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Implementing Electronic Services Transnational Guidelines and Perspectives

Cor Franke
Social Insurance Institute, The Netherlands
Paul Zeef
Ministry of Social Affairs, The Netherlands

Electronic services to citizens are a growing concern to governments all over the world, not in the least in the domains of social security and labor market. It was at the Montreal Conference of the ISSA – the International Social Security Association – in 1999 that many organizations in many countries showed to be grappling with many questions concerning the implementation of electronic service delivery. In order to elaborate on experiences of implementation, the ISSA and three Dutch member organizations arranged an expert work shop on implementation strategies for E-government in social security in the Autumn of 2000. This report summarizes the experts conclusions on strategies, methods, do´s and don´ts. It emphasizes the importance of a mix of technological, political, legislational and organizational prerequisites. The considerations encompass the following domains or perspectives: (i) Infrastructure, being the technical devices such as network components, servers, protocols, instruments for client identification, which needs some cooperation or coordination between social security organizations; (ii) Data management, which poses the question how governments can avoid to ask citizens or employers for the same information twice; (iii) Standards and responsibilities, dealing with scope, and with how they are to be established, implemented and maintained; (iv) Client appreciation, one of the key issues when designing the services, which ones and how; (v) Issues of flexibility, which are related to changes in legislation, in technical standards and client appreciation; and last but not least: (vi) Costs and benefits, the context of justification for investments. For each domain or theme, context, goals and experiences are stated first. Only a few examples are described in the report itself. Each theme ends with do´s and don´ts, aiming at the promotion of action, at the reduction not the ignorance of complexity. A range of illustrative cases is described in a separate appendix.

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Reference:Franke, C., Zeef, P. (2003). "Implementing Electronic Services Transnational Guidelines and Perspectives," University of Amsterdam, Netherlands . Sprouts: Working Papers on Information Systems, 3(3). http://sprouts.aisnet.org/3-3
Keywords:Electronic Services, Social Security
Item Type:Article - Volume 3 Article 3 (2003)

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