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One-Stop-GovernmentOne-Stop-GovernmentBest Practices in

Baden-Württemberg,Germany and European Union

Dipl.-Math. Ministerialrat Georg Schäfer

Ministry of Interior Baden-Württemberg

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CharacteristicsState of Baden-Württemberg

Population: 10,7 Mio Citizen

Annual State Budget 2005: 31,6 Billion €

Workforce State Administration: ca. 231.000 Full-Time Employees and Officers

# PC Work Places in State Administration ca. 85.000, about 150.000 in Local Government

# Authorities: ca. 1600 ( All are connected to the State Administration Network.)

# Authorities of Local Government, Counties, ... :

ca. 1.100 +

about 200 state laws

State and Local Government are the operational Level of the public Administration.

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Content

Services Directive as Example of Best Practices– Portals & One-Stop-Government– Internal Market Information System

General Architecture for Best Practices– Telephone hotline für public administration „115“– All communication with enterprises shall be fully

electronic by 2012 (Chancellor Angela Merkel 2006).

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Services Directive Requests IT to be Rigorously SimpleWhere procedures and formalities examined under this paragraph are not sufficiently simple, Member States shall simplify them. (Art. 5 (1))Where Member States require a provider or recipient to supply a certificate, attestation or any other document proving that a requirement has been satisfied, they shall accept any document from another Member State which serves an equivalent purpose or from which it is clear that the requirement in question has been satisfied. (Art. 6 (3))The information shall be provided in plain and intelligible language. (Art. 7 (2))... in a clear and unambiguous manner, that they are easily ccessible at a distance and by electronic means and that they are kept up to date (Art. 7 (3))Member States shall ensure that the points of single contact and the competent authorities respond as quickly as possible to any request for information or assistance as referred to in paragraphs 1 and 2 and, in cases where the request is faulty or unfounded, inform the applicant accordingly without delay. (Art. 7 (4))access to a service activity and to the exercise thereof may be easily completed, at a distance and by electronic means (Art. 8 (1))proportionate to that public interest objective; (d) clear and unambiguous; (e) objective; (f) made public in advance; (g) transparent and accessible. (Art. 10 (2))

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Internal Market Information System (IMI)

original IT-system: SOLVIT

basic idea:instead of allowing member states to request certified translations of official documents in one of their official languages, a network is established for back-office communication between competent authorities

Main functions:– simple communication on the basis of check-lists, automatic translation

provided (catalogue + free speech)– alert mechanism on activities that may cause serious damage to

health, safety or environment– information on good repute of providers (disciplinary actions,

bankruptcy, penalties; public information shall be accessible to consumers)

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The IMI systemHorizontal and vertical applications

COMPETENT AUTHORITIES AND NATIONAL EXPERTS

LANGUAGESUPPORT

QUESTION SET GENERATOR

Information exchange for

SERVICES

Information exchange for

PROFESSIONAL QUALIFICATIONS

Information exchange for

Information exchange for

……...

CA DATA

CA DATA

CA DATA

CA DATA

QUESTIONS QUESTIONS QUESTIONSQUESTIONS

……...

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IT provisions from member states Extensive information for providers „What if ...“ All administrative information and services online (competent authorities and single point of contact).The administration provides all-in-one service for the provider: In Germany currently 19 to 46 requirements depending on service.

At any time a competent human interlocator shall be available to assist the provider. The single point of contact supervises the services provided by the competent authorities. So the single point of contact requires a view on the administrative processes that support „their“ providers. Foreign and domestic providers are served in the same way. Inform the provider about non-govermental services.

Investments justified iff e-gov-architecture Investments justified iff e-gov-architecture is generally applied. is generally applied.

iff = if and only if

‘requirement’ means any obligation, prohibition, conditionor limit provided for in the laws, regulations or administrativeprovisions of the Member States or in consequence ofcase-law, administrative practice, the rules of professionalbodies, or the collective rules of professional associations orother professional organisations, adopted in the exercise oftheir legal autonomy; rules laid down in collective agreementsnegotiated by the social partners shall not as such beseen as requirements within the meaning of this Directive;

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eGov portal strategy is driven by needs, not technology.

what is old-fashioned?– information web site, mostly static– internal and external information in one database– specialized web-sites– search with 100% hits only

what is up-to-date?it‘s what is old-fashioned (re-engineered) plus:– dynamic internal and external content + forms + services in one

integrated dynamic web-site; multi-lingual; supporting handicapped;...– one access to all services

what is coming?it‘s what we have plus:– data and document store (safe)– collaborative integrated services

Examples: Ontario, Australia, Europe:www.egov-goodpractice.orgwww.portaldocidadao.ptwww.service-public.frwww.service-bw.de

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Portal strategies for other purposes are available, but not discussed here.

Data store for enterprises (e.g. to ease reporting of SME to social security)

eHealth data organization: personal data on card / in central storage / accessible by ...

Austrian organization of citizen registration with multiple access

....

Basic conflict “privacy vs. efficiency” has to be solved in a transparent and legally correct way.

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Example: e-Gov portal solution for citizen of a federal state in Germany, that allows unified access to a large number of autonomous competent authorities

24/365 citizen request a service without knowing the

organization of the the administration:

Tight cooperation federal – state – local government

All relevant services online.

Enabling and indexing portal

One-Stop-Government with data / document safe

Generalize the approach as much as possible.

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Minimum Modell for eGov Minimum Modell for eGov Enterprise & Citizen PortalsEnterprise & Citizen Portals

GlossaryRequire-

mentsService

DescriptionDirectory

ofCompetent Authorities

Forms;Online Services

One-StopGovern-

ment

UserDirectory

Work-flowListExternal Processing by Autonomous Authorities

One-Stop-Gov.Workflow-Logic

access: anonymous, personalized, regional, on categories

One-Stop Government / One-Stop-Shop

fully integrated modules

Knowledge Base für „115“ & „2012“

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eGov Modell of the EU Services Directive Requires Innovations

One-Window / One-Klick / One-Stop-Government

Create integrated process communication with autonomous competent authorities

citizen request few services / year => data store for unspecified future needs

Chaotic home-PC => citizen don‘t find the documents they need (e.g. certificates on tax, health insurance, student allowances, bank account data)

Citizen’s eMail account often not operational.

Packaged services (e.g. when moving, building a house) require sophisticated .

Virtual counters give permanent insight from any place on the globe.

Saf

e D

ata

Sto

rag

e n

eed

ed

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eGov Modell of the EU Services Directive Requires Collaborations

Point of Point of Single Single

ContactContact

Collaboration Technology

Online-ServiceO 1

Online-ServiceO 8

Online-ServiceO 4

Online-ServiceO 34

One-Stop-Government Control Technology

Data and DocumentStorage for

Citizen

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Two Technical Workflow Solutions

MailControl by portal techn.Competent Authorities (CA) registerDocuments of service providers are delivered to CA according to privacy regulation.Workflow is fully controlled by portal.

SOAIT applications of CA connect to workflow of the portal automatically.Data exchange between portal collaboration and IT applications of CA is automatic.Certificates are communciated bay to the document safe.Privacy regulations are difficult to meet, e.g. service provider deletes his request, additional data is required, permanent info for service provider requires complicated SOA-interactions.

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Georg Schäfer from Baden-Württemberg Information about the Speaker  

Georg Schäfer 

Georg Schäfer, Mathematician, (57), entered public service in 1981 after 7 years in industry. During the first 3 years he was responsible for data privacy in the public sector. He then became head of the development of IT for local government in Baden-Württemberg and later deputy head of a research unit of clinical research and documentation. In 1988 he became head of the IT co-ordination team of the state administration of Baden-Württemberg. Since 2003 he acts as head of the division “IT technology, IT law” of the department for reforming the state administration, which is part of the Ministry of Interior of Baden-Württemberg. This department organized and co-ordinated the prominent administrational state reform of 2005 in Baden-Württemberg. Georg Schäfer is member of the administrative council of the Datenzentrale Baden-Württemberg, which is an IT service company for the local authorities of Baden-Württemberg. He is responsible for the co-ordination of IT with the European Union, the federal government of Germany and the other states in Germany as well as with the local government of Baden-Württemberg. Georg Schäfer is associate lecturer for E-Government at the University of Mannheim (http://veit.bwl.uni-mannheim.de/44.html)

 

Georg Schäfer published three books.