one – stop – government€¦ · one – stop – government intensive programme 13.02. –...

Intensive Programme 13.02. – 25.02.2011

one – stop – government

-- on the way to a government 2.0



„One stop shop“

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„Have it all done in one place. Save your time. Save your money.“

The Lincoln Star, Nebraska, 1930

Grant Agreement Reference Number:DE-2010-ERA/MOBIP-

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Fraunhofer eGovernment 2009


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services of public administration and associated problems

- public services are provided and carried out by authorities

- these contact points have a separated structure

regarding matter and location

administration levels

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administration levels

governmental units

- that produces a fragmentation

- it costs lots of effort, energy and money to overcome this difficulty

- the coordination has to be made up by the citizen himself

- he has to find the matching contact person

- quick and easily accessible service is rare


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The idea of one - stop

Provision of services with the intention of

- reducing the contacts to a mininimum

- in best case: one single contact

There are contact persons or a contact team

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There are contact persons or a contact team

The type of access doesn‘t matter, all kinds are regarded as possible

- contact in person

- via telephone

- via internet

- written or faxed


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one - stop - government

Meant are all concepts which bundle the services of administration

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Meant are all concepts which bundle the services of administration

at one place

in one process

no matter where the service is produced in fact

no matter how many agencies are involved


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online platform

www.service-bw.de

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citizen service

www.ludwigsburg.de


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eGovernment in a narrower sense – online platforms

Often understood as a virtual town hall with eServices

Possible actions

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- Information

- Communication

- Transaction

public administration starts to provide the opportunity to

complete a concern from the petition until the terminal sending


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eGovernment is more than that

- Opportunity to have huge virtual operational sequences

- with seperated Front- and Back - Office systems

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- Optimizing present structures

- Simultaneously restructuring of processes in

administration

Leads to a new efficiency and effectiveness


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Future prospect – governmental Amazon

- all services are bundled at one place

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- all services are bundled at one place

- Broadend conception of the ‘point of single contact‘

- global restructuring of the administrative systems

- new business segment with growth opportunities

- The EU SD as a decisive measure for the development


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One-stop within the European

Service DirectiveService Directive



T|Åá Éy à{x XâÜÉÑxtÇ hÇ|ÉÇ

•Promote cross-border trade

•Economical integration•Easy accessto information

•One-stop

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•Economical integration

•Promotion of small andmedium sized businesses

•Removal of legal andadministrative restrictions

•Modernisation of Information sources

•Standardised templates

to information


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•This is Lorenzo

•He is a barber

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•He works in Rome

• He wants to open a shop inGermany in Stuttgart


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cÉ|Çàá Éy á|ÇzÄx vÉÇàtvà

•Every member state has toestablish points of single contact

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•EU – webgate

•information provided also

in other languages


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•enable service provider to executeall formalities from afar

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•point of single contact is allowedto charge appropriate fees


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in Germany



•Articel 91c constitution

•Law for implementing the EUSD•Law for implementing the EUSD

•IT-Net-Law

Federal states adopted their laws


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National examples for the one-stop government

Presentation from Bálint Csepregi Horváth



Overview of the presentation

•Introduction

•Presentation of the examples from paper-based aspect

•Presentation of the examples from the eGovernment aspect

•Summary


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Introduction

•One stop government can be interpreted from two different aspects

�The first aspect describes how to conduct business in the paper-based �The first aspect describes how to conduct business in the paper-based

public administration. This concept is based on the „one stop shop”,

so it means that the citizen can do everything at one window.

�The second aspect interprets this notion in the view of the eGovernment.

This is one solution of the realization of the eGovernment.


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Presentation of the examples from paper-based aspect

•From this point of view, we can divide the services into

three different levels: three different levels:

�Citizens Advice Bureau

�citizen center

�citizen office


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Presentation of the examples from paper-based aspect

The first citizen center in Germany was built in 80s in the city of Unna.

The civil servants were high skilled generalists, who used a sophisticated

database during their work. The problem was that they simply could

not keep the database updated, therefore the project was a failure.


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Presentation of the examples from the eGovernment aspect

•There are three „levels” in the eGovernment:

�Roadmaps�Roadmaps

�services with limited options

�full service

•It is very hard to classify the programmes, because there are a

lot of „mixed” types.


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The Bayerischer Behördenwegweiser is a roadmap, which has been created in order

to help the citizens to find the authorities in Bavaria. It provides information about

1300 services in the state.


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The Service-BW is a second level one-stop government website of the state

Baden-Württemberg. It has similar functions like the already mentioned

Bayerischer Behördenwegweiser, but it also provides second level services.

It contains information about 800 Services.


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D115 is a project in Germany. The citizen can call the service center, and the

service desk agent can help him via his database. The system is not mandatory service desk agent can help him via his database. The system is not mandatory

for cities and villages, they are free to join. The small villages have the right to

concentrate their services, if they do not have the financial resources and

personal.


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The Kreis Segeberg website offers first and second level services for the citizens

in the Kreis Segeberg. As a first level service, the citizen can select its own

city/village and then he will be forwarded to the homepage of the community. From

the second level services I would like to mention „digitale Bauakte” and the

„Wunschkennzeichennummer”.


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The Landkreis Osnabrück project is similar to the already mentioned Kreis

Segeberg website, but it contains more advanced services. Besides the Segeberg website, but it contains more advanced services. Besides the

„Wunschkennzeichennummer” and the „digitale Bauakte”, there are a lot of

other services: the „Schulausfall”, the „Fundsachen online suchen” and the

„Mängel mitteilen” service.


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The SAGA project was designed to provide better interoperability between the

communes in Germany. The first version has been created in 2003, the communes in Germany. The first version has been created in 2003, the

newest version - Saga 4.0- was developed in 2008.


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Another example in this category is the [email protected]. This

programme is the successor of the former Media@comm project. This project

was being launched in three cities of Germany (Bremen, Esslingen and

Nurnberg) and the goal of the [email protected] is to extend the

results of the programme to other cities and to extend the use of the electronic

signature.


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The XÖV (XML-basierende Standards für die öffentliche Verwaltung) is a

project to harmonise the XML-based programs in the public administration.

This protocol consists of more substandards: XöV-UML-Profil, XGenerator,

Xrepository.


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Presentation of the examples fromthe eGovernment aspect

The Domea project was developed to harmonise electronic archivation in the

public administration and to replace the paper-based documentation to the

electronic databases. The programme started in 1996, and it will be

replaced in 2011.


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Summary

There are two aspects of one stop government: From the first aspect, the

one-stop Government is a way how to conduct business in the paper-based

administration. It has three levels: Citizens Advice Bureau,citizen center, citizen

office. The second aspect could be also divided into three levels: Roadmaps,

services with limited options, full service.


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District Office of LudwigsburgDistrict Office of Ludwigsburg


Four Facts about the ‘points of single contact’ (PSCs):

• each EU member state: contact points

• eGovernment portals via internet

• clear and exhaustive information on administrative procedures

• complete required procedures online


72 enquiries in 2010


Baden-Württemberg:

• 32 PSC‘s of chambers

• 44 PSC‘s of administrative district


My service-bw has several funcitons:

• independent component of personalisation

• select your town

• save personal data securely and keyed

• save personal documents in a virtual document safe


Overview of the issues of implementation in local governments

-Official letters with electronic signature

-Communication with regional government authority-Communication with regional government authority

-Responsibility and motivation of employees

-Missing numbers of cases

-Communities as responsible bodies

-Wrong interpretation of EUSD


1. Allocation

2. Information2. Information

3. Transmission


Best-Practice Elster (electronic tax declaration)


Thank you for your attention!

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