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Revolutionizing Public Services: E-Government Implementation in Austria

Explore Austria's exemplary e-government system, achieving 100% online availability. Discover the strategic factors contributing to its success, from political support to data protection. Dive into the legal framework, eID services, and access to e-business and e-government functionalities. Get insights into the sophisticated e-government maturity levels and the collaborative efforts driving digital transformation in Austria.

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Revolutionizing Public Services: E-Government Implementation in Austria

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  1. E-Government in Austria Organisation – Implementation - Cooperation Christian Rupp, Austrian Federal Chancellery

  2. Federal Republic of Austria Area: 83 870.95 km² Population: 8 174 733 12 federal ministries 9 provinces 80 district administrations 2357 municipalities Internet usage Population: 71% Companies: 95% Municipalities Homepage: 93% Broadband: 83% eForms: 71%

  3. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Italy Latvia Spain Malta Ireland Poland Turkey France Iceland Norway Austria Cyprus Finland Greece Estonia Sweden Belgium Bulgaria Hungary Slovenia Slovakia Portugal Romania Denmark Germany Lithuania Switzerland Netherlands Luxembourg Czech Republic United Kingdom Full online availability EU27+ Individual country ranking regarding full eGovernment online availability in 2007 „Austria is the first EU Member State to achieve a 100% fully online availability, which means that for every service measured in this survey, each citizen or business has the possibility to access the service via a fully transactional electronic channel.“ EU Commission

  4. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Italy Latvia Spain Malta Ireland France Turkey Poland Iceland Cyprus Norway Finland Austria Greece Estonia Slovenia Sweden Belgium Bulgaria Hungary Slovakia Portugal Romania Germany Denmark Lithuania Switzerland Netherlands Luxembourg Czech Republic United Kingdom Online sophistication EU27+ Individual country ranking regarding online eGovernment sophistication maturity in 2007 „The overall 76% score achieved on sophistication maturity is the average of all the surveyed countries - with this scoring, Austria remains at the top of the web-based benchmark on electronic public services for the second year.” EU Commission

  5. factors of success • backed by highest political level • strength through coordination and cooperation • trust and security • privacy and data protection • eGovernment law • interoperability and standards • transparency and efficiency • g2g – eGov Training Academy • citizen centricity • eInclusion / usability • g2b, g2c – eGov Marketing

  6. Cooperation: CEN and EU - - Parlament CIO federal government CIO federal government Federal ICT Federal ICT ICT ICT Federal Executive Federal Executive 2005+ 2005+ Secretary Secretary Building Synergy: Building Synergy: federal federal – – local Government local Government 2002 2002 2003 2003 2004 2004 2006 2006 2001 2001 2005 2005 observing cooperation among the federal levels is crucial  about 70% of administration is NOT at federal level  the way of working together has a top priority to be successful

  7. Federal Government Spokesperson Management CIO Digital Austria Local and National Governments - Chamber Organisations and Industry Digital Austria Digital Austria eCooperation Board Federal ICT Board Provinces, Municipalities, Regions Ministries ICT in the public sector is like a large vessel it needs clear decisions quite ahead before real movement can be planned

  8. eGovernment Act  legal basis • entered into force on 1st March 2004designed especially for the electronic communication between citizens and the business world with and between public administrations • considers Data Protection Act 02 • defines terms and rules • identity and authenticity • citizen card function • source identification number • unique identification in data files • sector-specific personal identifiers • official signatures • citizen card use in private sector • electronic delivery http://www.digital.austria.gv.at/DocView.axd?CobId=31191

  9. eID AUSTRIA :: LEGAL BACKUP E-Government Act identity- link (SAML) mandates(SAML) source PIN sectorspecificeID citizen card supplementREGISTER standard-document REGISTER officialsignature source PIN REGISTER 16.4.2008

  10. Legal framework (excerpt) Legal Bases General Admin. Procedure Act 1991 Electronic Signature Act Delivery Act Data Protection Act 2000 E-Goverment Act Fed. Law on Associations 2002 Fee Act 1957 Register of Buildings and Homes Act Register of Residents Act 16.4.2008

  11. Bank cards: Each bank (ATM) card issued since March 2005 is also an SSCD (prepared, citizen is free to activate the citizen card function) Health insurance card:Rollout to each citizen started May 2005 finished November 2005 (prepared, citizen free to activate) affinity cards eID Citizen Card http://www.buergerkarte.at/index_en.html Access to e-business: • eBanking • eBilling • eProcurement • CyberDoc • Archivium • eDelivery Access to e-gov: • eForms • eHealth • eDelivery • eDocument-Safe • eUniversity • eVoting Within administration: • eSignature • eRegisters • eFile System

  12. Help.gv.atportal central registers and ELAK- Backoffice electronicdelivery service

  13. Virtual guide on Austrian authorities since 1997 • ~ 200 Live Situations, > 350 online procedures, > 1.000 eForms, Target Groups - WAI-AAA • > 15.000 visitors per day,> 110.000 documents per day, ~ 1.000 questions and remarks p.m. • ~ 200 content Partner • Partnership with municipalities • International awards (EU, UN) • One-Stop-Shop • myHELP – personalised services

  14. HELP-Partnership Provides authorities of municipalities the following opportunities: • HELP Content Syndication • simple and quick integration in Partner-Website • “Look and Feel” of Partner Website remain • current maintenance and quality assurance by HELP • up to date on a daily basis • Birth • Trade • Marriage • Motor Vehicles • Driving Licence • Identity Card • Passport • End of Life • Removal • Elections • Administrative procedures online for HELP-Partners • Basis package of 22 nationwide valid online-forms, e.g. • Birth Certificate – issue • Trade – Registration-/Notice of Departure-/Notice of Change • Marriage Certificate – issue • Election Card – Request for issue

  15. 2. Submit data 1. Fill in form 3. Validate data 4. Request payment 5. Payment online 6. Confirm money-transaction 7. Proceed in backoffice 8. Finalise report 10. Receive report 9. Transmit report Motivation/Goalconsistantelectronic procedures

  16. ID Open Source eGovernment • Identification (MOA ID): module for a secure login using the citizen card concept. • Verifying Signatures (MOA SP): module consistently verifies electronic signatures. • Mass Signature (MOA SS): electronic documents, bills et. • Electronic Delivery (MOA ZS): module serves as an interface between the electronic workflow and the delivery to the end user. • MOA-VV • MOA-AS Modules for Online Applications server modules procured by federal government available free of charge ** ** except for 3rd party libraries (crypto library EGIZ)

  17. Applications … • Handbook of diacritic characterhandling (UTF 8 bzw. 16) • XML-Inboxreceipt (wie bringe ich Antrag ein) • XML-Toolbox (Geschäftszahl, Zuordnung) • XML-Search for Web-Services (generische Suchanfrage zwischen Registern) • XML-Soap-Faults and handling • XML-Persondata structure • XML-BusinessObject structure • … Styleguide e-forms http://www.ref.gv.at/uploads/media/sg-stg_2-0-0_ENGL.pdf • Minimal solution: form free • Download form: Önorm-compliant • Online form: styleguide-compliant – online dialogues, uniform data blocks

  18. Presentation layer user-interface FormService Sign Citizen card validation HTML/ Secure XFORMS (check at browserlevel) Viewer [store, restore, print] Identify XML (Olapp) XML (Olapp) validate send Businesslogic - Validation (semantc, complete), XML/Olapp External partner validate, send Signature proof (MOA-SP), sending Olapp/PVP Olapp/PVP Dispatcher Inbox and confirmation, Backoffice Zwischenspeicherung Olapp/PVP Olapp/PVP Register, DB, BO-application Workflow, applications, … Olapp/PVP Olapp LDAP etc. Businesslogik E-government communication architecture

  19. Regionalizing • Form selection + Fill in of Postcode/Town • => regionalized information and form and/or Online-Procedure • => Authority data (if there is no form available)

  20. Backoffice – business registration Company reg Social security Tax office Community, police etc. occ. Central register Service provider request Regional register Chamber of comm. request

  21. ELKAT-Services Procedure domains/procedure groups (vlb) • BW: Build&Live • BW-WF: promotion of housing Life/enterpr. Situations (ls) • HE: marriage • UL: holidays • ZU: house moving Necessary for the Exchange: Key systems • vlb x.x.x -> • vkz x.x.x (incl. groups) -> • ls x.x.x -> • Gkz Gemeindekennzahl Services & Interfaces • List of proc for ls x • Description for proc x • proper authority for proc x in region y Procedure/detail proc • House reconstruction • Driving license • Driving License duplicate Authority (vkz) • BFA-27: Fin.Amt Mödling • L6BH-HB: BH Hartberg Regions (gkz) • 6000: region of Styria • 60700: Bezirk Hartberg • 60748: Bad Waltersdorf

  22. Central Register of Residence • since 2002 all communities recording the residence data of persons living in Austria online via the internet • possible to obtain a complete list of all residence of a person in Austria by one mouseclick • including contact address in the case of prisoners and homeless people • linked with the Register of Buildings and Dwellings, Register of Addresses, Register of Land, Register of Companies, … • ensures that the CRR processes only existing data on addresses, buildings and dwellings (including GEO coding) and that all changes (e.g. re-naming of a street) are done automatically • basis for many tasks of the public administration: electronic register, intergovernmental equalisation, the population census, the electronic citizen card • also enterprises can use individual data http://zmr.bmi.gv.at

  23. Application: criminal record certificate

  24. Check for identity via citizen card

  25. Application form

  26. Signature of application

  27. Electronic payment

  28. Success

  29. Electronic delivery - notification

  30. Login at delivery service

  31. Login – identification & authentication

  32. Overview delivered items

  33. View/ forward/ print/ save the certificate

  34. eDocs date and time unique form id logo of authority signature value CA and serial number validity hint electronic documents need the potential for being authentic - even if printed on paper such documents shall keep validity Official signatures serve to facilitate recognition of the fact that a document originates from an authority.

  35. European Interoperability Framework

  36. the basic elements Inter- operability eID eDOC

  37. Barrier free • unhindered access for all citizens • WAI AAA-Level • easy-to-read • clear and simple navigation • kiosk systems (Multimedia Stations)

  38. Lessons learned • 1.8 contacts / year / austrian -> HOW to learn the users?! • Modularity & granularity • Interfaces and Specifications • Open source e-government • E-government quality mark • Training academy - Organisational challenges • Collaboration • Semantic patterns • ddd - define, discuss & deploy • Standards – but which one?! • Integration in backoffice • Usability • sustainability • …

  39. eGovernmentit‘s a journey not a destination!Questions?Organisational Topics:Christian.Rupp@bka.gv.atAustrian Federal ChancelleryTechnical Topics:Peter.Reichstaedter@bka.gv.atAustrian Federal Chancellery http://www.digital.austria.gv.at/DocView.axd?CobId=19394

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