One-Stop-Government Best Practices in Baden-Württemberg

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One-Stop-Government Best Practices in Baden-Württemberg Powered By Docstoc
      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
    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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     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

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Services Directive Requests IT to be
Rigorously Simple
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
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Internal Market Information System (IMI)
     original IT-system:
     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

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The IMI system
Horizontal and vertical applications

                   CA                CA                     CA              CA
                  DATA              DATA                   DATA            DATA

             Information      Information                   Information     Information
            exchange for     exchange for      LANGUAGE    exchange for    exchange for

                             PROFESSIONAL       SUPPORT
              SERVICES                                         ……...           ……...

                 QUESTIONS         QUESTIONS              QUESTIONS       QUESTIONS

                               QUESTION SET GENERATOR
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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
                       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,
              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:
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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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 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
                 Enterprise & Citizen Portals
                       access: anonymous, personalized, regional, on categories
                                                                  Forms;                  Govern-
                           Require- Service                                                ment
                Glossary                                          Online
                            ments Description
                                                  Directory       Services
fully integrated modules                         Competent

                One-Stop Government / One-Stop-Shop
                                                                                  flow     Directory
                      External Processing by Autonomous Authorities

                           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
Safe Data Storage needed

                                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
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            eGov Modell of the EU Services
           Directive Requires Collaborations
                                                               Data and
                                                              Storage for

                            Point of

                Collaboration Technology
                     One-Stop-Government Control Technology
            Online-Service Online-Service Online-Service Online-Service
                 O1             O4             O 34           O8
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Two Technical Workflow Solutions

     Mail                               SOA
     Control by portal techn.           IT applications of CA connect to
     Competent Authorities (CA)         workflow of the portal
     register                           automatically.
     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
                                        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 (

Georg Schäfer published three books.

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