Citizen and business centric eGovernment services – business behind portals

Arvo Ott, PhD,

arvo.ott@ega.ee

e-Governance Academy

www.ega.ee

15.04.07

Content:Content:

• Portals, front-office and back-office

• Users of e-services – service delivery concepts

• Some aspects of ICT infrastructure

• IT architecture – organizational, legislative, IT-related

• Examples of e-services

Public Service Model 1Public Service Model 1

Public Service Model IIPublic Service Model II

Public Service Model IIIPublic Service Model III

Estonian Registers and DatabasesEstonian Registers and Databases

o Population registero Business registero Cars databaseo Driving licenses databaseo Passports registero Land register o Buildings registero Ships registero …o All together more then 200

State Information Systems Management System – https://www.eesti.ee/arr/

Aims of the “x-road” project:Aims of the “x-road” project:

• Implementation of interoperabiliy framework with the aim to offer building blocks for public e-services;

• Use the concept of open systems;• Guarantee neutrality of technical platforms;• Cost model: end-user of e-services should not

pay for the service;• Use single mechanism for authentication and

authorization of users;• Implement data-security model (everyone should

have possibility to know how his/her data was used by government);

X-road centre

Oracle Informix DB2 Progress Postgres Etc.

Data protection, address system, GIS etc.

User authentication and authorization Users:

-citizens-civil servants- businesses

KITCitizen view

EITEnterpriser view

AITPublic servant view

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Internet - X-road

Databases / information systems Banks

Central server I

Central server II

Centralmonitoring

HelpDesk

X-road certification center

X-road centerTools centrally developed by the State, i.e. the State Portal

CertificationCenter

ID – card

• Ühispank• Hansapank• Krediidipank • Sampo Pank• Nordea Pank

Securityserver

Securityserver

Securityserver

Securityserver

Securityserver

Securityserver

Securityserver

Securityserver

:: … ::

:: E-institution – institution view ::

:: E-county – county view ::

:: Governmental Portal – Your Estonia ::

Institutional view of the state Thematic view of the statewww.riik.ee www.eesti.ee

Securityserver

57 DB

1000000

104 DB

359 org.

5

Popul. ~1,3 mil.

Phases of the project and budgets:Phases of the project and budgets:

• 2000 - Pilot project, ca 200 000 EEK (13 000 EUR)• 2001 development, end 2001 first services, budget

ca 2 milj EEK (ca 130 000 EUR)• 2002 - ID-cards and PKI in use • 2004 mass use – many services available

• Overall budget of the project (incl. system development for services) – 32 milj EEK (ca 2 milj EUR)

• Cost of development of single e-service ca 20 000 – 200 000 EEK (1300-13000 EUR)

Lessons learnedLessons learned• Technical model is easiest – compared with organizational,

legislative, motivation-related• Process from operational technical system to wide

implementation takes 2-3 years – “honeymoon period” of the project

• Money, spent once for development of basic components of the architecture will give high profit in the phase of development of single e-services… but it will be clear only after several years… and this might not be the motivation for public institutions

• Driving force is often not from the top management of public institution but somewhere else – find this person should be found…

• Cost saving might not be the main argument, public procurement procedures may change totally all the project plans

Citizen uses X-road solutions via Citizens Portal www.eesti.ee Examples of e-services:

One portal serves citizens as a gateway to the services of 26 different databases www.eesti.ee

Who asks data about me?Who asks data about me?

Apply for EU health insurance card www.eesti.ee

Apply for parental benefit allowances www.eesti.ee

5 information systems interact the data (real time)

o Citizens’ portal

o Register of Social Insurance Board

o Population register

o Information system of Health Insurance Fund

o Information system of Tax and Customs Office

Example – Parental benefit solution on the X-roadExample – Parental benefit solution on the X-road

Thank you for your attention!

Arvo Ott, PhDMember of Management Board eGovernance Academyarvo.ott@ega.ee www.ega.ee