Experience and strategy of Spain in eGovernment: three keys to sucess, the basis for next steps


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Experience and strategy of Spain in eGovernment: three keys to sucess, the basis for next steps

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Experience and strategy of Spain in eGovernment: three keys to sucess, the basis for next steps

  1. 1. Experience and strategy of Spain in eGovernment: three keys to sucess, the basis for next steps 12th European Conference on e-Government (ECEG 2012), 15 June 2012 Miguel A. AmutioOpeningGood morning, Ladies and Gentlemen,I appreciate very much the invitation of ECEG 2012 to speak here today.My talk is about the experience and strategy of egovernment in Spain.In particular, I will identify the three keys to sucess up till now, and wewill see whats happening now, and the next steps.Did you know that … Facts and figuresFirst of all, let´s see some facts and figures that deserve to be know.During the last decade, the Spanish Government and all publicadministrations have made a large effort to build eGovernment.The outstanding facts are that the right of the citizens to interact with publicadministrations by electronic means is recognized by law and that there is awide offer of services available as evidenced by the assessment of thecitizens.The following facts and figures explain why we are here today: • First of all, eGovernment services in Spain are provided in aMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 1
  2. 2. complex scenario which involves the interaction of the General State Administration, 17 regional governments and 2 autonomous cities, plus over 8,000 municipalities; together with the relationships with EU institutions and agencies and other Member States. • 90% of the services provided by the central Government and 78% by the regional Governments1 are available online. • Spain also scores high in: ◦ Full available public services ◦ Online sophistication ◦ Usability ◦ User satisfaction ◦ Accessibility • According to the European Commission, Spain is above the European average in eGovernment with 95% of full online available public services (out of 20 measured services); 8Th of 32 countries. • Furthermore, the online sophistication of public services reaches 98% in the European context. • Spain’s eServices score 91% on usability and 90% on user satisfaction monitoring. • We have recently received an UN award; and there are other awards and recognitions: UN award: 2012 United Nations Public Service Award, 2nd place, category of “Improving the Delivery of Public1 Fundación Orange (2011), eEspaña ReportMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 2
  3. 3. Services” for the initiative “Total Citizen Access to Public Services”Did you know that … Facts and figuresThe context of eGovernment Services - European UnionFurthermore there has been a series of strategic plans aligned with EUpolicies, acts and action plans.All of them aimed at providing the best possible service and increasingthe efficiency of the public administration by using ICT technologies.Why have we achieved these results … Three keys to success(1) The legal frameworkWe have a sound and comprehensive legal framework for eGovernment,oriented to implement the legal safeguards that exist in the real world tothe virtual world.This legal framework provides legal certainty.[Lets remember that] the core of administrative services have to do with theexercise of rights and the fulfilment of obligations.The legal framework has a direct impact in eGovernment quality ofservice as well as in the perception of the citizens and, at the same time,as a driver of the digital society.The OECD highligths the legal framework as an important aspect ofeGovernment readiness.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 3
  4. 4. The great achievement is the Law 11/2007 on electronic access to publicservices for citizens, published on 24 June 2007.Its aim is to enhance efficiency by doing away with the need to presentpaper documents to authorities, to promote “closeness to the citizen andadministrative transparency” and to contribute to the development ofeGovernment.The eGovernment Law establishes the basic principles for the use of ITin the relationships between citizens and the Government, but alsoamong (central, regional and local) Governments.So this Law regulates: • (1) a number of principles and rights, The main one is right to interact with Public Administration by electronic means, i.e. to conduct their administrative business by electronic means on a 24-hour basis any day of the year. In consequence there is an obligation of public administrations to enable electronic access to their services. • (2) the main elements of the administrative procedure by electronic means: e-registry, e-site, e-identification and authentication, notifications and communications, e-document, e-file, e-archive • (3) the cooperation between public administrations, there is a title on this question,The law 11/2007 has been developed with lower level legal instrumentosto deal with more specific aspects which allow that the right of thecitizens to interact by electronic means with public administrations mayMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 4
  5. 5. be a reality.In particular, the article 42 creates the National Security Framework andthe National Interoperability Framework.These frameworks are the result of a collective effort of all publicadministrations and also of the Industry through their mainassociations.Additionally an action plan was approved in December 2007 to enable theimplementation of the provisions of the Law 11/2007 by all bodies of theGeneral State Administration. It defined a set of specific actions necessary toensure the effective and efficient implementation of the Law that wouldenable the development of new services and enhance interoperability in theexisting ones.(1) The legal framework: the National Security FrameworkInformation and services on electronic means are exposed to potentialrisks from the threat of malicious or illegal actions, errors or failures andaccidents or disasters.And Public Bodies are interconnected and interdependent; informationand services cannot be secured by partial approaches. There is a needfor a comprehensive framework to address security.We, as citizens, expect that eGoverment services are provided underconditions of trust and security comparable to those we find when we gopersonally to the offices of the Administration.The Spanish NSF is a legal text, Royal Decree 3/2010, which develops theMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 5
  6. 6. provisions about security foreseen in the eGovernment Law. It establishesthe security policy for eGovernment services. It consists of the basicprinciples and minimum requirements to enable adequate protection ofinformation, to be followed by all Public administrations in Spain.The Security Framework introduces common security elements applicableto eGovernment services and it is in the service of the right of citizens tointeract electronically with their government. • To create the necessary conditions of trust and interoperability, through measures to ensure IT security for the exercise of rights and the fulfillment of duties through the electronic access to public services. • To facilitate the continuous management of security, regardless of the impulses of the moment or lack thereof. • To facilitate an homogeneous approach to security. • To provide common languange, concepts and elements of security interoperability, helpful: ◦ to provide guidance to Public Administrations in the implementation of ICT security, ◦ to enable cooperation between Public Administrations to deliver eGoverment services • To facilitate the communication of security and interoperability requirements to the Industry. Surely, it is easy to imagine what this means in terms of calls for tenders, technical specifications, predictive offer. The Industry finds all Public Administrations speaking the same language. • And, why not? to stimulate the IT Industry. AMETIC, the multi-sector partnership of companies in the fields of electronics of Spain, telecommunications and digital content, is collaborating to promote the adoption of the NSF.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 6
  7. 7. (1) The legal framework: the National interoperability FrameworkCooperation between all Public Administrations is essential to provideservices to citizens and guarantee their right to communicate electronicallywith them. And there are many actors involved, from local to European Union,including citizens.But cooperation requires the right conditions, that is, it must have whatis called interoperability, which should embrace all aspects of interactionbetween organizations, whether legal, organizational, semantic and technical.The Spanish National Interoperability Framework is also a legal text,Royal Decree 4/2010, which develops provisions about interoperability statedin the eGovernment Law; and it is applicable to all public administrations inSpain.This legal approach to implement the NIF embeds interoperabilityrequirements in the legal framework of administrative procedure andeGovernment, thus configuring an integrated coherent and comprehensiveapproach.It has the aim of creating the necessary conditions to ensure anadequate level of organizational, semantic and technical interoperabilityof systems and applications used by Public Administrations, in theservice of the exercise of rights and the fulfillment of duties through theelectronic access to public services; it also pursues providing benefits interms of effectiveness and efficiency.In order to create such conditions, the NIF introduces common elements toguide the action of the Public Administrations regarding interoperability.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 7
  8. 8. Particularly, the NIF introduces the following main elements: the NIFspecifically addresses requirements in relation to the implementation ofinteroperability principles, levels, agreements and governance, plus otherissues related to interoperability, such as the interoperability dimensions,standards, common infrastructures and services, reuse, esignature,eDocuments.The NIF takes into account the European context andrecommendations; it is aligned with the EIS and the EIF; andsystematically refers to the linking of the interoperability instruments ofSpain with the equivalent ones in the EU environment.The NIF is extended through a number of technical interoperabilityregulations which develop specific requirements necessary to guarantee themore practical and operational aspects of interoperability between publicadministrations, agencies and citizens.Some of them have already been published in the Official Gazette in 2011(about issues like eDocument, eFile, Digization, Authentic Copies, eSignaturepolicy and certificates, connection to the administrative network ‘Red SARA’and the exhange of information between input/output registries).And others under development (Catalogue of standards, Brokering services,Semantic assets, eDocuments management policy, Reuse of publicinformation resources and compliance with the NIF) are to be published in2012.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 8
  9. 9. (2) Common infrastructures and servicesAn ecosystem of common infrastructures and services is available andgrowing, built to support the whole administrative procedure lifecycleas defined in our legal framework.These common infrastructures and services have legal support.They are enablers of the massive and full-implementation of e-services.There are agreements for the use of these services between National andRegional Govs.So new low-cost electronic public services are really easy to create. Thereare actions ongoing to extend and improve them and to add new ones.Common infrastructures and services are recognised to be relevantinstruments that contribute to the simplification and propagation ofinteroperability, and facilitate multilateral interactions.The development and extensive use of a series of infrastructure andcommon services that the General State Administration offers, for free,to all Public Administrations, has greatly facilitated interoperabilitybetween them. This approach contributes to service quality and allows toprovide many more services, more channels and better quality andmanagement parameters at much lower cost.There is a call to public administrations in the NIF to link theirinfrastructures and services to those ones provided by the GeneralState Administration. In particular there is a call to public administrations tolink their networks with the administrative communications platform providedby Red SARA to facilitate exchanges of information and services betweenMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 9
  10. 10. them and with the EU.Some relevant common infrastructures and services are the following: • Communications platform: Red SARA allows the interconnection of the Spanish Public Administrations enabling the cooperation and the exchange of information and services between them as well as with the EU and other Member States through the link with sTESTA. It is evolving to become a cloud of services (SARA Cloud). • Electronic identification, authentication and signature: ◦ National eID card – DNIe : The national eID card makes it possible to digitally sign elec-tronic documents, identify and authenticate citizens in a secure digital environment. ◦ @firma: National platform for electronic signatures creation/ validation as well as for time stamping services. • Intermediation services: SVD is intended to simplify administrative procedures, so that citizens or businesses do not have to deliver data or documents already held by public authorities, and to reduce fraud in applications and related procedures. • ‘060 Network’ provides citizens and businesses with a unique multi- channel and a key entry point to the administrative services. Three channels: local offices, ‘060.es’ web portal, telephone hotline number ‘060’. Contact points for entrepreneurs have been incorporated in the ‘060’ network of integrated offices. • Service Directive Point of Single Contact EUGO.ES: This website is the Point of Single Contact of the Services Directive(SD) in Spain.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 10
  11. 11. • eNotifications allows citizens and businesses to receive free online administrative notifications and correspondence in the Electronic Administrative Address. eGovernment Law, article 28. Approximately 2.27 M eNotifications sent in 2011. The Ministry of Finance and Public Administrations owns the service and its provider is the state-owned public company Sociedad Estatal Correos y Telégrafos. • eGovernment pack: Aimed to provide the basic elements for the implementation of eGovernment services to administrative units (whatever the tier it belongs) It includes 4 building blocks: ▪ ORVE: Register for face-to-face application. ▪ ACCEDA: Register for e-channel applications, includes CMS for a basic website ▪ PORTAFIRMAS: Corporative eSignature application. ▪ INSIDE: eFile ▪ + a Portal for local entitiesMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 11
  12. 12. (2) Common infrastructures and services - Reuse of Public Sector InformationThere has also been an effort in relation to the reuse of public sectorinformation with the creation of: • Legal basis • Instruments • Communities • Creation of a culture of reuseMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 12
  13. 13. (3) Strong collaborationStrong collaboration has contributed to the development of eGovernment.eGov is the result of a collaborative effort with the participation of allPublic Administrations (General State, Regional, Local, Universities, Justice),[plus the opinion of Industry through their main associations].There is an strcuture of committees and working groups to articulate thiscollaboration.For instance, during the last five years more than two hundred experts ofPublic Administrations (with different profiles: ICT, legal, archives, etc...)have contributed to the elaboration and development of the NIF and theNSF es ; together with a wide number of experts who have contributed withtheir opinion through the main associations of ICT Industry.Now the Government needs to carry out cultural and organizational changes;this will require more intensive cooperation between stakeholdesengaged in the development of eGovernment.(3) Strong collaboration - The role of our DGOur DG has the leadership of coordinating eGovernment committees forcollaboration together with a catalogue of competences in relation toadministrative organization, services, procedures, quality of regulations,promotion of eGovernment, promotion of the access of the citizens to publicservices, and development of systems to support the management of humanresources.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 13
  14. 14. (3) Strong collaboration – European UnionCollaboration also takes part in the EU context where we apply thefollowing strategies: • Early alignment with EU strategies. • Contribution and feedback. • (Re)Use of policies, results and products. • Common services of Spain are linked to the equivalent ones in the EU. • Participation in projects: ◦ LSP-CIP: STORK, STORK2, GEN6 ◦ Sectorial cross border services.We can use the approaches, architectures and complex solutions fromthe EU and our feedback is interesting in the complex Europeancontext.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 14
  15. 15. What is the situation now … Present socio-economiccontextSpain is struggling to go out of a deep crisis with high unemploymentrates, small credit availability which hinders the creation of small and mediumenterprises (SME’s) and high risk of poverty and exclusion of the population.This year the GDP has notably decreased, driving the country to recessionlevels.Furthermore, the unemployment reaches more than 22%, a figure difficultto sustain for a developed country, and far away of countries of ourentourage.Within the Government, budget has been severely reduced.It is more necessary that ever to advance in eGovernment and to optimizethe investments and resources in order to maintain the offer of quality publicservices.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 15
  16. 16. Room for improvementThere are solid grounds to keep on building eGovernment but there is someroom for improvement: • In the legal framework, to simplify procedures and support eGov. • In organizational structures to improve coordination. • In the design and promotion of use of eGov services. • In ICT procurement to achieve a better optimization of spending • In the use of ICT resources to reduce or eliminate redundancies and islands. • In the use of the possibilities offered by innovative ICT.Strategic Plan for eGovernmentA strategic plan that addresses all these issues and meets thecommitments of Spain with EU strategies is almost ready.This Strategic Plan for eGovernment 2012-15 sets strategic objectivesfor the Spanish Administration to continue the journey down this criticalcontext using all the transformational possibilities that ICT can provide.This plan builds on and extends the gains made through the eGovernmentLaw.It will be formally presented soon and it will be opened to opinion andparticipation.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 16
  17. 17. It addresses big challenges: 1. Adapt to fast changing needs and policies and contribute to general economic objectives of Spain. 2. Provide more and better cost-effective services in an scenario of budget constraint. 3. Reduce burdens and advance to a paperless government. 4. Optimize the use of resources. 5. Foster the open Government and maximise the value of the public sector information through its massive reuse.Aligned with EU policiesIt is inspired in the Malmö Declaration and outlines the way forward toimplement the European eGovernment Action Plan 2011-2015 on a nationalscale.The Strategic Plan for eGovernment will be involved in a more ambitiousstrategic iniciative, the Spanish Digital Agenda, which will set the strategicICT Spanish framework according to the Europe 2020 strategy and theEuropean Digital Agenda.The relationship between the Strategic Plan for eGovernment and theSpanish Digital Agenda will follow the model set by the relation between theEuropean eGovernment Action Plan 2011-2015 and the European DigitalAgenda.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 17
  18. 18. Some lines of action includedSimplification • eGov legal framework: reform of administrative procedure, adjustments to support eGov. • Reduce administrative burdens and simplify administrative procedures. • Cut red tape, so documents within Gov’s possession will not be asked to the citizens. • Promote the transparency of Administrative procedures. • Increase the use of public services by citizen and businesses.Rationalization • Reduce redundancies, overlapping and islands in ICT infrastructures and solutions. • Harmonize ICT procurement and Administration as a single client to great ICT providers. • Promote and extend shared services and arrange their sustainability. • Take advantage of ICT potential: cloud computing, mobile techn., eSignature, … • Design citizen-driven electronic services.Share, reuse and collaborate • Promote the reuse of resources and services.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 18
  19. 19. • Reinforce cooperation framework. • Reinforce the collaboration best practices.Some of these objectives are focused to improve user satisfaction andparticipation, others seek to achieve more operational efficiency for theGovernment under a cost-reduction policy and others are addressed to buildan open government. These goals materialise the main principles of theSpanish Government: transparency, democracy and efficiency.All of them show long term intent, and guide the ICT investment for the nextyears, being coherent with the Spanish economic context and the EuropeanAction Plan for e-Government 2011-2015.ConclusionsThe three keys for the success of development of eGovernment in Spain uptill now: • a sound and comprehensive legal framework, • the development of an ecosystem of common infrastructures and services with adequate legal basis, • and strong collaboration.The eGovernment Law approved in 2007 has been a major driver for thedevelopment of eGov.Spain has showed a great commitment to align with EU strategies.Now it is necessary to move to a more citizen-centric service delivery.Miguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 19
  20. 20. The new strategic plan introduces cultural and organizational changes inorder to have a more open and efficient Administration, to improve itsrelationship with citizens, and boost the cooperation.The key words of the new strategic plan are: simplify, rationalize andreuse: • Alignment with EU strategic plans. • Simplify procedures and reduce burdens. • Citizens and business in the center of eGov services. • Rationalize use of resources and structures. • Promote use of services.To know more about eGovernment in SpainHere we have some references for more information abouteGovernment and Spain: • The eGovernment legal package is available in English. • The ePractice factsheet of Spain provides a comprehensive overview of eGovernment in Spain. • The eGovernment Portal provides more information. • OBSAE • 060 web portalMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 20
  21. 21. Thank you very much for your attentionMiguel A. AmutioHead of AreaDG for Administrative Modernization, Procedures and the Promotion of eGovernmentMinistry of Finance and Public AdministrationsMiguel A. Amutio, ECEG 2012, Barcelona, 2012.06.15 21