Transforming

Public
Services

eEurope Awards 2005

Exhibition Catalogue

LEGAL NOTICE
By the Commission of the European Communities, Information Society and
Media Directorate-General.
Neither the European Commission nor any person acting on its behalf is
responsible for the use which might be made of the information contained in
the present publication. The European Commission is not responsible for
the external web sites referred to in the present publication.
The views expressed in this publication are those of the authors and do not
necessarily reflect the official European Commissions view on the subject.
Please note that all information disseminated through this catalogue has
been provided by the project-owners on a basis of confidence, as well as on
the agreement that it may be disclosed to the public.

European Communities, 2005

Reproduction is authorised provided the source is acknowledged.

eEurope
Awards
website:
http://www.eeuropeawards.org
Designed and typeset by the Publications Service, EIPA, The
Netherlands. Printed by Atlanta, Belgium.
EIPA wishes to acknowledge the financial support of the European Commission
provided through the eEurope Awards Project IST-2001-38016.

Foreword
A new start has been given by the European Union to the Lisbon Strategy
emphasising a partnership for growth and jobs between all stakeholders
and support from the European Commission.
In this context, the European Commission recently launched a new initiative
i2010 A European Information Society for growth and employment to
create an Information Society that makes Europe more attractive as a place
to live, work and invest and therefore directly supporting the Lisbon
Strategy.
Information, communication and media industries are on the verge of a new
phase of growth based on the convergence between high speed broadband
networks, audio visual media and electronic devices and the new services
that will run on these converging systems. eGovernment is part of this wave
of growth. Businesses and citizens expect government services to be quick
and efficient, just like all the other services that they use in their lives. The
policies in the i2010 initiative aim to underpin these developments.
eGovernment has the potential to meet the demands for these high quality
services in ways that are efficient and effective, transparent and inclusive.
This Ministerial Conference and Exhibition profiles real examples of good
practice to show that that eGovernment can deliver on its promise.
Therefore, I would like to thank all the Public Administrations that have
submitted their experiences to the eEurope Awards for eGovernment
2005. They are all valuable contributions to learning vital lessons and
exchanging good practice.
This Conference is a forum for exchanging experience and engaging
political commitment. I feel strongly that this is an area where Europe can
benefit from its diversity. Coming together and sharing results allows us to
learn quickly from our vast range of experiences.
Speed is of the essence, because I would like to see Europe leading the
way towards a new generation of modern, accessible and open public
services.

Viviane Reding
Member of the European Commission

Foreword

in charge of Information Society and Media

Acknowledgements
For their help with the summary of cases submitted for the eEurope Awards
for eGovernment 2005 I would like to extend my thanks to Antoinette
Moussalli, Jamal Shahin and Giuseppe Zilioli. Also, I sincerely appreciated
the coordination work done by Morten Meyerhoff Nielsen, as well as the
assistance with the compilation and editing of this catalogue by Lucy
Traunmller, Lauren Hollingsworth, Thomas Henkl and Matthias
Kreuzeder. Furthermore, I would like to thank Denise Grew and Willem
Huwa for their work relating to the layout and design of this exhibition
catalogue.
Finally, I wish to express my gratitude to the European Commission, DG
Information Society and Media, for entrusting us with this opportunity and
my team within EIPAs eEurope Awards Project Management Secretariat for
making the eEurope Awards for eGovernment 2005 a success.
Christine Leitner

eEurope Awards Project Management

Secretariat
The European Institute of Public Administration (EIPA) is providing the
neutral platform for the organisation of the eEurope Awards programme.
The Project Management Secretariat at EIPA is responsible for the
preparation, coordination and implementation of the awards scheme and
currently consists of the following members:
Christine Leitner, Head of Project Management Secretariat
Matthias Kreuzeder, Assistant to the Head of eEurope Awards Project
Management Secretariat
Tore Christian Malterud, Resource
Manager Morten Meyerhoff Nielsen,
Researcher Thomas Henkl, Research
Assistant Nicolette Brouwers, Programme
Organiser Denise Grew, Publications Coordinator
Willem Huwa, Assistant to the Publications Department

Table of Contents
Finalists

Enabling eGovernment
Theme 1: The right environment

LEPIDA The Broadband Private Network for Emilia-Romagna

Public Administration (Italy)
KZC@ Konekta Zaitez Ciudadan@ (Spain)
Local e-Gov The National Strategy for Local
eGovernment in England (United Kingdom)
PSB.ie The Public Service Broker (Ireland)
Webrichtlijnen Web Guidelines for eGovernment in the
Netherlands (The Netherlands)
FAST Secure Exchange Gateway (France)
eDavki (eTaxes) (Slovenia)
RRLC Online Registration of Rent and Leasing Contracts (Italy)
BEST Benefits Express (United Kingdom)
KSI ZUS Complex Computer System (KSI) for the Social
Insurance Institution (ZUS) in Poland (Poland)
PAP Public Administration Portal (Czech Republic)
IRISMAMMO Telemammography Programme in the Brussels
Region (Belgium)
FALSTAFF Fully Automated Logical System Against Forgery
and Fraud in the Italian Customs Information System AIDA (Italy)
CLIENT (The Netherlands)
SEAP Extended Electronic System for Public Acquisitions
(Romania)
ePS eProcurement Scotl@nd (United Kingdom)
Carta-IN (Italy)
Eastserve (United Kingdom)

Transformation
Theme 2: Government readiness

eCabinet Project of the Government of Ireland (Ireland)

E-LAW The Austrian E-LAW Project (Austria)
The DWP/DoH RTA Automation Project (United Kingdom)
EID Electronic Invoicing in Denmark (Denmark)

6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23

25
28
29
30
31

ehandel.no Public eProcurement in Norway (Norway)

eProcurement (Italy)
Communit-e Simplification of the Benefits and Medical
Recognition Application for Disabled People (Belgium)
eReadiness of Polish Customs Building up eGovernment
Readiness of Polish Customs (Poland)

Businesses and Citizens

Theme 3: Service use

HamburgGateway (Germany)
VIRK The Danish Internet Portal for the Danish
Commerce Sector (Denmark)
AthenaNetwork (Greece)
IRIS BCN Promoting Civic Attitudes in Barcelona through
a Customer Service Request Platform (Spain)
SISRCR Regional Integrated Health Service for the
Continuity of Medical Treatment (Italy)
TASTSELV.DK The Automated Tax Administration (Denmark)
eVERA Online Vehicle Licence Renewal (Malta)
CWO Careers Wales Online (United Kingdom)
Mijn IB-Groep Portal for Study Loans and Grants
(The Netherlands)
Kadaster-on-line (The Netherlands)
OVC Virtual Office of Cadastre (Spain)
SPES Scottish Parliament ePetitioner System (United Kingdom)
GIVA The Geneva Internet Voting Application (Switzerland)
RIES Rijnland Internet Election System: Fully Transparent
Election System (The Netherlands)
COT Meath County Council Communities Online Together
Initiative (Ireland)
e@SYConnects TV e@SY Connects Digital Interactive
Television Service (United Kingdom)
LCOL Leicestershire CareOnLine (United Kingdom)
Mobhaile Extending the Use of Information and Communication
Technologies (Ireland)
COURTPUB Electronic Notice Board of the Courts Publication
with Legally Binding Force and Services for Citizens on the Internet
(Austria)
EZB Electronic Journals Library (Germany)

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33
34
35

37
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59

Impact
Theme 4: Impact

AeL An Integrated Solution for Content Management and

Computer Assisted Training (Romania)
ROS Revenue Online Service (Ireland)
eGAMES eGovernment Assessment, Measuring and
Evaluation System (Hungary)
Fed-e-View Tool for Measuring the Degree of eGovernment
Development of Federal Administrations and Agencies (Belgium)
Implementing Benefits Realisation and Performance
Management in the Public Sector (United Kingdom)
TRAMER Traffic Insurance Information Center (Turkey

Submissions

61
64
65
66
67
68
69
71

INDEXES

112

Exhibiting submissions (by theme and topic)

114

Exhibiting submissions (alphabetically)

118

Finalists

eEurope Awards 2005

Enabling
eGovernment
The right environment

Enabling eGovernment
The
environment

right

Creating the best environment to enable

government, businesses and citizens to benefit from
transformation
The questions addressed by this thematic group concern how IT can enable better
government, and how it can create the right environment for eGovernment to transform
public administrations for the benefit of government, businesses and citizens.
[...F]irst policy priority is to use all means and instruments at our disposal to
create a modern, market-oriented regulatory framework for the converging
digital economy and to stimulate the availability of online content.
Viviane Reding, Member of the European Commission
This section focuses on the exploitation of new/cutting-edge technologies and
infrastructure, including public sector business transformation projects which explore new
technologies such as broadband or WiFi (Wireless Fidelity) to deliver a service and/or
transform the internal or back office processes of an organisation.
The implementation of a security and identification policy framework involves the
introduction of broad-based innovative solutions in security, identification and
authentication, which do not limit safety, privacy rights, openness and ease of access.
Public/Private partnerships allow the introduction of partners, with a range of required
expertise who will bring knowledge, ideas and resources into the public administration as
well as innovative contractual aspects. Successful business transformation projects clearly
founded on such innovative approaches are presented.
Skills and professional development in public administrations apply to cases that
demonstrate the implementation of effective skills training, professional development,
leadership and knowledge transfer. These areas of intervention improve the internal
capacity and capability to implement IT-enabled business transformation projects.
Governance and finance summarises the cases that demonstrate good governance or
financing models for sustainable eGovernment projects, cooperation frameworks
between different administrations, public-private partnerships, decision-making
structures
and mechanisms, legal and regulatory aspects and interoperability
frameworks.
Cases covering this theme include those relating to infrastructure (LEPIDA, KZC@),
frameworks for modernisation (Local e-Gov, PSB.ie), standards and methodologies
(Webrichtlijnen, FAST), Government services (eDavki, RRLC, BEST, KSI ZUS, PAP,

IRISMAMMO), government to business (FALSTAFF, CLIENT), organisation of services

(SEAP, ePS) and to community development (Carta-IN, EASTSERVE).

Enabling eGovernment

LEPIDA The Broadband Private Network for

Emilia-Romagna Public Administration
(Italy)
Infrastructure in Italian region builds on new partnerships to
connect services to citizens
Emilia-Romagna is an Italian region that has been keen to exploit the use of telematics to
further develop the geographical region. In this project, the right environment is
established through development and roll out of an infrastructure which is capable of
meeting some of todays high-bandwidth requirements.
The LEPIDA project has been operational for over one year and has already started
providing infrastructural support for approximately 50% of the public administrations
offices in the region. LEPIDA actively delivers a range of services including applications
for agriculture, healthcare, employment, GIS, eProcurement and urban safety.
This project is embedded in the National eGovernment strategy. It introduces the use of
broadband technology to connect over 400 public administrations throughout the
Emilia- Romagna region to enable the fast and accessible delivery of services for both
citizens and businesses. Without this initiative many communities could be denied the
opportunity to become connected.
It is based on an innovative model of public-private partnership, where the network
deployment is outsourced to local public companies who provide and maintain the
networks and deliver services according to a service level agreement defined and
monitored by the public administrations.
It is currently spearheading research into a number of additional methods of
communication including voice over IP. This infrastructure is therefore thinking about
sustainability of its environment.
www.regiondigitale.net

Contact
Regione Emilia-Romagna
Gaudenzio Garavani
+39 - (0)51 - 639 - 7617
[email protected]

KZC@ Konekta Zaitez

Ciudadan@ (Spain)

Basque Country tackles digital divide

This project, firmly embedded in the Basque Euskadi in the Information Society Plan
(PESI) has raised awareness in Internet technologies at community level in the Basque
country.
Based on broadband technology, a public network extends around the region delivering
a range of training programmes targeting a whole cross section of social groups,
including immigrants, retired people, the unemployed and others. These are brought to
fruition in the development of training rooms and centres (KZgunea), which provide
services and IT literacy training.
The training offered includes literacy and numeracy skills, language and cultural education
as well as a range of other courses, all delivered using information technology enabling
the teachers to increase citizens skills in the use of ICTs.
The courses are all free and backed by a number of local helpdesks staffed by trained
personnel who enable face to face support and guidance for service users. The system is
in use in all the municipalities (250) of the Basque region. Almost 10% of the population
are users of KZC@.
The portal has been given the Web Accesibility Certification AAA issued by CTIC
(Centro Tecnolgico de la Informacin y la Comunicacin) and ESI (European Software
Institute). This is the first certification given to a portal at European and worldwide level.
The design which takes into account the needs of all citizens, including the disabled,
was recently awarded the prize of Best Accessible Webpage of a Public Administration
in Spain given on Internet Celebration Day. This is a good example of one way to
bridge the digital divide with eInclusion policies and activities.
www.kzgunea.net

Contact
Basque Country Government
Begoa Gutierrez Lizarralde
+34 - (0)945 - 018522
b-gutierrez@ej-g v.es

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Enabling eGovernment

Local e-Gov The National Strategy for

Local
eGovernment
in
England
(United Kingdom)
The
UK

eGovernment

context

for

In the UK, the National strategy for local eGovernment in England consists of the
development of a technical infrastructure for delivering eGovernment services at the
local council level (covering 80% of total government services) designed to embed
eGovernment within the mainstream of organisational policy and practice.
Following extensive consultation with a broad range of stakeholders this national plan
was developed, backed by a large amount of funding from central government. It sets out
a vision, implementation framework and model for local eGovernment designed in a
bottom-up manner to transform the quality of services and the organisations that deliver
them.
The programme has overseen the successful delivery of 22 national projects, run by
local councils for councils to provide guidance and products that can be adopted all over
the UK based on a build once share many times philosophy. In addition every council
in England has to work within local and regional partnerships, thus building capacity
and increasing the potential to share information and expertise, whilst saving cost. As
a result of the strategy, the average council had made significant efficiency gains by
eEnabling 79% of services by March 2005, and was on course to achieve 100%
eEnablement by December
2005. This compares to 26% at the start of the programme in
2001.
Monitoring takes place through a series of performance indicators, which include
holistic outcome-based measures, which are reported on regularly to government by all
388 local councils in England through online Implementing eGovernment (IEG) returns.
Both councils and citizens benefit from the programme, the former through savings in
development time and costs and the latter through effective service provision which has
enabled a vast range of services to be accessible online.
ww w.localego v.gov.u
k

Contact
8

Office of the Deputy Prime Minister

Dr. Peter Blair
+44 - (0)207 - 944 - 4417
p [email protected]
k

PSB.ie
Broker
(Ireland)

The

Public

Service

Irelands framework for transforming delivery of public

services
The Public Services Broker (PSB), as developed by the Reach agency, consists of a
portal, common services, agency services and an integration infrastructure based on a
Service Oriented Architecture. It is a key element of the Irish Governments
eGovernment Strategy.
The principal function of the PSB is to allow agencies to communicate with each other and
with their customers using a single standardised connection. Agencies are required to
create one connection to the PSB which allows them to connect to all other PSB
agencies. Service delivery is effected by the exchange of XML messages via the PSB
messaging hub.
There are a number of common services provided by the PSB to all agencies and users,
these include comprehensive information on public services in Ireland (currently
1400), the Customer Registration process, the Public Service Identity Service, the Reach
Interoperability Guidelines.
There are also a number of services provided by individual agencies to other agencies
and customers using the PSB, these include the Child Benefit service and the National
Cancer Registry of Ireland for example.
Among the benefits for customers using the service are time and cost savings for
users who can now apply for services online, the single integrated registration
process ensures security, higher quality (full and accurate) personal data on file with
the administration.
The PSB has had a considerable positive impact on service delivery in that it supports
the creation of new virtual, cross agency services and facilitates the sharing of
information between agencies with removal of the requirement for paper documents and
forms. It delivers specific services, such as Child Benefit and the Death Event Publication
Service, which are measurable, not just in relation to cost savings. The automation of
some services has allowed the redeployment of staff and other resources. Services can
be provided independent of location and this supports the decentralisation element of
Irish government policy.
PSB is targeted at every user/consumer of public services in Ireland and therefore impacts
on a very broad cross section of people.
www.reach.ie

Contact
Reach

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Ger Coughlan
+353 - (0)1 - 6141507
ge [email protected]

1
0

Enabling eGovernment

Webrichtlijnen Web Guidelines

for eGovernment in the
Netherlands (The Netherlands)
Web
guidelines
eGovernment

for

This project provides guidance for the development of government websites covering
content, style, logic, accessibility, and standards compliance.
Websites that have met the guidelines have received positive evaluations in terms of
better user friendliness and accessibility, improved manageability, efficiency and ability
to st and the test of time in terms of future web developments.
This project puts the users at the centre and its inclusive approach safeguards the
interests of all communities including those with special accessibility requirements. It is
based on the principle that simplicity is the key to understanding and the
acknowledgement that websites are becoming the medium most used for the
transmission of information as well as services.
The guidelines are targeted primarily at government employees who are responsible for
commissioning web projects, and at contractors who build websites and web applications
for the government.
This project could be of interest to those who wish to develop or adopt an instrument for
creating optimally accessible websites that are effective, efficient, transparent and
inclusive. In the Netherlands, these principles for better government have been laid
down in the Cabinets Modernizing Government Action Plan.
webrichtlijnen.overheid.nl

Contact
ICTU Advies Overheid.nl
Raph de Rooij
+31 - (0)70 - 8887850
r [email protected]

10

FAST

Gateway
(France)

Ensuring
France

Secure

eSecurity

Exchange

in

The full deployment of a trust infrastructure for secure transmission of official

documents between central administrations, decentralised bodies, civil society
organisations and other institutions is one of the key requirements of eGovernment.
This application allows rapid and secure exchange of official documents between a wide
range of organisations by the means of an extensive focus on security and trust issues
in the context of the currently available state of the art technical solutions.
FAST provides a set of administration services to the local authorities and benefits to the
citizens by speeding up their administration procedures and making operations
transparent. It offers, for citizens, a reduction in the administrative burden, as much
information is now securely digitised and accessible within the system to different
sections in the public administration.
More than 180 officials participated in the pilot phase alone with more than 10,000
exchanges of documents since the launch in December 2003, and elected officials are
increasingly using the electronic signature offered by the system. The pilot took place in
the French dpartement des Yvelines, and now reaches 44 of the 100 French
dpartements with 4 applications.
It is a public-private partnership that focuses on comprehensive back-office and frontofficereform. Overall it reveals: a joined up approach by being fully interoperable
deployment with support and user training and security with authentication and ongoing
infrastructure service and maintenance. This is a highly efficient model that could be of
great interest to others, and that the eTen programme is now considering for initial
deployment.
www.fast.caissedesdepots.fr

Contact
Caisse des depots et consignation
Etienne Combet
+33 - (0)1 - 58507384
[email protected]

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+33 - (0)1 - 58507434

[email protected]

Christophe Vattier

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Enabling eGovernment

eDavki
(eTaxes)
(Slovenia)

The
Slovenian
system

eTax

eDavki is a sound, secure, complete business solution combining a web portal with
back office integration and the highest level of security based on a PKI infrastructure. It
is fully integrated with other government institutions to enable information exchange.
The system allows individuals and companies to file taxes online using a digital
certificate issued by any registered certification authority in the country. In this way it
helps increase the take-up and use of digital certificates not only for tax filing, but for
other public and private purposes as well.
This solution has had 15% take up in 2004 by VAT payer users and 50% take up rate
for employers reports on students employment. New efficiencies were created for the
tax administration by accelerating the processing of tax returns, cutting down on paper,
reducing errors due to data re-entry and improving employee productivity.
This case demonstrates how an eGovernment solution is helping to guide citizens in
Slovenia into the information society and stimulate the local digital economy. This is a
particularly sound model for accession states, providing a citizen focus, within a sound
and trusted environment.
eDavki.durs.si

Contact
Slovenia Ministry of Finance Tax Administration
Andja Komo
+386 - (0)1 - 478 - 2883
[email protected]

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RRLC Online Registration of Rent

and
Leasing
Contracts
(Italy)

Online
tax
management

payments

for

property

The Italian Revenue Agency has introduced a service that enables citizens and
companies to register rent and leasing contracts online. The service has been operational
for all users since January 2002.
RRLC allows all end users to register rent/leasing contracts, to carry out the
administrative tasks after registering the contracts and to pay the taxes due in the same
transaction, thus freeing up time and simplifying complex processes.
The technology is predominantly web-based and uses java and XML to automate and
store records. The innovation in the system is that it combines legal and technological
innovation, enabling citizens to interact directly with the public administration, rather than
having to go through an intermediary.
The system has grown from 30,000 transactions in the first year to nearly half a
million in
2004.The Revenue Agency is currently trying to examine whether the system can be
extended to other uses and tasks. In the same domain, research is being done into what
can be done with the current data to make services related to rent and leasing contracts
easier for all stakeholders.
This national project has facilitated the development of interactive services for the
citizens of
Italy
.
ww w.agenziaentrate.go v.i t

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Revenue Agency
Paola Di Napoli
+39 - (0)6 - 5054 - 3242
[email protected]

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Enabling eGovernment

BEST

Benefits
Express
(United Kingdom)

eBenefits delivered in Halton,

UK
Halton Borough Council locatedin North West England has developed an eService enabling
the direct delivery of services relating to the payment of social security and other
benefits to the community.
This initiative links the benefits payment office directly with claimants, and has cut down
the mass of paper correspondence that used to be received by 75%. It has also
drastically shortened the average time it takes from lodging a claim to the payment of
benefit money from six to two weeks.
It is supported by a mobile Benefits Express Bus, an outreach service staffed by
council officers. The bus is linked to their computers via 3G technology.
The Benefits Express Bus both enables face-to-face contact for citizens with complex
claims and immediate updating of benefits records. This project has meant that an
increase of almost 250,000 in claims for welfare rights has been processed. The
issue of benefits take-up has often been slow in the UK, because of lack of access to
information and the paucity of communication.
This is an interesting approach, with a mixture of technology and outreach, attempting to
deal with inclusion in terms of the public sector.
ww w.halton.go v.u k

Contact
Halton Borough Council
Peter McCann
+44 - (0)151 - 4717430
[email protected]

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KSI ZUS Complex Computer System

(KSI) for the Social Insurance Institution
(ZUS) in Poland (Poland)
Through pension reform to an information
society
This nationwide project paved the way to the development of an information society by
building on the infrastructure for pension reform in Poland. Since January 1999, each of the
20 million people insured has had to have an individual account in order to ensure the
automatic collection of information on social security and health insurance contributions are
made on their behalf.
There are 2 million employers who are obliged to make monthly contributions for all
their employees. This has led to over 260 million settlement documents per year being
handled electronically, thanks to the comprehensive and secure information technology
based solution which is at the heart of this highly effective system. 13 times more of
information than before the reform is now processed.
ZUS, as the first public institution in Poland that has made it possible to submit
documents by secure e-mail. Small enterprises may still use traditional hard copy, with
advanced technology document scanners being used to digitise and store paper based
information. More than 75% of payees file eDocuments via Payer software, that is a
part of KSI ZUS system. This accounts for 90% of all information submitted to ZUS.
The electronic data transmission channel communicates with Open-End Pension Funds
(OFEs), financial intermediaries and the National Healthcare Fund (NFZ).
This provides an infrastructure that enables workers in Poland to better plan the savings
for their pension before they retire.
This is a model for government modernisation that contributes to the development of the
right environment for eServices that benefit all.
www.ZUS.pl/english/english.pdf

Contact
Social Insurance Institution
Aleksandra Wiktorow
+48 - (0)22 - 8400222
[email protected]

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Enabling eGovernment

PAP Public Administration

Portal
(Czech Republic)

Public Administration
Republic

Portal

of

the

Czech

This Public Administration Portal has been developed by the Ministry of Informatics in the
Czech
Republic and has been in operation since October
2003.
A major back office re-organisation was required in order to enable the new system to
communicate between a range of departments, thereby enabling a single portal.
The portal comprises a directory of administrations and information regarding both national
and EU legislation. There are also online services which enable transactions between
citizens and government, business and government and government and government.
The Guide through the PAs activities is based on the obligation that all PA bodies
have to publish public services (such services as issuing passports and driving licences,
submitting pension insurance files etc.) procedures on-line in a structured form. This
includes information such as: who can apply/use the service; where and when the service
is available; what is the fee; links to relevant legislation; links to electronic forms and
services if they are available and who is responsible for the service etc. The application is
linked to the other applications on the portal such as the directory, legislation, map
services and others.
The portal represents a model for supplying public information in a uniform and a high
quality manner and demonstrates good practice in providing the right environment for
eGovernment.
ww w.por tal.gov.c z

Contact
Ministry of Informatics

16

Jitka Novotn
+420 - (0)2 - 21008522
[email protected]

17

IRISMAMMO Telemammography
Programme in the Brussels
Region (Belgium)
Brussels
introduces
programme

reliable

telemammography

The introduction of this breast screening programme for women between the ages of 50
and
69 in Brussels and its region provides a service that enables remote breast health
checks every two years. IRISMAMMO is the name of the network and accompanying
teleradiography service that facilitates these health checks and enables them to be far
more efficient and effective.
IRISMAMMO facilitates the transfer, reading and storage of mammograms and improves
the service for the general public by integrating the processes of health checking and
reporting. It is monitored by a panel of specialist radiologists who check the readings
against the x-rays to ensure accurate interpretation of the findings.
By putting forward generic solutions that can be adapted to the transmission of other
forms of medical imaging in a Grid-technology compliant environment, this regional
service provides many benefits for citizens, the hospitals, and the region: it reduces the
period between examination and result, reduces the amount of travelling done by
specialised radiologists, and promotes scientific excellence.
It is devised and implemented by a multi-disciplinary team involving doctors,
University- based healthcare specialists and IT experts in the Brussels Region. This
model can easily be adopted and adapted elsewhere as has been the case with the
partnership with Beijing.
In order to support it the Belgian team have devised a high quality programme of
eLearning in medical imagery which has recently been funded by the European
Commissions Leonardo Programme and is shortly to be implemented.
www.brumammo.be

Contact
Brussels Region Information Center (BRIC)
Sorin-Titus Cocea
+32 - (0)2 - 282 - 1978
[email protected]

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Enabling eGovernment

FALSTAFF Fully Automated Logical

System Against Forgery and Fraud in the
Italian Customs Information System AIDA
(Italy)
Online systems to combat counterfeit and fraud
The demand for designer label and luxury goods has led to a rise in counterfeiting and
piracy. This problem also affects medicines, childrens games and toys, and even foods.
This groundbreaking project involved the introduction of a system to identify counterfeiting
and fraud in the supply chain. Companies wishing to participate only have to supply details
of their products (photographs, leaflets, manuals) to allow for easy recognition of authentic
products.
A technology package called AIDA is capable of generating reports which outline risk
profiles for products from the information supplied by companies. Falstaff also enables
trade associations to create interactive multimedia web pages, generating an electronic
handbook to which customs officers can refer.
The system is used right across Italy and operates 24 hours a day. It handles information
from trading standards bodies, trade associations, companies producing goods and
consumer bodies and associations.
It has a particular relevance in the context of transferability, as many other countries
can use some of the processes and technologies developed. In addition, there are clear
back- office cost benefits and very significant efficiency gains, due to the fact that
more fraud is identified and necessary action can be taken.
ww w.agenziadogane.gov.it

Contact
Italian Customs Agency
Teresa Alvaro
+39 - (0)6 - 5024 - 6519
[email protected]

18

CLIENT
(The Netherlands)

Controls on import and export of agricultural

goods
The Dutch government has introduced an online service that simplifies and improves
procedures for government and importing businesses and at the same time reduces the
administrative burden on businesses. The introduction required the complete overhaul
and redesign of the enforcement and monitoring processes at the borders with
neighbouring countries for products of animal and vegetable origin.
From April 2003 when the EU Internal Market requirement on cut flowers inspection came
into force, the take up of electronic declarations rose to over 90% of the number of
shipments, and the average processing time of a declaration was reduced from 24 to 12
hours.
Having harmonised the business processes required to track all agricultural products
with those carried out by the Dutch Customs Agency and others, the overall service
delivery has been speeded up and made more efficient.
Multiple data collected by a number of different agencies can now be brought together,
which has required a major exercise in co-operative and joint working between
businesses, government agencies themselves and those engaged in agriculture.
This is a clear example of the Dutch government providing the right environment for all
aspects of eGovernment and one from which the rest of Europe can clearly benefit.
www.ictal.nl

Contact
Ministry of Agriculture, Nature and Food Quality (LNV)
Ir. G. F. C. Heijink
+31 - (0)70 - 378 - 4272
[email protected]

19

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Enabling eGovernment

SEAP Extended Electronic System for

Public Acquisitions (Romania)

eProcurement
authorities

for

public

The Extended Electronic System for Public Acquisitions has been developed by the
General Inspectorate for Communications and Information Technology in Romania. This
project has implemented an ICT infrastructure for public institutions to procure goods and
services via the web. This relies upon open standards to allow interoperability with
similar European systems.
Since 2003, the website and the service itself have undergone change, bringing it into line
with the European Public Procurement Directive. It allows for open and closed procedures
of many different sorts, mainly reverse auctions and one-time sealed-bid offers.
At present the system features some 1,000 public authorities. More than 3,000
companies use the services, and the site receives over 20,000 visitors per month.
This has resulted in over 150 million in direct savings, which is a total of 24.5% of the
previous running costs of the services.
The system has three major advantages: it renders the public procurement process more
efficient and transparent; it simplifies participation in these public procurement processes,
and it has been a driver for technological development and increased competition in the
public procurement sector.
This service is part of the Romanian governments plans to lay down the right environment
for public administration modernisation and encouraging economic growth in Romania.
www.e-licitatie.ro

Contact
General Inspectorate for Communications and Information Technology
Bogdan Furnica
+90 - (0)21 - 3032923
[email protected]

20

e PS

eProcurement
Scotl@nd
(United Kingdom)

eProcurement
development

supporting

economic

The eProcurement Scotland Service (ePS) developed by the Scottish Executive (SE)
enables the entire Scottish public sector, including central government, local authorities and
the National Health Service, to benefit from the cost savings and efficiencies of
eProcurement.
ePS is a fully hosted and managed 24x7 eProcurement system which provides a range of
additional services including eTendering, eAuctions and transactional purchase to pay
solutions.
The service is designed to carry out transactions with any supplier, from SME to
multinational supporting Scottish Ministers intention of making Scotland the easiest and
best place to do business with the public sector.
The underlying objective of the service is to catalyse large scale change in the conduct of
public sector procurement in Scotland. ePS is a business change programme that sits at
the heart of the efficient Government agenda, locking procurement practice and
process improvements into place through the use of e tools, driving forward public sector
excellence
encouraging investment, employment and economic
activity.
The take up of the system is well ahead of schedule. The target of 50 public sector
organisations using ePS by the end of 2005 has already been exceeded. 60 organisations
are currently using ePS placing through the service 260,000 orders worth 270
million. Each order placed in this way provides savings in processing time, speed and
accuracy and to date has achieved over 50 million of identified cost savings.
www.eprocurementscotland.com

Contact
The Scottish Executive
Ian Burdon

21

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+44 - (0)131 - 244 - 3493

[email protected] v.u k

22

Carta-IN
(Italy)

Enabling eGovernment

A credit card for eLearning

A Credit Card for eLearning has been developed in the Campania Region of Italy, where
unemployment is still much higher than in other parts of Europe, particularly among those
aged between 18 and 25.
The research literature has shown that employment prospects increase if the potential
candidates have IT skills and can speak a second language. Carta-IN is their passport to
acquiring these skills. The candidates receive loans for the purchase of computer
equipment and training modules, to be repaid at very favourable interest rates. These
enable candidates to access eLearning courses financed with public funds.
The project has benefited from partnerships across the region between a broad range
of actors, including the administration, banks, software and hardware suppliers and
eLearning providers. A common quality standard has been adopted for delivery of the
eLearning package, which includes a certified learning catalogue and a marketplace for
eLearning.
This project provides not only a model for stimulating employment, but also one which
demonstrates an alternative way of financing learning and skill acquisition, to enable
young people to work in the Information Society.
www.cartain.regione.campania.it

Contact
Regione Campania
Maria Adinolfi
+39 - (0)81 - 7966301
[email protected]

22

Eastserve
(United Kingdom)

Getting
online

the

local

community

The involvement of local people was encouraged from the start in the development of
this community-focused project which has provided a technological infrastructure
based on wireless broadband, personal computers, and basic training in ICT literacy.
In addition it has enabled access to online services and local information as well as low
cost wireless broadband internet connecting 1,500 households where there was
previously no, or very little, internet access at all.
A portal, www.eastserve.com specially designed for, and serving the local community has
also been developed. This provides access to a range of local services such as online
crime reporting and discussion forums.
By developing a great deal of expertise in obtaining user feedback and ensuring citizen
participation in community decision making, this project has empowered the local
communities it serves.
Eastserve is a multi-agency partnership which will work with the community to develop
new models of service delivery. Eastserve shows one way of developing local
communities by integrating the online world with the real one.
www.eastserve.com

Contact
Eastserve
Athol Few
+44 - (0)161 - 231 - 9580
[email protected]

23

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Transformation
Government readiness

25

Transformation
Government
readiness
Transformation of the organisation and innovation
in the back office
The effective use of ICT in a public administration redesigned by business process
reengineering could result in significant improvements in public sector effectiveness, both in
customer services and internal matters.
[...E]nsuring that IT supports the business transformation of Government itself
so that we can provide better, more efficient public services.
Prime Minister Tony Blair
This theme concerns the transformation and innovation of the back office with
eGovernment acting as a catalyst for the transformation in public administrations.
This theme embraces a number of different
topics:
The first is strategy , and more precisely the alignment of the administrations
development strategy with its IT strategy. This endorses the concept of a public
administration developing and implementing a long term IT strategy which dovetails with
the administrations transformation strategy and supports multiple transformation projects
A second major issue concerns the back-office transformation of the processing
systems of the public administration, enabled by IT and underpinned by
organisational/legislative changes.
Back-office corporate services refer to employee-centred service transformation.
Cases within this theme contribute to the transformation of the public administrations
corporate services, including IT, human resources, financial management and
procurement improving efficiency and quality.
Linked to the above, the topic organisational transformation refers to organisational
change, for instance the merging/centralisation/expansion/relocation of services, as a
major objective and the key IT enabler.
Projects submitted under the title of Government Readiness demonstrate a wide range
of examples of good practice in information and knowledge management, such as secure
data processing and transmission between administrations and departments (eCabinet,
E-LAW, DWP/DoH RTA), change management (EID, ehandel.no, eProcurement), as well
as multiple citizen service and training tools (Communit-e, eReadiness).

27

eCabinet Project of the

Government of Ireland (Ireland)

eEnabling
Government

Irish

Transformation

eCabinet is an Irish Government initiative instigated by the Taoiseach (Prime Minister)

and developed by his Department in co-operation with all other Irish Government
departments. It modernises and transforms the way the Irish Government (Cabinet)
consultation and decision making process operates.
It replaces the former paper based process with a modern secure ICT based process.
The project was set up following in depth business analysis and consultations with key
stakeholders and consists of a model containing the best elements of the existing system,
whilst incorporating new efficiencies and enhanced features made possible by technology.
The resulting eCabinet system makes it easier for civil servants to write, process, consult
on and submit documentation for Government and deliver a better service.
Specific Objectives are to facilitate new efficiencies through enabling Cabinet documents to
be authored in a conventional word processing environment and Cabinet memoranda to
be distributed electronically from initial drafting to their submission to Cabinet, as well
as to enable Ministers and other high level users to obtain quicker information on finalised
memoranda. A dedicated helpdesk collects feedback on an ongoing basis.
This project has had a direct impact on the way civil servants and Government Ministers
conduct their business. Since the system came into operation in 2004 over 700
memoranda have been processed and over12,000 transactions have taken place.All
government ministries are involved and currently there are 6,000 registered users ,
30,000 are expected to participate eventually.
Key benefits are the secure electronic creation, processing, distribution and management
of cabinet documentation and the speeding up of the administrative process. All
administrations and most organisations face the challenge of how best to gather, process
and present important information for their senior management. There are beneficial
elements of eCabinet which would be applicable and more generally transferable to any
information based organization.
ww w.t
aoiseach.go v.ie

Contact
Department of the Taoiseach (Prime Minister)
Gary Davis
+353 - (0)1 - 6194089
[email protected] e

28

E-LAW
Project
(Austria)

Electronic
making

The

support

Austrian

for

E-LAW

law-

The E-LAW Project supports law-making in Parliament through reform of the production of
legal texts. It has done this by extending an existing legislative database in the
Parliamentary Administration through the addition of workflow management and semistructured text processing, the Federal Chancellery establishing a new database. The
data exchange is based on compatible formats (XML) and independent interfaces, which
are supported by detailed procedures for the exchange of data between Parliament and
government.
Thus, the E-LAW Project has created one continuous electronic production channel from
the beginning of the process to authentic publication on the Internet, within the
framework of a user-friendly secure technical and legal environment. It is now only
necessary to enter amendments to texts during the legislative stages. The workflow
system includes government bills, other kinds of bills, committee reports and legal
enactments of the Nationalrat and decisions of the Bundesrat which are readily available,
free of charge to everyone.
Implementation of the electronic law-making process is supported by aneLearning
programme based on the European Computer Driving Licence (ECDL) methodology,
enabling the MPs and staff members to deal with the system.
This is a unique, cost effective solution adopted at the level of federal legislation and
resulting from a public/private partnership. It has increased the proportion of electronic
legal enactments from 8% in 2002 to 100% in 2004, with a savings potential of over 1
million per year (the equivalent of 60 tons of paper ).
ww w. parlament.g v.a
t ww w.ris.bka.g v.at

Contact
+43 - (0)1 - 40110 - 2719 or 2236
[email protected] t
guenther.schefbeck@ parlament.gv.a t

Austrian Parliament Parliamentary

Administration
Wolfgang Engeljehringer or Gnther Schefbeck

29

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Federal Chancellery IT Department

Brigitte Barotanyi

+43 - (0)1 - 53115 - 4222

[email protected]

30

The DWP/DoH RTA Automation Project

(United Kingdom)

eTransfer of information saves time and

money
A number of government departments are involved in the recovery of costs borne by the
National Health Service in treating victims of road traffic accidents in the United
Kingdom.

Transformation

A public/ private partnership, set up by the Department for Work and Pensions, initiated
a project to automate the electronic transfer of data between the two key government
departments involved the Department for Work and Pensions Compensation Recovery
Unit (CRU) and the Department of Health.
The system follows nationally determined standards, and is designed to be
interoperable with other EU systems.
The automated system operates over the Government Secure Intranet (GSI). Data,
previously transferred in paper format is now transferred to NHS hospitals in XML schema
and displayed on their web servers. Data is then input via a web browser and transferred
back to the CRU for automatic update, which takes place overnight. This frees up
personnel for other work during the day.
Invoices for the recovery of fees from insurance companies are also processed by the
system automatically, further increasing efficiency. This project has reduced the need to
exchange 350,000 paper forms, resulting in an annual saving of over 1.25 million.
ww w.dwp.go v.uk/cru

Contact
Compensation Recovery Unit, Department for Work and Pensions
Paul Fazakerley
+44 - (0)191 - 2252142
p [email protected] v.uk

30

EID Electronic
Denmark
(Denmark)

Pioneering
invoicing

Invoicing

in

electronic

Electronic invoicing became mandatory in Denmark on 1 February, 2005. 15 million

transactions that were previously handled in paper are now managed electronically.
The new system has resulted in savings of an estimated 120-150 million per year.
Electronic Invoicing is now compulsory in Denmark, and is supported by a recent law
which gave the Minister of Finance the authority to establish a legislative framework for
electronic invoicing.
EID was the result of a public/private partnership that made use of successful and
established technology. The central infrastructure uses dedicated networks (VANS) and
offices called Read-In Bureaus. Documents sent across this network are based on a
standard variant
7of XML, OIO-XML
.
By providing security and convenience for the supplier, this system enables all public
sector partners to computerise all internal work processes and systems.
This example of a national government showing readiness for eGovernment also
demonstrates how organisational transformation and back office innovation takes
place across the public sector.
ww w.eGo v.d
k
www.oes.dk

Contact
Agency of Governmental Management

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Thomas Fjeldberg
+45 - 33 - 956862
[email protected]

32

ehandel.no
Norway
(Norway)

Public

eProcurement

eProcurement
services

modernising

in

public

Transformation

This solution, which has been adopted at central, regional and local level, has its roots in
the Norwegian eProcurement initiative approved by the Norwegian Government in 1999.
Now firmly embedded in the National eGovernment strategy eNorway 2009, it is a key
influencer of the newly presented Norwegian Strategy and actions for the use of
electronic business processes and electronic procurement in the public sector.
ehandel.no has a focus on complete transformation of the public procurement process,
moving from an initial focus on electronic ordering to implement support for all activities
from notification of tenders via sourcing to electronic invoice handling. It has built upon
European specifications and also contributed to international standardisation efforts.
The key innovation of ehandel.no lies in the flexible Internet based service provision
concept and the business model for co-operation with a private company as service
provider. The concept and business model has made it easier for public sector entities to
take eProcurement into use and led to a considerable reduction of cost and risk in
implementation projects. The result is easy access to a user friendly and affordable
tool for operational eProcurement both for public sector entities and their suppliers.
An essential impact of electronic public procurement is that more time and money are
made available for improved public service production. Experiences from Norwegian
public sector entities indicate a potential for 20-40% time reductions on handling of
orders, goods receipt and invoices, and 2-10% price reductions in operations related
procurement expendi- tures. In addition the risk of error is reduced, and the basis for
improved control and transparency of the procurement process through electronic
traceability is increased.
www.ehandel.no

Contact
Ministry of Modernisation eProcurement Secretariat
Andr Hoddevik
+47 - 22 - 249667
[email protected]

32

eProcurement
(Italy)

eProcurement
Region

portal

for

the

Piedmont

This portal has been implemented by the Piedmont Region and serves as a platform for
the management of IT calls for tender, electronic marketplaces and framework
agreements. This website operates as a single access point for eProcurement.
It offers value to both business and public authorities by reducing transaction costs,
using simpler and more rapid and transparent procedures and creating a fair marketplace
for small and medium enterprises.
The impact generated relates to savings of 37% on the auction base value in 2004, and
a similar reduction in 2005 for the eMarketplace and framework agreement areas.
The portal offers access to a range of other functions and services that support the
eProcurement process. These include eLearning and Training Services, regulations
and laws, interactive fora and discussion pages, a range of community and helpdesk
services.
The use of an open standard technological solution enhances the case and increases
its potential for transferability . The holistic approach it has adopted, offering as a
package ICT, processes, training, information and consultation services, can also be
considered as good practice for transfer of knowledge and of value to others wishing to
undertake a similar project.
www.acquistisistemapiemonte.it

Contact
Regione Piemonte-Direzione Organizzazione, Pianificazione, Sviluppo e
Gestione delle Risorse Umane
Sergio Crescimanno
+39 - (0)11 - 432 - 1358
[email protected]

33

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Communit-e Simplification of the

Benefits and Medical Recognition
Application for Disabled People (Belgium)
eServices
all

for

Transformation

Disabled people across Europe are entitled to a number of special benefits to help them
cope with the added burden of their disabilities. Like all citizens they are entitled to and
expect to receive swift and appropriate treatment of their requests.
Communit-e has developed a web-based tool for processing applications for benefits for
the disabled by local authorities in Belgium. This can be done securely online, which
eliminates the need for paper-based procedures altogether. Once the request arrives in the
administration, it is integrated into the back office system, which then automatically
checks eligibility against a number of specially selected parameters. The final product is
an individualised form to be completed by the disabled person and his or her doctor.
The simplification of this process and the setting up of this new accessible and flexible
system now means that benefits to which the disabled are entitled are much easier to
apply for. The advantage to the customer is immediate because the processing of a
demand for a benefit now takes a few seconds, rather than the 3-4 weeks it used to take.
For the municipality and the citizen, it has meant the delivery of a faster, more effective
and better quality service whilst saving the cost of posting about 13,000 letters each
month.
A continuous client satisfaction survey ensures continued quality and updating. A
flexible technical architecture will allow for new services associated with the needs of
the disabled to be added at any time. This is an example of local government cooperating with central government to ensure high quality eService delivery.
ww w.socialsecurit y.b e

Contact
Disabled Persons Directorate-General of the Federal Public Department
(Service Public Fdral)
Tom Auwers
+32 - (0)2 - 5286306
[email protected]

34

eReadiness of Polish Customs Building

up eGovernment Readiness of Polish
Customs (Poland)
Electronic
customs
modernisation

system

leads

Polish

A total reorganisation of the Polish Customs was required for accession to the EU, and
was an important part of the National eGovernment strategy. From the outset, this
reorganisation was used as an opportunity to move further in developing new and
innovative systems for the Polish Customs and was dovetailed with the EU wide
eCustoms strategy.
Rolled out as the country wide implementation of the Integrated Customs Duty and Tax
System (ICDTS), based on XML and web services, this is an example of how to
successfully implement open standardsfor business. Today the ICDTS supports all
customs procedures and documents in export, import and transit. It also supports financial
processes such as collection, clearing and recovery of dues as well as budgeting and
accounting.
The ICDTS has increased transparency, security and safety in the transaction of
customs business, as well as introduced standardisation in the context of an interoperable
environment, whilst reducing costs. This logically integrated system stimulates advanced
use of customs intelligence and risk analysis applications.
The reorganisation and the introduction of electronic systems has facilitated trade as well
as the effectiveness and efficiency of the public administration in Poland.
This is a useful case of front and back office reorganisation and transformation, which
shows how the Customs Service can be used as an example for other areas of the public
sector.
www.mofnet.gov.pl/sluzba_celna

Contact
Ministry of Finance, Customs Policy Department
Anna Dubielak
+48 - (0)22 - 6945005
a [email protected] l

35

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Businesses
and Citizens
Service use

37

Businesses and Citizens

Service
use
Transformation and innovation in external facing services,
putting citizens and businesses at the centre, driving use
and participation
A user-centred approach contributes to reductions in the administrative burden on
business especially on SMEs and citizens and improves quality of life, fostering trust in
government and democracy.
This conference is focused on the sharp end of Citizen-Centred government.
By that we dont just mean convenient and easy to use web services. We also
mean the joining up and transformation of services to deliver tangible benefits
for individual citizens, businesses and wider society.
Ian Watmore, Head of the UK Cabinet Office eGovernment Unit
This theme addresses the transformation and innovation of the eGovernment services
obtained by putting citizens and businesses at the centre, delivering real benefits for
end-users, achieving high take-up and customer satisfaction.
It also explores policies and good practice relating to service innovation, to delivering
public value while at the same time achieving efficiency savings.
Sharing/cross-cutting service describes a multi-channel delivery to enable interaction
with services and information across and between public administrations, with end users
benefiting from this shared implementation.
There are also intermediated services where transactions are processed electronically
between the intermediary and the public administration. This model shows how additional
benefits, such as greater inclusion through intermediation, can be achieved.
These services make a real difference to citizens lives, resulting in positive feedback.
They deliver clear benefits to citizens and to businesses of all sizes reducing red tape and
costs in dealing with government.
The cases listed below illustrate the variety of applications within this
theme:
eGovernment portals for citizens (HamburgGateway), eGovernment portals for business
(VIRK), local city interfaces (Athena Network, IRIS BCN), multi service delivery
mechanisms (SISRCR, TASTSELV.DK, eVERA, CWO, Mijn IB-Groep), fiscal
management (Kadaster-on-line, OVC), national and local eDemocracy (SPES, GIVA,
RIES), community service delivery and inclusion (COT, e@SYConnects TV, LCOL,
Mobhaile) and information distribution (COURTPUB, EZB).

39

Businesses and Citizens

HamburgGateway
(Germany)

The digital gate to the

city
As both a city and a state, Hamburg has the need for a very broad service offering in
order to satisfy both citizens and business requirements.
To meet all user needs, a single point of access, with multiple level authentication
ensuring privacy and security for the customer as well as for the citys IT infrastructure,
has been created which brings together all legacy applications online and puts the citizen
firmly at the centre.
The HamburgGateway is then the single key infrastructure for all departments of the city
and state of Hamburg to make existing and new government services available on the
Internet.
This forms an integral part of Hamburgs multi-access strategy, infrastructure policy and
eGovernment strategy, bringing the benefits of faster, more efficient, secure and cost ef
fective services 24/7.
Furthermore, the City of Hamburg is more than willing to share its ideas and experiences
in creating the Hamburg Gateway and the software with any other city or region who may
want to know about them.
www.service.hamburg.de

Contact
Ministry of Finance
Dr. Ursula Dankert
+49 - (0)40 - 42823 - 1725
[email protected]

40

VIRK The Danish Internet Portal for the

Danish Commerce Sector
(Denmark)
The
business
portal

centered

Virk.dk is an internet portal developed as part of the Danish National IT strategy, which
delivers 599 fully digital solutions to companies and Public Administrations validated by
one single electronic signature.
With one single access point to the services offered by the public authorities regulating
the business, Danish companies can report data and retrieve business relevant
information from more than 50 authorities and 2300 public and private websites. This
makes the direct reporting of events such as employee sickness both easy and immediate,
thus saving both time and effort.
Virk.dk has benefited from being a public-private partnershipbetween the Danish
Commerce and Companies Agency and the company VirkA/S. The solution includes a
sophisticated XML- structure, guided workflows, digital signatures and customised
information. Thus the application serves as leverage for shared standards, digital
signature and XML among others.
With more than 120,000 unique users a month and 600,000 hits a week the website
Virk.dk is a well received portal. Operational since September, 2003, Virk of fers solutions
to a number of well-known problems: a single access point used by different stakeholders
has meant less confusion and re-inventing the wheel. The support given to Danish
businesses and therefore the economy through enhanced administrative transactions
means that more time is created in which to focus on production and growth.
www.virk.dk

Contact
Danish Commerce and Companies Agency
Katrine Ring Andreassen
Pelle by Andersen
+45 - 33 - 307736
+45 - 33 - 307663
[email protected]
[email protected]

41

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us
in
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se
s
an
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Ci
tiz
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Businesses and Citizens

Athena Network
(Greece)

eMunicipality
Athens

for

the

people

of

The city of Athens has brought the administration nearer to the people it serves by
implementing an electronic call centre, which can be accessed by the telephone through a
memorable three figure number (195), the Internet and face to face at one of the 7
supporting citizen service centres (CSCs).
Administrative processes have been streamlined through this multi-channel system,
which provides services for the people of Athens as well as information on a range of
topics and areas of interest, including sport and culture, immigration, police and security,
passports and identity cards, elections and transport. In addition, the system manages a
range of municipal activities such as voluntary work and health and welfare activities.
Athena supported the Olympic Games held in Athens in 2004.
A comprehensive staff retraining programme has been undertaken to encourage
municipal personnel to work smart. New opening hours have been adopted, which
make it easier for citizens and businesses to conduct business until late evening in most
cases and 24 hours a day through the Internet.
User feedback has been very positive and in 2004: 175,221 applications were recorded
for
264 different procedures. In addition a total of 249,269 citizens visited the original
seven customer service centres. The eighth service centre, whose business is confined
to issues concerning immigration, was visited by 415,265 people . In the same period
the Citizens helpline received 146,742 calls. Between December 2003 to October 2005,
theAthena Network dealt with 751,350 citizen requests.
Athena Network is a good example of back and front office reorganisation that has
provided a range of easily accessible, enhanced services which have enabled citizens
and businesses to provide feedback and contribute to policy-making through a new
feedback mechanism which invites comments, questions and suggestions on how to
improve services.
www.cityofathens.gr

Contact
Municipality of Athens
Dimitris Zafiriadis
+30 - (0)210 - 3722030
[email protected]

42

IRIS BCN Promoting Civic Attitudes

in Barcelona through a Customer
Service Request Platform (Spain)
The City Council at a
click!
Other cities across Europe could follow a lead that makes local democracy and citizen
participation a key pillar of one citys service provision.
By providing over 20 different access channels to public access forums; including faceto- face contact, telephone (mobile and fixed), and a Internet-based interface, the
municipality of Barcelona enables its 1.5 million citizens to make direct contact with key
officers and decision makers. Complaints and requests for information and services
therefore go straight to the engine of the local government for immediate action.
This initiative means that citizens are now an integral part of the local decision-making
process, empowering them and enabling them to play an important role in the
democratic process.
Citizens can also easily access some 1,600 services, such as requesting the collection
of large objects from their homes or reporting graffiti and other local nuisances. The
350,000 requests to the City Council via any of the many access channels available
each year are dealt with by 250 operators and a further 500 support workers who
process requests, complaints and claims.
Iris also enables the city leaders to monitor issues that are causing major disquiet to
residents, identify trends in demand for improved services, compile a list of the top ten
citizens suggestions and publicise them, ensuring that citizens know that their voice and
concerns are listened to and do indeed matter.
Iris is not only able to keep a finger on the pulse of the city by acting as a sensor for
public opinion, but it also monitors the issues and problems which are experienced by
citizens in the course of daily life, and offers solutions.
www.bcn.es

Contact
Ajuntament de Barcelona
Jose Ramon Rodriguez
+34 - (0)93 - 2918486
[email protected]

Maxim Lopez
+34 - (0)93 - 2918423
[email protected]

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Businesses and Citizens

SISRCR Regional Integrated Health

Service for the Continuity of Medical
Treatment
(Italy)
eHealth
region

service

for

an

Italian

An integrated system for the Health Agency and the Health Service Authorities of the
region Friuli-Venezia Giulia, SISRCR has been financed by the regional administration as
part of the regional eGovernment plan involving the Ministry of Innovation and
Technology (central government) and the structural funds.
SISRCR supports the continuity of care by enabling links and clinical data exchange
between all health service providers in the region. Access to health services are improved
for patients, clinicians and other healthcare professionals through simplified access
procedures using smart cards and by implementing a regional call-centre.
Using this system care providers can access patients medical records and find a
comprehensive history of treatment as well as biochemistry, pathology and other
investigation results which have been put in the system by the various departments that
carry these out.
There is now less chance of clinical error due to mistakes in manual reporting and there is
more time for other patient orientated tasks. Surveys carried out on a regular basis have
shown high user satisfaction by GPs and patients.
Usage numbers are increasing all the time and show that the call centre receives more
than
10,000 calls per week. 150 GPs are connected which saves patients valuable time
making appointments as well making time savings for the GP through a reduction in
administrative tasks.
www.sanita.fvg.it

Contact
+39 - (0)335 - 8736991
[email protected]

Agenzia Regionale della Sanit

Carlo Francescutti
+39 - (0)432 - 549111

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+39 - (0)432 - 549111

+39 - (0)335 - 7877292
[email protected]

Gianni Maglione

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TASTSELV.DK The Automated

Tax
Administration
(Denmark)

Tax paying made easy for the citizens of

Denmark
All 4.5 million taxpayers in Denmark no longer have to complete complicated forms by
hand and then wait hours in a queue in order to make their tax payments.
The Government of Denmark has developed a fully automated tax process that they
have called their No touch Strategy. This involves the direct electronic reporting of the
97% of citizens tax related data collected by employers, banks and mortgage
institutions, trade unions and the social benefits service directly to the Central Customs
and Tax Administration.
Citizens can view their tax details at any time using a secure internet access and can
make corrections either directly online or by the telephone. No paper records have to be
kept, because their full tax history is always available online.
This has made the tax service more efficient from the point of view of both the clients and
the tax office. There have also been savings in cost and time. Approval for the system
has been given by citizens using the service, with their reactions to it being constantly
monitored via an interactive user feedback feature which is a core component of the
system.
ww w.t
as tsel v.skat.dk

Contact
Skat (Central Customs and Tax Authority)

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Keld Borup
+45 - 72 - 373998
[email protected]

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Businesses and Citizens

eVERA
Renewal
(Malta)

Online

Vehicle

Linking road
insurance

licences,

fines

and

Licence

car

eVERA is a web application developed for the Malta Transport Authority which provides
citizens with the facility to renew their vehicle road licences online, pay outstanding fines,
upgrade their licences and check the date of their next Vehicle Roadworthiness Test, from
any Internet access point.
Insurance agencies and brokers also have the facility to update theTransportAuthority
database
with insurance policy details and to renew and issue a road
licence.
Putting the licence renewals online has reduced transport office queues, whilst at the
same time producing a useful integrated system for other agencies involved in the licence
renewal process.
Since vehicle licences cannot be issued until traffic fines are settled, the project started
by connecting all traffic wardens to the database. The wardens use a special hand-held
device to send updated data on each fine to the database. Thanks to this project, a
higher level of enforcement and compliance has been obtained.
It is anticipated that other services will be added to the system, including the reception of
renewal notifications via SMS and the possibility for car importers to upload new vehicle
details prior to registration.
To date 10% of all licences are renewed through the system. 90% of all insurers are
connected to the system and queuing time at the Department has been decreased
substantially.
ww w.licenzji-vetturi.go v.mt

Contact
Ministry for Investment, Industry & Information Technology
Joe Schembri

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+356 - (0)21 - 226808

[email protected]

Michael Gonzi
+356 - (0)21 - 226808
[email protected]

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CWO Careers
Online
(United Kingdom)

Wales

Lifelong career planning for the people of

Wales
CWO is a website established by Careers Wales, funded by the W elsh Assembly
Government, in order to support young people through their lifelong career planning. It
also supports adults returning to learning or training. The programme seeks to encourage
the participation of all young people, as well as adult returnees to the learning, training
and employment market in order to give them the best chance of achieving their careers
goals.
The bi-lingual (Welsh and English) system distinguishes between different user groups
according to age and professional status (e.g. employer). Therefore, supporting a
sixteen-year-old looking for information on potential courses of study and training and job
opportunities, as well as supporting a 55-year-old who needs to polish up his CV and
obtain information about courses.
The site also helps users to understand and record their learning/working style, interests,
skills, personal qualities and achievements through the use of interactive games and
exercises. Users can save the outcomes of these activities in their e-Progress File eportfolio, a product that allows the users to build up, over time, a self assessment profile.
Information contained in the e-portfolio can be used to build CVs, application letters and
action plans, and can be used to make decisions and provide evidence of achievements.
Careers Wales Online (www.careerswales.com) was launched in November 2004 and
technically is a stand alone website, based on standard commercial products. Since its
launch the site has already exceeded the target of 80,000 registered users set for March
2006. The site has also recorded more than 17 million page views since launch.
www.careerswales.com

Contact
Careers Wales Association
Paul Messer
+44 - (0)2920 - 854880
[email protected]

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Businesses and Citizens

Mijn IB-Groep Portal for Study

Loans and Grants (The Netherlands)

Student
online

loans

and

grants

An internet portal for students, Mijn IB-Groep enables them to find out how much student
loan or grant they will receive each month, what repayments they have to make, and to
check that their bank and other details are up to date and accurate.
The customer-driven service is secure and easily accessible at any time and from any
place, as long as the user has internet access and a mobile phone. The service mainly
targets 18-24 year olds and to facilitate the adoption of the system by these clients, one of
the log-in access codes is delivered by SMS (text message). This has been a particularly
successful feature and has been chosen to be one of the national standards for
eGovernment.
Currently 250,000 students have registered. This represents one third of the entire
target group. Each month the service is used almost 70,000 times and in addition more
then 10,000 new users register.
Customers are very much in control of their personal information held on the system. Most
data can be amended by the students themselves which also allows them to update vital
records such as contact, education and bank details.
The introduction of this system has saved over 2.4 million expenditure yearly; apart
from other cost savings the job of loan and grant processing can now be done with 15%
fewer employees.
www.ib-groep.nl

Contact
ib-groep
Jan Kouijzer
+31 - (0)50 - 5998392
[email protected]
[email protected]

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Kadaster-on-line
(The Netherlands)

Online access
products

to

land

registry

This system compiles data about registered properties and makes it available to business
clients and citizens through public registers and cadastral maps.
It increases the accessibility of land registry information and helps meet the prime
objective of the Dutch government to have 65% of public services online by 2007. The
Kadaster online service is an Internet ready version of the standalone network that has
been operational since
1996.
The service, which is used by 6000 registered clients enables 45,000 users to access
up- to-date land registry information. This service provides high quality detailed images of
properties and other cadastral data. It satisfies the needs of a broad cross-section of
clients including notaries, estate agents, municipalities, banks and construction
companies, who can access information far more quickly and cheaply than before the
introduction of the online Kadaster tool, over 60,000 products are provided each day.
One of the objectives of Kadaster-on-line was to continue developing it in order to meet
client wishes as much as possible. The most important extensions are Online products
for citizens, the use of automated data traffic, which enables clients to incorporate
land registry information into their own applications automatically, and EULIS which is a
project involving several countries cooperating to make land registry information accessible
on a pan-European level. EULIS will be operational at the end of 2005.
The system enables users to submit feedback, which has shown that client satisfaction
has increased with the introduction of the online version of the Kadaster. It enables the
delivery of much needed services while focusing on citizens and businesses in a
European environment.
ww w.kadaste r.nl

Contact
Kadaster
Gertie Dullens
+31 - (0)55 - 5285217
[email protected] l

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Businesses and Citizens

OVC Virtual Office of Cadastre

(Spain)

Online access to cadastral information

OVC has been developed by the Spanish national government to enable all citizens,
businesses and civil servants to have electronic access to information about property
occupancy and availability directly from their homes, places of work or other internet
access points whenever they need this service.
The cadastral database which is compliant with the provisions of Directive 2003/98/EC of
17
November 2003, includes information about physical characteristics of buildings, what
they are made of, for what they are used, how much they are worth and details of
ownership. Overall it contains information on 31 million urban land parcels, 42 million
rural land parcels and 21 million land owners as well as map locations for around 90%
of the land parcels on the system. Access to all the information is free of charge.
Recently the service has been improved by the addition of a new web map server.
OVC also delivers a number of services relating to property matters. It provides tools that
allow the interchange of information, in a secure way, between Cadastre and
administrations as well as the institutions that collaborate in its updating.
Currently there are almost 27,000 registered users who make over 24,000 requests of
the service, and this is growing at a rate of 100 per day. The public part of the OVC
receives more than 300,000 requests for information a day.
ovc.catastro.meh.es

Contact
General Directorate of Cadastre
Fernando Serrano
+34 - (0)91 - 5836880
[email protected]

Roberto Fernandez
+34 - (0)91 - 5836695
[email protected]

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SPES

ePetitioner
System
Kingdom)

eParticipation
citizens

Scottish

Parliament

(United

increased

for

Scottish

Launched in February 2004, the Scottish Parliaments ePetitioner system provides citizens
with an electronic forum to voice concerns through the formal processes of parliament.
Any citizen can raise and sign an ePetition, or add comments to an online discussion if
they wish to. Citizens can, if they prefer, submit paper petitions, as the ePetitioning
system is seamlessly integrated with procedures for handling paper petitions.
ePetitioner not only supports citizens access to and participation in the democratic
process. It has also put in place a continuously updated website to highlight issues through
channels that are convenient for citizens. At the same time, it allows them to review the
progress of their petitions electronically, through the various st ages of decision making.
This project enables citizens to actively participate in the democratic process, thereby
encouraging civic engagement and citizen empowerment. Since its launch, 63
ePetitions have been posted on the Parliaments website using the system, attracting
over 21,000 signatures and over 700 discussion comments.
This project is both nationally and internationally recognised as an example of good
practice in enhancing citizen eParticipation and local eDemocracy . It shows that new
types of services can be provided by government which help facilitate the democratic
process.
www.epetition.scottish.parliament.uk

Contact
Scottish Parliament
Dr. James Johnston

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+44 - (0)131 - 3485186

[email protected]

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Businesses and Citizens

GIVA The Geneva Internet

Voting
Application
(Switzerland)

Swiss
online

citizens

vote

Following ten years of successful postal voting, the State of Geneva in Switzerland has
introduced an online voting system for citizens. This was developed particularly to reach
those who traditionally did not vote and to encourage young people to use their voting
rights.
The extended online voting pilot was gradually introduced in 14 municipalities, for fully
secure online referenda at municipal, cantonal and federal levels. Access to the
Internet was all that was necessary to be able to participate.
In order to keep pace with technical evolution, the application is suited to a number of
browsers operating under different operating systems.
The feedback from users of the system has shown that they are very pleased with its
performance. On average 20%-25% of votes were cast online, and once voters had
experienced the system they did not want to use any other.
Citizens in other parts of Switzerland are keen to adopt the system and this is evidenced
by the number of enquiries from citizens who are not yet voters online who want to
participate.
www.geneve.ch/evoting

Contact
State of Geneva
Michel Chevallier

+41 - (0)22 - 327 - 2049

[email protected]

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+41 - (0)22 - 327 - 2432

[email protected]

Michel Warynski

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RIES Rijnland Internet Election

System: Fully Transparent Election
System
(The Netherlands)
Online
voting
representatives

for

Water

Board

Many government and quasi independent public bodies and institutions have Boards
whose membership is elected from among their client base. This enhances the
transparency and democratic structure of the organisation.
Two Dutch Water Boards have introduced secure online voting for citizen
representatives at a cost of 400,000, considerably less than it cost before to organise
voting in the traditional way. The technology is based on published and validated design
principles and available to all. Its introduction has led to an overall cost reduction of
85,000. Some 2 million eligible voters have been able to cast their votes, 120,000 of
whom in the first year voted online and
280,000 by regular mail. When in 2008 all the Dutch Water Boards will introduce online
voting with RIES the overall cost reduction with 12 million eligible voters is expected to
be some
750,000
To participate all that is needed by the voter is a personal computer with access to the
Internet. No special hardware or software packages are necessary, nor is any change or
adjustment to the home PC. The system is so flexible that other voting channels can be
used alongside the online system, such as postal voting, voting by GSM and voting via a
ballot box, all without having to register separately for each channel. All voters are able to
check to ensure that their vote has actually been cast and counted in the tally. 70% of
voters stated that they found this function very important.
All who are registered on the system can access it to vote from any location in the world,
and the fact that it is so simple to use means that it encourages all social groups to
participate; thus having a large impact on ensuring equality of access.
www.rijnland.net/ries

Contact
Hoogheemraadschap van Rijnland
Simon Bouwman

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+31 - (0)71 - 3063357

[email protected]

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Businesses and Citizens

COT Meath County Council Communities

Online Together Initiative (Ireland)

eGovernment at grass roots

level
An innovative project that aims to reach communities through the provision of ICTassisted facilities, intended to improve existing, traditional, communication channels for
community and voluntary groups.
COT provides and supports online website presence facilities for some 750 community
and voluntary groups in County Meath. This support is provided in the form of both a
domain name and hosting services. Training in managing and maintaining websites is
also provided for the participating groups, free of charge.
Website templates are distributed free of charge to the community and voluntary groups,
based on an open source content management system called Mambo.
This project contributes to the objectives of New Connections, the Irish Governments
strategy to realise the potential of the Information Society.
This project is one of the first projects to involve local communities and support them in
providing vital services to the people they serve.
www.meath.ie/community/websites.html

Contact
Meath County Council
Michelle Galvin
+353 - (0)46 - 9097318
[email protected]

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e@SY Connects TV e@SY Connects

Digital
Interactive
Television
Service
(United Kingdom)
Communities
connect
e@SY is a regional partnership of public service providers, which includes local
authorities, health authorities, emergency services, transport executive, the Regional
Development Agency and organisations from the voluntary sector who seek Service
Transformation for all. It features an innovative means of access via DiTV.
e@SY provides a common entry point for citizens, and businesses, to access information
and interactive services provided by South Yorkshire public sector service providers. This
for the service providers gives them access to a uniform platform from which they can
provide their services directly into 1.5 million homes.
A wide range of services are available such as a Jobs Hotline which has seen a ten fold
increase in use since the start of the project, and a doctors appointment booking service
which has shown a 44% increase in eBookings.
Although aimed at all citizens, e@SY particularly addresses the issue of the digital
divide resulting from the fact that many poorer families do not have personal computers and
connections to the internet. The same can also apply to businesses, especially in relation to
micro businesses.
The e@SY Connects TV service is the first true public sector DiTV interactive service and
is delivered using a national platform known as the Starter Kit which simultaneously
delivers the same information and interactive services to 3 proprietary Digital TV
platforms. Interactive services are enabled by the use of a return path routed over the
cable or telephone networks. It has been designed to present an easy and simple userfriendly service to allow those without computers access 24/7 information and services
using Digital TV.
The DiTV development had a cost of 367,000, 50,000 for each of the original 5 micro
sites which carry it. An innovative partnership with Central Government resulted in the
brokering of a deal with the satellite and cable providers for a cluster licence at a
fraction of the original cost (88,000), making this an excellent example of good practice
and partnership working, as well as a model for social inclusion.
www.easyconnects.org

Contact
e@S Y Connects
Gary Simpson

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+44 (0)1709 591214

[email protected] k

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Businesses and Citizens

LCOL

CareOnLine
(United Kingdom)

eGovernment
eInclusion

Leicestershire

promotes

Addressing a need of communities right across Europe, this is an eGovernment initiative

with a clear focus on the people of cities, towns and villages in the UK east midlands
region.
Tackling issues around the digital inclusion of some of the hardest to reach groups such
as older people, disabled people and their carers, CareOnLine is an active partnership
between local government, health and voluntary organisations providing information, training
and support for adults of all ages. So far 2500 people have had the chance to experience
internet access.
LCOL offers information, training and support in their own homes to help isolated and
vulnerable older and disabled people and their carers to use and benefit from
technology. Users range in age from 20 to over 90.
Independent evaluation by Loughborough University has reported that this initiative helps
reduce social isolation and feelings of exclusion. Learning and working together is a
positive outcome of the project. 76% of users said the experience has had a positive
effect on their daily lives and 69% said that they would not have connected to the
Internet without the project. The website usage has increased more than fourfold from
under 2000 visits per month in 2002 to over 9000 visits per month in 2005.
Since the start of this project LCOL has provided computer equipment and Internet
access for
100 isolated individuals, 12 social services day centres and residential homes, 25
housing schemes across the County, 3 public service shops, 2 libraries and 1 hospital as
well as 6 voluntary organisation centres. It has installed a total of 150 computers, and a
lot of special access equipment such as 25 touch screen computers for people who
cannot use a mouse or a keyboard and trained 300 people in basic IT in their own
homes.
www.leicscareonline.org.uk

Contact
Leicestershire County Council

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Ian Retson
+44 - (0)116 - 265 - 7352
iret [email protected]

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Mobhaile Extending the Use of

Information and Communication
Technologies
(Ireland)
eCommunities
inclusion

promote

Mobhaile is an interactive service developed by the Irish Local Government Computer

Services Board to aid social inclusion by extending access to Information and
CommunicationTechnologies to local communities.
Mobhaile has taken full advantage of the Irish LocalAuthorities migration to a Service
Oriented Architecture (SOA) through the development of a community technology
package which comprises component technology to allow communities to create their own
websites, and the communication potential to provide each citizen with e-mail, blog and
community information.
The provision of this low-cost facility has enabled community and voluntary groups,
schools and small businesses to exploit ICTs and establish online communities. It
facilitates the creation of locally sourced content giving local people the chance to
engage with issues and activities of interest to them. The success of the project lies in the
common approach to roll out, the building of extended communications networks in
communities and the maximisation of the broadband infrastructure.
In order to monitor the progress of the project an eChampion network has been set up
which allows and brings together feedback from community groups participating in the
scheme. To date over 300 (70%) community groups, schools and SMEs have used
the service to create an online presence. A further 200 are currently in training. The
Mobhaile for Schools template has been launched and by the time the local authority
portal is fully implemented in
2006, full roll-out will have taken
place.
www.mobhaile.ie
www.lgcsb.ie

Contact
Local Government Computer Services Board
+353 - (0)1 - 6457000 [email protected]
Tim Willoughby

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+353 - (0)1 - 6457000

[email protected]

Sadhbh McCarthy

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Businesses and Citizens

COURTPUB Electronic Notice Board of

the Courts Publication with Legally
Binding Force and Services for Citizens on
the Internet (Austria)
Increasing the efficiency of justice in
Austria
Citizens and businesses can query the status of bankruptcy proceedings interactively from
all courts in Austria. All decisions are published in legally binding electronic document
form and these are easily obtainable using very simple and straightforward search
systems, making this a very user friendly application that can be accessed by all.
This has meant savings of 95% in publication costs. Typically in a bankruptcy case the
costs for traditional newspaper advertisements totals on average 1090 per case. This
new system cuts this cost to 58, which means savings for all those involved.
More accessible information about auctions of bankrupt goods has meant that a larger
number of buyers can be reached and attracted to the sales, which has led to increased
revenue coming from auctions. Fewer telephone enquiries now have to be dealt with by
court personnel and overall there is a reduction in the need for clerical support.
Another benefit has been the simplification of court processes where decisions are now
electronically transferred for publication, when a notice to the public is required. More
than a million queries a month are now dealt with by this electronic system and there are
several thousand regular users from banks and other private and public bodies, where
insolvency cases are monitored on a regular basis.
This is a highly innovative service, which has revolutionised the processing of court
decisions and the impact of their outcomes in Austria.
ww w.justiz.g v.at

Contact
Austrian Federal Ministry of Justice
Dr. Martin Schneider
+43 - (0)1 - 52152 - 2176
[email protected]

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EZB Electronic
Library
(Germany)

European
journals

online

library

Journals

of

The University of Regensburg is responsible for the development of a database

containing journals that are available for online consultation.
With more than 24,000 titles the EZB (ezb.uni-regensburg.de) has established itself as
the most extensive database worldwide for academic electronic journals. It is regularly
used by
328 universities, their students and other academic institutions. It is also available via
the
Internet to all citizens and therefore can be used by anyone who wishes to do
so.
In 2004, 10.7 million accesses to EZB titles were recorded and the figure continued to
grow with its recent integration into the interdisciplinary academic portal
(www.vascoda.de) as well as into other digital libraries and literature databases, through
which its store of texts has been greatly enhanced. Between October 2004 and April
2005 this new service has already been used 280,000 times.
EZB has also benefited from working co-operatively with other digital libraries and this
has led to the delivery of the service in a further 328 libraries across Europe as well as
the Library of Congress in America.
www.bibliothek.uni-regensburg.de/ezeit

Contact
+49 - (0)941 - 943 - 4411
[email protected]

University Library of Regensburg

Dr. Evelinde Hutzler

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Gerald Schupfner
+49 - (0)941 - 943 - 3935
[email protected]

60

Impact

61

Impact
Impact
Measuring the impact on and benefits to
government, businesses and citizens
The delivery of clear and measured benefits to government, businesses and citizens
is the core of this theme, where good practices in achieving impact and measuring
eGovernment benefits have been explored. Although each of the first three themes must
have demonstrable outcomes within their thematic group, this fourth theme focuses
explicitly on the analysis and measurement of impact.
There is no reason to reinvent the wheel just because we are dealing with an
eProject. The main issue is to know what we actually want to achieve, and that
the demands, costs, impacts and benefits are clearly identified, defined,
monitored and evaluated.
Ref.: eGovernment in Europe: The State of Affairs,
report presented at the eGovernment 2003 Conference, Lago di Como
Cases selected illustrate how by setting indicative objectives/indicators/targets, by the
definition of quantitative and qualitative approaches, the analysis of major benefits either
to users or the public administration, as well as social and economic impact can be
assessed by common measurement frameworks. Social and economic impact can also
be measured by user feedback.
The three key aspects of this theme are the external facing impact, where the major
benefits to users that are coming from the government business transformation can be
estimated and measured.
The second aspect is the internal impact on the public administration caused by the
business transformation, resulting from an increased effectiveness and efficiency in the
public administrations processes.
Benefits realisation and performance measurement, the third aspect, refers to
achieved excellence both in the business case transformation and in the delivery of
services to the end users that lead to cost savings and benefits for the public.
These thematic focal points are highlighted in cases concerning efficiency, value-added,
cost and time savings. Ael and ROS deliver Government services to citizens and
business. The projects Fed-e-View and eGAMES, among the cases selected, provide
examples of government assessment, measuring and evaluation systems, whereas
Implementing Benefits Realisation and Performance Management in the Public Sector and
TRAMER focus on the benefits realisation aspects.

63

AeL An Integrated Solution for Content

Management and Computer Assisted
Training (Romania)
eLearning
all

for

AeL is an integrated learning and content management system which supports all
those involved in the education process.
1,510 information technology laboratories have been set up in Romanian schools.
700,000 pupils and 62,000 teachers have access to the AeL learning plat form. AeL
offers support for teaching and learning, evaluation and grading, content management,
process management and monitoring, curriculum design and administration.
It is the backbone of the IT Based Educational System in Romania (SEI), which itself
conforms to the EUs eEurope++/eLearning strategy.
This project has the potential to improve the employment prospects for young people in
Romania by introducing them to up-to-date information technology packages and
supporting the development of computer literacy related skills. Teachers have also
acquired computer literacy skills from its lifelong training programme.
SEI is aiming to provide all schools in Romania with a holistic solution for dealing with
information technology in schools, through special projects designed both for administrative
and educational purposes.

Impact

portal.edu.ro

Contact
Ministry of Education and Research
Paloma Cecilia Petrescu
+40 - (0)21 - 3143665
[email protected]

64

ROS Revenue Online Service

(Ireland)

Making things easier for Irish business

ROS is an internationally recognised internet based facility which provides the 500,000
Irish businesses and their tax advisors with a free, secure, confidential and easy to
use facility to conduct revenue related transactions 24 hours a day, 365 days of the year.
At the touch of a button ROS customers can access the latest information on their tax
accounts, file returns and make payments for more than 20 different taxes and duties.
ROS has developed over the years on a phased basis using the maxim Think Big,
Start Small, Scale Fast. As a result, following a review in 2003 and upgrading of the
original technical architecture, additional functionality has been added to better meet the
needs and demands of the increasing number of customers. This modular approach has
ensured that the service can always be improved and further developed.
In 2004 alone, over 1.1 million returns were filed on ROS with 8.3 billion in payments.
In addition 53% (157,218) of timely filed income tax returns and 79% of all new
vehicle registrations were filed on ROS during the year. There were 2.1 million
enquiries to the ROS customer information service in the same period.
The savings as a result of ROS have been considerable for both Revenue and our
customers. The replacement of paper return forms by electronic methods has meant
substantial savings on printing and postage. As ROS is a fully automated back-end
integrated service staff resources have been moved from routine processing work to
more rewarding and productive compliance and investigative work. Automated payment
systems mean earlier bank payments for Revenue and speedier repayments for
customers. Providing online access to Customer Information substantially reduces
customer contacts for Revenue and saves time and money on phone calls and
correspondence for customers.
www.revenue.ie

Contact
ROS, Revenue Commissioners, Ireland
Sean Cosgrove
+353 - (0)1 - 2771101
[email protected]

65

Conor Hegarty
+353 - (0)1 - 2771164
[email protected]

Im
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ct

eGAMES eGovernment
Assessment, Measuring and
Evaluation System (Hungary)
Citizens
comment
development

on

eGovernment

User feedback is sought in this project which seeks to measure the performance of
eGovernment. eGames is a virtual forum where registered users of this system can
personally present comments and views to representatives of eGovernment services.
Members of the forum, over 87,000, are registered users, can assign scores to
comments made by one another and to the contributions of the representatives of the
eGovernment sector, and they can also create new topics for consultation.
Comments were made on 517 topics in 2004 and by mid-2005 a total of 178 themes
had been discussed. Over half the participants actively assign scores when they are
participating, and 70% contribute comments.
Expected benefits include enhanced democratic participation and a thorough
discussion of any future plans and policy changes prior to the decision makers taking any
final actions.
eGames also enables sociological analyses to assess the groups that are developing in
the virtual space, through an analysis of the comments and other interactions that are
recorded in the discussion fora.

Impact

www.magyarorszag.hu/parbeszed

Contact
Electronic Government Centre of the Prime Ministers Office
Zsolt Fbos
+36 - (0)1 - 411 - 2578
[email protected]

66

Fed-e-View Tool for Measuring the Degree

of eGovernment Development of Federal
Administrations and Agencies (Belgium)
eGovernment
indicators

back-office

Fed-e-View provides a tool for giving a snapshot of the back office development and
the use of eGovernment components within the federal Belgian administration. This refers
mainly to eGovernment infrastructure, such as network, middleware and portals allowing
exchange of information between departments, electronic identity cards and user
management and ePayment modules and web services The services offered on
websites i.e. the front office are not evaluated neither is ICT performance.
This helps the Minister for e-government to plan ICT and eGovernment development in
all federal departments (about 50 ministries and agencies) according to the global
eGovernment strategy. The project uses a balanced scorecard approach which covers
aspects relating to strategic, financial, organisational, people and technological
perspectives (120 indicators, aggregated into 21 global indicators).
It provides an overview of the extent of computerisation within the federal administration,
and particularly in the back office , and was a 5 month project involving 46 ICT
departments and ICT managers. The cost of the project was about 50,000 .
This exercise is essential for defining a suitable strategy for future eGovernment
developments and it helps to inform investment decisions. By providing a full picture of
the progress in eGovernment implementation, it enables the Belgian federal government
to reuse tried and tested methodology, infrastructure and applications, which also
introduces economies of scale and enables interaction and integration between
departments
The transferability of this project is twofold: the methodology is reusable, particularly in
the back offices of government departments. Furthermore, the results of the
measurements can be disseminated to allow comparison.
ww w.e-go v.be
www.fedict.be

Contact
Strategic cell of the Minister for eGovernment
Christine Mahieu
+32 - (0)2 - 212 9216
[email protected]

67

Im
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ct

Implementing Benefits Realisation and

Performance Management in the
Public Sector (United Kingdom)
Smart
Scotland

successful

Scottish Enterprise (SE), which is responsible for supporting business growth in

Scotland, has implemented an ICT-based customer relationship management system
(CRM) designed to meet both the Scottish Executive and UK Governments objectives
associated with economic development and eGovernment.
This system links up offices and representations from SE across the globe, using a CRM
to effectively link customers and clients who have business investments with Scotland. It
provides a coded electronic catalogue containing individual products and services available
and provides the facility to track expenditure. Now 1800 users across 98 offices in 19
international locations from Beijing to Boston, and Sydney to Scotland are using this
common system, which replaced 38 older legacy systems.
Government savings, thanks to this system, have reached approximately 9 million. It
has also meant a 60% increase in face to face contact with customers. This has
resulted in further cost benefits by reducing duplication, with an anticipated overall
increase in productivity benefits of over 45 million.

Impact

By implementing the CRM system, SE has managed to increase productivity benefits,

thereby achieving value for the public purse, and making a greater impact on the
Scottish economy in a global context.
More choice has been delivered to clients of SE, especially in terms of how and when
they can interact with the organisation. This has also allowed SE to publicise the range of
services they offer relating to business development and growth.
www.scottish-enterprise.com

Contact
Scottish Enterprise
Isobel Brown
+44 - (0)141 - 2282180
[email protected]

68

TRAMER Traffic Insurance Information

Center
(Turkey)
Integrated transport insurance
TRAMER provides insurance companies, citizens, police and security agencies, the
Undersecretary for Treasury at the Ministry of State, the Ministry of Health, and Association
of Insurance and Reinsurance Companies, with single-point access to integrated and
consistent insurance information on road vehicles.
Its aim includes the efficient provision of insurance information to service providers, the
detection and prevention of fraud and uninsured vehicles, accurate billing policy and
coherent and up-to-date management information.
The project is a partnership between government and the insurance sector; it is funded by
the insurance companies, with contributions calculated as a percentage of their premiums.
At the end of 2003 traffic insurance premiums totalled 334 million, whereas the
estimated lost income through fraud and other misdemeanours was 308 million .
Results from 2004 show a 15% increase in insurance premiums now that they are
properly assessed, and an increase in income of 116 million .
In the first year of this project, the percentage of uninsured vehicles in Turkey dropped
from
25% to 10% of the total number of registered vehicles. The aim is to reach 0.5% by
the end of 2006.
There has been a reduction in the counterfeiting of insurance policies, as well as of
vehicle owners holding multiple policies and claiming many times for an accident.
Insurance decisions can now be taken instantly, with a high degree of accuracy, ensuring
that customers receive the best priced policy.
ww w.trame r.org.tr

Contact
Traffic Insurance Information Center TRAMER
Mehmet st
+90 - (0)216 - 5726932 - 100
[email protected]

69

Im
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Submissions

eEurope Awards 2005

71

Icon Key:

Finalists for the eEurope Awards for eGovernment 2005

Submissions granted a good practice label

CASE NAME/ORGANISATION/
URL

CONTACT DETAILS

SHORT DESCRIPTION

Georg Schppl
+43 - (0)1- 33151 - 210
[email protected]

eAMA is the principal contact

platform for farmers in Austria and
plays an important role in the
development of eGovernment in
the agricultural sector.

Dr. Martin Schneider

+43 - (0)1- 52152 - 2176
[email protected]

COURTPUB is a publication
system with legally binding force,
allowing interactive queries by
citizens and companies as well as
full-fledged interaction between the
courts and external experts.

Dr. Kurt Kalcher

+43 - (0)316 - 877 - 2218
[email protected]

This multi-platform-solution for

disaster relief, including multioption situational approaches for
different target groups interlinks
information for citizens and
media, and civil protection plans.

Dr. Wolfgang Engeljehringer

+ 43 - (0)1 - 40110 - 2719
wolfgang.engeljehringer@
parlament.gv.at

The E-RECHT (electronic Law)

project aims at creating one
continuous electronic production
channel from the invitation to
comment on draft legislation to
final
announcement
and
publication on the internet.

AUSTRIA

eAMA agricultural eServices

for farmers and businesses
eAMA
Agrarmarkt Austria
www.eama.at

Electronic notice board of

the courts Publications
with legally binding force and
services for citizens on the
Internet
COURTPUB
Austrian Federal Ministry of
www.justiz.gv.a
t

Federal state of Styria: Civil

protection, civil defense
and administrative crisis
management online
Civil Protection Online
Federal State of Styria,
Department for civil protection and
defense (FA7B)
www.katastrophenschutz.steier
mark.at

The Austrian e-Law project

E-LAW/E-RECHT Austrian
Parliament Parliamentary
Administration
www.parlament.gv.at

The Austrian e-Law project

E-LAW/ E-RECHT
Federal Chancellery ITDepartment
www.ris.bka.gv.at

Brigitte Barotanyi
+43 - (0)1 - 53115 - 4222
[email protected]

E-RECHT (electronic Law) represents a digital law making system,

which allows the electronic
involvement of all institutional
stakeholders and interested parties
during the lawmaking process from the beginning until online
publication of authenticated laws.

The electronic file-system of

the Austrian Federal Ministries
ELAK im Bund
Federal Chancellery
www.elakimbund.at

Harald Mller
+43 - (0)1 - 53115 - 4105
[email protected]

ELAK represents modernisation in

the filing system of the Austrian
Federal Ministeries by electronic
automation, facilitating registration,
processing and archiving of the
files.

73

BELGIUM

Communit-e Simplification of

Tom Auwers
+32 - (0)2 - 5286306
[email protected]

Communit-e simplifies the

application process for benefits
and medical recognition inside
the
municipalities,
in
order
to
accurately and promptly process
applications by disabled people.

eGovernment application of the

FSO
eGofso
Fonds Sluiting Ondernemingen
(RVA)
www.rva.fgov.be/FondsNL.htm

Karel Baeck
+32 - (0)2 - 5154111
[email protected] e

e-gofso allows citizens that are

victims of a bankruptcy, their trade
unions and unemployment
services to follow up their file
online.

Electronic voting in Belgium

E-voting
Federal Public Service Home
Affairs General Direction
Institutions and Population
www.elections.fgov.b e

Luc Vanneste
+32 - (0)2 - 5182181
[email protected] e

The use of this electronic voting

system is based on a magnetic
card and a voting machine with a
light
pen. It simplifies voting operations,
counting of votes, and the
publishing of electoral results.

Extended Process Reengineering between

Employers and Social
Security
Offices
EXPRESS
Security
https://www.socialsecurity.be
/
site_fr/Infos/employer/index.htm

Frank Robben
+32 - (0)2 - 7418402
[email protected] e

EXPRESS collects information

needed by the social security
offices for the calculation of social
security
contributions,
salary and working
time.

Christine Mahieu
+32 - (0)2 - 2129216
[email protected] e

Fed-e-View represents a tool for

measuring the degree of computerisation and back-office
eGovernment development by
several federal administrations and
agencies,in order to provide an
overview of the use of ICT and
eGovernment foundations.

Federal Public Service Finance

(formerly known as Ministry of
Finance)
+32 - (0)2 - 3364110
[email protected]

Fisconet is an electronic bilingual

tax dat abase, accessible to all
tax
officers
of the Federal Public
Finance Service and to all citizens,
offering a wide range of documentation on both taxes and tax
related matters.

the benefits and medical

recognition application
for
disabled
people
Communit-e
Disabled Persons DirectorateGeneral of the Federal Public
Department (Service Public
Fdral)
www.socialsecurity.b e

Fed-e-View Tool for

measuring the degree of
eGovernment development
of
federal
administrations
and agencies
Fed-e-View
Strategic cell of the Minister
for eGovernment
www.e-gov.b e
www.fedict.be
Fisconet
General Administration of Taxes
www.fisconet.fgov.b
e

Gathering data concerning

the elections in a digital way
ELECDIGDATA
Federal Public Service Home
Affairs/General Direction of
Institutions and Population
www.elections.fgov.b e

Luc Vanneste
[email protected] e

This data gathering system allows

for elections to be prepared,
carried out and published in an
entirely way. Through
electronic
ELECDIG- DATA calculations of
results and
reports
by the electoral office are
automatically checked and
distributed to the media.

GPZ: Globaal Premie

Zoeksysteem/Comprehensive
Premium Searchsystem
GPZ
AROHM (Administration of
Regional Planning, Housing and
Monuments)
www.bouwenenwonen.be

Bert Janssens
+32 - (0)2 - 5530213
[email protected]

This web application tells a citizen

af ter filling in automatically
generated question-lists, which
local, provincial, regional and
federal (and in the future perhap s
European) support measurement s
he is entitled to (regarding his
income and family composition).

Infotec.be The Belgian

public transport information
system
Infotec.be
Socit Rgionale Wallonne du
Transport (S.R.W.T.)
www.infotec.be

Francis Thys
+32 - (0)81- 322758
[email protected]

The Infotec.be website allows

citizens to do complex research of
timet ables and door-to-dooritineraries of all public transport
services in Belgium.

Jobmanager
VDAB
vdab.be/mijnvdab

Karim El Sayeh
+32 - (0)2 - 5061382
[email protected]

Jobmanager is an online
application that offers registered
clients
placepersonal information,
to
saveatheir
use high technology tools to manage
their
selection
and
recruitment
process or job applications, and
compare their personal data with
the
existing data on the labour market.

Management of school
transportation (Belgium
Walloon region)
TRSFE
MET
Direction du Transport scolaire
transportscolaire.wallonie.be

Stphane Jaumonet
+32 - (0)81 - 773208
[email protected]

TRSFE is an online transportation

management system for over
15,000 registered users established
by the W alloon Ministry for
Equipment and Transport (MET).
It simplifies and accelerates
existing
administrative
processes, thereby
improving communication between
actors.

National register of natural

persons Pillar of the
e- government
RRN
General Direction Institutions and
Population
www.registrenational.fgov.b e

Luc Vanneste
+32 - (0)2 - 5182181
[email protected] e

The RRN is a data processing

system, which provides
registration, registration and
communication
of regarding the
all
information
identification of citizens. With a
unique ID number it allows a
secure
exchange
of information among
the public administrations.

System of Integrated
Treatment of Patrimonial
Documentation STIPAD
AGDP
fiscus.fgov.b e

Daniel De Brone
[email protected]

The project aims at reorganising

patrimonial
documentation
(cadastre, registration, public
property and mortgage services)
by computerising alpha-numeric
and
graphic data within a patrimonial
database (PATRIS).

Sorin-Titus Ciocea
+32 - (0)2 - 2821978
[email protected]

This breast cancer screening

programme offers women aged
between
50
and
69
the
opportunity of undergoing a
mammography free of charge
every
twoquality
years.
technical
of The
this
examination is checked by a panel
of specialised
radiologists.

Luc Vanneste
+32 - (0)2 - 5182180
[email protected] e

Belgian eID is intended to cope

withdemand for more secure
the
identity documents and to
ensure
eInteractivity
between citizens,
enterprises and administration.

Effectiveness and transparency

of the Bulgarian Tax
Administration
taxpayers
National
Revenue
Agency
www.taxadmin.minfin.bg

Krum Garkov
+359 - (0)2 - 9859 - 3050
[email protected]

The Bulgarian Tax Administration

(BTA) has implemented electronic
d a ta exchange and
provided
electronic delivery of high-quality,
economically effective and easily
accessible services for its
businesses and citizens.

Electronic Gateway for Online

Administrative Services in
Stara Zagora
EGOASSZ
District Administration Stara
Zagora
egateway.sz.government.bg

Rayna Todorova
+359 - (0)42 - 613243
[email protected]

This eGovernment portal enables

businesses and citizens in the
Bulgarian region of Stara Zagora
to
receive
copies of documents and
submit online complaints,
warnings,
applications, and suggestions.

Electronic Information
System for Civil Registration
and
Administrative
Services
Bulgaria
IS for CRAS
Department of Civil Registration
and Administrative Services,
Development
www.grao.government.bg

Ventsislav Hristov
+359 - (0)2 - 9865191
[email protected]

IS for CRAS are eServices

provided by the Bulgarian
Electronic
Information
System for Civil
Registration and Administrative
Services (CRAS). The system
stores personal data for all
Bulgarian citizens.

Telemammography program
in the Brussels Region
IRISMAMMO
Brussels Region Information
Center (BRIC)
www.cirb.irisnet.be

The eID-project in Belgium:

General introduction of the
electronic identity card for
all
Belgian
citizens
Belgian eID
Federal Public Service Home
Affairs General Direction
Intitutions and Population
www.eid.belgium.be
BULGARIA

NSSI Clients: Online

declaration of insurance
contributions at the
National Social Security
Institute of Republic of
Bulgaria
NSSI Clients
National Social Security
Institute www.nssi.bg
NSSI-Reports: Up-to-date
insurance information for
internal clients and
digital certificate holders
of the Bulgarian National
Social Security Institute
NSSI-Reports
The National Social Security
Institute
www.nssi.bg
Public Procurement Register
ROP
Public Procurement Agency
www.aop.bg
Up-to-date health
insurance status
NSSI-Health
The National Social Security
Institute
www.nssi.b
g

Marin Kaltchev
+359 - (0)2 - 926 - 1500
[email protected]

NSSI allows online declaration of

insurance contributions by
employers and self-employed, and
registration of labour contract data
including signing, changing and
cancelling of contract s at the
National Social Security Institute
of Republic of Bulgaria.

Marin Kaltchev
+359 - (0)2 - 926 - 1500
[email protected]

The service provides a report with

updated information on declared
contributions, insurance payments,
registered labour contracts ,
applications and transfer of money
for the supplementary mandatory
pension insurance.

Marieta Popova
+359 - (0)2 - 9407054
[email protected]

The Public Procurement Register

is a unified electronic database
which cont ains information
about all procedures for the
award of public contracts.

Marin Kaltchev
+359 - (0)2 - 926 - 1500
[email protected]

This service includes the

submission of updated reports on
the health insurance status of all
Bulgarian citizens under the
Health Insurance Act and
provides information on the
periods not covered by health
insurance contributions.

Zlatica Tomasevic
+385 - (0)1 - 6102377
[email protected]

This
IT-solution
integrates
workflow organisation within the
Customs office and secure
handling of critical document s in
digital form, by est ablishing
norms
and
a framework for
digital document s that will be
able to replace paper forms.

Vanja Smokvina, Ma.Sc.

+385 - (0)51 - 20 96 34
[email protected]

IReCoB is an online billing system,

linking
service
providers,
customers and municipalities via a
concession
company,
which
produces one bill, combining all
payments for the living expenses
in Rijeka instead of having
several separate bills.

CROATIA
Croatian Customs
Administration:
Integrated customs
online services CCA
Ministry of Finance, Customs
Directorate
www.carina.h
r
Integrated residence cost
billing
IReCoB
City of Rijeka, IT Institute
www.rijeka.hr

CZECH REPUBLIC
ePUSA electronic Portal for
Local Self
Government ePUSA
Pilsen regional authority
www.epusa.cz

Public Administration Portal

PAP
Ministry of Informatics
www.portal.gov.cz

Usage of the transactional part

of the Portal of Public
Administration for
sending Annual Pension
Insurance
Records
APIR
Czech Social Security
Administration
www.cssz.cz

Vclav Koudele
+420 - (0)377 - 195 - 261
[email protected]

Jitka Novotna
+420 - (0)2 - 21008522
[email protected]

The portals main purpose is to

integrate access for storing and
using contact det ails of municipalities, preventing the inconveniences caused when both the
regions and the central authorities
repeatedly request this
information from the
municipalities.
PAP emphasises procedural and
technological solutions for the
public
administration
activity description
database, involving a number of
organisational measures to set up
and interconnect this database
with other parts of the portal.

Radka Polakova
+42 - (0)2 - 5706 - 2023
[email protected]

APIR is an the electronic gateway

for citizens and organisations,
developing electronic public
administration and providing a
s tandard interface for
electronic communication
with
sta t e
authorities.

Danish Register of
Underground Cable Owners
LER
National Agency for Enterprise
and Construction
www.ler.dk

Ulrik Roehl
+45 - 35 - 466339
[email protected]

LER helps preventing accidenta l

damages to underground utility
cables. This system lowers
administration costs in the
contracting sector and increases
supply security. The immediate
beneficiaries
are
professional
cable owners and contractors
and the end-users of utilities.

Digital Signatures in Denmark

DSDK
The Ministry of Science,
Technology and The
official digital signature
Danish
www.vtu.dk

Glenn Leervad-Bjrn
+45 - 33 - 955239
[email protected]

The digital signature was launched

in order to meet the increasing
demands of modernisation and
development in the public sector,
and allow the secure exchange of
confidential and sensitive data
using
the digital signature.

DENMARK

Electronic Invoicing in Denmark Thomas Fjeldberg

EID
Agency of Governmental
Management
www.oes.dk

+45 - 33 - 956862
[email protected]

EID transforms all systems and

administrative processes from
physical into digital handling of
invoices, credit notes and other
transactions. This reform affects
approximately 15 million invoices
a
year, and is expected to save the
public some 20 million annually.

Online Business Registration in

Denmark
WEBREG
Danish Commerce and
Companies Agency
www.webreg.dk

Torsten Grunwald
[email protected]

Webreg, an online registration

system, has gradually evolved to
cover thousands of business
registrations. Webreg means the
possibility to found a company or
to
change
one of Denmarks 520.000
businesses in a few minutes by
help of a digital signature.

Optagelse.dk Danish portal

for Higher Education
Optagelse.dk
Ministry of Education
www.op tagelse.dk

Erik Mller Hansen

+45 - 33 - 925761
[email protected]

Optagelse.dk (Admissions) is an
educational portal, making it
possible to apply to programmes
of higher education by Internet,
using
a
digital signature. The portal can
also be used by 9th and 10th
grade
students seeking admission to
youth education and training
programmes.

The automated tax

administration
TASTSELV
(SKAT Central Customs and Tax
Authority)
www.tastselv.skat.dk

Keld Borup
+45 - 72 - 373998
[email protected]

TASTSELV is the automated ta x

proces, with the least possible
inconvenience to the citizens (no
touch strategy), through which 97
percent of all data to the Danish
citizens tax declarations are
reported to the Central Customs
and Tax Administration (CCTA).

The Public Information Server

OIS
Erhvervs & Byggestyrelsen
(National Agency for Enterprise
and Housing)
www.ois.dk

Lars Misser
+45 - 35 - 466536
[email protected]

OIS offers efficient and easy

access for businesses, public
authorities
and
private citizens to publicly
compile property dat a through a
single port al on the Internet, and,
at the same time, make data
available
to
commercial
distributors,
the
property selling
data, thereby
ensuring sound competition in the
market
propertyfor
data.

VIRK The Danish Internet

Portal for the Danish
Commerce Sector
VIRK
Danish Commerce and
Companies Agency
www.virk.dk

Katrine Ring Andreassen

+45 - 33 - 307736
[email protected]

This public-private p artnership

between the Danish Commerce
and
Comp anies
and the
company
V irkAgency
A/S operates
an
internet portal delivering a number
of fully digital solutions for the
benefit of companies as well as of
public administration.

Karin Pihl
+372 - (0)7 - 361 - 421
[email protected]

M-teacher is a part of the m-City

pro- in city of Tartu. Teachers
ject
have access to a special
environment
on
the
internet where
they can easily
send SMS messages to parents to
make communication between
school and home more efficient
and effective.

ES TONIA
M-teacher
mT
Tartu City Government
www.tartu.ee/mcity

FINLAND
Open Espoo Finland
Open EspooT
he City of Espoo
www.espoo.fi/avoinespoo

Simo Reipas
+358 - (0)9 - 816 - 22265
[email protected]

Open Espoo is a web service,

fostering the participation of
inhabitants and other interested
parties
in
the
development
planning processes in the city of
Espoo by providing access to
the
decision
making
process and to official
documents.

The .FI Domain Name System

.FI ccTLD
Finnish Communications
Regulatory Authority
https://domain.ficora.fi

Juhani Juselius
+358 - (0)9 - 6966743
[email protected]

.FI ccTLD registry, operated by the

Finnish Communications Regulatory Authority, enables citizens
to apply for domain names which
are
granted
in a few minutes and paid
for online.

Cybercantal territoires
Cybercantal II
Conseil General du
Cantal www.cg15.fr

Vincent Descoeur
+33 - (0)4 - 71462090
[email protected]

This structural and territorial plan

dedicated to organising 27 public
eAdministration
desks
with
optional video-conference tools, to
link local, and national eAdminiregional
stration services for citizens, and
to
adopt
best
practices
of
eAdministration.

eVote-CCI: An innovative,
legally binding Internet
Voting for the French
Solution
Chambers of commerce and
Industry
eVote-CCIACFCI
www.acfci.cci.fr

Wanda Egger
+33 - (0)1 - 40693723
[email protected]

With eVote-CCI, 340,000 entrepreneurs in five French cities

could,
for
the first time, elect the
members of the French
Chambers
Com- (CCI) through
merce
and of
Industry
an Internet voting system.

FRANCE

FAST Secure Exchange

Christophe Vattier
Gateway
+33 - (0)1 - 58507434
FAST
christophe.vattier@caissedes
Caisse des depots et consignation depots.fr
www.fast.caissedesdepots.fr

The key objective of FAST is to

secure the electronic exchange of
documents
passing
between
public
administrations
in
Europe. For
different
purposes, European
administrations exchange more
than 6 billion documents annually.

Maritime circulations
monitoring and
information services for
the purpose
of
maritime
safety
TRAFIC2000
Direction of Maritimes Affairs
www.mer.gouv.fr

This information system gathers

information relating to maritime
safety held by different actors
(MRCC, ports, etc.), and automatically forwards them to the
partners of the system, according
to the needs and geographical
specificities of each partner of the
system.

Jean-Bernard Erhardt
+33 - (0)1 - 44498554
jean-bernard.erhardt@
equipement.gouv.fr

net-entreprises.fr, the official

website for social
declarations net-entreprises
GIP-MDS
www.net-entreprises.fr

Jolle Vaucelle
+33 - (0)1 - 5658585
[email protected]

net-enterprises is a business
oriented service, of fered to
companies and their trusted third
parties (chartered accountants ,
specialised management units) by
the social protection public and
private institutions to fill out and
pay their social declarations
and contributions by Internet.

Online change of
address ADAE Agency
for the electronic
administration
development
www.changementadresse.gouv.fr

Vivien Tran-Thien
+33 - (0)1 - 42755249
[email protected]
r

The service Online change of

address provides the citizen with
a single entry point to the public
services when changing address.

PRATICS: Better Internet

Accessibility for all
Citizens PRATICS
IBS
www.ibs-eu.com/projet_pratics/
PRATICS/accueilpratics.htm

Schhrazade Boulariah
+33 (0)3 - 83 - 410258
[email protected]

This project facilitates the access

to internet and to electronic
admini- stration services for all,
allowing disabled and literacy
poor people and those in
difficulties
to
enjoy
equal
opportunities and a higher degree
of social inclusion.

Signes en ligne: The French

Sign language online
ADAE Agency for the
electronic administration
developmentA62
www.adae.gouv.fr

Cline Montagne
+33 - (0)1 - 42755537
[email protected]

This platform provides one-to-one

visual interpretation services for
deaf people in order to help them
with their day-to-day proceedings
in the context of administrative
matters.

The RATP kiosks of

information internet: Eservices beyond transport
URBAM
RATP Commercial Dep
artment/ Marketing
www.ratp.fr

Danielle Gance
+33 - (0)1 - 58764747
[email protected]

URBAM provides internet services,

such as traffic information, mobile
phone services, web mail, leisure
time and tourist information, job
offers and much more to 3.5
million customers daily, for a total
of 35 million French and foreign
users per year.

www.marchespublics.gouv.fr ADAE
Agence pour le
Dveloppement de
lAdministration Electronique
www.marches-publics.gouv.fr

Esther Lanaspa
+33 - (0)1 - 42755784
[email protected]

This web-portal allows the public

services to publish their call for
tenders,
and
for
private
enterprises to
respond
to
these of fers electronically. By
doing so, the site contributes to
competition requirements in the
public sector, in line with the
recommendations of European
Commission.

GERMANY
Competence centre workflow
management, processes
and organisation of the
Federalof Administration
Office
CC VBPO of the BVA
Federal Office of Administration
www.bundesverwaltungsamt.de

Stefan Salz
+49 - (0)221 - 758 - 1547
[email protected]

As a part of BundOnline, the competence centre workflow

manage- ment, processes and
organisation provides support in
programme
process analysis and optimisation
as well as in introducing workflow
and document management
systems.

Dr. Evelinde Hutzler

+49 - (0)941 - 943 - 4411
[email protected]

The Electronic Journals Library is

a cooperative library service for
the
effective
use of academic
electronic journals. The University
Library of
Regensburg
provides
the
technical
and
organisational
infrastructure for the EZB and is
responsible
for the of this service.
further
development

Dr. Ursula Dankert

+49 - (0)40 - 42823 - 1725
[email protected]

HamburgGateways goal was to

offer online services to its
customers while using the existing
applications,
and to create an infrastructure that
is the access point for all
customers
to all online services of the city
and state of Hamburg.

Online-applications for the

acknowledgement of
disability
The
online
applicationBayerisches
Landesamt fr Versorgung
und Familienfrderung
www.schwerbehindertenantrag.
bayern.de

Harald Freiherr von Steinaecker

+49 - (0)921 - 605 - 3234
Harald-v.-Steinaecker@lvf.
bayern.de

This is the first online-application

for acknowledgement as a
disabledin Germany. It works like
person
an interactive interview asking
only
questions
which are relevant to the
individual case. The onlineapplication is available 24/7,
secure
and
accessible to people with
disabilities

Starter-Center Karlsruhe/OneStop-Shop Trier: The short

way
through
licensing/
business start-up
formalities
Starter-Center
Karlsruhe/One- Stop-Shop
Trier Handwerkskammer
Karlsruhe
ww
w.hwk-karlsruhe.de

Brigitte Dorwarth-Walter
+49 (0)721 1600 160
[email protected]

The Starter-Center and One-StopShop allow simplified business

registration. A specially developed
tool supports the registration with
the chamber and all other relevant
public authorities and social
security institutions.

Dimitris Zafiriadis
+30 - (0)210 - 3722030
[email protected]

Athena is a network of the

Municipality ofAthens that
provides information and services
to people seven Citizens Service
through
Centres (CSC face to face
services), one Immigrants Service
Center (ISC) and one Call Center,
connected by a database.

Electronic Journals Library

EZB
University Library of Regensburg
www.bibliothek.uni-regensburg.de/
ezeit

Ministry of Finance
www.service.hamburg.d
e

GREECE

Athena Network
Municipality of Athens
www.cityofathens.gr

e-Trikala, the First Digital City

in Greece: The implementation
model for Municipal Area eGovernment environments
e-Trikala
Municipality of Trikala,
Greece www.e-trikala.gr

Leo Anthopoulos
[email protected]

The Digital City offers a global

virtual environment for public
transactions and achieves the selfmaturation
of
local
communities
regarding
information and communication
technologies.

The Holy Metropolis of

Leros presentation of
Historical
Archives
HMOL
Holy Metropolis of Leros

George Chryssoulis
+30 - (0)22470 - 23211
[email protected]

This is the electronic registration,

classification and preservation of
the Archive of the Holy Metropolis
of Leros, which includes births,
christenings, weddings, divorces,
burials etc. from the year 1800
until today.

Citizen Gateway
CG
the Prime Ministers Office
www.magyarorszag.hu/parbesze
d

Zsolt Fbos
+36 - (0)1 - 441 - 2578
[email protected] u

The Citizen Gateway operated by

the Government of Hungary
provides entry for and ensures
identification of citizens. The
system
enables
citizens
to
establish secure
connections
with organisations
performing e-business
transactions
with and for citizens.

eGAMES eGovernment
assessment, measuring
and evaluation system
eGAMES
Electronic Government Centre of
www.magyarorszag.hu/parbesze
d

Zsolt Fbos
+36 - (0)1 - 441 - 2578
[email protected] u

The effects and imp acts of egovernment actions and solutions

are very difficult to measure. That
is in essence why eGames, a
special dialogue panel, was
created
to
let citizens evaluate eGovernment programmes in Hungary.

Internet based public

administration service-provider
system
XR System
Ministry of Interior Central Data
Processing, Registration and
Election Office
www.magyarorszag.hu

Dr. Lszl Erdlyi

+36 - (0)1 - 299 - 7269
[email protected] u

XR makes it possible for the

customers and clerks managing
the
administrative procedures at the
authority, to communicate with
each other in an interactive
way by
electronic
means. The logisticsupporting interface allows
customers
to
book
an
appointment (date and time) at
the document offices connected
to the V irtual
Customer
Service Desk.

Gudfinna B. Kristjnsdttir
+354 - (0)5 - 25 8523
[email protected]

With this solution the citizens of

Gardabaer can access a one-stop
portal for all their dealings with the
municipality offices, where they
can request information and
services and get access to a
complete
history of the handling and status
of their case within the
municipality.

HUNGARY

ICELAND
My Gardabaer, an integrated
citizen portal and
municipal case
management system
Gardabaer
Municipality
minn.gardabaer.is

Open access fiber network to

every household and building
in Seltjarnarnes
FTTH-Seltjarnarnes
The town of Seltjarnarnes
www.seltjarnarnes.is

Oskar J. Sandholt on behalf of the

town mayor, Jonmundur
Gudmarsson
+354 - 5959 - 121
[email protected]

The town of Seltjarnarnes, in

collaboration with Reykjavik
Energy,
is laying afibre
optic
cable This
and
installing
services
network.
will allow services accessible to
both computers and televisions.

The Web Cargo Security

System of the Directorate of
Customs in Reykjavik
The Web Cargo Security
System
Tollstjrinn i Reykjavk
https://vefafgreidsla.tollur.is/
farmvernd

Karl F. Gardarsson
+354 - (0)1 - 5600555
[email protected]

Information on cargo security

regarding export by vessels is
kept in this centralised
database. All
parties,
both
from
the
administration and the private
sector, responsible for cargo
security
access
to System,
the
Webhave
Cargo
Security
where all necessary tasks can be
completed and useful information
be found.

Declan O Riordan
[email protected]

This is a mobile system of

delivering a solution which
eliminates the inefficiencies of
currentnot
processes,
while
inconveniencing the
officers who currently carry out
these essential tasks.

eCabinet

Gary Davis
+353 - (0)1 - 6194089
[email protected]

eCabinet is an Irish Government

initiative
instigated
by
the
Taoiseach (Prime Minister) and
developed
by in co-operation
his
Department
with all Government
departments.and
It transforms the
modernises
way the Irish Government
(Cabinet)
consultation
and
decision-making
process operates.

Meath County Council

Michelle Galvin
+353 - (0)46 - 9097318
[email protected]

The objective of Communities

Online Together is to build and
enhance community structures
through the provision of ICT
assisted facilities that both
augment
and
enhance existing communication channels of community and
voluntary groups or organisations.

IRELAND
DAFM Department of
Agriculture and Food
Mobile DAFM
Department of Agriculture and
Food Ireland
www.agriculture.gov.ie
Project of
the Government of
Ireland
eCabinet
Project
Department
of the Taoiseach
(Prime Minister)
www.taoiseach.gov.ie

Communities Online
Together Initiative
COT
Meath County Council
www.meath.ie/community/
websites.html

Mobhaile Extending the use of Tim Willoughby

Information and
Communication Technologies
Mobhaile
Local Government Computer
Services Board
www.mobhaile.i
e www.lgcsb.ie

+353 - (0)1 - 6457000

[email protected]

Mobhaile is an interactive service

developed by the Irish Local
Government Computer Services
Board to extend the use
of
information
and communication
technologies to all sectors of
society.

Revenue On-Line Service in

Ireland
ROS
Revenue Commissioners, Ireland
www.revenue.ie

Margaret Whelan
[email protected]

The Revenue Online Service

(ROS) is an internet-based
eGovernment
service
facility
which provides
business
withIrish
a free, secure,
confidential, and easy-to-use
facility
to conduct their revenue related
transactions 24 hours a day 365
days of the year.

Single Payment Scheme Project

SPS
Department of Agriculture and
Food
www.agriculture.gov.ie

Maurice Nolan
+353 - (0)1 - 6072000 - 2133
[email protected]

The introduction of the Single

Payment Scheme (SPS) radically
changes the basis on which
payments are made to farmers by
de-coupling
p ayment
and
production for over 13 schemes
and
consolidates a range of schemebased payments into one single
payment.

The National eLearning Project

in Ireland
The Online Learning Centre
HSE North Western Board
www.tohm.ie/learningcentre

Pat Kenny
+353 - (0)87 - 2837406
[email protected]

The Public Services Broker

PSB.ie
Reach
www.reach.ie

Ger Coughlan
+353 - (0)1 - 6141507
[email protected]

The National eLearning Project

provides an online training facility
for all Health Care st af f,
from
management
to
administrative
support
and clinical disciplines. It
makes available a range of online
learning support tools in addition
to
25 eLearning training courses.
Irelands Framework for Transforming Delivery of Public
Services,
PSB,
is an integrated set of
s tandards, shared services, and
capabilities designed for transforming the delivery of services to
the public and including a single
mechanism for access to public
services.

ITALY
Ability Passport of Regione
Piemonte A regional service
network for disabled citizens
PABI
Regione Piemonte Direzione
29.4 Assistenza
extra ospedaliera
www.regione.piemonte.it

Michele Oberto Tarena

+39 - (0)11 - 432 - 1523
michele.obertot
arena@regione. piemonte.it

PABI is a network system to

simplify the access of disabled
people to offered
all
services
in the Piemonte
region. The Ability Passport has
created a central digital repository
of the disability certifications in
Piemonte.

Artificial Neural Network and

Expert System with a support
information device for
clinicaldiagnostic
management of
patients with carcinoma
breast A.N.N.E.S-B.C.
Local Sanitary Agency Naples
3 www.aslnapoli3.it

Attilio Bianchi
+39 - (0)81 - 8891752
[email protected]

The objective of the project is to

develop methodologies and algorithms for a system that uses Artificial
Neural
Networking
to
improve the interpretation of
mammography, and to create a
software
that serves
the
diagnostic
integration for
physicians.

ASP-Protocol and
Document Management
System ProtocolloASP
CNIPA
www.cnipa.gov.it

Ing. Rosanna Alterisio

[email protected]

This system does the IT management of the document life-cycle

and an optical based data
storage.
It is provided to public
a
service
administrations for a monthly fee
that helps to reduce paper based
documents
and
document
management.

AtoB Piemonte Online

services for businesses
AtoB Piemonte
Provincia di Torino
www.provincia.torino.it/e_gov/
documenti/atob.htm

Roberto Grillanda
+39 - (0)11 - 861 - 2270
[email protected]

The AtoB Piemonte project is the

eGovernment scheme put forward
by the eight provinces in the
Piedmont region in order to
develop addressed to the
services
business world.

AtoC Comune facile

AtoC
Citt di Torino
www.comunefacile.it

Sandro Golzio
+39 - (0)11 - 442 - 3235
[email protected]

Comune facile has created an

innovative web-based system for
managing the rights and duties of
citizens: from auto-certification to
paying taxes and fines, from
building permits to useful local
information such as ground
conditions and the traffic situation.

Borsa Lavoro del Piemonte

(Piedmont Labour Exchange)
BLP/PLE
Regione Piemonte Direzione
Regionale Formazione
Professionale Lavoro
www.borsalavorodelpiemonte.it

Mario Scollo
+39 - (0)11 - 432 - 3470
[email protected]

This is a virtual meeting place

which, in close connection with
local, regional and national
bodies, guarantees the linking up
of
a
vast
network
of
employment
centre for citizens
service
operators
looking for a job.

Borsa Lavoro Lombardia:

Delivering integrated
services
to
citizens, business
and enterprises
BLL
Agenzia Regionale per il Lavoro
Regione Lombardia
www.borsalavorolombardia.net

Luca Zoller
+39 - (0)2 - 66743 - 236
cristina.dorati@agenzialavoro
lombardia.it

BLL is an integrated-access
system providing employment,
training and
education
services. It aims to
create a transparent and
seamless
services
model
addressing
citizens
and
companies,
accessible over different channels
(a web site,
a call
centre,
an interactive
TV service)
and linking up public administrations acting in the labour
market at different levels.

Business Process
ReengineeringAdozioni
Internazionali Modello Sicilia
BPR AI MS
Regione Sicilia Assessorato
della famiglia, delle politiche
sociali e delle autonomie locali
www.modellosicilia.org

Andrea Bertani
+39 - (0)349 - 990038
[email protected]

BPR AI MS realises the operative

integration of Juvenile Courts
,Social
Services
of
Local
Institutions, Health Agencies at the
local and regional level through
the use of
workflow
management modules.

Carta-IN: A credit card for

e- learning
Carta-IN
www.cartain.regione.campania.i
t

MariaAdinolfi
[email protected]

This is project focused on Internet

and communication technology
diffusion, which aims at improving
quality in eLearning, acquiring ICT
and language skills to reduce the
risk of unemployment.

Central Booking Unit (Centro

Unitario di
Prenotazione) CBU
(CUP)
Revenue
Agency
www.agenziaentrate.gov.i
t

Paola Di Napoli
+39 - (0)6 - 5054 - 3242
[email protected]

This appointment booking system

for all local offices allows taxpayers who have to make
personal
visit sto book an appointto
the offices
ment with a tax officer, thus
avoiding frustrating waits in
queues at office
counters.

Contact Center of the Land

Agency (Agenzia del
Territorio) CCLA
www.agenziaterritorio.gov.it
/
servizi/variazionicatasto/index.htm

Luca Montobbio
+39 - (0)6 - 47775 - 211
[email protected]

Anyone who notes errors related

to the cadastral description of their
real estate, or Cartography and
Public
Real Estate Registers can directly
forward a request via Internet to
change such data through the Land
Agencys Contact Centre.

Digital Signature of the

Decrees issued by the
President of the
Autonomous
Region of Friuli
Venezia Giulia (Italy)
Digital Decrees FVG
Regione autonoma Friuli Venezia
Giulia
www.regione.fvg.it/welcome.asp

Carlo Martone
+39 - (0)40- 377 - 3551
[email protected]

Digit al Decrees FVG aims at

replacing official paper documents
with digital documents that have
full legal value. This solution
eliminates
the space and time barriers
hindering the circulation of
administrative documents within a
complex, scattered organisation.

Document Capture for the Tax

Litigation Process
DoCaTaLiP
Ministry of Economy and Finance
Department of Fiscal Policy
www.finanze.gov.it

Stefania Pompili
+39 - (0)6 - 5026 - 7710
[email protected]

This project has eliminated the

need for back office staff to carry
out revisions or to search for
missing
tax
information. Tax payers no
longer have to spend hours
queuing
and get an immediate receipt with
an official registration number
over the web.

eAutoliquidazione: online
services and offline products
for
self-payment
of
insurance premiums
eAutoliquidazione
INAIL
servizi.inail.it

Dr. Piero Giorgini

+39 - (0)6 - 5487 4940 [email protected]

This programme makes it easier for

employers to pay premiums for
their employees. It has simplified
the system of self-p ayment for
usersINAIL through an online
and
procedure.

e-cremona.it, online public

services for e-participation
and e-government
e-cremona.it
NetPeople
www.e-cremona.it

Diego Sossi
+39 - (0)372 - 418219
[email protected]

e-cremona.it is a public vortal

(vertical port al) developed to
increase the dif fusion of
communication technologies, and
to promote eParticip ation and
eGovernment services to all the
citizens of the territory.

 eProcurement

Sergio Crescimanno
[email protected]

The eProcurement project is

geared
to
optimising
expenditure by reducing costs
and using
simpler,
more
rapid
and transparent
procedures, improving communications between Public Administration and the business world (in
particular SMEs), and generating
a
fair market for SMEs as well as
expanding supplier markets.

European regions UNDER way

towards STANDard indicators
for benchmarking
information society
UNDERSTAND
Regione Emilia-Romagna
www.understand-eu.net

Chiara Mancini
+39 - (0)51 - 639 - 7893
[email protected]

UNDERSTAND is a benchmarking
initiative where regions define
common indicators and carry out
data collection for benchmarking.
The areas of interest include
citizens, firms, e-government,
broadband supply.

Forum QCS The portal of the

Monitoring Committee in Italy
QCS
Ministero Economia e Finanze
Servizio Fondi Strutturali
Comunitari
qcs.tesoro.it

Dr.ssa Paola De Cesare

+39 - (0)6 - 4761 - 9919
[email protected]

Forum QCS is a portal designed to

enable users to find, share and
publish
information
within
business
departments
and
throughout entireportal was created
businesses.The
as a structural funds service to
enable more efficient organisation
of information.

Teresa Alvaro
+39 - (0)6 - 5024 - 6519
[email protected]

FALSTAFF implement s a
n information system for the
fight counterfeiting in the Italian
against
Customs Information System
(AIDA). The project involves the
automation of over 400 customs
offices throughout Italy, involving
9.000 internal users and 15.000
external users.

Implementation of
online services for
farms
Agriservizi
Regione Emilia-Romagna Dept.
of Agriculture Regional
Information Systems
www.ermesagricoltura.it/wcm/
ermesagricoltura/
sportello_agricolo/
sportello_agricolo.htm

Sergio Frabetti
+39 - (0)51 - 284491
[email protected]

Agriservizi will implement ICT

services and a unique registry for
farms to allow them to present
requests directly online to local,
regional and national public
administrations.

Italian InformativeAgricultural
System: the Geographic
Information System of AGEA
SIAN AGEA
www.agea.gov.i
t

Maurizio Piomponi
[email protected]
t

SIAN is the single, integrated

information system in use by the
Italian Ministry of Agriculture. It
includes services for fisheries,
agrometeo, and food safety, helps
farmers
request
aid
and
payments,
supports the Forestry Service and
enables GIS land management
and
crop controls.

E-Proc
Regione Piemonte Direzione
Organizzazione, Pianificazione,
Sviluppo e Gestione delle Risorse
Umane
www.regione.piemonte.it
www.acquistisistemapiemonte.it

Fully Automated Logical

System Against Forgery &
Fraud in the Italian Customs
Information System AIDA
FALSTAFF
www.agenziadogane.gov.it
/
italiano/falstaff/index.htm

Italian National Business Portal

INBP
CNIPA
www.impresa.gov.it

Elvira Filiaggi
4384 [email protected]

This service consists of the

electronic online compilation of the
sickness certificates of workers by
the family doctors and their direct
submission to INPS (National
Social Security Institute). It also
makes possible the creation of a
large historical dat a bank on
epidemiology, which will be
available to the medical
community
and other interested institutions.

LEPIDA: The broadband private

network of the Emilia-Romagna
Public Administration
LEPIDA
www.regionedigitale.net/wcm
/
erdigitale/infrastrutture/
banda_larga.htm

Gaudenzio Garavini
+39 - (0)51 - 639 - 7617
[email protected]

The investment for LEPIDA is

shared by the public
administration and private
companies
use
of part which
of themake
infrastructure to
provide broadband connectivity
services to the private market.

Liguriainformasalute
Liguria informs on healthcare
LIS
Regione Liguria Assessorato
alla Salute Dipartimento Salute
e Servizi Sociali
www.liguriainformasalute.it

Domenico Francesco Crupi

+39 - (0)10 - 5485956
[email protected]

LIS is a healthcare port al and an

access gate to institutional and
specific content and services offered by both the Regional
Authority
and
all healthcare providers within
the regional territory.

Network of Regional
Competence Centres
for eGovernment and
the
Information
Society
RCCs
CNIPA (National Center for IT in
Public Administration)
www.cnipa.it

Roberto Pizzicannella
+39 - (0)6 - 85264486
[email protected]

The RCCs are units established by

a joint initiative by the Ministry of
Innovation and Technology and
the
Regions,
active all over It aly to
enable eGovernment innovation
through training, information and
technical assistance.

ODIS The Italian Man

of health-Project
ODIS
Comune di Lignano Sabbiadoro
www.lignano.org

Dott. Silvano Delzotto

+39 - (0)431 - 409111
[email protected]

ODIS allows older tourists in this

popular holiday destination to stay
connected with doctors at home
(in case a minor problem
arises). can receive a check-up of
Tourists
v i ta l parameters (ECG, S
pO2, Temperature) that can be
seen
from in real time by the
a
distance
tourists doctor.

Online Customs and Excise

Service Self-Registration
Request
OCES
Italian Customs Agency
www.agenziadogane.gov.it/
italiano/dcagp/istruzionischeda/
std.htm

Teresa Alvaro
+39 - (0)6 - 5024 - 6519
[email protected]

The online customs and excise

service allows various types of
declaration forms to be sent direct
to the Customs Agency, as an
alternative to sending p a p e
r documents or back-up discs.

Online Filing of the Cadastres

Single Declaration Form
Docfa online service
Land Agency
sister.agenziaterritorio.it

Online registration of rent and

leasing contracts
RRLC
Revenue Agency
www.agenziaentrate.gov.it

Angela Isidoro
[email protected]

The service enables the online

filing or updating of proposals
pertaining to buildings, including
declarations
about
newly constructed buildings
and changes to existing ones. The
LandAgency has simplified access
to and availability of services
through this project.

Paola Di Napoli
+39 - (0)6 - 5054 - 3242
[email protected]

RRLC has been designed to allow

the online registration of rent and
leasing contracts, the use of
online procedures to carry out
other
to
be tasks
fulfilled after registering the
contract, as well as the online
registration of Land rental
contracts.
The project aims to train about one
thousand citizens aged 60 or over
who are residents in Turin on how
to use the Internet in order to
access services for citizens, to surf
the web and to use email.

Over 60 Web
Wois
Comune di Torino
www.comune.torino.it/internet_60

Alessandro Battaglino
+39 - (0)11 - 442 - 3088
alessandro.batt aglino@comune.
torino.it

Punto di Contatto INPS

INPS Contact Point
INPS
www.inps.it

Daniela Romano
+39 - (0)6 - 5905 - 3233
[email protected]

The Punto di Contatto INPS is a

point for supplying INPS services.
The goal was to extend INPS
frontoffice and to maximise the
utilisation of e-services.

Gianni Maglione
+39 - (0)432 - 549111
[email protected]

The objective of the SISRCR

(Regional Integrated Health
Services for the Continuity of
Medical Treatment) is creating an
integrated system for the Health
Agency and the Health Service
Authorities of the Region FriuliVenezia Giulia.

Regional plan of the activation

of an information and
communication system for
the administrations
local
SISCoTEL
Regione Lombardia
www.ors.regione.lombardia.it

Alberto Bernini
+39 - (0)2 - 6765 - 4826
[email protected]

SISCoTEL meets the needs of

public administrations to
guarantee better services, greater
participation
of
citizens in public choice and an
equal and widespread system that
eliminates every digital divide in
online service in all regional
territories.

Regione Campania Portal for

Citizens and Civil Servants
Regione Campania Portal
Regione Campania
www.regione.campania.it

Maria Adinolfi
+39 - (0)81 - 7968400
ricercascientifica2@regione.
campania.it

The Portal connect s the citys

people with information to
encourage participation in the
regions life; affordable access
strategies to address the digita l
divide and further work on the
telecommunications infrastructure
are provided.

Regional Integrated Health

Services for the Continuity of
Medical Treatment
SISRCR
Agenzia Regionale della Sanit
www.sanita.fvg.it

Senso@lternato An
interactive Council Bill
system Senso@lternato
Regione Umbria Consiglio
regionale
www.crumbria.it

Franco Todini
[email protected]

ways) is an interactive system that

permits every citizen to be
informed
by e-mail about Council bills and
offers. Citizens have the
tpossibility
o
pass
comment s
or
make proposals directly to the
Commissions that follow the bills
online.

Sickness certificates online and creation of an

epidemiological data
warehouse
Celine
INPS National Social Security
Institute
www.inps.it

Marco Zanotelli
4194
[email protected]

This service consists of the

electronic online compilation of
sickness certificates of workers by
family doctors and their direct
submission to INPS (National
Social Security Institute). It also
enables the creation of a large
historical
dat a
bank
on
epidemiology, which will be available
to the medical community and
other
interested institutions.

SIGLA: a flexible, portable and

reusable ERP system for
Research Management
SIGLA
Consiglio Nazionale delle
Ricerche (Italian National
Research Council)
www.cn r.it

Maurizio Lancia
3287
[email protected]

SIGLA is the integrated planning

and financial accounting system
developed by the Italian National
Research Council to support the
financial resource management
process, from guideline and
objective definition, to budget
production and result verification.

SIL Sardinia: Virtual Labour

Market for citizens
and businesses
SIL Sardinia
Regione Aut. della Sardegna
Assessorato Lavoro,
formazione
professionale, cooperazione
e sicurezza soc.
www.sil-sardegna.it

Roberto Neroni
+39 - (0)70 - 6065704
[email protected]

SIL Sardinia integrates public and

private players within the local
labour market and provides
power- ful and intuitive tools to
manage the
matching
of job supply and
demand and to turn timeconsuming
back into electronic
of fice activities
information flows.

Single Regional Centre for

Health Services Booking
RECUP
Laziomatica S.p.A.
www.laziomatica.it

Alessandra Poggiani
+39 - (0)6 - 51684887
[email protected]

This project enables the continuity

of care to patient s through the
mutual availability and sharing of
information provided by general
practitioners (GPs), hospitals and
ambulatory specialists and by the
various health care structures
across the regional territory.

System for the online request

of goods and services
SABS
Presidenza del Consiglio dei
Ministri
www.governo.it

Salvatore Tucci
+39 - (0)6 - 6779 - 4185
[email protected]

SABS is a system for the request

submission and delivery tracking
of
goods
and services. The system
collects the request s made by
users and forwards them to the
operator.

Telemedicine Electronic
Signature in Care Activities
for Paper Elimination
TeleMed-ESCAPE
Treviso Health Care Unit ULSS9
www.progettiescape.it

The Centre for Economic and

Fiscal Research and
Documentation joins the
Institute of Economics and
Finance: an integrated
solution CeRDEF & SSEF
CeRDEF
www.cerdef.it

The e-government system

Cittadino+
Cittadino+
Comune di Francavilla al mare
www.comune.francavilla.ch.it

Roberto Rigoli/ Claudio Dario

+39 - (0)422 - 32 2658
[email protected]

Giulia Ferrari
+39 - (0)6 - 5801 4160
[email protected]

Cinzia Rossi
+39 - (0)85 - 4920 - 251
[email protected].
ch.it

The Marche Region

document flow management
project FDRM
Regione Marche Servizio
Informatica (Marche
Region Government
Authority Informatics
Service) fdrm.marche.it

Lucio Forastieri
+39 - (0)71 - 806 - 3500
[email protected]

The role of telework in

supporting the
Cadastral updating
system
Italian Land Agencys database
The Italian Land Agency/Agenzia
del Territorio
www.agenziaterritorio.it

Augusto Piferi
+39 - (0)6 - 47775 - 467
[email protected]

Web access within the

Processo Civile Telematico
Giulio Borsari
(On Line Civil Trial)
+39 - (0)51 - 4200210
PCTwebAccess
[email protected]
Ministero della Giustizia (Italian
Ministry of Justice)
www.processotelematico.giustizia.it

The purpose of TeleMed ESCAPE

is to eliminate the use of printed
documents within the Health Care
Unit. The project has developed a
completely digital system to sign,
transmit, extract/ deliver and store
clinical documents, preserving the
privacy and the security of
healthcare data.
This is an integrated environment
which processes and stores
information,
research
and
education materials in all aspects
of economic and fiscal matters.
This
site
allows
public
administration
personnel,
tax
professionals and private citizens
alike to access, dialogue with and
cross link to all the economic and
fiscal information data bases and
services.
Cittadino+ provides the local
Public Administration with tools
able to supply online services to
citizens, enterprises, and other
public administrations. It has
enabled the municipalities in the
region to better serve the more
advanced require- ments of their
clients.
The FDRM aims at realising a
system enabling every local public
administration in the region to
adopt a shared system of IT
protocol and management of
document flows in accordance
with the national e- government
strategy.
This telework initiative of the
Italian Land Agency reorganises
current information, eliminates
paper
backlogs,
aligns
information and the digitisation of
real estate deeds, and retrieves
missing Cadastral data.
PCTWeb
access
is
an
infrastructure for two-way data
and document interchange and
interoperability between external
and internal users of the civil
justice through a high- security
PKI architecture using state-ofthe-art technical standards.

Web Site of the Cartographic

Centre of the Calabria
Region CCR Web Site
Regione Calabria Sistemi
Informativi e Societ
dellInformazione Centro
Cartografico
www.regione.calabria.it

Dott. Tonino Caracciolo

+39 - (0)968 - 444300
[email protected]

This website enables people in

local and central government to
use innovative methods and tools
useful for the geographical
information
collection
and
analysis and management of
topographic data bases.

Edmundas Kazakevicius
+370 - (0)5 - 2663 889
[email protected]

This project allows to present the

coordinated and unanimous
position of Lithuania in the EU
institutions by allowing policy
makers to share information and
communicate easily.

Jonas Beresnevicius
+370 - (0)41 - 524532
[email protected]

The project has developed and

implemented a modern regional
information system that provides
centralised eServices to the
Siauliai County Administration
and
the
region
s
municipalities. It also makes
managing information on the
regional website more convenient
and operative, and enables
multilingual information and
interactivity.

LITHUANIA
Information system of the
Lithuanian membership in
the European Union
LINESIS
Office of the Prime
Minister www.linesis.lt
Siauliai Region Information
System
AVA IS
Siauliai County
Administration
www.siauliai.aps.lt

The Electronic Tax

Declaration Project in
Lithuania:A Successful
Beginning of Interactive and
Intelligent e- Services
EDS
State Tax Inspectorate under the
Ministry of Finance of the
Republic of Lithuania
www.vmi.lt

Eidris Karevicius
+370 - (0)5 - 2687802
[email protected]

EDS allows tax declarations also

to be filled in by hand, preventing
the digital divide and maintaining a
high level of integrity.

MALTA
A new website for the National
Statistics Office in Malta
NSO website
Ministry for Investment, Industry &
Information
Technology
www.nso.gov.mt

Claudio Grech
+356 - 21226808
[email protected]

The project consists of the design,

development and implementation
of an eGovernment service
website for the National Statistics
Office. NSO uses the website to
collect data from the public for the
completion of various surveys
and to disseminate data to the
public.

Maltas Electronic Identity

e-ID
Ministry for Investment, Industry &
Information Technology
www.gov.mt

Online vehicle licence renewal

eVERA
Ministry for Investment, Industry
& Information Technology
www.licenzji-vetturi.gov.m t

Passports online
ePassports
Ministry for Investment, Industry
& Information Technology
www.passports.gov.m t

Claudio Grech
[email protected]

The Government of Malta has

introduced an e-ID system that
allows every Maltese citizen and
business to have personalised
and secure access to data and
online
government services after having
registered and authenticated
themselves.

Michael Gonzi
+356 - (0)21 - 226808
[email protected]

eVERA is a web
application
developed
for the Malta Transport
Authority (ADT), providing citizens
with the facility to renew their
vehicle
road
licences online, pay any outstanding contraventions, upgrade
the road licence to a Valletta
licence and check their next
Vehicle Roadworthiness Test
(VRT).
The ePassports website provides
the facility for Maltese citizens
above the age of eighteen to apply
for a passport and pay for it
online.
The
system uses an electronic
identity mechanism and thus
guarantees security,
confidentiality, authenticity and
integrity
of data
being
exchanged.

Claudio Grech
+356 - 21226808
[email protected]

NORWAY

Public eProcurement in

Andr Hoddevik
+47 - 22 - 249667
[email protected]

This is a fully operational tool for

electronic public procurement.The
electronic Marketplace is operated
by a private e-procurement
service IBX AS. The main goal
provider,
of the initiative has been to lower
the
threshold for taking e-procurement
in use, both for public sector
entities and their suppliers.

The Digital Film Archive

Filmarkivet.no
The Norwegian Film Institute
www.filmarkivet.no

Ole A. Werring
+47 - 91 - 684994
[email protected]

Filmarkivet.no is a Video on
Demand service for PC and IPTV.
The service provides more than
200
Norwegian featureold
films,
short
documentaries,
commercials
and films of historical interest.
There
are also films for educational
purposes and international films.

The Norwegian Tax

Administration The e-Service
Innovator
Er@
Skattedirektoratet (The
Directorate of Taxes)
www.skatteetaten.no/Templates/
Emne.aspx?id=7429

Karl Olav Wroldsen

+47 - 22 - 77162
karl-olav.wroldsen@
skatteetaten.no

In cooperation with three leading

government agencies, the
Norwegian Tax Administration
has developed a new internet
portal to communicate with
businesses
citizens
withand
a common look-andfeel.

ehandel.no
Ministry of Modernisation
eProcurement Secretariat
www.ehandel.no

POLAND

Building up eGovernment
readiness in Polish Customs
eReadiness of Polish
Customs
Ministry
of Finance, Customs
Policy Department
www.mofnet.gov.pl/sluzba_celna

Anna Dubielak
[email protected]
l

The information system was built

with a focus on overall cost and
quality of customs dat a while
ensuring maximum dat a security.
Polish Customs became an
eGovernment leader in Poland
successfully implementing open
s t andards for real
business
activities with millions of operations.

Complex Computer System

(KSI) for the Social Insurance
Institution (ZUS) in Poland
KSI ZUS
Social Insurance Institution
www.zus.pl

Aleksandra Wiktorow
+48 - (0)22 - 8400222
[email protected]

KSI ZUS allows to settle over 30

bn in accounts of approximately
20 m insured persons. ZUS, as the
first
public
institution in Poland, made
it possible for the payers to use
the public key infrastructure and
submit
their documents by e-mail.

eSlupsk Project: Accelerated

local economic and social
development through access
to
broadband
for the Polish city of
Slupsk
eSlupsk
Slupsk City Council
www.slupsk.pl

Andrzej Kaczmarczyk
+48 - (0)59 - 8425540
[email protected]

The project demonstrates how

investment in broadband connectivity can overcome economic difficulties locally. It works to significantly improve the quality of
education, allow fast access to
information, facilitate access to
public services, improve local
businesses access to the market
and promote the City of Slupsk.

European Document Exchange

System Poland
EWD-P
Office of the Committee for
https://ewdp.ukie.gov.pl/ewdpprod
/
welcome.do

Tomasz Nowakowski
+48 - (0)22 - 4554554
[email protected].
gov.pl

The system EWDP communicates

official Polish positions towards
draft EU legislation, strategic
papers, programmes,
etc.
includingfor working groups and
positions
Council meetings. It was
implemented to provide a central
repository of electronic records of
Polish government positions.

National Bank of Poland

Economic Education Portal
NBPortal
National Bank of Poland
www.nbportal.pl

Economic Education Portal

NBPortal.pl
+48 - (0)22 - 653 - 28 42 [email protected]

Using up-to date eLearning

technology, the portal provides
best
possible
and
reliable
educational content in the areas
of general applied economics and
economics,
European integration. The three
general target groups are: student
s, teachers and academics, all
citizens.

The Virtual Capital Warsaw

Portal City of
Warsaw
www.um.warszawa.pl

Dariusz Nowak-Nova
+48 - (0)22 - 6567624
[email protected]

The Virtual Capital is a modern,

interactive portal, providing the
Warsaw citizens with the services
of similar quality to those provided
by the private sector.

The Regional E-Administration

System Malopolska
Gateway e-ASMG
Marshals Office of the Malopolska
Region
www.malopolska.pl

Sawomir Kopec
+48 - (0)12 - 6303 - 515
[email protected]
l

The Regional E-Administration

System provides access to the
virtual document transfer system
along with the electronic signature
infrastructure which can be
integrated with local document
circulation systems. This allows
administrative tasks to be done
online by citizens and businesses.

Joo Castro
+351 - (0)21 - 3918400 - 23
[email protected] t

e-U creates wireless academic

networks, provides relevant content
and services to students and
teachers and prompts computer
and internet usage. The initiative
revolves around wireless networks,
laptop diffusion, and online
academic contents and services.

Nuno Santos
+351 - (0)21 - 39184 - 0
[email protected]

Pilot-projects for electronic public

purchasing will modernise public
purchasing

including
organisation
rationalisation,
procedures de- bureaucratisation
and
differentiated
public
purchasing policy definitions by
categories of goods & services.

PORTUGAL
Electronic University, Virtual
Campus
e-U
UMIC Information and
Knowledge Society Agency
www.e-u.pt

e-Procurement PilotProjectsPilot-Projects
UMIC Agncia para
a
Sociedade do Conhecimento
www.compras.gov.pt/Compras
/ Menu/Projectos/
Administracao_Central
European Social Fund
Integrated Information
System ESFIIS
Institute for the Management of
the European Social Fund
(IMESF)
siifse.igfse.pt

Portuguese Citizen Portal

Citizen Portal
Knowledge Society Agency
(UMIC)
www.portaldocidadao.pt

SGIQ Quality
Administration and
Information System of the
Town Hall of Porto Moniz
(CMPM)
SGIQ
Town Hall (Municipio de Porto
Moniz)
www.cm-portomoniz.pt

Luis Matos Costa

+351 - (0)21 - 3591600
[email protected]

Matilde Cardoso
+35 - (0)1 - 213 918 400
[email protected]

Municipio de Porto Moniz

+351 - (0)291 - 850180
[email protected]

ESFIIS
is
an
integrated
information system set up to
deliver solid monitoring and
control mech- anisms, provide
physical
and
financial
performance indicators and aid in
decision reports. It facilitates
access to the system by beneficiaries, diminishes bureaucracy,
speeds up management and
prevents repetition.
The portal allows the citizens and
enterprises
to
fulfil
their
obligations and the use of their
rights, in a simplified and
convenient manner through easy,
organised access to
information. The Citizen Porta l
displays 760 online public services
from 120 PublicAgencies in a
multi- channel structure.
SGIQ is a documental administration system based on backoffice reorganisation and an
adapted workflow to improve the
administration, confidence and
transparency of processes through
QualityAdministration.

The Public Employment

Marketplace
BEP
Direco-Geral da Administrao
Pblica
www.bep.gov.pt

Dr. Maria Ermelinda Carrachs

[email protected]

The Public Employment Marketplace

portal
and
database
enables civil servants to request a
change
of
function or location, their
profiles being matched with job
openings
from
across government. It is also
accessible to the public for
government jobs open to external
competition.

ROMANIA

AeL An integrated solution for

content management and
computer assisted
training
AeL
Ministry of Education and
Research
portal-edu.ro

Paloma Cecilia Petrescu

+40 - (0)21 - 31436659
[email protected]

AEL is an integrated learning and

content management system
developed by SIVECO Romania
SA
aimed
to support professors/
tutors, students, content editors,
admini- strative staff and other st
akeholders
in
the learning process.

Extended Electronic System for

Public Acquisitions
SEAP
General Inspectorate for
Communications and Information
Technology
www.e-licitatie.ro

Bogdan Furnica
+90 - (0)21 - 3032923
[email protected]

The Electronic System for Public

Acquisitions is an eGovernment
project initiated by the Romanian
Government within the European
eGovernment framework. It represents an information technology
infrastructure which enables
Romanian public institutions to
procure goods and services
through
a web-based front end.

Multimodal Network System

System for containerized
freight management in
multimodal
transport
MNS
ICI National Institute for
Research and Development
in Informatics
www.district1.ro//MNS

Gabriela Rodica Hrin, PhD Eng.

Math.
+40 - (0)21 - 2240736 - 196
[email protected]

MNS is a modern, integrated,

interactive and intelligent system
dedicated to the provision of
electronic services for multimodal
transport of containerised goods
at
the European level and to the
monitoring
of
the
container
positions and integrity.

National Electronic System

and e-government portal
SEN
IGCTI
www.e-guvernare.ro

Adrian Balmes
+40 - (0)21 - 3032900
[email protected]

SEN is a unique access point for

citizens
and
companies
to
electronic services provided by the
Romanian
Government.
The infrastructure
of fers an open communication
st andard, a unique routing system
for any type of document and
includes a new porta l f o
radministrative forms.

SIVADOC: document
management and
collaboration platform
SIVADOC
Bucharest Municipality
www.siveco.ro

Ioana Raicu
+40 - (0)21- 305 55 00
[email protected]

SIVADOC provides a common

platform for connecting people,
processes and information,
irrespective of the organisations
field of activity, in order to speed
up
the
document
circuit,
improve information access and
also protect against unauthorised
access.

Maja Zupancic
+386 - (0)1 - 478 8540
[email protected]

The eEmployment project collects

employment offers and enables
searches in the database with the
help of different communication
channels (Internet, WAP). Thanks
to advanced search options the
user searches not only within
this database but also in
databases of all employment
providers that have access to the
system.

SLOVENIA
E-employment on the egovernment portal of
the Republic of Slovenia
E-employment
Ministry of Public Administration
of the Republic of Slovenia
e-uprava.gov.si

Electronic submission of
annual reports of
business entities
Annual reports
Agency of the Republic of
Slovenia for Public Legal
Records and Related Services
www.ajpes.si
e-serving
CIS
Ministry of Public
Administration mju.gov.si

Marjan Babic
+386 - (0)1 - 4774 235
[email protected]

This web service allows the

submission of annual report data
in electronic form. The dat a a
r e verified using mathematical
and logical controls at the time of
entry so the users of the
application can eliminate the
errors as they go along.

Tatjana M. Zupan
+386 - (0)1 - 478 8601
[email protected]

This eService gives citizens the

opportunity to fully communicate
with the state from home through
multiple channels.

e-VEM: one stop shop and State

Portal for
Teja Batagelj
businesses e-VEM
+386 - (0)1 - 4788593
Ministry of public administration
[email protected]
evem.gov.si

e-VEM provides suitable information support to people who want

to found a business, enabling
them to start business operations
in
the
shortest
time
possible.Applications
can
be
submitted through multiple entry
points.

Implementation of the Intrastat

Information
System
in
Slovenia Intrastat Slovenia
Statistical Office of the Republic
of
Slovenia
intrastat-surs.gov.si

Information System for

Centres of Social Work
ISCSW/ISCSD
Ministry of Labour, Family
and Social Affairs
www.gov.si/mddsz

Frida Braunsberger
+386 - (0)1 - 2340690
[email protected]

Mirjana Kregar
+386 - (0)1 - 478 - 3486
[email protected]

Information System Intrastat

provides the largest share of the
incorporated providers of statistical
information that are liable to report
and for the smallest nonresponse. It has achieved a high
level of electronic declaration of
statistics.
This single CSW information
system
has
enabled
the
supervision of the social centre
system as a whole as well as its
component modules, and it
automatically flags claimants who
are already in the system.

Real Estate Market Register

Surveying and mapping
authority of the Republic of
Slovenia
prosto
r.gov.si

Martin Smodi
[email protected]

This project enables real estate

agencies to use the state information
infrastructure
for
transactions
and
enables the state to acquire
data required for decision-making
procedures in prep aring
different strategic policies.

eDavki (eTaxes)
Ministry of Finance Tax
Administration
eDavki.durs.si

Andja Komo
+386 - (0)1 - 478 - 2883
[email protected]

The Slovenia eTax system is a

com- plete business solution
combining
a
web portal with back of fice
integration and the highest level of
security. New efficiencies were
created for the Tax
Administration by speeding up the
processing
tax
returns, of
cutting down on paper,
reducing errors due to data reentry and improving employee
productivity.

Andalusian Living Will Register

(Registro de Voluntades Vitales
Anticipadas de Andaluca)
RVA-ALWR
Consejera de Salud
www.juntadeandalucia.es/salud

Enrique Gonzlez Fernndez

+34 - (0)95 - 5006349
isabelm.escalona.sspa@
juntadeandalucia.es

RVA-ALWR provides citizens with

information regarding their right to
set down in writing their living will
and it enables doctors to consult
the content of living wills
through
a centralised register
unique and
linked to the Electronic Health
Record.

Application of the new

information and
communication technologies to
the training activities in the
Spanish Civil
Guardia
E-learning System
Ministry of Home Affairs.
Guardia Civil (Direccion General
de la Guardia Civil)
www.guardiacivil.es

Carlos Gomez Arruche

+34 - (0)91 - 514 28 17
[email protected]

This eLearning system is designed

to deliver a Human Resources
Management course on the
corporate network of the Spanish
Guardia Civil.

Bizkaibai The tax

processing system of the
Autonomous Council of
Biscay
Bizkaibai
Department of Finance (Regional
Government of Bizkaia)
www.bizkaia.net

Jose Maria Iruarrizaga Artaraz

+(34) - (0)94 - 4067900
[email protected]

This telematic tax processing

system facilitates the citizen s
compliance
with
the
tax
obligations
of
the territory. It is a system that
is easy to use, secure and
efficient.All
tax documentation models are
made available, free of charge, for
the taxpayer on the website of the
Council of Biscay.

SPAIN

Bizkaimedia the new digital

Koldo Mediavilla
press room promoted by the
+34 - (0)94 - 4067808
Regional Government of
[email protected]
Biscay
Bizkaimedia
General Deputy Department of the
Regional Government of Bizkaia
bizkaimedia.bizkaia.net

This project provides all citizens

with the daily information from
the Regional Government through
the
Internet.
This service is free of
charge and aids total
transparency.

Bizkaimove: Traffic
information through short
messages to mobiles (SMS)
Bizkaimove
Public Works and Transport
Department of the Regional
Government of Biscay
bizkaimove.bizkaia.net

Eusebio Melero Beascoechea

[email protected]

This programme aids rational car

use amongst citizens, placing at
their disposal, through SMS
messages, up-to-date information
about traffic conditions on our
roads,
so
that they can make an
informed decision whether or not
to take the car.

Electronic democracy and

citizen participation of the
Madrid
Council eDCP
Madrid Council Citizens
Participation General Direction
www.munimadrid.es

Vctor Garca Segador

+34 - (0)91 - 4802000
[email protected]

This electronic voting system

enables the possibilities offered by
eDemocracy to be explored. Two
electronic survey initiatives have
taken place and have been well
received by citizens, the press,
technicians and politicians.

Electronic elections and

implementation of digital
signature in the guardia
civil
Ministry
of Home Affairs,
Guardia Civil (Direccion General
de la Guardia Civil)
www.guardiacivil.es/firmadig/

Carlos Gomez Arruche

+34 - (0)91 - 5142817
[email protected]

This eVoting system has enabled

the development of elections via
Internet. The development of a
computer
application
that
supported the elections through
the establish- ment of 250 voting
centres with
550and the
electronic
polls
distribution of the new
professional
ID cards in the prowere
also included
gramme.

European Association of
Regional Observatories
EARO
Fundecyt
www.earo.net

Jorge Villar Guijarro

+34 - (0)924 - 0146 - 0
[email protected]

E-PRIDE is a web-based holistic

observatory aiming at the creation
of a network of regional observatories across Europe, using common tools for data collection and
dissemination.

Generalitat en Red:
eGovernment in the Valencian
Region
GENRED
Generalitat Valenciana
www.tramita.gva.es/difusion/
index.jsp

Carolina Marco Bellver

+34 - (0)96 - 1961043
[email protected]

This project interconnects 350

administrative procedures making
up the interactive services
catalogue
from
electronic
presentation of signed forms and
documents to remote inbound
and outbound registration.

Implementation of a Electronic
Bidder Register
e-TENDERS
Navarra Government
https://licitadores.tracasa.es

Economy Department
+34 - (0)848 - 422977
[email protected]

This system provides a new

service to the enterprises that
want to makewith the public
business
administration. It reduces the time
and cost for enterprises that want
to participate in public tenders
and makes it easier for the civil
servants
who must make the decisions.

Jose Ramon Rodriguez

+34 - (0)93 - 2918486
[email protected]

IRIS BCN is promoting civic attitudes

in
Barcelona
by
implementing
an
innovative
Claims and
Sug- service
gestions
customer
request platform.

Promoting civic attitudes in

Barcelona through a
customer service request
platform
IRIS
BCN
Ajuntament de Barcelona
www.bcn.es

Konekta Zaitez
Ciudadan@ KZC@
Basque Country Government
www.kzgunea.net

Begoa Gutierrez Lizarralde

[email protected]

KZC@ is a project framed in the

Plan de Euskadi en la Sociedad
de la Informacin (PESI) and
included
in
the Internet para todos programme, whose aim is to make
aware of and to promote the use
of
the
information
and
communication technologies in the
Basque society.
This service simplifies, modernises,
and speeds up searching. It has
raised the accessibility across all
existing channels (either in
person,
by
telephone, or telematic channels).

Modernisation and Quality Plan

of the Palma de Mallorca
Townhall
Palma townhall
Institut Municipal dInformtica
(Ajuntament de Palma de
Mallorca)
www.palmademallorca.es

Montserrat Oliveras Ballarn

+34 - (0)971 - 466 900
[email protected]

New Enterprise Information

Centre and Enterprise Creation
Network (CIRCE)
CIRCE
SME Policy Directorate General
www.circe.es

Mara Callejn Fornieles

+34 - (0)91 - 5450829
[email protected]

The New Enterprise CIRCE

project is an initiative which aims
to
alleviate the currently existing
problems concerning the creation
of comp anies, reducing and
sim- the administrative burdens
plifying
by, among other measures, coordinating between public services
and creating a single point of
contact for enterprises.

Online process of the Electrical

InstallationAuthorization
EIA
Commerce and
Tourism www.ejgv.net/boletines/

Arantxa Arbelaitz Guelbenzu

+34 - (0)945 - 018204
[email protected]

The Project facilitates the process

of the Electrical Inst allation
Autho- risation under the
responsibility
of of Industry, Comthe
Department
merce and Tourism, for electrical
installers.

PISTA Administracin Local:

eGovernment Platform for
small and medium
municipalities PISTA LOCAL
Ministerio de Industria, Turismo y
Comercio Sec. Estado de
Telecom. y para la
Soc. Informacin
www.pistalocal.com

Jose Maria Museros Recatala

+34 - (0)91 - 3462278
[email protected]

The project, mainly addressed to

city councils of small and medium
authorities, has the purpose of
providing them with a set of
common interest tools that allows
them to offer, at least, all basics
eEurope eGovernment services.

The Public Administration

Electronic Contracting Platform
PECAP
Localret Consortium
www.pecap.org

Marta Almela
+34 - (0)93 - 4861430
[email protected]

The Public Administration Electronic Contracting Platform is an

inter- net portal whose purpose
is
to
improve
operational
efficiency and
productivity
in the management of
public contracting. The tool is
specifically designed for eProcurement.

Udalnet: Municipal extranet

Udalnet
Municipal Relations and Town
Planning of the Regional
Government of Bizkaia
www.udal.net

Virtual Office of Cadastre

OVC
General Directorate of Cadastre
ovc.catastro.meh.es

Website of the Parliament of

Gernika-Bizkaia Website
of the General
AssembliesParliament of
Gernika-Bizkaia
www.jjggbizkaia.net

Juan Francisco Sierra-Sesumaga

Ibarretxe
+34 - (0)94 - 406 85 65
[email protected]

Udalnet is the municipal extranet

portal of the Regional Government
of Biscay, providing assistance
and
guidance
in legal, economic and
technical matters for all local
entities.

Fernando Serrano
+34 - (0)91 - 5836880
[email protected]

The Virtual Office of Cadastre has

the objective of making cadastral
information available to citizens
and
administrations,
as well as facilitating
the
update
of
this
information on the part of
collaborating agents.
The website of the General
Assemblies provides comprehensive information about the
Insti- tution: history, objectives,
administration, composition (buildings,
museums, the tree of Gernika,
virtual visits, etc.) in a clear way
to any interested person.

Aitor Soloeta Eraso

+34 - (0)94 - 4066700
aito r.soloet
[email protected]

SWEDEN
Company Registration
eService in Sweden
foretagsregistrering.se
Bolagsverket
foretagsregistrering.se

Daniel Sjberg
+46 - (0)60 - 184003
[email protected]

This project makes it easier to

start a business and
perform
necessary the
register changes as the
com pany grows or changes.
Foretagsregistrering.se is one
single place for the whole
procedure of registration.

Customs Internet
Declaration: Swedish
Customs
eKey
and Office
The
Virtual
Customs
CID
Swedish Customs
www.tullverket.se

Mats Wicktor
+46 - (0)8 - 4050140
[email protected]

The Virtual Customs Office is a

unique service option for
customers
based
on modern technology,
increased quality and efficiency. It
encompasses smart mobilesolutions with a high degree of
scalability and includes more than
100 different eServices, all for
businesses to use online for free.

minpension.se A Public
Private Partnership
minpension.se
minpension.se

Anders Lundstrom
+46 - (0)8 - 783 - 9844
[email protected]

With minpension.se, Swedish

citizens have the possibility to get
personalised information regarding
both state pension and
occupational
pension. It is also possible to
perform different simulations of
retirement ages and make
combined pensions forecasts.

Margaretha Hesse
[email protected]

This intergovernmental project

uses advanced communication
tech- nology which facilitates an
instant- connection between PCs,
aneous
allowing face-to-face communication between public administrations and citizens over the
Internet. In four places throughout
Sweden terminals are available to
everyone.

The Geneva Internet Voting

Application
GIVA
State of Geneva
www.geneve.ch/evoting

Michel Chevallier
+41 - (0)22 - 327 - 2049
[email protected]

The State of Geneva, under guidance from the Swiss

Confederation,
has
developed an internet voting
application in order to provide
cititens with a new development of
remote voting.

The Swiss Electronic

Government Barometer
Swiss E-Gov Barometer
Gallen
www.idt.unisg.ch

Prof. Dr. Kuno Schedler

+41 - (0)71 - 224 - 2525
[email protected]

The E-Gov Barometer defines

questions that measure the
current s tate of development
in Swiss
eGovernment.
It has evolved into
an instrument that is used for
strategic
evaluation in Switzerland and
serves as an information source
for
the national, regional and local
decision-making bodies.

Ir. G. F. C. Heijink
[email protected]

It is the combination of a
community and a redesign of the
enforcement
and
monitoring
process
for and
products
of
animal
veget able
origin which provides for a
reduction of theburden.
administrative

VISAM Virtual Meeting

VISAM-VM
The Swedish National Tax Board
www.skatteverket.se

SWITZERLAND

THE NETHERLANDS

Controls on Import and

Export ofAgricultural Goods
CLIENT
Ministry of Agriculture, Nature and
Food Quality (LNV)
www.ictal.nl

Digital Building Permits Archive Ingrid Ensing

City of Nijmegen
3421
City of Nijmegen
[email protected]
www.nijmegen.nl/gns/no_index/
webba/webbaomgeving.asp

This case provides free (digital)

inspection of all the building
permissions connected to all the
buildings in Nijmegen (including
construction drawings, building
licenses and working plans). It
also
provides the possibility of ordering
copies of these documents.

Kadaster-on-line: direct
access to land-registry
products via
internet
Kadaster-on-line
Kadaster
www.kadaster.n
l

Kadaster-on-line promotes legal

certainty in transactions involving
registered properties. By making
this information available to the
public, Kadaster provides clarity
about the ownership of registered
properties and related characteristics. Some 45,000 users
among
12,000
clients
use Kadaster-on-line
to consult
up-to-date
real estate
information that is crucial for their
own work processes.

Gertie Dullens
+31 - (0)55 - 5285217
[email protected]

 Mijn IB-Groep Portal for

study loans and grants
Mijn IB-Groep
ib-groep
www.ib-groep.nl

One stop shop: Digital selfsupport for customers of

RDW RDW
www.rdw.nl

Jan Kouijzer
groep.nl
[email protected]

Herrit Heersink
+31 - (0)79 - 345 8238 [email protected]

Overheid.nl Webrichtlijnen

Raph de Rooij
+31 - (0)70 - 8887850
Web Guidelines for Egovernment in the Netherlands
[email protected]
Webrichtlijnen (Web Guidelines)
ICTU Advies
Overheid.nl
webrichtlijnen.overheid.nl

RIES Rijnland Internet

Election System: A fully
transparent election
system RIES
Hoogheemraadschap van
Rijnland
www.rijnland.net/ries

Simon Bouwman
+31 - (0)71 - 3063357
[email protected]

This is a net-banking portal with a

unique security facility. In order to
guarantee a sufficient level of
security, yet maintain userfriendliness for the target groups
(mostly students aged 18-24), Mijn
IB Groep opted to send log-in
access codes by text message
(sms).
The main tasks for the RDW (a
Dutch governmental organisation)
are registration and type-testing of
vehicles, as well as the
registration of drivers licenses.
The Web Guidelines focus on
websites, as these are the media
through which information and
services are being made
available.
The
guidelines are a generic set
of technical requirements that
enables a wide range of users to
successfully gain access to information
and services from the
government.
In addition to the casting of votes
through the Internet, all voters
have the opportunity to verify the
counting of their votes in the final
outcome
and
to validate the election
results. In spite of its sophisticated
design,
the
Internet election system RIES
allows more than 99% of all voters
to use the system without any
change to their existing PC and
Internet environment.

SVB for Life Social Insurance

Bank
4Life
Sociale Verzekeringbank
www.svb.nl

Ronald Jongeneel
+31 - (0)20 - 6565 - 835
[email protected]

4Life o ffers a wide choice

of channels for contacts between
the
Sociale
Verzekeringsbank and its
customers, by safe use of digita
l
services
via the Internet based on
the authenticating mechanism of
DigiD. These services are
accessible for people with visual
or motor disabilities.

The Dutch Taxonomy Project

NTP
Ministry of Finance
www.xbrl-ntp.nl

H.J.M. van Burg

+31 - (0)70 - 342 8000
[email protected]

The Dutch Taxonomy Project

intends to reduce administrative
burdens through the
standardisation of financial
information.
This must
result
in a yearly
reduction of 350
million for businesses in the
Netherlands.

Webstandards and
webguidelines of the Ministry
of Health, Welfare and Sport in
The Netherlands
Webstandards
and
webguidelines
Ministry of Health, Welfare and
Sport
www.minvws.nl

G. C. Berkouwer
+31 - (0)70 - 340 - 6676
[email protected]

This website is fully accessible for

people and for machines (e.g.
search-spiders) in order to meet
the needs of older users, younger
users and users with disabilities.
Also, the structured approach
means cheaper hosting-cost s,
better
quality
assurance,
forward comp atibility and
exchangeable content.

Abidin Erdogan
+90 - (0)312 - 2308095
[email protected]

This system is an online

prescription process that connects
Bag-Kur with pharmacies.

Dr. Ahmet Sarican

+90 - (0)312 - 3971709
[email protected]
r

MERNIS transfers all population

identification information to an
electronic environment and permits
immediate updates and changes
made in the identification information from 923 district centers in a
secure way, using the unique ID
numbers for every Turkish citizen.

TURKEY
Bag-Kur PharmacyAutomation
System
BEOS
Bag-Kur General Directorate
www.bagkur.gov.tr/BEOS
Central
Population
Management
System
MERNIS
Ministry of Internal Affairs

General Directorate of
Registry and Citizenship
www.nvi.gov.t
r
Daily Electronic Supervision
of the Individual Pension
System DESIPS
Undersecretariat
of
Treasury,
Directorate
General
of
Insurance,
Department
for
Private
Pensions
www.hazine.gov.tr

Electronic Individual
Pension Intermediaries
Examination System
e-BEAS
Undersecretariat of Treasury,
Directorate General of
Insurance,
Department for Private
Pensions www.hazine.gov.tr
Health
Expenditures
Supervision Project
HESP
Pension
Fund
Of
Turkey
www.emekli.gov.t
r

Mehmet Hobek, Uluc Icoz

+90 - (0)312 - 2046419
[email protected]

Mehmet Hobek
+90 - (0)312 - 2046419
[email protected]
r

Emekli Sandigi Genel Mudurlugu

+90 - (0)312 - 4144560
[email protected]

This is an example of a selfregulated eGovernance system.

The specific objectives and
functions of daily electronic
supervision are to monitor the
activities of pension comp anies
daily, to coordinate transactions,
to
safe keep information, to inform the
public and particip a n ts and
to generate statistics.
e-BEAS is an electronic examination system for professional
pen- sion intermediaries who
promote,
market
and
sell
individual pension products.

This programme performs the

monitoring of health expenditures.
With this project, the process of
purchasing health services has
become easier for our members,
saving money by preventing losses
and unnecessary resource
allocation.

Mobile Electronic System

Integration
MOBESE
Turkish National Police
www.mobese.com

Basri Aktepe
[email protected]

MOBESE is a city command

control center composed of
several
departmental
subsystems.mobile
With the
use of
MOBESE
computers
in
police cars, it is easier to deploy
mobile teams.

National Judicial Network

Project
NJNP
Ministry of Justice, Turkey
www.adalet.gov.tr

Ali Kaya
+90 -(0)312 - 2126595 - 144
[email protected]

NJNPhas established an electronic

network covering all Courts,
Offices of Public Prosecutors
and Law
Enforcement
Offices together with
the Central organisation of the
Ministry of Justice. The projects
main objective is the realisation of
an information system to create
an
effective and less bureaucratic
justice system.

Public Disclosure Project

PDP
Capital Markets Board of
Turkey kap.spk.gov.tr

Ufku Kandemir
+90 - (0)312 - 2928605
[email protected]

The aim of this project is to collect

and disclose financial statements,
balance sheets and special
circumstances
of
public
companies and intermediaries
via Internet
through
secure technologies.

TCDD: Turkish Railway T icket

Sales and Seat Reservation
System
TCDD Reservation System
TCDD (Turkish Railway)
www.tcdd.gov.tr

Hasan Emin
+90 - (0)312 - 3090515 - 4717
[email protected]

This programmes aim is to sell

railway tickets more rapidly, easily
and effectively. Users can get
information about time tables,
prices, and reservations by using
this application which is available
on intranet and the Internet.

The Ministry of National

Education Information and
Communication System
MEBBIS (MoNE-ICS)
Ministry of National
Education, General
Directorate of Educational
Technologies
ilsis.meb.go
v.tr

Hasan Basri Ulas

+90 - (0)312 - 4131185
[email protected]

This information management

sys- tem run by the Ministry of
National aims at providing
Education
secure services to monitor
educationaland students reports.
institutions

Mehmet st
+90 - (0)216 - 5726932 - 120
[email protected]

TRAMER enforces the integrity

and uniformity of traffic insurance
and ensures the prevention of
insurance
frauds,
enhancement of trust and
confidence in the insurance
system,
the determination of the motor
vehicle owners that have not had
their
vehicles
insured,
the
accuracy
of policy billing and other relevant
issues by collecting information in
a database and updating the
database
daily
providing
different levels of reports to
related authorities.

TRAMER Traffic Insurance

Information Center
Traffic Insurance Information
Center TRAMER
www.tramer.org.tr

Hseyin Yunak
[email protected]

The
TCIP,
a
compulsory
insurance system, uses technology
that allows real time online
policy sales,
premium
booking, claim advice
etc. through the Internet together
withcentre
a
call
and a disaster recovery
centre.

360 Degrees of Change:

e- enabling an Economic
DevelopmentAgency
360 CRM
Scottish Enterprise
www.scottish-enterprise.com

Isobel Brown
[email protected]

This system replaces many legacy

ICT systems to ensure all staff can
access one single source of
customer intelligence in order to
enable
improved
Scottish
Enterprises
performance
(including international offices),
providing
transparency,
accountability
and
competitive
advantage.

Benefit Express
BEST
Halton Borough Council
www.halton.gov.uk

Peter McCann
+44 - (0)151 - 4717430
[email protected]

One of this projects key priorities

is to offer a mobile office service
using technology
that
enables the
processing
of claims directly from
citizens homes, involving the use
of a vehicle as a mobile office and
visitors equipped with the
technology and equipment to
process claims in the customers
home.

Broadband East Sussex

BES
Council
www.accesseastsussex.org/
broadband

Sally Meecham
+44 - (0)7795 - 237344
sally.meecham@east
sussex.gov.uk

This case enables social and

economic advancement in East
Sussex through accelerated
broadband service availability. It is
a project set up to grow demand
for broadband services,
accelerate
t ake-up and use and develop
benefit s for businesses, in
education and for citizens.

Careers Wales Online

CWO
Careers Wales Association
www.careerswales.com

Paul Messer
+44 - (0)2920 - 854880
paul.messer@careerswales
association.co.uk

CWO is a bilingual, all age webapplication designed to enhance

the clients self awareness and
career aspirations. Including an
allage eportfolio
it allows the user to
create, upload and download key
personal
and careers related documents.

Cymru Ar-lein Online for a

better Wales: The Information
Age Strategic Framework for
Wales
Cymru Ar-lein
Welsh Assembly Government
www.cymruarlein.wales.gov.uk

Jim Cowan
[email protected]
k

Cymru Ar-lein employs an empowerment model which utilises

technology to effect partnership,
communication, and dialogue
between public bodies in Wales,
and between citizens and
government to make better use of
ICT resources.

Turkish Catastrophe Insurance

Pool
TCIP
T.A.S.
www.dask.gov.tr

UNITED KINGDOM

Delivering Efficiency: Leading

Cross-Sector Change in
Public Services
e-Government-Study
Office of the Deputy Prime
Minister
www.o dpm.gov.u
k

e@SY Connects Digital

Interactive Television
Service e@SY Connects TV
e@SY Connects
www.easyconnects.org.uk

Eastserve
Eastserve
www.eastserve.com

e-Citizen national project

on take up and marketing
e- government
e-Citizen
Norwich City Council
www.e-citizen.gov.uk

eProcurementScotl@nd
ePS
The Scottish Executive
www.eprocurementscotland.co
m

Implementing Benefits
Realisation and Performance
Management in the Public
Sector
www.scottishenterprise.com

Julian Bowery
[email protected]

This study galvanises regional

leadership around a road map to
deliver better services for less to
local citizens and businesses,
leveraging eGovernment as an
enabler for transformation and
agreeing a shared route for
regional delivery of eGovernment
related
efficiency projects.

Gary Simpson
[email protected]
k

e@SY Connects TV is at the forefron t o f digi ta l Interactiv e TV

exploitation for government within
Europe. It provides the citizens of
South Yorkshire, particularly those
in greatest need, with direct
access to information and
interactive services related to
important
events
in
their lives.

Athol Few
+44 - (0)161 - 231 - 9580
[email protected]

The project has provided PCs,

basic ICT training, community help
and support, access to online
services
and local information and low cost
wireless broadband internet
access
where previously these did not
exist.
e-Citizen is a project that analyses
which local eGovernment services
different groups of people are
interested in accessing via
electronic channels, and the best
way to persuade them to do so in
order to optimise take up.

Norman Mellor
+44 - (0)1603 - 212611
[email protected]

Ian Burdon
+44 - (0)131 - 244 - 3493
[email protected]

eProcure- ment Scotl@nd (ePS)

service is
enabling the entire Scottish public
sector, including central government, local authorities and the
National Health Service, to win the
cost savings and efficiencies of
eProcurement.

Isobel Brown
+44 - (0)141 - 2282180
[email protected]

This case presents the

deployment
of
a single CRM system across
the whole business (including
19
international offices and 67
external delivery locations). The
system would replace 38 legacy
systems
that would permit 24/7 access
regardless of location, allowing
staff
to enter and review customer
intelligence, whether office based
or working remotely.

Introduction of a food safety

management system into the
Scottish catering sector prior
to
legislative
change
eCookSafe
Food
Standards Agency
Scotland www.food.gov.uk

Pauline Wilkinson
pauline.wilkinson@foodstandards.

learndirect scotland A
Citizens Learning
Network
Skillnet
www.learndirectscotland.co
m

Robert Doyle
+44 - (0)141 - 285 - 6050
[email protected]

As the national gateway to

learning, and including a unique
model for infrastructural capacity,
eLearning
learndirect scotland is a driving
force in connecting individuals,
businesses, public sector and
voluntary organisations with the
skills they need, while retaining
technology, innovation and
partnership at the core.

Leicestershire CareOnLine
LCOL
Leicestershire County Council,
Social Services
www.leicscareonline.org.uk

Ian Retson
+44 - (0)116 - 265 - 7352
[email protected]

Local eGovernment National

Projects Benefits Study
Local eGov NP Benefits
London Borough of Newham
www.localegovnp.org

Martin Scarfe
+44 - (0)44 - 1268 - 770218
[email protected] v.uk

Leicestershire CareOnLine tackles

head-on the digital inclusion of
some of the hardest to reach
groups such as older people,
disabled
people
and carers. The number of
people in Leicestershire over 65,
disabled or working as unpaid
carers is over 100,000 and
rising.
This study utilised examples of
real, practical implemen
tations built
the up a picture of real
studies
tangible benefits of adopting
various
e-technologies.
The information
gained was used to calculate
financial savings, service improvements and intangible benefit s.

Local e-Gov The

National Strategy for Local
e- Government in England
Local e-Gov
Office of the Deputy Prime
Minister
www.localegov.gov.u
k

Dr. Peter Blair

[email protected]
k

Planning Portal
Planning Portal
www.planningportal.gov.uk

Adam Telford
+44 - (0)117 - 3728403
adam.telford@planningportal.
gsi.gov.uk

gsi.gov.uk

This system involves a Scotlandwide partnership between a

central government
agency,
local
authorities,
food businesses and a
specialist multi-disciplined design
company to deliver food safety
benefits on a considerable scale.

Local e-Gov, the Office of the

Depu- ty Prime Minister s (ODPM)
Nation- al Strategy for Local eGovernment
set
s out a vision, implementation
framework and model for local
eGovernment designed to transform the quality of services and
the organisations that deliver
them.
The Planning Portal provides a
onestop planning resource that
encom- passes guidance and
information for both the citizen and
professional.
It delivers of ficial content in a
clear and easy to underst and
manner,
and provides the facility to make
electronic planning applications.

Romsey Extras deployment of

The Local Channel first tier
eGovernment community
portal Extra + TLC
Romsey
eGovernment
Romsey Extra Parish Council
www.thelocalchannel.co.uk/
romseyextra

Councillor Rod Simp son

[email protected]

The Local Channel gives communities an Internet portal which

allows citizens, businesses, and
first local government a single
tier
space in which they can meet and
discusscommon important local
their
issues through a free core
template to be used locally.

Scottish Parliament ePetitioner

Dr. James Johnston

+44 - (0)131 - 3485186
james.johnston@scottish.
parliament.uk

The ePetitioning model adopted is

unique in that it is open to any
citizen to raise and sign an
ePetition, or to add comments to
an online
dis- wish. The
cussion
if they
ePetition- ing management
processintegrated
is seam- with procedures
lessly
for handling paper petitions,
which citizens can choose to use
instead
of or in conjunction with epetitions.
RTPF has delivered a new interactive state pension forecasting
eService for UK citizens as an
addition to the existing paper
based mechanisms. It offers a
servicecitizens
in
which
can make an online
request for a state pension
forecast
and to receive an electronic
version in real-time.

system
SPES
Scottish Parliament
www.epetitions.scottish.
parliament.uk

State Pension forecast eservice, formerly known as

Real Time Pension Forecasting
RTPF
UK Department for Work and
https://secure.thepensionservice
.
gov.uk/statepensionforecast

Brendan Harrison
+44 - (0)113 - 2327777
[email protected]

Suffolk County Council and Mid

Suffolk District Council Public/
Private Sector Partnership
with BT Customer Service
Direct Limited
CSD
Customer Service Direct Ltd
www.csduk.com

Philip Willis
+44 - (0)1442 - 294004
[email protected]

This programme works to improve

customer access and service
delivery. This fully integrated
partnership between two tiers of
local government is unique, up
and
running,
and fully in line with the
Gershon agenda to generate
efficiencies and release resources
to the front line.

Teachers TV
Department for Education and
Skills
www.teachers.tv

Richard Graham
+44 - (0)20 - 7925 - 6933
[email protected] .uk

Teachers TV is a unique
broadcast and broadband TV
service
ed
to designhelp raise educational
standards in England. It does this
by providing an attractive, highquality, trusted and valued source
of information, ideas, good
practice
and resources for the English
teachers.

The Compensation Recovery

Unit Electronic Business Links
with the Insurance Industry
CRU e-links
Compensation Recovery Unit,
Dept. for Work and Pensions
www.dwp.gov.uk/cru

Paul Fazakerley
+44 - (0)191 - 2252142
[email protected]

This system provides a fully

automated end to end service with
the
Claims
Underwriting
Exchange Anti Fraud (CUE PI)
database, which is used by
almost 50%
of the throughout the
insurance
industry
UK.

The Dept. for Work and

Pensions Great Britain/ Dept.
of Health Great Britain Road
Traffic Act (RTA) Automation
Project
The DWP/DoH RTA Automation
Project
Compensation Recovery Unit,
Department for Work and
Pensions
www.dwp.gov.uk/cru

Paul Fazakerley
k

Through a pioneering example of

cross
government
working,
utilising an innovative solution, an
originally
high
volume clerical processing
operation dealing annually with
350,000
forms (equating
to
700,000 transactions) has been
automated
over
the
Government
Intranet
(GSI). Secure

The e-enablement of the VOSA

GB operator licensing service
VOSA (an agency of the Dept.
for Transport)
Service
www.vosa.gov.uk/vosa/
onlineservices/onlineservices.htm

Bill Buckley
[email protected]
k

Turning Braveheartinto Blade

Runner how the Broadband
for Scotland campaign took
Scotland into the 21st
centuryBroadband for
Scotland Scottish Enterprise
www.broadbandforscotland.co.uk

Wayne Oxley
+44 - (0)141 - 228 2988
[email protected]

This innovative eService has transformed the regulatory service for

the
UK commercial
vehicle
operator
industry
. 110,000
businesses,
450,000 vehicles, 50% of all
goods vehicle transactions and
79%
of
passenger
vehicle transactions
were processed online in Feb
2005,
far exceeding the first year target
of
20%.
The promotion campaign Broadband for Scotland demonstrates
how a web based service
promoted through an integrated
advertising
and marketing campaign took
Scotland from a position of
weakness in broadband adoption
to
the nations future economic
prosperity and competitiveness.

Indexes

eEurope Awards 2005

Exhibiting submissions (by theme and topic)

Theme 1: The Right Environment
The right environment for eGovernment can be identified at any level of
public service. We have identified several distinct categories which relate to
specific areas of service delivery. We have also identified cases that relate
primarily to infrastructure.
INFRASTRUCTUTRE

LEPIDA The broadband private network for EmiliaRomagna

Public Administration (Italy)
KZC@ Konekta Zaitez Ciudadan@ (Spain)

6
7

FRAMEWORKS FOR MODERNISATION

Local e-gov The National Strategy for Local eGovernment in
England (United Kingdom)
PSB.ie The Public Service Broker (Ireland)

8
9

STANDARDS AND METHODOLOGIES

Webrichtlijnen Web guidelines for eGovernment in the
Netherlands (the Netherlands)
FAST Secure Exchange Gateway (France)
GOVERNMENT SERVICES
eDavki (eTaxes) (Slovenia)
RRLC Online Registration of Rent and Leasing Contracts (Italy)
BEST Benefits Express (United Kingdom)
KSI ZUS Complex Computer System (KSI) for the Social
Insurance Institution (ZUS) in Poland (Poland)
PAP Public Administration Portal (Czech Republic)
IRISMAMMO Telemammography Programme in the Brussels
Region (Belgium)
GOVERNMENT TO BUSINESS
FALSTAFF Fully Automated Logical System Against Forgery
and Fraud in the Italian Customs Information System AIDA (Italy)
CLIENT (the Netherlands)

114

10
11
12
13
14
15
16
17

18
19

ORGANISATION OF SERVICE
SEAP Extended Electronic System for Public Acquisitions
(Romania)
ePS eProcurement Scotl@nd (United Kingdom)

20
21

COMMUNITY DEVELOPMENT
Carta-IN (Italy)
Eastserve (United Kingdom)

22
23

Theme 2: Government Readiness

High level Reorganisation of the government (complete government
modernisation) acts as the umbrella inter-ministerial activities and reorganisation then follows activities relating to reorganisation at departmental
levels.
SECURE DATA PROCESSING AND TRANSMISSION
eCabinet Project of the Government of Ireland (Ireland)
E-LAW The Austrian E-LAW Project (Austria)
The DWP/DoH RTA Automation Project (United Kingdom)

28
29
30

CHANGE MANAGEMENT
EID Electronic Invoicing in Denmark (Denmark)
ehandel.no Public eProcurement in Norway (Norway)
eProcurement (Italy)

31
32
33

MULTIBLE CITIZEN SERVICE AND TRAINING TOOLS

Communit-e Simplification of the benefits and medical
recognition application for disabled people (Belgium)
eReadiness of Polish Customs Building up eGovernment
Readiness of Polish Customs (Poland)

115

34
35

Theme 3: Service Use

The service examples are extensive and cover not only service areas but
also methods of delivery. There is a good spread of service type, from
those delivered by government at the highest possible level to those
delivered at the grass roots community level.
eGOVERNMENT PORTALS FOR CITIZENS AND BUSINESS
HamburgGateway (Germany)
VIRK The Danish Internet Portal for the Danish Commerce
Sector (Denmark)
LOCAL CITY INTERFACE
Athena Network (Greece)
IRIS BCN Promoting Civic Attitudes in Barcelona through a
Customer Service Request Platform (Spain)
MULTI SERVICE DELIVERY MECHANISMS
SISRCR Regional Integrated Health Service for the Continuity
of Medical Treatment (Italy)
TASTSELV.DK The Automated Tax Administration (Denmark)
eVERA Online Vehicle Licence Renewal (Malta)
CWO Careers Wales Online (United Kingdom)
Mijn IB-Groep Portal for Study Loans and Grants
(the Netherlands)
FISCAL MANAGEMENT
Kadaster-on-line (the Netherlands)
OVC Virtual Office of Cadastre (Spain)

40
41
42
43

44
45
46
47
48
49
50

NATIONAL AND LOCAL eDEMOCRACY

SPEC Scottish Parlieament ePertitioner System
(United Kingdom)
GIVA The Geneva Internet Voting Application (Switzerland)
RIES Rijnland Internet Election System: Fully Transparent
Election System (the Netherlands)

51
52

COMMUNITY SERVICE DELIVERY AND INCLUSION

COT Meath County Council Communities Online Together
Initiative (Ireland)
e@SYConnects TV e@SY Connects Digital Interactive
Television Service (United Kingdom)

54

116

53

55

LCOL Leicestershire CareOnLine (United Kingdom)

Mobhaile Extending the Use of Information and Communication
Technologies (Ireland)

INFORMATION DISTRIBUTIONS
COURTPUB Electronic notice board of the courts publication
with legally binding force and services for citizens on the internet
(Austria)
EZB Electronic Journals Library (Germany)

Theme
Impact

56
57

58
59

4:

This theme is harder to order just because the projects have been entered
based on impact and not focussing on what they are about. We have
however identified some discrete categories:
GOVERNMENT
SERVICES
TO
CITIZENS
AND
BUSINESS
AeL An Integrated Solution for Content Management and
Computer Assisted Training (Romania)
ROS Revenue Online Service (Ireland)
GOVERNMENT ASSESSMENT, MEASURING AND
EVALUATION SYSTEMS
eGAMES eGovernment Assessment, Measuring and Evaluation
System (Hungary)
Fed-e-View Tool for Measuring the Degree of eGovernment
Development of Federal Administrations and Agencies (Belgium)
BENEFIT REALISATION
Implementing Benefits Realisation and Performance Management
in the Public Sector (United Kingdom)
TRAMER Traffic Insurance Information Centre (Turkey)

117

64
65

66
67

68
69

Exhibiting submissions (in alphabetical order)

AeL An Integrated Solution for Content Management and

Computer Assisted Training (Romania)
Athena Network (Greece)
BEST Benefits Express (United Kingdom)
Carta-IN (Italy)
CLIENT (the Netherlands)
Communit-e Simplification of the benefits and medical
recognition application for disabled people (Belgium)
COT Meath County Council Communities Online Together
Initiative (Ireland)
COURTPUB Electronic notice board of the courts publication
with legally binding force and services for citizens on the internet
(Austria)
CWO Careers Wales Online (United Kingdom)
e@SYConnects TV e@SY Connects Digital Interactive
Television Service (United Kingdom)
Eastserve (United Kingdom)
eCabinet Project of the Government of Ireland (Ireland)
eDavki (eTaxes) (Slovenia)
eGAMES eGovernment Assessment, Measuring and Evaluation
System (Hungary)
ehandel.no Public eProcurement in Norway (Norway)
EID Electronic Invoicing in Denmark (Denmark)
E-LAW The Austrian E-LAW Project (Austria)
eProcurement (Italy)
ePS eProcurement Scotl@nd (United Kingdom)
eReadiness of Polish Customs Building up eGovernment
Readiness of Polish Customs (Poland)
eVERA Online Vehicle Licence Renewal (Malta)
EZB Electronic Journals Library (Germany)
FALSTAFF Fully Automated Logical System Against Forgery
and Fraud in the Italian Customs Information System AIDA (Italy)
FAST Secure Exchange Gateway (France)
Fed-e-View Tool for Measuring the Degree of eGovernment
Development of Federal Administrations and Agencies (Belgium)
GIVA The Geneva Internet Voting Application (Switzerland)
HamburgGateway (Germany)
Implementing Benefits Realisation and Performance Management
in the Public Sector (United Kingdom)

118

64
42
14
22
19
34
54
58
47
55
23
28
12
66
32
31
29
33
21
35
46
59
18
11
67
52
40
68

IRIS BCN Promoting Civic Attitudes in Barcelona through a

Customer Service Request Platform (Spain)
IRISMAMMO Telemammography Programme in the Brussels
Region (Belgium)
Kadaster-on-line (the Netherlands)
KSI ZUS Complex Computer System (KSI) for the Social
Insurance Institution (ZUS) in Poland (Poland)
KZC@ Konekta Zaitez Ciudadan@ (Spain)
LCOL Leicestershire CareOnLine (United Kingdom)
LEPIDA The broadband private network for Emilia-Romagna
Public Administration (Italy)
Local e-gov The National Strategy for Local eGovernment in
England (United Kingdom)
Mijn IB-Groep Portal for Study Loans and Grants
(the Netherlands)
Mobhaile Extending the Use of Information and Communication
Technologies (Ireland)
OVC Virtual Office of Cadastre (Spain)
PAP Public Administration Portal (Czech Republic)
PSB.ie The Public Service Broker (Ireland)
RIES Rijnland Internet Election System: Fully Transparent
Election System (the Netherlands)
ROS Revenue Online Service (Ireland)
RRLC Online Registration of Rent and Leasing Contracts (Italy)
SEAP Extended Electronic System for Public Acquisitions
(Romania)
SISRCR Regional Integrated Health Service for the Continuity
of Medical Treatment (Italy)
SPEC Scottish Parlieament ePertitioner System
(United Kingdom)
TASTSELV.DK The Automated Tax Administration (Denmark)
The DWP/DoH RTA Automation Project (United Kingdom)
TRAMER Traffic Insurance Information Centre (Turkey)
VIRK The Danish Internet Portal for the Danish Commerce
Sector (Denmark)
Webrichtlijnen Web guidelines for eGovernment in the
Netherlands (the Netherlands)

119

43
17
49
15
7
56
6
8
48
57
50
16
9
53
65
13
20
44
51
45
30
69
41
10