Best Practices in
Germany and European Union
Dipl.-Math. Ministerialrat Georg Schäfer
Ministry of Interior Baden-Württemberg
State of Baden-Württemberg
Population: 10,7 Mio Citizen
Annual State Budget 2005: 31,6 Billion €
Workforce State Administration: ca. 231.000 Full-Time Employees
# PC Work Places in State Administration ca. 85.000, about
150.000 in Local Government
# Authorities: ca. 1600 ( All are connected to the State
# Authorities of Local Government, Counties, ... :
ca. 1.100 +
about 200 state laws
State and Local Government are the operational Level of the
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
Services Directive Requests IT to be
Where 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
Internal Market Information System (IMI)
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
– 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
The IMI system
Horizontal and vertical applications
COMPETENT AUTHORITIES AND NATIONAL EXPERTS
CA CA CA CA
DATA DATA DATA DATA
Information Information Information Information
exchange for exchange for LANGUAGE exchange for exchange for
SERVICES ……... ……...
QUESTIONS QUESTIONS QUESTIONS QUESTIONS
QUESTION SET GENERATOR
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
is generally applied. ‘requirement’ means any obligation, prohibition, condition
or limit provided for in the laws, regulations or administrative
provisions of the Member States or in consequence of
case-law, administrative practice, the rules of professional
bodies, or the collective rules of professional associations or
iff = if and only if other professional organisations, adopted in the exercise of
their legal autonomy; rules laid down in collective agreements
negotiated by the social partners shall not as such be
Folie 7 seen as requirements within the meaning of this Directive;
eGov portal strategy is driven by needs,
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:
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
Basic conflict “privacy vs. efficiency” has to be
solved in a transparent and legally correct way.
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.
Minimum Modell for eGov
Enterprise & Citizen Portals
access: anonymous, personalized, regional, on categories
Require- Service ment
fully integrated modules Competent
One-Stop Government / One-Stop-Shop
External Processing by Autonomous Authorities
Knowledge Base für „115“ & „2012“
eGov Modell of the EU Services
Directive Requires Innovations
One-Window / One-Klick / One-Stop-Government
Create integrated process communication with autonomous
Safe Data Storage needed
citizen request few services / year => data store for unspecified
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
Virtual counters give permanent insight from any place on the
eGov Modell of the EU Services
Directive Requires Collaborations
One-Stop-Government Control Technology
Online-Service Online-Service Online-Service Online-Service
O1 O4 O 34 O8
Two Technical Workflow Solutions
Control by portal techn. IT applications of CA connect to
Competent Authorities (CA) workflow of the portal
Documents of service providers Data exchange between portal
are delivered to CA according to collaboration and IT applications
privacy regulation. of CA is automatic.
Workflow is fully controlled by Certificates are communciated bay
portal. 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
Georg Schäfer from Baden-Württemberg
Information about the Speaker
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
Georg Schäfer published three books.