HSE National Life Events Online
www.certificates.ie
An online ordering system
for birth, adoption,
marriage, partnership,
still-birth and death
certificates
Joint project: Civil Registration Service Eastern Area & ICT e-Services Section HSE
Save time - Buy online
The Good News!!







<€2000
Significant Savings
Income of 250k year one
Ongoing review of resources
Simple concept
Built using internal expertise
Not a consultant in sight!!!
Who are we?
Civil Registration Service (CRS) is
responsible for:
 registering life events and issuing
certificates of births, deaths, marriages and
civil partnership
 Performing Civil Marriage Ceremonies and
Civil Partnership Registration
 Managed by the HSE on a regional basis
(8 regions)
 National service with International
dimensions
Facts & Figures
2009




Income: €7.65m
Life events registered: 127,155
Certificates issued: 530,000
1 million phone calls pa.
Background to website




Changes in legislation
Front line operation
Increasing number of phone calls
Impact on other core services

As provided in legislation e.g. serving
of notice of intention to
marry/partnership
Before the website
development



Certificates could be purchased
(a) at time of registration
(b) walk-in customers
(c) by telephone
(d) by post
Normal certificate purchase taking 12mins
(approx) by phone
Certificates of adoption and still-birth only
available from Office of the General
Register, Roscommon
Benefits






Centralised application system
Greater accessibility
Ability to order online from any location
worldwide, 24/7
Time savings (Customer/Staff)
Quantifiable workload
Efficient use of resources


Workload balancing
Time management
Go live to date
Countries














Australia
Bahrain
Belgium
Bermuda
Canada
Switzerland
Czech Republic
Finland
Germany
United Kingdom
Guernsey
Greece








Ireland
Isle of Man
Jersey
South Korea
Spain
Martinique
New Zealand
Turkey
United States of
America
South Africa
No
v
‘0
De 9
c
‘09
Ja
n
‘1
Fe 0
b
‘1
M
0
ar
ch
‘1
Ap 0
ri l
‘1
0
M
ay
‘1
Ju 0
ne
’1
0
Ju
ly
‘10
Au
g
Se
us
t
pt
em ‘10
be
r
O
cto ‘ 10
De
No ber
ce
’10
v
m
b e em
b
r’
10 er ‘
(t o 10
15
/..
.
Statistics
% of orders completed within 5 days
100.00%
99.00%
98.00%
97.00%
96.00%
95.00%
94.00%
93.00%
92.00%
Success Factors





Using internal development
resources
User-friendly
Staff involvement
Buy in from all stakeholders
Project Management Methodology

BPM & BPR
Work-flow analysis before
Realex
€€€
Telephone Orders
Postal
System
CRS System
Reception
Postal
Orders
Re-engineered Workflow
after development
€€€
Realex
Internet
LEC
Application
LEC Database
LAN/WAN
LEC Admin
application
CRS System
IT Architecture
Future – Where next?!


More detailed management
reporting development
Outline Plan for Version 2


Integration with CRS computer system
Public Service User Registration
Certificates.ie
Thank you
Save time – Buy on line