The Once-Only Principle for Europe Conference – September 2018
Elsa EstevezUniversidad Nacional del SurConsejo Nacional de Investigaciones Científicas y Técnicas (CONICET)Argentina
Service Digitization and the Implementation of the Once Only Principle
– Experiences from Latin America
AIM AND AGENDA
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AIM
To present some background about service digitization and the implementation of the Once-Only Principle (OOP) in LatinAmerica and the Caribbean (LAC) and a comparative analysis of the approaches followed by Uruguay, Chile and Mexico .
AGENDA
1 EGOV STATUS What is the current status of e-Government development in Latin America?
2 SERVICE DELIVERY What is the current status of service delivery in Latin America?
3 OOP AND DIGITIZATION What are the approaches for the implementation of the OOP and digitization?
4 LESSONS LEARNT What are the lessons learnt?
5 CONCLUSIONS What can we conclude?
Results presented here are from a research project aimed at assessing organizational and governance models for administrative simplification in Latin America, financed by the Inter-American Development Bank (IDB).
E-GOVERNMENT DEVELOPMENT IN LATIN AMERICA
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EUROPE – 43 COUNTRIES LATIN AMERICA – 32 COUNTRIES COMPARISON
Very High EGDI - values greater than 0.75High EGDI – values between 0.50 and 0.75Medium EGDI – values between 0.25 and 0.50
AVG EGDI
Europe 0.77300
Latin America 0.56034
27, 63%
16, 37%
Very High EGDI High EGDI
1, 3%
22, 69%
9, 28%
Very High EGDI High EGDI Medium EGDI
27
16
1
22
9
Very High EGDI High EGDI Medium EGDI
Europe
LAC
ONLINE SERVICE DELIVERY IN LATIN AMERICA
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0.92 0.920.89 0.88
0.83 0.82
0.75 0.730.70
0.67 0.67 0.66 0.66 0.65 0.64 0.63 0.610.56 0.56 0.53 0.51 0.49
0.45 0.44 0.43 0.41 0.40
0.33 0.32 0.30 0.29 0.28
SERVICES DELIVERED BY NATIONAL GOVERNMENTS
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50004700 4679 4535
37573217 3000
27082454 2398
21621740 1639 1614 1508 1385
1100 1010
366
HOURS NEEDED TO COMPLETE A SERVICE – BY COUNTRY
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11.3
8.6
7.46.9 6.7
5.8 5.5 5.4 5.34.8 4.5 4.2 4.2 4.2 4.1
3.73.2 3.1
2.2
HOURS NEEDED TO COMPLETE A SERVICE – BY TYPE OF SERVICE
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3.8
4.4
5.1
5.4
6.3
6.8
7.4
7.9
8.2
9.9
Paying tax
Identity or civil registry
Vehicles
AVG LAC
Education or health
Other
Social programme
Reporting a crime
Open/close company
Real estate
SERVICES THAT CAN BE INITIATED AND COMPLETED ON LINE
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100%89%
75%
50%
35% 34% 33% 30%21% 17% 15% 15% 11% 10% 5% 3% 1%
INITIATE COMPLETE
Europe (Initiate) 81%
AIM AND AGENDA
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AIM
To present comparative analysis of the experience of Uruguay, Chile and Mexico in service digitalization and the implementation of the Once-Only Principle.
The analysis originated in a research project aimed at assessing organizational and governance models for administrative simplification in Latin America, financed by the Inter-American Development Bank (IDB).
AGENDA
1 EGOV STATUS What is the current status of e-Government development in Latin America?
2 SERVICE DELIVERY What is the current status of service delivery in Latin America?
3 OOP AND DIGITIZATION What are the approaches for the implementation of the OOP and digitization?
4 LESSONS LEARNT What are the lessons learnt?
5 CONCLUSIONS What can we conclude?
OOP IMPLEMENTATION
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REGIONAL STATUS
In LAC, there is a strong interest in implementing the principle - 13 out of 22 countries report having initiatives (whether it is a program or a law).
4 countries reported to know the agencies that are fulfilling it – Ecuador, Mexico, Peru and Venezuela
2 informed that 100% of the entities were involved – Ecuador and Mexico.
DO HAVE INITIATIVES DO NOT HAVE INITIATIVES STATISTICS
Brazil Nicaragua Argentina Honduras
Chile Panama Bahamas Jamaica
Colombia Peru Barbados Puerto Rico
Costa Rica Dominican Republic Belize Trinidad y Tobago
Ecuador Uruguay Guyana Guatemala
El Salvador Venezuela Haiti Surinam
Mexico
13, 52%12, 48%
DO HAVE OOP INITIATIVE
DO NOT HAVE OOP INITIATIVE
OOP IMPLEMENTATION AND INTEROPERABILITY
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REGIONAL STATUS
The implementation of the OOP is a main motivation for using interoperability platforms. However, governments in LAC are at the early stages of resolving interoperability issues.
DO HAVE INTEROPERABILITY STANDARDS DO HAVE INTEROPERABILITY PLATFORMS
Argentina Puerto Rico Argentina Mexico
Brazil Peru Belize Panama
Chile Dominican Rep Chile Puerto Rico
Costa Rica Uruguay Costa Rica Peru
Ecuador Venezuela Ecuador Uruguay
México Trinidad y Tobago El Salvador Venezuela
Nicaragua Guyana
Panama
Yes, 15 No, 5No, have plans, 5
Yes, 12 No, 6No, have plans, 7
RESEARCH PROJECT – CONCEPTUAL FRAMEWORK
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RES
ULT
S
INSTITUTIONAL ASPECTS
Division of responsibilities Sub-national level Interinstitutional coordination
INTERNAL ORGANIZATION
Strategic orientationOrganizational structureHuman capitalBudget
IMPLEMENTATION
PlanMethodologyTechnologyPPPAccountabilityChange managementCybersecurityInformation sharing
DEMAND
Digital literacyConnectivityCitizen participationCommunication
POLITICAL AND LEGAL FRAMEWORK
Political support Legal framework Incentives and punishments
APPROACHES FOR DIGITIZATION – CHILE
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METHODOLOGY
The methodology includes 4 steps: 1) diagnosis; 2) change definition; 3) development; and 4) evaluation.
Reusable components are centrally provided:
digital single key (Civil Registry Service),
digital signature
PISEE interoperability platform
SIMPLE (BPM)
The Government Laboratory seeks to redefine the relationship between the State and citizens through public innovation to improve services using a methodology based on design thinking.
APPROACHES FOR DIGITIZATION – MEXICO
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METHODOLOGY
The methodological approach comprises 9 dimensions: 1) standards, 2) mobile government applications, 3) payment gateway, 4) advanced electronic signature, 5) interoperability, 6) digital identity, 7) “stamp of excellence”, 8) assistance to local governments, and 9) innovation.
The process designed for the standardization of procedures involves 6 stages: 1) plan, 2) standardize, 3) test, 4) publish, 5) evaluate, 6) improve, and 7) certify.
The Digital Services Standard includes 4 stages and mobile applications. For each stage, there are standards, recommendations, and guidelines.
APPROACHES FOR DIGITIZATION – URUGUAY
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METHODOLOGY
Based on a service catalogue, they created an "implementation factory“ comprising a classification of business processes (11 categories were identified), the provision of “building blocks” (front-end and back-end), and they hired privatecompanies configure and implement the business processes in each organization.
AGESIC defined a process for identifying, classifying and hiring the private companies.
With 8 Ministries, they worked with the Laboratory of Social and Public Innovation (LIS), defining a multidisciplinary team that worked on the "as is" and "to be" scenarios for selected business processes (adopting the MindLab Methodology of Denmark).
APPROACHES FOR DIGITIZATION – COMPARISON
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CHILE MEXICO URUGUAY
Digitization is driven from the "reuse of existing resources" to simplify citizen service (front-office).
Centralized policies and tools and decentralized implementation
Regulatory simplification and digitization is driven by the implementation of the “single window”.
Centralized coordination and decentralized implementation
Digitization is driven by standard reference solutions for the front- and back-office applications.
Centralized coordination and semi-centralized implementation.
LESSONS LEARNT
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SYNTHESIS
The OOP is a mechanism for simplification; however, in LAC digitization is still the main driver to service simplification.
Chile and Uruguay pursue digitization-driven simplification, following the Estonian model.
In Mexico, regulatory simplification is a requirement for digitization.
The establishment of a government entity only responsible for administrative simplification working as filter for digitization appears as a good practice. Such entity could also be responsible for the implementation of the OOP.
CONCLUSIONS
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LAC is far behind Europe in service digitization and the implementation of the OOP.
Governments in LAC are investing significant efforts in service digitization.
The OOP implementation still appears at a very early stage. Previously, solving interoperability issues remains as a key challenge.
Europe has been always a reference model and a source of good practices for LAC, so we are looking forward to know the lessons learnt from the OOP implementation in the European countries.
ACKNOWLEDGEMENTS
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This presentation has been prepared based on:
“El fin del trámite eterno - ciudadanos, burocracia y gobierno digital”
“Wait no more - citizens, red tape and digital government”
by Benjamin Roseth, Angela Reyes, Carlos Santiso
See more at: https://publications.iadb.org/handle/11319/8930?locale-attribute=es&locale-attribute=pt&#sthash.mqR8fW0S.dpuf