> citizen
- government <-> business internal relationships
- government <-> government
- government <-> employees all relationships
- are bidirectional
- can be within a country or border-crossing
3 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Government
not monolithic- EU- in every country
• federal level• regions• communities• provinces• municipalities• parapublic institutions• private instutions participating in delivery of public services• …
integrated E-government is based upon common strategy, multilateral agreements and interoperability
E-government contains the opportunity to realize one virtual electronic government with full respect for every specific competence
4 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Advantages
efficiency gains- in terms of costs: same services at lower total costs, e.g.
• unique information collection using co-ordinated notions and administrative instructions
• less re-encoding of information by electronic information exchange
• less contacts
• functional task sharing concerning information management, information validation and application development (distributed information systems)
- in terms of quantity: more services at same total cost, e.g.• all services are available at any time, from anywhere and from any device
• integrated service delivery
- in terms of speed: same services at same total cost in less time• reduction of waiting and travel time
• direct interaction with competent government body
• real time feedback for the user
5 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Advantages
effectiveness gains- in terms of quality: same services at same total cost in same
time, but to a higher quality standard, e.g.• more integrated service delivery• more correct service delivery• personalized and participative service delivery• more transparant and comprehensive service delivery• more secure service delivery• possibility of quality control on service delivery process by customer
- in terms of type of services: new types of services, e.g.• push system: automatic granting of or information about services• active search of non-take-up using datawarehousing techniques• controlled management of own personal information• personalized simulation environments
6 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
E-government: a structural reform process
ICT is only a means by which a result may be obtained
E-government requires- considering information as a strategic resource for all
government activity- change of basic mindset: from government centric to
customer centric- re-engineering of processes within each government
institution, each government level and across government levels
- clear definition of mission and core tasks of every government body
7 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
E-government: a structural reform process
E-government requires- co-operation between government bodies: one virtual
electronic government, with respect for mission and core tasks of each government body and government level
- co-operation between government and private sector- adequate legal environment elaborated at the correct level- 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
8 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information as resource: implications
information modelling- information is being modelled in such a way that the model
fits in as close as possible with the real world• definition of information elements• definition of attributes of information elements• definition of relations between information elements
- 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
9 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information as resource: implications
unique collection and re-use of information- 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- information is collected via a supplier-chosen channel, but
preferably in an electronic way, using uniform basic services (single sign on, arrival receipt of a file, notification for each message, …)
- information is collected according to the information model and on the base of uniform administrative instructions
10 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information as resource: implications
unique collection and re-use of information- with the possibility of quality control by the supplier before the
transmission of the information- 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
11 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information as resource: implications
management of information- information in all forms (e.g. voice, print, electronic or image)
is managed efficiently through its life cycle- a functional 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
12 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information as resource: implications
management of information- 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 will be 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
13 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
electronic exchange of information- 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
- 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
Information as resource: implications
14 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information as resource: implications
electronic exchange of information- available information is used for the automatic granting of
benefits, for prefilling when collecting information and for information delivery to the concerned persons
15 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information as resource: implications
protection of information- security, integrity and confidentiality of government
information will be 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, after having checked whether the access conditions are met
- the access authorizations are public
16 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information as resource: implications
protection of information- 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
17 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Customer centric
unique declaration of every event during the life cycle/business episode of a customer and automatic granting of all related services, e.g.
18 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Customer centric
delivery of services that cannot be granted automatically to a customer- in an integrated way
• information• interaction• transaction
- re-using all available information• harmonized concepts• back-office integration• prefilled information
19 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Customer centric
delivery of services that cannot be granted automatically to a customer (ctd)- in a personalized way
• look & feel and interface• content
– only relevant information and transactions• personalized support
– contextual help– own language– adapted vocabulary– on-line simulations
- or at least based on the way of thinking of the customer group• life events (birth, marriage, etc.) or business episodes (starting a company,
recruiting personnel, etc.)• life styles (sport, culture, etc.)• life status (unemployed, retired, etc.) or business sectors• specific target groups
20 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Customer centric
declaration of events and service delivery via an access method chosen by the customer- application to application- various end-user devices
• PC, GSM, PDA, digital TV, kiosks, …
- file transfer- use of intermediaries
use of integrated customer relation management tools service delivery in principle free of charge
21 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Co-operation between government levels
in Belgium, a co-operation agreement has been signed between federal government, regions and communities- coordinated offer of e-services to citizens/companies- guarantee that a citizen/company can use the same tools
• terminal• software• electronic signature
- guarantee of a unique data collection from the citizen/company
- with respect for the partition of competences between government levels
22 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Co-operation agreement between government levels
co-ordinated, customer oriented service delivery agreements have to be made on common standards mutual tuning of portals, middleware, websites and
back offices use of common identification keys and electronic
signature mutual tuning of business processes when necessary gradual mutual task-sharing on data storage in
authentic form common policy on SLA’s and security
23 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Co-operation government and private sector
private companies as service providers (sharing of investments), e.g.- network and security management- co-sourcing in BPR and development/maintenance/housing
of ICT building blocks, e.g.• certification authorities• portals
private companies as partners- integrated work flow with their own information systems, e.g.
• e-procurement• tax declaration• social security declarations
24 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Changes of the legal environment
organization of integrated data management and electronic service delivery: legal base for Royal Decree exists- functional task sharing on information management- obligation to respect unique data collection from the
customer- obligation to exchange information in an electronic way- permission or obligation to use unique identification keys
harmonization of basic concepts
25 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Changes of legal environment
ICT-law- data protection- public access to information- electronic signature- probative value
no overregulation- only basic principles- technology-neutral, but not technology unaware
26 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Interoperability framework
goal: to guarantee the ability of government organizations and customers to share information and integrate information and business processes by use of- interoperable ICT- common security framework- common identification keys/sets for every entity- harmonized concepts and data modelling
27 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
ICT interoperability
examples on- www.govtalk.gov.uk and www.e-government.govt.nz (recent
frameworks based on actual open ICT standards, to be implemented)
- www.ksz.fgov.be (framework started in 1991 and implemented between 2.000 Belgian social security institutions, with unique gateway to foreign social security institutions within the EU, and continuously adapted to evolving and proven ICT standards with backwards compatibility)
tendency to use of open ICT standards but ICT is so dynamic and fast changing that ICT standards are
in an almost constant state of evolution huge need to agreements on how to ensure functional
interoperability, far beyond technical interoperability
28 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Functional ICT interoperability
standardized codification (e.g. institutions, return codes, …) standardized use of objects and attributes standardized layout of header of messages, independent from
information exchange format (EDI, XML, …) and type of information exchange
version management backwards compatibility SLA’s on availability and performance of services access autorisation management anonimization rules acceptation and production environments priority management …
29 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Common security framework
issues- confidentiality- integrity- availability- authentication- autorisation- non-repudiation- audit
30 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Common security framework
specific points of interest- risk awareness based on risk analysis- security policies - structural and organisational aspects- encryption standards- electronic user and identity management
• identification• authentication• validation of characteristics or mandates• autorisation• registration procedures• PKI-environment
- application security
31 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Common identification keys
at least common identification keys and identification sets for every entity- person- company- patch of ground
between nations- unique schemes- conversion tables
regulation of interconnection of information based on unique identification keys
32 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Common identification keys
characterictics- unicity
• one entity – one identification key• same identification key is not assigned to several entities
- exhaustivity• every entity to be identified has an identification key
- stability through time• identification key doesn’t contain variable characterics of the identified
entity• identification key doesn’t contain references to the identification key or
characteristics of other entities• identification key doesn’t change when a quality or characteristic of the
identified entity changes
33 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Harmonized concepts and data model
standard elements- with well defined characteristics
- used within all services OO-oriented, e.g. inheritance in a multilingual environment version management in an ever changing environment define once, use many (different presentations) workflow for validation of standard elements and characteristics multi criteria search
- by element
- by scheme
- by version
- …
34 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
A methodology to harmonize concepts
inventory of all documents (frequently) used for information collection
inventory of collected information classification of collected information using a
clustering methodology decomposition of collected information into “real life”
classes with description of the asked attributes analysis of goals: what is every “real life” classes used
for ? setting up of simplification propositions (e.g.
senseless different treatment of same “real life” object)
35 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
A methodology to harmonize concepts
based on the simplification propositions, framing out of an OO information model for information to be collected
design of XML-schema’s for the collecting of the information, corresponding to the OO information model
legislative adaptations in order to introduce the uniform definitions of the information classes
procedures in order to guarantee the consistency of the OO information model in an ever changing legal environment
36 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Some interesting Belgian projects
social security sector network of service integrators integration of portal sites electronic identity card
37 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Social security
social security is a protection system against a variety of social risks- childhood- health care- incapacity for work due to
• sickness• accidents
- unemployment- old age
due to limited financial means, social security needs to work critically
38 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Definition of the problem
in most countries, a lot of institutions are active in social security
information is one of the main production factors for each of these institutions
the information needed by the institutions is quite similar- identification data- data concerning the professional and social status- periodical data related to working periods and wages- data concerning certain events, e.g. the occurence of a social
risk
39 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Definition of the problem
lack of integration leads to- overloading of the citizens/companies
• multiple collection of the same information by several government bodies
• no re-use of available information• avoidable contacts with citizens/companies due to multiple, unco-
ordinated quality checks
- waste of efficiency and time within the government bodies- suboptimal support of the policy made by government- higher possibilities of fraud
40 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Possible solutions
central data management (big brother concept)- not frequently implemented
• privacy protection• technical feasability• threat for the autonomy of the institutions
distributed data management (network concept)- decentralised but unique data gathering- decentralised and distributed data storage, with functional
task-sharing between social security institutions- data exchange via a network
41 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Belgian social security sector
principles have been implemented under co-ordination of the Crossroads Bank for Social Security, in co-operation with 2.000 public and private social security institutions
functional and technical interoperability framework is functioning- between these institutions- between these institutions and all employers
every socially insured person has a unique identification key throughout the whole social security sector and an electronically readable social identity card containing this identification key
42 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Interoperability within social security
onem
inami
cimire
onpossom
onva
fmp
fat
adp
onafts
cpsm
inasti
onssaplonss
spfss
spfe & t
fonds de
séc.
exist.
Crossroads Bankfor
Social Security
FEDICT&
NationalRegister
sickness fundsnetwork
43 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Reference directory
serves as a base for organization of information flows structure
- directory of persons: what persons in what capacities have personal files in what social security institutions for what periods
- data availability table: what data are available in what social security institutions for what types of files
- access authorization table: what data may be transmitted to what institutions for what types of files
functions- routing of information- preventive access control- automatic communication of changes to information
44 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information security
institutional measures organizational and technical measures based on ISO
17799 legal measures
45 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Institutional measures
no central data storage independent Control Committee preventive control on legitimacy of data exchange by
Crossroads Bank according to authorizations of the independent Control Committee
information security department in each social security institution
specialized information security service providers working party on information security
46 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Independent Control Committee
assigned by Parliament competences
- supervision of information security- authorizing the data exchange- complaint handling- information security recommendations- extensive investigating powers- annual activity report
47 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information security department
in each social security institution composition
- information security officer- one or more assistants
control on independence and permanent education of the information security officers is performed by the Control Committee
the Control Committee can allow to commit the task of the information security department to a recognized specialized information security service provider
48 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information security department: tasks
information security department - recommends
- promotes
- documents
- controls
- reports directly to the general management
- formulates the blueprint of the security plan
- elaborates the annual security report
general management- takes the decision
- is finally responsible
- gives motivated feedback
- approves the security plan
- supplies the resources
49 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Contents of the security report
general overview of the security situation overview of the activities
- recommendations and their effects- control- campaigns in order to promote information security
overview of the external recommendations and their effects
overview of the received trainings
50 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Specialized information security service providers
to be recognized by the Government recognition conditions
- non-profit association- having information security in social security as the one and
only activity- respecting the tariff principles determined by the Government
control on independence is performed by the Control Committee
51 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Specialized information security service providers
tasks- keeping information security specialists at the disposal of the
associated institutions- recommending- organizing information security trainings- supporting campaigns promoting information security- external auditing on request of the institution or the Control
Committee
each institution can only associate with one specialised information security service provider
52 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Working party on information security
composition- information security officers of all institutions
task- coordination- communication- proposal of minimal security conditions- check list- recommendations to the Control Committee
53 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Organizational & technical measures
security policies classification of information security requirements towards the personnel physical protection management of communication and service processes processing of personal data logical access control development and maintenance of systems continuity management internal and external control communication to the public of the policy concerning security
and the protection of privacy
54 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Legal measures
obligations of the controller- principles relating to data quality- criteria for making data processing legitimate- specific rules for processing of sensitive data- information to be given to the data subject- confidentiality and security of processing- notification of the processing of personal data
rights of the data subject- right of information- right of access- right of rectification, erasure or blocking- right of a judicial remedy
penalties
55 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Information servers
information servers- directory of persons of the Crossroads Bank- National Register- Crossroads Bank Registers- work force register- wages and working time database (LATG) of the ONSS- employers directory (WGR) of the ONSS- database of contribution certificates- SIS-card and professional card registers
services offered- interactive consultation- batch consultation- automatic communication of updates
56 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
National Register - CBSS Registers - past situation
National Register
Municipalities
57 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
National Register - CBSS Registers –present situation
National Register
Municipalities
58 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Preprocessed messages
preprocessed messages- beginning/end of labour contract, beginning/end of self-employed activity- contribution certificates medical care (employees, self-employed, beneficiaries
of social security allowances)- unemployment benefits – career break- allowances for incapacity for work (health care, accidents at work, occupational
disease)- young unemployed- allowances to the handicapped- guaranteed income – social support- people suffering from long-term illness- social exemption- fiscal exemption- derived rights (e.g. tax reduction/exemption, free public transport, ...)- special contribution for social security- solidarity contribution on old age pensions- migrant workers- …
59 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Preprocessed messages
services offered:- batch consultation- automatic communication of messages
60 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
ONSS INAMI
Employer
Employees
Sickness funds
Control
Contribution certificate health care sector –past situation
61 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
INAMI
Control
KSZ-BCSS
ONSS
Employer
Employees
Sickness funds
Contribution certificate health care sector - present situation
62 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Derived rights in tax affairs
a number of people are entitled to an increased refund of the costs for medical care
moreover, a number of municipalities and provinces grant these persons reductions or even exemptions of the taxes
63 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Sickness fund
Derived rights in tax affairs - past situation
64 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
CBSS
sickness fundsnetwork
Derived rights in tax affairs - present situation
65 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Social security card
functions- reliable, electronically readable identification card in the
hands of each social insured person, that contains the unique social security identification number
- electronic support owned by every social insured person, containing information on his social security status needed by bodies not connected to the social security network
• first application: proof of health care insurability status to health care professionals applying the third payer rule
protected memory chip card having a capacity of 8 kbits, respecting ISO 7816.1-7816.5
delivered to every insured person (10.000.000 cards)
66 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
1234567890
Social security card
nameChristian namedate of birthsexsocial security numberperiod of validity of the cardcard number
sickness fundsickness fund registration numberinsurance periodinsurance statussocial exemption status
other data to be added in the future, if useful
key 1
key 2
67 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Social security card - example 1
Social identity card
Decryption card
CBSS
in chemistries
and hospitals
Sickness fund 3
Sickness fund 1
Sickness fund 2CIN
68 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Social security card - example 2
ONSS
EMPLOYER
CBSS
69 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Interoperability outside social security
Backbone
Internet
FW
R
R
FW
FedMAN
R
R
R
R
FW
R
R
FW
Access servers
Internetservices
RR
FW
R
R
R
FW
R
R
FW
Crossroads bank for social
security
FW
R
R
Other extranets
Publilink
70 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Social security portal
71 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Integrated service delivery
common basic services (e.g. single sign on, notification
information several categories of transactions
- transactions at the beginning or the end of employment (DIMONA)
- quarterly declaration of wages and working time- transactions when a social risk occurs- transactions in order to manage information about yourself- transactions in order to control the quality of the service
delivery process- ...
72 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Integrated service delivery
harmonized concepts harmonized data model and XML-schemes self-service and personalization customer relation management contact center
73 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Work forceregister
Data-base
Specialwork force
register
Indivudualdocument
Studentscontract
Inspection
Employmentcontract
SimplificationSimplification
OnOn linelineconsultaticonsultationon
ONSS
Work forceregister
Transactions at beginning/end of employment
74 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Immediate declaration of employment
can only be done electronically via- FTP/MQSeries- interbanking network- social security portal- vocal server
24/7 offers the employer a key to on-line consultation and
correction- of the database on employment- by using a electronic certificate, of the database concerning
wages and working time and other derived databases- concerning his employees and the period of employment
75 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Quarterly declaration wages & working time
ONSS
ONP
ONVA
Employer
old age pension
holiday payCBSS
ONEM
INAMI
ONAFTS
FAT
FMP
SimplificationSimplificationActiviteit 3
Activiteit 2Activiteit 1
one electronicdeclaration
76 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Quarterly declaration wages & working time
can only be done electronically via- FTP/MQSeries- interbanking network- social security portal
24/7 can, by using an electronic certificate
- be consulted and corrected on-line by the employer- concerning his employees and the period of employment
77 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Electronical declaration of social risks
past situation: multiple collection of information by using various, complex, not co-ordinated paper forms
78 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Electronical declaration of social risks
actual situation- limitation of the collected information to the information not
yet available at other public services (abolition or at least significant simplification of forms)
- unique collection of information from the employer- in a standardized way across all social security institutions- can be done on paper or electronically (24/7) via
• FTP/MQSeries• interbanking network• social security portal
- uniform instructions
79 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
26 operational transactions
quarterly multifunctional declaration of wages and working times to the National Office for Social Security (NOSS)
correction of the quarterly declaration to the NOSS DIMONA-declaration consultation of the workforce register consultation of the directory of employers integrated electronical declaration of building yards consultation of overdue payments of social security contributions by an
employer declaration of temporary employment of foreign employees in Belgium declaration of temporary unemployment + validation book consultation of the holiday database declaration of an industrial accident, monthly report and resumption of
work after an industrial accident simplified declaration of an industrial accident
80 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
26 operational transactions declaration of the beginning of a part-time job with retention of rights to
unemployment benefits (unemployment sector)- private sector- education, municipalities or provinces
monthly declaration of part-time work for the calculation of guaranteed income payments (unemployment sector)
- private sector- education, municipalities or provinces
monthly submission of work as an employee employed in a protected workplace (unemployment sector)
monthly submission of work in the framework of an activation programme (unemployment sector)
declaration for the establishment of young people’s vacation rights (unemployment sector)
monthly declaration of young people’s vacation hours (unemployment sector)
annual submission of temporary unemployment monthly submission of hours of temporary unemployment authorized request for the temporary removal of a pregnant employee
(sector of professional diseases)
81 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Further evolution
01.04.2005- quarterly multifunctional declaration of wages and working times to the
National Office for Social Security for the Local Authorities 01.10.2005
- application for unemployment benefits- declaration of fulltime or half-time early retirement- electronic data exchange between sickness funds and employers necessary
to deal with an application for benefits in case of incapacity for work, maternity leave, complete or partial leave from work as a measure to protect motherhood, leave for fatherhood
- declaration of an employee’s holiday days- declaration of resumption of work after a period of incapacity for work- authorized request for the temporary removal of a pregnant employee (sector
of professional diseases) 01.01.2006
- monthly declaration of the reprise of adapted work during a period of incapacity of work
82 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Some figures
information exchange between all 2,000 social security offices takes place through 170 types of electronic messages in stead of hundreds of types of paper forms
378.314.473 electronic messages have been exchanged in 2004
response time on-line messages
question CBSS question
answer answer98,46 % in < 1 sec99,8 % in < 2 sec
98,54 % in < 4 sec
83 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Some figures
50 types of declaration forms to social security have been abolished
in the remaining 30 declaration forms the number of headings has been reduced on average to a third of the previous number
97% of the employers uses application to application exchange, only 3% of the employers uses portal transactions
workforce register has been abolished in each company
84 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
European framework
Treaty of Rome: free movement of persons => need for co-ordination between social security schemes of the Member States
Co-ordination Regulations 1408/71 and 574/72:
4 basic principles:- only one applicable national legislation per period- equal treatment: no discrimination based on nationality- aggregation of insurance, employment and residence periods- exportability of rights
co-ordination regulations imply a lot of information exchange between social security institutions of different Member States
85 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Current situation
a lot of information is still exchanged on paper forms (E-forms)
elaborated by the Administrative Commission on Social Security for Migrant Workers
with same structure and contents in all official languages of the European Union
78 types of forms exchange of paper forms appears cumbersome,
complicated and expensive this may deter possible migrant workers
86 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Role of TESS
TESS = TElematics for Social Security managed by Technical Commission on Data
Processing set up to develop telematic services for the
implementation of the Union provisions on social security
87 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Global aim
the quality level of services provided by a social security institution to an insured person may not decrease because this person (e.g. migrant or frontier worker, tourist, student, pensioner, ...) made use of his right to move within the EU
therefore, administrative procedures should be simplified by interconnecting the information systems of the social security institutions involved
in order to improve the acquisition of rights, the award and the payment of benefits resulting from the application of the Regulations 1408/71 and 574/72
88 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Staged implementation strategy
exploration of problems and solutions building up of a reference system in the pension and
the health care sector expansion of the reference system to all institutions
concerned from all sectors from all Member States
89 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Exploration of problems and solutions
analysis of the major problems encountered with the current paper form exchanges
definition of common architecture rules- identification set- TESS domain for interoperability- forwarding point concept- use of standards
validation by a prototype in the old age pension sector between 7 institutions from 7 Member States
elaboration of the TESS Master Plan
90 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Problems encountered with paper forms
difficulties identifying the insured person difficulties determinating the competent social security
institution in another Member State problems of interpretation of the exchanged forms inability to adapt the forms quickly conflicts between data protection and the obligation to
exchange information difficulties in managing the exchange procedure difficulties for the insured person in acquiring
appropriate advice
91 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Identification of the insured person
Problems- the data necessary for
the identification varies from Member State to Member State and sometimes even from one sector of social security to another within the same Member State
- each institution only registers the identification data it needs itself
Elements of solution- definition of a basic
identification data set for each country
- each institution that sends a form agrees to provide the identification set related to the destination state
- each institution that receives a form agrees to be able to identify a person on the base of this set
92 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Designation of the competent institution
Problems- the criteria defining the
competence of institutions vary from Member State to Member State and from one social security sector to another:
• territorial criteria
• employment criteria
• free choice of the insured
Elements of solution- each institution that sends
a form agrees to provide the adequate criteria for the designation of the competent institution in the destina-tion state
- a unique entry point (forwarding point) per social security sector in each state is responsible for the routing to the competent institution in that state
93 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Problems of interpretation
Problems- different alphabets- different languages- too much free text- basic concepts vary from
Member State to Member State => problems of conceptual translation
- insufficient knowlegde of the foreign and inter-national law which institutions are rarely confronted with
Elements of solution- maximal structuring of
the possible answers- glossary of concepts
containing links between the basic concepts of the different Member States
- offices specialised in foreign and international law
- the law of a Member State is always applied by an institution of that Member State
94 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Inability to adapt the forms quickly
Problems- the elaboration and
adaptation procedures of the forms are lenghty and expensive => the official forms are inappropriate => unofficial variants are created and used
- result:• administrative problems
• delays for the insured persons
Elements of solution- to encourage the
exchange of electronic forms
- modular structure of the forms: directory of possible questions, related to the glossary of concepts
95 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Data protection
Problems- some Member States
forbid the export of data to other Member States which don’t guarantee an equivalent data protection
- lack of coordination of organisational and technical data protection measures
Elements of solution- implementation of the
directive 95/46/EC and 02/58/EC in each Member State
- minimum organisational and technical security norms
96 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Managing the exchange procedure
Problems- no following up of
exchanged forms- no statistics about the
exchange procedures
Elements of solution- systematic acknowledge-
ment of receipt of forms- interchange agreements- interchange management
by statistics
97 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Identification set
Main Information- national registration key (NRK)
in the receiving Member State- surname at birth- current surname- Christian name- date of birth- place of birth
Complementary information in case of missing NRK- sex- last address in the receiving
Member State
98 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
FP FPCI
CI
CI
CI
TESS
FP
CI
CI
FP
CI
CI
FP
CICI
FP
CICI
National Domain National Domain
NationalDomain
NationalDomain
NationalDomain
National Domain
Domain
TESS & national domains
LegendCI: Competent InstitutionFP: Forwarding Point
99 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Today’s situation
the Master Plan is the basis for all of the work an inventory of decisions describes all common architectures
rules tangible results are achieved with the operational exchange of
E2XX and E5XX messages in the old age pension sector and the forms E125 and E127 in the health care sector
exchange of other E1XX messages in the health care sector is being developed
gradual evolution from EDIFACT to XML paper European health insurance card proposal of an electronic European health insurance card, to be
integrated with national initiatives
100 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
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 ?Publilink ?
City Province
Municipality
Servicesrepository
Serviceintegrator(FEDICT)
Serviceintegrator(CBSS)
Serviceintegrator
101 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Towards a network of service integrators
type of exchanged information- structured data- documents- images- multimedia- metadata- business processes
using web services
102 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Towards a network of service integrators
useful functions of service integrators (FEDICT, CBSS, …)- secure messaging
- business logic and work flow support
- 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 for 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
103 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Towards a network of service integrators
key issues- evolution of standards- collaboration with vendors- not limited to public agencies- national, European & international standards- every partner is free to implement internally in his own way:
black box philosophy
104 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Portal sites: actual situation
customers•citizens•companies
suppliers
partners
employeesintermediaries
PORTAL A•single sign on•personalization•user groups•multi-channel•aggregation
back-endsystems, e.g.•ERP•groupware•DB’s•applications
businessintelligence
contentmanagement
directory
PORTAL B•single sign on•personalization•user groups•multi-channel•aggregation
back-endsystems, e.g.•ERP•groupware•DB’s•applications
contentmanagement
businessintelligence
directory
105 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Portal sites
need to strike the right balance between roles in delivering e-government services: not a single, but many one-stop shops (public and private)
Government ASP’s
Leading portals
Local service providers
Banks
Associations
…
Government own portals
Government-hosted community sites
Content and Services
Public Private
Private
Public
Channel PPP
Source: Andrea Di Maio - Gartner
106 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Portal sites
public institutions need to concentrate on core activities, such as- information
• modular• up to date• information blocks concerning public services• with standardized metadata• based on standardized thesauri• in generally accessible content management systems• with separation between content and metadata (reuse, don’t rewrite)• that can be submitted to automatical re-indexation
- transactions• applications that can be easily integrated in private or public portal sites
107 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Portal sites
public portals should have added value- integration of services
• information• work flow based on life events of the customers• integration with work flow of customers
- coordinated basic services for own customers• single sign on• ticketing• logging• notification service• …
108 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Portal sites: to be situation
customers•citizens•companies
suppliers
partners
employeesintermediaries
PORTAL B•single sign on•personalization•user groups•multi-channel•aggregation
back-endsystems, e.g.•ERP•groupware•DB’s•applications
contentmanagement
businessintelligence
PORTAL A•single sign on•personalization•user groups•multi-channel•aggregation
back-endsystems, e.g.•ERP•groupware•DB’s•applications
businessintelligence
contentmanagement
directory directory
109 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Portal sites
other key issues- multidimensionality: accessibility of same services through
different « views »- multi channel enabling- citizen/company relation management
• integrated service delivery, across all used channels• personalization of service delivery
– first step: personalized home page for every company on social security portal
• evolution to push system• quality control• feedback mechanisms for permanent improvement of service delivery
- contact center
110 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Electronic identity card
111 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Electronic identity card
retained functions- visual and electronic identification of the holder- electronic authentication of the holder via the technique of
the digital signature- generation of electronic signature via the technique of the
digital signature (non repudiation)- proof of characteristics of the holder via the technique of the
digital signature on the initiative of the holder- only identification data storage- no encryption keys (yet)- no biometric data (yet)- no electronic purse
112 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Electronic identity card: content
visual- the name- the first two Christian names- the first letter of the third Christian name- the nationality- the birth place and date- the sex- the place of delivery of the card- the begin and end data of the validity of the card- the denomination and number of the card- the photo of the holder- the signature of the holder- the identification number of the National Register
113 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Electronic identity card: content
electronic- the same information as printed on the card- the authentication identity and electronic signature keys- the authentication and electronic signature certificates- the accredited certification service furnisher- information necessary for authentication of the card and
securization of the electronic data- the main residence of the holder
114 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
No storage of other electronic data on the card
why not ?- preventing perception of the card as a big brother- preventing loss of data, when the card is lost- preventing frequent updates of the card
stimulation of the controlled access to data over networks, using the card as an access tool, rather than storage of data on the card
thus, no integration of SIS-card and electronic identity card
115 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Organization model
government chooses card producer and certification authority issuing the identity certificates as a result of a public call for tenders
the municipality calls the holder for the issuing of the electronic identity card
the municipality acts as registration authority for 2 certificates: authentication and electronic signature
2 key pairs are generated within the card at production time and the private keys are stored within the chip of the card
116 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Organization model
the 2 certificates are created by the certification authority, but published only when the holder agrees
the use of the private keys within the chip needs an activation of the card by a municipal official using his PUK2 and the PUK1 sent to the holder
first authentication within one session (first private key) and every generation of an electronic signature (second private key) requires the PIN code of the holder
the second private keys and the identity certificate on the electronic identity card can be used to generate an electronic signature within the scope of E-government applications which require such a signature
117 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Organization model
the electronic identity card contains the necessary space to store other private keys associated to attribute certificates that holder can obtain at the certification authority of his choice
118 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Organization model
CM/CP/CI
VRKVRK
BullBull
CA
CA
ERA
Matti
Meikäläinen
PIN &
PUK
1-code
1
102
3
6
7
9
5
4
8
119 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Some figures
nearly all 589 Belgian municipalities can deliver electronic identity cards
215.000 electronic identity cards have been delivered yet
all Belgian citizens having reached the age of 12 will receive their electronic identity card by 2009
120 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Critical success factors
E-government as a structural reform process- process re-engineering within and across public institutions
- back-office integration for automatic granting of services
- integrated and personalized front-office service delivery support of and access to policymakers at the highest level co-operation between all actors concerned based on repartition
of tasks rather than centralization of tasks quick wins combined with long term vision focus on more efficient and effective service delivery rather than
on the fight against fraud respect for legal repartition of competences between actors legal framework creation of an institution that stimulates and co-ordinates
121 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Most important barriers
privacy and security average public sector project is more complex than
average private sector project, due to- interaction with a larger number of stakeholders (elected
officials, public employees, members of interest groups, voters, tax payers, recipients of public services, other government bodies, other government levels, …)
- execution in a less stable environment
complexity of BPR in a government environment race for quick wins (cf surveymania) doesn’t stimulate
development of well conceived systems based on re-engineering
122 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Most important barriers
public sector tends, perhaps for reason of prestige, to favour tailor-made, high-risk, state-of-the-art solutions even when alternative, off-the-shelf, cheap, tried and tested systems are available
in the public sector, there is typically no financial margin of value to be added by innovation
intermediaries often perceive e-government as a threat
skills and knowledge
123 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
Most important barriers
need for radical cultural change within government, e.g.- from hierarchy to participation and team work- meeting the needs of the customer, not the government- empowering rather than serving- rewarding entrepreneurship within government- ex post evaluation on output, not ex ante control of every
input
124 24/02/2005Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)
More info
Crossroads Bank for Social Securityhttp://www.ksz.fgov.be
FEDICThttp://www.fedict.be
portal sites- federal portal: http://www.belgium.be- social security portal: https://www.socialsecurity.be
personal website- http://www.law.kuleuven.ac.be/icri/frobben
Th@nk you !
Crossroads Bank for Social SecurityFederal Public Service for ICT (FEDICT)