Baltic IT&T 2007 A few words about… eParticipation in French eGovernment Projects

1. Baltic IT&T 2007 A few words about… eParticipation in French eGovernment Projects RIGA – 18/20 April 2007 > Catherine Espaignet Ministry of Finances E-government Services Development catherine.espaignet@dgme.finances.gouv.fr

2. Catherine ESPAIGNET e-Gov. Relationships with users representatives (private sector) Directorate general for State modernization (DGME) e-Gov development department (SDAE) FRANCE

3. Directorate general for State modernization (DGME) • A governmental department in charge of: • Designing & monitoring e-gov. 2006-2010 program Adele « ADministration En LignE » : 370 e-gov. Services / 50% are now on line • Supplying personalized & trustable e-gov. Services for all • Elaborating e-gov. Services interoperability, accessibility & security reference documents • Auditing departments • Monitoring relationship quality between users and departments

4. 2006: French electronic administration Time of serviceCapgemini Consulting / TNS SofresParis, septembre 2006

5. ? eAdministration sounds good !

7. A personalized portal from www.service-pubic.fr mon.Service-Public.fr will enable every citizen to set up his or her own home page to access all the online public services of concern to him or her. Users will thus be able to access all their official paperwork. • Central Access Point

8. 1. Central access point: • Situation • Life event • Geographical I am: married, father with 3 children I am: employee, contractual agent I live: Magny les Hameaux (Yvelines) I am looking for a job

9. Global Identity Management Solution based on Liberty Alliance specifications Identity Federation, no Unique Identifier • Central Access Point • Single Sign On

10. Circle of Trust Identity Provider Federation keys Technical issues : federation keys Before federation After federation User : Pierre Martin MSP Portal pm‘123’ Administration e-Service A (Service Provider) Admnistration e-Service B (ServiceProvider) ‘123’‘456’’789’ pierrem pmartin Administration e-Service A (Service Provider) Admnistration e-Service B (ServiceProvider) Definitions : pm, pmartin, pierrem : local eService IDs ‘123’, ‘456’, ‘789’ : federation keys Identity Provider : entity that manages identity-related informations, but not the identity itself. Provides the authentication system and holds all the federation keys Service Provider : entity that provides e-services for the user. Uses the identity provider for authentication. Circle of trust : is made of one identity provider and all the service providers that want to delegate their authentication to this identity provider, using a centralized authentication (Single Sign On). Pmartin‘456’ Pierrem‘789’ Only federation keys are transmitted

11. Authentication - Single Sign On - 3 levels of security - Identities federation - Access by user choice(login, one-time password, certificates)

12. An e-Safe / briefcase to store personal data (name, birthdate, full address, phone, email, etc.) and dematerialized official documents (diplomas, civil register certificates, etc.) which the user can obtain from the civil service and submit to the authorities to complete other procedures. • Central Access Point • Single Sign On • Personal Data Storage and Exchange

13. Jean DUPONT DUPONT 10/05/1968 Lyon Rhône France Célibataire 2 Remplir jdupont **********

14. A Dashboard to give the end user a unified perception of his / her interactions with public services : messaging, documents, information, etc. • Central Access Point • Single Sign On • Personal Data Storage and Exchange • Focal Communication Center

15. Live in Spring 2008 ! • Central Access Point • Single Sign On • Personal Data Storage and Exchange • Focal Communication Center • A Step towards Unique and seamless eAdministration User Experience

16. Other issues to face • Respect for privacy (french CNIL) • Building of an Identity Management System • Personal data storage • Which advantages and which fears ? • Need for convenience and understanding • Such a portal has to be really usable and friendly • Identity and federation are not common concepts ! • Setting-up of a trust relationshipbetween the citizen and the e-Administration • Prove the system security and confidentiality to the user • Definition of semantic, graphic and ergonomic standards • How to talk to the citizen to make him adopt the service ?

17. Want to know more ? Contact DGME :: Benoît BOUTE, Alexandre TISSERANT ::Project Leaders, Mon Service Public benoit.boute@dgme.finances.gouv.fr alexandre.tisserant@dgme.finances.gouv.fr

18. Change of address on-line Directorate General for State Modernization

19. Objectives of the service The objectives of the project • For users: to simplify and accelerate the administrative processesconnected with changing address (target: 6 million people/year) • e.g. : 20’ x 5 services = 1h40’ - For administrative bodies: to increase productivity by automating the processing of change of address notifications and to improve the quality of the addresses held (to avoid the costs connected with sending post to the wrong address) • e.g. : 2’ processing x 50% x 6M changes of address/year = 2,7 M€/year The solution proposed: - To set up an on-line service serving as a one-stop shop for change of address notifications

20. Product completed • Site at www.changement-adresse.gouv.fr (referenced in the French citizen portal and the most popular search engines) with 11 services

21. Quantitative and qualitative results • Very large frequentation: 268,639 requests validated from 17/05/2005 to 31/12/2005, 1 million requests from 17/05/2005 to 19/03/2007, one request corresponds to the change of address of one household. - High level of satisfaction: the service is considered to be useful (very useful) by 97% (87% respectively) of users (source: on-line survey on the site). - Great willingness to recommend the service: 99% of users are prepared to recommend using the service to their family, friends and colleagues (source: on-line survey on the site). • Positive side effects : new directions to improve quality… • getting the citizens’ email  automatic confirmations  performance measurements • centralizing the user support  visibility on local problems • proposing a common front office  friendly competition among services

22. Want to know more ? Contact DGMEVivien TRAN-THIEN Project Leaderwww.changement-adresse.gouv.fr vivien.tran-thien@dgme.finances.gouv.fr (+33)1 53 18 35 77

23.  To Declare on honnor info. accuracy & double click to sign his application How to create a company by Internet from the user point of view Payment Application Chambers of trade Chambers of commerce via CFE.Net portal Registrar of the ccial court / formalités.fr He submits his supporting documents by scan format Guaranty on data informations The entrepreneur or his agent plugs in to a web site and fills a form Receipt Paybox applic. recovers the payments & allocate them The entrepreneur pays on line with his visa The application form is confirmed & filed in the Registrar data storage The file is zipped & sends on the platform Infogreffe National Platform INFOGREFFE de Télécollecte Each submission is paid & displayed by Certeurope, time stamp third party Create request Registrar data storage He clicks on the link & inserts his certificate Reception by the registrar or trade chamber agent of a notification by e-mail «Requests on RCS or trade repertory » File He cheks in & process the file The checked request is legally filed in the electronic data storage of archiver third party

24. Register of Commerce :on-line registrationDominique Marolleau, ManagerGIE Infogreffedominique.marolleau@infogreffe.fr(+33)1 43 41 33 55