On this image are presented all of the processes that occur with documents before the documents are being processed by a petition operator. Party petitions on an general desk Petition is saved using IRIS service Receipt is issued to party Upon saving of petition, the folder for holding this particular petition scanned documents is created in FileNET The documents are sent to the scanning process (right after receive, i.e. before any procedure is to be taken with documents, as opposed to the earlier procedure that scanned documents after they were processed up to a final point) Validation of scanned images in Kofax, document barcode recognition Request metadata from Document Management service Document Management service issues queries to IrisService and other services (not shown in the picture) to retrieve all of the metadata about the document Document metadata is returned to Document Management service Document metadata is passed on to Kofax system Kofax accepts the metadata, exports the image of the barcode along with all of the metadata it received to FileNet (not shown in the picture) The operators can process documents based on their images. The query for document images is performed from applications via Document Management service, or directly on FileNet using one of it’s own clients for querying data. Every register has one desk for receiving petitions Each register has it’s own set of operators for processing Scanning documents occurs right after receiving of petition The operator works with electronic documents (scanned images) * where applicable – some Registers might require the lawyer to work with originals, but they can view electronic data as well. Working with electronic / scanned documents becomes the recommended way to process requests
Apr sbra for world bank ifc mombasa may2010
World Bank GroupStaff Learning MeetingICT AND INVESTMENT CLIMATE REFORMICT AND INVESTMENT CLIMATE REFORMAchieving measurable impact through the use of technologyAchieving measurable impact through the use of technologyMombasa, KenyaMombasa, Kenya –– May 17-18May 17-18, 20, 201010DEVELOPING A SUSTAINABLE BUSINESS REGISTRYTECHNOLOGY PLATFORMCase study from SerbiaBranislav Dobrosavljevic,CIO, Serbian Business Registers Agency (SBRA)
CONTENT:CONTENT:1. SBRA – IntroductionRegistration reform in Serbia, SBRA Registers, SBRA services2. Information system – Birth and survivalDesign, implementation, sustainability, stabilisation3. Information system – Maturity and growthTowards SOA architecture and value-added electronic services4. Challenges and solutionsLessons learned, future development plans
3GOALS FOR REFORMING THEREGISTRATION SYSTEMwww.investmentclimate.org 3 To simplify and accelerate the business registration procedure in Serbia To create a more favorable business environment for foreign investments To create conditions for easier business start ups in Serbia To upgrade state administration through a greater reliance on IT To establish the conditions for creating new jobs and reducing the informaleconomy and corruption.• SBRA (Serbian Business Registers Agency) orAgencija za privredne registre – APR (Serbian) , established in 2004,as a crucial part of the registration reform in Serbia, started its operation 3.1.2005.SBRA Information system was completed until 31.3.2006. as a result of the project fundedby Swedish government and administered by the World Bank (ICB procurement method).Until 2009, SBRA operated 3 registres: Register of Business entities, Register of Pledges and Register of Financial leasing.
Registers operated by SBRARegisters operated by SBRAAgencija za privredne registre – APR (Serbian) orSBRA (Serbian Business Registers Agency)Until 2009, SBRA operated 3 registres:- Register of Business entities (Companies and Entrepreneurs);- Register of Pledges on movable assets and rights (Collateral Registry);- Register of Financial leasingFrom October,2009 to January,2010 five more registers started- Register of Associations (NGO) and Register of Foreign associations;- Register of Public Media;- Register of Financial statements and Data on solvency;- Register of Tourism, with number of sub-registers.Until the end of 2010, and in the first half of 2011, number of new registers will be started:*Register of Bankruptcy estate; *Register of Regional development measures and Incentives;*Register of restraining orders; *Register of Sports Associations; *Register of Institutions;*Register of Chambers of Commerce; etc. (more than 20 registers expected until 2011)
Before and afterthe Establishment of the SBRABEFOREDIVIDED RESPONSIBILITIES FOR REGISTRATIONOF BUSINESS ENTITIESLack of the unique and updated records.Non-transparent registration procedureCORRUPTED Commercial Courts in Serbia(Source: Feasibility Study for EU accession)On the business management of various records thatare currently within the SBRA’s competence, MORETHAN 1,500 EMPLOYEES were engaged (17commercial courts, 165 municipal offices, Billing andPayment Office Statistical Office of Serbia, Ministry ofInternal Affairs, Ministry of Public Administration andLocal Government, Ministry of Foreign Affairs, ministriesand / or sectors in charge of tourism, National Bank ofSerbia ...)Average registration time:• 71 days (2002)• 54 days (2003)SBRA TODAYJURISDICTION FOR THE CONDUCT OF THEPUBLIC ELECTRONIC REGISTERSIrmplementation of registration procedures is in accordancewith the principles of efficiency and transparency .The five-day “silence is consent” principle is applied.SBRA is a self-financed institution (sustainabledevelopment) based on the registration fees and fees forother services that SBRA provides (since itsestablishment in 2005, SBRA has slightly changed itsfees only in early April 2010)350 persons employed or engaged in the Belgrade officeand its 13 remote offices throughout Serbia - activities onintegrated reception of applications, mail expedition,scanning, archiving, administrationOver EUR 2 Million- Value of existing software , hardware and equipmentAverage registration time: 3 days, max 5 days(as of May 6, 2009 - One-stop shop system of businessregistration was introduced);Along with SBRA’s registration decree, an applicant gets atax ID number, Health and Pension Funds andEmployment Organization records.
SBRA in FiguresSBRA in Figures• 112,405 business entities• 224,054 entrepreneurs (“sole traders”)• 1,500 representative offices of foreign legal entities• 112,600 financial statements for 2008• 1,898 associations• 44 foreign associations• 912 Public media• 57,087 financial leasing contracts• 63,655 pledge contracts, securing claims of over EUR 17 billion- 565,000 applications (processed in 2008)- 2,500 applications per day- over 3,000,000 records taken over from the Commercial Courtsand local authorities are filed in the SBRA archives- over 10,000,000 scanned archived pages- over 5,000,000 hits at the SBRA Web page (676,000 hits in Sept 2009)- over 35,000 hits per day- 324,022 users of the SBRA’s Info CenterRATIO BTW.SBRA’S EMPLOYEES AND ITSCUSTOMERS350 employeesRegistered entities and contracts:825,0002,360 PER EMPLOYEEOver 5 Million archived filesRATIO BTW.SBRA’S EMPLOYEES AND ITSCUSTOMERS350 employeesRegistered entities and contracts:825,0002,360 PER EMPLOYEEOver 5 Million archived files
SBRA – RESULTS SBRA Internet site is the most visited in Serbian public sector: About 1 million monthly visits; About 50.000 daily visits.Number of registered companies in Serbia:
e-Government in Serbia –e-Government in Serbia –Strategy, Laws and ImplementationStrategy, Laws and Implementation• “e-Government Development Strategy” and “Action Plan” – modern, based onEU and regional SEE documents and initiatives;• “Law on electronic signature” (December, 2004), bylaws completed mid-2008;• “Law on electronic document” (2009), bylaws completed recently;• Certificate Authorities: 1 (2008), 2 (2009), 3 (2010);Qualified electronic certificates: penetration still low, expected growth in 2010.• Electronic payments: Limited possibility to pay in local currency (Dinars/RSD),although electronic banking and credit cards are widely adopted;• Electronic services in public sector: Still at low level, while substantialimprovement is expected in 2010/2011 (new e-Government Portal, includingelectronic payments in dinars, curently in the final testig phase).
““Data delivery” Services of SBRAData delivery” Services of SBRA• G2G services - Data delivery to other governmental institutions (more than30 regular partners in public sector, including key ministries and agencies):• Standard data delivery: One of 5 standard data categories, delivered byWeb Service, FTP, E-mail or CD/DVD;• Special requests: Customised sets of data and/or statistical analysis(free of charge).• G2B/G2C services - Data delivery to businesses and citizens:• Standard data delivery: One of 4 standard data categories, delivered byWeb Service, FTP, E-mail or CD/DVD; Minimal fee (0.1-0.3 USD) per record;• Special requests: Customised sets of data, on request;Data analysis (limited complexity);• Free initial analysis service (selection of records, E-mail proforma invoice);Low price, Quick delivery, Online support, Contact center support;• Important source of SBRA revenue (3-5%), fast growth expected.
G2B, G2C Services of SBRA –G2B, G2C Services of SBRA –Towards full electronic registrationTowards full electronic registration• SBRA Information system is “e-Services ready” from the beginning;• Unfortunately, due to improper legislation (mandatory paper with signature and stamp),and lack of electronic signatures and payments, implementation of mayority of e-Services was postponed;• Existing electronic services for businesses and citizens are:• Complete information services, including highly usable models for all important documents;• Internet Search on entity status, with complete data for one entity, available for free;• Current status of the submisson (case) available on SBRA web site or via SMS and Contact center;• All Forms available online, in PDF format (fillable, printable, downloadable), some could besubmitted;• Registration of entrepreneurs, issuance of “extract from the Register” (“semi-electronic”).• Services in final testing phase, to be available very soon:• Electronic issuance of the “extract from the register”, for companies and entrepreneurs;This service will be soon available on both SBRA portal and national e-Government portal;• Registration of entrepreneurs - complete proces, including issuance of digitally signed Resolution;• Ordering and sending Financial reports and other “value-added data delivery services”;• Services for future implementation:• As electronic payment services in local currency (Dinars/RSD) are in final testing phase, all theservices non-dependable on external partners will be published until the end of 2010, or early 2011;• Full electronic registration of companies (EU benchmark service) is ready in SBRA, but depends onextrernal partners (usage of electronic signatures in Courts for Articles of Association).
Future SBRA business strategy -Future SBRA business strategy -Principles of sustainabilityPrinciples of sustainability At the beginning, self-financing of SBRA was assured by: 3-month financing of all operational costs from the Swedish donation; Sufficient fees for the SBRA services, set by law; Low costs: Simplified registration process, skillful SBRA staff. Until now, self-financing of SBRA kept by: Continually improved business processes and people productivity(fees not changed for 5 years, while cummulative inflation was >40%); Improved “Data delivery services” (5% of income planned for 2010). In the future, self-financing of SBRA will be based on: Further improvement of business processes, including standardisation (ISO 9001); Improvement of Information system, based on SOA and virtualisation; Improvement of services, based on the combined data from SBRA registers;Income from “value added services” expected to grow to 10%-20% of total SBRAcosts in 2012, up to 50% in 2015-2016.
2. Information system –2. Information system –Birth and survivalBirth and survivalSBRA Information system development 2005-2009/2010: PHASE 1 (2005) Elementary hardware (few multiple-purpose Dell servers); Temporary software solutions for all registers, basic services. PHASE 2 (2006/III-2007) SBRR - Fully implemented World bank administered project (Oct.,2004 – March,2006);Swedish donation cca 1.4M EUR, including ICT and 3 months SBRA operational costs;Interesting experience – included additional donations, temporary S/W solutions, etc. Sufficient hardware (Fujitsu-Siemens servers, EMC storage, Cisco communications); Stable software solutions for registers; Improved services (G2B/G2C). PHASE 3 (2008-2010/VI) Extended hardware and communications; Completed software solutions for registers; High-quality services (G2G, G2B/G2C): “One Stop Shop project”, phase 1 (2009/V); First steps of SOA-based integration: IRIS module (Integrated registration input). Microsoft-based platform: Windows Server 2000/2003/2008, MS SQL Server 2000/2005/2008Development platform Microsoft .Net framework, C#.
ISSUES RESOLVEDDURING THE SBRR PROJECTProject: Serbia Business Registration Reform (SBRR)• Grant No.: TF052718• IFB Title: Supply and Installation of the new Serbian Business Registration System software and hardware• IFB Number: SAM-SBRR-ICB-001-SSB-05-TF052718• Date of issue: May 18th, 2005.• Date of completion: March 31th, 2006. Selection of the experienced international consultant, able to adapt to thelocal circumstances is crucial (technical skills are not the key point); World Bank project should be managed carefully from the very beginning:• Wrong selection of “ICB procurement method for goods” almost killed SerbianSBRR project! Consider realistically the timeframe for each phase of the project; Close and proactive cooperation with the World Bank staff;Local World Bank Office in Belgrade helped a lot, especially at critical ponts.
SBRA initial system architectureSBRA initial system architecture2009/20102009/2010
3. Information system –3. Information system –Maturity and growthMaturity and growthSBRA Information system development in 2010/2011: PHASE 4 (2010/Q3,Q4) KOICA project (donation 3.2 M$ from R.Korea) implementation (2009/VI); New hardware platform (IBM), software platform (IBM) and development tools (Java); Initial SOA architecture using ESB – Web services internal and external integration; Completed set of services using qualified electronic signatures (G2G, G2B/G2C). PHASE 5 (2011) SBRA long-term strategy, Business process allignment, Development budget assurance;Standardisation (ISO 9001, 27001); Hardware integration (IBM, Microsoft) – H/W, communications, security, administration; Software integration - SOA architecture improvement, software standardisation andconsolidation (long-term target: Generic register rules, processing and software); Extended set of electronic services, value-added services (DW/BI/KM based).
SBRA asSBRA as aaGovernmental Information HubGovernmental Information Hub
KOICA project componentsKOICA project componentso “SBRA Business process improvement project”, including new harware and software;implemented 2008-2010, donation 3.2 M$ from R.Korea;o All components developed and installed until 2009/VI, full implementation 2009/XII. ONE STOP SHOP for registration (OSS), Phase 2 Full automation of processes between SBRA and partner agencies, standardised WS; INTEGRATED REGISTERS (IR) Improved IRIS module (integrated register input) – very important part of the system;Integrated archive operation and Integrated expedition activities to follow. ELECTRONIC ARCHIVE (EA) DMS (IBM FileNet) for unified storage and maintenance of electronic documents, bothscanned images and documents produced by SBRA registers; Strong search engine. FDI PORTAL (future FDI Register) Collects and publishes relevant Foreign Direct Investment data from multiple sources; INFORMATION HUB PORTAL (IHP) SBRA Portal for G2B/G2C electronic services, using qualified electronic signatures;Includes authentification, submission, payments, delivery, notification, etc.
Pension FundHealth.Insur.Register of LeasingRegister of LeasingRegister of PledgesRegister of PledgesRegister ofBusiness SubjectsRegister ofBusiness SubjectsDMSTemporaryElectronicArchivePermanentElectronicArchivePortal 1Portal 1WANRegional OfficesOperatorsLANOperatorsInternetG2C G2B G2GEmploy.officeTax OfficeStatistic.OfficeEnterprisesBanksSMESNational BankMunicipalitiesRegister 4Register 5Register NCommunicationsSBRA Software ArchitectureCurrent stateRegistration FormPart1 - SBRAG2BG2G
Pension FundHealth.Insur.Register of LeasingRegister of LeasingRegister of PledgesRegister of PledgesRegister ofBusiness SubjectsRegister ofBusiness SubjectsDMSTemporaryElectronicArchivePermanentElectronicArchivePortal 1Portal 1WANRegional OfficesOperatorsLANOperatorsInternetG2CG2B G2GEmploy.officeTax OfficeStatistic.OfficeSMESBanksEnterprisesNational BankMunicipalitiesRegister 4Register 5Register NCommunicationsFigure1 – Current stateRegistration FormPart1 - SBRAG2GG2BPension FundHealth.Insur.IntegratedIntegratedRegistersRegistersRegister of LeasingRegister of LeasingRegister of PledgesRegister of PledgesRegister ofBusiness SubjectsRegister ofBusiness SubjectsPortal 1Portal 1MessagesPart N….Part4Part3 –HealthInsurancePart2 -Pension FundPart1 - Tax OfficeWANRegional OfficesOperatorsLANOperatorsDFIDFINew DMSNew DMSee--ArchiveArchiveOne StopOne StopShopShopPortal 2Portal 2InternetG2CG2BG2GInformation Hub /Information Hub /Additional securityAdditional securityG2BG2CG2GEmploy.officeTax OfficeStatistic.OfficeSMESBanksEnterprisesNational BankMunicipalitiesRegister 4Register 5Register NAll New ModulesRegistration FormPart1 - SBRAFigure2 – New StateTemporaryElectronicArchivePermanentElectronicArchiveDMSPension FundHealth.Insur.IntegratedIntegratedRegistersRegistersRegister of LeasingRegister of LeasingRegister of PledgesRegister of PledgesRegister ofBusiness SubjectsRegister ofBusiness SubjectsPortal 1Portal 1MessagesPart N….Part4Part3 –HealthInsurancePart2 -Pension FundPart1 - Tax OfficeWANRegional OfficesOperatorsLANOperatorsDFIDFINew DMSNew DMSee--ArchiveArchiveOne StopOne StopShopShopPortal 2Portal 2InternetG2CG2BG2GInformation Hub /Information Hub /Additional securityAdditional securityG2BG2CG2GEmploy.officeTax OfficeStatistic.OfficeSMESBanksEnterprisesNational BankMunicipalitiesRegister 4Register 5Register NAll New ModulesRegistration FormPart1 - SBRAFigure2 – New StateTemporaryElectronicArchivePermanentElectronicArchiveDMS
After implementation of eArchiveScanning processKofaxFileNetDocument ManagementServiceIrisServicePetitionSBRASaves petitionUpon receive documents are sent to scanQueryforbarcodemetaDocumentmetadataCreate / update folderStore document and it’s metadatato appropriate folder2415 67891011Party3Receipt
““One Stop Shop for registration”One Stop Shop for registration”(OSS-SBRA)(OSS-SBRA) Successful Multi-agency project, supported by Serbian Government;Example of coordinated legal, organisational and technological efforts. Preparation: 2006-2008 (complete study 2006/XII) Phase 1: From May, 2009 (Government decision 2009/XI) Partner agencies: Tax Authority (TA), Pension fund (PF), Health Fund (HF); Processes partly automated (Web services, FTP data exchange). Phase 2: From June/December, 2010 (Part of KOICA project) Additional partners: National Bank of Serbia (NBS), Employment Office (EO),Statistical Office (SO), Ministry of Interior (MUP). Processes fully automated (coordinated Web services on IBM ESB).
Introduce a single business registration form; Introduce a system whereby public authorities can recogniseenterprises by a single identification number; Set up single contact points where a single registration form canbe deposited; Ensure that government departments avoid introducingduplicated or superfluous forms and/or contact points; Use IT and databases as much as possible for the transmissionand authentication of information submitted and/or the exchange ofinformation between public authorities.OSS PRINCIPLES –DESIRED MODEL OF BUSINESS REGISTRATION
ONE-STOP SHOP IN SERBIAStreamlined Business Registration ModelUSERS TAX DIRECTORATESBRASBRA front-endofficesSINGLEREG.FORMREGISTEREDBUSINESSNEW BUSINESSIN OPERATIONREGISTRATION ID (MB)TAX ID (PIB)electronictransmittalof dataSERBIAN STATISTICALOFFICENATIONAL LABOURBUREAUPENSION INSURANCEFUNDHEALTH INSURANCEFUNDOTHER STATEINSTITUTIONSissued to businessesto be used for allinteractions with thegovernmentEx post proceduresand monitoring(sector specificinspections)
SBRA - SINGLE ACCESS POINTONE STOP SHOP(as of May 6, 2009)
ISSUES RESOLVEDDURING THE OSS PROJECT Technical solutions specified in detail after resolution of the relatedinteroperability issues, including harmonization of the database format andcontent, as well as business processes. Initial Risk Analysis has shown that the main OSS challenge will be therelationship with the Tax Directorate, especially regarding issuing of the TaxIdentification Number (PIB), so special attention was given to it. Clear that strong political support from all involved parties was required forthe success of the project, so it was assured (not easy!).• Conclusion: For e-Government projects like OSS, technical solutions are not an issue !“The Devil” is somewhere else:in the data, in the processes and in the political support!
Challenges and solutions –Challenges and solutions –Lessons learned, summaryLessons learned, summary GENERAL Technology is just a tool to achieve strategic and tactical business goals;• But all business goals should be set considering the opportunities given by the latesttechnologies. SECTOR SPECIFIC Public sector is somethig really special! TECHNOLOGY SPECIFIC Technology is not simple, but not a major issue, especially in Public sector projects;Care about business-ICT allignment, organisation, people and training, etc. INTEROPERABILITY Again, technology is not the key – XML-based Web Services as a standard,universal solution; Semantic and operational IOP are critical in the Public sector. Project/Program/Portfolio Management (PM) (PM) Methodology implemented - key to success!• But how to assure stable PM and technology skills in the Public sector?
PM is a Key to successSBRA/Public sector Project constraintsTime: Least flexibleScope: Most flexibleResources: Flexible
SBRA Information SystemCurrent Status• ICT properly budgeted, staffed and positioned within the SBRA;“Department for ICT and Development”, headed by CIO, is theowner of ICT budget and fully involved in the services development.• Information system completed, stable, flexible – based on SOA, highlyavailable and fully managed by the SBRA technical team;Ready for planned growth and improvement (based on KOICA project).• Strategic local ICT partner “Spinnaker” (from “ComTrade Group”):– SLA defined by Long-term, annually improved “Contract for Maintenanceand Development”, featuring latest ICT standards and “best practices”– “Integrated technical team” SBRA/Spinnaker, including all ascpects ofthe system operation, maintenance, security and development;Other local IT companies - area experts engaged as appropriate• In addition, close relations with local offices of the most important global ICTvendors (Microsoft, IBM, Cisco, Fujtsu-Siemens, HP)
SBRA Information SystemDevelopment Plansa) Infrastructure:– Integration of the system IBM-MS), including full redundancy and improved security;As soon as possible achieving “No single point of failure” principle and set upcomplete “Disaster recovery site”; Assurance of redundant, scalable broadband links;– Improved availability and resilience of the system and services, based on strictprocedures, permanent training and full documentation;– Standardization of the system elements and architecture (virtualization, outsourcing).b) Software:– Further improve, standardize and integrate existing Registration software modules;– Streamlined, efficient development of the Software for new SBRA registers;– Make proper balance of Platform software, Commercial solutions and Customdevelopment, including usage of Open Source solutions and development tools, aswell as Cloud computing solutions;c) Services:– Continually improved, DW/BI based Value-added services for all types of customers/partners (G2G, G2B, G2C);– Extended intenational engagement (EBR), standardisation (XBRL);– Establishment of Unique Identifying Number that will serve all government needs forall companies;– “Universal Web Service” as a highly available data delivery channel;– Establish and maintain SBRA as a Model for e-Government services in Serbia andSEE region, as well as a model of self-sufficent, sustainable public agency.
ADVICE FOR ANY COUNTRYREFORMING BUSINESS REGISTRATION SYSTEMwww.investmentclimate.org 3205/01/13 Prior to starting a radical reform such as reform of the businessregistration system, and as early as possible, it is necessary TO ENSURE aswide as possible CONSENSUS ON THE BASIC PRINCIPLES OF THEREFORM within the Government and interested institutions. Since reform involves competencies of several ministries, it is necessaryfor the Government to establish an INTER-MINISTERIAL BODY to follow upand coordinate the overall reform, and to ensure consistency in theregulations and in the implementation of the Action plan ( for the reform). Do not expect from the technology to resolve those issues!It will just help to achieve the best possible results, if the approach was right. The same rule apply not only to the initial phase of the reform, but to anyfollowing major step in the reform (as it was/is “One Stop Shop” in Serbia).
THANK YOU FOR YOUR ATTENTION!I am at your disposal for any further firstname.lastname@example.org