Citizen Centric Public Service Delivery the Belgian approach

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Citizen Centric Public Service Delivery: the Belgian approach TAIEX Multi-country seminar on e. Government - April 27 th, 2010 Session: Putting public services on line Frank LEYMAN © fedict 2010. All rights reserved

Citizen Centricity COMMON BACKOFFICE Ma nd n ga De le s TOOLS 05/05/2009 | Bruxelles es tio Ro le MODULES COMMON KEY at At tr ib ut es COMMON PROCESS FLOW EAPPLICA TIONS

ONE COMMON BACK-OFFICE © fedict 2009. All rights reserved

Building Blocks SECURITY LAYER National Portal Website Federal Service Bus FEDMAN Ministry A ©

ONE UNIQUE ELECTRONIC KEY: THE BELGIAN e. ID © fedict 2009. All rights reserved

Electronic identity card (e. ID) 4 Belgian citizens >12 years old 4 Children <12

LOTS OF e-APPLICATIONS © fedict 2009. All rights reserved

Lots of applications of the e. ID card Driver’s license Healthcare Home banking student

Lots of TOOLS at your disposal © fedict 2009. All rights reserved

Quick Install 1. Install the e. ID software 2. Connect the card reader to

http: //www. belgium. be © fedict 2009. All rights reserved

Direct access to more than 70 on-line transactions 05/05/2009 | Bruxelles

e. ID Middleware Reading of the data – Certificates - Card & PIN ©

https: //mondossier. rrn. fgov. be © fedict 2009. All rights reserved

www. checkdoc. be n A website to verify whether Belgian identity documents are valid or not: n n passport identity card residence permit with chip Registration the first time © fedict 2009. All rights reserved Sou rce s aut hen tiqu es

Fiscality © fedict 2009. All rights reserved

http: //eid. belgium. be © fedict 2009. All rights reserved

http: //map. eid. belgium. be © fedict 2009. All rights reserved

Lots of MODULES at your disposal © fedict 2009. All rights reserved

MODULES n FAS: n Federal Authentication Service via e. ID n e-LOKET: n Tool to allow municipalities to offer electronic services to its citizen in a secure way n e-DEPOT: n Service to allow notaries to faster register acts n Person. Service: n Webservice to allow fast query about physical persons in the public registers n DIGIFLOW: n User interface the Public Sector uses to get access to the FSB n IAM: n Identity and Access Management n MAGMA: n Delegation of powers between two legal entities in order to allow the second to operate on-line transactions in the name of the first (accountants, social reprenstatives, . . . ) n e-PAYMENT: n Service package to allow public authorities to introduce electronic transactions 05/05/2009 | Bruxelles

Standard usage Standard Process Flows © fedict 2009. All rights reserved

Standard approach WEB FSB FEDMAN network Authentic Sources 05/05/2009 | Bruxelles

Example 1: citizen files a complaint “theft” e-LOKET FAS e-FORM Ticket # FSB Police Push 05/05/2009 | Bruxelles

Future developments © fedict 2009. All rights reserved

Identity and Access Management CEO of COMPANY MEMBER of BOARD IDENTITY NAME DATE of BIRTH LAWYER PLACE of BIRTH ACCOUNTANT GENDER MEMBER OF SERVICE CLUB SOCIAL SECURITY DRIVING LICENSE 05/05/2009 | Bruxelles ADDRESS NATIONALITY FAMILY STATUS FATHER

Fedict IAM as a “Hub” USER Attribute collection workflows IDP A National ID Persons IDP A National ID Enterprises EU country IDP’s IDP Social Security Authentic Sources Local repository Authentic Sources IAM hub FEDICT SP FEDICT Applications USER/ROLE approver SP Application

This is for Belgium, but what about the rest of Europe? © fedict 2009.

SECURITY LAYER Country 2 Country 1 Country X … Country 3 Gateway to EU National Portal Website Federal Service Bus FEDMAN Ministry A Region A Ministry B Region B Municipality A © fedict 2009. All rights reserved Ministry C Region C Municipality B … … Ministry Z Region Z Municipality C … Municipality Z

EU pilots that work on cross-border interoperability © fedict 2009. All rights reserved

CONCLUSION © fedict 2009. All rights reserved

10 basic ACTIONS to get there… 1. Get national political consensus to go ahead 2. Create legal framework 3. Clean your “authentic sources” => e. ID 4. Build your overall back-office 5. Interconnexion layer 6. Communication layer 7. Create “rules of the game” (Proportionality & finality) 8. Create tools for users and developpers 9. Invest in recurrent communication & education 10. Connect with the rest of the world dd month yyyy | Brussels

Th@nk you! FRANK LEYMAN Manager International Relations Maria-Theresiastraat 1/3 Bruxelles 1000 Brussel TEL +32 2 212 96 24 FAX +32 2 212 96 99 Frank. leyman@fedict. be www. belgium. be/fedict © fedict 2009. All rights reserved

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