REACH
Integrating Services to Citizens
Oliver Ryan
Director
oliver.ryan@reach.ie
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
Citizen's interactions with Public
Service
• Varies by country
• but general EU pattern
• Dominated by large
service delivery
agencies
May 25
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Health
Social Security
Tax
Local Authorities
Agriculture
Passport Office
Others
IDA eEurope Workshop
Citizen Interactions
with Public Service
Other
passport
Agriculture
Health
Local Authority
Tax
May 25
IDA eEurope Workshop
Social Security
Access Channels to Public Service
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Mail - application forms, certificates, etc
Walk-in Offices - face to face contact
Telephone
Remote over network
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–
May 25
web
kiosk
TV
mobile
IDA eEurope Workshop
Mediated vs Self Service
• Overwhelming majority of transactions are
Mediated or Assisted
• Tiny proportion are Self Service
May 25
IDA eEurope Workshop
Self Service
Telephone
Current
Public
Service
Access
Channels
- Usage
Mail
Walk-in
May 25
IDA eEurope Workshop
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”
May 25
IDA eEurope Workshop
Commercial
• inform about products
• identify product and
price
• agreement to purchase
• secure collection of
money
• deliver product
• learn about customers
• encourage loyalty
May 25
Government
• establish identity
• identify appropriate
“product” or service
• establish entitlement
• collect supporting data
• authenticate data
• decide entitlement
• deliver service.
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
Citizen to Government Interactions Typical Features
• Government need to establish “entitlement”
of citizen to services
• based on qualifying criteria
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–
May 25
income level,
presence of qualifying condition,
employment status, etc.
Family situation
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
Events and Needs
Unemployment
Social
Security
Health
Benefits
Tax Relief
Low income
Local
Voluntary Group
Need assistance
Housing
Assistance
Where do I
start?
May 25
IDA eEurope Workshop
Citizens needs are
driven by events
E-Government facilitates
Integration of Public Services
Health
Gateway
Social
Security
Taxation
Housing
May 25
IDA eEurope Workshop
Citizen to Government Interactions Issues
• Access to internet/networked devices
– most frequent users of public services are the
often most disadvantaged in terms of :
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income
education
self confidence
computer literacy
• Result: major access issue
May 25
IDA eEurope Workshop
Citizen to Government Interactions Issues
• Public Service legacy IT systems
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May 25
once off custom built applications
limited sharing of data
old technology
scarce IT skills
legacy = mission critical services
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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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
May 25
IDA eEurope Workshop
Public and Private Personal data
Digital photo
Credit card
Super-registered data
under citizen’s control
passport
Income
property value
PPS No
name
date of birth
May 25
IDA eEurope Workshop
“Entitlement” data
which can be shared
under specific rules
Essential ID related data
which must be shared
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
May 25
IDA eEurope Workshop
E-government - some principles
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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
May 25
IDA eEurope Workshop
E-government - some principles
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•
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build public trust
focus on realising benefits
choice of channels
e-channels must add value for citizens,
Government and public service staff
May 25
IDA eEurope Workshop
Developments in Ireland
• Information Society Commission
• Public Service Information Society Action
Plan
• E-Commerce legislation
• Public service VPN
• IT Access for All
• REACH Initiative
May 25
IDA eEurope Workshop
REACH
• Cross- Departmental Unit set up by
Government
• Mandate:
– develop framework to integrate public services
– specify and establish single gateway to
Government - E-Broker
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
Public Services Card
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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
May 25
IDA eEurope Workshop
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
May 25
IDA eEurope Workshop
eBroker agency
I/A TV
Client
Authentication
Service
Certificate
databases
Kiosk
Web
WAP
device
Post
Service
Centre
Client storage
Access Manager
Search engine(s)
Data vault
Data vault
Forms/
Codes/
Help
Episode
knowledge
repository
Contact
directories
Pigeon hole
Pigeon hole
Transaction Manager
Education
May 25
Revenue
Local
Agriculture
Authorities
Health
IDA eEurope Workshop
CRO
DSCFA
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.
May 25
IDA eEurope Workshop
Current ‘birth episode’
Housing
Agency
Issues DPS card
GRO
Registers
Parent
GMS
Schedules
visits
Informs
Hospital
Health Board
Health Board
Public Health Nurse
CIS : Allocate PPS number
CB : Register CB Claim
Revenue/Tax
May 25
DSCFA
IDA eEurope Workshop
Scheme X : Add child dep
“Managed” birth episode
I/A TV
Client
Authentication
Service
Registrar ID
Parent ID
Kiosk
WAP
device
Web
Post
Hospital
Registrar
Client storage
Access Manager
Search engine(s)
Data vault
Data vault
BIRTH : GRO,
Episode
HB, GMS
knowledge
DSCFA,
repository
VHI?
Forms/
Codes/
Help
Address
Contact
directories
Pigeon hole
Pigeon hole
GMS
GRO
DSCFA
VHI
HB
Transaction Manager
GRO
May 25
Health Board
GMS
IDA eEurope Workshop
DSCFA
VHI
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.
May 25
IDA eEurope Workshop
REACH
Integrating Services to Citizens
Oliver Ryan
Director
oliver.ryan@reach.ie
May 25
IDA eEurope Workshop