The Consequences of E-Government/E-Administration for the Future of Social Security International Conference on Information Technology in Social Security Valencia, Spain 14-16 October 2002 Check Against Delivery

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The Consequences of E-Government/E-Administration
for the Future of Social SecurityInternational
Conference on Information Technology in Social
Security Valencia, Spain14-16 October 2002
Check Against Delivery
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Presented By

• Janet Milne
• Assistant Deputy Minister
• Systems Branch
• Human Resources Development Canada
• Ottawa, Canada

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Electronic Delivery of National Social Services

• Canadas Experience

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Key Messages

• New business model - Not just a better version of
  today
• Get outside with the client and look in
• Simplify and integrate services, not just
  information
• Expect IT and organizational changes

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Steps towards integrated services

• Transactions on Internet
• ---------- gt
• Common information requirements 
•  ---------- gt 
• Integrated client file (CRM) 
•  ---------- gt 
• Integrated services
•  

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Imperatives for Change - Citizens Satisfaction -

• Overall positive rating of quality of services
  received by contact method

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Challenges of E-Government and E-Administration

• The Future of E-government Using todays
  technology to power tomorrows e-service delivery
• Leveraging Legacy Technology Getting the most
  out of existing systems
• Privacy and Security Fostering a relationship of
  trust between a government and its citizens

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Canada Progress in Government
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Five Year Service Delivery Vision

• The 1999 Speech from the Throne identified
  Government Online as a national priority
• Canadians want convenient, on-line access to
  social services
• Our 5 Year Vision

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Government Online Targets

• Tier One Federal On-Line Presence
• 100 by December 2001
• Tier Two Federal Electronic Service Delivery
• 50 by December 31, 2002
• 100 by December 31, 2004
• Tier Three Inter-Jurisdictional Electronic
  Service Delivery
• Pilots through 2004

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Progress Report

• Services for Job Seekers
• Job Bank is visited an average of 180 000 times
  per day, and is projected to soon receive 50
  million visits per year
• The Electronic Labour Exchange receives over 24
  000 visits per month and stores over 15 000
  on-line resumes

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Progress Report

• Service for Employment Insurance Claimants
• Appli-Web was nationally launched in April 2002
• Appli-Web processed over 35 000 Employment
  Insurance claims in July 2002
• Record of Employment Web project

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Progress Report

• Service for Seniors
• Access to Benefit Information
• Canadian Retirement Income Calculator

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Progress Report

• Service for all Canadians
• Interactive Voice Response systems now receive
  over 35 million telephone calls per year
• TELEDEC

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More than Government On-Line

• E-service delivery is not just about the Internet
• Its time for a change in vision
• Be prepared to re-haul, re-think, and re-organize
  business practices

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Modernizing Service for Canadians
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Service Delivery from a Client Perspective

• The Allison Story
• A vision to prioritize
• Accessibility
• Streamlined Services
• Improved use of Technology
• Increased Cross-Government Integration and
  Program Coherence
• Trust between Government and Citizens

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Circle of Life Benefits - Ontario
Loan Forgiveness Program
Bursaries, Scholarships Grants
Ontario Student Assistance Program
Ontario Tax Reduction
Interest Relief Program
Ontario Retail Sales Tax Exemption
Childcare Supplement for Working Families
Childcare Bursary Plan
Student Loan
Child Tax Credit
Student Loan Repayment
CPP child Benefit
SIN
Bursary for Students with Disabilities
Insurance Premium
Education Savings Grant
EI
CPP Contribution
CPP Death Benefit
Ontario Disability Support Program
CPP Disability
OAS Survivor Allowance
Disability Tax Credit
Property Tax Credit for Seniors
Assistance for Children with Severe Disabilities
Allisons Story (Tombstone Data)
CPP Survivor Pension
CPP Child Benefit
Sales Tax Credit for Seniors
OAS - GIS
Motor Vehicle Tax Rebate
Employment Leave
OAS Allowance
Guaranteed Annual Income Systems
Child Tax Credit
OAS Pension
Grant Contribution
CPP Pension
Community Assistance
Employment Insurance
EPB - Grant Contribution
Legend
Federal Benefits/Programs
Ontario Works
Provincial Benefits/Programs
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Harnessing Technology
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Technology Implications of E-Service Delivery

• Integrated information and services, organized by
  citizen's needs
• 24 hour / 7 day accessibility
• Convenient access from home, workplace or public
  access sites
• Ease of use by citizens, including those with
  special needs
• Respect for privacy, security and confidentiality
• Service choice - electronic services do not
  replace traditional service delivery channels.

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Major Components of the Core Infrastructure for
E-Service

• Architecture
• Three-Tier Hosting Services
• Legacy System Extensions
• Information Dissemination Services
• Application Development Support
• Security
• GOL Core Security Infrastructure
• Secure File Transfer
• Shared Tools
• Corporate Search Engine
• E-Mail Response Management
• Web Content Management
• Portal Technology and Clusters

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Major Components of the Core Infrastructure for
E-Service

• Architecture
• Three-Tier Hosting Services
• Legacy System Extensions
• Information Dissemination Services
• Application Development Support
• Security
• GOL Core Security Infrastructure
• Secure File Transfer
• Shared Tools
• Corporate Search Engine
• E-Mail Response Management
• Web Content Management
• Portal Technology and Clusters

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The First Step A Secure Channel

• Protecting information of Government and Citizens
• Client identification without face-to-face
  interaction
• Public Key Infrastructure Program

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Public Key Infrastructure

• Protects privacy by ensuring that electronic
  communications are not intercepted
• Assures that electronic communications are not
  altered during transmission
• Verifies the identity of the parties involved in
  an electronic transmission
• Ensures that no party involved in an electronic
  transaction can deny their involvement in the
  transaction

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Leveraging Legacy Systems
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Working with what you have

• How to leverage the system you already have
  without major re-engineering efforts
• Extend utility, interoperability, and usability
  of legacy systems
• Middleware software
• Software to launch legacy systems on the Web
• Friendlier user interface

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Privacy E-Service Delivery
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Protecting the Privacy of Citizens

• Does technology threaten privacy?
• Protecting Privacy in a multi-tiered government
• Shared databases Vs. separate databases
• Compartmentalized data storage
• Open Information sharing or Need-to-Know basis?

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Building a Relationship of Trust

• Importance of Perception
• Canadas Privacy Commissioner
• The Privacy Act
• The Personal Information Protection and
  Electronic Documents Act
• Canadathe first country to make Privacy Impact
  Assessments mandatory

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Where do we go from here?

• Continue to prioritize citizen-centered programs
• Increase integration between levels of government
• Reduce in-person transactions

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Conclusion

• Panel Discussion
• Topics

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Discussion Topics

• What level of integration across delivery
  channels (web, mail, phone, face to face) has
  been achieved. Is this a major challenge for you
  since it implies the existence of a complex
  integrated case management system which keeps
  tract of all client interactions regardless of
  the delivery channel?
• Are the existing policies and legislations
  enabling or hampering the implantation of a
  secure citizen-centered e-service environment?
• Is it feasible/realistic to expect a common
  architecture for all government e-services? What
  are your successes in this area?

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Discussion Topics

• Can e-services achieve success through technology
  without first establishing new modern service
  delivery business models which focuses on the
  clients needs?
• If your organisation/government is being
  transformed to become client centric, how is this
  affecting the organizational structure of the IT
  Branch?.