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Citizen and business centric eGovernment services – business behind portals

15.04.07. Citizen and business centric eGovernment services – business behind portals. Arvo Ott, PhD, arvo.ott@ega.ee e-Governance Academy www.ega.ee. Content:. Portals, front-office and back-office Users of e-services – service delivery concepts Some aspects of ICT infrastructure

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Citizen and business centric eGovernment services – business behind portals

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  1. 15.04.07 Citizen and business centric eGovernment services – business behind portals Arvo Ott, PhD, arvo.ott@ega.ee e-Governance Academy www.ega.ee

  2. Content: • Portals, front-office and back-office • Users of e-services – service delivery concepts • Some aspects of ICT infrastructure • IT architecture – organizational, legislative, IT-related • Examples of e-services

  3. Public Service Model 1

  4. Public Service Model II

  5. Public Service Model III

  6. Estonian Registers and Databases • Population register • Business register • Cars database • Driving licenses database • Passports register • Land register • Buildings register • Ships register • … • All together more then 200 State Information Systems Management System– https://www.eesti.ee/arr/

  7. Aims of the “x-road” project: • Implementation of interoperabiliy framework with the aim to offer building blocks for public e-services; • Use the concept of open systems; • Guarantee neutrality of technical platforms; • Cost model: end-user of e-services should not pay for the service; • Use single mechanism for authentication and authorization of users; • Implement data-security model (everyone should have possibility to know how his/her data was used by government);

  8. User authentication and authorization Users: -citizens -civil servants - businesses X-road centre Data protection, address system, GIS etc. DB2 Postgres Oracle Informix Progress Etc.

  9. Banks Databases / information systems • Ühispank • Hansapank • Krediidipank • Sampo Pank • Nordea Pank Population Register Health Insurance Register National Pension Insurance Register Vehicle Register Eesti Energia IS Tallinna Vesi IS 5 Security server Security server Security server Security server Security server Security server Security server 57 DB Internet - X-road Security server Popul. ~1,3 mil. ID – card Security server Central server I Central monitoring :: … :: 104 DB :: E-institution – institution view :: National Databases Register http://www.riik.ee/arr/ 359 org. :: E-county – county view :: :: Governmental Portal – Your Estonia :: Institutional view of the state Thematic view of the state www.riik.eewww.eesti.ee Central server II HelpDesk 1000000 KIT Citizen view EIT Enterpriser view AIT Public servant view X-road certification center Certification Center Tools centrally developed by the State, i.e. the State Portal X-road center

  10. Phases of the project and budgets: • 2000 - Pilot project, ca 200 000 EEK (13 000 EUR) • 2001 development, end 2001 first services, budget ca 2 milj EEK (ca 130 000 EUR) • 2002 - ID-cards and PKI in use • 2004 mass use – many services available • Overall budget of the project (incl. system development for services) – 32 milj EEK (ca 2 milj EUR) • Cost of development of single e-service ca 20 000 – 200 000 EEK (1300-13000 EUR)

  11. Lessons learned • Technical model is easiest – compared with organizational, legislative, motivation-related • Process from operational technical system to wide implementation takes 2-3 years – “honeymoon period” of the project • Money, spent once for development of basic components of the architecture will give high profit in the phase of development of single e-services… but it will be clear only after several years… and this might not be the motivation for public institutions • Driving force is often not from the top management of public institution but somewhere else – find this person should be found… • Cost saving might not be the main argument, public procurement procedures may change totally all the project plans

  12. Citizen uses X-road solutions via Citizens Portal www.eesti.ee Examples of e-services:

  13. One portal serves citizens as a gateway to the services of 26 different databases www.eesti.ee

  14. Who asks data about me?

  15. Apply for EU health insurance cardwww.eesti.ee

  16. Apply for parental benefit allowanceswww.eesti.ee

  17. Example – Parental benefit solution on the X-road 5 information systems interact the data (real time) • Citizens’ portal • Register of Social Insurance Board • Population register • Information system of Health Insurance Fund • Information system of Tax and Customs Office

  18. Thank you for your attention! Arvo Ott, PhD Member of Management Board eGovernance Academy arvo.ott@ega.ee www.ega.ee

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