citizen centric public service delivery: the belgian approach international symposium on...

Citizen Centric Public Service Delivery:the Belgian approach

International Symposium on “connected Governance”SSPA – Roma – 21-22/11/2009

Frank LEYMAN

© fedict 2009. All rights reserved

The role of FEDICT

FEDICT, a ‘horizontal’ Federal Public ServiceComputerization of Belgian State

– Develop & Implement e-gov strategy

– Support Federal Public Services in their implementation

– Develop & Implement Standards - Guidelines

– Create and operate a common infrastructure

– Manage the Inter-Gov Relationships

– Help to develop customer-centric services that last

Computerization of Belgian Society

Belgium, ICT knowledge Region

The Belgian context

Belgium is a federal State

3 authorities at the same level federal 3 Communities (language, person) 3 Regions

10 Provinces

589 municipalitiesAIM : e-government must enable one virtual government consistent to the customers with full respect for every single competency

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Citizen Centricity

05/05/2009 | Bruxelles

COMMON

BACK-OFFICE

COMMON

PROCESS FLOW

COMMON KEY

MODULES

E-APPLICATIONS

TOOLS

MandatesAttr

ibut

es

Deleg

atio

n

Roles

ONE COMMON BACK-OFFICE

© fedict 2009. All rights reserved

SECURITY LAYER

…Ministr

yA

MinistryB

MinistryC

MinistryZ

FEDMANFederal Service Bus

National Portal Website

ONE COMMON BACK-OFFICE

© fedict 2009. All rights reserved

ONE UNIQUE ELECTRONIC KEY: THE BELGIAN eID

© fedict 2009. All rights reserved

Purpose of the eID projectProve your identity

Signature tool

Provide an electronic identity card to the Belgian citizen that will allow them to authenticate themselves towards different applications and to place a digital signature

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Electronic identity card (eID)

Children <12 years old

Foreign residents

Belgian citizens >12 years old

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LOTS OF e-APPLICATIONS

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Lots of applications of the eID card

student cards

Healthcare

e-commerce

Driver’s license

Proof of membership

SSO, etc.

Home banking

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What can we do with the eID today?

Federal e-gov applications:

Social Security: declaring employees statusMobility: requesting car license platesOnline consultation of your National Register file (

https://mijndossier.rrn.fgov.be)VPN (teleworking)Online tax declaratione-notary: signing and deposit of purchase actse-procuremente-invoicing for public sectoretc.

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Regional applications:

Flemish Parliament: submitting and electronically signing decrees, questions and resolutions

Academy of Fine Arts Flemish Region: enrolment via eID

Vlaamse Huisvestingsmaatschappij: enrolment via eID

What can we do with the eID today?

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What can we do with the eID today?

e-loket:• Requesting certificates (vb. marriage, birth, ...)• Requesting change of address• etc.

School enrolments Enrolment/access to libriaries Access to swimming pools Access to container parks Electronic declaration of death etc.

Local applications:

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Lots of TOOLS at your disposal

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© fedict 2009. All rights reserved

http://www.belgium.be

05/05/2009 | Bruxelles

http://eid.belgium.be

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http://map.eid.belgium.be

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Quick Install

1. Install the eID software

2. Connect the card reader to the computer

3. Consult your data

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eID Middleware Reading of the data – Certificates - Card & PIN

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https://mondossier.rrn.fgov.be

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www.checkdoc.be A website to verify whether Belgian identity documents are valid or

not: passport identity card residence permit with chip

Registration the first time

Sources authentiques

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Fiscality

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eHealth

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Lots of MODULES at your disposal

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MODULES FAS:

Federal Authentication Service via eID

e-LOKET: Tool to allow municipalities to offer electronic services to its citizen in a secure way

e-DEPOT: Service to allow notaries to faster register acts

PersonService: Webservice to allow fast query about physical persons in the public registers

DIGIFLOW: User interface the Public Sector uses to get access to the UMA (Universal Messaging Engine)

TELEMARC: Tool to allow public authorities to check if tendering companies dispose of all the neccessary attestations and

documents that are needed for a particular tender.

IAM: Identity and Access Management

MAGMA: Delegation of powers for electronic declarations

e-PAYMENT: Service package to allow public authorities to introduce electronic transactions

05/05/2009 | Bruxelles

Standard usageStandard Process Flows

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Standard approach

05/05/2009 | Bruxelles

WEB

FSB

FEDMAN network

Authentic Sources

Example1: File a complaint “theft”

05/05/2009 | Bruxelles

e-FORM

FAS

FSB

Police

Ticket #

Push

e-LOKET

05/05/2009 | Bruxelles

e-FORM

FAS

FSB

FPSEconom

y

Ticket #

Push

Example2: ask for social tarrif

e-LOKET Web Social Tarrif

05/05/2009 | Bruxelles

Request aboutCompany X

FAS

FSB

VAT

Pull

Example3: verify info about Company X

DIGIFLOW Web Telemarc

BNONS

S

Future developments

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Identity and Access Management

05/05/2009 | Bruxelles

IDENTITY

NAME

DATE of BIRTH

PLACE of BIRTH

GENDER

ADDRESS

NATIONALITY

FAMILY STATUS

CEO of COMPANY

LAWYER

FATHER

MEMBER OF SERVICE CLUB

ACCOUNTANT

MEMBER of BOARD

SOCIAL SECURITY

DRIVING LICENSE

FEDICTFEDICT

Fedict IAM as a “Hub”

IAM hub

SPFEDICT

Applications

Local reposito

ry

Attribute

collection

workflows

Authentic Sources

USER/ROLE

approverSP

Application

SPApplicatio

n

Authentic Sources

USER

IDP ANational

IDPersons

IDP ANational

IDEnterpris

es

EU country

IDP’sIDP

Social Security

Conclusion

Common and secure back-office infrastructure

Common electronic key

Common rules of usage

Common tools

Common legislation

BUT:

Full political liberty of development by ministry (but with accountability)

Liberty of choice (HW-SW)

Future proof

BETTER SERVICE TO CITIZEN, ENTERPRISE and PUBLIC SECTOR CUSTOMERS

05/05/2009 | Bruxelles

© fedict 2009. All rights reserved

Internationalinteroperability

SECURITY LAYER

FEDMANFederal Service Bus

National Portal Website

…MinistryA

MinistryB

MinistryC

MinistryZ

Gateway to EU

Region A

Region B

Region C

Region Z

Municipality A

Municipality B

Municipality C

Municipality Z

……

Country1

Country2

Country3

CountryX

…

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SECURE

IDENTITY

ACROSS

BORDERS

LINKED

http://www.eid-stork.eu

© fedict 2009. All rights reserved

© fedict 2009. All rights reserved

Th@nk you!

FRANK LEYMANManager International Relations

Maria-Theresiastraat 1/3Bruxelles 1000 Brussel

TEL +32 2 212 96 24FAX +32 2 212 96 99

Frank.leyman@fedict.be

www.belgium.be/fedict