Dematerializing the relationship with the Public Administration

M. Pierre SchillingDirecteur-adjointCentre des technologies de l’information de l’Etat

Background and focus

e-luxembourg: from buzzword to strategic unit:

• 2001: Taskforce e-luxembourg created as a response to the e-government initiative of the European Commission;

• 2004: Consolidation of our structures, turning the taskforce into a ministerial department composed of 25 experts in areas like information strategy, communication, Web technologies and business process management ;

• 2009: Merger of Service e-luxembourg and the former Government computer center (CIE) establishing the Centre des technologies de l’information de l’Etat (CTIE), an internal service provider of more than 150 ICT professionals.

An ambitious goal:

• Provide homogeneous and coherent information about institutions and public services;

• Build a multichannel and user-centric interaction between citizens or businesses on one side and the Administration on the other;

• Streamline backoffice processes and information systems.

Provide

one SAME ANSWER

to

one SAME QUESTION

independently of

CHANNELTIME

LOCATIONand

INTERLOCUTOR

The value and the quality of public services

The necessity of a Corporate Knowledge Base

Administration a

FAQ

Human resources

BPM delegate

Corporate BPMLegal services

Citizen centers

Internal marketsecretary

De Guichet

Call center

Informationsystems

repository

Web Content

Processmodels

Functionspecifications

Organisationalstructures

Front desks

…

Administration n

BPM delegate

Admin A Admin B Admin C Admin D Admin E

Orchestration of administration specific processes

Providing user-centric services through a single Webportal

One event involving severaladministrations

Citizen /Business

Sample:

Create a new

business

Portal architecture

Web Content

Home page

Topic

User interaction

Electronic submission of e-forms

Sub-topic

Life situation

Procedure

« My personal space »

Virtual assistant

Personalized download of e-forms

Secured by

De Guichet - Home page

De Guichet - Procedure

• Title;

• Objectives;

• Administration(s) involved;

• Trigger(s);

• Prerequisites;

• Deadline;

• Service fee;

• Description;

• Legal framework;

• e-form(s);

• Virtual assistant.

Unified description of procedures

• Information vault– Stores recurrent personal data, thereby avoiding

iterative reentering of information that has already been declared.

• Relationship history– Lookup list of concerns and their respective status;– Revisit the content of a specific folder:

• request documents (forms and attachments);• bidirectional communication;• delivrables.

• Personal document repository (planned)– e-documents which could serve as an attachment or

as an information source for future concerns.

« My Personal Space »

Standard e-forms

Assistant de dépôt du formulaire

Every form contains a front page that provides instructions for a secured electronic submission and features a link (red box) that will automatically connect the user to « De Guichet »’s function for posting the request

• Several administrative procedures may apply to a simple event

• Virtual assistants go through 4 successive steps:

- Assess the event through a of questions and answers pyramid

- Collect missing information (data not yet available in « my personal space »);

- Generate folder and its sub-folders;- Submit the service request.

Virtual assistants

• Public – Public & Public – Private partnerships: - Shared use of our platform (social security, communes,

…);- Intermediary for secondary requests (on moving, change

subscriptions for utilities (telecom, gas & electricity, …);- Reception and storage of e-documents from any

recognized sender in a referenced personal repository (« my personal space »); these e-documents can be used as potential attachments to an administrative procedure.

• Collaborative networks - Create or cancel mandates given to trust companies;- Collaborative setup of request folders.

• Interoperability standards- e-Id;- Common semantics on a national and international level.

Perspectives

Questions?