service digitization and the implementation of the once only ......2018/09/25 · costa rica...

The Once-Only Principle for Europe Conference – September 2018

Elsa EstevezUniversidad Nacional del SurConsejo Nacional de Investigaciones Científicas y Técnicas (CONICET)Argentina

Service Digitization and the Implementation of the Once Only Principle

– Experiences from Latin America

AIM AND AGENDA

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AIM

To present some background about service digitization and the implementation of the Once-Only Principle (OOP) in LatinAmerica and the Caribbean (LAC) and a comparative analysis of the approaches followed by Uruguay, Chile and Mexico .

AGENDA

1 EGOV STATUS What is the current status of e-Government development in Latin America?

2 SERVICE DELIVERY What is the current status of service delivery in Latin America?

3 OOP AND DIGITIZATION What are the approaches for the implementation of the OOP and digitization?

4 LESSONS LEARNT What are the lessons learnt?

5 CONCLUSIONS What can we conclude?

Results presented here are from a research project aimed at assessing organizational and governance models for administrative simplification in Latin America, financed by the Inter-American Development Bank (IDB).

E-GOVERNMENT DEVELOPMENT IN LATIN AMERICA


EUROPE – 43 COUNTRIES LATIN AMERICA – 32 COUNTRIES COMPARISON

Very High EGDI - values greater than 0.75High EGDI – values between 0.50 and 0.75Medium EGDI – values between 0.25 and 0.50

AVG EGDI

Europe 0.77300

Latin America 0.56034

27, 63%

16, 37%

Very High EGDI High EGDI

1, 3%

22, 69%

9, 28%

Very High EGDI High EGDI Medium EGDI

27

16

1

22

9

Very High EGDI High EGDI Medium EGDI

Europe

LAC

ONLINE SERVICE DELIVERY IN LATIN AMERICA


0.92 0.920.89 0.88

0.83 0.82

0.75 0.730.70

0.67 0.67 0.66 0.66 0.65 0.64 0.63 0.610.56 0.56 0.53 0.51 0.49

0.45 0.44 0.43 0.41 0.40

0.33 0.32 0.30 0.29 0.28

SERVICES DELIVERED BY NATIONAL GOVERNMENTS


50004700 4679 4535

37573217 3000

27082454 2398

21621740 1639 1614 1508 1385

1100 1010

366

HOURS NEEDED TO COMPLETE A SERVICE – BY COUNTRY


11.3

8.6

7.46.9 6.7

5.8 5.5 5.4 5.34.8 4.5 4.2 4.2 4.2 4.1

3.73.2 3.1

2.2

HOURS NEEDED TO COMPLETE A SERVICE – BY TYPE OF SERVICE


3.8

4.4

5.1

5.4

6.3

6.8

7.4

7.9

8.2

9.9

Paying tax

Identity or civil registry

Vehicles

AVG LAC

Education or health

Other

Social programme

Reporting a crime

Open/close company

Real estate

SERVICES THAT CAN BE INITIATED AND COMPLETED ON LINE


100%89%

75%

50%

35% 34% 33% 30%21% 17% 15% 15% 11% 10% 5% 3% 1%

INITIATE COMPLETE

Europe (Initiate) 81%

AIM AND AGENDA


AIM

To present comparative analysis of the experience of Uruguay, Chile and Mexico in service digitalization and the implementation of the Once-Only Principle.

The analysis originated in a research project aimed at assessing organizational and governance models for administrative simplification in Latin America, financed by the Inter-American Development Bank (IDB).

AGENDA

1 EGOV STATUS What is the current status of e-Government development in Latin America?

2 SERVICE DELIVERY What is the current status of service delivery in Latin America?

3 OOP AND DIGITIZATION What are the approaches for the implementation of the OOP and digitization?

4 LESSONS LEARNT What are the lessons learnt?

5 CONCLUSIONS What can we conclude?

OOP IMPLEMENTATION


REGIONAL STATUS

In LAC, there is a strong interest in implementing the principle - 13 out of 22 countries report having initiatives (whether it is a program or a law).

4 countries reported to know the agencies that are fulfilling it – Ecuador, Mexico, Peru and Venezuela

2 informed that 100% of the entities were involved – Ecuador and Mexico.

DO HAVE INITIATIVES DO NOT HAVE INITIATIVES STATISTICS

Brazil Nicaragua Argentina Honduras

Chile Panama Bahamas Jamaica

Colombia Peru Barbados Puerto Rico

Costa Rica Dominican Republic Belize Trinidad y Tobago

Ecuador Uruguay Guyana Guatemala

El Salvador Venezuela Haiti Surinam

Mexico

13, 52%12, 48%

DO HAVE OOP INITIATIVE

DO NOT HAVE OOP INITIATIVE

OOP IMPLEMENTATION AND INTEROPERABILITY


REGIONAL STATUS

The implementation of the OOP is a main motivation for using interoperability platforms. However, governments in LAC are at the early stages of resolving interoperability issues.

DO HAVE INTEROPERABILITY STANDARDS DO HAVE INTEROPERABILITY PLATFORMS

Argentina Puerto Rico Argentina Mexico

Brazil Peru Belize Panama

Chile Dominican Rep Chile Puerto Rico

Costa Rica Uruguay Costa Rica Peru

Ecuador Venezuela Ecuador Uruguay

México Trinidad y Tobago El Salvador Venezuela

Nicaragua Guyana

Panama

Yes, 15 No, 5No, have plans, 5

Yes, 12 No, 6No, have plans, 7

RESEARCH PROJECT – CONCEPTUAL FRAMEWORK

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RES

ULT

S

INSTITUTIONAL ASPECTS

Division of responsibilities Sub-national level Interinstitutional coordination

INTERNAL ORGANIZATION

Strategic orientationOrganizational structureHuman capitalBudget

IMPLEMENTATION

PlanMethodologyTechnologyPPPAccountabilityChange managementCybersecurityInformation sharing

DEMAND

Digital literacyConnectivityCitizen participationCommunication

POLITICAL AND LEGAL FRAMEWORK

Political support Legal framework Incentives and punishments

APPROACHES FOR DIGITIZATION – CHILE


METHODOLOGY

The methodology includes 4 steps: 1) diagnosis; 2) change definition; 3) development; and 4) evaluation.

Reusable components are centrally provided:

digital single key (Civil Registry Service),

digital signature

PISEE interoperability platform

SIMPLE (BPM)

The Government Laboratory seeks to redefine the relationship between the State and citizens through public innovation to improve services using a methodology based on design thinking.

APPROACHES FOR DIGITIZATION – MEXICO


METHODOLOGY

The methodological approach comprises 9 dimensions: 1) standards, 2) mobile government applications, 3) payment gateway, 4) advanced electronic signature, 5) interoperability, 6) digital identity, 7) “stamp of excellence”, 8) assistance to local governments, and 9) innovation.

The process designed for the standardization of procedures involves 6 stages: 1) plan, 2) standardize, 3) test, 4) publish, 5) evaluate, 6) improve, and 7) certify.

The Digital Services Standard includes 4 stages and mobile applications. For each stage, there are standards, recommendations, and guidelines.

APPROACHES FOR DIGITIZATION – URUGUAY


METHODOLOGY

Based on a service catalogue, they created an "implementation factory“ comprising a classification of business processes (11 categories were identified), the provision of “building blocks” (front-end and back-end), and they hired privatecompanies configure and implement the business processes in each organization.

AGESIC defined a process for identifying, classifying and hiring the private companies.

With 8 Ministries, they worked with the Laboratory of Social and Public Innovation (LIS), defining a multidisciplinary team that worked on the "as is" and "to be" scenarios for selected business processes (adopting the MindLab Methodology of Denmark).

APPROACHES FOR DIGITIZATION – COMPARISON


CHILE MEXICO URUGUAY

Digitization is driven from the "reuse of existing resources" to simplify citizen service (front-office).

Centralized policies and tools and decentralized implementation

Regulatory simplification and digitization is driven by the implementation of the “single window”.

Centralized coordination and decentralized implementation

Digitization is driven by standard reference solutions for the front- and back-office applications.

Centralized coordination and semi-centralized implementation.

LESSONS LEARNT


SYNTHESIS

The OOP is a mechanism for simplification; however, in LAC digitization is still the main driver to service simplification.

Chile and Uruguay pursue digitization-driven simplification, following the Estonian model.

In Mexico, regulatory simplification is a requirement for digitization.

The establishment of a government entity only responsible for administrative simplification working as filter for digitization appears as a good practice. Such entity could also be responsible for the implementation of the OOP.

CONCLUSIONS


LAC is far behind Europe in service digitization and the implementation of the OOP.

Governments in LAC are investing significant efforts in service digitization.

The OOP implementation still appears at a very early stage. Previously, solving interoperability issues remains as a key challenge.

Europe has been always a reference model and a source of good practices for LAC, so we are looking forward to know the lessons learnt from the OOP implementation in the European countries.

ACKNOWLEDGEMENTS


This presentation has been prepared based on:

“El fin del trámite eterno - ciudadanos, burocracia y gobierno digital”

“Wait no more - citizens, red tape and digital government”

by Benjamin Roseth, Angela Reyes, Carlos Santiso

See more at: https://publications.iadb.org/handle/11319/8930?locale-attribute=es&locale-attribute=pt&#sthash.mqR8fW0S.dpuf

https://publications.iadb.org/handle/11319/8930?locale-attribute=es&locale-attribute=pt&#sthash.mqR8fW0S.dpuf

Many Thanks!

Elsa [email protected]

service digitization and the implementation of the once only ......2018/09/25 · costa rica...

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