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Social Security Network
Institution: Crossroads Bank for Social Security
Theme: Knowledge Management in Government, Citizen Engagement
Implementation Date: Jan 01, 2002
Summary: This case is an example of the re-engineering of a major business process that was carried out by about 2,000 social security institutions.

Their close collaboration led to the implementation of a network for electronic information exchange, which includes public and private institutions from different levels of government (national, regional and local).

Network access is progressively extended to other departments and institutions, including the institutions of the regions and communities and private companies offering services of general interest. All the institutions connected to the network can mutually consult their databases and exchange up to 169 different types of electronic messages.

In 2002, more than 242 million messages were exchanged while in 2003, the figure was 339 million, which saved as many paper declarations or certificates.

An integrated workflow has consequently been developed between companies and social security institutions. A social security portal containing integrated services (information and transactions) is available.

Intended for citizens, companies and public institutions, it contains over 4,000 pages of information and, at the present time, 16 operational transactions. The case was cited as a best practice in the most recent Web-based survey on electronic public services carried out at the request of the European Commission.
Impact: E-government in Belgian social security is a successful combination of back-office integration and an e-portal solution.

The system leads to efficiency gains for all concerned parties. Services are delivered at a lower total cost and more services are delivered in less time. More important than the efficiency gains, however, are the gains in effectiveness.

The system makes it possible to deliver services according to a higher quality standard. The service delivery also is more transparent to the customers, who have the possibility of executing control over the service delivery process by accessing their own files.

Security and privacy protection is more or less guaranteed by the implementation of adequate organizational, technical and legal measures. In addition, a number of new services can be provided.
Source: European (Europa)
Project Home URL: http://www.socialsecurity.be

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