Eloket : a generic integrated electronic office

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Eloket a generic integrated electronic office

• Guy de Pauw , Cevi

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What is Eloket, what does it do

• It is a web service
• Two-way
• Its an electronic front office
• Tied into the municipal backoffice

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Application area , content

• Citizen data records
• Life event records birth, marriage, death
  certificates
• Coming soon on this screen housing information,
  building permits, environmental permits

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Organisation, how is it run

• Content, specifications a workgroup of
  municipal population records officers, cities of
  Gent, Bruges, Koksijde, Deinze etc
• Design, programming Cevi
• Tools Microsoft ASP , IIS Active Server Pages
  / Internet Information Server

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Exploitation mode installed as a plug-in into
the municipal web site

• Takes on the format of the municipal site
• But in fact web services are delivered by a
  central secure server
• runs in ASP (application service provider) mode
• Advantages all citizens/municipalities get same
  level of service
• Only one (secure) server accessing population
  records database

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Why does the public love it?

• They love the order status tracking at least
  they know what happened to their request
• They can order anytime they like
• Less physical trips to the municipality service
  centre
• But even then you have to keep on advertising
  the service offering
• People tend to forget about it
• obvious on average only 1.5 interaction with
  your municipality/year so lets be modest

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Some stats
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Why do the municipalities love it?

• Less costly than stretching opening hours
• Late hour staffing of service points is a
  headache
• Installing Eloket takes less than a day
• Nonthreatening to the own corporate identity
• Eloket becomes an extension of the existing
  service offering, no competition

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Sticky points, problem areas, headaches,
heartburns

• Who is the surfer? Foolproof ID
• Answer universal national digital ID-card with
  digital certificate (PKI)
• In 2002 pilot project , 2003-2006 universal
  roll-out
• How can we protect electronic documents against
  forgery?
• Now delivery via classic hard copy mail
• Later eventually through e-mail and/or PostBox,
  a service of Belgian Post Group

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Dos and donts. First the donts

• Dont try to take other peoples jobs , dontt
  start turf wars
• Dont try to right electronically what is wrong
  in real life
• E-government cannot make stupid rules intelligent
• Only legal and administrative reform can
• Dont be overimpressed by technology
• No banners, no Mickey Mouse shows it slows your
  website and irritates people

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Dos and Dictums

• eGovernment cannot rectify the confusion caused
  by administrative and legal stupidity(Courteline)
  
• A front office without a back-office is only a
  décor, a pure façade.(Mel Brooks in Blazing
  Saddles)
• Never forget e-government is an extension of
  your service offerings, not a substitute(Antoine
  de St-Exupéry)

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Start with the infrastructure

• In Belgium we have two outstanding institutions
  that are essential in the execution of
  e-government intentions
• The national population registry (Rijksregister,
  Fichier national)
• The Cross-Reference database (Kruispuntdatabank,
  banque Carrefour)

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Recent Belgian federal initiatives start with
the infrastructure

• Design and implementation of an UME (Universal
  Messaging engine)
• To exhange citizens data in XML format
• The study and introduction of a universal digital
  ID-card , with digital certificates a
  governmental PKI

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Credits to

• our customers experts who defined the specs
  Gent, Brugge, Deinze etcvisit
  www.demo.eloket.be
• Our design and support team keep up the good work

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Actual users

• Brugge

Deinze
De panne
Gent
Hoeilaart
Blankenberge
Koksijde
Kruibeke
Roeselare
St-Niklaas
Zele
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Future users
Aalst
De Haan
Izegem
Brakel
Ninove
Wielsbeke
Zomergem