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©2007 HERMES SoftLab. All rights reserved. Logotype is a registered trademark of HERMES SoftLab d.d. All other names/logos may be registered trademarks of their respective owners.
eUprava
Andja Komšo, Hermes Softlab d.d.
Andja Komšo 2 ©2007 HERMES SoftLab
Vsebina
Kaj je eUprava?
eUprava za boljšo upravo
Novi elektronski poslovni model
Elektronsko davčno poslovanje
Stanje Slo eUprave
Kako je nastajala
Na kateri stopnji je
Kateri so ključni segmenti
Kdo so kreatorji eUprave
Kaj je dobro – mednarodno primerljivo
Kaj bi lahko bilo boljše – ni za ponoviti
Kako to delajo drugje
Kam greš Slovenija?
Merjenje učinkovitosti – benchmarking
Andja Komšo 3 ©2007 HERMES SoftLab
Definition of E-Government (1/2)
“E-Government” refers to the use by government agencies of information technologies (such as Wide Area Networks, the Internet, and mobile computing) that have the ability to transform relations with citizens, businesses, and other arms of government.
These technologies can serve a variety of different ends:
better delivery of government services to citizens,
improved interactions with business and industry,
citizen empowerment through access to information, or
more efficient government management.
The resulting benefits can be less corruption, increased transparency, greater convenience, revenue growth, and/or cost reductions.
http://web.worldbank.org/...702586,00.html
Andja Komšo 4 ©2007 HERMES SoftLab
Definition of E-Government (2/2)
Traditionally, the interaction between a citizen or business and a government agency took place in a government office.
With emerging information and communication technologies it is possible to locate service centers closer to the clients.
Such centers may consist of: an unattended kiosk in the government agency, a service kiosk located close to the client, or the use of a personal computer in the home or office.
Analogous to e-commerce, which: allows businesses to transact with each other more efficiently (B2B) and brings customers closer to businesses (B2C),
e-government aims to make the interaction between: government and citizens (G2C), government and business enterprises (G2B), and inter-agency relationships (G2G)
more friendly, convenient, transparent, and inexpensive http://web.worldbank.org/...702586,00.html
Andja Komšo 5 ©2007 HERMES SoftLab
eUprava za boljšo upravo
We are here to serve to governed not the governing.
eGovernment: More than automated government
eGovernment is more about government
than about “e”…
Andja Komšo 6 ©2007 HERMES SoftLab
(elektronski) poslovni modeli Globalno povezovanje
HKOM
Internet
CCN
DURS
Organizacija
Državljan
EC
Državna organ
Mesta
EU-DU-dr.24
EU-DU-dr.1
Ne-EU organizacija
Andja Komšo 7 ©2007 HERMES SoftLab
One-stop-shop modeli
zavezanecDURS
EU-DU-dr.24
EU-DU-dr.1
Državni organ
Andja Komšo 8 ©2007 HERMES SoftLab
Brezpapirno davčno poslovanje
eVAT: obdavčitev EC v EU
R.3.
Potrdilo o
registraciji
R.1.
Prijava za
registracijo R.2.
Obvestilo ostalim
EU članicam
O.1.
Kvartalni obračun
DDV
P.1.
Plačilo DDV
P.2.
Informacija o
obračunu
P.2.
Prenos DDV
drugim članicam
EU
Ponudnik
e-Storitev
EU države
Andja Komšo 9 ©2007 HERMES SoftLab
Kompleksne integracije
Shengen
VIES
eVAT
TARIC
AFIS
Kazenska
evidenca
Andja Komšo 10 ©2007 HERMES SoftLab
Poenostavitev procesov Vlaganje dokumentov po pošti
Andja Komšo 11 ©2007 HERMES SoftLab
Poenostavitev procesov Vlaganje dokumentov osebno
Andja Komšo 12 ©2007 HERMES SoftLab
Poenostavitev procesov Interaktivno elektronsko poslovanje
Andja Komšo 13 ©2007 HERMES SoftLab
Poenostavitev procesov Čisto elektronsko poslovanje
Andja Komšo 14 ©2007 HERMES SoftLab
Poenostavitev procesov Klasični proces
Davčni obračuni: Proces izpolnjevanja, dostave in kontrole
Operativni centerZunanji
tiskarDavčni urad Pošta Zavezanec
Tiskanje
obračunov
Dostava
obračunov
Vnos
podatkov
Arhiviranje
Priprava
obračunov
Dostava
obračunov
Izpolnjevanje Pošiljanje
Priprava
informacij
Prejem
razpakiranje
Evidentiranje
in razvrščanje
DA
Kontrola
predložitve
obračuna
Priprava
pozivov
Tiskanje
pozivov
Dostava
pozivov
Prejem
poziva
PravilnoPriprava
pozivaNe
Prejem
poziva
Dostava
poziva
priprava
popravka
obračuna
Plačano NEPriprava
poziva
Prejem
poziva
Dostava
poziva
Kontrola
pravilnosti
Kontrola
plačila
DA
Nakup
obrazca
Andja Komšo 15 ©2007 HERMES SoftLab
Na ePoslovanju temelječ proces
Davčni obračuni: Proces izpolnjevanja, dostave in kontrole
Operativni centerZunanji
tiskarDavčni urad Pošta Zavezanec
Tiskanje
obračunov
Dostava
obračunov
Vnos
podatkov
Arhiviranje
Priprava
obračunov
Dostava
obračunov
Izpolnjevanje Pošiljanje
Priprava
informacij
Prejem
razpakiranje
Evidentiranje
in razvrščanje
DA
Kontrola
predložitve
obračuna
Priprava
pozivov
Tiskanje
pozivov
Dostava
pozivov
Prejem
poziva
PravilnoPriprava
pozivaNe
Prejem
poziva
Dostava
poziva
priprava
popravka
obračuna
Plačano NEPriprava
poziva
Prejem
poziva
Dostava
poziva
Kontrola
pravilnosti
Kontrola
plačila
DA
Nakup
obrazca
Andja Komšo 16 ©2007 HERMES SoftLab
Prehod na ePoslovanje: za državljane
Andja Komšo 17 ©2007 HERMES SoftLab
Prehod na ePoslovanje: za podjetja
Andja Komšo 18 ©2007 HERMES SoftLab
Obnašanje strank se spreminja
Čet: 25.395
20%
Pon:24.893
19%
Ned:4.822
4%
Sob:4.801
4%
Pet:17.796
14%
Sre: 27.557
21%
Tor: 23.475
18% AC-NLB; 22274;
17%
PoSTArCA; 2710;
2%
Halcom-CA; 5874;
5%
SIGEN-CA; 51035;
39%
SIGOV-CA; 47343;
37%
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
DelZak-SN 888 5514 7247 8201
DDV-O 4365 3390 4108 5699
Jan Feb Mar Apr
0
500
1000
1500
2000
2500
3000
3500
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23
Doh-Odm
DelZak-SN
DDV-O
EDP-Pog
NF-Priloga
EDP-PI
DOD-DDPO
DDD-DDD
KP-KPD
VIES-KP
EDP-PogHal
Doh-KDVP
NF-PrevZav
NF-PrevZavR
NF-Storno
VIES-PrevR
VIES-Prev
EDP-Pri
DDV-P2
EDP-Del
DDV-Izv
Obv-DZ
Andja Komšo 19 ©2007 HERMES SoftLab
Primer eRašitve elektronsko davčno poslovanje
Enotno okno za poročanje
Osnovne sestavine
Uporabniki, uporabnost i uporaba
eStoritve
Sofisticirana varna rešitev
Zakaj ni več uporabljena
Andja Komšo 20 ©2007 HERMES SoftLab
Enotno okno za poročanje
Interni IS
Referent
Delovni
inšpektor
Andja Komšo 21 ©2007 HERMES SoftLab
Modularnost sistema
Rešitev aplikacije EDP je razgrajena po logičnih sklopih po tipu odjemalcev/uporabnikov:
Open Web Portal (Javni portal): splošni (javni) del EDP portala, dostopen vsem uporabnikom spleta
Personal Web portal (Osebni Portal): varni del EDP portala, dostopen le z uporabo digitalnih potrdil
Web services (SOAP API): varni del EDP portala (podobno kot Personal Web portal), le da gre tu za odjemalce spletnih storitev
Custody Module (Skrbniški modul): varni del EDP portala, namenjen administratorjem sistema in skrbnikom
Andja Komšo 22 ©2007 HERMES SoftLab
Personalizacija Za vse uporabnike
Citizens
Account Services Companies
TaxAdm officer
TaxAdm Custodian
TaxAdm HelpDesk
SW Companies
Other Gov.Bodies
Non-EU VAT users
Andja Komšo 23 ©2007 HERMES SoftLab
Za vse vrste digitalnih potrdil
100.000+ digitalnih potrdil
2001
2001
2003
1999
1999
2003
Andja Komšo 24 ©2007 HERMES SoftLab
Davčni obrazci
Andja Komšo 25 ©2007 HERMES SoftLab
Postopek prve prijave
http://edavki.durs.si [email protected]
eDavki.durs.si
Registracija
Naprej na Prvo prijavo
Andja Komšo 26 ©2007 HERMES SoftLab
Postopek prve prijave
http://edavki.durs.si [email protected]
Prva prijava
Andja Komšo 27 ©2007 HERMES SoftLab http://edavki.durs.si [email protected]
Postopek prve prijave
Varnostna koda
Podpis
Andja Komšo 28 ©2007 HERMES SoftLab http://edavki.durs.si [email protected]
Postopek prve prijave
Vstop
Andja Komšo 29 ©2007 HERMES SoftLab http://edavki.durs.si [email protected]
Skrbniški portal
Andja Komšo 30 ©2007 HERMES SoftLab
Kako e-Davki delujejo ? Napoved za dohodnino
Portal
Osebni podatki Izbira
obrazca
Opis postopka
Obrazec za odmero
dohodnine
Podpis zahtevka Konec
Andja Komšo 31 ©2007 HERMES SoftLab
Varnost na prvem mestu
Napredni IT standardi za G2G, G2B, G2C:
XML 1.0
www.w3.org/TR/wdsl
www.w3.org/TR/soap
PKI
XML Digitalno potrdilo (X.509v3)
Time stamping
Večnivojske požarne pregrade
SSL
Pametne kartice, strojno šifriranje
Protivirusna zaščita
Zaščita proti avtomatskim Trojanskim konjem
Sistem detekcije vsiljivcev
Visoka razpoložljivost (99%)
• Identifikacija uporabnika
• Identifikacija strežnika
• Zaščitena internetna
povezava
• Preverjanje celovitosti
podatkov
• Podpisovanje podatkov
• Časovni žig
• Neizpodbitnost dejanj
• Beleženje dogodkov
• Varnost strežnikov
Osebna odgovornost
Andja Komšo 32 ©2007 HERMES SoftLab
Infrastruktura javnih ključev (PKI)
Kvalificirano
digitalno
potrdilo
Overitelji
SIGEN, SIGOV, SI-TSA | AC NLB | POŠTA®CA | Halcom-CA
Davčna uprava Republike Slovenije
PORTAL
HSM - strojni
kripto-modul
Kvalificirano
digitalno potrdilo
Prevzem potrdila
2
1
3 4
Andja Komšo 33 ©2007 HERMES SoftLab
Podpisovanje in žigosanje
Izdajatelj varnih
časovnih žigov
CVI SI-TSA
Davčna uprava Republike Slovenije
PORTAL
DURS
elektronsko
podpiše
potrditev
prejema
Oddaja
podpisanega
obrazca
SI-TSA doda
časovni žig
Digitalna
povratnica –
potrdilo o
oddaji
Priprava
obrazca
Davčni z.
elektronsko podpiše
obrazec z digitalnim
potrdilom
1
2
3
4
5
6
Andja Komšo 34 ©2007 HERMES SoftLab
Tehnični pogled Podpisovanje eDokumenta
1. Start signing doc on a form 2. Create XML from form data
5. Generating XML, XSLT -> HTML 4. Prepare XSLT & XML to sign
3. Hash for integrity4a. Generating gif security code
7. Submit (commit) signing a doc
8. Sign a doc
16. Doc successfuly signed
6a. Enter Gif code
6. Preview of document
8a. Verify entered security gif code
9. Verify integrity of doc
13. Time stamp of a doc
10. Verify sign
11. Generate receipt
12. Server sign of receipt
14. Save Time stamp
15. Save doc
Client Sign component Web farm Application
server farmTSA
Andja Komšo 35 ©2007 HERMES SoftLab
Tehnični pogled...
Arhitecture...
3 tier
MS .Net
ActiveX and Applet on client (sign)
.Net remoting between tiers
Web & App Server Farms
Legacy systems & other integrations
EDP Database server
Application server farm
Web farm
Client
EDP Secure
Portal
EDP SM GUI EDP SOAP EDP e-MAIL
EDP Server Interfaces
Business Objects EDP Business Objects SM
ASPx Web Services SMTP GW
.NET remoting client
B2B Objects
Data Access LayerIntegration
Database
DIS Databases & Applications
Infra
stru
ctur
e (lo
ggin
g, s
ecur
ity, …
) Com
mon
Dat
a D
efin
ition
s
EDP Server Object Factory
.NET remoting Server
EDP Public Portal
Syncronization
process
.NET remoting
Server
RDZCVI database
CVI CRL
sign crypt
Session Database
ServerDatabase
Andja Komšo 36 ©2007 HERMES SoftLab
Tehnični pogled
Arhitecture
Apache “Trusted Gateway”
– HP-UX, IDS system – SSL session endpoint – Proxy for requests to
Web farm Clustering Services IIS 6.0 MS SQL Server 2000 MS ASP.NET MS Windows Server 2003 MS BizTalk Server 2004
– Integration to BackOffice
Yukon (beta) – Replication BackOffice
Oracle 2 MS SQL Network Load balancing
Test Web
server
Trusted Web
Gateway
MS SQL Cluster
Application Servers Farm
MS SQL Cluster
Web Farm Web servers
INTERNET
HTTPS
HKOMHTTPS
PF&NAT
DURS<->HKOM
IP flow
Application servers
Test Web
server
Trusted
Gateway
HTTPS
Test Application
server
HTTP
HTTP HTTP
HTTP
Application
Servers Farm
Legacy
systems and
other
integrations
Web Farm
IPSEC, TDS, HTTP
FW-HA
DURS
HTTP
IPSEC, TDS,
HTTP
Management Console
HTTPS
IDIS, RDZ, Translation Tables, ...
FW HKOM
Redundand Link
Andja Komšo 37 ©2007 HERMES SoftLab
Statistika
16.846 23.807
DDV-O
71.877
DelZak-SN
96.691
35.850
DDV-O
89.505
REK-1
0
50000
100000
150000
200000
250000
300000
L2003 L2004 L2005 L2006n
Z <1000 skupaj
DelZak-SN
DDD-DDD
NF-Priloga
NF-Storno
REK-3a
REK-2a
REK-1d
REK-1
VIES-Prev
VIES-PrevR
VIES-KP
DDV-O
DOD-DDPO
KP-KPD
Doh-Odm
Andja Komšo 38 ©2007 HERMES SoftLab
Statistika e&p vlaganje dokumentov
0
10.000
20.000
30.000
40.000
50.000
60.000
70.000
80.000
2003-1
0
2003-1
1
2003-1
2
2004-1
2004-2
2004-3
2004-4
2004-5
2004-6
2004-7
2004-8
2004-9
2004-1
0
2004-1
1
2004-1
2
2005-1
2005-2
2005-3
2005-4
2005-5
2005-6
2005-7
2005-8
2005-9
2005-1
0
2005-1
1
2005-1
2
2006-1
2006-2
2006-3
2006-4
pDDV
eDDV
Andja Komšo 39 ©2007 HERMES SoftLab
Statistika 2006 vlaženi dokumenti
0 20.000 40.000 60.000 80.000 100.000 120.000 140.000
DDV-O
REK-1
Doh-Odm
NF-Priloga
EDP-PE
EDP-Pog
REK-1d
EDP-PI
REK-3a
DOD-DDPO
KP-KPD
VIES-KP
REK-2a
REK-3b
EDP-PogHal
Ostalih 27 Skupaj
Oddanih v 2006
Andja Komšo 40 ©2007 HERMES SoftLab
eGovernment Action Plan roadmaps
The European Commission in co-operation with the Member States has finalised the roadmaps for the action plans on Pan-European Electronic Identity Management, Electronic Procurement and Inclusive eGovernment.
In view of the continuous and fast evolution in these areas, we shall conduct an annual revision of these roadmaps.
Electronic Identity Management
Electronic Procurement
Inclusive eGovernment
Andja Komšo 41 ©2007 HERMES SoftLab
(1/2)
Andja Komšo 42 ©2007 HERMES SoftLab
(2/2)
Andja Komšo 43 ©2007 HERMES SoftLab
Problematika
Poslovni subjekti (podjetja in posamezniki) redno poročajo podobne ali enake (iste) podatke na več javnih organizacij/inštitucij (DURS, AJPES, ZPIZ, ZZZS, ZRSZ, SURS, MDDSZ...)
Poleg tega podjetja iz nekaterih panog poročajo še drugim državnih organizacijam.
Kaj so ključni problemi pri tem:
Večkratno poročanje in celo zagotavljanje podatkov, ki so že na voljo v upravi
Zaradi časovnih zamikov pri poročanju se podatki med seboj razlikujejo
Podatki se podvajajo – nikjer ni ažurnega referenčnega stanja
Prejemniki podatkov prejete podatke dodatno medsebojno izmenjujejo
Poročanje poteka večinoma papirno, čeprav so vsi podatki pri podjetjih že v nekem internem informacijskem sistemu
Andja Komšo 44 ©2007 HERMES SoftLab
Kako bi jo lahko rešila eUprava Enotni državni portal
Predlog:
Uvesti enkratno poročanje državi, ki naj si podatke interno deli
Zmanjšati število točk za korespondenco (poročanje in informiranje) - SEW
Podatke zbrati le enkrat in uporabiti večkrat
Omogočiti osebni nadzor
Andja Komšo 45 ©2007 HERMES SoftLab
eUprava.SI: Ključni segmenti?
Davki - eTaxes
Zdravstvo – eHealth
Kartica zdravstvenega zavarovanja
Registracija poslovnih subjektov
eVEM
ePoslovanje
Javne nabave
Računi
Elektronske identifikacije
Osebna izkaznica
Biometrični potni listi
Andja Komšo 46 ©2007 HERMES SoftLab
Kaj eUprava je/ni!
Uradne ure ob sobotah?
Na dom dostavljena napoved za dohodnino?
VIDA – davčna asistentka?
Podaljšanje prometnega dovoljenja tako kot je zdaj?
Registracija podjetnika v nekaj dneh?
Andja Komšo 47 ©2007 HERMES SoftLab
Online availability of Public Service: How is Europe Progressing?
Andja Komšo 48 ©2007 HERMES SoftLab
Online availability of Public Service: How is Europe Progressing?
Andja Komšo 49 ©2007 HERMES SoftLab
eUprava.SI: Na kateri stopnji je
eServices for Businesses
0 1 2 3 4 5
1. Social contributions for employees
2. Corporation Tax: declaration, notification
3. VAT: declaration, notification
4. Registration of a new company
5. Submission of data to statistical offices
6. Customs declaration
7. Environment-related permits
8. Public procurement
Stages Reached
eGovernment Factsheet - Slovenia - eServices for Businesses
Availability and sophistication of eServices for Businesses
Last updated: November 2006
eGovernment Factsheet - Slovenia - eServices for Businesses
Availability and sophistication of eServices for Businesses
Last updated: November 2006
eGovernment Factsheet - Slovenia - eServices for Businesses
Availability and sophistication of eServices for Businesses; Last updated: November 2006
Andja Komšo 50 ©2007 HERMES SoftLab
eUprava.SI: Na kateri stopnji je
eGovernment Factsheet - Slovenia - eServices for Citizens
Availability and sophistication of eServices for Citizens; Last updated: November 2006
eGovernment Factsheet - Slovenia - eServices for Businesses
Availability and sophistication of eServices for Businesses
Last updated: November 2006
eGovernment Factsheet - Slovenia - eServices for Businesses
Availability and sophistication of eServices for Businesses
Last updated: November 2006
eServices for Citizens
0 1 2 3 4 5
1. Income Tax Declaration
2. Job Searches by labour Offices
3. Social Security benefits
3.a. Unemployment Benefits
3.b. Family allowances
3.c. Medical costs (reimbursement or direct
3.d. Student grants
4. Personal Documents
4.a. Passport
4.b. Driving License
4.c. Car registration (new, used and imported cars)
6. Application for Building Permission
7. Declaration to the Police
8. Public Libraries
9. Certificates (birth, marriage) Request and Delivery
10. Enrolment in Higher Education
11. Announcement of moving (change of address)
12. Health-related services (e.g. appointments for
Stages Reached
Andja Komšo 51 ©2007 HERMES SoftLab
Online availability of Public Service: How is Europe Progressing?
Andja Komšo 52 ©2007 HERMES SoftLab
Online availability of Public Service: How is Europe Progressing?
Andja Komšo 53 ©2007 HERMES SoftLab
IDABC: EU aktualno
Andja Komšo 54 ©2007 HERMES SoftLab
IDABC: EU.SI aktualno
Andja Komšo 55 ©2007 HERMES SoftLab
Kaj so koristi uvedbe eStoritev?
Za koga Katere koristi
Za upravo o zmanjšani stroški o povečani prihodki o povečana uspešnost o povečana učinkovitost o izboljšana dostopnost in servilnost o skrajšano trajanje procesa
Finančene koristi za odjemalce storitev
o skrajšan čas za uporabnike o znižani stroški za državljane o znižani stroški za podjetja o znižani stroški za posrednike o nove priložnosti za posrednike, državljane in podjetja za drugačne dohodke o koristi pridobljene s premikanjem vzvodov od uprave na uporabnike ter z integracijo
in večjo učinkovitostjo
Socialne koristi
o prispevek k kvalitetnejšemu življenju državljanov, podjetij in posrednikov, ki jih je težko finančno ovrednotiti
o boljša informiranost na osnovi enostavneje dostopnih informacij o nove poslovne priložnosti zaradi integracije javnega in privatnega sektorja
Prispevek k širšim ciljem uprave
o večje izkoriščanje informacijske in komunikaciske tehnologije v informacijskem gospodarstvu vključujoč izboljšave na mikro-nivoju finančnega, gospodarskega in tehnološkega razvoja
o povečanje razpoložljivosti informacij in večja dostopnost uprave
Andja Komšo 56 ©2007 HERMES SoftLab
eGovernment Measurement Framework
Efficiency
Effectiveness
Governance
Efficiency
Effectiveness
Governance
reduced admin. burden
increased user value & satisfaction
more inclusive public services
reduced admin. burden
increased user value & satisfaction
more inclusive public services
cashable financial gains
better empowered employees
better organisational and IT architectures
cashable financial gains
better empowered employees
better organisational and IT architectures
Transparency and accountability
Openness and participation
inter-operable administrations
Transparency and accountability
Openness and participation
inter-operable administrations
financial
organisational
social (users)
participatory (political)
Public Value
financial
organisational
social (users)
participatory (political)
financial
organisational
social (users)
participatory (political)
Public Value
Net of Costs
Set-up
Design plus R&D
HRW & SWR
change MGMT
take-up launch
Provision
management
personnel
ongoing training
Maintenance
HRW & SWR
Upgrades
Monitoring
take-up support
Net of Costs
Set-up
Design plus R&D
HRW & SWR
change MGMT
take-up launch
Provision
management
personnel
ongoing training
Maintenance
HRW & SWR
Upgrades
Monitoring
take-up support
Cristiano Codagnone,
eGEP Project Manager
Andja Komšo 57 ©2007 HERMES SoftLab
Measurement indicators restricted template: first run
In short-listing indicators we are striving to maximise relevance, while minimising the cost of gathering data, and at the same time ensuring comparability
Benchmarking% in usage of inclusion related e-services
Bench-learning% in administrations using common eID
Benchmarking% in two-ways interaction with users
Benchmarking% in transparency and accountability score
Governance
Benchmarking% eGovernment users satisfaction index
Benchmarking% in time saved by citizen&business
Effectiveness
Bench-learning% in overhead costs (paper, print, postage)
Bench-learning% in K€ Full Time Equivalent gains
Bench-learning% in throughput in a given time period
Efficiency
Best fit forIndicatorsDrivers
Benchmarking% in usage of inclusion related e-services
Bench-learning% in administrations using common eID
Benchmarking% in two-ways interaction with users
Benchmarking% in transparency and accountability score
Governance
Benchmarking% eGovernment users satisfaction index
Benchmarking% in time saved by citizen&business
Effectiveness
Bench-learning% in overhead costs (paper, print, postage)
Bench-learning% in K€ Full Time Equivalent gains
Bench-learning% in throughput in a given time period
Efficiency
Best fit forIndicatorsDrivers
Cristiano Codagnone,
eGEP Project Manager
Andja Komšo 58 ©2007 HERMES SoftLab
Public Sector
share of GDP
GDP
Growth
Public Sector Labor
Productivity
= labour productivity of the public sector
= overall number of public sector employees.
Private Sector Labor
Productivity
Investments
attraction
PS
PS
NGDP
PSπ
PSN
PSπ
eGovernment Measurement The Economic Impact of eGovernment
Cristiano Codagnone,
eGEP Project Manager
1 PSPSPS NGDP * , where PS stands for labour productivity of the public sector, and
PSN represents the overall number of public sector employees.
1 *
PS
PSPS
N
Y , where PSY represents a measure of the output generated by public sector, in
monetary terms, and *
PSN is the measure of those employees who are directly referred to
the development of eGovernment programs (i.e. in terms of organisational units).
Andja Komšo 59 ©2007 HERMES SoftLab
eGovernment Measurement The Productivity in Public Sector
Cristiano Codagnone,
eGEP Project Manager
The final equation for the productivity in the public sector will be the following:
tjnttpjntcpjntswjnthw
tttPSntegovntPSPStPS
lirshtfEEEEe
ASVUASCULdPWcYb
)(,,,,
1,,,,
Andja Komšo 60 ©2007 HERMES SoftLab
Productivity in service of users: the efficiency-effectiveness impact
Re-organisation plus online tax return (*):
fewer employees (6,000) handle 5% more files
10 building closed (20 mln € saving)
Waiting times for tax refund reduced by 50%
2 mln taxpayers save 150 € per year (steady increase in users satisfaction score)
Re-organisation plus online companies registration:
Company founding per hours went up 337% (*)
Waiting times went down from 37 to 16 days (*)
Hours needed for routine tasks went down 50% (**)
FTE gain went to new value added activities and development projects
Example from Italy Example from Denmark
(*) 1996-2003 due also to re-organisation
(**) 2000-2003 due only to online registration (*) 1998-2001 change over completed; comparison
baseline 2000-2004 Cristiano Codagnone,
eGEP Project Manager