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REACH Integrating Services to Citizens

Explore the impact of e-government on service delivery, citizen interaction, and public service access channels. Learn about the benefits, challenges, and patterns across different countries in this informative workshop. Discover the importance of information sharing, self-service options, and integrating public services for a seamless citizen experience.

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REACH Integrating Services to Citizens

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  1. REACHIntegrating Services to Citizens Oliver Ryan Director oliver.ryan@reach.ie IDA eEurope Workshop

  2. What is e-government? • Use of information and communications technologies to radically transform how Govt. delivers services to citizens • transform how Government interacts with citizens • transform how citizens interact with Government IDA eEurope Workshop

  3. Why e-govt? • Pressure from customers/citizens • desire to emulate best practice in private sector. • reduce administrative costs • better levels of service • new kinds of services • attract overseas investors • control fraud IDA eEurope Workshop

  4. Varies by country but general EU pattern Dominated by large service delivery agencies Health Social Security Tax Local Authorities Agriculture Passport Office Others Citizen's interactions with Public Service IDA eEurope Workshop

  5. Citizen Interactions with Public Service IDA eEurope Workshop

  6. Access Channels to Public Service • Mail - application forms, certificates, etc • Walk-in Offices - face to face contact • Telephone • Remote over network • web • kiosk • TV • mobile IDA eEurope Workshop

  7. Mediated vs Self Service • Overwhelming majority of transactions are Mediated or Assisted • Tiny proportion are Self Service IDA eEurope Workshop

  8. Current Public Service Access Channels - Usage IDA eEurope Workshop

  9. Choice • Citizens must continue to have a choice of access channel • difficult to discontinue old channels • e-channels to run in parallel as additional option • e-channels must offer added value to attract “customers” IDA eEurope Workshop

  10. Commercial inform about products identify product and price agreement to purchase secure collection of money deliver product learn about customers encourage loyalty Government establish identity identify appropriate “product” or service establish entitlement collect supporting data authenticate data decide entitlement deliver service. E-Business vs. E-Government IDA eEurope Workshop

  11. Citizen to Government Interactions - Typical Features • Government need to identify and authenticate citizen • need to establish identity of person • need to authenticate “facts” about person • e.g., citizenship, residency IDA eEurope Workshop

  12. Citizen to Government Interactions - Typical Features • Government need to establish “entitlement” of citizen to services • based on qualifying criteria • income level, • presence of qualifying condition, • employment status, etc. • Family situation IDA eEurope Workshop

  13. Citizen to Government Interactions - Typical Features • Government need to collect additional information from citizen at point of contact • citizen must repeat their “story” for each organisation at each point of contact • supplementary information often needs to be corroborated by third parties IDA eEurope Workshop

  14. Share Information to avoid repetition • Public agencies should share information on citizens to eliminate need for repetition • share only what is needed and essential for each transaction. • Capture data once only • agency at point of contact must act on behalf of the whole IDA eEurope Workshop

  15. Citizen to Government Interactions - Typical Features • Government Services specified in legislation • legal requirements of citizens and of service providers • universal access • standard service levels • non-discretionary IDA eEurope Workshop

  16. Citizen to Government Interactions - Typical Features • Complexity of Public Services • major knowledge imbalance between citizen and Government • citizen needs to know a lot about complex services in order to avail of them • Major issues for self service IDA eEurope Workshop

  17. Citizen to Government Interactions -Issues • Government Services centred on organisations, Ministries and legislation rather than on the citizen • Result: non-integrated services • multi-stop shopping • services not grouped around likely needs of citizen IDA eEurope Workshop

  18. Social Security Unemployment Health Benefits Tax Relief Low income Local Voluntary Group Housing Assistance Need assistance Where do I start? Events and Needs Citizens needs are driven by events IDA eEurope Workshop

  19. E-Government facilitates Integration of Public Services Health Social Security Gateway Taxation Housing IDA eEurope Workshop

  20. Citizen to Government Interactions -Issues • Access to internet/networked devices • most frequent users of public services are the often most disadvantaged in terms of : • income • education • self confidence • computer literacy • Result: major access issue IDA eEurope Workshop

  21. Citizen to Government Interactions -Issues • Public Service legacy IT systems • once off custom built applications • limited sharing of data • old technology • scarce IT skills • legacy = mission critical services IDA eEurope Workshop

  22. Citizen to Government Interactions -Issues • Fears of Public Service Staff • “turf wars” - loss of work /status • range of knowledge required • demands of 24x7 operations • Ability of Public Service to realise savings • ability to achieve radical transformation in business practices IDA eEurope Workshop

  23. Citizen to Government Interactions -Issues • Privacy vs. Efficiency • Government as “Big Brother” • Data Protection Legislation • Public Trust a major issue • Citizen control over personal data can build trust IDA eEurope Workshop

  24. Public and Private Personal data Super-registered data under citizen’s control Digital photo Credit card passport “Entitlement” data which can be shared under specific rules Income property value Essential ID related data which must be shared PPS No name date of birth IDA eEurope Workshop

  25. E-Government - some conclusions • may be more difficult than we might think • complexity of Government and knowledge imbalance major problems for citizens • citizens’ access to e-services is a problem • public trust is a major issue • current/traditional channels likely to predominate for many years IDA eEurope Workshop

  26. E-government - some principles • Simplify services • help citizens to navigate complexity • build virtual “one stop shops” • group services around events/life episodes • cater for traditional/current channels as well as e-channels • help citizens to access e-services IDA eEurope Workshop

  27. E-government - some principles • build public trust • focus on realising benefits • choice of channels • e-channels must add value for citizens, Government and public service staff IDA eEurope Workshop

  28. Developments in Ireland • Information Society Commission • Public Service Information Society Action Plan • E-Commerce legislation • Public service VPN • IT Access for All • REACH Initiative IDA eEurope Workshop

  29. REACH • Cross- Departmental Unit set up by Government • Mandate: • develop framework to integrate public services • specify and establish single gateway to Government - E-Broker IDA eEurope Workshop

  30. Historical • ISSS Report - August 1996 • use of RSI No. • Social Services card • data sharing (identity data and means) • Social Welfare Act 1998 • legal base for PPSN/PSC/data sharing • wider application IDA eEurope Workshop

  31. REACH Objectives • Improved services to citizens • infrastructure for e-government (citizen and the public service) • improved efficiency in public administration • greater effectiveness of social policies • better control of fraud & abuse of publicly funded services IDA eEurope Workshop

  32. Common Data Platform • Personal Public Services Number • unique personal identifier • use across public service (except police and defence forces) • assigned and managed by Client identity Services of DSCFA (Social Security Ministry) • assigned at time of registration for Child Benefit • supported by Public Services card IDA eEurope Workshop

  33. Common Data Platform • PPS Number compulsory in transactions with public service • can be used as internal identifier • public service agencies can share/update basic identity data set for individual citizens • information needed to assess entitlement to “means” or income tested services can also be shared - within strict limits IDA eEurope Workshop

  34. Public Services Card • Build on existing Social Services Card • to act as key to citizens’ personal data • access to services • aid in establishing identity • “family” of cards to suit needs of different groups • security features to be agreed IDA eEurope Workshop

  35. E-Broker • Single gateway to public services • caters for all access channels • offer common services, e.g., authentication of identity, to citizen and public agencies • transaction management centred on life episodes • personal data vaults and pigeon holes • mediates between citizen and public service IDA eEurope Workshop

  36. IDA eEurope Workshop

  37. Life Episodes • Examples: birth, starting work, setting up a new business, buying a house, etc. • current practice: citizen must find and contact each service separately • future practice: episode gateway will offer and initiate groups of services relevant to each episode. IDA eEurope Workshop

  38. Housing Agency Issues DPS card DPS notification Registers Registers Schedules visits Informs Health Board Public Health Nurse Hospital Parent Health Board GMS Claims Child Benefit CIS : Allocate PPS number CB : Register CB Claim Scheme X : Add child dep DSCFA GRO Revenue/Tax Current ‘birth episode’ IDA eEurope Workshop

  39. Hospital Registrar Access Manager BIRTH : GRO, HB, GMS DSCFA, VHI? Address Data vault Data vault Registrar ID Parent ID GMS GRO DSCFA VHI HB Pigeon hole Pigeon hole TransactionManager GMS VHI DSCFA HealthBoard GRO I/A TV Kiosk Web WAP device Post “Managed” birth episode Client storage Client Authentication Service Search engine(s) Forms/ Codes/ Help Episode knowledge repository Contact directories IDA eEurope Workshop

  40. EU Context • All MS attempting similar initiatives • scope for cooperation on common issues. • E.g., interoperable PKI systems for digital signatures, e-identities. • Build on existing work - TESS, etc. IDA eEurope Workshop

  41. REACHIntegrating Services to Citizens Oliver Ryan Director oliver.ryan@reach.ie IDA eEurope Workshop

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