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TransformingPublic
Services
Exhibition Catalogue
eEurope Awards – 2005
LEGAL NOTICEBy the Commission of the European Communities, Information Society andMedia Directorate-General.
Neither the European Commission nor any person acting on its behalf isresponsible for the use which might be made of the information contained inthe present publication. The European Commission is not responsible for theexternal web sites referred to in the present publication.
The views expressed in this publication are those of the authors and do notnecessarily reflect the official European Commission’s view on the subject.Please note that all information disseminated through this catalogue has beenprovided by the project-owners on a basis of confidence, as well as on theagreement that it may be disclosed to the public.
© European Communities, 2005Reproduction is authorised provided the source is acknowledged.eEurope Awards’ website: http://www.e-europeawards.org
Designed and typeset by the Publications Service, EIPA, The Netherlands.Printed by Atlanta, Belgium.
EIPA wishes to acknowledge the financial support of the European Commissionprovided through the eEurope Awards Project IST-2001-38016.
Foreword
A new start has been given by the European Union to the Lisbon Strategyemphasising a partnership for growth and jobs between all stakeholders andsupport from the European Commission.
In this context, the European Commission recently launched a new initiative“i2010 – A European Information Society for growth and employment” to createan Information Society that makes Europe more attractive as a place to live,work and invest and therefore directly supporting the Lisbon Strategy.
Information, communication and media industries are on the verge of a newphase of growth based on the convergence between high speed broadbandnetworks, audio visual media and electronic devices and the new servicesthat will run on these converging systems. eGovernment is part of this wave ofgrowth. Businesses and citizens expect government services to be quick andefficient, just like all the other services that they use in their lives. The policiesin the i2010 initiative aim to underpin these developments.
eGovernment has the potential to meet the demands for these high qualityservices in ways that are efficient and effective, transparent and inclusive.This Ministerial Conference and Exhibition profiles real examples of goodpractice to show that that eGovernment can deliver on its promise.
Therefore, I would like to thank all the Public Administrations that have submittedtheir experiences to the eEurope Awards for eGovernment – 2005. They areall valuable contributions to learning vital lessons and exchanging good practice.
This Conference is a forum for exchanging experience and engaging politicalcommitment. I feel strongly that this is an area where Europe can benefit fromits diversity. Coming together and sharing results allows us to learn quicklyfrom our vast range of experiences.
Speed is of the essence, because I would like to see Europe leading the waytowards a new generation of modern, accessible and open public services.
Viviane RedingMember of the European Commissionin charge of Information Society and Media
Acknowledgements
For their help with the summary of cases submitted for the eEurope Awardsfor eGovernment – 2005 I would like to extend my thanks to AntoinetteMoussalli, Jamal Shahin and Giuseppe Zilioli. Also, I sincerely appreciatedthe coordination work done by Morten Meyerhoff Nielsen, as well as theassistance with the compilation and editing of this catalogue by LucyTraunmüller, Lauren Hollingsworth, Thomas Henökl and Matthias Kreuzeder.Furthermore, I would like to thank Denise Grew and Willem Huwaë for theirwork relating to the layout and design of this exhibition catalogue.
Finally, I wish to express my gratitude to the European Commission, DGInformation Society and Media, for entrusting us with this opportunity and myteam within EIPA’s eEurope Awards Project Management Secretariat for makingthe eEurope Awards for eGovernment – 2005 a success.
Christine Leitner
eEurope Awards Project ManagementSecretariat
The European Institute of Public Administration (EIPA) is providing the neutralplatform for the organisation of the eEurope Awards programme. The ProjectManagement Secretariat at EIPA is responsible for the preparation, coordinationand implementation of the awards scheme and currently consists of thefollowing members:
Christine Leitner, Head of Project Management SecretariatMatthias Kreuzeder, Assistant to the Head of eEurope Awards ProjectManagement SecretariatTore Christian Malterud, Resource ManagerMorten Meyerhoff Nielsen, ResearcherThomas Henökl, Research AssistantNicolette Brouwers, Programme OrganiserDenise Grew, Publications Co-ordinatorWillem Huwaë, Assistant to the Publications Department
Table of Contents
Finalists 1
Enabling eGovernmentTheme 1: The right environment 3
• LEPIDA – The Broadband Private Network for Emilia-RomagnaPublic Administration (Italy) 6
• KZC@ – Konekta Zaitez Ciudadan@ (Spain) 7• Local e-Gov – The National Strategy for Local eGovernment
in England (United Kingdom) 8• PSB.ie – The Public Service Broker (Ireland) 9• Webrichtlijnen – Web Guidelines for eGovernment in the
Netherlands (The Netherlands) 10• FAST – Secure Exchange Gateway (France) 11• eDavki (eTaxes) (Slovenia) 12• RRLC – Online Registration of Rent and Leasing Contracts (Italy) 13• BEST – Benefits Express (United Kingdom) 14• KSI ZUS – Complex Computer System (KSI) for the Social
Insurance Institution (ZUS) in Poland (Poland) 15• PAP – Public Administration Portal (Czech Republic) 16• IRISMAMMO – Telemammography Programme in the Brussels
Region (Belgium) 17• FALSTAFF – Fully Automated Logical System Against Forgery
and Fraud in the Italian Customs Information System AIDA (Italy) 18• CLIENT (The Netherlands) 19• SEAP – Extended Electronic System for Public Acquisitions
(Romania) 20• ePS – eProcurement Scotl@nd (United Kingdom) 21• Carta-IN (Italy) 22• Eastserve (United Kingdom) 23
TransformationTheme 2: Government readiness 25
• eCabinet Project of the Government of Ireland (Ireland) 28• E-LAW – The Austrian E-LAW Project (Austria) 29• The DWP/DoH RTA Automation Project (United Kingdom) 30• EID – Electronic Invoicing in Denmark (Denmark) 31
• ehandel.no – Public eProcurement in Norway (Norway) 32• eProcurement (Italy) 33• Communit-e – Simplification of the Benefits and Medical
Recognition Application for Disabled People (Belgium) 34• eReadiness of Polish Customs – Building up eGovernment
Readiness of Polish Customs (Poland) 35
Businesses and CitizensTheme 3: Service use 37
• HamburgGateway (Germany) 40• VIRK – The Danish Internet Portal for the Danish
Commerce Sector (Denmark) 41• Athena Network (Greece) 42• IRIS BCN – Promoting Civic Attitudes in Barcelona through
a Customer Service Request Platform (Spain) 43• SISRCR – Regional Integrated Health Service for the
Continuity of Medical Treatment (Italy) 44• TASTSELV.DK – The Automated Tax Administration (Denmark) 45• eVERA – Online Vehicle Licence Renewal (Malta) 46• CWO – Careers Wales Online (United Kingdom) 47• Mijn IB-Groep – Portal for Study Loans and Grants
(The Netherlands) 48• Kadaster-on-line (The Netherlands) 49• OVC – Virtual Office of Cadastre (Spain) 50• SPES – Scottish Parliament ePetitioner System (United Kingdom) 51• GIVA – The Geneva Internet Voting Application (Switzerland) 52• RIES – Rijnland Internet Election System: Fully Transparent
Election System (The Netherlands) 53• COT – Meath County Council – Communities Online Together
Initiative (Ireland) 54• e@SYConnects TV – e@SY Connects Digital Interactive
Television Service (United Kingdom) 55• LCOL – Leicestershire CareOnLine (United Kingdom) 56• Mobhaile – Extending the Use of Information and Communication
Technologies (Ireland) 57• COURTPUB – Electronic Notice Board of the Courts – Publication
with Legally Binding Force and Services for Citizens on the Internet(Austria) 58
• EZB – Electronic Journals Library (Germany) 59
ImpactTheme 4: Impact 61
• AeL – An Integrated Solution for Content Management andComputer Assisted Training (Romania) 64
• ROS – Revenue Online Service (Ireland) 65• eGAMES – eGovernment Assessment, Measuring and
Evaluation System (Hungary) 66• Fed-e-View – Tool for Measuring the Degree of eGovernment
Development of Federal Administrations and Agencies (Belgium) 67• Implementing Benefits Realisation and Performance
Management in the Public Sector (United Kingdom) 68• TRAMER – Traffic Insurance Information Center (Turkey 69
Submissions 71
INDEXES 112
Exhibiting submissions (by theme and topic) 114
Exhibiting submissions (alphabetically) 118
1
Finalists
eEurope Awards – 2005
EnablingeGovernment
The right environment
3
5
Enabling eGovernmentThe right environment
Creating the best environment to enable government,businesses and citizens to benefit from transformation
The questions addressed by this thematic group concern how IT can enable better government,and how it can create the right environment for eGovernment to transform public administrationsfor the benefit of government, businesses and citizens.
[...F]irst policy priority is to use all means and instruments at our disposal tocreate a modern, market-oriented regulatory framework for the converging
digital economy and to stimulate the availability of online content.Viviane Reding, Member of the European Commission
This section focuses on the exploitation of new/cutting-edge technologies andinfrastructure, including public sector business transformation projects which explore newtechnologies such as broadband or WiFi (Wireless Fidelity) to deliver a service and/or transformthe internal or back office processes of an organisation.
The implementation of a security and identification policy framework involves theintroduction of broad-based innovative solutions in security, identification and authentication,which do not limit safety, privacy rights, openness and ease of access.
Public/Private partnerships allow the introduction of partners, with a range of requiredexpertise who will bring knowledge, ideas and resources into the public administration as wellas innovative contractual aspects. Successful business transformation projects clearly foundedon such innovative approaches are presented.
Skills and professional development in public administrations apply to cases thatdemonstrate the implementation of effective skills training, professional development, leadershipand knowledge transfer. These areas of intervention improve the internal capacity and capabilityto implement IT-enabled business transformation projects.
Governance and finance summarises the cases that demonstrate good governance orfinancing models for sustainable eGovernment projects, cooperation frameworks betweendifferent administrations, public-private partnerships, decision-making structures andmechanisms, legal and regulatory aspects and interoperability frameworks.
Cases covering this theme include those relating to infrastructure (LEPIDA, KZC@), frameworksfor modernisation (Local e-Gov, PSB.ie), standards and methodologies (Webrichtlijnen, FAST),Government services (eDavki, RRLC, BEST, KSI ZUS, PAP, IRISMAMMO), government to business(FALSTAFF, CLIENT), organisation of services (SEAP, ePS) and to community development(Carta-IN, EASTSERVE).
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tLEPIDA – The Broadband Private Network forEmilia-Romagna Public Administration(Italy)
Infrastructure in Italian region builds on new partnerships to connectservices to citizens
Emilia-Romagna is an Italian region that has been keen to exploit the use of telematics to furtherdevelop the geographical region. In this project, the right environment is established throughdevelopment and roll out of an infrastructure which is capable of meeting some of today’shigh-bandwidth requirements.
The LEPIDA project has been operational for over one year and has already started providinginfrastructural support for approximately 50% of the public administration’s offices in theregion. LEPIDA actively delivers a range of services including applications for agriculture,healthcare, employment, GIS, eProcurement and urban safety.
This project is embedded in the National eGovernment strategy. It introduces the use ofbroadband technology to connect over 400 public administrations throughout the Emilia-Romagna region to enable the fast and accessible delivery of services for both citizens andbusinesses. Without this initiative many communities could be denied the opportunity to becomeconnected.
It is based on an innovative model of public-private partnership, where the networkdeployment is outsourced to local public companies who provide and maintain the networksand deliver services according to a service level agreement defined and monitored by thepublic administrations.
It is currently spearheading research into a number of additional methods of communicationincluding voice over IP. This infrastructure is therefore thinking about sustainability of itsenvironment.
www.regiondigitale.net
Regione Emilia-RomagnaGaudenzio Garavani+39 - (0)51 - 639 - [email protected]
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Enabling eG
overnment
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KZC@ – Konekta Zaitez Ciudadan@(Spain)
Basque Country tackles digital divide
This project, firmly embedded in the Basque “Euskadi in the Information Society Plan (PESI)” hasraised awareness in Internet technologies at community level in the Basque country.
Based on broadband technology, a public network extends around the region delivering arange of training programmes targeting a whole cross section of social groups, includingimmigrants, retired people, the unemployed and others. These are brought to fruition in thedevelopment of training rooms and centres (KZgunea), which provide services and IT literacytraining.
The training offered includes literacy and numeracy skills, language and cultural education aswell as a range of other courses, all delivered using information technology enabling theteachers to increase citizen’s skills in the use of ICTs.
The courses are all free and backed by a number of local helpdesks staffed by trainedpersonnel who enable face to face support and guidance for service users. The system is inuse in all the municipalities (250) of the Basque region. Almost 10% of the population areusers of KZC@.
The portal has been given the Web Accesibility Certification AAA issued by CTIC (CentroTecnológico de la Información y la Comunicación) and ESI (European Software Institute). Thisis the first certification given to a portal at European and worldwide level. The design whichtakes into account the needs of all citizens, including the disabled, was recently awardedthe prize of “Best Accessible Webpage of a Public Administration” in Spain given on InternetCelebration Day. This is a good example of one way to bridge the digital divide witheInclusion policies and activities.
www.kzgunea.net
Basque Country GovernmentBegoña Gutierrez Lizarralde+34 - (0)945 - [email protected]
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tLocal e-Gov – The National Strategy for LocaleGovernment in England(United Kingdom)
The UK – context for eGovernment
In the UK, the National strategy for local eGovernment in England consists of the developmentof a technical infrastructure for delivering eGovernment services at the local council level(covering 80% of total government services) designed to embed eGovernment within themainstream of organisational policy and practice.
Following extensive consultation with a broad range of stakeholders this national plan wasdeveloped, backed by a large amount of funding from central government. It sets out a vision,implementation framework and model for local eGovernment designed in a bottom-upmanner to transform the quality of services and the organisations that deliver them.
The programme has overseen the successful delivery of 22 national projects, run by localcouncils for councils to provide guidance and products that can be adopted all over the UKbased on a ‘build once share many times’ philosophy. In addition every council in Englandhas to work within local and regional partnerships, thus building capacity and increasingthe potential to share information and expertise, whilst saving cost. As a result of thestrategy, the average council had made significant efficiency gains by eEnabling 79% ofservices by March 2005, and was on course to achieve 100% eEnablement by December2005. This compares to 26% at the start of the programme in 2001.
Monitoring takes place through a series of performance indicators, which include holisticoutcome-based measures, which are reported on regularly to government by all 388 localcouncils in England through online Implementing eGovernment (IEG) returns.
Both councils and citizens benefit from the programme, the former through savings indevelopment time and costs and the latter through effective service provision which hasenabled a vast range of services to be accessible online.
www.localegov.gov.uk
Office of the Deputy Prime MinisterDr. Peter Blair+44 - (0)207 - 944 - [email protected]
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Enabling eG
overnment
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PSB.ie – The Public Service Broker(Ireland)
Ireland’s framework for transforming delivery of public services
The Public Services Broker (PSB), as developed by the Reach agency, consists of a portal,common services, agency services and an integration infrastructure based on a ServiceOriented Architecture. It is a key element of the Irish Government’s eGovernment Strategy.
The principal function of the PSB is to allow agencies to communicate with each other and withtheir customers using a single standardised connection. Agencies are required to createone connection to the PSB which allows them to connect to all other PSB agencies. Servicedelivery is effected by the exchange of XML messages via the PSB messaging hub.
There are a number of common services provided by the PSB to all agencies and users, theseinclude comprehensive information on public services in Ireland (currently 1400), theCustomer Registration process, the Public Service Identity Service, the Reach InteroperabilityGuidelines.
There are also a number of services provided by individual agencies to other agencies andcustomers using the PSB, these include the Child Benefit service and the National CancerRegistry of Ireland for example.
Among the benefits for customers using the service are time and cost savings for userswho can now apply for services online, the single integrated registration process ensuressecurity, higher quality (full and accurate) personal data on file with the administration.
The PSB has had a considerable positive impact on service delivery in that it supports thecreation of new virtual, cross agency services and facilitates the sharing of informationbetween agencies with removal of the requirement for paper documents and forms. It deliversspecific services, such as Child Benefit and the Death Event Publication Service, which aremeasurable, not just in relation to cost savings. The automation of some services has allowedthe redeployment of staff and other resources. Services can be provided independent oflocation and this supports the decentralisation element of Irish government policy.
PSB is targeted at every user/consumer of public services in Ireland and therefore impacts ona very broad cross section of people.
www.reach.ie
ReachGer Coughlan+353 - (0)1 - [email protected]
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tWebrichtlijnen – Web Guidelines foreGovernment in the Netherlands(The Netherlands)
Web guidelines for eGovernment
This project provides guidance for the development of government websites covering content,style, logic, accessibility, and standards compliance.
Websites that have met the guidelines have received positive evaluations in terms of betteruser friendliness and accessibility, improved manageability, efficiency and ability to standthe test of time in terms of future web developments.
This project puts the users at the centre and its inclusive approach safeguards the interestsof all communities including those with special accessibility requirements. It is based on theprinciple that simplicity is the key to understanding and the acknowledgement that websitesare becoming the medium most used for the transmission of information as well as services.
The guidelines are targeted primarily at government employees who are responsible forcommissioning web projects, and at contractors who build websites and web applications forthe government.
This project could be of interest to those who wish to develop or adopt an instrument forcreating optimally accessible websites that are effective, efficient, transparent andinclusive. In the Netherlands, these principles for better government have been laid down inthe Cabinet’s “Modernizing Government” Action Plan.
webrichtlijnen.overheid.nl
ICTU – Advies Overheid.nlRaph de Rooij+31 - (0)70 - [email protected]
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Enabling eG
overnment
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FAST – Secure Exchange Gateway(France)
Ensuring eSecurity in France
The full deployment of a trust infrastructure for secure transmission of official documentsbetween central administrations, decentralised bodies, civil society organisations andother institutions is one of the key requirements of eGovernment.
This application allows rapid and secure exchange of official documents between a widerange of organisations by the means of an extensive focus on security and trust issues inthe context of the currently available state of the art technical solutions.
FAST provides a set of administration services to the local authorities and benefits to thecitizens by speeding up their administration procedures and making operations transparent.It offers, for citizens, a reduction in the administrative burden, as much information is nowsecurely digitised and accessible within the system to different sections in the publicadministration.
More than 180 officials participated in the pilot phase alone with more than 10,000 exchangesof documents since the launch in December 2003, and elected officials are increasinglyusing the electronic signature offered by the system. The pilot took place in the Frenchdépartement des Yvelines, and now reaches 44 of the 100 French départements with 4applications.
It is a public-private partnership that focuses on comprehensive back-office and front-office reform. Overall it reveals: a joined up approach – by being fully interoperable – deploymentwith support and user training and security with authentication and ongoing infrastructureservice and maintenance. This is a highly efficient model that could be of great interest toothers, and that the eTen programme is now considering for initial deployment.
www.fast.caissedesdepots.fr
Caisse des depots et consignationEtienne Combet+33 - (0)1 - [email protected]
Christophe Vattier+33 - (0)1 - [email protected]
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teDavki (eTaxes)(Slovenia)
The Slovenian eTax system
eDavki is a sound, secure, complete business solution combining a web portal with backoffice integration and the highest level of security based on a PKI infrastructure. It is fullyintegrated with other government institutions to enable information exchange.
The system allows individuals and companies to file taxes online using a digital certificateissued by any registered certification authority in the country. In this way it helps increase thetake-up and use of digital certificates not only for tax filing, but for other public and privatepurposes as well.
This solution has had 15% take up in 2004 by VAT payer users and 50% take up rate foremployer’s reports on student’s employment. New efficiencies were created for the taxadministration by accelerating the processing of tax returns, cutting down on paper, reducingerrors due to data re-entry and improving employee productivity.
This case demonstrates how an eGovernment solution is helping to guide citizens in Sloveniainto the information society and stimulate the local digital economy. This is a particularly soundmodel for accession states, providing a citizen focus, within a sound and trusted environment.
eDavki.durs.si
Slovenia Ministry of Finance – Tax AdministrationAndja Komšo+386 - (0)1 - 478 - [email protected]
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Enabling eG
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RRLC – Online Registration of Rent andLeasing Contracts (Italy)
Online tax payments for property management
The Italian Revenue Agency has introduced a service that enables citizens and companies toregister rent and leasing contracts online. The service has been operational for all users sinceJanuary 2002.
RRLC allows all end users to register rent/leasing contracts, to carry out the administrativetasks after registering the contracts and to pay the taxes due in the same transaction, thusfreeing up time and simplifying complex processes.
The technology is predominantly web-based and uses java and XML to automate and storerecords. The innovation in the system is that it combines legal and technological innovation,enabling citizens to interact directly with the public administration, rather than having to gothrough an intermediary.
The system has grown from 30,000 transactions in the first year to nearly half a million in2004. The Revenue Agency is currently trying to examine whether the system can be extendedto other uses and tasks. In the same domain, research is being done into what can be done withthe current data to make services related to rent and leasing contracts easier for all stakeholders.
This national project has facilitated the development of interactive services for the citizens ofItaly.
www.agenziaentrate.gov.it
Revenue AgencyPaola Di Napoli+39 - (0)6 - 5054 - [email protected]
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tBEST – Benefits Express(United Kingdom)
eBenefits delivered in Halton, UK
Halton Borough Council located in North West England has developed an eService enabling thedirect delivery of services relating to the payment of social security and other benefits tothe community.
This initiative links the benefits payment office directly with claimants, and has cut down themass of paper correspondence that used to be received by 75%. It has also drasticallyshortened the average time it takes from lodging a claim to the payment of benefit money fromsix to two weeks.
It is supported by a mobile “Benefits Express Bus”, an outreach service staffed by councilofficers. The bus is linked to their computers via 3G technology.
The Benefits Express Bus both enables face-to-face contact for citizens with complex claimsand immediate updating of benefits records. This project has meant that an increase ofalmost £250,000 in claims for welfare rights has been processed. The issue of benefitstake-up has often been slow in the UK, because of lack of access to information and thepaucity of communication.
This is an interesting approach, with a mixture of technology and outreach, attempting to dealwith inclusion in terms of the public sector.
www.halton.gov.uk
Halton Borough CouncilPeter McCann+44 - (0)151 - [email protected]
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Enabling eG
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KSI ZUS – Complex Computer System (KSI)for the Social Insurance Institution (ZUS) inPoland (Poland)
Through pension reform to an information society
This nationwide project paved the way to the development of an information society bybuilding on the infrastructure for pension reform in Poland. Since January 1999, each of the 20million people insured has had to have an individual account in order to ensure the automaticcollection of information on social security and health insurance contributions are made on theirbehalf.
There are 2 million employers who are obliged to make monthly contributions for all theiremployees. This has led to over 260 million settlement documents per year being handledelectronically, thanks to the comprehensive and secure information technology based solutionwhich is at the heart of this highly effective system. 13 times more of information than beforethe reform is now processed.
ZUS, as the first public institution in Poland that has made it possible to submit documents bysecure e-mail. Small enterprises may still use traditional hard copy, with advanced technologydocument scanners being used to digitise and store paper based information. More than 75%of payees file eDocuments via “Payer” software, that is a part of KSI ZUS system. Thisaccounts for 90% of all information submitted to ZUS. The electronic data transmissionchannel communicates with Open-End Pension Funds (OFEs), financial intermediaries and theNational Healthcare Fund (NFZ).
This provides an infrastructure that enables workers in Poland to better plan the savings fortheir pension before they retire.
This is a model for government modernisation that contributes to the development of the rightenvironment for eServices that benefit all.
www.ZUS.pl/english/english.pdf
Social Insurance InstitutionAleksandra Wiktorow+48 - (0)22 - [email protected]
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tPAP – Public Administration Portal(Czech Republic)
Public Administration Portal of the Czech Republic
This Public Administration Portal has been developed by the Ministry of Informatics in the CzechRepublic and has been in operation since October 2003.
A major back office re-organisation was required in order to enable the new system tocommunicate between a range of departments, thereby enabling a single portal.
The portal comprises a directory of administrations and information regarding both national andEU legislation. There are also online services which enable transactions between citizensand government, business and government and government and government.
The Guide through the PA’s activities is based on the obligation that all PA bodies have topublish public services (such services as issuing passports and driving licences, submittingpension insurance files etc.) procedures on-line in a structured form. This includes informationsuch as: who can apply/use the service; where and when the service is available; what is thefee; links to relevant legislation; links to electronic forms and services if they are available andwho is responsible for the service etc. The application is linked to the other applications on theportal such as the directory, legislation, map services and others.
The portal represents a model for supplying public information in a uniform and a high qualitymanner and demonstrates good practice in providing the right environment for eGovernment.
www.portal.gov.cz
Ministry of InformaticsJitka Novotná+420 - (0)2 - [email protected]
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IRISMAMMO – TelemammographyProgramme in the Brussels Region(Belgium)
Brussels introduces reliable telemammography programme
The introduction of this breast screening programme for women between the ages of 50 and69 in Brussels and its region provides a service that enables remote breast health checksevery two years. IRISMAMMO is the name of the network and accompanying teleradiographyservice that facilitates these health checks and enables them to be far more efficient andeffective.
IRISMAMMO facilitates the transfer, reading and storage of mammograms and improves theservice for the general public by integrating the processes of health checking and reporting.It is monitored by a panel of specialist radiologists who check the readings against the x-raysto ensure accurate interpretation of the findings.
By putting forward generic solutions that can be adapted to the transmission of other formsof medical imaging in a Grid-technology compliant environment, this regional serviceprovides many benefits for citizens, the hospitals, and the region: it reduces the period betweenexamination and result, reduces the amount of travelling done by specialised radiologists, andpromotes scientific excellence.
It is devised and implemented by a multi-disciplinary team involving doctors, University-based healthcare specialists and IT experts in the Brussels Region. This model can easily beadopted and adapted elsewhere as has been the case with the partnership with Beijing.
In order to support it the Belgian team have devised a high quality programme of eLearning inmedical imagery which has recently been funded by the European Commission’s LeonardoProgramme and is shortly to be implemented.
www.brumammo.be
Brussels Region Information Center (BRIC)Sorin-Titus Cocea+32 - (0)2 - 282 - [email protected]
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tFALSTAFF – Fully Automated Logical SystemAgainst Forgery and Fraud in the ItalianCustoms Information System AIDA (Italy)
The demand for designer label and luxury goods has led to a rise in counterfeiting andpiracy. This problem also affects medicines, children’s games and toys, and even foods.
This groundbreaking project involved the introduction of a system to identify counterfeiting andfraud in the supply chain. Companies wishing to participate only have to supply details of theirproducts (photographs, leaflets, manuals) to allow for easy recognition of authentic products.
A technology package called AIDA is capable of generating reports which outline risk profilesfor products from the information supplied by companies. Falstaff also enables trade associationsto create interactive multimedia web pages, generating an electronic handbook to whichcustoms officers can refer.
The system is used right across Italy and operates 24 hours a day. It handles information fromtrading standards bodies, trade associations, companies producing goods and consumerbodies and associations.
It has a particular relevance in the context of transferability, as many other countries canuse some of the processes and technologies developed. In addition, there are clear back-office cost benefits and very significant efficiency gains, due to the fact that more fraud isidentified and necessary action can be taken.
www.agenziadogane.gov.it
Italian Customs AgencyTeresa Alvaro+39 - (0)6 - 5024 - [email protected]
Online systems to combat counterfeit and fraud
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CLIENT(The Netherlands)
Controls on import and export of agricultural goods
The Dutch government has introduced an online service that simplifies and improvesprocedures for government and importing businesses and at the same time reduces theadministrative burden on businesses. The introduction required the complete overhaul andredesign of the enforcement and monitoring processes at the borders with neighbouringcountries for products of animal and vegetable origin.
From April 2003 when the EU Internal Market requirement on cut flowers inspection came intoforce, the take up of electronic declarations rose to over 90% of the number of shipments,and the average processing time of a declaration was reduced from 24 to 12 hours.
Having harmonised the business processes required to track all agricultural products withthose carried out by the Dutch Customs Agency and others, the overall service delivery hasbeen speeded up and made more efficient.
Multiple data collected by a number of different agencies can now be brought together, whichhas required a major exercise in co-operative and joint working between businesses,government agencies themselves and those engaged in agriculture.
This is a clear example of the Dutch government providing the right environment for allaspects of eGovernment and one from which the rest of Europe can clearly benefit.
www.ictal.nl
Ministry of Agriculture, Nature and Food Quality (LNV)Ir. G. F. C. Heijink+31 - (0)70 - 378 - [email protected]
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tSEAP – Extended Electronic System forPublic Acquisitions (Romania)
eProcurement for public authorities
The Extended Electronic System for Public Acquisitions has been developed by the GeneralInspectorate for Communications and Information Technology in Romania. This project hasimplemented an ICT infrastructure for public institutions to procure goods and services via theweb. This relies upon open standards to allow interoperability with similar Europeansystems.
Since 2003, the website and the service itself have undergone change, bringing it into line withthe European Public Procurement Directive. It allows for open and closed procedures of manydifferent sorts, mainly reverse auctions and one-time ‘sealed-bid’ offers.
At present the system features some 1,000 public authorities. More than 3,000 companiesuse the services, and the site receives over 20,000 visitors per month. This has resultedin over €150 million in direct savings, which is a total of 24.5% of the previous runningcosts of the services.
The system has three major advantages: it renders the public procurement process moreefficient and transparent; it simplifies participation in these public procurement processes, andit has been a driver for technological development and increased competition in the publicprocurement sector.
This service is part of the Romanian government’s plans to lay down the right environment forpublic administration modernisation and encouraging economic growth in Romania.
www.e-licitatie.ro
General Inspectorate for Communications and Information TechnologyBogdan Furnica+90 - (0)21 - [email protected]
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ePS – eProcurement Scotl@nd(United Kingdom)
eProcurement supporting economic development
The eProcurement Scotland Service (ePS) developed by the Scottish Executive (SE) enablesthe entire Scottish public sector, including central government, local authorities and the NationalHealth Service, to benefit from the cost savings and efficiencies of eProcurement.
ePS is a fully hosted and managed 24x7 eProcurement system which provides a range ofadditional services including eTendering, eAuctions and transactional purchase to paysolutions.
The service is designed to carry out transactions with any supplier, from SME to multinationalsupporting Scottish Ministers intention of making Scotland the easiest and best place to dobusiness with the public sector.
The underlying objective of the service is to catalyse large scale change in the conduct ofpublic sector procurement in Scotland. ePS is a business change programme that sits at theheart of the efficient Government agenda, locking procurement practice and processimprovements into place through the use of ‘e’ tools, driving forward public sector excellence– encouraging investment, employment and economic activity.
The take up of the system is well ahead of schedule. The target of 50 public sector organisationsusing ePS by the end of 2005 has already been exceeded. 60 organisations are currentlyusing ePS placing through the service 260,000 orders worth £270 million. Each orderplaced in this way provides savings in processing time, speed and accuracy and to date hasachieved over £50 million of identified cost savings.
www.eprocurementscotland.com
The Scottish ExecutiveIan Burdon+44 - (0)131 - 244 - [email protected]
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A Credit Card for eLearning has been developed in the Campania Region of Italy, whereunemployment is still much higher than in other parts of Europe, particularly among those agedbetween 18 and 25.
The research literature has shown that employment prospects increase if the potentialcandidates have IT skills and can speak a second language. Carta-IN is their passport toacquiring these skills. The candidates receive loans for the purchase of computer equipmentand training modules, to be repaid at very favourable interest rates. These enable candidatesto access eLearning courses financed with public funds.
The project has benefited from partnerships across the region between a broad range ofactors, including the administration, banks, software and hardware suppliers and eLearningproviders. A common quality standard has been adopted for delivery of the eLearningpackage, which includes a certified learning catalogue and a marketplace for eLearning.
This project provides not only a model for stimulating employment, but also one whichdemonstrates an alternative way of financing learning and skill acquisition, to enable youngpeople to work in the Information Society.
www.cartain.regione.campania.it
Regione CampaniaMaria Adinolfi+39 - (0)81 - [email protected]
A credit card for eLearning
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Eastserve(United Kingdom)
Getting the local community online
The involvement of local people was encouraged from the start in the development of thiscommunity-focused project which has provided a technological infrastructure basedon wireless broadband, personal computers, and basic training in ICT literacy.
In addition it has enabled access to online services and local information as well as low costwireless broadband internet connecting 1,500 households where there was previously no,or very little, internet access at all.
A portal, www.eastserve.com specially designed for, and serving the local community hasalso been developed. This provides access to a range of local services such as online crimereporting and discussion forums.
By developing a great deal of expertise in obtaining user feedback and ensuring citizenparticipation in community decision making, this project has empowered the local communitiesit serves.
Eastserve is a multi-agency partnership which will work with the community to developnew models of service delivery. Eastserve shows one way of developing local communitiesby integrating the online world with the real one.
www.eastserve.com
EastserveAthol Few+44 - (0)161 - 231 - [email protected]
TransformationGovernment readiness
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TransformationGovernment readiness
Transformation of the organisation and innovation inthe back office
The effective use of ICT in a public administration redesigned by business process reengineeringcould result in significant improvements in public sector effectiveness, both in customer servicesand internal matters.
[...E]nsuring that IT supports the business transformation of Government itselfso that we can provide better, more efficient public services.
Prime Minister Tony Blair
This theme concerns the transformation and innovation of the back office with eGovernmentacting as a catalyst for the transformation in public administrations.
This theme embraces a number of different topics:
The first is strategy , and more precisely the alignment of the administration’s developmentstrategy with its IT strategy. This endorses the concept of a public administration developingand implementing a long term IT strategy which dovetails with the administration’s transformationstrategy and supports multiple transformation projects
A second major issue concerns the back-office transformation of the processing systemsof the public administration, enabled by IT and underpinned by organisational/legislative changes.
Back-office corporate services refer to employee-centred service transformation. Caseswithin this theme contribute to the transformation of the public administration’s corporate services,including IT, human resources, financial management and procurement improving efficiencyand quality.
Linked to the above, the topic organisational transformation refers to organisationalchange, for instance the merging/centralisation/expansion/relocation of services, as a majorobjective and the key IT enabler.
Projects submitted under the title of Government Readiness demonstrate a wide range ofexamples of good practice in information and knowledge management, such as secure dataprocessing and transmission between administrations and departments (eCabinet, E-LAW,DWP/DoH RTA), change management (EID, ehandel.no, eProcurement), as well as multiplecitizen service and training tools (Communit-e, eReadiness).
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eCabinet Project of the Governmentof Ireland (Ireland)
eEnabling Irish Government
eCabinet is an Irish Government initiative instigated by the Taoiseach (Prime Minister) anddeveloped by his Department in co-operation with all other Irish Government departments. Itmodernises and transforms the way the Irish Government (Cabinet) consultation and decisionmaking process operates.
It replaces the former paper based process with a modern secure ICT based process. Theproject was set up following in depth business analysis and consultations with key stakeholdersand consists of a model containing the best elements of the existing system, whilst incorporatingnew efficiencies and enhanced features made possible by technology. The resulting eCabinetsystem makes it easier for civil servants to write, process, consult on and submit documentationfor Government and deliver a better service.
Specific Objectives are to facilitate new efficiencies through enabling Cabinet documents to beauthored in a conventional word processing environment and Cabinet memoranda to bedistributed electronically from initial drafting to their submission to Cabinet, as well as toenable Ministers and other high level users to obtain quicker information on finalised memoranda.A dedicated helpdesk collects feedback on an ongoing basis.
This project has had a direct impact on the way civil servants and Government Ministersconduct their business. Since the system came into operation in 2004 over 700 memorandahave been processed and over 12,000 transactions have taken place. All government ministriesare involved and currently there are 6,000 registered users , 30,000 are expected toparticipate eventually.
Key benefits are the secure electronic creation, processing, distribution and management ofcabinet documentation and the speeding up of the administrative process. All administrationsand most organisations face the challenge of how best to gather, process and present importantinformation for their senior management. There are beneficial elements of eCabinet whichwould be applicable and more generally transferable to any information based organization.
www.taoiseach.gov.ie
Department of the Taoiseach (Prime Minister)Gary Davis+353 - (0)1 - [email protected]
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E-LAW – The Austrian E-LAW Project(Austria)
Electronic support for law-making
The E-LAW Project supports law-making in Parliament through reform of the production of legaltexts. It has done this by extending an existing legislative database in the ParliamentaryAdministration through the addition of workflow management and semi-structured textprocessing, the Federal Chancellery establishing a new database. The data exchange isbased on compatible formats (XML) and independent interfaces, which are supported bydetailed procedures for the exchange of data between Parliament and government.
Thus, the E-LAW Project has created one continuous electronic production channel from thebeginning of the process to authentic publication on the Internet, within the framework ofa user-friendly secure technical and legal environment. It is now only necessary to enteramendments to texts during the legislative stages. The workflow system includes governmentbills, other kinds of bills, committee reports and legal enactments of the Nationalrat and decisionsof the Bundesrat which are readily available, free of charge to everyone.
Implementation of the electronic law-making process is supported by an eLearning programmebased on the European Computer Driving Licence (ECDL) methodology, enabling the MPs andstaff members to deal with the system.
This is a unique, cost effective solution adopted at the level of federal legislation and resultingfrom a public/private partnership. It has increased the proportion of electronic legalenactments from 8% in 2002 to 100% in 2004, with a savings potential of over € 1 million peryear (the equivalent of 60 tons of paper ).
www.parlament.gv.atwww.ris.bka.gv.at
Austrian Parliament – ParliamentaryAdministrationWolfgang Engeljehringer or Günther Schefbeck+43 - (0)1 - 40110 - 2719 or [email protected]@parlament.gv.at
Federal Chancellery – IT DepartmentBrigitte Barotanyi+43 - (0)1 - 53115 - [email protected]
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The DWP/DoH RTA Automation Project(United Kingdom)
eTransfer of information saves time and money
A number of government departments are involved in the recovery of costs borne by theNational Health Service in treating victims of road traffic accidents in the United Kingdom.
A public/ private partnership, set up by the Department for Work and Pensions, initiated aproject to automate the electronic transfer of data between the two key government departmentsinvolved – the Department for Work and Pensions Compensation Recovery Unit (CRU) and theDepartment of Health.
The system follows nationally determined standards, and is designed to be interoperablewith other EU systems.
The automated system operates over the Government Secure Intranet (GSI). Data, previouslytransferred in paper format is now transferred to NHS hospitals in XML schema and displayedon their web servers. Data is then input via a web browser and transferred back to the CRUfor automatic update, which takes place overnight. This frees up personnel for other workduring the day.
Invoices for the recovery of fees from insurance companies are also processed by thesystem automatically, further increasing efficiency. This project has reduced the need toexchange 350,000 paper forms, resulting in an annual saving of over € 1.25 million.
www.dwp.gov.uk/cru
Compensation Recovery Unit, Department for Work and PensionsPaul Fazakerley+44 - (0)191 - [email protected]
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EID – Electronic Invoicing in Denmark(Denmark)
Pioneering electronic invoicing
Electronic invoicing became mandatory in Denmark on 1 February, 2005. 15 milliontransactions that were previously handled in paper are now managed electronically.
The new system has resulted in savings of an estimated € 120-150 million per year. ElectronicInvoicing is now compulsory in Denmark, and is supported by a recent law which gave theMinister of Finance the authority to establish a legislative framework for electronic invoicing.
EID was the result of a public/private partnership that made use of successful andestablished technology. The central infrastructure uses dedicated networks (VANS) and officescalled Read-In Bureaus. Documents sent across this network are based on a standard variant7of XML, OIO-XML .
By providing security and convenience for the supplier, this system enables all public sectorpartners to computerise all internal work processes and systems.
This example of a national government showing readiness for eGovernment also demonstrateshow organisational transformation and back office innovation takes place across thepublic sector.
www.eGov.dkwww.oes.dk
Agency of Governmental ManagementThomas Fjeldberg+45 - 33 - [email protected]
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ehandel.no – Public eProcurement in Norway(Norway)
eProcurement – modernising public services
This solution, which has been adopted at central, regional and local level, has its roots in theNorwegian eProcurement initiative approved by the Norwegian Government in 1999. Nowfirmly embedded in the National eGovernment strategy eNorway 2009, it is a key influencer ofthe newly presented Norwegian “Strategy and actions for the use of electronic businessprocesses and electronic procurement in the public sector”.
ehandel.no has a focus on complete transformation of the public procurement process,moving from an initial focus on electronic ordering to implement support for all activities fromnotification of tenders via sourcing to electronic invoice handling. It has built upon Europeanspecifications and also contributed to international standardisation efforts.
The key innovation of ehandel.no lies in the flexible Internet based service provision conceptand the business model for co-operation with a private company as service provider. Theconcept and business model has made it easier for public sector entities to take eProcurementinto use and led to a considerable reduction of cost and risk in implementation projects. Theresult is easy access to a user friendly and affordable tool for operational eProcurementboth for public sector entities and their suppliers.
An essential impact of electronic public procurement is that more time and money are madeavailable for improved public service production. Experiences from Norwegian publicsector entities indicate a potential for 20-40% time reductions on handling of orders, goodsreceipt and invoices, and 2-10% price reductions in operations related procurement expendi-tures. In addition the risk of error is reduced, and the basis for improved control and transparencyof the procurement process through electronic traceability is increased.
www.ehandel.no
Ministry of Modernisation – eProcurement SecretariatAndré Hoddevik+47 - 22 - [email protected]
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eProcurement(Italy)
eProcurement portal for the Piedmont Region
This portal has been implemented by the Piedmont Region and serves as a platform for themanagement of IT calls for tender, electronic marketplaces and framework agreements. Thiswebsite operates as a single access point for eProcurement.
It offers value to both business and public authorities by reducing transaction costs, usingsimpler and more rapid and transparent procedures and creating a fair marketplace for smalland medium enterprises.
The impact generated relates to savings of 37% on the auction base value in 2004, and asimilar reduction in 2005 for the eMarketplace and framework agreement areas.
The portal offers access to a range of other functions and services that support theeProcurement process. These include eLearning and Training Services, regulations andlaws, interactive fora and discussion pages, a range of community and helpdesk services.
The use of an open standard technological solution enhances the case and increases itspotential for transferability . The holistic approach it has adopted, offering as a package ICT,processes, training, information and consultation services, can also be considered as goodpractice for transfer of knowledge and of value to others wishing to undertake a similar project.
www.acquistisistemapiemonte.it
Regione Piemonte-Direzione Organizzazione, Pianificazione, Sviluppo eGestione delle Risorse UmaneSergio Crescimanno+39 - (0)11 - 432 - [email protected]
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Communit-e – Simplification of the Benefitsand Medical Recognition Application forDisabled People (Belgium)
eServices for all
Disabled people across Europe are entitled to a number of special benefits to help them copewith the added burden of their disabilities. Like all citizens they are entitled to and expect toreceive swift and appropriate treatment of their requests.
Communit-e has developed a web-based tool for processing applications for benefits for thedisabled by local authorities in Belgium. This can be done securely online, which eliminatesthe need for paper-based procedures altogether. Once the request arrives in the administration,it is integrated into the back office system, which then automatically checks eligibility againsta number of specially selected parameters. The final product is an individualised form to becompleted by the disabled person and his or her doctor.
The simplification of this process and the setting up of this new accessible and flexible systemnow means that benefits to which the disabled are entitled are much easier to apply for. Theadvantage to the customer is immediate because the processing of a demand for a benefitnow takes a few seconds, rather than the 3-4 weeks it used to take.
For the municipality and the citizen, it has meant the delivery of a faster, more effective andbetter quality service whilst saving the cost of posting about 13,000 letters each month.
A continuous client satisfaction survey ensures continued quality and updating. A flexibletechnical architecture will allow for new services associated with the needs of the disabledto be added at any time. This is an example of local government co-operating with centralgovernment to ensure high quality eService delivery.
www.socialsecurity.be
Disabled Persons Directorate-General of the Federal Public Department(Service Public Fédéral)Tom Auwers+32 - (0)2 - [email protected]
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eReadiness of Polish Customs – Building upeGovernment Readiness of Polish Customs(Poland)
Electronic customs system leads Polish modernisation
A total reorganisation of the Polish Customs was required for accession to the EU, and wasan important part of the National eGovernment strategy. From the outset, this reorganisationwas used as an opportunity to move further in developing new and innovative systems for thePolish Customs and was dovetailed with the EU wide eCustoms strategy.
Rolled out as the country wide implementation of the Integrated Customs Duty and Tax System(ICDTS), based on XML and web services, this is an example of how to successfully implementopen standards for business. Today the ICDTS supports all customs procedures and documentsin export, import and transit. It also supports financial processes such as collection, clearingand recovery of dues as well as budgeting and accounting.
The ICDTS has increased transparency, security and safety in the transaction of customsbusiness, as well as introduced standardisation in the context of an interoperable environment,whilst reducing costs. This logically integrated system stimulates advanced use of customsintelligence and risk analysis applications.
The reorganisation and the introduction of electronic systems has facilitated trade as well asthe effectiveness and efficiency of the public administration in Poland.
This is a useful case of front and back office reorganisation and transformation, whichshows how the Customs Service can be used as an example for other areas of the publicsector.
www.mofnet.gov.pl/sluzba_celna
Ministry of Finance, Customs Policy DepartmentAnna Dubielak+48 - (0)22 - [email protected]
Businessesand Citizens
Service use
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Businesses and CitizensService use
Transformation and innovation in external facing services,putting citizens and businesses at the centre, driving use andparticipation
A user-centred approach contributes to reductions in the administrative burden on businessespecially on SMEs and citizens and improves quality of life, fostering trust in government anddemocracy.
This conference is focused on the sharp end of ‘Citizen-Centred’ government.By that we don’t just mean convenient and easy to use web services. We also
mean the joining up and transformation of services to deliver tangible benefitsfor individual citizens, businesses and wider society.
Ian Watmore, Head of the UK Cabinet Office eGovernment Unit
This theme addresses the transformation and innovation of the eGovernment services obtainedby putting citizens and businesses at the centre, delivering real benefits for end-users,achieving high take-up and customer satisfaction.
It also explores policies and good practice relating to service innovation, to delivering publicvalue while at the same time achieving efficiency savings.Sharing/cross-cutting service describes a multi-channel delivery to enable interaction withservices and information across and between public administrations, with end users benefitingfrom this shared implementation.
There are also intermediated services where transactions are processed electronicallybetween the intermediary and the public administration. This model shows how additionalbenefits, such as greater inclusion through intermediation, can be achieved.
These services make a real difference to citizens’ lives, resulting in positive feedback. Theydeliver clear benefits to citizens and to businesses of all sizes reducing red tape and costs indealing with government.
The cases listed below illustrate the variety of applications within this theme:eGovernment portals for citizens (HamburgGateway), eGovernment portals for business (VIRK),local city interfaces (Athena Network, IRIS BCN), multi service delivery mechanisms (SISRCR,TASTSELV.DK, eVERA, CWO, Mijn IB-Groep), fiscal management (Kadaster-on-line, OVC),national and local eDemocracy (SPES, GIVA, RIES), community service delivery and inclusion(COT, e@SYConnects TV, LCOL, Mobhaile) and information distribution (COURTPUB, EZB).
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HamburgGateway(Germany)
The digital gate to the city
As both a city and a state, Hamburg has the need for a very broad service offering in order tosatisfy both citizens and business requirements.
To meet all user needs, a single point of access, with multiple level authentication ensuringprivacy and security for the customer as well as for the city’s IT infrastructure, has beencreated which brings together all legacy applications online and puts the citizen firmly at thecentre.
The HamburgGateway is then the single key infrastructure for all departments of the city andstate of Hamburg to make existing and new government services available on the Internet.
This forms an integral part of Hamburg’s multi-access strategy, infrastructure policy andeGovernment strategy, bringing the benefits of faster, more efficient, secure and cost ef fectiveservices 24/7.
Furthermore, the City of Hamburg is more than willing to share its ideas and experiences increating the Hamburg Gateway and the software with any other city or region who may wantto know about them.
www.service.hamburg.de
Ministry of FinanceDr. Ursula Dankert+49 - (0)40 - 42823 - [email protected]
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VIRK – The Danish Internet Portal for theDanish Commerce Sector(Denmark)
The business centered portal
Virk.dk is an internet portal developed as part of the Danish National IT strategy, whichdelivers 599 fully digital solutions to companies and Public Administrations validated by onesingle electronic signature.
With one single access point to the services offered by the public authorities regulating thebusiness, Danish companies can report data and retrieve business relevant information frommore than 50 authorities and 2300 public and private websites. This makes the directreporting of events such as employee sickness both easy and immediate, thus saving both timeand effort.
Virk.dk has benefited from being a public-private partnership between the Danish Commerceand Companies Agency and the company VirkA/S. The solution includes a sophisticated XML-structure, guided workflows, digital signatures and customised information. Thus the applicationserves as leverage for shared standards, digital signature and XML among others.
With more than 120,000 unique users a month and 600,000 hits a week the websiteVirk.dk is a well received portal. Operational since September, 2003, Virk of fers solutions to anumber of well-known problems: a single access point used by different stakeholders hasmeant less confusion and re-inventing the wheel. The support given to Danish businesses andtherefore the economy through enhanced administrative transactions means that more time iscreated in which to focus on production and growth.
www.virk.dk
Danish Commerce and Companies AgencyKatrine Ring Andreassen+45 - 33 - [email protected]
Pelle Øby Andersen+45 - 33 - [email protected]
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Athena Network(Greece)
eMunicipality for the people of Athens
The city of Athens has brought the administration nearer to the people it serves by implementingan electronic call centre, which can be accessed by the telephone through a memorable threefigure number (195), the Internet and face to face at one of the 7 supporting citizen servicecentres (CSC’s).
Administrative processes have been streamlined through this multi-channel system, whichprovides services for the people of Athens as well as information on a range of topics andareas of interest, including sport and culture, immigration, police and security, passports andidentity cards, elections and transport. In addition, the system manages a range of municipalactivities such as voluntary work and health and welfare activities. Athena supported theOlympic Games held in Athens in 2004.
A comprehensive staff retraining programme has been undertaken to encourage municipalpersonnel to “work smart”. New opening hours have been adopted, which make it easier forcitizens and businesses to conduct business until late evening in most cases and 24 hours aday through the Internet.
User feedback has been very positive and in 2004: 175,221 applications were recorded for264 different procedures. In addition a total of 249,269 citizens visited the original sevencustomer service centres. The eighth service centre, whose business is confined to issuesconcerning immigration, was visited by 415,265 people . In the same period the Citizen’shelpline received 146,742 calls. Between December 2003 to October 2005, the Athena Networkdealt with 751,350 citizen requests.
Athena Network is a good example of back and front office reorganisation that has provideda range of easily accessible, enhanced services which have enabled citizens and businessesto provide feedback and contribute to policy-making through a new feedback mechanismwhich invites comments, questions and suggestions on how to improve services.
www.cityofathens.gr
Municipality of AthensDimitris Zafiriadis+30 - (0)210 - [email protected]
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IRIS BCN – Promoting Civic Attitudes inBarcelona through a Customer ServiceRequest Platform (Spain)
The City Council at a click!
Other cities across Europe could follow a lead that makes local democracy and citizenparticipation a key pillar of one city’s service provision.
By providing over 20 different access channels to public access forums; including face-to-face contact, telephone (mobile and fixed), and a Internet-based interface, the municipality ofBarcelona enables its 1.5 million citizens to make direct contact with key officers anddecision makers. Complaints and requests for information and services therefore go straight tothe engine of the local government for immediate action.
This initiative means that citizens are now an integral part of the local decision-makingprocess, empowering them and enabling them to play an important role in the democraticprocess.
Citizens can also easily access some 1,600 services, such as requesting the collection oflarge objects from their homes or reporting graffiti and other local nuisances. The 350,000requests to the City Council via any of the many access channels available each year aredealt with by 250 operators and a further 500 support workers who process requests,complaints and claims.
Iris also enables the city leaders to monitor issues that are causing major disquiet to residents,identify trends in demand for improved services, compile a list of the top ten citizen’s suggestionsand publicise them, ensuring that citizens know that their voice and concerns are listened toand do indeed matter.
Iris is not only able to keep a finger on the pulse of the city by acting as a sensor for publicopinion, but it also monitors the issues and problems which are experienced by citizens in thecourse of daily life, and offers solutions.
www.bcn.es
Ajuntament de BarcelonaJose Ramon Rodriguez+34 - (0)93 - [email protected]
Maxim Lopez+34 - (0)93 - [email protected]
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SISRCR – Regional Integrated Health Servicefor the Continuity of Medical Treatment(Italy)
eHealth service for an Italian region
An integrated system for the Health Agency and the Health Service Authorities of the regionFriuli-Venezia Giulia, SISRCR has been financed by the regional administration as part of theregional eGovernment plan involving the Ministry of Innovation and Technology (centralgovernment) and the structural funds.
SISRCR supports the continuity of care by enabling links and clinical data exchange betweenall health service providers in the region. Access to health services are improved for patients,clinicians and other healthcare professionals through simplified access procedures usingsmart cards and by implementing a regional call-centre.
Using this system care providers can access patient’s medical records and find a comprehensivehistory of treatment as well as biochemistry, pathology and other investigation results whichhave been put in the system by the various departments that carry these out.
There is now less chance of clinical error due to mistakes in manual reporting and there is moretime for other patient orientated tasks. Surveys carried out on a regular basis have shown highuser satisfaction by GP’s and patients.
Usage numbers are increasing all the time and show that the call centre receives more than10,000 calls per week. 150 GPs are connected which saves patients valuable time makingappointments as well making time savings for the GP through a reduction in administrativetasks.
www.sanita.fvg.it
Agenzia Regionale della SanitàCarlo Francescutti+39 - (0)432 - 549111+39 - (0)335 - [email protected]
Gianni Maglione+39 - (0)432 - 549111+39 - (0)335 - [email protected]
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TASTSELV.DK – The Automated TaxAdministration (Denmark)
Tax paying made easy for the citizens of Denmark
All 4.5 million taxpayers in Denmark no longer have to complete complicated forms by handand then wait hours in a queue in order to make their tax payments.
The Government of Denmark has developed a fully automated tax process that they havecalled their” “No touch Strategy”. This involves the direct electronic reporting of the 97% ofcitizen’s tax related data collected by employers, banks and mortgage institutions, tradeunions and the social benefits service directly to the Central Customs and Tax Administration.
Citizens can view their tax details at any time using a secure internet access and can makecorrections either directly online or by the telephone. No paper records have to be kept,because their full tax history is always available online.
This has made the tax service more efficient from the point of view of both the clients and thetax office. There have also been savings in cost and time. Approval for the system has beengiven by citizens using the service, with their reactions to it being constantly monitored via aninteractive user feedback feature which is a core component of the system.
www.tastselv.skat.dk
Skat (Central Customs and Tax Authority)Keld Borup+45 - 72 - [email protected]
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eVERA – Online Vehicle Licence Renewal(Malta)
Linking road licences, fines and car insurance
eVERA is a web application developed for the Malta Transport Authority which providescitizens with the facility to renew their vehicle road licences online, pay outstanding fines,upgrade their licences and check the date of their next Vehicle Roadworthiness Test, from anyInternet access point.
Insurance agencies and brokers also have the facility to update the Transport Authority databasewith insurance policy details and to renew and issue a road licence.
Putting the licence renewals online has reduced transport office queues, whilst at the sametime producing a useful integrated system for other agencies involved in the licence renewalprocess.
Since vehicle licences cannot be issued until traffic fines are settled, the project started byconnecting all traffic wardens to the database. The wardens use a special hand-held deviceto send updated data on each fine to the database. Thanks to this project, a higher level ofenforcement and compliance has been obtained.
It is anticipated that other services will be added to the system, including the reception ofrenewal notifications via SMS and the possibility for car importers to upload new vehicledetails prior to registration.
To date 10% of all licences are renewed through the system. 90% of all insurers areconnected to the system and queuing time at the Department has been decreased substantially.
www.licenzji-vetturi.gov.mt
Ministry for Investment, Industry & Information TechnologyJoe Schembri+356 - (0)21 - [email protected]
Michael Gonzi+356 - (0)21 - [email protected]
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CWO – Careers Wales Online(United Kingdom)
Lifelong career planning for the people of Wales
CWO is a website established by Careers Wales, funded by the Welsh Assembly Government,in order to support young people through their lifelong career planning. It also supports adultsreturning to learning or training. The programme seeks to encourage the participation of allyoung people, as well as adult returnees to the learning, training and employment market inorder to give them the best chance of achieving their careers goals.
The bi-lingual (Welsh and English) system distinguishes between different user groups accordingto age and professional status (e.g. ‘employer’). Therefore, supporting a sixteen-year-oldlooking for information on potential courses of study and training and job opportunities, as wellas supporting a 55-year-old who needs to polish up his CV and obtain information aboutcourses.
The site also helps users to understand and record their learning/working style, interests,skills, personal qualities and achievements through the use of interactive games andexercises. Users can save the outcomes of these activities in their e-Progress File ‘e-portfolio’,a product that allows the users to build up, over time, a self assessment profile. Informationcontained in the e-portfolio can be used to build CVs, application letters and action plans, andcan be used to make decisions and provide evidence of achievements.
Careers Wales Online (www.careerswales.com) was launched in November 2004 andtechnically is a stand alone website, based on standard commercial products. Since its launchthe site has already exceeded the target of 80,000 registered users set for March 2006. Thesite has also recorded more than 17 million page views since launch.
www.careerswales.com
Careers Wales AssociationPaul Messer+44 - (0)2920 - [email protected]
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Mijn IB-Groep – Portal for Study Loansand Grants (The Netherlands)
Student loans and grants online
An internet portal for students, Mijn IB-Groep enables them to find out how much student loanor grant they will receive each month, what repayments they have to make, and to check thattheir bank and other details are up to date and accurate.
The customer-driven service is secure and easily accessible at any time and from any place,as long as the user has internet access and a mobile phone. The service mainly targets 18-24year olds and to facilitate the adoption of the system by these clients, one of the log-in accesscodes is delivered by SMS (text message). This has been a particularly successful featureand has been chosen to be one of the national standards for eGovernment.
Currently 250,000 students have registered. This represents one third of the entire targetgroup. Each month the service is used almost 70,000 times and in addition more then 10,000new users register.
Customers are very much in control of their personal information held on the system. Most datacan be amended by the students themselves which also allows them to update vital recordssuch as contact, education and bank details.
The introduction of this system has saved over €2.4 million expenditure yearly; apart fromother cost savings the job of loan and grant processing can now be done with 15% feweremployees.
www.ib-groep.nl
ib-groepJan Kouijzer+31 - (0)50 - [email protected]@ib-groep.nl
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Kadaster-on-line(The Netherlands)
Online access to land registry products
This system compiles data about registered properties and makes it available to businessclients and citizens through public registers and cadastral maps.
It increases the accessibility of land registry information and helps meet the prime objective ofthe Dutch government to have 65% of public services online by 2007. The Kadaster onlineservice is an Internet ready version of the standalone network that has been operational since1996.
The service, which is used by 6000 registered clients enables 45,000 users to access up-to-date land registry information. This service provides high quality detailed images of propertiesand other cadastral data. It satisfies the needs of a broad cross-section of clients includingnotaries, estate agents, municipalities, banks and construction companies, who can accessinformation far more quickly and cheaply than before the introduction of the online Kadastertool, over 60,000 products are provided each day.
One of the objectives of Kadaster-on-line was to continue developing it in order to meet clientwishes as much as possible. The most important extensions are Online products for citizens,the use of automated data traffic, which enables clients to incorporate land registryinformation into their own applications automatically, and EULIS – which is a project involvingseveral countries cooperating to make land registry information accessible on a pan-Europeanlevel. EULIS will be operational at the end of 2005.
The system enables users to submit feedback, which has shown that client satisfaction hasincreased with the introduction of the online version of the Kadaster. It enables the delivery ofmuch needed services while focusing on citizens and businesses in a European environment.
www.kadaster.nl
KadasterGertie Dullens+31 - (0)55 - [email protected]
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OVC – Virtual Office of Cadastre(Spain)
Online access to cadastral information
OVC has been developed by the Spanish national government to enable all citizens, businessesand civil servants to have electronic access to information about property occupancy andavailability directly from their homes, places of work or other internet access points wheneverthey need this service.
The cadastral database which is compliant with the provisions of Directive 2003/98/EC of 17November 2003, includes information about physical characteristics of buildings, what theyare made of, for what they are used, how much they are worth and details of ownership.Overall it contains information on 31 million urban land parcels, 42 million rural landparcels and 21 million land owners as well as map locations for around 90% of the landparcels on the system. Access to all the information is free of charge. Recently the servicehas been improved by the addition of a new web map server.
OVC also delivers a number of services relating to property matters. It provides tools that allowthe interchange of information, in a secure way, between Cadastre and administrations as wellas the institutions that collaborate in its updating.
Currently there are almost 27,000 registered users who make over 24,000 requests of theservice, and this is growing at a rate of 100 per day. The public part of the OVC receives morethan 300,000 requests for information a day.
ovc.catastro.meh.es
General Directorate of CadastreFernando Serrano+34 - (0)91 - [email protected]
Roberto Fernandez+34 - (0)91 - [email protected]
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SPES – Scottish Parliament ePetitionerSystem (United Kingdom)
eParticipation increased for Scottish citizens
Launched in February 2004, the Scottish Parliament’s ePetitioner system provides citizens withan electronic forum to voice concerns through the formal processes of parliament.
Any citizen can raise and sign an ePetition, or add comments to an online discussion if theywish to. Citizens can, if they prefer, submit paper petitions, as the ePetitioning system isseamlessly integrated with procedures for handling paper petitions.
ePetitioner not only supports citizens’ access to and participation in the democratic process.It has also put in place a continuously updated website to highlight issues through channels thatare convenient for citizens. At the same time, it allows them to review the progress of theirpetitions electronically, through the various stages of decision making.
This project enables citizens to actively participate in the democratic process, therebyencouraging civic engagement and citizen empowerment. Since its launch, 63 ePetitionshave been posted on the Parliament’s website using the system, attracting over 21,000signatures and over 700 discussion comments.
This project is both nationally and internationally recognised as an example of good practice inenhancing citizen eParticipation and local eDemocracy . It shows that new types of servicescan be provided by government which help facilitate the democratic process.
www.epetition.scottish.parliament.uk
Scottish ParliamentDr. James Johnston+44 - (0)131 - [email protected]
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GIVA – The Geneva Internet VotingApplication (Switzerland)
Swiss citizens vote online
Following ten years of successful postal voting, the State of Geneva in Switzerland hasintroduced an online voting system for citizens. This was developed particularly to reachthose who traditionally did not vote and to encourage young people to use their voting rights.
The extended online voting pilot was gradually introduced in 14 municipalities, for fullysecure online referenda at municipal, cantonal and federal levels. Access to the Internetwas all that was necessary to be able to participate.
In order to keep pace with technical evolution, the application is suited to a number of browsersoperating under different operating systems.
The feedback from users of the system has shown that they are very pleased with itsperformance. On average 20%-25% of votes were cast online, and once voters hadexperienced the system they did not want to use any other.
Citizens in other parts of Switzerland are keen to adopt the system and this is evidenced by thenumber of enquiries from citizens who are not yet voters online who want to participate.
www.geneve.ch/evoting
State of GenevaMichel Chevallier+41 - (0)22 - 327 - [email protected]
Michel Warynski+41 - (0)22 - 327 - [email protected]
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RIES – Rijnland Internet Election System:Fully Transparent Election System(The Netherlands)
Online voting for Water Board representatives
Many government and quasi independent public bodies and institutions have Boards whosemembership is elected from among their client base. This enhances the transparency anddemocratic structure of the organisation.
Two Dutch Water Boards have introduced secure online voting for citizen representatives ata cost of €400,000, considerably less than it cost before to organise voting in the traditionalway. The technology is based on published and validated design principles and available to all.Its introduction has led to an overall cost reduction of €85,000. Some 2 million eligiblevoters have been able to cast their votes, 120,000 of whom in the first year voted online and280,000 by regular mail. When in 2008 all the Dutch Water Boards will introduce online votingwith RIES the overall cost reduction – with 12 million eligible voters – is expected to be some€750,000
To participate all that is needed by the voter is a personal computer with access to the Internet.No special hardware or software packages are necessary, nor is any change or adjustment tothe home PC. The system is so flexible that other voting channels can be used alongside theonline system, such as postal voting, voting by GSM and voting via a ballot box, all withouthaving to register separately for each channel. All voters are able to check to ensure that theirvote has actually been cast and counted in the tally. 70% of voters stated that they found thisfunction very important.
All who are registered on the system can access it to vote from any location in the world, andthe fact that it is so simple to use means that it encourages all social groups to participate;thus having a large impact on ensuring equality of access.
www.rijnland.net/ries
Hoogheemraadschap van RijnlandSimon Bouwman+31 - (0)71 - [email protected]
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COT – Meath County Council – CommunitiesOnline Together Initiative (Ireland)
eGovernment at grass roots level
An innovative project that aims to reach communities through the provision of ICT-assistedfacilities, intended to improve existing, traditional, communication channels for community andvoluntary groups.
COT provides and supports online website presence facilities for some 750 community andvoluntary groups in County Meath. This support is provided in the form of both a domain nameand hosting services. Training in managing and maintaining websites is also provided for theparticipating groups, free of charge.
Website templates are distributed free of charge to the community and voluntary groups, basedon an open source content management system called Mambo.
This project contributes to the objectives of “New Connections”, the Irish Government’s strategyto realise the potential of the Information Society.
This project is one of the first projects to involve local communities and support them inproviding vital services to the people they serve.
www.meath.ie/community/websites.html
Meath County CouncilMichelle Galvin+353 - (0)46 - [email protected]
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e@SY Connects TV – e@SY Connects DigitalInteractive Television Service(United Kingdom)
Communities connect
e@SY is a regional partnership of public service providers, which includes local authorities,health authorities, emergency services, transport executive, the Regional Development Agencyand organisations from the voluntary sector who seek “Service Transformation for all”. Itfeatures an innovative means of access via DiTV.
e@SY provides a common entry point for citizens, and businesses, to access information andinteractive services provided by South Yorkshire public sector service providers. This for theservice providers gives them access to a uniform platform from which they can provide theirservices directly into 1.5 million homes.
A wide range of services are available such as a Jobs Hotline which has seen a ten foldincrease in use since the start of the project, and a doctor’s appointment booking service whichhas shown a 44% increase in eBookings.
Although aimed at all citizens, e@SY particularly addresses the issue of the digital divideresulting from the fact that many poorer families do not have personal computers and connectionsto the internet. The same can also apply to businesses, especially in relation to micro businesses.
The e@SY Connects TV service is the first true public sector DiTV interactive service and isdelivered using a national platform known as the Starter Kit which simultaneously delivers thesame information and interactive services to 3 proprietary Digital TV platforms. Interactiveservices are enabled by the use of a return path routed over the cable or telephone networks.It has been designed to present an easy and simple user-friendly service to allow thosewithout computers access 24/7 information and services using Digital TV.
The DiTV development had a cost of €367,000, €50,000 for each of the original 5 micro siteswhich carry it. An innovative partnership with Central Government resulted in the brokering ofa deal with the satellite and cable providers for a ‘cluster licence’ at a fraction of the originalcost (€88,000), making this an excellent example of good practice and partnership working, aswell as a model for social inclusion.
www.easyconnects.org
e@SY ConnectsGary Simpson+44 – (0)1709 – [email protected]
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LCOL – Leicestershire CareOnLine(United Kingdom)
eGovernment promotes eInclusion
Addressing a need of communities right across Europe, this is an eGovernment initiative witha clear focus on the people of cities, towns and villages in the UK east midlands region.
Tackling issues around the digital inclusion of some of the ‘hardest to reach’ groups such asolder people, disabled people and their carers, CareOnLine is an active partnership betweenlocal government, health and voluntary organisations providing information, training and supportfor adults of all ages. So far 2500 people have had the chance to experience internet access.
LCOL offers information, training and support in their own homes to help isolated and vulnerableolder and disabled people and their carers to use and benefit from technology. Users rangein age from 20 to over 90.
Independent evaluation by Loughborough University has reported that this initiative helps reducesocial isolation and feelings of exclusion. Learning and working together is a positive outcomeof the project. 76% of users said the experience has had a positive effect on their daily livesand 69% said that they would not have connected to the Internet without the project. Thewebsite usage has increased more than fourfold from under 2000 visits per month in 2002to over 9000 visits per month in 2005.
Since the start of this project LCOL has provided computer equipment and Internet access for100 isolated individuals, 12 social services day centres and residential homes, 25 housingschemes across the County, 3 public service shops, 2 libraries and 1 hospital as well as 6voluntary organisation centres. It has installed a total of 150 computers, and a lot of specialaccess equipment such as 25 “touch screen” computers for people who cannot use amouse or a keyboard and trained 300 people in basic IT in their own homes.
www.leicscareonline.org.uk
Leicestershire County CouncilIan Retson+44 - (0)116 - 265 - [email protected]
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Mobhaile – Extending the Use of Informationand Communication Technologies(Ireland)
eCommunities promote inclusion
Mobhaile is an interactive service developed by the Irish Local Government Computer ServicesBoard to aid social inclusion by extending access to Information and Communication Technologiesto local communities.
Mobhaile has taken full advantage of the Irish Local Authorities migration to a Service OrientedArchitecture (SOA) through the development of a community technology package whichcomprises component technology to allow communities to create their own websites, and thecommunication potential to provide each citizen with e-mail, blog and community information.
The provision of this low-cost facility has enabled community and voluntary groups, schoolsand small businesses to exploit ICTs and establish online communities. It facilitates thecreation of locally sourced content giving local people the chance to engage with issues andactivities of interest to them. The success of the project lies in the common approach to roll out,the building of extended communications networks in communities and the maximisation of thebroadband infrastructure.
In order to monitor the progress of the project an eChampion network has been set up whichallows and brings together feedback from community groups participating in the scheme. Todate over 300 (70%) community groups, schools and SME’s have used the service tocreate an online presence. A further 200 are currently in training. The Mobhaile for Schoolstemplate has been launched and by the time the local authority portal is fully implemented in2006, full roll-out will have taken place.
www.mobhaile.iewww.lgcsb.ie
Local Government Computer Services BoardTim Willoughby+353 - (0)1 - [email protected]
Sadhbh McCarthy+353 - (0)1 - [email protected]
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COURTPUB – Electronic Notice Board of theCourts – Publication with Legally BindingForce and Services for Citizens on theInternet (Austria)
Increasing the efficiency of justice in Austria
Citizens and businesses can query the status of bankruptcy proceedings interactively from allcourts in Austria. All decisions are published in legally binding electronic document form andthese are easily obtainable using very simple and straightforward search systems, making thisa very user friendly application that can be accessed by all.
This has meant savings of 95% in publication costs. Typically in a bankruptcy case the costs fortraditional newspaper advertisements totals on average €1090 per case. This new systemcuts this cost to €58, which means savings for all those involved.
More accessible information about auctions of bankrupt goods has meant that a largernumber of buyers can be reached and attracted to the sales, which has led to increasedrevenue coming from auctions. Fewer telephone enquiries now have to be dealt with by courtpersonnel and overall there is a reduction in the need for clerical support.
Another benefit has been the simplification of court processes where decisions are nowelectronically transferred for publication, when a notice to the public is required. More than amillion queries a month are now dealt with by this electronic system and there are severalthousand regular users from banks and other private and public bodies, where insolvencycases are monitored on a regular basis.
This is a highly innovative service, which has revolutionised the processing of court decisionsand the impact of their outcomes in Austria.
www.justiz.gv.at
Austrian Federal Ministry of JusticeDr. Martin Schneider+43 - (0)1 - 52152 - [email protected]
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EZB – Electronic Journals Library(Germany)
European online library of journals
The University of Regensburg is responsible for the development of a database containingjournals that are available for online consultation.
With more than 24,000 titles the EZB (ezb.uni-regensburg.de) has established itself as themost extensive database worldwide for academic electronic journals. It is regularly used by328 universities, their students and other academic institutions. It is also available via theInternet to all citizens and therefore can be used by anyone who wishes to do so.
In 2004, 10.7 million accesses to EZB titles were recorded and the figure continued to growwith its recent integration into the interdisciplinary academic portal (www.vascoda.de) as wellas into other digital libraries and literature databases, through which its store of texts hasbeen greatly enhanced. Between October 2004 and April 2005 this new service has alreadybeen used 280,000 times.
EZB has also benefited from working co-operatively with other digital libraries and this hasled to the delivery of the service in a further 328 libraries across Europe as well as the Libraryof Congress in America.
www.bibliothek.uni-regensburg.de/ezeit
University Library of RegensburgDr. Evelinde Hutzler+49 - (0)941 - 943 - [email protected]
Gerald Schupfner+49 - (0)941 - 943 - [email protected]
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ImpactImpact
Measuring the impact on and benefits to government,businesses and citizens
The delivery of clear and measured benefits to government, businesses and citizens isthe core of this theme, where good practices in achieving impact and measuring eGovernmentbenefits have been explored. Although each of the first three themes must have demonstrableoutcomes within their thematic group, this fourth theme focuses explicitly on the analysis andmeasurement of impact.
There is no reason to reinvent the wheel just because we are dealing with aneProject. The main issue is to know what we actually want to achieve, and that
the demands, costs, impacts and benefits are clearly identified, defined,monitored and evaluated.
Ref.: eGovernment in Europe: The State of Affairs,report presented at the eGovernment 2003 Conference, Lago di Como
Cases selected illustrate how by setting indicative objectives/indicators/targets, by thedefinition of quantitative and qualitative approaches, the analysis of major benefits either tousers or the public administration, as well as social and economic impact can be assessed bycommon measurement frameworks. Social and economic impact can also be measured byuser feedback.
The three key aspects of this theme are the external facing impact, where the majorbenefits to users that are coming from the government business transformation can be estimatedand measured.
The second aspect is the internal impact on the public administration caused by the businesstransformation, resulting from an increased effectiveness and efficiency in the publicadministration’s processes.
Benefits realisation and performance measurement, the third aspect, refers to achievedexcellence both in the business case transformation and in the delivery of services to the endusers that lead to cost savings and benefits for the public.
These thematic focal points are highlighted in cases concerning efficiency, value-added, costand time savings. Ael and ROS deliver Government services to citizens and business. Theprojects Fed-e-View and eGAMES, among the cases selected, provide examples of governmentassessment, measuring and evaluation systems, whereas “Implementing Benefits Realisationand Performance Management in the Public Sector” and TRAMER focus on the benefits realisationaspects.
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ctAeL – An Integrated Solution for ContentManagement and Computer Assisted Training(Romania)
eLearning for all
AeL is an integrated learning and content management system which supports all thoseinvolved in the education process.
1,510 information technology laboratories have been set up in Romanian schools. 700,000pupils and 62,000 teachers have access to the AeL learning plat form. AeL offers supportfor teaching and learning, evaluation and grading, content management, process managementand monitoring, curriculum design and administration.
It is the backbone of the IT Based Educational System in Romania (SEI), which itself conformsto the EU’s eEurope++/eLearning strategy.
This project has the potential to improve the employment prospects for young people in Romaniaby introducing them to up-to-date information technology packages and supporting thedevelopment of computer literacy related skills. Teachers have also acquired computerliteracy skills from its lifelong training programme.
SEI is aiming to provide all schools in Romania with a holistic solution for dealing with informationtechnology in schools, through special projects designed both for administrative and educationalpurposes.
portal.edu.ro
Ministry of Education and ResearchPaloma Cecilia Petrescu+40 - (0)21 - [email protected]
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ROS – Revenue Online Service(Ireland)
Making things easier for Irish business
ROS, Revenue Commissioners, IrelandSean Cosgrove+353 - (0)1 - [email protected]
ROS is an internationally recognised internet based facility which provides the 500,000 Irishbusinesses and their tax advisors with a free, secure, confidential and easy to usefacility to conduct revenue related transactions 24 hours a day, 365 days of the year.
At the touch of a button ROS customers can access the latest information on their tax accounts,file returns and make payments for more than 20 different taxes and duties.
ROS has developed over the years on a phased basis using the maxim “Think Big, StartSmall, Scale Fast”. As a result, following a review in 2003 and upgrading of the originaltechnical architecture, additional functionality has been added to better meet the needs anddemands of the increasing number of customers. This modular approach has ensured that theservice can always be improved and further developed.
In 2004 alone, over 1.1 million returns were filed on ROS with € 8.3 billion in payments. Inaddition 53% (157,218) of timely filed income tax returns and 79% of all new vehicleregistrations were filed on ROS during the year. There were 2.1 million enquiries to theROS customer information service in the same period.
The savings as a result of ROS have been considerable for both Revenue and our customers.The replacement of paper return forms by electronic methods has meant substantial savingson printing and postage. As ROS is a fully automated back-end integrated service staffresources have been moved from routine processing work to more rewarding and productivecompliance and investigative work. Automated payment systems mean earlier bank paymentsfor Revenue and speedier repayments for customers. Providing online access to CustomerInformation substantially reduces customer contacts for Revenue and saves time and moneyon phone calls and correspondence for customers.
www.revenue.ie
Conor Hegarty+353 - (0)1 - [email protected]
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cteGAMES – eGovernment Assessment,Measuring and Evaluation System(Hungary)
Citizens comment on eGovernment development
User feedback is sought in this project which seeks to measure the performance ofeGovernment. eGames is a virtual forum where registered users of this system can personallypresent comments and views to representatives of eGovernment services.
Members of the forum, over 87,000, are registered users, can assign scores to commentsmade by one another and to the contributions of the representatives of the eGovernmentsector, and they can also create new topics for consultation.
Comments were made on 517 topics in 2004 and by mid-2005 a total of 178 themes hadbeen discussed. Over half the participants actively assign scores when they are participating,and 70% contribute comments.
Expected benefits include enhanced democratic participation and a thorough discussionof any future plans and policy changes prior to the decision makers taking any final actions.
eGames also enables sociological analyses to assess the groups that are developing in thevirtual space, through an analysis of the comments and other interactions that are recorded inthe discussion fora.
www.magyarorszag.hu/parbeszed
Electronic Government Centre of the Prime Minister’s OfficeZsolt Fábos+36 - (0)1 - 411 - [email protected]
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Fed-e-View – Tool for Measuring the Degree ofeGovernment Development of FederalAdministrations and Agencies (Belgium)
eGovernment back-office indicators
Fed-e-View provides a tool for giving a snapshot of the back office development and theuse of eGovernment components within the federal Belgian administration. This refers mainlyto eGovernment infrastructure, such as network, middleware and portals allowing exchangeof information between departments, electronic identity cards and user management andePayment modules and web services The services offered on websites – i.e. the “frontoffice” are not evaluated neither is ICT performance.
This helps the Minister for e-government to plan ICT and eGovernment development in allfederal departments (about 50 ministries and agencies) according to the global eGovernmentstrategy. The project uses a balanced scorecard approach which covers aspects relating tostrategic, financial, organisational, people and technological perspectives (120 indicators,aggregated into 21 global indicators).
It provides an overview of the extent of computerisation within the federal administration, andparticularly in the back office , and was a 5 month project involving 46 ICT departmentsand ICT managers. The cost of the project was about €50,000 .
This exercise is essential for defining a suitable strategy for future eGovernment developmentsand it helps to inform investment decisions. By providing a full picture of the progress ineGovernment implementation, it enables the Belgian federal government to reuse tried andtested methodology, infrastructure and applications, which also introduces economies ofscale and enables interaction and integration between departments
The transferability of this project is twofold: the methodology is reusable, particularly in theback offices of government departments. Furthermore, the results of the measurements canbe disseminated to allow comparison.
www.e-gov.bewww.fedict.be
Strategic cell of the Minister for eGovernmentChristine Mahieu+32 - (0)2 - 212 [email protected]
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ctImplementing Benefits Realisation andPerformance Management in the PublicSector (United Kingdom)
Smart successful Scotland
Scottish Enterprise (SE), which is responsible for supporting business growth in Scotland,has implemented an ICT-based customer relationship management system (CRM) designed tomeet both the Scottish Executive and UK Government’s objectives associated with economicdevelopment and eGovernment.
This system links up offices and representations from SE across the globe, using a CRM toeffectively link customers and clients who have business investments with Scotland. It providesa coded electronic catalogue containing individual products and services available and providesthe facility to track expenditure. Now 1800 users across 98 offices in 19 internationallocations from Beijing to Boston, and Sydney to Scotland are using this common system,which replaced 38 older legacy systems.
Government savings, thanks to this system, have reached approximately €9 million. It hasalso meant a 60% increase in face to face contact with customers. This has resulted infurther cost benefits by reducing duplication, with an anticipated overall increase in productivitybenefits of over €45 million.
By implementing the CRM system, SE has managed to increase productivity benefits, therebyachieving value for the public purse, and making a greater impact on the Scottish economyin a global context.
More choice has been delivered to clients of SE, especially in terms of how and when theycan interact with the organisation. This has also allowed SE to publicise the range of servicesthey offer relating to business development and growth.
www.scottish-enterprise.com
Scottish EnterpriseIsobel Brown+44 - (0)141 - [email protected]
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TRAMER – Traffic Insurance InformationCenter(Turkey)
Integrated transport insurance
TRAMER provides insurance companies, citizens, police and security agencies, theUndersecretary for Treasury at the Ministry of State, the Ministry of Health, and Association ofInsurance and Reinsurance Companies, with single-point access to integrated andconsistent insurance information on road vehicles.
Its aim includes the efficient provision of insurance information to service providers, thedetection and prevention of fraud and uninsured vehicles, accurate billing policy andcoherent and up-to-date management information.
The project is a partnership between government and the insurance sector; it is funded by theinsurance companies, with contributions calculated as a percentage of their premiums.
At the end of 2003 traffic insurance premiums totalled €334 million, whereas the estimatedlost income through fraud and other misdemeanours was €308 million . Results from 2004show a 15% increase in insurance premiums now that they are properly assessed, andan increase in income of €116 million .
In the first year of this project, the percentage of uninsured vehicles in Turkey dropped from25% to 10% of the total number of registered vehicles. The aim is to reach 0.5% by theend of 2006.
There has been a reduction in the counterfeiting of insurance policies, as well as of vehicleowners holding multiple policies and claiming many times for an accident.
Insurance decisions can now be taken instantly, with a high degree of accuracy, ensuring thatcustomers receive the best priced policy.
www.tramer.org.tr
Traffic Insurance Information Center – TRAMERMehmet Üst+90 - (0)216 - 5726932 - [email protected]
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eEurope Awards – 2005
Icon Key:
★★★★★ Finalists for the eEurope Awards for eGovernment – 2005
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
AUSTRIA
eAMA – agricultural eServicesfor farmers and businesseseAMAAgrarmarkt Austriawww.eama.at
Electronic notice board of thecourts – Publications withlegally binding force andservices for citizens on theInternetCOURTPUBAustrian Federal Ministry ofJusticewww.justiz.gv.at
Federal state of Styria: Civilprotection, civil defense andadministrative crisismanagement onlineCivil Protection OnlineFederal State of Styria,Department for civil protection anddefense (FA7B)www.katastrophenschutz.steiermark.at
The Austrian e-Law projectE-LAW/E-RECHTAustrian Parliament –Parliamentary Administrationwww.parlament.gv.at
The Austrian e-Law projectE-LAW/ E-RECHTFederal Chancellery – IT-Departmentwww.ris.bka.gv.at
The electronic file-system of theAustrian Federal MinistriesELAK im BundFederal Chancellerywww.elakimbund.at
Georg Schöppl+43 - (0)1- 33151 - [email protected]
Dr. Martin Schneider+43 - (0)1- 52152 - [email protected]
Dr. Kurt Kalcher+43 - (0)316 - 877 - [email protected]
Dr. Wolfgang Engeljehringer+ 43 - (0)1 - 40110 - [email protected]
Brigitte Barotanyi+43 - (0)1 - 53115 - [email protected]
Harald Müller+43 - (0)1 - 53115 - [email protected]
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eAMA is the principal contactplatform for farmers in Austria andplays an important role in thedevelopment of eGovernment in theagricultural sector.
COURTPUB is a publication systemwith legally binding force, allowinginteractive queries by citizens andcompanies as well as full-fledgedinteraction between the courts andexternal experts.
This multi-platform-solution fordisaster relief, including multi-optionsituational approaches for differenttarget groups interlinks informationfor citizens and media, and civilprotection plans.
The E-RECHT (electronic Law)project aims at creating onecontinuous electronic productionchannel from the invitation tocomment on draft legislation to finalannouncement and publication onthe internet.
E-RECHT (electronic Law) repre-sents a digital law making system,which allows the electronicinvolvement of all institutionalstakeholders and interested partiesduring the lawmaking process -from the beginning until onlinepublication of authenticated laws.
ELAK represents modernisation inthe filing system of the AustrianFederal Ministeries by electronicautomation, facilitating registration,processing and archiving of thefiles.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
BELGIUM
Communit-e – Simplification ofthe benefits and medicalrecognition application fordisabled peopleCommunit-eDisabled Persons Directorate-General of the Federal PublicDepartment (Service PublicFédéral)www.socialsecurity.be
eGovernment application of theFSOeGofsoFonds Sluiting Ondernemingen(RVA)www.rva.fgov.be/FondsNL.htm
Electronic voting in BelgiumE-votingFederal Public Service HomeAffairs – General DirectionInstitutions and Populationwww.elections.fgov.be
Extended Process Re-engineering betweenEmployers and Social SecurityOfficesEXPRESSCrossroads Bank for SocialSecurityhttps://www.socialsecurity.be/site_fr/Infos/employer/index.htm
Fed-e-View – Tool formeasuring the degree ofeGovernment development offederal administrations andagenciesFed-e-ViewStrategic cell of the Minister foreGovernmentwww.e-gov.bewww.fedict.be
FisconetGeneral Administration of Taxesand Tax Collectionwww.fisconet.fgov.be
Tom Auwers+32 - (0)2 - [email protected]
Karel Baeck+32 - (0)2 - [email protected]
Luc Vanneste+32 - (0)2 - [email protected]
Frank Robben+32 - (0)2 - [email protected]
Christine Mahieu+32 - (0)2 - [email protected]
Federal Public Service Finance(formerly known as Ministry ofFinance)+32 - (0)2 - [email protected]
★★★★★ ●●●●●
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Communit-e simplifies theapplication process for benefits andmedical recognition inside themunicipalities, in order to accuratelyand promptly process applicationsby disabled people.
e-gofso allows citizens that arevictims of a bankruptcy, their tradeunions and unemployment servicesto follow up their file online.
The use of this electronic votingsystem is based on a magnetic cardand a voting machine with a lightpen. It simplifies voting operations,counting of votes, and thepublishing of electoral results.
EXPRESS collects informationneeded by the social security officesfor the calculation of social securitycontributions, salary and workingtime.
Fed-e-View represents a tool formeasuring the degree of com-puterisation and back-officeeGovernment development byseveral federal administrations andagencies,in order to provide anoverview of the use of ICT andeGovernment foundations.
Fisconet is an electronic bilingualtax dat abase, accessible to all taxofficers of the Federal PublicFinance Service and to all citizens,offering a wide range of docu-mentation on both taxes and taxrelated matters.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Gathering data concerning theelections in a digital wayELECDIGDATAFederal Public Service HomeAffairs/General Direction ofInstitutions and Populationwww.elections.fgov.be
GPZ: Globaal PremieZoeksysteem/ComprehensivePremium SearchsystemGPZAROHM (Administration ofRegional Planning, Housing andMonuments)www.bouwenenwonen.be
Infotec.be – The Belgian publictransport information systemInfotec.beSociété Régionale Wallonne duTransport (S.R.W.T.)www.infotec.be
JobmanagerVDABvdab.be/mijnvdab
Management of schooltransportation (Belgium –Walloon region)TRSFEMETDirection du Transport scolairetransportscolaire.wallonie.be
National register of naturalpersons – Pillar of the e-governmentRRNGeneral Direction Institutions andPopulationwww.registrenational.fgov.be
Luc Vanneste+32 - (0)2 - [email protected]
Bert Janssens+32 - (0)2 - [email protected]
Francis Thys+32 - (0)81- [email protected]
Karim El Sayeh+32 - (0)2 - [email protected]
Stéphane Jaumonet+32 - (0)81 - [email protected]
Luc Vanneste+32 - (0)2 - [email protected]
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This data gathering system allowsfor elections to be prepared, carriedout and published in an entirelyelectronic way. Through ELECDIG-DATA calculations of results andreports by the electoral office areautomatically checked anddistributed to the media.
This web application tells a citizenaf ter fill ing in automaticallygenerated question-lists, whichlocal, provincial, regional andfederal (and in the future perhap sEuropean) support measurement she is entitled to (regarding hisincome and family composition).
The Infotec.be website allowscitizens to do complex research oftimet ables and door-to-door-itineraries of all public transportservices in Belgium.
Jobmanager is an online applicationthat offers registered clients a placeto save their personal information,use high technology tools to man-age their selection and recruitmentprocess or job applications, andcompare their personal data with theexisting data on the labour market.
TRSFE is an online transportationmanagement system for over15,000 registered users establishedby the W alloon Ministry forEquipment and Transport (MET). Itsimplifies and accelerates existingadministrative processes, therebyimproving communication betweenactors.
The RRN is a data processingsystem, which provides registration,registration and communication ofall information regarding theidentification of citizens. With aunique ID number it allows a secureexchange of information among thepublic administrations.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
System of Integrated Treatmentof Patrimonial DocumentationSTIPADAGDPfiscus.fgov.be
Telemammography program inthe Brussels RegionIRISMAMMOBrussels Region InformationCenter (BRIC)www.cirb.irisnet.be
The eID-project in Belgium:General introduction of theelectronic identity card for allBelgian citizensBelgian eIDFederal Public Service HomeAffairs – General DirectionIntitutions and Populationwww.eid.belgium.be
BULGARIA
Effectiveness and transparencyof the Bulgarian TaxAdministrationE-services for taxpayersNational Revenue Agencywww.taxadmin.minfin.bg
Electronic Gateway for OnlineAdministrative Services in StaraZagoraEGOASSZDistrict Administration StaraZagoraegateway.sz.government.bg
Electronic Information Systemfor Civil Registration andAdministrative Services –BulgariaIS for CRASDepartment of Civil Registrationand Administrative Services,Ministry of Regional Developmentwww.grao.government.bg
Daniel De Brone+32 - (0)2 - [email protected]
Sorin-Titus Ciocea+32 - (0)2 - [email protected]
Luc Vanneste+32 - (0)2 - [email protected]
Krum Garkov+359 - (0)2 - 9859 - [email protected]
Rayna Todorova+359 - (0)42 - [email protected]
Ventsislav Hristov+359 - (0)2 - [email protected]
★★★★★ ●●●●●
The project aims at reorganisingpatrimonial documentation(cadastre, registration, publicproperty and mortgage services) bycomputerising alpha-numeric andgraphic data within a patrimonialdatabase (PATRIS).
This breast cancer screeningprogramme offers women agedbetween 50 and 69 the opportunityof undergoing a mammography freeof charge every two years. Thetechnical quality of this examinationis checked by a panel of specialisedradiologists.
Belgian eID is intended to cope withthe demand for more secure identitydocuments and to ensureeInteractivity between citizens,enterprises and administration.
The Bulgarian Tax Administration(BTA) has implemented electronicdata exchange and providedelectronic delivery of high-quality,economically effective and easilyaccessible services for itsbusinesses and citizens.
This eGovernment portal enablesbusinesses and citizens in theBulgarian region of Stara Zagora toreceive copies of documents andsubmit online complaints, warnings,applications, and suggestions.
IS for CRAS are eServices providedby the Bulgarian ElectronicInformation System for CivilRegistration and AdministrativeServices (CRAS). The systemstores personal data for allBulgarian citizens.
77
CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
NSSI – Clients: Onlinedeclaration of insurancecontributions at the NationalSocial Security Institute ofRepublic of BulgariaNSSI – ClientsNational Social Security Institutewww.nssi.bg
NSSI-Reports: Up-to-dateinsurance information forinternal clients and digitalcertificate holders of theBulgarian National SocialSecurity InstituteNSSI-ReportsThe National Social SecurityInstitutewww.nssi.bg
Public Procurement RegisterROPPublic Procurement Agencywww.aop.bg
Up-to-date health insurancestatusNSSI-HealthThe National Social SecurityInstitutewww.nssi.bg
CROATIA
Croatian CustomsAdministration: Integratedcustoms online servicesCCAMinistry of Finance, CustomsDirectoratewww.carina.hr
Integrated residence cost billingIReCoBCity of Rijeka, IT Institutewww.rijeka.hr
Marin Kaltchev+359 - (0)2 - 926 - [email protected]
Marin Kaltchev+359 - (0)2 - 926 - [email protected]
Marieta Popova+359 - (0)2 - [email protected]
Marin Kaltchev+359 - (0)2 - 926 - [email protected]
Zlatica Tomasevic+385 - (0)1 - [email protected]
Vanja Smokvina, Ma.Sc.+385 - (0)51 - 20 96 [email protected]
NSSI allows online declaration ofinsurance contributions byemployers and self-employed, andregistration of labour contract dataincluding signing, changing andcancelling of contract s at theNational Social Security Institute ofRepublic of Bulgaria.
The service provides a report withupdated information on declaredcontributions, insurance payments,registered labour contracts,applications and transfer of moneyfor the supplementary mandatorypension insurance.
The Public Procurement Register isa unified electronic database whichcont ains information about allprocedures for the award of publiccontracts.
This service includes thesubmission of updated reports onthe health insurance status of allBulgarian citizens under the HealthInsurance Act and providesinformation on the periods notcovered by health insurancecontributions.
This IT-solution integrates workfloworganisation within the Customsoffice and secure handling of criticaldocument s in digital form, byest ablishing norms and aframework for digital document sthat will be able to replace paperforms.
IReCoB is an online billing system,linking service providers, customersand municipalities via a concessioncompany, which produces one bill,combining all payments for the livingexpenses in Rijeka instead ofhaving several separate bills.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
CZECH REPUBLIC
ePUSA – electronic Portal forLocal Self GovernmentePUSAPilsen regional authoritywww.epusa.cz
Public Administration PortalPAPMinistry of Informaticswww.portal.gov.cz
Usage of the transactional partof the Portal of PublicAdministration for sendingAnnual Pension InsuranceRecordsAPIRCzech Social SecurityAdministrationwww.cssz.cz
DENMARK
Danish Register ofUnderground Cable OwnersLERNational Agency for Enterpriseand Constructionwww.ler.dk
Digital Signatures in DenmarkDSDKThe Ministry of Science,Technology and The officialDanish digital signaturewww.vtu.dk
Electronic Invoicing in DenmarkEIDAgency of GovernmentalManagementwww.oes.dk
Václav Koudele+420 - (0)377 - 195 - [email protected]
Jitka Novotna+420 - (0)2 - [email protected]
Radka Polakova+42 - (0)2 - 5706 - [email protected]
Ulrik Roehl+45 - 35 - [email protected]
Glenn Leervad-Bjørn+45 - 33 - [email protected]
Thomas Fjeldberg+45 - 33 - [email protected]
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The portal’s main purpose is tointegrate access for storing andusing contact det ails of muni-cipalities, preventing the incon-veniences caused when both theregions and the central authoritiesrepeatedly request this informationfrom the municipalities.
PAP emphasises procedural andtechnological solutions for the publicadministration activity descriptiondatabase, involving a number oforganisational measures to set upand interconnect this database withother parts of the portal.
APIR is an the electronic gatewayfor citizens and organisations,developing electronic publicadministration and providing astandard interface for electroniccommunication with stateauthorities.
LER helps preventing accidentaldamages to underground utilitycables. This system lowersadministration costs in thecontracting sector and increasessupply security. The immediatebeneficiaries are professional cableowners and contractors and theend-users of utilities.
The digital signature was launchedin order to meet the increasingdemands of modernisation anddevelopment in the public sector,and allow the secure exchange ofconfidential and sensitive data usingthe digital signature.
EID transforms all systems andadministrative processes fromphysical into digital handling ofinvoices, credit notes and othertransactions. This reform affectsapproximately 15 million invoices ayear, and is expected to save thepublic some 20 million annually.
79
CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Online Business Registration inDenmarkWEBREGDanish Commerce andCompanies Agencywww.webreg.dk
Optagelse.dk – Danish portalfor Higher EducationOptagelse.dkMinistry of Educationwww.optagelse.dk
The automated taxadministrationTASTSELV(SKAT Central Customs and TaxAuthority)www.tastselv.skat.dk
The Public Information ServerOISErhvervs & Byggestyrelsen(National Agency for Enterpriseand Housing)www.ois.dk
VIRK – The Danish InternetPortal for the DanishCommerce SectorVIRKDanish Commerce andCompanies Agencywww.virk.dk
ESTONIA
M-teachermTTartu City Governmentwww.tartu.ee/mcity
Torsten Grunwald+45 - 33 - [email protected]
Erik Møller Hansen+45 - 33 - [email protected]
Keld Borup+45 - 72 - [email protected]
Lars Misser+45 - 35 - [email protected]
Katrine Ring Andreassen+45 - 33 - [email protected]
Karin Pihl+372 - (0)7 - 361 - [email protected]
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Webreg, an online registrationsystem, has gradually evolved tocover thousands of businessregistrations. Webreg means thepossibility to found a company or tochange one of Denmark’s 520.000businesses in a few minutes by helpof a digital signature.
Optagelse.dk (“Admissions”) is aneducational portal, making itpossible to apply to programmes ofhigher education by Internet, usinga digital signature. The portal canalso be used by 9th and 10th gradestudents seeking admission toyouth education and trainingprogrammes.
TASTSELV is the automated taxproces, with the least possibleinconvenience to the citizens (“notouch strategy”), through which 97percent of all data to the Danishcitizens’ tax declarations arereported to the Central Customsand Tax Administration (CCTA).
OIS offers efficient and easy accessfor businesses, public authoritiesand private citizens to publiclycompile property dat a through asingle port al on the Internet, and, atthe same time, make data availableto commercial distributors, sellingthe property data, thereby ensuringsound competition in the market forproperty data.
This public-private p artnershipbetween the Danish Commerce andComp anies Agency and thecompany V irk A/S operates aninternet portal delivering a numberof fully digital solutions for thebenefit of companies as well as ofpublic administration.
M-teacher is a part of the m-City pro-ject in city of Tartu. Teachers haveaccess to a special environment onthe internet where they can easilysend SMS messages to parents tomake communication betweenschool and home more efficient andeffective.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
FINLAND
Open Espoo – FinlandOpen EspooThe City of Espoowww.espoo.fi/avoinespoo
The .FI Domain Name System.FI ccTLDFinnish CommunicationsRegulatory Authorityhttps://domain.ficora.fi
FRANCE
Cybercantal territoiresCybercantal IIConseil General du Cantalwww.cg15.fr
eVote-CCI: An innovative,legally binding Internet VotingSolution for the FrenchChambers of commerce andIndustryeVote-CCIACFCIwww.acfci.cci.fr
FAST – Secure ExchangeGatewayFASTCaisse des depots et consignationwww.fast.caissedesdepots.fr
Maritime circulationsmonitoring and informationservices for the purpose ofmaritime safetyTRAFIC2000Direction of Maritimes Affairswww.mer.gouv.fr
Simo Reipas+358 - (0)9 - 816 - [email protected]
Juhani Juselius+358 - (0)9 - [email protected]
Vincent Descoeur+33 - (0)4 - [email protected]
Wanda Egger+33 - (0)1 - [email protected]
Christophe Vattier+33 - (0)1 - [email protected]
Jean-Bernard Erhardt+33 - (0)1 - [email protected]
★★★★★ ●●●●●
Open Espoo is a web service,fostering the participation ofinhabitants and other interestedparties in the development planningprocesses in the city of Espoo byproviding access to the decisionmaking process and to officialdocuments.
.FI ccTLD registry, operated by theFinnish Communications Regula-tory Authority, enables citizens toapply for domain names which aregranted in a few minutes and paidfor online.
This structural and territorial plan isdedicated to organising 27 publiceAdministration desks with optionalvideo-conference tools, to link local,regional and national eAdmini-stration services for citizens, and toadopt best practices ofeAdministration.
With eVote-CCI, 340,000 entre-preneurs in five French cities could,for the first time, elect the membersof the French Chambers of Com-merce and Industry (CCI) throughan Internet voting system.
The key objective of FAST is tosecure the electronic exchange ofdocuments passing between publicadministrations in Europe. Fordifferent purposes, Europeanadministrations exchange morethan 6 billion documents annually.
This information system gathersinformation relating to maritimesafety held by different actors(MRCC, ports, etc.), and auto-matically forwards them to thepartners of the system, accordingto the needs and geographicalspecificities of each partner of thesystem.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
net-entreprises.fr, the officialwebsite for social declarationsnet-entreprisesGIP-MDSwww.net-entreprises.fr
Online change of addressADAE – Agency for theelectronic administrationdevelopmentwww.changement-adresse.gouv.fr
PRATICS: Better InternetAccessibility for all CitizensPRATICSIBSwww.ibs-eu.com/projet_pratics/PRATICS/accueilpratics.htm
Signes en ligne: The FrenchSign language onlineADAE – Agency for theelectronic administrationdevelopment A62www.adae.gouv.fr
The RATP kiosks of informationinternet: E-services beyondtransportURBAMRATP – Commercial Dep artment/Marketingwww.ratp.fr
www.marches-publics.gouv.frADAE – Agence pour leDéveloppement del’Administration Electroniquewww.marches-publics.gouv.fr
Joëlle Vaucelle+33 - (0)1 - [email protected]
Vivien Tran-Thien+33 - (0)1 - [email protected]
Schéhérazade Boulariah+33 (0)3 - 83 - [email protected]
Céline Montagne+33 - (0)1 - [email protected]
Danielle Gance+33 - (0)1 - [email protected]
Esther Lanaspa+33 - (0)1 - [email protected]
net-enterprises is a businessoriented service, of fered tocompanies and their trusted thirdparties (chartered accountants,specialised management units) bythe social protection public andprivate institutions to fill out and paytheir social declarations andcontributions by Internet.
The service “Online change ofaddress” provides the citizen with asingle entry point to the publicservices when changing address.
This project facilitates the access tointernet and to electronic admini-stration services for all, allowingdisabled and literacy poor peopleand those in difficulties to enjoyequal opportunities and a higherdegree of social inclusion.
This platform provides one-to-onevisual interpretation services fordeaf people in order to help themwith their day-to-day proceedings inthe context of administrativematters.
URBAM provides internet services,such as traffic information, mobilephone services, web mail, leisuretime and tourist information, joboffers and much more to 3.5 millioncustomers daily, for a total of 35million French and foreign users peryear.
This web-portal allows the publicservices to publish their call fortenders, and for private enterprisesto respond to these of ferselectronically. By doing so, the sitecontributes to competitionrequirements in the public sector, inline with the recommendations ofEuropean Commission.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
GERMANY
Competence centre workflowmanagement, processes andorganisation of the FederalOffice of AdministrationCC VBPO of the BVAFederal Office of Administrationwww.bundesverwaltungsamt.de
Electronic Journals LibraryEZBUniversity Library of Regensburgwww.bibliothek.uni-regensburg.de/ezeit
HamburgGatewayMinistry of Financewww.service.hamburg.de
Online-applications for theacknowledgement of disabilityThe onlineapplicationBayerischesLandesamt für Versorgung undFamilienförderungwww.schwerbehindertenantrag.bayern.de
Starter-Center Karlsruhe/One-Stop-Shop Trier: The short waythrough licensing/ businessstart-up formalitiesStarter-Center Karlsruhe/One-Stop-Shop TrierHandwerkskammer Karlsruhewww.hwk-karlsruhe.de
GREECE
Athena NetworkMunicipality of Athenswww.cityofathens.gr
Stefan Salz+49 - (0)221 - 758 - [email protected]
Dr. Evelinde Hutzler+49 - (0)941 - 943 - [email protected]
Dr. Ursula Dankert+49 - (0)40 - 42823 - [email protected]
Harald Freiherr von Steinaecker+49 - (0)921 - 605 - [email protected]
Brigitte Dorwarth-Walter+49 (0)721 1600 [email protected]
Dimitris Zafiriadis+30 - (0)210 - [email protected]
★★★★★ ●●●●●
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As a part of BundOnline, the com-petence centre “workflow manage-ment, processes and organisation”programme provides support inprocess analysis and optimisationas well as in introducing workflowand document managementsystems.
The Electronic Journals Library is acooperative library service for theeffective use of academic electronicjournals. The University Library ofRegensburg provides the technicaland organisational infrastructure forthe EZB and is responsible for thefurther development of this service.
HamburgGateway’s goal was tooffer online services to its customerswhile using the existing applications,and to create an infrastructure thatis the access point for all customersto all online services of the city andstate of Hamburg.
This is the first online-application foracknowledgement as a disabledperson in Germany. It works like aninteractive interview asking onlyquestions which are relevant to theindividual case. The online-application is available 24/7, secureand accessible to people withdisabilities
The Starter-Center and One-Stop-Shop allow simplified businessregistration. A specially developedtool supports the registration withthe chamber and all other relevantpublic authorities and social securityinstitutions.
Athena is a network of theMunicipality of Athens that providesinformation and services to peoplethrough seven Citizens ServiceCentres (CSC – face to faceservices), one Immigrants ServiceCenter (ISC) and one Call Center,connected by a database.
83
CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
e-Trikala, the First Digital City inGreece: The implementationmodel for Municipal Area e-Government environmentse-TrikalaMunicipality of Trikala, Greecewww.e-trikala.gr
The Holy Metropolis of Lerospresentation of HistoricalArchivesHMOLHoly Metropolis of Leros
HUNGARY
Citizen GatewayCGElectronic Government Centre ofthe Prime Minister’s Officewww.magyarorszag.hu/parbeszed
eGAMES – eGovernmentassessment, measuring andevaluation systemeGAMESElectronic Government Centre ofthe Prime Minister’s Officewww.magyarorszag.hu/parbeszed
Internet based publicadministration service-providersystemXR SystemMinistry of Interior Central DataProcessing, Registration andElection Officewww.magyarorszag.hu
ICELAND
My Gardabaer, an integratedcitizen portal and municipalcase management systemMy GardabaerGardabaer Municipalityminn.gardabaer.is
Leo Anthopoulos+30 - (0)6932 - [email protected]
George Chryssoulis+30 - (0)22470 - [email protected]
Zsolt Fábos+36 - (0)1 - 441 - [email protected]
Zsolt Fábos+36 - (0)1 - 441 - [email protected]
Dr. László Erdélyi+36 - (0)1 - 299 - [email protected]
Gudfinna B. Kristjánsdóttir+354 - (0)5 - 25 [email protected]
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The Digital City offers a global virtualenvironment for public transactionsand achieves the self-maturation oflocal communities regardinginformation and communicationtechnologies.
This is the electronic registration,classification and preservation ofthe Archive of the Holy Metropolisof Leros, which includes births,christenings, weddings, divorces,burials etc. from the year 1800 untiltoday.
The Citizen Gateway operated bythe Government of Hungaryprovides entry for and ensuresidentification of citizens. The systemenables citizens to establish secureconnections with organisationsperforming e-business transactionswith and for citizens.
The effects and imp acts of e-government actions and solutionsare very difficult to measure. Thatis in essence why eGames, aspecial dialogue panel, was createdto let citizens evaluate eGovern-ment programmes in Hungary.
XR makes it possible for thecustomers and clerks managing theadministrative procedures at theauthority, to communicate with eachother in an interactive way byelectronic means. The logistic-supporting interface allowscustomers to book an appointment(date and time) at the documentoffices connected to the V irtualCustomer Service Desk.
With this solution the citizens ofGardabaer can access a one-stopportal for all their dealings with themunicipality offices, where they canrequest information and servicesand get access to a completehistory of the handling and status oftheir case within the municipality.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Open access fiber network toevery household and building inSeltjarnarnesFTTH-SeltjarnarnesThe town of Seltjarnarneswww.seltjarnarnes.is
The Web Cargo SecuritySystem of the Directorate ofCustoms in ReykjavikThe Web Cargo SecuritySystemTollstjórinn i Reykjavíkhttps://vefafgreidsla.tollur.is/farmvernd
IRELAND
DAFM – Department ofAgriculture and Food MobileDAFMDepartment of Agriculture andFood Irelandwww.agriculture.gov.ie
eCabinet Project of theGovernment of IrelandeCabinet ProjectDepartment of the Taoiseach(Prime Minister)www.taoiseach.gov.ie
Meath County Council –Communities Online TogetherInitiativeCOTMeath County Councilwww.meath.ie/community/websites.html
Mobhaile – Extending the use ofInformation andCommunication TechnologiesMobhaileLocal Government ComputerServices Boardwww.mobhaile.iewww.lgcsb.ie
Oskar J. Sandholt on behalf of thetown mayor, JonmundurGudmarsson+354 - 5959 - [email protected]
Karl F. Gardarsson+354 - (0)1 - [email protected]
Declan O’ Riordan+353 - (0)1 - [email protected]
Gary Davis+353 - (0)1 - [email protected]
Michelle Galvin+353 - (0)46 - [email protected]
Tim Willoughby+353 - (0)1 - [email protected]
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The town of Seltjarnarnes, incollaboration with Reykjavik Energy,is laying fibre optic cable andinstalling a services network. Thiswill allow services accessible toboth computers and televisions.
Information on cargo securityregarding export by vessels is keptin this centralised database. Allparties, both from the administrationand the private sector, responsiblefor cargo security have access tothe Web Cargo Security System,where all necessary tasks can becompleted and useful informationbe found.
This is a mobile system of deliveringa solution which eliminates theinefficiencies of current processes,while not inconveniencing theofficers who currently carry outthese essential tasks.
eCabinet is an Irish Governmentinitiative instigated by the Taoiseach(Prime Minister) and developed byhis Department in co-operation withall Government departments. Itmodernises and transforms the waythe Irish Government (Cabinet)consultation and decision-makingprocess operates.
The objective of CommunitiesOnline Together is to build andenhance community structuresthrough the provision of ICTassisted facilities that both augmentand enhance existing communi-cation channels of community andvoluntary groups or organisations.
Mobhaile is an interactive servicedeveloped by the Irish LocalGovernment Computer ServicesBoard to extend the use ofinformation and communicationtechnologies to all sectors of society.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Revenue On-Line Service inIrelandROSRevenue Commissioners, Irelandwww.revenue.ie
Single Payment Scheme ProjectSPSDepartment of Agriculture andFoodwww.agriculture.gov.ie
The National eLearning Projectin IrelandThe Online Learning CentreHSE North Western Boardwww.tohm.ie/learningcentre
The Public Services BrokerPSB.ieReachwww.reach.ie
ITALY
Ability Passport of RegionePiemonte – A regional servicenetwork for disabled citizensPABIRegione Piemonte – Direzione29.4 – Assistenza extraospedalierawww.regione.piemonte.it
Artificial Neural Network andExpert System with a supportinformation device for clinical-diagnostic management ofpatients with carcinoma breastA.N.N.E.S-B.C.Local Sanitary Agency Naples 3www.aslnapoli3.it
Margaret Whelan+353 - (0)1 - [email protected]
Maurice Nolan+353 - (0)1 - 6072000 - [email protected]
Pat Kenny+353 - (0)87 - [email protected]
Ger Coughlan+353 - (0)1 - [email protected]
Michele Oberto Tarena+39 - (0)11 - 432 - 1523michele.obertot [email protected]
Attilio Bianchi+39 - (0)81 - [email protected]
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The Revenue Online Service (ROS)is an internet-based eGovernmentservice facility which provides Irishbusiness with a free, secure,confidential, and easy-to-use facilityto conduct their revenue relatedtransactions 24 hours a day 365days of the year.
The introduction of the SinglePayment Scheme (SPS) radicallychanges the basis on whichpayments are made to farmers byde-coupling p ayment andproduction for over 13 schemes andconsolidates a range of scheme-based payments into one singlepayment.
The National eLearning Projectprovides an online training facility forall Health Care st af f, frommanagement to administrativesupport and clinical disciplines. Itmakes available a range of onlinelearning support tools in addition to25 eLearning training courses.
Ireland’s Framework for Trans-forming Delivery of Public Services,PSB, is an integrated set ofstandards, shared services, andcapabilities designed for trans-forming the delivery of services tothe public and including a singlemechanism for access to publicservices.
PABI is a network system to simplifythe access of disabled people to allservices offered in the Piemonteregion. The Ability Passport hascreated a central digital repositoryof the disability certifications inPiemonte.
The objective of the project is todevelop methodologies and algo-rithms for a system that uses Arti-ficial Neural Networking to improvethe interpretation of mammography,and to create a software that servesthe diagnostic integration forphysicians.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
ASP-Protocol and DocumentManagement SystemProtocolloASPCNIPAwww.cnipa.gov.it
AtoB Piemonte – Onlineservices for businessesAtoB PiemonteProvincia di Torinowww.provincia.torino.it/e_gov/documenti/atob.htm
AtoC – Comune facileAtoCCittà di Torinowww.comunefacile.it
Borsa Lavoro del Piemonte(Piedmont Labour Exchange)BLP/PLERegione Piemonte – DirezioneRegionale FormazioneProfessionale – Lavorowww.borsalavorodelpiemonte.it
Borsa Lavoro Lombardia:Delivering integrated servicesto citizens, business andenterprisesBLLAgenzia Regionale per il Lavoro –Regione Lombardiawww.borsalavorolombardia.net
Business ProcessReengineering AdozioniInternazionali – Modello SiciliaBPR AI MSRegione Sicilia – Assessoratodella famiglia, delle politichesociali e delle autonomie localiwww.modellosicilia.org
Ing. Rosanna Alterisio+39 - (0)6 - 85264 - [email protected]
Roberto Grillanda+39 - (0)11 - 861 - [email protected]
Sandro Golzio+39 - (0)11 - 442 - [email protected]
Mario Scollo+39 - (0)11 - 432 - [email protected]
Luca Zoller+39 - (0)2 - 66743 - [email protected]
Andrea Bertani+39 - (0)349 - [email protected]
●●●●●
This system does the IT manage-ment of the document life-cycle andan optical based data storage. It isa service provided to publicadministrations for a monthly feethat helps to reduce paper baseddocuments and documentmanagement.
The AtoB Piemonte project is theeGovernment scheme put forwardby the eight provinces in thePiedmont region in order to developservices addressed to the businessworld.
Comune facile has created aninnovative web-based system formanaging the rights and duties ofcitizens: from auto-certification topaying taxes and fines, frombuilding permits to useful localinformation such as groundconditions and the traffic situation.
This is a virtual meeting placewhich, in close connection withlocal, regional and national bodies,guarantees the linking up of a vastnetwork of employment centreservice operators for citizenslooking for a job.
BLL is an integrated-access systemproviding employment, training andeducation services. It aims to createa transparent and seamlessservices model addressing citizensand companies, accessible overdifferent channels (a web site, a callcentre, an interactive TV service)and linking up public admini-strations acting in the labour marketat different levels.
BPR AI MS realises the operativeintegration of Juvenile Courts,Social Services of Local Institutions,Health Agencies at the local andregional level through the use ofworkflow management modules.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Carta-IN: A credit card for e-learningCarta-INRegione Campaniawww.cartain.regione.campania.it
Central Booking Unit (CentroUnitario di Prenotazione)CBU (CUP)Revenue Agencywww.agenziaentrate.gov.it
Contact Center of the LandAgency (Agenzia del Territorio)CCLALand Agencywww.agenziaterritorio.gov.it/servizi/variazionicatasto/index.htm
Digital Signature of the Decreesissued by the President of theAutonomous Region of FriuliVenezia Giulia (Italy)Digital Decrees FVGRegione autonoma Friuli VeneziaGiuliawww.regione.fvg.it/welcome.asp
Document Capture for the TaxLitigation ProcessDoCaTaLiPMinistry of Economy and Finance– Department of Fiscal Policywww.finanze.gov.it
eAutoliquidazione: onlineservices and offline productsfor self-payment of insurancepremiumseAutoliquidazioneINAILservizi.inail.it
e-cremona.it, online publicservices for e-participation ande-governmente-cremona.itNetPeoplewww.e-cremona.it
Maria Adinolfi+39 - (0)81 - [email protected]
Paola Di Napoli+39 - (0)6 - 5054 - [email protected]
Luca Montobbio+39 - (0)6 - 47775 - [email protected]
Carlo Martone+39 - (0)40- 377 - [email protected]
Stefania Pompili+39 - (0)6 - 5026 - [email protected]
Dr. Piero Giorgini+39 - (0)6 - 5487 - [email protected]
Diego Sossi+39 - (0)372 - [email protected]
★★★★★●●●●●
●●●●●
This is project focused on Internetand communication technologydiffusion, which aims at improvingquality in eLearning, acquiring ICTand language skills to reduce therisk of unemployment.
This appointment booking systemfor all local offices allows tax-payerswho have to make personal visit sto the offices to book an appoint-ment with a tax officer, thus avoidingfrustrating waits in queues at officecounters.
Anyone who notes errors related tothe cadastral description of their realestate, or Cartography and PublicReal Estate Registers can directlyforward a request via Internet tochange such data through the LandAgency‘s Contact Centre.
Digit al Decrees FVG aims atreplacing official paper documentswith digital documents that have fulllegal value. This solution eliminatesthe space and time barriershindering the circulation ofadministrative documents within acomplex, scattered organisation.
This project has eliminated the needfor back office staff to carry outrevisions or to search for missingtax information. Tax payers nolonger have to spend hours queuingand get an immediate receipt withan official registration number overthe web.
This programme makes it easier foremployers to pay premiums for theiremployees. It has simplified thesystem of self-p ayment for usersand INAIL through an onlineprocedure.
e-cremona.it is a public “vortal”(vertical port al) developed toincrease the dif fusion ofcommunication technologies, andto promote eParticip ation andeGovernment services to all thecitizens of the territory.
88
CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
eProcurementE-ProcRegione Piemonte – DirezioneOrganizzazione, Pianificazione,Sviluppo e Gestione delle RisorseUmanewww.regione.piemonte.itwww.acquistisistemapiemonte.it
European regions UNDER waytowards STANDard indicatorsfor benchmarking informationsocietyUNDERSTANDRegione Emilia-Romagnawww.understand-eu.net
Forum QCS – The portal of theMonitoring Committee in ItalyQCSMinistero Economia e FinanzeServizio Fondi StrutturaliComunitariqcs.tesoro.it
Fully Automated LogicalSystem Against Forgery &Fraud in the Italian CustomsInformation System AIDAFALSTAFFItalian Customs Agencywww.agenziadogane.gov.it/italiano/falstaff/index.htm
Implementation of onlineservices for farmsAgriserviziRegione Emilia-Romagna – Dept.of Agriculture RegionalInformation Systemswww.ermesagricoltura.it/wcm/ermesagricoltura/sportello_agricolo/sportello_agricolo.htm
Italian Informative AgriculturalSystem: the GeographicInformation System of AGEASIANAGEAwww.agea.gov.it
Sergio Crescimanno+39 - (0)11 - 432 - [email protected]
Chiara Mancini+39 - (0)51 - 639 - [email protected]
Dr.ssa Paola De Cesare+39 - (0)6 - 4761 - [email protected]
Teresa Alvaro+39 - (0)6 - 5024 - [email protected]
Sergio Frabetti+39 - (0)51 - [email protected]
Maurizio Piomponi+39 - (0)6 - [email protected]
★★★★★ ●●●●●
★★★★★ ●●●●●
The eProcurement project is gearedto optimising expenditure byreducing costs and using simpler,more rapid and transparentprocedures, improving communi-cations between Public Admini-stration and the business world (inparticular SMEs), and generating afair market for SMEs as well asexpanding supplier markets.
UNDERSTAND is a benchmarkinginitiative where regions definecommon indicators and carry outdata collection for benchmarking.The areas of interest includecitizens, firms, e-government,broadband supply.
Forum QCS is a portal designed toenable users to find, share andpublish information within businessdepartments and throughout entirebusinesses. The portal was createdas a structural funds service toenable more efficient organisationof information.
FALSTAFF implement s aninformation system for the fightagainst counterfeiting in the ItalianCustoms Information System(AIDA). The project involves theautomation of over 400 customsoffices throughout Italy, involving9.000 internal users and 15.000external users.
Agriservizi will implement ICTservices and a unique registry forfarms to allow them to presentrequests directly online to local,regional and national publicadministrations.
SIAN is the single, integratedinformation system in use by theItalian Ministry of Agriculture. Itincludes services for fisheries,agrometeo, and food safety, helpsfarmers request aid and payments,supports the Forestry Service andenables GIS land management andcrop controls.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Italian National Business PortalINBPCNIPAwww.impresa.gov.it
LEPIDA: The broadband privatenetwork of the Emilia-RomagnaPublic AdministrationLEPIDARegione Emilia-Romagnawww.regionedigitale.net/wcm/erdigitale/infrastrutture/banda_larga.htm
Liguriainformasalute – Liguriainforms on healthcareLISRegione Liguria – Assessoratoalla Salute – Dipartimento Salutee Servizi Socialiwww.liguriainformasalute.it
Network of RegionalCompetence Centres foreGovernment and theInformation SocietyRCCsCNIPA (National Center for IT inPublic Administration)www.cnipa.it
ODIS – The Italian “Man ofhealth”-ProjectODISComune di Lignano Sabbiadorowww.lignano.org
Online Customs and ExciseService – Self-RegistrationRequestOCESItalian Customs Agencywww.agenziadogane.gov.it/italiano/dcagp/istruzionischeda/std.htm
Elvira Filiaggi+39 - (0)6 - 8526 - [email protected]
Gaudenzio Garavini+39 - (0)51 - 639 - [email protected]
Domenico Francesco Crupi+39 - (0)10 - [email protected]
Roberto Pizzicannella+39 - (0)6 - [email protected]
Dott. Silvano Delzotto+39 - (0)431 - [email protected]
Teresa Alvaro+39 - (0)6 - 5024 - [email protected]
●●●●●
★★★★★●●●●●
This service consists of theelectronic online compilation of thesickness certificates of workers bythe family doctors and their directsubmission to INPS (NationalSocial Security Institute). It alsomakes possible the creation of alarge historical dat a bank onepidemiology, which will beavailable to the medical communityand other interested institutions.
The investment for LEPIDA isshared by the public administrationand private companies which makeuse of part of the infrastructure toprovide broadband connectivityservices to the private market.
LIS is a healthcare port al and anaccess gate to institutional andspecific content and services of-fered by both the Regional Authorityand all healthcare providers withinthe regional territory.
The RCCs are units established bya joint initiative by the Ministry ofInnovation and Technology and theRegions, active all over It aly toenable eGovernment innovationthrough training, information andtechnical assistance.
ODIS allows older tourists in thispopular holiday destination to stayconnected with doctors at home (incase a minor problem arises).Tourists can receive a check-up ofvital parameters (ECG, S pO2,Temperature) that can be seen froma distance in real time by thetourist’s doctor.
The online customs and exciseservice allows various types ofdeclaration forms to be sent directto the Customs Agency, as analternative to sending p aperdocuments or back-up discs.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Online Filing of the Cadastre’sSingle Declaration FormDocfa online serviceLand Agencysister.agenziaterritorio.it
Online registration of rent andleasing contractsRRLCRevenue Agencywww.agenziaentrate.gov.it
Over 60 WebWoisComune di Torinowww.comune.torino.it/internet_60
Punto di Contatto INPSINPS – Contact PointINPSwww.inps.it
Regional Integrated HealthServices for the Continuity ofMedical TreatmentSISRCRAgenzia Regionale della Sanitàwww.sanita.fvg.it
Regional plan of the activationof an information andcommunication system for thelocal administrationsSISCoTELRegione Lombardiawww.ors.regione.lombardia.it
Regione Campania Portal forCitizens and Civil ServantsRegione Campania PortalRegione Campaniawww.regione.campania.it
Angela Isidoro+39 - (0)6 - 47775 - [email protected]
Paola Di Napoli+39 - (0)6 - 5054 - [email protected]
Alessandro Battaglino+39 - (0)11 - 442 - 3088alessandro.batt [email protected]
Daniela Romano+39 - (0)6 - 5905 - [email protected]
Gianni Maglione+39 - (0)432 - [email protected]
Alberto Bernini+39 - (0)2 - 6765 - [email protected]
Maria Adinolfi+39 - (0)81 - [email protected]
★★★★★ ●●●●●
★★★★★ ●●●●●
The service enables the online filingor updating of proposals pertainingto buildings, including declarationsabout newly constructed buildingsand changes to existing ones. TheLand Agency has simplified accessto and availability of servicesthrough this project.
RRLC has been designed to allowthe online registration of rent andleasing contracts, the use of onlineprocedures to carry out other tasksto be fulfilled after registering thecontract, as well as the onlineregistration of Land rental contracts.
The project aims to train about onethousand citizens aged 60 or overwho are residents in Turin on howto use the Internet in order to accessservices for citizens, to surf the weband to use email.
The “Punto di Contatto INPS” is apoint for supplying INPS services.The goal was to extend INPS front-office and to maximise the utilisationof e-services.
The objective of the SISRCR(Regional Integrated HealthServices for the Continuity ofMedical Treatment) is creating anintegrated system for the HealthAgency and the Health ServiceAuthorities of the Region Friuli-Venezia Giulia.
SISCoTEL meets the needs ofpublic administrations to guaranteebetter services, greater participationof citizens in public choice and anequal and widespread system thateliminates every “digital divide” inonline service in all regionalterritories.
The Portal connect s the city’speople with information toencourage participation in theregion’s life; affordable accessstrategies to address the “digitaldivide” and further work on thetelecommunications infrastructureare provided.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Senso@lternato – Aninteractive Council Bill systemSenso@lternatoRegione Umbria – Consiglioregionalewww.crumbria.it
Sickness certificates on-lineand creation of anepidemiological datawarehouseCelineINPS – National Social SecurityInstitutewww.inps.it
SIGLA: a flexible, portable andreusable ERP system forResearch ManagementSIGLAConsiglio Nazionale delleRicerche (Italian NationalResearch Council)www.cnr.it
SIL – Sardinia: Virtual LabourMarket for citizens andbusinessesSIL – SardiniaRegione Aut. della Sardegna –Assessorato Lavoro, formazioneprofessionale, cooperazione esicurezza soc.www.sil-sardegna.it
Single Regional Centre forHealth Services BookingRECUPLaziomatica S.p.A.www.laziomatica.it
System for the online request ofgoods and servicesSABSPresidenza del Consiglio deiMinistriwww.governo.it
Franco Todini+39 - (0)75 - [email protected]
Marco Zanotelli+39 - (0)6 - 5905 - [email protected]
Maurizio Lancia+39 - (0)6 - 4993 - [email protected]
Roberto Neroni+39 - (0)70 - [email protected]
Alessandra Poggiani+39 - (0)6 - [email protected]
Salvatore Tucci+39 - (0)6 - 6779 - [email protected]
●●●●● “Senso@lternato” (meaning: twoways) is an interactive system thatpermits every citizen to be informedby e-mail about Council bills andoffers. Citizens have the possibilityto pass comment s or makeproposals directly to theCommissions that follow the billsonline.
This service consists of theelectronic online compilation ofsickness certificates of workers byfamily doctors and their directsubmission to INPS (NationalSocial Security Institute). It alsoenables the creation of a largehistorical dat a bank on epi-demiology, which will be availableto the medical community and otherinterested institutions.
SIGLA is the integrated planningand financial accounting systemdeveloped by the Italian NationalResearch Council to support thefinancial resource managementprocess, from guideline andobjective definition, to budgetproduction and result verification.
SIL – Sardinia integrates public andprivate players within the locallabour market and provides power-ful and intuitive tools to manage thematching of job supply and demandand to turn time-consuming backof fice activities into electronicinformation flows.
This project enables the continuityof care to patient s through themutual availability and sharing ofinformation provided by generalpractitioners (GPs), hospitals andambulatory specialists and by thevarious health care structuresacross the regional territory.
SABS is a system for the requestsubmission and delivery tracking ofgoods and services. The systemcollects the request s made by usersand forwards them to the operator.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Telemedicine – ElectronicSignature in Care Activities forPaper EliminationTeleMed-ESCAPETreviso Health Care Unit ULSS9www.progettiescape.it
The Centre for Economic andFiscal Research andDocumentation joins theInstitute of Economics andFinance: an integrated solutionCeRDEF & SSEFCeRDEFwww.cerdef.it
The e-government systemCittadino+Cittadino+Comune di Francavilla al marewww.comune.francavilla.ch.it
The Marche Region documentflow management projectFDRMRegione Marche – ServizioInformatica (Marche RegionGovernment Authority –Informatics Service)fdrm.marche.it
The role of telework insupporting the Cadastralupdating systemItalian Land Agency’s databaseThe Italian Land Agency/Agenziadel Territoriowww.agenziaterritorio.it
Web access within theProcesso Civile Telematico (OnLine Civil Trial)PCTwebAccessMinistero della Giustizia (ItalianMinistry of Justice)www.processotelematico.giustizia.it
Roberto Rigoli/ Claudio Dario+39 - (0)422 - 32 - [email protected]
Giulia Ferrari+39 - (0)6 - 5801 - [email protected]
Cinzia Rossi+39 - (0)85 - 4920 - [email protected]
Lucio Forastieri+39 - (0)71 - 806 - [email protected]
Augusto Piferi+39 - (0)6 - 47775 - [email protected]
Giulio Borsari+39 - (0)51 - [email protected]
The purpose of TeleMed ESCAPEis to eliminate the use of printeddocuments within the Health CareUnit. The project has developed acompletely digital system to sign,transmit, extract/ deliver and storeclinical documents, preserving theprivacy and the security ofhealthcare data.
This is an integrated environmentwhich processes and storesinformation, research and educationmaterials in all aspects of economicand fiscal matters. This site allowspublic administration personnel, taxprofessionals and private citizensalike to access, dialogue with andcross link to all the economic andfiscal information data bases andservices.
Cittadino+ provides the local PublicAdministration with tools able tosupply online services to citizens,enterprises, and other publicadministrations. It has enabled themunicipalities in the region to betterserve the more advanced require-ments of their clients.
The FDRM aims at realising asystem enabling every local publicadministration in the region to adopta shared system of IT protocol andmanagement of document flows inaccordance with the national e-government strategy.
This telework initiative of the ItalianLand Agency reorganises currentinformation, eliminates paper back-logs, aligns information and thedigitisation of real estate deeds, andretrieves missing Cadastral data.
PCTWeb access is an infrastructurefor two-way data and documentinterchange and interoperabilitybetween external and internal usersof the civil justice through a high-security PKI architecture usingstate-of-the-art technical standards.
93
CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Web Site of the CartographicCentre of the Calabria RegionCCR Web SiteRegione Calabria SistemiInformativi e Societàdell’Informazione – CentroCartograficowww.regione.calabria.it
LITHUANIA
Information system of theLithuanian membership in theEuropean UnionLINESISOffice of the Prime Ministerwww.linesis.lt
Siauliai Region InformationSystemAVA ISSiauliai County Administrationwww.siauliai.aps.lt
The Electronic Tax DeclarationProject in Lithuania: ASuccessful Beginning ofInteractive and Intelligent e-ServicesEDSState Tax Inspectorate under theMinistry of Finance of the Republicof Lithuaniawww.vmi.lt
MALTA
A new website for the NationalStatistics Office in MaltaNSO websiteMinistry for Investment, Industry &Information Technologywww.nso.gov.mt
Dott. Tonino Caracciolo+39 - (0)968 - [email protected]
Edmundas Kazakevicius+370 - (0)5 - 2663 [email protected]
Jonas Beresnevicius+370 - (0)41 - [email protected]
Eidris Karevicius+370 - (0)5 - [email protected]
Claudio Grech+356 - [email protected]
This website enables people in localand central government to useinnovative methods and tools usefulfor the geographical informationcollection and analysis andmanagement of topographic databases.
This project allows to present thecoordinated and unanimousposition of Lithuania in the EUinstitutions by allowing policymakers to share information andcommunicate easily.
The project has developed andimplemented a modern regionalinformation system that providescentralised eServices to the SiauliaiCounty Administration and theregion’ s municipalities. It alsomakes managing information on theregional website more convenientand operative, and enablesmultilingual information andinteractivity.
EDS allows tax declarations also tobe filled in by hand, preventing thedigital divide and maintaining a highlevel of integrity.
The project consists of the design,development and implementation ofan eGovernment service website forthe National Statistics Office. NSOuses the website to collect data fromthe public for the completion ofvarious surveys and to disseminatedata to the public.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Malta’s Electronic Identitye-IDMinistry for Investment, Industry &Information Technologywww.gov.mt
Online vehicle licence renewaleVERAMinistry for Investment, Industry &Information Technologywww.licenzji-vetturi.gov.mt
Passports onlineePassportsMinistry for Investment, Industry &Information Technologywww.passports.gov.mt
NORWAY
Public eProcurement in Norwayehandel.noMinistry of Modernisation –eProcurement Secretariatwww.ehandel.no
The Digital Film ArchiveFilmarkivet.noThe Norwegian Film Institutewww.filmarkivet.no
The Norwegian TaxAdministration – The e-ServiceInnovatorEr@Skattedirektoratet (TheDirectorate of Taxes)www.skatteetaten.no/Templates/Emne.aspx?id=7429
Claudio Grech+356 - [email protected]
Michael Gonzi+356 - (0)21 - [email protected]
Claudio Grech+356 - [email protected]
André Hoddevik+47 - 22 - [email protected]
Ole A. Werring+47 - 91 - [email protected]
Karl Olav Wroldsen+47 - 22 - [email protected]
★★★★★ ●●●●●
★★★★★ ●●●●●
●●●●●
The Government of Malta hasintroduced an e-ID system thatallows every Maltese citizen andbusiness to have personalised andsecure access to data and onlinegovernment services after havingregistered and authenticatedthemselves.
eVERA is a web applicationdeveloped for the Malta TransportAuthority (ADT), providing citizenswith the facility to renew their vehicleroad licences online, pay any out-standing contraventions, upgradethe road licence to a Valletta licenceand check their next VehicleRoadworthiness Test (VRT).
The ePassports website providesthe facility for Maltese citizensabove the age of eighteen to applyfor a passport and pay for it online.The system uses an electronicidentity mechanism and thusguarantees security, confidentiality,authenticity and integrity of databeing exchanged.
This is a fully operational tool forelectronic public procurement. Theelectronic Marketplace is operatedby a private e-procurement serviceprovider, IBX AS. The main goal ofthe initiative has been to lower thethreshold for taking e-procurementin use, both for public sector entitiesand their suppliers.
Filmarkivet.no is a Video onDemand service for PC and IPTV.The service provides more than 200Norwegian feature films, short films,documentaries, old commercialsand films of historical interest. Thereare also films for educationalpurposes and international films.
In cooperation with three leadinggovernment agencies, theNorwegian Tax Administration hasdeveloped a new internet portal tocommunicate with businesses andcitizens with a common look-and-feel.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
POLAND
Building up eGovernmentreadiness in Polish CustomseReadiness of Polish CustomsMinistry of Finance, CustomsPolicy Departmentwww.mofnet.gov.pl/sluzba_celna
Complex Computer System(KSI) for the Social InsuranceInstitution (ZUS) in PolandKSI ZUSSocial Insurance Institutionwww.zus.pl
eSlupsk Project: Acceleratedlocal economic and socialdevelopment through access tobroadband for the Polish city ofSlupskeSlupskSlupsk City Councilwww.slupsk.pl
European Document ExchangeSystem – PolandEWD-POffice of the Committee forEuropean Integrationhttps://ewdp.ukie.gov.pl/ewdpprod/welcome.do
National Bank of PolandEconomic Education PortalNBPortalNational Bank of Polandwww.nbportal.pl
The “Virtual Capital” WarsaweGovernment PortalCity of Warsawwww.um.warszawa.pl
Anna Dubielak+48 -(0)22 - [email protected]
Aleksandra Wiktorow+48 - (0)22 - [email protected]
Andrzej Kaczmarczyk+48 - (0)59 - [email protected]
Tomasz Nowakowski+48 - (0)22 - [email protected]
Economic Education PortalNBPortal.pl+48 - (0)22 - 653 - 28 - [email protected]
Dariusz Nowak-Nova+48 - (0)22 - [email protected]
★★★★★●●●●●
★★★★★●●●●●
●●●●●
The information system was builtwith a focus on overall cost andquality of customs dat a whileensuring maximum dat a security.Polish Customs became aneGovernment leader in Polandsuccessfully implementing openst andards for real businessactivities with millions of operations.
KSI ZUS allows to settle over €30bn in accounts of approximately 20m insured persons. ZUS, as the firstpublic institution in Poland, made itpossible for the payers to use thepublic key infrastructure and submittheir documents by e-mail.
The project demonstrates howinvestment in broadband connect-ivity can overcome economic diffi-culties locally. It works to signi-ficantly improve the quality ofeducation, allow fast access toinformation, facilitate access topublic services, improve localbusinesses’ access to the marketand promote the City of Slupsk.
The system EWD–P communicatesofficial Polish positions towards draftEU legislation, strategic papers,programmes, etc. includingpositions for working groups andCouncil meetings. It wasimplemented to provide a centralrepository of electronic records ofPolish government positions.
Using up-to date eLearningtechnology, the portal provides bestpossible and reliable educationalcontent in the areas of generaleconomics, applied economics andEuropean integration. The threegeneral target groups are: student s,teachers and academics, allcitizens.
The Virtual Capital is a modern,interactive portal, providing theWarsaw citizens with the servicesof similar quality to those providedby the private sector.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
The Regional E-AdministrationSystem Malopolska Gatewaye-ASMGMarshal’s Office of the MalopolskaRegionwww.malopolska.pl
PORTUGAL
Electronic University, VirtualCampuse-UUMIC – Information andKnowledge Society Agencywww.e-u.pt
e-Procurement Pilot-ProjectsPilot-ProjectsUMIC – Agência para aSociedade do Conhecimentowww.compras.gov.pt/Compras/Menu/Projectos/Administracao_Central
European Social FundIntegrated Information SystemESFIISInstitute for the Management ofthe European Social Fund(IMESF)siifse.igfse.pt
Portuguese Citizen PortalCitizen PortalKnowledge Society Agency(UMIC)www.portaldocidadao.pt
SGIQ – Quality Administrationand Information System of theTown Hall of Porto Moniz(CMPM)SGIQTown Hall (Municipio de PortoMoniz)www.cm-portomoniz.pt
S³awomir Kopec+48 - (0)12 - 6303 - [email protected]
João Castro+351 - (0)21 - 3918400 - [email protected]
Nuno Santos+351 - (0)21 - 39184 - [email protected]
Luis Matos Costa+351 - (0)21 - [email protected]
Matilde Cardoso+35 - (0)1 - 213 918 [email protected]
Municipio de Porto Moniz+351 - (0)291 - [email protected]
The Regional E-AdministrationSystem provides access to thevirtual document transfer systemalong with the electronic signatureinfrastructure which can beintegrated with local documentcirculation systems. This allowsadministrative tasks to be doneonline by citizens and businesses.
e-U creates wireless academicnetworks, provides relevant contentand services to students andteachers and prompts computerand internet usage. The initiativerevolves around wireless networks,laptop diffusion, and onlineacademic contents and services.
Pilot-projects for electronic publicpurchasing will modernise publicpurchasing – including organisationrationalisation, procedures de-bureaucratisation and differentiatedpublic purchasing policy definitionsby categories of goods & services.
ESFIIS is an integrated informationsystem set up to deliver solidmonitoring and control mech-anisms, provide physical and fin-ancial performance indicators andaid in decision reports. It facilitatesaccess to the system by bene-ficiaries, diminishes bureaucracy,speeds up management andprevents repetition.
The portal allows the citizens andenterprises to fulfil their obligationsand the use of their rights, in asimplified and convenient mannerthrough easy, organised access toinformation. The Citizen Portaldisplays 760 online public servicesfrom 120 Public Agencies in a multi-channel structure.
SGIQ is a documental admini-stration system based on back-office reorganisation and anadapted workflow to improve theadministration, confidence andtransparency of processes throughQuality Administration.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
The Public EmploymentMarketplaceBEPDirecção-Geral da AdministraçãoPúblicawww.bep.gov.pt
ROMANIA
AeL – An integrated solution forcontent management andcomputer assisted trainingAeLMinistry of Education andResearchportal-edu.ro
Extended Electronic System forPublic AcquisitionsSEAPGeneral Inspectorate forCommunications and InformationTechnologywww.e-licitatie.ro
Multimodal Network System –System for containerized freightmanagement in multimodaltransportMNSICI – National Institute forResearch and Development inInformaticswww.district1.ro//MNS
National Electronic System ande-government portalSENIGCTIwww.e-guvernare.ro
Dr.ª Maria Ermelinda Carrachás+351 - (0)21 - [email protected]
Paloma Cecilia Petrescu+40 - (0)21 - [email protected]
Bogdan Furnica+90 - (0)21 - [email protected]
Gabriela Rodica Hrin, PhD Eng.Math.+40 - (0)21 - 2240736 - [email protected]
Adrian Balmes+40 - (0)21 - [email protected]
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The Public Employment Market-place portal and database enablescivil servants to request a changeof function or location, their profilesbeing matched with job openingsfrom across government. It is alsoaccessible to the public forgovernment jobs open to externalcompetition.
AEL is an integrated learning andcontent management systemdeveloped by SIVECO Romania SAaimed to support professors/ tutors,students, content editors, admini-strative staff and other st akeholdersin the learning process.
The Electronic System for PublicAcquisitions is an eGovernmentproject initiated by the RomanianGovernment within the EuropeaneGovernment framework. It repre-sents an information technologyinfrastructure which enablesRomanian public institutions toprocure goods and services througha web-based front end.
MNS is a modern, integrated,interactive and intelligent systemdedicated to the provision ofelectronic services for multimodaltransport of containerised goods atthe European level and to themonitoring of the container positionsand integrity.
SEN is a unique access point forcitizens and companies to electronicservices provided by the RomanianGovernment. The infrastructureof fers an open communicationst andard, a unique routing systemfor any type of document andincludes a new portal foradministrative forms.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
SIVADOC: documentmanagement and collaborationplatformSIVADOCBucharest Municipalitywww.siveco.ro
SLOVENIA
E-employment on the e-government portal of theRepublic of SloveniaE-employmentMinistry of Public Administration ofthe Republic of Sloveniae-uprava.gov.si
Electronic submission ofannual reports of businessentitiesAnnual reportsAgency of the Republic ofSlovenia for Public Legal Recordsand Related Serviceswww.ajpes.si
e-servingCISMinistry of Public Administrationmju.gov.si
e-VEM: one stop shop and StatePortal for businessese-VEMMinistry of public administrationevem.gov.si
Implementation of the IntrastatInformation System in SloveniaIntrastat SloveniaStatistical Office of the Republic ofSloveniaintrastat-surs.gov.si
Information System for Centresof Social WorkISCSW/ISCSDMinistry of Labour, Family andSocial Affairswww.gov.si/mddsz
Ioana Raicu+40 - (0)21- 305 55 [email protected]
Maja Zupancic+386 - (0)1 - 478 [email protected]
Marjan Babic+386 - (0)1 - 4774 - [email protected]
Tatjana M. Zupan+386 - (0)1 - 478 - [email protected]
Teja Batagelj+386 - (0)1 - [email protected]
Frida Braunsberger+386 - (0)1 - [email protected]
Mirjana Kregar+386 - (0)1 - 478 - [email protected]
SIVADOC provides a commonplatform for connecting people,processes and information,irrespective of the organisation’sfield of activity, in order to speed upthe document circuit, improveinformation access and also protectagainst unauthorised access.
The eEmployment project collectsemployment offers and enablessearches in the database with thehelp of different communicationchannels (Internet, WAP). Thanksto advanced search options the usersearches not only within thisdatabase but also in databases ofall employment providers that haveaccess to the system.
This web service allows thesubmission of annual report data inelectronic form. The dat a areverified using mathematical andlogical controls at the time of entryso the users of the application caneliminate the errors as they goalong.
This eService gives citizens theopportunity to fully communicatewith the state from home throughmultiple channels.
e-VEM provides suitable inform-ation support to people who wantto found a business, enabling themto start business operations in theshortest time possible. Applicationscan be submitted through multipleentry points.
Information System Intrastatprovides the largest share of theincorporated providers of statisticalinformation that are liable to reportand for the smallest non-response.It has achieved a high level ofelectronic declaration of statistics.
This single CSW informationsystem has enabled the supervisionof the social centre system as awhole as well as its componentmodules, and it automatically flagsclaimants who are already in thesystem.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Real Estate Market RegisterSurveying and mapping authorityof the Republic of Sloveniaprostor.gov.si
eDavki (eTaxes)Ministry of Finance – TaxAdministrationeDavki.durs.si
SPAIN
Andalusian Living Will Register(Registro de Voluntades VitalesAnticipadas de Andalucía)RVA-ALWRConsejería de Saludwww.juntadeandalucia.es/salud
Application of the newinformation and communicationtechnologies to the trainingactivities in the SpanishGuardia CivilE-learning SystemMinistry of Home Affairs. GuardiaCivil (Direccion General de laGuardia Civil)www.guardiacivil.es
Bizkaibai – The tax processingsystem of the AutonomousCouncil of BiscayBizkaibaiDepartment of Finance (RegionalGovernment of Bizkaia)www.bizkaia.net
Bizkaimedia – the new digitalpress room promoted by theRegional Government of BiscayBizkaimediaGeneral Deputy Department of theRegional Government of Bizkaiabizkaimedia.bizkaia.net
Martin Smodiš+386 - (0)1 - 478 - [email protected]
Andja Komšo+386 - (0)1 - 478 - [email protected]
Enrique González Fernández+34 - (0)95 - [email protected]
Carlos Gomez Arruche+34 - (0)91 - 514 28 [email protected]
Jose Maria Iruarrizaga Artaraz+(34) - (0)94 - [email protected]
Koldo Mediavilla+34 - (0)94 - [email protected]
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This project enables real estateagencies to use the state inform-ation infrastructure for transactionsand enables the state to acquiredata required for decision-makingprocedures in prep aring differentstrategic policies.
The Slovenia eTax system is a com-plete business solution combininga web portal with back of ficeintegration and the highest level ofsecurity. New efficiencies werecreated for the Tax Administrationby speeding up the processing oftax returns, cutting down on paper,reducing errors due to data re-entryand improving employee pro-ductivity.
RVA-ALWR provides citizens withinformation regarding their right toset down in writing their living willand it enables doctors to consult thecontent of living wills through aunique and centralised registerlinked to the Electronic HealthRecord.
This eLearning system is designedto deliver a Human ResourcesManagement course on thecorporate network of the SpanishGuardia Civil.
This telematic tax processingsystem facilitates the citizen’ scompliance with the tax obligationsof the territory. It is a system that iseasy to use, secure and efficient. Alltax documentation models aremade available, free of charge, forthe taxpayer on the website of theCouncil of Biscay.
This project provides all citizens withthe daily information from theRegional Government through theInternet. This service is free ofcharge and aids total transparency.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Bizkaimove: Traffic informationthrough short messages tomobiles (SMS)BizkaimovePublic Works and TransportDepartment of the RegionalGovernment of Biscaybizkaimove.bizkaia.net
Electronic democracy andcitizen participation of theMadrid CouncileDCPMadrid Council – CitizensParticipation General Directionwww.munimadrid.es
Electronic elections andimplementation of digitalsignature in the guardia civilMinistry of Home Affairs, GuardiaCivil (Direccion General de laGuardia Civil)www.guardiacivil.es/firmadig/
European Association ofRegional ObservatoriesEAROFundecytwww.earo.net
Generalitat en Red:eGovernment in the ValencianRegionGENREDGeneralitat Valencianawww.tramita.gva.es/difusion/index.jsp
Implementation of a ElectronicBidder Registere-TENDERSNavarra Governmenthttps://licitadores.tracasa.es
Promoting civic attitudes inBarcelona through a customerservice request platformIRIS BCNAjuntament de Barcelonawww.bcn.es
Eusebio Melero Beascoechea+34 - (0)94 - [email protected]
Víctor García Segador+34 - (0)91 - [email protected]
Carlos Gomez Arruche+34 - (0)91 - [email protected]
Jorge Villar Guijarro+34 - (0)924 - 0146 - [email protected]
Carolina Marco Bellver+34 - (0)96 - [email protected]
Economy Department+34 - (0)848 - [email protected]
Jose Ramon Rodriguez+34 - (0)93 - [email protected]
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This programme aids rational caruse amongst citizens, placing attheir disposal, through SMSmessages, up-to-date informationabout traffic conditions on our roads,so that they can make an informeddecision whether or not to take thecar.
This electronic voting systemenables the possibilities offered byeDemocracy to be explored. Twoelectronic survey initiatives havetaken place and have been wellreceived by citizens, the press,technicians and politicians.
This eVoting system has enabledthe development of elections viaInternet. The development of acomputer application that supportedthe elections through the establish-ment of 250 voting centres with 550electronic polls and the distributionof the new professional ID cardswere also included in the pro-gramme.
E-PRIDE is a web-based holisticobservatory aiming at the creationof a network of regional observ-atories across Europe, using com-mon tools for data collection anddissemination.
This project interconnects 350administrative procedures makingup the interactive servicescatalogue from electronicpresentation of signed forms anddocuments to remote inbound andoutbound registration.
This system provides a new serviceto the enterprises that want to makebusiness with the publicadministration. It reduces the timeand cost for enterprises that wantto participate in public tenders andmakes it easier for the civil servantswho must make the decisions.
IRIS BCN is promoting civic atti-tudes in Barcelona by implementingan innovative “Claims and Sug-gestions” customer service requestplatform.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Konekta Zaitez Ciudadan@KZC@Basque Country Governmentwww.kzgunea.net
Modernisation and Quality Planof the Palma de MallorcaTownhallPalma townhallInstitut Municipal d’Informàtica(Ajuntament de Palma deMallorca)www.palmademallorca.es
New Enterprise InformationCentre and Enterprise CreationNetwork (CIRCE)CIRCESME Policy Directorate Generalwww.circe.es
Online process of the ElectricalInstallation AuthorizationEIADepartment of Industry,Commerce and Tourismwww.ej-gv.net/boletines/
PISTA Administración Local:eGovernment Platform for smalland medium municipalitiesPISTA LOCALMinisterio de Industria, Turismo yComercio – Sec. Estado deTelecom. y para la Soc.Informaciónwww.pistalocal.com
The Public AdministrationElectronic Contracting PlatformPECAPLocalret Consortiumwww.pecap.org
Begoña Gutierrez Lizarralde+34 - (0)945 - [email protected]
Montserrat Oliveras Ballarín+34 - (0)971 - 466 [email protected]
María Callejón Fornieles+34 - (0)91 - [email protected]
Arantxa Arbelaitz Guelbenzu+34 - (0)945 - [email protected]
Jose Maria Museros Recatala+34 - (0)91 - [email protected]
Marta Almela+34 - (0)93 - [email protected]
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KZC@ is a project framed in the“Plan de Euskadi en la Sociedad dela Información” (PESI) and includedin the “Internet para todos” pro-gramme, whose aim is to makeaware of and to promote the use ofthe information and communicationtechnologies in the Basque society.
This service simplifies, modernises,and speeds up searching. It hasraised the accessibility across allexisting channels (either in person,by telephone, or telematic chan-nels).
The New Enterprise – CIRCEproject is an initiative which aims toalleviate the currently existingproblems concerning the creation ofcomp anies, reducing and sim-plifying the administrative burdensby, among other measures, co-ordinating between public servicesand creating a single point ofcontact for enterprises.
The Project facilitates the processof the Electrical Inst allation Autho-risation under the responsibility ofthe Department of Industry, Com-merce and Tourism, for electricalinstallers.
The project, mainly addressed tocity councils of small and mediumauthorities, has the purpose ofproviding them with a set ofcommon interest tools that allowsthem to offer, at least, all basicseEurope eGovernment services.
The Public Administration Electro-nic Contracting Platform is an inter-net portal whose purpose is toimprove operational efficiency andproductivity in the management ofpublic contracting. The tool is speci-fically designed for eProcurement.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Udalnet: Municipal extranetUdalnetMunicipal Relations and TownPlanning of the RegionalGovernment of Bizkaiawww.udal.net
Virtual Office of CadastreOVCGeneral Directorate of Cadastreovc.catastro.meh.es
Website of the Parliament ofGernika-BizkaiaWebsite of the GeneralAssembliesParliament ofGernika-Bizkaiawww.jjggbizkaia.net
SWEDEN
Company Registration eServicein Swedenforetagsregistrering.seBolagsverketforetagsregistrering.se
Customs Internet Declaration:Swedish Customs eKey andThe Virtual Customs OfficeCIDSwedish Customswww.tullverket.se
minpension.se – A PublicPrivate Partnershipminpension.seminpension.se
Juan Francisco Sierra-SesumagaIbarretxe+34 - (0)94 - 406 85 [email protected]
Fernando Serrano+34 - (0)91 - [email protected]
Aitor Soloeta Eraso+34 - (0)94 - 4066700aitor.soloet [email protected]
Daniel Sjöberg+46 - (0)60 - [email protected]
Mats Wicktor+46 - (0)8 - [email protected]
Anders Lundstrom+46 - (0)8 - 783 - [email protected]
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Udalnet is the municipal extranetportal of the Regional Governmentof Biscay, providing assistance andguidance in legal, economic andtechnical matters for all localentities.
The Virtual Office of Cadastre hasthe objective of making cadastralinformation available to citizens andadministrations, as well as facili-tating the update of this informationon the part of collaborating agents.
The website of the GeneralAssemblies provides compre-hensive information about the Insti-tution: history, objectives, admini-stration, composition (buildings,museums, the tree of Gernika,virtual visits, etc.) in a clear way toany interested person.
This project makes it easier to starta business and perform thenecessary register changes as thecompany grows or changes.Foretagsregistrering.se is onesingle place for the whole procedureof registration.
The Virtual Customs Office is aunique service option for customersbased on modern technology,increased quality and efficiency. Itencompasses smart mobile-solutions with a high degree ofscalability and includes more than100 different eServices, all forbusinesses to use online for free.
With minpension.se, Swedishcitizens have the possibility to getpersonalised information regardingboth state pension and occupationalpension. It is also possible toperform different simulations ofretirement ages and makecombined pensions forecasts.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
VISAM – Virtual MeetingVISAM-VMThe Swedish National Tax Boardwww.skatteverket.se
SWITZERLAND
The Geneva Internet VotingApplicationGIVAState of Genevawww.geneve.ch/evoting
The Swiss ElectronicGovernment BarometerSwiss E-Gov BarometerUniverity of St. Gallenwww.idt.unisg.ch
THE NETHERLANDS
Controls on Import and Exportof Agricultural GoodsCLIENTMinistry of Agriculture, Nature andFood Quality (LNV)www.ictal.nl
Digital Building Permits Archive– City of NijmegenCity of Nijmegenwww.nijmegen.nl/gns/no_index/webba/webbaomgeving.asp
Kadaster-on-line: direct accessto land-registry products viainternetKadaster-on-lineKadasterwww.kadaster.nl
Margaretha Hesse+46 - (0)31 - [email protected]
Michel Chevallier+41 - (0)22 - 327 - [email protected]
Prof. Dr. Kuno Schedler+41 - (0)71 - 224 - [email protected]
Ir. G. F. C. Heijink+31 - (0)70 - 378 - [email protected]
Ingrid Ensing+31 - (0)24 - 329 - [email protected]
Gertie Dullens+31 - (0)55 - [email protected]
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This intergovernmental project usesadvanced communication tech-nology which facilitates an instant-aneous connection between PCs,allowing face-to-face communi-cation between public admini-strations and citizens over theInternet. In four places throughoutSweden terminals are available toeveryone.
The State of Geneva, under guid-ance from the Swiss Confederation,has developed an internet votingapplication in order to providecititens with a new development ofremote voting.
The E-Gov Barometer definesquestions that measure the currentstate of development in SwisseGovernment. It has evolved into aninstrument that is used for strategicevaluation in Switzerland andserves as an information source forthe national, regional and localdecision-making bodies.
It is the combination of a communityand a redesign of the enforcementand monitoring process for productsof animal and veget able originwhich provides for a reduction of theadministrative burden.
This case provides free (digital)inspection of all the buildingpermissions connected to all thebuildings in Nijmegen (includingconstruction drawings, buildinglicenses and working plans). It alsoprovides the possibility of orderingcopies of these documents.
Kadaster-on-line promotes legalcertainty in transactions involvingregistered properties. By makingthis information available to thepublic, Kadaster provides clarityabout the ownership of registeredproperties and related charac-teristics. Some 45,000 users among12,000 clients use Kadaster-on-lineto consult up-to-date real estateinformation that is crucial for theirown work processes.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
Mijn IB-Groep – Portal for studyloans and grantsMijn IB-Groepib-groepwww.ib-groep.nl
One stop shop: Digital self-support for customers of RDWRDWwww.rdw.nl
Overheid.nl Webrichtlijnen –Web Guidelines for E-government in the NetherlandsWebrichtlijnen (Web Guidelines)ICTU – Advies Overheid.nlwebrichtlijnen.overheid.nl
RIES – Rijnland InternetElection System: A fullytransparent election systemRIESHoogheemraadschap vanRijnlandwww.rijnland.net/ries
SVB for Life – Social InsuranceBank4LifeSociale Verzekeringbankwww.svb.nl
The Dutch Taxonomy ProjectNTPMinistry of Financewww.xbrl-ntp.nl
Jan Kouijzer+31 - (0)50 - 599 - [email protected]@ib-groep.nl
Herriët Heersink+31 - (0)79 - 345 - [email protected]
Raph de Rooij+31 - (0)70 - [email protected]
Simon Bouwman+31 - (0)71 - [email protected]
Ronald Jongeneel+31 - (0)20 - 6565 - [email protected]
H.J.M. van Burg+31 - (0)70 - 342 [email protected]
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This is a net-banking portal with aunique security facility. In order toguarantee a sufficient level ofsecurity, yet maintain user-friendliness for the target groups(mostly students aged 18-24), MijnIB Groep opted to send log-inaccess codes by text message(sms).
The main tasks for the RDW (aDutch governmental organisation)are registration and type-testing ofvehicles, as well as the registrationof driver’s licenses.
The Web Guidelines focus onwebsites, as these are the mediathrough which information andservices are being made available.The guidelines are a generic set oftechnical requirements that enablesa wide range of users to success-fully gain access to information andservices from the government.
In addition to the casting of votesthrough the Internet, all voters havethe opportunity to verify the countingof their votes in the final outcomeand to validate the election results.In spite of its sophisticated design,the Internet election system RIESallows more than 99% of all votersto use the system without anychange to their existing PC andInternet environment.
4Life offers a wide choice ofchannels for contacts between theSociale Verzekeringsbank and itscustomers, by safe use of digitalservices via the Internet based onthe authenticating mechanism ofDigiD. These services areaccessible for people with visual ormotor disabilities.
The Dutch Taxonomy Projectintends to reduce administrativeburdens through the standardisationof financial information. This mustresult in a yearly reduction of 350million for businesses in theNetherlands.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
G. C. Berkouwer+31 - (0)70 - 340 - [email protected]
Abidin Erdogan+90 - (0)312 - [email protected]
Dr. Ahmet Sarican+90 - (0)312 - [email protected]
Mehmet Hobek, Uluc Icoz+90 - (0)312 - [email protected]
Mehmet Hobek+90 - (0)312 - [email protected]
Emekli Sandigi Genel Mudurlugu+90 - (0)312 - [email protected]
This website is fully accessible forpeople and for machines (e.g.search-spiders) in order to meet theneeds of older users, younger usersand users with disabilities. Also, thestructured approach meanscheaper hosting-cost s, betterquality assurance, ‘forward’comp atibility and ‘exchangeable’content.
This system is an online prescriptionprocess that connects Bag-Kur withpharmacies.
MERNIS transfers all populationidentification information to anelectronic environment and permitsimmediate updates and changesmade in the identification inform-ation from 923 district centers in asecure way, using the unique IDnumbers for every Turkish citizen.
This is an example of a self-regulated eGovernance system.The specific objectives andfunctions of daily electronicsupervision are to monitor theactivities of pension comp aniesdaily, to coordinate transactions, tosafe keep information, to inform thepublic and particip ants and togenerate statistics.
e-BEAS is an electronic exam-ination system for professional pen-sion intermediaries who promote,market and sell individual pensionproducts.
This programme performs themonitoring of health expenditures.With this project, the process ofpurchasing health services hasbecome easier for our members,saving money by preventing lossesand unnecessary resourceallocation.
Webstandards andwebguidelines of the Ministry ofHealth, Welfare and Sport inThe NetherlandsWebstandards andwebguidelinesMinistry of Health, Welfare andSportwww.minvws.nl
TURKEY
Bag-Kur Pharmacy AutomationSystemBEOSBag-Kur General Directoratewww.bagkur.gov.tr/BEOS
Central Population ManagementSystemMERNISMinistry of Internal Affairs –General Directorate of Registryand Citizenshipwww.nvi.gov.tr
Daily Electronic Supervision ofthe Individual Pension SystemDESIPSUndersecretariat of Treasury,Directorate General of Insurance,Department for Private Pensionswww.hazine.gov.tr
Electronic Individual PensionIntermediaries ExaminationSysteme-BEASUndersecretariat of Treasury,Directorate General of Insurance,Department for Private Pensionswww.hazine.gov.tr
Health ExpendituresSupervision ProjectHESPPension Fund Of Turkeywww.emekli.gov.tr
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
MOBESE is a city command controlcenter composed of several depart-mental subsystems. With the use ofMOBESE mobile computers inpolice cars, it is easier to deploymobile teams.
NJNP has established an electronicnetwork covering all Courts, Officesof Public Prosecutors and LawEnforcement Offices together withthe Central organisation of theMinistry of Justice. The project’smain objective is the realisation ofan information system to create aneffective and less bureaucraticjustice system.
The aim of this project is to collectand disclose financial statements,balance sheets and specialcircumstances of public companiesand intermediaries via Internetthrough secure technologies.
This programme’s aim is to sellrailway tickets more rapidly, easilyand effectively. Users can getinformation about time tables,prices, and reservations by usingthis application which is available onintranet and the Internet.
This information management sys-tem run by the Ministry of NationalEducation aims at providing secureservices to monitor educationalinstitutions and students’ reports.
TRAMER enforces the integrity anduniformity of traffic insurance andensures the prevention of insurancefrauds, enhancement of trust andconfidence in the insurance system,the determination of the motorvehicle owners that have not hadtheir vehicles insured, the accuracyof policy billing and other relevantissues by collecting information ina database and updating the data-base daily providing different levelsof reports to related authorities.
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Basri Aktepe+90 - (0)312 - [email protected]
Ali Kaya+90 -(0)312 - 2126595 - [email protected]
Ufku Kandemir+90 - (0)312 - [email protected]
Hasan Emin+90 - (0)312 - 3090515 - [email protected]
Hasan Basri Ulas+90 - (0)312 - [email protected]
Mehmet Üst+90 - (0)216 - 5726932 - [email protected]
Mobile Electronic SystemIntegrationMOBESETurkish National Policewww.mobese.com
National Judicial NetworkProjectNJNPMinistry of Justice, Turkeywww.adalet.gov.tr
Public Disclosure ProjectPDPCapital Markets Board of Turkeykap.spk.gov.tr
TCDD: Turkish Railway T icketSales and Seat ReservationSystemTCDD Reservation SystemTCDD (Turkish Railway)www.tcdd.gov.tr
The Ministry of NationalEducation Information andCommunication SystemMEBBIS (MoNE-ICS)Ministry of National Education,General Directorate ofEducational Technologiesilsis.meb.gov.tr
TRAMER – Traffic InsuranceInformation CenterTraffic Insurance InformationCenter – TRAMERwww.tramer.org.tr
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
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Turkish Catastrophe InsurancePoolTCIPMillli Reasürans T.A.S.www.dask.gov.tr
UNITED KINGDOM
360 Degrees of Change: e-enabling an EconomicDevelopment Agency360 CRMScottish Enterprisewww.scottish-enterprise.com
Benefit ExpressBESTHalton Borough Councilwww.halton.gov.uk
Broadband East SussexBESEast Sussex County Councilwww.accesseastsussex.org/broadband
Careers Wales OnlineCWOCareers Wales Associationwww.careerswales.com
Cymru Ar-lein – Online for abetter Wales: The InformationAge Strategic Framework forWalesCymru Ar-leinWelsh Assembly Governmentwww.cymruarlein.wales.gov.uk
Hüseyin Yunak+90 - (0)212 - 231 79 [email protected]
Isobel Brown+44 - (0)141 - [email protected]
Peter McCann+44 - (0)151 - [email protected]
Sally Meecham+44 - (0)7795 - 237344sally.meecham@east sussex.gov.uk
Paul Messer+44 - (0)2920 - [email protected]
Jim Cowan+44 - (0)2920 - [email protected]
The TCIP, a compulsory insurancesystem, uses technology that allowsreal time online policy sales,premium booking, claim advice etc.through the Internet together with acall centre and a disaster recoverycentre.
This system replaces many legacyICT systems to ensure all staff canaccess one single source ofcustomer intelligence in order toenable improved ScottishEnterprise’s performance (includinginternational offices), providingtransparency, accountability andcompetitive advantage.
One of this project’s key priorities isto offer a mobile office service usingtechnology that enables theprocessing of claims directly fromcitizens’ homes, involving the useof a vehicle as a mobile office andvisitors equipped with thetechnology and equipment toprocess claims in the customershome.
This case enables social andeconomic advancement in EastSussex through acceleratedbroadband service availability. It isa project set up to grow demand forbroadband services, acceleratet ake-up and use and developbenefit s for businesses, ineducation and for citizens.
CWO is a bilingual, all age web-application designed to enhance theclient’s self awareness and careeraspirations. Including an all–age e-portfolio it allows the user to create,upload and download key personaland careers related documents.
Cymru Ar-lein employs an em-powerment model which utilisestechnology to effect partnership,communication, and dialoguebetween public bodies in Wales,and between citizens andgovernment to make better use ofICT resources.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
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Julian Bowery+44 - (0)207 - 944 [email protected]
Gary Simpson+44 - (0)1709 - [email protected]
Athol Few+44 - (0)161 - 231 - [email protected]
Norman Mellor+44 - (0)1603 - [email protected]
Ian Burdon+44 - (0)131 - 244 - [email protected]
Isobel Brown+44 - (0)141 - [email protected]
Delivering Efficiency: LeadingCross-Sector Change in PublicServicese-Government-StudyOffice of the Deputy PrimeMinisterwww.odpm.gov.uk
e@SY Connects DigitalInteractive Television Servicee@SY Connects TVe@SY Connectswww.easyconnects.org.uk
EastserveEastservewww.eastserve.com
e-Citizen national project ontake up and marketing e-governmente-CitizenNorwich City Councilwww.e-citizen.gov.uk
eProcurementScotl@ndePSThe Scottish Executivewww.eprocurementscotland.com
Implementing BenefitsRealisation and PerformanceManagement in the PublicSectorScottish Enterprisewww.scottish-enterprise.com
This study galvanises regionalleadership around a road map todeliver “better services for less” tolocal citizens and businesses,leveraging eGovernment as anenabler for transformation andagreeing a shared route for regionaldelivery of eGovernment relatedefficiency projects.
e@SY Connects TV is at the fore-front of digital Interactive TVexploitation for government withinEurope. It provides the citizens ofSouth Yorkshire, particularly thosein greatest need, with direct accessto information and interactiveservices related to important eventsin their lives.
The project has provided PCs, basicICT training, community help andsupport, access to online servicesand local information and low costwireless broadband internet accesswhere previously these did not exist.
e-Citizen is a project that analyseswhich local eGovernment servicesdifferent groups of people areinterested in accessing viaelectronic channels, and the bestway to persuade them to do so inorder to optimise take up.
The Scottish Executive’s eProcure-ment Scotl@nd (ePS) service isenabling the entire Scottish publicsector, including central govern-ment, local authorities and theNational Health Service, to win thecost savings and efficiencies ofeProcurement.
This case presents the deploymentof a single CRM system across thewhole business (including 19international offices and 67 externaldelivery locations). The systemwould replace 38 legacy systemsthat would permit 24/7 accessregardless of location, allowing staffto enter and review customerintelligence, whether office based orworking remotely.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
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Introduction of a food safetymanagement system into theScottish catering sector prior tolegislative changeeCookSafeFood Standards Agency Scotlandwww.food.gov.uk
learndirect scotland – ACitizens Learning NetworkSkillnetlearndirect scotlandwww.learndirectscotland.com
Leicestershire CareOnLineLCOLLeicestershire County Council,Social Serviceswww.leicscareonline.org.uk
Local eGovernment NationalProjects Benefits StudyLocal eGov NP BenefitsLondon Borough of Newhamwww.localegovnp.org
Local e-Gov – The NationalStrategy for Local e-Government in EnglandLocal e-GovOffice of the Deputy PrimeMinisterwww.localegov.gov.uk
Planning PortalPlanning Portalwww.planningportal.gov.uk
Pauline Wilkinson+44 - (0)1224 - [email protected]
Robert Doyle+44 - (0)141 - 285 - [email protected]
Ian Retson+44 - (0)116 - 265 - [email protected]
Martin Scarfe+44 - (0)44 - 1268 - [email protected]
Dr. Peter Blair+44 - (0)20 - [email protected]
Adam Telford+44 - (0)117 - [email protected]
This system involves a Scotland-wide partnership between a centralgovernment agency, localauthorities, food businesses and aspecialist multi-disciplined designcompany to deliver food safetybenefits on a considerable scale.
As the national gateway to learning,and including a unique model foreLearning infrastructural capacity,learndirect scotland is a drivingforce in connecting individuals,businesses, public sector andvoluntary organisations with theskills they need, while retainingtechnology, innovation andpartnership at the core.
Leicestershire CareOnLine tackleshead-on the digital inclusion ofsome of the hardest to reach groupssuch as older people, disabledpeople and carers. The number ofpeople in Leicestershire over 65,disabled or working as unpaidcarers is over 100,000 – and rising.
This study utilised examples of real,practical implementations thestudies built up a picture of realtangible benefits of adopting variouse-technologies. The informationgained was used to calculatefinancial savings, service improve-ments and intangible benefit s.
Local e-Gov, the Office of the Depu-ty Prime Minister ’s (ODPM) Nation-al Strategy for Local e-Governmentset s out a vision, implementationframework and model for localeGovernment designed to trans-form the quality of services and theorganisations that deliver them.
The Planning Portal provides a one-stop planning resource that encom-passes guidance and informationfor both the citizen and professional.It delivers of ficial content in a clearand easy to underst and manner,and provides the facility to makeelectronic planning applications.
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
The Local Channel gives com-munities an Internet portal whichallows citizens, businesses, and firsttier local government a single spacein which they can meet and discusstheir common important local issuesthrough a free core template to beused locally.
The ePetitioning model adopted isunique in that it is open to any citizento raise and sign an ePetition, or toadd comments to an online dis-cussion if they wish. The ePetition-ing management process is seam-lessly integrated with procedures forhandling paper petitions, whichcitizens can choose to use insteadof or in conjunction with e-petitions.
RTPF has delivered a new inter-active state pension forecastingeService for UK citizens as anaddition to the existing paper basedmechanisms. It offers a service inwhich citizens can make an onlinerequest for a state pension forecastand to receive an electronic versionin real-time.
This programme works to improvecustomer access and servicedelivery. This fully integratedpartnership between two tiers oflocal government is unique, up andrunning, and fully in line with theGershon agenda – to generateefficiencies and release resourcesto the front line.
Teachers’ TV is a unique broadcastand broadband TV service design-ed to help raise educationalstandards in England. It does thisby providing an attractive, high-quality, trusted and valued sourceof information, ideas, good practiceand resources for the Englishteachers.
This system provides a fullyautomated end to end service withthe Claims Underwriting ExchangeAnti Fraud (CUE PI) database,which is used by almost 50% of theinsurance industry throughout theUK.
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Romsey Extra’s deployment ofThe Local Channel first tiereGovernment community portalRomsey Extra + TLCeGovernmentRomsey Extra Parish Councilwww.thelocalchannel.co.uk/romseyextra
Scottish Parliament ePetitionersystemSPESScottish Parliamentwww.epetitions.scottish.parliament.uk
State Pension forecast e-service, formerly known as RealTime Pension ForecastingRTPFUK Department for Work andPensionshttps://secure.thepensionservice.gov.uk/statepensionforecast
Suffolk County Council and MidSuffolk District Council Public/Private Sector Partnership withBT – Customer Service DirectLimitedCSDCustomer Service Direct Ltdwww.csduk.com
Teachers’ TVDepartment for Education andSkillswww.teachers.tv
The Compensation RecoveryUnit Electronic Business Linkswith the Insurance IndustryCRU e-linksCompensation Recovery Unit,Dept. for Work and Pensionswww.dwp.gov.uk/cru
Councillor Rod Simp son+44 - (0)1794 - [email protected]
Dr. James Johnston+44 - (0)131 - [email protected]
Brendan Harrison+44 - (0)113 - [email protected]
Philip Willis+44 - (0)1442 - [email protected]
Richard Graham+44 - (0)20 - 7925 - [email protected]
Paul Fazakerley+44 - (0)191 - [email protected]
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CASE NAME/ORGANISATION/ CONTACT DETAILS SHORT DESCRIPTIONURL
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The Dept. for Work andPensions Great Britain/ Dept. ofHealth Great Britain RoadTraffic Act (RTA) AutomationProjectThe DWP/DoH RTA AutomationProjectCompensation Recovery Unit,Department for Work andPensionswww.dwp.gov.uk/cru
The e-enablement of the VOSAGB operator licensing serviceVOSA (an agency of the Dept.for Transport)VOSA Operator Self Servicewww.vosa.gov.uk/vosa/onlineservices/onlineservices.htm
Turning ‘Braveheart’ into ‘BladeRunner’ – how the Broadbandfor Scotland campaign tookScotland into the 21stcenturyBroadband for ScotlandScottish Enterprisewww.broadbandforscotland.co.uk
Paul Fazakerley+44 - (0)191 - [email protected]
Bill Buckley+44 - (0)113 - 254 [email protected]
Wayne Oxley+44 - (0)141 - 228 [email protected]
Through a pioneering example ofcross government working, utilisingan innovative solution, an originallyhigh volume clerical processingoperation dealing annually with350,000 forms (equating to 700,000transactions) has been automatedover the Government SecureIntranet (GSI).
This innovative eService has trans-formed the regulatory service for theUK commercial vehicle operatorindustry . 110,000 businesses,450,000 vehicles, 50% of all goodsvehicle transactions and 79% ofpassenger vehicle transactionswere processed online in Feb 2005,far exceeding the first year target of20%.
The promotion campaign Broad-band for Scotland demonstrateshow a web based service promotedthrough an integrated advertisingand marketing campaign tookScotland from a position ofweakness in broadband adoption tothe nation’s future economicprosperity and competitiveness.
eEurope Awards – 2005
Indexes
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Exhibiting submissions (by theme and topic)
Theme 1: The Right Environment
The right environment for eGovernment can be identified at any level of publicservice. We have identified several distinct categories which relate to specificareas of service delivery. We have also identified cases that relate primarily toinfrastructure.
INFRASTRUCTUTRE• LEPIDA – The broadband private network for Emilia-Romagna
Public Administration (Italy) 6• KZC@ – Konekta Zaitez Ciudadan@ (Spain) 7
FRAMEWORKS FOR MODERNISATION• Local e-gov – The National Strategy for Local eGovernment in
England (United Kingdom) 8• PSB.ie – The Public Service Broker (Ireland) 9
STANDARDS AND METHODOLOGIES• Webrichtlijnen – Web guidelines for eGovernment in the
Netherlands (the Netherlands) 10• FAST – Secure Exchange Gateway (France) 11
GOVERNMENT SERVICES• eDavki (eTaxes) (Slovenia) 12• RRLC – Online Registration of Rent and Leasing Contracts (Italy) 13• BEST – Benefits Express (United Kingdom) 14• KSI ZUS – Complex Computer System (KSI) for the Social
Insurance Institution (ZUS) in Poland (Poland) 15• PAP – Public Administration Portal (Czech Republic) 16• IRISMAMMO – Telemammography Programme in the Brussels
Region (Belgium) 17
GOVERNMENT TO BUSINESS• FALSTAFF – Fully Automated Logical System Against Forgery
and Fraud in the Italian Customs Information System AIDA (Italy) 18• CLIENT (the Netherlands) 19
115
ORGANISATION OF SERVICE• SEAP – Extended Electronic System for Public Acquisitions
(Romania) 20• ePS – eProcurement Scotl@nd (United Kingdom) 21
COMMUNITY DEVELOPMENT• Carta-IN (Italy) 22• Eastserve (United Kingdom) 23
Theme 2: Government Readiness
High level Reorganisation of the government (complete governmentmodernisation) acts as the umbrella inter-ministerial activities and re-organisation then follows activities relating to reorganisation at departmentallevels.
SECURE DATA PROCESSING AND TRANSMISSION• eCabinet Project of the Government of Ireland (Ireland) 28• E-LAW – The Austrian E-LAW Project (Austria) 29• The DWP/DoH RTA Automation Project (United Kingdom) 30
CHANGE MANAGEMENT• EID – Electronic Invoicing in Denmark (Denmark) 31• ehandel.no – Public eProcurement in Norway (Norway) 32• eProcurement (Italy) 33
MULTIBLE CITIZEN SERVICE AND TRAINING TOOLS• Communit-e – Simplification of the benefits and medical
recognition application for disabled people (Belgium) 34• eReadiness of Polish Customs – Building up eGovernment
Readiness of Polish Customs (Poland) 35
116
Theme 3: Service Use
The service examples are extensive and cover not only service areas but alsomethods of delivery. There is a good spread of service type, from thosedelivered by government at the highest possible level to those delivered at thegrass roots community level.
eGOVERNMENT PORTALS FOR CITIZENS AND BUSINESS• HamburgGateway (Germany) 40• VIRK – The Danish Internet Portal for the Danish Commerce
Sector (Denmark) 41
LOCAL CITY INTERFACE• Athena Network (Greece) 42• IRIS BCN – Promoting Civic Attitudes in Barcelona through a
Customer Service Request Platform (Spain) 43
MULTI SERVICE DELIVERY MECHANISMS• SISRCR – Regional Integrated Health Service for the Continuity
of Medical Treatment (Italy) 44• TASTSELV.DK – The Automated Tax Administration (Denmark) 45• eVERA – Online Vehicle Licence Renewal (Malta) 46• CWO – Careers Wales Online (United Kingdom) 47• Mijn IB-Groep – Portal for Study Loans and Grants
(the Netherlands) 48
FISCAL MANAGEMENT• Kadaster-on-line (the Netherlands) 49• OVC – Virtual Office of Cadastre (Spain) 50
NATIONAL AND LOCAL eDEMOCRACY• SPEC – Scottish Parlieament ePertitioner System
(United Kingdom) 51• GIVA – The Geneva Internet Voting Application (Switzerland) 52• RIES – Rijnland Internet Election System: Fully Transparent
Election System (the Netherlands) 53
COMMUNITY SERVICE DELIVERY AND INCLUSION• COT – Meath County Council – Communities Online Together
Initiative (Ireland) 54• e@SYConnects TV – e@SY Connects Digital Interactive
Television Service (United Kingdom) 55
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• LCOL – Leicestershire CareOnLine (United Kingdom) 56• Mobhaile – Extending the Use of Information and Communication
Technologies (Ireland) 57
INFORMATION DISTRIBUTIONS• COURTPUB – Electronic notice board of the courts – publication
with legally binding force and services for citizens on the internet(Austria) 58
• EZB – Electronic Journals Library (Germany) 59
Theme 4: Impact
This theme is harder to order just because the projects have been enteredbased on “impact” and not focussing on what they are about. We have howeveridentified some discrete categories:
GOVERNMENT SERVICES TO CITIZENS AND BUSINESS• AeL – An Integrated Solution for Content Management and
Computer Assisted Training (Romania) 64• ROS – Revenue Online Service (Ireland) 65
GOVERNMENT ASSESSMENT, MEASURING AND EVALUATIONSYSTEMS• eGAMES – eGovernment Assessment, Measuring and Evaluation
System (Hungary) 66• Fed-e-View – Tool for Measuring the Degree of eGovernment
Development of Federal Administrations and Agencies (Belgium) 67 BENEFIT REALISATION• Implementing Benefits Realisation and Performance Management
in the Public Sector (United Kingdom) 68• TRAMER – Traffic Insurance Information Centre (Turkey) 69
118
Exhibiting submissions (in alphabetical order)
• AeL – An Integrated Solution for Content Management andComputer Assisted Training (Romania) 64
• Athena Network (Greece) 42• BEST – Benefits Express (United Kingdom) 14• Carta-IN (Italy) 22• CLIENT (the Netherlands) 19• Communit-e – Simplification of the benefits and medical
recognition application for disabled people (Belgium) 34• COT – Meath County Council – Communities Online Together
Initiative (Ireland) 54• COURTPUB – Electronic notice board of the courts – publication
with legally binding force and services for citizens on the internet(Austria) 58
• CWO – Careers Wales Online (United Kingdom) 47• e@SYConnects TV – e@SY Connects Digital Interactive
Television Service (United Kingdom) 55• Eastserve (United Kingdom) 23• eCabinet Project of the Government of Ireland (Ireland) 28• eDavki (eTaxes) (Slovenia) 12• eGAMES – eGovernment Assessment, Measuring and Evaluation
System (Hungary) 66• ehandel.no – Public eProcurement in Norway (Norway) 32• EID – Electronic Invoicing in Denmark (Denmark) 31• E-LAW – The Austrian E-LAW Project (Austria) 29• eProcurement (Italy) 33• ePS – eProcurement Scotl@nd (United Kingdom) 21• eReadiness of Polish Customs – Building up eGovernment
Readiness of Polish Customs (Poland) 35• eVERA – Online Vehicle Licence Renewal (Malta) 46• EZB – Electronic Journals Library (Germany) 59• FALSTAFF – Fully Automated Logical System Against Forgery
and Fraud in the Italian Customs Information System AIDA (Italy) 18• FAST – Secure Exchange Gateway (France) 11• Fed-e-View – Tool for Measuring the Degree of eGovernment
Development of Federal Administrations and Agencies (Belgium) 67• GIVA – The Geneva Internet Voting Application (Switzerland) 52• HamburgGateway (Germany) 40• Implementing Benefits Realisation and Performance Management
in the Public Sector (United Kingdom) 68
119
• IRIS BCN – Promoting Civic Attitudes in Barcelona through aCustomer Service Request Platform (Spain) 43
• IRISMAMMO – Telemammography Programme in the BrusselsRegion (Belgium) 17
• Kadaster-on-line (the Netherlands) 49• KSI ZUS – Complex Computer System (KSI) for the Social
Insurance Institution (ZUS) in Poland (Poland) 15• KZC@ – Konekta Zaitez Ciudadan@ (Spain) 7• LCOL – Leicestershire CareOnLine (United Kingdom) 56• LEPIDA – The broadband private network for Emilia-Romagna
Public Administration (Italy) 6• Local e-gov – The National Strategy for Local eGovernment in
England (United Kingdom) 8• Mijn IB-Groep – Portal for Study Loans and Grants
(the Netherlands) 48• Mobhaile – Extending the Use of Information and Communication
Technologies (Ireland) 57• OVC – Virtual Office of Cadastre (Spain) 50• PAP – Public Administration Portal (Czech Republic) 16• PSB.ie – The Public Service Broker (Ireland) 9• RIES – Rijnland Internet Election System: Fully Transparent
Election System (the Netherlands) 53• ROS – Revenue Online Service (Ireland) 65• RRLC – Online Registration of Rent and Leasing Contracts (Italy) 13• SEAP – Extended Electronic System for Public Acquisitions
(Romania) 20• SISRCR – Regional Integrated Health Service for the Continuity
of Medical Treatment (Italy) 44• SPEC – Scottish Parlieament ePertitioner System
(United Kingdom) 51• TASTSELV.DK – The Automated Tax Administration (Denmark) 45• The DWP/DoH RTA Automation Project (United Kingdom) 30• TRAMER – Traffic Insurance Information Centre (Turkey) 69• VIRK – The Danish Internet Portal for the Danish Commerce
Sector (Denmark) 41• Webrichtlijnen – Web guidelines for eGovernment in the
Netherlands (the Netherlands) 10
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