LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
Dematerializing the relationship with the Public
Administration
M. Pierre Schilling
Directeur-adjoint
Centre des technologies de l’information de l’Etat
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Background and focus
Centre des Technologies de l’Information de l’Etat
e-luxembourg: from buzzword to strategic unit:
•2001: Taskforce e-luxembourg created as a response to the egovernment initiative of the European Commission;
•2004: Consolidation of our structures, turning the taskforce into a
ministerial department composed of 25 experts in areas like
information strategy, communication, Web technologies and
business process management ;
•2009: Merger of Service e-luxembourg and the former Government
computer center (CIE) establishing the Centre des technologies de
l’information de l’Etat (CTIE), an internal service provider of more
than 150 ICT professionals.
An ambitious goal:
•Provide homogeneous and coherent information about institutions
and public services;
•Build a multichannel and user-centric interaction between citizens or
businesses on one side and the Administration on the other;
•Streamline backoffice processes and information systems.
The value and the quality of
public services
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
Provide
one
SAME ANSWER
to
one
SAME QUESTION
independently of
CHANNEL
TIME
LOCATION
and
INTERLOCUTOR
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
The necessity of a Corporate
Knowledge Base
Corporate BPM
Legal services
Administration a
BPM delegate
Organisational
structures
Human resources
Function
specifications
…
Administration n
Process
models
Citizen centers
Web Content
Front desks
Information
systems
repository
Internal market
secretary
BPM delegate
FAQ
De Guichet
Call center
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
Providing user-centric
services through a single
Webportal
One event
involving several
administrations
Citizen /
Business
Orchestration of administration specific processes
Admin A
Admin B
Admin C
Admin D
Admin E
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Portal architecture
Centre des Technologies de l’Information de l’Etat
Secured by
User interaction
Web Content
Home page
« My personal space »
Topic
Sub-topic
Life situation
Procedure
Virtual assistant
Personalized
download
of e-forms
Electronic
submission
of e-forms
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
De Guichet - Home page
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
De Guichet - Procedure
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
Unified description of
procedures
•
Title;
•
Objectives;
•
Administration(s) involved;
•
Trigger(s);
•
Prerequisites;
•
Deadline;
•
Service fee;
•
Description;
•
Legal framework;
•
e-form(s);
•
Virtual assistant.
« My Personal Space »
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
• Information vault
–
Stores recurrent personal data, thereby avoiding
iterative reentering of information that has already been
declared.
• Relationship history
–
–
Lookup list of concerns and their respective status;
Revisit the content of a specific folder:
•
•
•
request documents (forms and attachments);
bidirectional communication;
delivrables.
• Personal document repository (planned)
–
e-documents which could serve as an attachment or as
an information source for future concerns.
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Standard e-forms
Centre des Technologies de l’Information de l’Etat
Every form contains a
front page that
provides instructions
for a secured
electronic submission
and features a link
(red box) that will
automatically connect
the user to « De
Guichet »’s function
for posting the request
Assistant de dépôt du formulaire
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Virtual assistants
Centre des Technologies de l’Information de l’Etat
• Several administrative procedures may apply
to a simple event
• Virtual assistants go through 4 successive
steps:
-
Assess the event through a of questions and answers pyramid
Collect missing information (data not yet available in « my
personal space »);
Generate folder and its sub-folders;
Submit the service request.
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Perspectives
Centre des Technologies de l’Information de l’Etat
• Public – Public & Public – Private
partnerships:
-
-
Shared use of our platform (social security, communes, …);
Intermediary for secondary requests (on moving, change
subscriptions for utilities (telecom, gas & electricity, …);
Reception and storage of e-documents from any recognized
sender in a referenced personal repository (« my personal
space »); these e-documents can be used as potential
attachments to an administrative procedure.
• Collaborative networks
-
Create or cancel mandates given to trust companies;
Collaborative setup of request folders.
• Interoperability standards
-
e-Id;
Common semantics on a national and international level.
LE GOUVERNEMENT
DU GRAND-DUCHÉ DE LUXEMBOURG
Centre des Technologies de l’Information de l’Etat
Questions?