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World Bank Group Staff Learning Meeting ICT AND INVESTMENT CLIMATE REFORM Achieving measurable impact through the use of technology Mombasa, Kenya

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Title: World Bank Group Staff Learning Meeting ICT AND INVESTMENT CLIMATE REFORM Achieving measurable impact through the use of technology Mombasa, Kenya


1
World Bank GroupStaff Learning Meeting ICT
AND INVESTMENT CLIMATE REFORMAchieving
measurable impact through the use of technology
Mombasa, Kenya May 17-18, 2010
  • DEVELOPING A SUSTAINABLE BUSINESS REGISTRY
    TECHNOLOGY PLATFORM
  • Case study from Serbia
  • Branislav Dobrosavljevic,
  • CIO, Serbian Business Registers Agency (SBRA)

2
CONTENT
  • SBRA IntroductionRegistration reform in
    Serbia, SBRA Registers, SBRA services
  • Information system Birth and survivalDesign,
    implementation, sustainability, stabilisation
  • Information system Maturity and growthTowards
    SOA architecture and value-added electronic
    services
  • Challenges and solutionsLessons learned, future
    development plans

3
GOALS FOR REFORMING THE REGISTRATION SYSTEM
  • ? To simplify and accelerate the business
    registration procedure in Serbia
  • ? To create a more favorable business environment
    for foreign investments
  • ? To create conditions for easier business start
    ups in Serbia
  • ? To upgrade state administration through a
    greater reliance on IT
  • ? To establish the conditions for creating new
    jobs and reducing the informal economy and
    corruption.
  • SBRA (Serbian Business Registers Agency) or
    Agencija za privredne registre APR (Serbian)
    , established in 2004, as a crucial part of the
    registration reform in Serbia, started its
    operation 3.1.2005. SBRA Information system was
    completed until 31.3.2006. as a result of the
    project funded by Swedish government and
    administered by the World Bank (ICB procurement
    method).
  • Until 2009, SBRA operated 3 registres
  • Register of Business entities, Register of
    Pledges and Register of Financial leasing.

www.investmentclimate.org
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4
Registers operated by SBRA
  • Agencija za privredne registre APR (Serbian)
    orSBRA (Serbian Business Registers Agency)
  • Until 2009, SBRA operated 3 registres
  • - Register of Business entities (Companies and
    Entrepreneurs)
  • - Register of Pledges on movable assets and
    rights (Collateral Registry)
  • - Register of Financial leasing
  • From October,2009 to January,2010 five more
    registers started
  • - Register of Associations (NGO) and Register of
    Foreign associations
  • - Register of Public Media
  • - Register of Financial statements and Data on
    solvency
  • - Register of Tourism, with number of
    sub-registers.
  • Until the end of 2010, and in the first half of
    2011, number of new registers will be started
  • Register of Bankruptcy estate Register
    of Regional development measures and Incentives
    Register of restraining orders Register of
    Sports Associations Register of Institutions
    Register of Chambers of Commerce etc. (more
    than 20 registers expected until 2011)

5
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6
Before and after the Establishment of the SBRA
  • BEFORE
  • SBRA TODAY

DIVIDED RESPONSIBILITIES FOR REGISTRATION OF BUSINESS ENTITIES
Lack of the unique and updated records.
Non-transparent registration procedureCORRUPTED Commercial Courts in Serbia(Source Feasibility Study for EU accession)
On the business management of various records that are currently within the SBRAs competence, MORE THAN 1,500 EMPLOYEES were engaged (17 commercial courts, 165 municipal offices, Billing and Payment Office Statistical Office of Serbia, Ministry of Internal Affairs, Ministry of Public Administration and Local Government, Ministry of Foreign Affairs, ministries and / or sectors in charge of tourism, National Bank of Serbia ...)
Average registration time 71 days (2002) 54 days (2003)
JURISDICTION FOR THE CONDUCT OF THE PUBLIC ELECTRONIC REGISTERS
Irmplementation of registration procedures is in accordance with the principles of efficiency and transparency . The five-day silence is consent principle is applied.
SBRA is a self-financed institution (sustainable development) based on the registration fees and fees for other services that SBRA provides (since its establishment in 2005, SBRA has slightly changed its fees only in early April 2010)
350 persons employed or engaged in the Belgrade office and its 13 remote offices throughout Serbia - activities on integrated reception of applications, mail expedition, scanning, archiving, administrationOver EUR 2 Million- Value of existing software , hardware and equipment
Average registration time 3 days, max 5 days (as of May 6, 2009 - One-stop shop system of business registration was introduced) Along with SBRAs registration decree, an applicant gets a tax ID number, Health and Pension Funds and Employment Organization records.
7
DOING BUSINESS 2010 7 PROCEDURES, 13 DAYS
No. LTD START-UP PROCEDURE Time to complete Cost to complete
1 Notarize the memorandum of association and lease contract at the Basic Court 1 day approx RSD 1,500
2 Open a temporary bank account pay founding deposit or its part and all other fees 1 day no charge
3 Apply and obtain the registration certificate, tax identification number, Pension fund (PIO Fund)and Health Fund certificates, certify the signatures (three copies) for opening bank account and register the employment contracts with the Employment Organization 3 days RSD 5,060 ( RSD 3,600 RSD 1,750) RSD 15 (form OP)
4 Open a permanent business account with the commercial bank 1 day (less than half a day) RSD 400 (signature certification and republic tax)
5 Make Stamp and seal 1 day RSD 2,500
6 Register with local tax authority 5 days no charge
7 Register the employment contracts with the Employment Organization/Fund 1 day no charge
13 days
8
SBRA in Figures
  • 112,405 business entities
  • 224,054 entrepreneurs (sole traders)
  • 1,500 representative offices of foreign legal
    entities
  • 112,600 financial statements for 2008
  • 1,898 associations
  • 44 foreign associations
  • 912 Public media
  • 57,087 financial leasing contracts
  • 63,655 pledge contracts, securing claims of over
    EUR 17 billion
  • - 565,000 applications (processed in 2008)
  • - 2,500 applications per day
  • - over 3,000,000 records taken over from the
    Commercial Courts
  • and local authorities are filed in the SBRA
    archives
  • - over 10,000,000 scanned archived pages
  • - over 5,000,000 hits at the SBRA Web page
    (676,000 hits in Sept 2009)
  • - over 35,000 hits per day
  • - 324,022 users of the SBRAs Info Center

RATIO BTW. SBRAS EMPLOYEES AND ITS CUSTOMERS
350 employees Registered entities and
contracts 825,000 2,360 PER EMPLOYEE Over 5
Million archived files
9
SBRA RESULTS
Number of registered companies in Serbia
  • SBRA Internet site is the most visited in Serbian
    public sector
  • About 1 million monthly visits
  • About 50.000 daily visits.

10
e-Government in Serbia Strategy, Laws and
Implementation
  • e-Government Development Strategy and Action
    Plan modern, based on EU and regional SEE
    documents and initiatives
  • Law on electronic signature (December, 2004),
    bylaws completed mid-2008
  • Law on electronic document (2009), bylaws
    completed recently
  • Certificate Authorities 1 (2008), 2 (2009), 3
    (2010)Qualified electronic certificates
    penetration still low, expected growth in 2010.
  • Electronic payments Limited possibility to pay
    in local currency (Dinars/RSD), although
    electronic banking and credit cards are widely
    adopted
  • Electronic services in public sector Still at
    low level, while substantial improvement is
    expected in 2010/2011 (new e-Government Portal,
    including electronic payments in dinars, curently
    in the final testig phase).

11
Data delivery Services of SBRA
  • G2G services - Data delivery to other
    governmental institutions (more than 30 regular
    partners in public sector, including key
    ministries and agencies)
  • Standard data delivery One of 5 standard data
    categories, delivered by Web Service, FTP, E-mail
    or CD/DVD
  • Special requests Customised sets of data and/or
    statistical analysis (free of charge).
  • G2B/G2C services - Data delivery to businesses
    and citizens
  • Standard data delivery One of 4 standard data
    categories, delivered by Web Service, FTP, E-mail
    or CD/DVD Minimal fee (0.1-0.3 USD) per record
  • Special requests Customised sets of data, on
    request Data analysis (limited complexity)
  • Free initial analysis service (selection of
    records, E-mail proforma invoice)Low price,
    Quick delivery, Online support, Contact center
    support
  • Important source of SBRA revenue (3-5), fast
    growth expected.

12
G2B, G2C Services of SBRA Towards full
electronic registration
  • SBRA Information system is e-Services ready
    from the beginning
  • Unfortunately, due to improper legislation
    (mandatory paper with signature and stamp), and
    lack of electronic signatures and payments,
    implementation of mayority of e-Services was
    postponed
  • Existing electronic services for businesses and
    citizens are
  • Complete information services, including highly
    usable models for all important documents
  • Internet Search on entity status, with complete
    data for one entity, available for free
  • Current status of the submisson (case) available
    on SBRA web site or via SMS and Contact center
  • All Forms available online, in PDF format
    (fillable, printable, downloadable), some could
    be submitted
  • Registration of entrepreneurs, issuance of
    extract from the Register (semi-electronic).
  • Services in final testing phase, to be available
    very soon
  • Electronic issuance of the extract from the
    register, for companies and entrepreneursThis
    service will be soon available on both SBRA
    portal and national e-Government portal
  • Registration of entrepreneurs - complete proces,
    including issuance of digitally signed
    Resolution
  • Ordering and sending Financial reports and other
    value-added data delivery services
  • Services for future implementation
  • As electronic payment services in local currency
    (Dinars/RSD) are in final testing phase, all the
    services non-dependable on external partners will
    be published until the end of 2010, or early
    2011
  • Full electronic registration of companies (EU
    benchmark service) is ready in SBRA, but depends
    on extrernal partners (usage of electronic
    signatures in Courts for Articles of Association).

13
Future SBRA business strategy -Principles of
sustainability
  • At the beginning, self-financing of SBRA was
    assured by
  • 3-month financing of all operational costs from
    the Swedish donation
  • Sufficient fees for the SBRA services, set by
    law
  • Low costs Simplified registration process,
    skillful SBRA staff.
  • Until now, self-financing of SBRA kept by
  • Continually improved business processes and
    people productivity(fees not changed for 5
    years, while cummulative inflation was gt40)
  • Improved Data delivery services (5 of income
    planned for 2010).
  • In the future, self-financing of SBRA will be
    based on
  • Further improvement of business processes,
    including standardisation (ISO 9001)
  • Improvement of Information system, based on SOA
    and virtualisation
  • Improvement of services, based on the combined
    data from SBRA registersIncome from value
    added services expected to grow to 10-20 of
    total SBRA costs in 2012, up to 50 in 2015-2016.

14
2. Information system Birth and survival
  • SBRA Information system development
    2005-2009/2010
  • PHASE 1 (2005)
  • Elementary hardware (few multiple-purpose Dell
    servers)
  • Temporary software solutions for all registers,
    basic services.
  • PHASE 2 (2006/III-2007)
  • SBRR - Fully implemented World bank administered
    project (Oct.,2004 March,2006)Swedish
    donation cca 1.4M EUR, including ICT and 3 months
    SBRA operational costs Interesting experience
    included additional donations, temporary S/W
    solutions, etc.
  • Sufficient hardware (Fujitsu-Siemens servers, EMC
    storage, Cisco communications)
  • Stable software solutions for registers Improved
    services (G2B/G2C).
  • PHASE 3 (2008-2010/VI)
  • Extended hardware and communications Completed
    software solutions for registers
  • High-quality services (G2G, G2B/G2C) One Stop
    Shop project, phase 1 (2009/V)
  • First steps of SOA-based integration IRIS module
    (Integrated registration input).
  • Microsoft-based platform Windows Server
    2000/2003/2008, MS SQL Server 2000/2005/2008
    Development platform Microsoft .Net framework,
    C.

15
ISSUES RESOLVED DURING THE SBRR PROJECT
  • Project Serbia Business Registration Reform
    (SBRR)
  • Grant No. TF052718
  • IFB Title Supply and Installation of the new
    Serbian Business Registration System software and
    hardware
  • IFB Number SAM-SBRR-ICB-001-SSB-05-TF052718
  • Date of issue May 18th, 2005.
  • Date of completion March 31th, 2006.
  • ?Selection of the experienced international
    consultant, able to adapt to the local
    circumstances is crucial (technical skills are
    not the key point)
  • ?World Bank project should be managed carefully
    from the very beginning
  • Wrong selection of ICB procurement method for
    goods almost killed Serbian SBRR project!
  • ?Consider realistically the timeframe for each
    phase of the project
  • ?Close and proactive cooperation with the World
    Bank staff Local World Bank Office in Belgrade
    helped a lot, especially at critical ponts.

16
SBRA initial system architecture 2009/2010
17
3. Information system Maturity and growth
  • SBRA Information system development in 2010/2011
  • PHASE 4 (2010/Q3,Q4)
  • KOICA project (donation 3.2 M from R.Korea)
    implementation (2009/VI)
  • New hardware platform (IBM), software platform
    (IBM) and development tools (Java)
  • Initial SOA architecture using ESB Web services
    internal and external integration
  • Completed set of services using qualified
    electronic signatures (G2G, G2B/G2C).
  • PHASE 5 (2011)
  • SBRA long-term strategy, Business process
    allignment, Development budget assuranceStandard
    isation (ISO 9001, 27001)
  • Hardware integration (IBM, Microsoft) H/W,
    communications, security, administration
  • Software integration - SOA architecture
    improvement, software standardisation and
    consolidation (long-term target Generic register
    rules, processing and software)
  • Extended set of electronic services, value-added
    services (DW/BI/KM based).

18
SBRA as a Governmental Information Hub
19
KOICA project components
  • SBRA Business process improvement project,
    including new harware and software implemented
    2008-2010, donation 3.2 M from R.Korea
  • All components developed and installed until
    2009/VI, full implementation 2009/XII.
  • ONE STOP SHOP for registration (OSS), Phase 2
  • Full automation of processes between SBRA and
    partner agencies, standardised WS
  • INTEGRATED REGISTERS (IR)
  • Improved IRIS module (integrated register input)
    very important part of the systemIntegrated
    archive operation and Integrated expedition
    activities to follow.
  • ELECTRONIC ARCHIVE (EA)
  • DMS (IBM FileNet) for unified storage and
    maintenance of electronic documents, both scanned
    images and documents produced by SBRA registers
    Strong search engine.
  • FDI PORTAL (future FDI Register)
  • Collects and publishes relevant Foreign Direct
    Investment data from multiple sources
  • INFORMATION HUB PORTAL (IHP)
  • SBRA Portal for G2B/G2C electronic services,
    using qualified electronic signatures Includes
    authentification, submission, payments, delivery,
    notification, etc.

20
SBRA Software Architecture Current state
G2B
G2G
Permanent Electronic Archive
Temporary Electronic Archive
Regional Offices
Commu nications
DMS
Tax Office
WAN

Operators
Employ.office
Pension Fund
Register of Business Subjects
LAN Operators
Health.Insur.
Portal 1
Register of Leasing
Statistic.Office
Register of Pledges
National Bank
Enterprises
Banks
SMES
Municipalities
Internet
G2C
G2G
G2B
21
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22
After implementation of eArchive
Store document and its metadata to appropriate
folder
5
6
11
Kofax
Scanning process
Create / update folder
Query for barcode meta
7
FileNet
4
Document metadata
10
8
9
Saves petition
2
Document Management Service
IrisService
SBRA
Petition
Receipt
Upon receive documents are sent to scan
3
1
Party
23
One Stop Shop for registration(OSS-SBRA)
  • Successful Multi-agency project, supported by
    Serbian GovernmentExample of coordinated legal,
    organisational and technological efforts.
  • Preparation 2006-2008 (complete study 2006/XII)
  • Phase 1 From May, 2009 (Government decision
    2009/XI)
  • Partner agencies Tax Authority (TA), Pension
    fund (PF), Health Fund (HF)
  • Processes partly automated (Web services, FTP
    data exchange).
  • Phase 2 From June/December, 2010 (Part of KOICA
    project)
  • Additional partners National Bank of Serbia
    (NBS), Employment Office (EO), Statistical Office
    (SO), Ministry of Interior (MUP).
  • Processes fully automated (coordinated Web
    services on IBM ESB).

24
OSS PRINCIPLES DESIRED MODEL OF BUSINESS
REGISTRATION
  • ?Introduce a single business registration form
  • ? Introduce a system whereby public authorities
    can recognise enterprises by a single
    identification number
  • ? Set up single contact points where a single
    registration form can be deposited
  • ? Ensure that government departments avoid
    introducing duplicated or superfluous forms
    and/or contact points
  • ? Use IT and databases as much as possible for
    the transmission and authentication of
    information submitted and/or the exchange of
    information between public authorities.

25
ONE-STOP SHOP IN SERBIA Streamlined Business
Registration Model
26
SBRA - SINGLE ACCESS POINT ONE STOP SHOP (as of
May 6, 2009)
Pension fund
Statistical office
Health insurance fund
Tax authoruty
National bank of Serbia
27
ISSUES RESOLVED DURING THE OSS PROJECT
  • ? Technical solutions specified in detail after
    resolution of the related interoperability
    issues, including harmonization of the database
    format and content, as well as business
    processes.
  • ? Initial Risk Analysis has shown that the main
    OSS challenge will be the relationship with the
    Tax Directorate, especially regarding issuing of
    the Tax Identification Number (PIB), so special
    attention was given to it.
  • ? Clear that strong political support from all
    involved parties was required for the success of
    the project, so it was assured (not easy!).
  • Conclusion ? For e-Government projects like
    OSS, technical solutions are not an issue ! The
    Devil is somewhere else in the data, in the
    processes and in the political support!

28
Challenges and solutions Lessons learned,
summary
  • GENERAL
  • ? Technology is just a tool to achieve strategic
    and tactical business goals
  • But all business goals should be set considering
    the opportunities given by the latest
    technologies.
  • SECTOR SPECIFIC
  • ? Public sector is somethig really special!
  • TECHNOLOGY SPECIFIC
  • ? Technology is not simple, but not a major
    issue, especially in Public sector projects Care
    about business-ICT allignment, organisation,
    people and training, etc.
  • INTEROPERABILITY
  • ? Again, technology is not the key XML-based
    Web Services as a standard, universal solution
    Semantic and operational IOP are critical in the
    Public sector.
  • Project/Program/Portfolio Management (PM)
  • ? (PM) Methodology implemented - key to success!
  • But how to assure stable PM and technology skills
    in the Public sector?

29
PM is a Key to successSBRA/Public sector Project
constraints
Scope Most flexible
Resources Flexible
Time Least flexible
30
SBRA Information SystemCurrent Status
  • ICT properly budgeted, staffed and positioned
    within the SBRADepartment for ICT and
    Development, headed by CIO, is the owner of
    ICT budget and fully involved in the services
    development.
  • Information system completed, stable, flexible
    based on SOA, highly available and fully managed
    by the SBRA technical teamReady for planned
    growth and improvement (based on KOICA project).
  • Strategic local ICT partner Spinnaker (from
    ComTrade Group)
  • SLA defined by Long-term, annually improved
    Contract for Maintenance and Development,
    featuring latest ICT standards and best
    practices
  • Integrated technical team SBRA/Spinnaker,
    including all ascpects of the system operation,
    maintenance, security and development Other
    local IT companies - area experts engaged as
    appropriate
  • In addition, close relations with local offices
    of the most important global ICT vendors
    (Microsoft, IBM, Cisco, Fujtsu-Siemens, HP)

31
SBRA Information System Development Plans
  • a) Infrastructure
  • Integration of the system IBM-MS), including full
    redundancy and improved security As soon as
    possible achieving No single point of failure
    principle and set up complete Disaster recovery
    site Assurance of redundant, scalable broadband
    links
  • Improved availability and resilience of the
    system and services, based on strict procedures,
    permanent training and full documentation
  • Standardization of the system elements and
    architecture (virtualization, outsourcing).
  • b) Software
  • Further improve, standardize and integrate
    existing Registration software modules
  • Streamlined, efficient development of the
    Software for new SBRA registers
  • Make proper balance of Platform software,
    Commercial solutions and Custom development,
    including usage of Open Source solutions and
    development tools, as well as Cloud computing
    solutions
  • c) Services
  • Continually improved, DW/BI based Value-added
    services for all types of customers/ partners
    (G2G, G2B, G2C)
  • Extended intenational engagement (EBR),
    standardisation (XBRL)
  • Establishment of Unique Identifying Number that
    will serve all government needs for all
    companies
  • Universal Web Service as a highly available
    data delivery channel
  • Establish and maintain SBRA as a Model for
    e-Government services in Serbia and SEE region,
    as well as a model of self-sufficent, sustainable
    public agency.

32
ADVICE FOR ANY COUNTRY REFORMING BUSINESS
REGISTRATION SYSTEM
  • ? Prior to starting a radical reform such as
    reform of the business registration system, and
    as early as possible, it is necessary TO ENSURE
    as wide as possible CONSENSUS ON THE BASIC
    PRINCIPLES OF THE REFORM within the Government
    and interested institutions.
  • ? Since reform involves competencies of several
    ministries, it is necessary for the Government to
    establish an INTER-MINISTERIAL BODY to follow up
    and coordinate the overall reform, and to ensure
    consistency in the regulations and in the
    implementation of the Action plan ( for the
    reform).
  • ? Do not expect from the technology to resolve
    those issues!It will just help to achieve the
    best possible results, if the approach was right.
  • ? The same rule apply not only to the initial
    phase of the reform, but to any following major
    step in the reform (as it was/is One Stop Shop
    in Serbia).

4/12/2017
www.investmentclimate.org
32
33
  • THANK YOU FOR YOUR ATTENTION!
  • I am at your disposal for any further questions!
  •  
  • bdobrosavljevic_at_apr.gov.rs
  • www.apr.gov.rs
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