Cross Roads Bank Belgium


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Cross Roads Bank Belgium

  1. 1. Crossroads Bank for Social Security: some further strategic orientations Frank Robben General manager Crossroads Bank for Social Security General manager Smals Sint-Pieterssteenweg 375 B-1040 Brussels E-mail: Frank.Robben @ Website CBSS: Personal website: icri /frobben CBSS Smals
  2. 2. Some further strategic orientations <ul><li>evolution towards a network of service integrators </li></ul><ul><ul><li>integrated service delivery via multisectoral value chains </li></ul></ul><ul><ul><li>re-use of basic services, components and authentic sources </li></ul></ul><ul><li>optimization of mutual consistency and quality of information in authentic sources </li></ul><ul><li>cooperation with new actors, e.g. </li></ul><ul><ul><li>regions and communities </li></ul></ul><ul><ul><li>instances delivering supplementary benefits based on the social security status of a person </li></ul></ul><ul><ul><li>tax administration </li></ul></ul><ul><ul><li>external prevention services </li></ul></ul><ul><ul><li>health care providers </li></ul></ul>
  3. 3. Towards a network of service integrators Internet Extranet region or commmunity FEDMAN Services repository FPS FPS FPS ASS ASS Services repository Extranet social sector ASS RPS RPS Services repository VPN, Publi-link, VERA, … City Province Municipality Services repository Service integrator (FEDICT) Service integrator (CBSS) Service integrator (Corve, Easi-Wal, …)
  4. 4. Some further strategic orientations <ul><li>re-use of the crossroads bank model in other sectors </li></ul><ul><ul><li>health care </li></ul></ul><ul><ul><li>justice </li></ul></ul><ul><li>new services for companies, e.g. </li></ul><ul><ul><li>E-box </li></ul></ul><ul><ul><li>optimized feedback mechanisms </li></ul></ul><ul><ul><li>maximal abolition of enquiries for statistical reasons </li></ul></ul><ul><ul><li>further simplification of declaration of social risks via further harmonization of basic concepts </li></ul></ul><ul><ul><li>simulation system for benefits in case of employment of a specific person </li></ul></ul><ul><ul><li>pan-european service for declaration of temporary or partial professional activities by foreign employees or self-employed persons on the territory of other countries </li></ul></ul>
  5. 5. Some further strategic orientations <ul><li>new services for citizens </li></ul><ul><ul><li>further automatic granting of benefits </li></ul></ul><ul><ul><li>after authentication via the electronic identity card </li></ul></ul><ul><ul><ul><li>electronic access to personal data, the processing status and the status of service delivery </li></ul></ul></ul><ul><ul><ul><li>access to career planning system </li></ul></ul></ul><ul><ul><ul><ul><li>information about possibilities of career planning </li></ul></ul></ul></ul><ul><ul><ul><ul><li>implication of choices made on the individual social and tax status </li></ul></ul></ul></ul><ul><ul><ul><li>access to loggings related to information exchanges </li></ul></ul></ul><ul><li>cooperation platform for social inspection services, with e.g. </li></ul><ul><ul><li>co-ordinated planning </li></ul></ul><ul><ul><li>risk analysis based on data mining </li></ul></ul>
  6. 6. eGovernment training/coaching: possible objectives and topics Frank Robben General manager Crossroads Bank for Social Security General manager Smals Sint-Pieterssteenweg 375 B-1040 Brussels E-mail: Frank.Robben @ Website CBSS: Personal website: icri /frobben CBSS Smals
  7. 7. Types of use of training/coaching <ul><li>instrumental use </li></ul><ul><ul><li>immediate valorization </li></ul></ul><ul><ul><li>answer to a concrete question </li></ul></ul><ul><li>conceptual use </li></ul><ul><ul><li>valorization in the long run </li></ul></ul><ul><ul><li>support to development of policy or strategy </li></ul></ul><ul><li>legitimating use </li></ul><ul><ul><li>legitimation of a proper position or proposal </li></ul></ul>
  8. 8. Useful topics <ul><li>expectations of stakeholders of eGovernment </li></ul><ul><ul><li>citizens </li></ul></ul><ul><ul><li>companies </li></ul></ul><ul><ul><li>political decision makers </li></ul></ul><ul><ul><li>intermediaries </li></ul></ul><ul><ul><li>interest groups </li></ul></ul><ul><li>possible objectives of eGovernment </li></ul><ul><ul><li>strategic: gains in effectiveness, user satisfaction, democracy, transparency, … </li></ul></ul><ul><ul><li>operational: gains in efficiency and productivity, cost reduction, … </li></ul></ul><ul><li>methods to set the objectives </li></ul><ul><ul><li>open co-ordination </li></ul></ul><ul><ul><li>co-ordinated planning </li></ul></ul><ul><ul><li>… </li></ul></ul>
  9. 9. Useful topics <ul><li>critical success factors </li></ul><ul><ul><li>political </li></ul></ul><ul><ul><li>organizational </li></ul></ul><ul><ul><li>process optimization or re-engineering </li></ul></ul><ul><ul><li>architectural and technical </li></ul></ul><ul><ul><li>legal </li></ul></ul><ul><ul><li>security and privacy protection </li></ul></ul><ul><ul><li>change management, training and coaching </li></ul></ul><ul><ul><li>cooperation between all stakeholders </li></ul></ul><ul><ul><li>user implication </li></ul></ul><ul><ul><li>multidisciplinary approach </li></ul></ul><ul><ul><li>project management </li></ul></ul><ul><ul><li>measurement and monitoring </li></ul></ul>
  10. 10. Useful topics <ul><li>good practices related to </li></ul><ul><ul><li>information management </li></ul></ul><ul><ul><ul><li>information modelling </li></ul></ul></ul><ul><ul><ul><li>unique collection and re-use of information </li></ul></ul></ul><ul><ul><ul><li>validation of information (information quality) </li></ul></ul></ul><ul><ul><ul><li>management of information </li></ul></ul></ul><ul><ul><ul><li>sharing of information </li></ul></ul></ul><ul><ul><ul><li>protection of information </li></ul></ul></ul><ul><ul><li>process optimization or re-engineering </li></ul></ul><ul><ul><li>governance structures with involvement of representatives of the stakeholders/users </li></ul></ul><ul><ul><li>financing </li></ul></ul>
  11. 11. Useful topics <ul><li>ICT-architecture </li></ul><ul><ul><li>layered, service oriented architecture </li></ul></ul><ul><ul><li>interoperability </li></ul></ul><ul><ul><ul><li>technical </li></ul></ul></ul><ul><ul><ul><li>syntactical </li></ul></ul></ul><ul><ul><ul><li>semantic </li></ul></ul></ul><ul><ul><ul><li>functional – processes – services </li></ul></ul></ul><ul><ul><ul><li>legal </li></ul></ul></ul><ul><ul><ul><li>organizational </li></ul></ul></ul><ul><ul><li>based on </li></ul></ul><ul><ul><ul><li>components </li></ul></ul></ul><ul><ul><ul><li>open specifications </li></ul></ul></ul><ul><ul><ul><li>open standards </li></ul></ul></ul>
  12. 12. Layered, service oriented architecture Basic services Applications Data Presentation Business services
  13. 13. Useful topics <ul><li>legal aspects </li></ul><ul><ul><li>standardization of legal concepts </li></ul></ul><ul><ul><li>basic principles relating to information management </li></ul></ul><ul><ul><li>information security and privacy protection </li></ul></ul><ul><ul><li>protection against ICT crime </li></ul></ul><ul><ul><li>unique identification keys </li></ul></ul><ul><ul><li>probative value of electronic information </li></ul></ul><ul><ul><li>electronic signature </li></ul></ul><ul><ul><li>equal access to public services </li></ul></ul><ul><ul><li>transparency of administrations </li></ul></ul><ul><ul><li>... </li></ul></ul>
  14. 14. Useful topics <ul><li>basic skills </li></ul><ul><ul><li>participation in policy making process </li></ul></ul><ul><ul><li>negotiation techniques </li></ul></ul><ul><ul><li>management of heterogeneous groups </li></ul></ul><ul><ul><li>communication with </li></ul></ul><ul><ul><ul><li>policy makers </li></ul></ul></ul><ul><ul><ul><li>business people </li></ul></ul></ul><ul><ul><ul><li>ICT people </li></ul></ul></ul><ul><ul><ul><li>lawyers </li></ul></ul></ul><ul><ul><li>program and project management </li></ul></ul><ul><ul><li>change management </li></ul></ul><ul><ul><li>measuring instruments </li></ul></ul><ul><ul><li>financial management </li></ul></ul>
  15. 15. Beyond training/coaching ? <ul><li>benchmarking </li></ul><ul><li>cooperation platforms </li></ul><ul><li>re-use of basic services </li></ul><ul><li>natural way to cooperative governance </li></ul><ul><li>basis for support in the own country </li></ul>
  16. 16. Benchmarking <ul><li>stimulation of development of metrics related to the own institution/sector/country </li></ul><ul><ul><li>cost and efficiency </li></ul></ul><ul><ul><li>quality </li></ul></ul><ul><ul><li>customer orientation </li></ul></ul><ul><ul><li>effectiveness </li></ul></ul><ul><ul><li>innovation </li></ul></ul><ul><li>comparison with metrics related to the best practices in the own country or other countries </li></ul><ul><li>as a basis for </li></ul><ul><ul><li>giving comparative account about the own performance </li></ul></ul><ul><ul><li>knowledge of strengths, weaknesses, opportunities and threats (SWOT-analysis) </li></ul></ul><ul><ul><li>permanent and structural improvements </li></ul></ul><ul><ul><li>evaluation of management and collaborators </li></ul></ul>
  17. 17. Cooperation platforms <ul><li>eGovernment is about integration </li></ul><ul><ul><li>integrated service delivery to citizens and companies </li></ul></ul><ul><ul><li>integrated policy support </li></ul></ul><ul><li>thus, need for cooperation between </li></ul><ul><ul><li>government institutions </li></ul></ul><ul><ul><li>government institutions, companies and citizens </li></ul></ul><ul><ul><li>government levels </li></ul></ul><ul><ul><li>countries </li></ul></ul><ul><li>multidisciplinary (see critical success factors) </li></ul><ul><li>based on </li></ul><ul><ul><li>shared objectives </li></ul></ul><ul><ul><li>co-ordination and division of tasks, rather than centralisation </li></ul></ul><ul><ul><li>trust and transparency </li></ul></ul>
  18. 18. Re-use of basic services <ul><li>reason </li></ul><ul><ul><li>cost control </li></ul></ul><ul><ul><li>concentration on core business </li></ul></ul><ul><ul><li>faster time to market </li></ul></ul><ul><ul><li>flexibility to adapt </li></ul></ul><ul><li>examples </li></ul><ul><ul><li>network </li></ul></ul><ul><ul><li>user and access management </li></ul></ul><ul><ul><li>transformation </li></ul></ul><ul><ul><li>routing </li></ul></ul><ul><ul><li>process orchestration </li></ul></ul><ul><ul><li>state machines </li></ul></ul>
  19. 19. Example: user and access management <ul><li>identification of physical and legal persons </li></ul><ul><li>authentication of the identity of physical persons </li></ul><ul><li>management and verification of characteristics (e.g. a capacity, a function, a professional qualification) of persons </li></ul><ul><li>management and verification of mandates between a legal or physical person to whom an electronic transaction relates and the person carrying out that transaction </li></ul><ul><li>management and verification of authorizations </li></ul>
  20. 20. Policy Enforcement Model User Policy Enforcement ( PEP ) Application Policy Decision (PDP) Action on application Decision request Decision reply Action on application PERMITTED Policy Information ( PIP ) Information request/ reply Policy Administration ( PAP ) Policy retrieval Authentic source Policy Information ( PIP ) Information request/ reply Policy repository Action on application DENIED Manager Policy management Authentic source
  21. 21. Policy Enforcement Model <ul><li>Policy Enforcement Point (PEP) </li></ul><ul><ul><li>intercepts the request for authorization with all available information about the user, the action being requested, the resources and the environment </li></ul></ul><ul><ul><li>passes on the request for authorization to the Policy Decision Point (PDP) and extracts a decision regarding authorization </li></ul></ul><ul><ul><li>grants access to the application and provides relevant credentials </li></ul></ul><ul><li>Policy Decision Point (PDP) </li></ul><ul><ul><li>based on the request for authorization received, retrieves the appropriate authorization policy from the Policy Administration Point(s) (PAP) </li></ul></ul><ul><ul><li>evaluates the policy and, if necessary, retrieves the relevant information from the Policy Information Point(s) (PIP) </li></ul></ul><ul><ul><li>takes the authorization decision (permit/deny/not applicable) and sends it to the PEP </li></ul></ul>
  22. 22. Policy Enforcement Model <ul><li>Policy Administration Point (PAP) </li></ul><ul><ul><li>environment to store and manage authorization policies by authorised person(s) appointed by the application managers </li></ul></ul><ul><ul><li>puts authorization policies at the disposal of the PDP </li></ul></ul><ul><li>Policy Information Point (PIP) </li></ul><ul><ul><li>puts information at the disposal of the PDP in order to evaluate authorization policies (authentic sources with characteristics, mandates, etc.) </li></ul></ul>
  23. 23. Natural way to cooperative governance <ul><li>governments reason in terms of (legal) competences </li></ul><ul><li>eGoverment needs cooperation </li></ul><ul><li>thus, need for cooperative governance models that permit real cooperation with respect for division of competences </li></ul><ul><li>platforms for eGovernment training and coaching could naturally evolve towards this kind of structure </li></ul>
  24. 24. Basis for support in the own country <ul><li>gaining authority and trust </li></ul><ul><ul><li>good results of benchmarks </li></ul></ul><ul><ul><li>recognition as an international best practice </li></ul></ul><ul><li>arguing the own proposals </li></ul><ul><ul><li>alignment with international common vision and best practices </li></ul></ul><ul><ul><li>elements of comparison </li></ul></ul><ul><li>possible export of national vision, solution methods or even services to the international level </li></ul>
  25. 25. How to share eGovernment experience ? <ul><li>official bodies, needed for </li></ul><ul><ul><li>formal approval of common objectives, standards and specifications </li></ul></ul><ul><ul><li>formal approval of task sharing </li></ul></ul><ul><ul><li>preparation of legal framework </li></ul></ul><ul><li>less formal cooperation platforms </li></ul><ul><ul><li>training/coaching </li></ul></ul><ul><ul><li>exchange of information and experiences </li></ul></ul><ul><ul><li>mutual help </li></ul></ul><ul><ul><li>operational cooperation </li></ul></ul><ul><li>instruments </li></ul><ul><ul><li>meetings </li></ul></ul><ul><ul><li>training/coaching </li></ul></ul><ul><ul><li>databases of best practices </li></ul></ul><ul><ul><li>interactive collaborative tools </li></ul></ul><ul><ul><li>networks of advisors </li></ul></ul>
  26. 26. Possible participants <ul><li>policy makers </li></ul><ul><li>government workers </li></ul><ul><li>academics </li></ul><ul><li>service suppliers, if no direct commercial objective </li></ul>
  27. 27. Points of attention <ul><li>most useful knowledge is tacit knowledge => need for extraction and coding </li></ul><ul><li>comparability of best practices </li></ul><ul><li>knowledge harmonization </li></ul><ul><li>guaranteeing knowledge quality </li></ul><ul><li>problem of distributed knowledge </li></ul><ul><ul><li>finding the relevant knowledge </li></ul></ul><ul><ul><li>finding the right person who can help </li></ul></ul><ul><li>usefulness of a common assessment framework for eGovernment ? </li></ul>
  28. 28. Common assessment framework Leadership Process and change management Key performance results Human resources management Strategy and planning Partnerships and resources Staff results Customer- oriented results Society results ENABLERS RESULTS INNOVATION AND LEARNING
  29. 29. More info <ul><li>personal website </li></ul><ul><ul><li>http:// </li></ul></ul><ul><li>Crossroads Bank for Social Security </li></ul><ul><ul><li>http:// </li></ul></ul><ul><li>Smals </li></ul><ul><ul><li>http:// </li></ul></ul>
  30. 30. Good practices <ul><li>information modelling </li></ul><ul><li>unique collection of re-use of information </li></ul><ul><li>management of information </li></ul><ul><li>electronic exchange of information </li></ul><ul><li>protection of information </li></ul>
  31. 31. Information modelling <ul><li>information is being modelled in such a way that the model fits in as closely as possible with the real world </li></ul><ul><li>information modelling takes as much account as possible of anticipated use of information </li></ul><ul><li>the information model can be flexibly extended or adapted when the real world or the use of the information changes </li></ul>
  32. 32. Unique collection and re-use of information <ul><li>information is only collected for well-defined purposes and is targeted to meet the requirements of these purposes </li></ul><ul><li>all information is collected once, from as near to the authentic source as possible </li></ul><ul><li>information is collected according to the information model and following uniform guidelines </li></ul><ul><li>with the possibility of quality control by the supplier before the transmission of the information </li></ul><ul><li>the collected information is validated once according to established task sharing criteria, by the institution that is most entitled to it or by the institution which has the greatest interest in correctly validating it </li></ul><ul><li>it is then shared and re-used by authorized users </li></ul>
  33. 33. Management of information <ul><li>a task sharing model is established indicating which institution stores which information as an authentic source, manages the information and maintains it at the disposal of the authorized users </li></ul><ul><li>information is stored according to the information model </li></ul><ul><li>information can be flexibly assembled according to ever changing legal concepts </li></ul><ul><li>every institution has to report probable errors of information to the institution that is designated to validate the information </li></ul>
  34. 34. Management of information <ul><li>every institution that has to validate information according to the agreed task sharing model, has to examine the reported probable errors, to correct them when necessary and to communicate the correct information to every known interested institution </li></ul><ul><li>information is only retained and managed as long as there exists a business need, a legislative or policy requirement, or, preferably anonimized or encoded, when it has historical or archival importance </li></ul>
  35. 35. Electronic exchange of information <ul><li>once collected and validated, information is stored, managed and exchanged electronically to avoid transcribing and re-entering it manually </li></ul><ul><li>electronic information exchange can be initiated by </li></ul><ul><ul><li>the institution that disposes of information </li></ul></ul><ul><ul><li>the institution that needs information </li></ul></ul><ul><ul><li>the institution that manages the interoperability framework (service integrator) </li></ul></ul><ul><li>electronic information exchanges take place on the base of a functional and technical interoperability framework that evolves permanently but gradually according to open market standards, and is independent from the methods of information exchange </li></ul>
  36. 36. Electronic exchange of information <ul><li>available information is used for </li></ul><ul><ul><li>the automatic granting of benefits </li></ul></ul><ul><ul><li>prefilling when collecting information </li></ul></ul><ul><ul><li>information delivery to the interested parties </li></ul></ul>
  37. 37. Protection of information <ul><li>security, integrity and confidentiality of government information is ensured by integrating ICT measures with structural, organizational, physical, personnel screening and other security measures according to agreed policies </li></ul><ul><li>personal information is only used for purposes compatible with the purposes of the collection of the information </li></ul><ul><li>personal information is only accessible to authorized institutions and users according to business needs, legislative or policy requirements </li></ul><ul><li>the access authorization to personal information is granted by an independent institution, designated by Parliament, after having checked whether the access conditions are met </li></ul>
  38. 38. Protection of information <ul><li>the access authorizations are public </li></ul><ul><li>every actual electronic exchange of personal information is preventively checked on compliance with the existing access authorizations by an independent institution managing the interoperability framework </li></ul><ul><li>every actual electronic exchange of personal information is logged, to be able to trace possible abuse afterwards </li></ul><ul><li>every time information is used to take a decision, the information used is communicated to the person concerned together with the decision </li></ul><ul><li>every person has right to access and correct his/her own personal data </li></ul>