Single Window Multi-Channel Government: Enabling Citizen-Centric Service Delivery for All

1. Single window multi-channel government: enabling citizen-centric service delivery for allVideoconference Presentation (EN)Single Window Multi Channel GovernmentAspects of the German ExperienceCologne-Moscow, September 18, 2007Dr Axel G Koetz This document is complete only together with the oral presentation and the subsequent discussion. Methodology is intellectual property of KPI Cologne and only for use with permission of KPI Isolated use of individual exhibits might cause misunderstandings. Questions: Dr Axel G Koetz, KPI,: axel.koetz@koetz-ag.com; Tel +7 495 933 0553 or +49(0)221 94 11801

2. A Great Variety of Approaches and Channels in Germany Call Centers on all levels www. bund.de www. nrw.de www. finanzamt.de www. bildungsportal.nrw.de Federal and State Internet Portals (Special/General) www. berlin.de www. muenchen.de www. hamburg.de www. koeln.de www. duesseldorf.de Municipal / Regional Internet Portals Physical Access to services • Citizen • Office • Shop • center

3. Single Window Multi Channel Government in Germany: The Municipal Level SWMCG originated from the municipal level in the mid 80es and has a long tradition so far First „pilot“ was the Bürgeramt (Citizens Office) of the middle sized town of Unna (about 65,000 inhabitants) in 1984 Idea was to create the „one stop shopping“ agency for simple administrative services – long before internet and G2C were invented Today municipal citizen offices are standard in city administration and regional administrations. Bigger cities in most cases run citizen offices on rayon level Citizen offices are supported by electronic media

4. Single Window Multi Channel Government in Germany: The Federal /State Level „Citizen Service Centers“ on the state and federal level with direct Citizen contact do (almost) not exist for 2 reasons In most cases services to the citizen are delivered via the municipal administration Due to constitutional law federal and state organs are not allowed to interfere with the municipal administration But: In many cases federal and state level provide „back office“ services for the Municipal Citizen Service Centers Federal and State internet portals provide „Single Window“ access to services delivered outside the municipal level (Government Policy, Tax, Customs, Education…) 4

5. Single Window Multi Channel Government in Germany: The State Level 5

6. A Typical Center serving about 100,000 Inhabitants City of Cologne (1 Mio inhabitants) 9 CSC (Central Unit „Customer Center“ + 8 Rayon Units) with a coverage of about 110,000 Inhabitants each Main CSC Areas of Service: Registration topics ID cards, Passports Driving Licenses Crime register attestations Most other city administration services to the citizen also available in branch offices of the specialized administration Integration of „physical“ and web based services Cologne is neither „worst“ nor „best“ supplier but stands for what average cities give to their citizens… 6

7. CSC als part of a SWMCG - Concept SWMCG: integration of the complete service package Internet Portal: Comprehensive Information, Downloads, Services Supply Call Center: Information Simple Services Appointments CSC: limited number of day-to-day services

8. SWMCG: Multi Channel rules Multi Channel Rules: All services will be deliverend to persons who just drop in or makes appointment by telephone For most services the citizen can get online all preparatory documents before and prepare them at home (e.g. passport, id) Some services are delivered alternatively 100% online (tax declaration, tax payment) Some services (still) need a personal signature and are delivered partly online / partly by mail or visit

9. Selection of Services for the CSC CSC Services Core needs of citizens Mass services To be produced in an „programmable“ administrative process No special scientific or technical knowledge of civil servants needed Not for CSC Services for specific industries Services with low demand Services which need collection of specific additional information Services which need specific scientific or technical knowledge Putting too many and too diverse services in the CSC leads to CSC suicide, but specialized administrations also may use SWMCG methods

10. Physical and electronic SWMCG Services:Sample Introduction Sequence Services relates to small businesses Services related to social affairs Payment Trans action/ Services Down loads of forms Infor mation Services related to local licenses, fees, taxes Services related to Car+Driver Passports/ID Registration Information Services

11. Legal Form CSC is an integral part of the respective city administration and reports to a deputy mayor Hierarchical position in the city administration Online services: A part of the central administration department (sometimes of the IT-Unit) CSC: Element of an (enlarged) registration department (mainly due to historical reasons) An own city department, in big cities with outlets in the rayons A unit of the rayon administrations, sometimes with a central customer care center Functional responsibility for specialized services remain with the respective specialized administration

12. Sample Org Sheet: Administration of the City of Cologne Mayor DM 2 DM 3 DM 4 DM 5 Deputy Mayor 1 (Administration, Law, Order) DM 6 Dept for Information Technology Dept for e-Government and Online Services Dept for Organization Dept for Human Resources Other Dept Citizen Service Centers 1-9 Citizen Service Centers 1-9 Citizen Service Centers 1-9

13. Bundling of Services on Workplace Level Services of various specialized administrations are bundled on the level of the workplace, this means All employees can handle almost all „services“ of the CSC There are CSC-Employees and NOT dedicated employees of a specialized administration anymore They are specially trained to handle applications and deliver services of different specialized administrations Selection of services follows the daily needs of citizens and partly small businesses Complex services remain with the specialized administration

14. Multi-Level and Back Office Workflows Multi-Level workflows incorporate more than one administrative level, for example Civil Status Register (planned): CSC, State level (central registers), federal level (law) Drivers license: CSC, federal level (Road transport agency) Passports / ID-cards: CSC, federal level (Federal Printing House) Qualified back office communication and workflows needed to satisfy customers – success differs: Passport in Germany: 6 Weeks Passport in Austria: 1 Week

15. Integration of Services Delivery Channels(Example: ID, Passport) Information on CSC Web page or via call center Visit to CSC Get documents by mail Download of forms Alternatively: Wait for information of completion Black Box: Communication with other admin levels or service providers Filling in at home Come to CSC to get documents Agreement of Reception day / Time (online or call center)

16. Creating Single Window ServicesProject Example: Planned Civil Status Register Принятие решений Принятие решений Принятие решений Общее управление проектами Рабочая группа Контроль/управление проектом 3 Контроль проекта 2 Контроль проекта 1 Управление проектом 1 Управление проектом 2 Координация Консультант

17. CSC Personnel and Aspects of Motivation Typical front office staffer (Rank level: „Middle Service“) Completed middle / higher school education Administrative Education (2 – 2 ½ years) with exam May be tenured (life time) civil servant or contract employee Special training in service delivery related to the variety of services and the customer contact Higher payment compared with single-service delivery (due to higher variety of work and broader qualification)

18. Motivation Aspects on Management Level Administrations as well as civil servants are highly motivated to implement SWMCG and CSCs: High profile projects and their protagonists on all levels are well known in the experts community Broad experts community discusses achievements Losts of publications and opportunities to present own project results Numerous Exhibitions Competitions and Prizes for excellent soulutions Involvement of private IT-/Consulting firms Major federal program related to e-Government

19. CSC / SWMCG – Present Topics Data protection Problem: Should all CSC employees deal with all data of all citizen ? Full online application Problem: Missing electronic signature for verification Electronic payment Problem: Processing of CC and Bank Payments within the public institutions

20. End of the PresentationThank you for Attention