activitity report 2008 EN - Fedict

Transcription

Activity report 2008
Make way for innovation
Fedict Activity Report 2008
p. 3
Table of contents
Foreword 1. An organisation on the move 6
10
Fedict and e-government since 2001 10
Fedict today 14
2. Activities in 2008 20
Fedict 20
Fedict Shared Services
36
Fedict Select
38
Support services 42
3. Performance management and resources Conclusion 50
54
p. 4
Introduction
“Fedict operates in an environment
that is constantly evolving.
So, against this background, it is
only logical that we should keep
moving forward. Our innovative
spirit can be seen not only in our
programmes, projects and services,
but also in the direction taken by
our organisational structure and in
our method of working.”
Jan Deprest
Chairman of the Management
Committee
p. 5
p. 6
Foreword
The past year has been a special one for Fedict. It
included the official launch of numerous projects,
which we had been working on intensively for
quite some time previously. One of the main milestones for the year was the opening of our new
data centre, on 28th May 2008. As part of the
preparations, we migrated all of the major applications to the new centre, including the new
federal portal website, Belgium.be.
2008 was also a busy year in other areas, with
Fedict focusing on a wide range of aspects in
e-government, such as data security, the digital divide and
improving our support procedure. This latter point covers a
whole range of areas that will become increasingly important
in the years ahead and for which we introduced a number of
initiatives in 2008. The year just past also saw Fedict involved
in a whole array of successful programmes aimed at developing and promoting Belgium as an ICT knowledge region on
an international scale.
Fedict also forged ahead strongly on the organisational front
in 2008. The role we play and the organisation that supports
our aims are constantly evolving. Which is why last year we
split the department into three entities. In the area of e-government, the Fedict entity is responsible for providing and
managing integrated end-to-end services – in fact, this is our
core business. The new entity of Fedict Shared Services was
created by the integration of the former ICT Shared Services.
This service provides support for local helpdesks and for various server-related applications, such as electronic mail, data
backup and monitoring. In the meantime, the former nonprofit e-Gov organisation has now been incorporated into
our organisation under the name of Fedict Select. This entity
guides and supports federal public institutions in recruiting
specialised workers who have an ICT profile.
This new organisational structure, new employees and the
various activities implemented over the past year are all part of
the same aim: to enable the Government to provide businesses and citizens with services that are fast, transparent, easy
to use, practical, efficient and reliable. It has been with this
purpose in mind that we have spent the past few years building the foundations of e-government. But we also offer much
more than just that, because we are no longer content merely
to provide infrastructure and technical support. Instead, we
Foreword by Jan Deprest,
Chairman of the Management Committee
now cater increasingly for the needs of our customers as part
of a holistic approach focused on processes. Which is why our
aims go far beyond just computerising the public services.
What we are also trying to do now is to improve and simplify
the underlying processes whenever we can.
much further than the 1.7 million users of a popular application such as Tax-on-web. A good system of e-government is
also involved – often behind the scenes – in a whole range of
administrative tasks that it then dispenses to citizens and businesses as the need arises.
Of course, e-government only really makes any sense when
everyone can find the application he or she needs. Which is why
we have to think even more carefully about the way in which
we can make these applications accessible to citizens and businesses alike. With this in mind, bridging the digital divide is a
crucial concern. The penetration level of the Internet in Belgium
is still far too low compared with our neighbours. Yet despite
that, Belgium is in no way lagging behind in terms of being an
ICT knowledge region. Quite the opposite, in fact: there are
plenty of countries, international organisations and businesses
taking an interest in our strategy and achievements. A constantly growing number of foreign delegations come and visit us to
see what we are doing – and our role on the international ICT
stage will continue to grow in the years ahead.
Working both centre-stage and
in the wings, Fedict is constantly
involved in bringing ICT to the
State and to society in general,
as well as in developing our
country as an ICT knowledge region. This report explains exactly
what we understand by these
aims and provides the reader
with an overview of our main
activities, while setting out the
approach we are taking.
The success of e-government is not just about the number
of users and different applications. Fedict also aims to look
Jan Deprest
Chairman of the
Management Committee
Innovation is not a goal in itself,
but is created by the aims to which
we aspire. We innovate for the
purpose of better accomplishing our
mission and with an eye to future
developments.
p. 7
p. 8
p. 9
The external Communication
department of the Chancellery
coordinates the Federal Government’s
overall communication programmes.
“Fedict does a wonderful job in the area of e-government.
The organisation itself is open to new ideas and keeps
its finger on the pulse of technological progress.
Although the organisation is made up mainly of experts
in information and communication technology and hence
has a technical vocation, it also thinks carefully about
content and is constantly putting forward fresh solutions.
An excellent example of this is the new federal portal
that we worked on together. Thanks to Fedict amongst
others Belgium plays a pioneering role in the areas of
e-government and e-society on an international scale.”
Olivier Alsteens
Director General
External Communication
Chancellery of the Prime Minister
p. 10
An organisation
on the move
1.1
Fedict and
e-government
since 2001
Fedict is a young Federal Public Service (FPS) that specialises
in e-government. When it was set up in 2001, Fedict focused
mainly on developing and maintaining the foundations of
e-government. Nowadays, the FPS devotes more attention
to the various aspects of ICT support and developing e-government applications, as well as to campaigns and projects
aimed at encouraging society to adopt computerisation. It
also actively promotes Belgium internationally as a region of
ICT knowledge and innovation. Over the years, Fedict has
based itself more on the requests and needs of its customers: private citizens, other public services and businesses. This
evolution has gone hand in hand with an important shift: the
emphasis placed previously on developing foundations and
technical support has been replaced by an enhanced focus
on services. These days, Fedict no longer responds solely to
the purely technical needs of its customers: it now applies
a holistic approach that is directed towards processes. To
build further on the success of e-government, Fedict believes
that it is essential to take an end-to-end approach in managing the administrative processes between the various public
services (horizontal perspective). With this in mind, e-government does not restrict itself to being the “electronic version
of existing government services”: its aim is to improve the
provision of services and create new relationships between
the authorities, citizens and businesses.
Key milestones in the history of Fedict
2001 n Fedict established
2002 n Fedict becomes operational
2002-2003 n Computerisation of the State
into Fedict
with pools of vertical skills (Directorates
and Fedict’s first project completed
General) and horizontal programmes
2004 n Concept of service
The foundations are transposed into services
(projects and services).
n Business Process Management
for customers and given tangible form in a
BPM becomes a new skill as part of Fedict.
catalogue of services.
n Computerisation of society
Having developed and distributed supply,
Fedict starts to stimulate demand.
2005 n Region of ICT innovation and knowledge
Fedict raises the profile of Belgium with other
countries as a region of ICT innovation and
knowledge.
n Beginnings of Information Security
2007 n Matrix organisation
Fedict evolves towards a matrix organisation
First foundations of computerisation laid
2006 n Non-profit “e-Gov” organisation integrated
2008 n Foundations updated and transposed into
services
n Integration of “ICT Shared Services”,
renamed “Fedict Shared Services”
n “e-Gov” becomes “Fedict Select”.
p. 11
p. 12
An organisation
on the move
Three closely related areas
In practical terms, Fedict focuses its approach on three
closely related areas:
1) Computerisation of the State
2) Computerisation of Society
3) Development of an ICT Innovation and
Knowledge Region
The Computerisation of the State encompasses the full offering of services relating to the foundations, as well as the
introduction of e-government applications and their integration into the various administrative processes. In this regard,
Fedict conducts projects in collaboration with various public
bodies by providing them with active support and by considering Information Security as one of the main spearheads of its
mission.
The aim of the Computerisation of Society is to encourage
the use of e-government applications. Fedict’s policy in this
area covers six aspects:
n To narrow the digital divide, given that access to the digital
world creates more social opportunities and generates a
greater feeling of wellbeing.
n To focus on the interests of users rather than on technological capabilities.
n Not to resort to interventionism, but rather to conduct campaigns aimed at stimulating the market and promoting the
use of information and communication technologies.
n To work with the private sector on the campaigns mentioned above.
n To provide a stimulus to the Belgian ICT sector by incorporating Belgian products in campaigns and promoting highly
successful achievements on the international stage.
n To combine general national campaigns with targeted programmes in order to provide greater depth to the case for
a specific target audience.
The development of Belgium as an ICT region has two
aims: one, to assist Belgian ICT companies to win new markets in other countries and, two, to arouse the interest of
foreign companies and encourage them to invest in Belgium.
The overall objective is to develop a Belgian knowledge society. Fedict is supporting and speeding up this development by
introducing projects and services linked to new technologies
in the area of computerising the State and society – and by
publicising these initiatives via a range of different channels.
The basic principles of e-government
n
n
n
n
n
It is the customer and not the Government who occupies
a central position.
The information already held need not be requested again by
the Government.
The security, integrity and confidentiality of data must be guaranteed.
Administrative formalities must be reduced to a minimum.
E-government takes account of the digital divide and provides
programmes aimed at closing that gap.
p. 13
p. 14
An organisation
on the move
1.2
Fedict today
Fedict is doing everything it can to combine the interests of a large number of players in the best way possible. The service adjusts to fit its customers, its suppliers, its partners, its workers and public opinion, as well
as the political decision-makers and regulators. The
common thread to all this are Fedict’s vision, mission
and central values.
Mission
Fedict’s vision can be broken down into six missions:
n To develop and support a common strategy on e-govern-
ment, and to monitor its execution.
n To promote and safeguard homogeneity and consistency in
the policy, in accordance with this common strategy.
n To assist Federal Public Services in implementing this com-
Vision
Working closely with the minister responsible for computerisation, Fedict’s aim is to enable the Government to provide
services to its customers and to do so in a way that is fast,
transparent, easy to use, practical, efficient and reliable.
mon strategy.
n To develop the basic norms, standards and architecture
needed for the effective implementation of information and
communication technologies to support this strategy, and to
monitor compliance with these norms and standards.
n To develop projects and services that encompass all Federal
Public Services and which support the common strategy.
n To manage the Federal Government’s collaboration with
other authorities on e-government and information and
communication technologies.
Values
n ‘Focus on results’ is based on the principle that anyone
Innovation, loyalty, integrity, proactiveness, focus on results,
collective responsibility, and customer-centric behaviour: these
central values of Fedict reflect the organisation’s way of thinking and acting, and indicate how Fedict wants to be thought
of by others. Fedict employees apply these values as professional standards.
calling on Fedict’s services is viewed as a customer who is
entitled to a quality product.
n ‘Collective responsibility’ enables a working atmosphere
to be created where team spirit, collaboration, open communication, mutual support and an investment in the success of other people all occupy a central place.
n ‘Customer-centric behaviour’ means that Fedict aims at
achieving an optimum solution for all its customers.
n ‘Innovation’ refers to Fedict’s creative provisions. The or-
ganisation uses its skills to identify and implement new
technologies, approaches and solutions in order to build a
future that brings enrichment to the community.
n ‘Loyalty’ means that Fedict intends to speak with one
voice in terms of the interpretation and application of political decisions, as well as in its day-to-day contacts with its
partners, customers and suppliers.
n ‘Integrity’ implies that reliability is an integral part of
Fedict’s ethics.
n ‘Proactiveness’ means that Fedict – without wishing to
claim ownership over certain processes – proposes improvements and innovations relative both to the services provided to the community, and to its communication with that
same community.
Fedict’s values
p. 15
p. 16
An organisation
on the move
Fedict and the players involved
n Fedict’s customers are public servants, as well as business-
es and private citizens.
n Its suppliers are public organisations such as Smals and Bel-
net on the one hand, and private companies on the other.
consumer organisations and panels of users, employer
organisations and the unions, as well as through the academic and scientific world.
n Politics and the regulation of parliament and the government are accepted as the authority.
n Fedict’s partners include other public services and private
companies.
n Fedict’s employees possess in-depth professional knowl-
edge and strong communication skills, as well as management capabilities or the ability to develop them.
n As Fedict sees it, public opinion manifests itself mainly
through the following channels: parliament, the media,
Fedict and the players
involved
Structure
Fedict is not merely involved in innovation in terms of technology and providing services. Indeed, in recent years, it has
also modernised the development of its own organisation.
Fedict’s complex matrix structure provides a mature and flexible framework for achieving its vision and mission effectively.
Fedict positions itself as a holding company consisting of three
entities, with each one conducting a core business and providing various support services.
These entities focus on specific major tasks.
n Fedict provides integrated end-to-end e-government services, as well as services relating to its generic foundations.
n Fedict Shared Services provides operating ICT services
that are specific to the Federal Public Services.
n Fedict Select handles the selection and recruitment of
ICT staff for the Government, Fedict itself and its federal
partners.
As an entity, Fedict has developed around the three skills
areas that in the past used to constitute the four Directorates
General. In view of the evolution of skills within Fedict, these
four Directorates General became three “competence pools”
in 2008. These “competence pools” (CP) call on employees
with the appropriate skills profile to carry out specific tasks,
providing training and supervision where required. The “competence pools” are run by a Director General.
n The PPSM (Programme, Project and Service Management)
CP is responsible for managing programmes, projects and
services.
n The SASS (System Architecture, Standards and Support)
CP focuses on system architecture, standards and support.
n The IBA (Information and Business Analysis) CP specialises
in information and business analysis.
The support services extend their expertise to the three entities and other services. This includes the following services:
MarCom, Fedict Management Support Office (FMSO), Legal
Department, International Relations, Public Procurement,
Service Desk, Infosec, Budget and Management Control,
Personnel and Organisation, and Secretariat and Logistics
Support.
Fedict organisation chart
p. 17
p. 18
The borough of Bornem has
been working on Fedict pilot
projects since 2003.
“Collaboration between the borough of Bornem and
Fedict began with Fedict’s authentication services being
integrated into our electronic service window. Since then,
we have been using Fedict’s technical knowledge and are
working together on numerous e-government projects.
Fedict also provides us with the building blocks we need to
launch our projects. Fedict’s facilitating role considerably
simplifies the implementation of these e-government
projects. And because Fedict offers us access to so many
quality services, we do not – as a local authority – have to
invest in these services, yet we have full access to them.”
Hugo De Pauw
ICT management worker
Borough of Bornem
p. 19
p. 20
Activities
in 2008
Operations
2.1
Fedict
In the area of e-government, Fedict entity is responsible for
managing and providing integrated end-to-end services and
also offers services relating to the basic foundations. Fedict’s
operations are based on clearly defined programmes. These
are the organisation’s areas of business per se and the programmes include Fedict’s projects and services. Just like resources, they are part of a Master Plan. The programmes
themselves are sponsored by a Senior Responsible Owner
(SRO). The SRO is a Director General or Chairman acting in his
(or her) capacity as “business sponsor”.
Fedict’s internal organisation is based on a matrix structure
in which the competence pools provide the expertise and
skills required for the programmes. Within this modernised
approach, the competence pools are not isolated, but work
closely with one another at all times.
Fedict operates on three levels.
The various programmes run
by Fedict are supported by the
competence pools.
Strategic level: Chairman and Management Committee
The Management Committee and its chairman translate the
policy of the minister and his Strategy Unit into strategic and
operating objectives, programmes and other activities. The
strategic guidance committee makes sure that the operations
of the three Fedict entities are in line with Fedict’s strategic
objectives. If the strategy clashes in any areas with Fedict’s
mission, it is the Management Committee’s job – working
through the Chairman and the Strategy Unit – to adjust the
strategy, as required.
Tactical level: “Opera”
The Directors General and Chairman of Fedict also play the
role, in addition to their own functions, of “Senior Responsible
Owners” (SRO) of Fedict’s initiatives. Together, they constitute
“Opera”: “Opportunity, Evaluation and Recommendation of
Actions”. Opera studies the opportunities, manages the catalogue of services, coordinates activities and highlights any
thorny problems, as well as any risks that may crop up in the
programmes. During Opera meetings, all Fedict missions are
mutually harmonised to obtain maximum return from the resources available, based on the strategic and operational objectives defined.
p. 21
Operating level: Programme Matrix Teams
The Programme Matrix Teams (PMT) handle the operating guidance and follow-up of Fedict’s initiatives for each programme.
A programme is a group of projects and services. The project
managers are responsible for the projects, while the service
managers are responsible for the services. A PMT is made up
of a programme architect and a Programme Business Analyst.
A programme is
made up of a number of
projects and services.
p. 22
Activities
in 2008
Fedict’s activities
Fedict’s projects and services are grouped into programmes. In 2008, there were six Fedict programmes.
1. Front office
Fedict’s front-office services offer citizens and businesses access to data made available by middleware. User-friendly interfaces make this access simple and easy.
n Crossroads Bank for Enterprises
At the beginning of 2008, the new version of the Crossroads
Bank for Enterprises (CBE), aimed at end-users, went into
production. A number of new features were introduced during the course of the year: new screens for entering business
details, new web services and new functions for managing
itinerant traders.
n Belgium.be
The federal portal website
was given an in-depth
revamp in 2008.
The federal portal website Belgium.be is available from the
new data centre and underwent a substantial revamp in
2008. Adjustments were made to the site not only in terms
of content, but also of the underlying technology and form.
Information and services are hosted in a logical structure featuring clear themes. The portal’s infrastructure is now also
“mutualised”. This means that other Federal Public Service
portals have been integrated into the portal environment.
In 2008, the federal portal website was given a new search
function, which enables searches to be carried out both inside
and outside the site. Users can now go to www.belgium.be
to find information from other Belgian Government websites.
The new version of the site was launched officially on 28th May
2008 in the presence of the Prime Minister and the Minister
for Enterprise and Simplification, Vincent Van Quickenborne.
Fedict coordinated the production of the whole project to
update the portal, using the most appropriate partner for
each specific section of the website. However, Fedict remains responsible for managing the portal and its underlying
Federal websites integrated into the portal environment
Portal:
n www.belgium.be
FPS:
n Chancellery website:
chancellerie.belgium.be
n Personnel and Organisation for
the federal staff portal:
www.fedweb.belgium.be
n Fedict: www.fedict.belgium.be
Andere overheidssites:
n State Security: suretedeletat.belgium.be
n Infoshop: infoshop.belgium.be
n General Commission for Refugees and Stateless Persons: www.cgra.be
n Institute for the Equality of Women and Men: igvm-iefh.belgium.be
n Federal Agency for Medication and Health Products: www.fagg-afmps.be
n Quickonomie: www.quickonomie.be
n Sustainable Development Day: www.journeedeveloppementdurable.be
n eID: eid.belgium.be
n Felink: www.felink.be
Other projects are still underway with the Finance, Economy, Foreign Affairs, Defence and Justice Federal Public Services.
p. 23
p. 24
Activities
in 2008
structures. The External Communication department of the
Chancellery of the Prime Minister supplies the content in collaboration with other public services. In total, Belgium.be now
features over 10,000 webpages – in 4 languages – that can be
viewed from a number of portals. More and more citizens are
using this service. In the space of four years, the number of
visitors has risen from 10,000 to 35,000 per day, with spikes of
up to 100,000 users on busy days. Belgium.be is also well appreciated in the IT industry. In 2008, the specialist “Datanews”
publication voted Belgium.be one of the three most outstanding sites. The portal website has also won three CMS Awards,
including a gold one in the “Government” category, voted
on by the public, a silver one awarded by the jury in the same
category and another gold one, also awarded by the jury in
the “Navigation” category.
eGov community for greater collaboration
In 2008, Fedict created an eGov community in conjunction with other public bodies and as part of a cooperative agreement relating to integrated e-government.
The aim of the community is to support the development of integrated e-government in Belgium. It deals
with e-government projects in the broad sense of the
term, in all public organisations and at every level of
power. The community does not replace the decisionmaking bodies already in place, but does bring government departments together in order to encourage
collaboration and the exchange of information. The
eGov community is also responsible for the visibility of
Belgian e-government activities on the international
stage. The main target audience is public servants,
although the community is open to everyone via the
Internet. Three coordinators from Fedict, Corve and
Easi-Wal are on hand to ensure that the community
functions smoothly.
www.epractice.eu/community/Belgium
E-government under scrutiny at all times
The eGov Monitor is a tool that reflects the situation of
e-government in Belgium. It consolidates a number of
indicators – which are measured by Fedict or by other organisations – and presents the data in a harmonious manner. The aim of the eGov Monitor is to provide a clear idea
of the conditions for creating and using e-government in
Belgium. In particular, the eGov Monitor handles the follow-up on items such as the level of back-office computerisation in federal government departments, as well as
the number of federal public services online and developments in the percentage of families using the Internet
to conduct their transactions with the Government. The
eGov Monitor also checks on any obstacles that may be
standing in the way of e-government moving forward.
The development of this tool and identifying the key indicators is based on the methodology of the European
benchmarks used for programmes such as eEurope and
i2010, international best practices, surveys conducted
by the FPS Economy (Directorate General Statistics and
Economic Information) and by other Belgian government
departments, as well as on survey conducted by Fedict
itself (Fed-eView/ Administration and Fed-eView/Citizen).
In 2008, the conceptual framework of the eGov Monitor
was put in place, giving particular attention to five areas
(context, input, output, use, impact), three groups of users (government departments, citizens, businesses) and
168 overall indicators.
p. 25
p. 26
Activities
in 2008
n Police-on-web
Police-on-web experienced growing success in 2008. This
online service provided for citizens is available at all times
and can be accessed using an electronic identity card or user
account at Belgium.be. Police-on-web enables people to report minor offences, such as the theft of a bicycle, shoplifting, a stolen moped or act of vandalism. Since 2008, it has
also been possible to use Police-on-web to tell the authorities that you are going to be away from home, during the
holidays for example. That way, the police are able to organise their patrols better and so provide enhanced security. In
2008, 2,000 persons reported that they were going to be
absent from home.
2. Identity and Access Management (IAM)
Police-on-web enables the public to
report minor crimes online or state that
they are going to be away from home.
Identity and Access Management provides secure access to
information and is an important aspect of what Fedict does.
The Federal Authentication Service (FAS) plays a central role in
IAM. FAS is a Federal Government service that enables users
to register and “be authenticated” so that they can use official web applications. For example, citizens can use FAS to
access Tax-on-web via the federal portal website Belgium.be.
Numerous public services also use FAS to allow access to their
e-services.
p. 27
Seven web services have been made available to the Crossroads
Bank for Enterprises courtesy of the FSB since November 2008.
New web services have also been provided for Police-on-web.
In the future, all existing services, such as those from the predecessor to the FSB – Universal Messaging Engine (UME) – will
be incorporated into the FSB. Working with the FSB, Fedict is
also moving towards a Service-Oriented Architecture (SOA).
And with the data centre in particular, the FSB constitutes the
Digiflow is an application that makes it possible to request
data from authentic sources. This information is available
through partial applications so that when a user wishes to
view confidential information, the purpose of the request is
clear. A good example of this is the use of Digiflow as part of
the Télémarc project. Télémarc assists the authorities awarding contracts to check that the companies bidding have the
permits and certificates required for them to be awarded
public procurement contracts. Since 2008, Digiflow has also
been available to local authorities and public social assistance centres (CPAS). With this in mind, a solution has been
developed for managing decentralised access authorisations
and appropriate reports relating to use of the application. This
project was created in collaboration with the Administrative
Simplification Agency (ASA).
This graphic shows the
total number of tokens
produced since 2005.
840,328
To enable this to happen, the decision was taken to create a
“Federal Service Bus” (FSB) enabling users to access information from authentic sources in Government databases through
web services. With the FSB, these web services are made available to partners via a synoptic portal interface. Fedict is responsible for the integrated securing of data based on clear
“governance procedures”. This enables providers to develop
new secure web services more simply.
n Digiflow and Télémarc
652,143
n The Federal Service Bus
foundations of a “Fedict-Connected Government”, the basic
structure for an e-government in which users can access all of
the Government’s web services via a single point of contact.
485,726
The aim of the Application Integration & Middleware programme is to provide secure, managed electronic access to
reliable information through the simple, yet secure implementation of appropriate reusable services.
379,017
3. Application Integration Middleware (AIM)
1,000,000
800,000
600,000
400,000
200,000
2005
2006
2007
2008
0
p. 28
Activities
in 2008
n eDepot
The Administrative Simplification Agency (ASA) and Fedict
have together developed eDepot for the Royal Federation of
Belgian Notaries (FRNB) to speed up the publication (within
Use of Digiflow increased significantly in 2008. The
graphic shows monthly enquiries since January 2007.
6,000
5,000
4,000
3,000
2,000
1.000
0
Jan ‘07
Apr ‘07
Jul ‘07
Oct ‘07
Jan ‘08
Apr ‘08
Jul ‘08
Oct ‘08
3 days) of notarised documents when a company is being created. Other partners were also involved in this project: Justice
FPS, the Crossroads Bank for Enterprises (CBE), the Crossroads
Bank for Social Security (CBSS), the National Register and the
Belgian State Journal. Notaries can use eDepot directly to create a company in the Crossroads Bank for Enterprises, to lodge
the documents and applications for setting up a company
with FPS Justice, and to publish details of new companies in
the Belgian State Journal. As part of this application, Fedict
also developed the first generation of the PersonService web
service (previously called “Find Physical Person”), which enables notaries, clerks of the court and business service windows
to search for personal details from the National Register and
the ‘Registre Bis’. The Registre Bis is made up of individuals
who are known to Belgian social security but are not recorded
in the National Register.
p. 29
4. Infrastructure
n The Data Centre
Fedict has been making its e-government services available to
users from a new data centre since 2008. Planning for the
data centre dates back to 2006 and the facility has been operational since May 2008. Shortly before the launch, all of the
major programmes were migrated to the new data centre under the watchful eye of the Fedict Management Committee.
The upgraded federal portal website, Belgium.be, is also hosted at the new data centre.
The data centre is a virtual environment based on open
standards in which a number of “virtual” platforms are hosted on physical servers. This environment provides a high level
of flexibility because new applications can be hosted on the
infrastructure in a fast and strictly separate way from existing
applications. This structure makes it possible to implement a
test and acceptance environment that is independent from
the underlying hardware, and to support a production environment based on different operating systems (Windows,
Solaris, Red Hat Linux). This enables the available capacity
to be used more effectively, for example to meet short-term
requirements. Whereas previous capacity was only used to
about 15 to 20%, the current level of usage is between
The foundations of Fedict
p. 30
Activities
in 2008
65 and 75%. The servers at the data centre operate both
with open sources and proprietary software on all levels (database, application, web).
Physically, the Fedict data centre is at two locations, linked by
a fibre optic cable. The servers are synchronised at all times
so that in case of an incident, they can continue to operate
seamlessly at one of the two locations. In some cases, users
4,450,000
8
8,430,719
eID enables citizens to handle their administrative dealings,
sign e-mails and other electronic documents, access waste
recycling centres, connect to their employer’s network, etc.
In recent years, major efforts have been made on the technology development side and on expanding the eID infrastructure. As part of planning for the future, current emphasis is placed in particular on developing new applications.
2,000,000
6
6,625,000
millions
n eID
10
4
2
0
will not experience any interruption to services. To host the
Fedict data centre, public resources are used to optimum effect thanks to “mutualisation” (using hardware already in
place in other public services). Fedict itself remains responsible for the design and management of the centre, which
makes it possible to integrate new applications more quickly
and to guarantee longer-term continuity better. The experience gained by Fedict in managing the data centre independently will also be of value in the future because it will
enable still better criteria to be set should certain operating
aspects of the system be outsourced.
2005
2006
2007
2008
Changes in the number
of eID cards activated
since 2005.
In September 2008, a major upgrade was made to the eID
middleware, which is required to read and/or use the eID
chip. As a result of this upgrade, using eID has become simpler and more stable. The procedure for connecting to serv-
ices has also been speeded up, with some checks no longer
being made automatically, but only when required. The new
middleware also incorporates other identity cards based on
eID (such as “kids-ID” and the identity card for foreigners).
It also provides – in addition to support for Windows Vista –
better support for MacOS.
Fedict has made the middleware available to all citizens via
the website at www.eid.belgium.be.
Installing the middleware has been made significantly easier through “QuickInstall”. The installation process has also
been clarified (highly graphic presentation) and the screen
design for users is now more logical. All users have to do
now is click on the QuickInstall icon at the eID website. The
introduction of the new QuickInstall in 2008 has considerably reduced the number of calls about installation problems.
The “New Belgian root certificate” middleware for the electronic identity card was also adjusted in 2008. eID includes
the digital certificates generated by the Government’s certification authority, which allows the card to be used in a highly
secure manner. To ensure the continuity of services, a new
version of the system for producing eID certificates has been
introduced proactively.
Of course, eID is only of value if the applications enabling it
to be used are in place. An interactive geographic map at the
eID website enables users to locate eID applications available
in the various local authority areas throughout the country.
This map was supplemented in 2008.
p. 31
p. 32
Activities
in 2008
5. E-society
n BuildIT 08
The Computerisation of the State can only be successful if it
goes hand in hand with the Computerisation of Society.
Through BuildIT 08, Fedict enabled the children of Federal
State representatives, aged 12 to 15, to find out more about
ICT. The main themes of this summer computing course included the creation of websites and using the Internet safely
and securely. BuildIT was held at FPS Finance during the final two weeks of August 2008 and attracted 160 participants. Supervised by a teaching coordinator, IT students from
n Survey conducted in conjunction with MICT
Working with the study group Media & ICT linked to the
University of Ghent, Fedict has now examined the best way
of rolling out ICT. The survey revealed that the heterogeneous group of people who do not yet use the Internet can be
divided into subgroups whose perceptions of the Internet and
computers are homogeneous. Each of these groups has its
own needs and expectations and it is important for campaigns
about the computerisation of society to take these into account. This survey gives Fedict scientifically backed work to
make its policy on e-society more effective. The survey has
received a particularly positive reception in scientific and international political circles, as can be seen from an “Outstanding
Paper Award”, publication in the European Journal of ePractice and a presentation at a lecture held at the famous London
School of Economics.
BuildIT 2008
higher education explained to the children how to create a
website using their holiday photographs. Everyone on the
course was also shown the basis of programming and learnt
how to make the Internet a safe place for themselves and
their family. In a few years’ time, these youngsters will be
choosing which direction to take in their studies. Through
this initiative, Fedict and the ICT industry hope that some of
them will opt for IT.
6. Security of Information
Fedict keeps a constant watch on the security of systems and
transferring data, particularly in the area of e-government,
through its Infosec service.
Infosec acts as the secretariat for the Consultation on
Information Security Platform (BELNIS). This platform brings
together the federal institutions involved in making policy on
the security of information. It also supervises three working
groups: “Classification of Information”, “Critical Information
Infrastructures” and “Harmonisation of the Functions Linked
to the Security of Information”.
Following the publication of the White Paper relating to the
national policy on the security of information, Infosec developed a series of practical proposals in 2008 at the request of
the Information and Security Board. In particular, this involved
drawing up an inventory of critical information systems, a centre capable of responding to security incidents, coordinating
the security of information in Federal Public Services, the certification of IT products, security training and Government collaboration with the private sector.
p. 33
p. 34
p. 35
BELNET is a public service that
provides Internet access to research
and teaching institutes, as well as to
virtually all Belgian public services.
“We have signed a contract with Fedict for the
creation, implementation and management
of FedMan, the telecommunications network
that links the various federal government
departments. The features that typify
this network are its high output capacity
– 1 Gb per second – and innovative technology:
two aspects that are important not only for
current users, but also for future developments.
Fedict has demonstrated a modern approach
and has people who are capable of forecasting
future developments correctly.”
Pierre Bruyère
General Manager
BELNET
p. 36
Activities
in 2008
The activities of Fedict Shared Services
2.2
Fedict Shared
Services
Fedict Shared Services (formerly ICT Shared Services)
provide logistical services to their customers. These
services include support for local helpdesks and for
server applications such as e-mail, backup and monitoring, as well as Fedcom and other projects.
panies. Fedict Shared Services were responsible for installing the IT platform. The project was launched in September
2007. By the end of December 2008, everything was in place
to enable the application to be operational for the 5 FPSs
taking part in the pilot phase.
n IT infrastructure for governments
n Internal portal sites
In 2008, Fedict Shared Services equipped two new governments with the IT infrastructure they need. The service-oriented approach used by Fedict Shared Services makes it possible
to mobilise the resources required quickly. All the Strategic
Units have to do is submit the number of workers they employ.
The choice of hardware and software is up to them. Fedict
Shared Services coordinate the integration process, offering
assistance during installation and providing the infrastructure
of services needed. Each Strategic Unit is set up as an autonomous entity and can manage usage of the services provided
totally independently.
Demand for internal portal websites is very high, especially
from the government and on account of the increase in the
number of cooperation projects between the authorities and
other partners. Drawing on their service-oriented architecture featuring clear formats and platforms, Fedict Shared
Services are capable of meeting this need quickly. Which is
why in 2008, Fedict Shared Services created ten or so new
portal websites. Two technologies are available for this purpose: Oracle for portals focusing more on publications, and
Microsoft for collaborative portals with shared applications
(“Sharepoint portals”).
n FEDCOM
n WiFi
The Fedcom project of the Budget and Management Control
FPS is designed to modernise Federal Government accounting in depth. Fedcom introduced double-entry accounting
along the lines of the accounting procedures in private com-
Demand for secure wireless communication (WiFi) is also
very high. For this reason, in 2008, Fedict Shared Services
launched a WiFi pilot project in its Strategy Unit in conjunction with the Minister for Enterprise and Simplification. The
project aims to achieve a maximum level of modularity, accessibility, control and security.
n Sudocu
Fedict Shared Services have gathered information about all of
the services they offer for their customers. To make all of this
information more understandable, it has been divided into
four sections: technical information, operating information,
brochures relating to services and a catalogue of services.
This project, which began in 2008, is called Sudocu (Shared
Services Unified Documentation). Now, when a new service
is provided to customers, Sudocu automatically receives all of
the relevant documentation.
of monitoring provides a more realistic picture of the way applications are operating. Finally, robustness tests are also carried out proactively. These tests enable applications to check
the possible load on infrastructure components. This is also
done using end-to-end simulations. The various monitoring
results are presented jointly in a dashboard available online.
Fedict Shared Services have developed the technology and
also extended the dashboard functions.
In 2008, Fedict Shared Services had:
n
19 clients, including 8 Strategy Units;
over 250 servers;
n more than 30 services to offer
their clients.
n
n Monitoring
To ensure the hardware and software operate properly,
Fedict Shared Services monitor all areas on an ongoing basis.
In view of the growth in the number of users and applications, and because they cover a whole range of areas, these
monitoring activities were intensified in 2008. For example,
Fedict Shared Services keep a constant eye on their server
operations in terms of hardware. Fedict Shared Services also
conducts end-to-end functional monitoring using robots that
simulate end-users in their working environment. This form
p. 37
p. 38
Activities
in 2008
The activities of Fedict Select
2.3
Fedict Select
In the same way as Fedict Shared Services, the old
non-profit organisation ASBL eGov changed name and
is now called Fedict Select. It was also given a new
Graphics Charter in 2008. As a result, both the name and
the “look and feel” of the various services managed by
Fedict have been changed.
Fedict Select assists and guides federal public institutions
in recruiting workers specialising in ICT. Fedict Select hires
appropriate people and then seconds them to the various
public services. This recruitment makes it possible to respond
effectively to the needs and requests of clients. Fedict Select
also continues to develop in its endeavours to become a skills
centre for the ICT recruitment market by positioning itself as
a recognised and valid employer for ICT professionals.
2008 staff selections
Selection of potential applicants via
n searches in databases (292 potential applicants)
n a webpage (531 potential applicants)
n a media campaign and contacts at job fairs
(158 potential applicants)
n
n
These contacts led to 204 personal interviews.
n
41 new workers were hired.
n
At the end of 2008, there were still 65 vacate
positions to be filled.
The workers recruited by Fedict Select and seconded to one of
the FPSs are totally incorporated into the HR policy of the FPS
in question. Fedict Select handles the administration of personnel (including relations with unions, legal administration
and accounting).
Fedict employees handling Fedict Select assignments apply the
same central values as Fedict. These values indicate how Fedict
Select wishes to be viewed by all of the stakeholders.
Fedict Select invited 204 applicants for interviews in 2008.
These potential applicants were found through active searches
in databases, from a webpage, a Fedict media campaign and
from contacts at job fairs. Fedict Select selected 41 new workers as a result. At the end of 2008, there were still 65 vacate
positions remaining to be filled.
The Fedict Select webpage
On 31st December 2008, Fedict Select had 149 members of
staff seconded to 12 public services.
p. 39
p. 40
p. 41
Twins Diego and Anthony Leitao from
Auderghem took part in BuildIT 08,
a summer IT course designed for the
children of federal workers.
“Our parents enrolled us for the BuildIT course
because we wanted to find out more about
computers. The course was fun and we learnt a
lot, including how to create a website using our
own photos and films. We also learnt how to
edit these films and photos. Next year, we will
have IT lessons at school and because we have
been on BuildIT, we’ll have a head start.
We will certainly be joining in the next BuildIT
because we had such a great time!”
Diego and Anthony Leitao
Participants in the BuildIT 08
summer IT course
p. 42
Activities
in 2008
De activiteiten van de ondersteunende diensten
2.4
Support
Services
There are various services that support the operations
of Fedict, Fedict Shared Services and Fedict Select.
n Marcom
MarCom (Marketing & communication) is responsible for the
organisation’s in-house and external communication.
For its internal communication, Fedict has had its own
Intranet – Fedict Insite – since 2007. Fedict Insite brings together all of the relevant information for its workers in a
single location. This includes information about Fedict, personnel-related queries, questions about projects and other
type of communication. In 2008, Fedict Insite was boosted
to make it an Intranet in its own right, with daily updates.
In a satisfaction survey conducted in April 2008, Fedict
Insite scored 7.5/10. The MarCom department also operates through “Mails2fedict” for its in-house communication.
“Mails2fedict” is an electronic messaging system with a fixed
layout. It is sent to all Fedict workers and used for messages
that require special attention. Eighty “Mails2fedict messages
were sent out in 2008. Finally, twice a year, Fedict holds a
“Fedict Day” for its employees. The Fedict Day in September
was used to explain the development of Fedict and the organisation’s fundamental values.
As part of its external communication MarCom developed
a new Graphics Charter in 2008. The aim was to emphasise
the new relationship between Fedict, Fedict Shared Services
and Fedict Select. The basic logo is a dynamic cube that
comes in six different positions and underlines the creative
and innovative aspect of the organisation.
In 2008, MarCom also focused closely on communication
relating to recruitment. Fedict is not only the youngest,
but also the smallest of all the FPSs. To enable it to continue achieving its ambitions, Fedict needs to keep boosting
its staff numbers. So to reach suitable job-applicants, Fedict
developed an integrated media campaign in 2008: advertisements in the print media, online communication and web 2.0
Vandewereldwaarhijinstapt,
legjijdefundamenten.
Wij zijn op zoek naar m/v:
Fedict – Bij de Federale Overheidsdienst
Informatie- en Communicatietechnologie
leg je de fundamenten van de digitale
samenleving: onze e-governmentprojecten
loodsen de burgers en bedrijven nu al
de wereld van de elektronische overheid
binnen. Innovaties voor de samenleving
van morgen. Klaar voor de stap vooruit?
•
•
•
•
•
•
Projectmanager
ServiceSupport
Manager
Projectarchitect
ServiceManager
Programmamanager
HelpDeskMedewerker
•
•
•
•
•
FedictManagementOffice/
PMOManager
FunctioneelAnalist
SeniorAnalistin
Informatieveiligheid
Ontwikkelaar
Boekhouder
Onze medewerkers kijken trots terug op deze projecten:
• eID, de invoering van de elektronische identiteitskaart;
• InternetvoorIedereen, kant-en-klare pc-pakketten die de digitale drempel helpen verlagen;
• Tax-on-web, de veilige en efficiënte internettool voor de belastingaangifte;
• Police-on-web, de elektronische aangifte van misdrijven zoals fiets- en winkeldiefstallen,
vandalisme en graffiti.
Surf snel naar
www.fedict.belgium.be
voor de volledige functiebeschrijvingen en stuur je cv naar [email protected]
MarCom focused
strongly on
recruitment-based
communication
applications. Fedict also had a stand at the national recruitment show, Vacature Talentum. The campaign was launched
on 4th October 2008. In total, over 850 candidates applied
for jobs at Fedict. Interviews were held from mid-October.
advice in terms of policy. It defines structures and processes,
monitors the achievement of targets and supports management of the portfolio and opportunities, as well as developing the organisation’s Balanced Scorecard.
For the first time since the creation of Fedict, MarCom conducted a large-scale satisfaction survey with its customers in 2008. The survey covered customer experiences with
Fedict in its role as a service-provider and also Fedict’s overall
image. Customers were broken down into different groups
for the survey. The results will be used as the benchmark for
all subsequent surveys and will also be used for establishing
an action plan. Also, based on the results, the provision of
services will be adjusted wherever necessary. The survey was
conducted in conjunction with the “Organisation development” department of the Personnel and Organisation FPS.
This department has already run similar surveys in other FPSs,
which makes it possible to compare the results at Fedict with
other public services.
n Legal department
n Fedict Management Support Office
The Fedict Management Support Office (FMSO) was created
in 2008 and will be entirely operational by the end of 2009.
The FMSO is responsible for the ongoing monitoring of the
way the organisation operates so that it can provide strategic
The legal department provides appropriate legal guidance
and support for Fedict projects and services relating to ICT.
It also plays a major role in taking correct legal decisions and
monitoring e-government regulations. The department formulates opinions and supports Fedict and other FPSs in the
area of IT law, constitutional law and administrative law regarding e-government and the provision of electronic services, as well as contract law.
Fedict firmly believes that the legal aspect of its programmes
and projects is an essential part of what it does. This is taken
into consideration when defining programmes, during the
contractual phase and also while projects are being implemented. In particular, the legal department has been involved
in projects such as eID, kids-ID, Police-on-web, eBirth and
Digiflow. In 2008, it also worked on the legal framework of a
number of e-society campaigns. The legal department is also
responsible for drafting the wording for texts relating to the
“Preliminary Draft Law relative to the institution and organisa-
p. 43
p. 44
Activities
in 2008
tion of a Federal Services Integrator”. This preliminary draft of
the “Fedict Act” places Fedict’s activities on a legal footing.
In the wording of the Act, Fedict is considered as a “trusted
third party”, responsible for coordinating and controlling the
way certain types of information are supplied and for providing services within the Federal Government.
Belgian e-government analysed by the OECD
To enable it to assess the situation regarding e-government in Belgium correctly,
Fedict commissioned a survey to be conducted by the OECD. The OECD experts
also included three external “peers”, who have experience of the federalised
structures dealt with in the study. Belgium reiterated the questions from the
OECD’s standard survey and added two specific questions of its own: Given its
political situation, how can Belgium encourage collaboration on e-government
between the Regions and the Communities without harming each entity’s own
identity and independence? And how can Belgium move from an approach
directed towards “technology” to an approach focused on “citizens”? The
results of the study were published in 2008. The report can be downloaded from
www.fedict.belgium.be.
n International relations
The aim of the International Relations department is to promote Belgium as an ICT knowledge region throughout the
world. The department conducted discussions on e-government as part of the preparatory work prior to Belgium taking
over the presidency of the European Union with Spain and
Hungary. These two countries and Belgium constitute the
EU’s first presidency ‘troika’. In practical terms, this means
that Spain will preside over the European Union for the first
half of 2010, followed by Belgium for the second half and
then Hungary for the first half of 2011. During the preparations, Belgium will focus on the results of the i2010 programme and on a repeat of the Laeken Summit.
The department also maintains contacts beyond European
borders and implements forms of bilateral collaboration.
Fedict has been working with South Africa on e-government
since 2008. Because it has expertise in the electronic identity
card, Belgium has been invited to take part in the thought
process for a similar identity system in South Africa.
The International Relations department is also part of STORK
(Secure idenTity acrOss boRders linKed), a three-year pilot
project run by the European Commission focusing on the use
of national electronic identities across borders. STORK aims to
harmonise the various eID systems so that foreign electronic
identity systems are recognisable and can be used in national
applications and vice versa. For example, a Belgian student
can enrol at a foreign university using his Belgian identity card.
The aim of STORK is to conduct a series of cross-border pilot
projects based on existing national systems and to develop applications that will also continue after the pilot project and that
can be used by all of the member countries of the European
Union. Fedict represents Belgium, which is playing a pioneering role in this ambitious and strategic project.
The International Relations department also represented
Fedict at the annual ICA congress (International Council for
Information Technology in Government Administration).
The 2008 edition of the congress examined the harmonisation of e-government strategies in relation to the needs of
various population groups and different generations. Almost
seventy delegates from over twenty countries attended the
conference. In 2008, the manager of Fedict’s International
Relations department was also appointed president of the
ICA for two years.
n Public Procurement
The Public Procurement department has expertise that covers the whole of the process, ranging from setting up public
procurement tenders to following through on contract implementation:
n establishing public procurement tenders;
n publishing public procurement contracts based
on legal provisions;
n publishing specifications via the appropriate
communication channels;
n supporting the assessment of tenders (administrative
compliance);
n supporting the awarding of contracts (drafting and
sending out documents on time);
n drawing up contracts based on agreed levels of
quality and service;
n monitoring fulfilment of the contracts.
During 2008, the Public Procurement department acted as facilitator on 151 contracts for Fedict and Fedict Select, producing
36 sets of special specifications in the process.
n Service Desk
The Service Desk is the central point of contact for all Fedict
customers wanting information or looking for assistance if they
p. 45
p. 46
Activities
in 2008
23,410
30,000
13,686
20,000
10,000
6,500
15,000
11,321
25,000
5,000
0
2005
2006
2007
2008
This graphic shows the number of
questions put to the Service Desk
since 2005.
encounter technical problems. The aim of this service is to give
client access back to a service that may have been interrupted
or disrupted (incident management) as quickly as possible. The
Service Desk also reports daily to management about its activities (number of electronic messages received, phone calls, etc.).
n Budget and Management Control (BMC)
During 2008, the Service Desk dealt with 23,410 requests for
support, or more than double the number in 2007. This increase was due first and foremost to enquiries about registering
at the federal portal website – a service that was contracted out
in the past – and, second, to the growing number of questions
about the authentication methods provided by Fedict (federal
token, eID). Of all calls, almost 50% were about Identity and
Access Management, with 17% about eID. Other calls were for
all other services, especially Digiflow and Police-on-web..
n Personnel and Organisation (P&O)
n Infosec
Infosec provides expertise and support relating to security.
It drafts regulations and is responsible for raising awareness
in this area. In 2008, Infosec published four regulations: the
general regulations on the security of Fedict information, and
three specific sets of regulations (credentials, passwords and
service supervision). Infosec conducts awareness campaigns
aimed at staff and also provides support on managing the security risks associated with information systems.
Budget en Beheerscontrole (B&B) bewaakt de werkingsmiddelen, projectbudgetten en beschikbare human resources
van Fedict. De concrete cijfers voor 2008 zijn terug te vinden
in hoofdstuk 3, Performantie en middelen (vanaf p. 52).
The Personnel and Organisation department (P&O) manages
the organisation’s human resources. Working with the various competence pools, P&O sets the skills requirements, attracts new employees and makes sure that suitable training is
provided to the organisation’s personnel. Fedict makes every
effort to achieve a blend of experts who have specialist knowledge, as well as a workforce that has the development potential needed. A number of workers have attended certificated
training courses, for example regarding process methodology
and approach, such as Prince2 and ITIL. A staff survey conducted in 2008 again provided a means of gauging the way
employees view the way Fedict operates. There was a rise in
satisfaction in all areas. P&O recruited a further 21 new employees as part of the programme to boost levels of professionalism within the organisation.
n Secretariat and Logistics Support
The Secretariat and Logistics Support department is part of
P&O. It consists of four people responsible for assisting management, one person who handles reception, two mainte-
Personnel
n
n
n
n
n
At 31 December 2008, Fedict had 77 members
of staff, 47 of whom were seconded by
Fedict Select.
Of the 30 others – civil servants – 6 were agents,
16 statutory workers 8 contractual workers.
Fedict had 32% female workers and 70%
graduates among its personnel.
Average age was 39.4 years.
68% of employees were Dutch-speaking.
nance staff and a driver. These people provide professional
support to the chairman, the directors-general and their
respective departments, as well as to visitors, in line with
Fedict’s vision that is strongly focused on clients and services.
2007
2008
Chairman
1
1
Budget and Management Control
2
2
10
12
2
1
Other support services
13
14
Total support departments
28
30
Information management
5
6
Standards and system architecture
5
8
Programme and project management
15
13
Service management
15
20
Total Directorates General
40
47
Overall total
68
77
Support departments
P&O, secretariat and facility management
ICT
Directorates General
Number of
employees and
job titles
p. 47
p. 48
The Administrative Simplification
Agency (ASA) and Fedict work
in tandem to improve public
administration.
“Fedict and the ASA complement one another
perfectly. The way we see it, having good
e-government is an important tool in achieving
administrative simplification. Working together,
we help other public administrations to optimise
their services. To achieve this, Fedict dares to opt
for innovative IT solutions that enable ambitious
projects to be carried out effectively. As a result,
Fedict’s technical know-how makes it possible to
implement simple and efficient administration.”
Erwin De Pue
Director General
Administrative Simplification
Agency
p. 49
p. 50
Managing performance
and resources
Managing performance within Fedict
Performance management is designed to enable the
organisation to keep on improving its own operations
and activities.
n A dashboard for the support services (legal depart-
Once again in 2008, Fedict continued to invest in managing
performance. Running in parallel with the current Balanced
Scorecard, which enables Fedict to check the extent to which
its strategic and operating objectives are being achieved on
a monthly basis, work has begun on introducing operating
dashboards. A system for managing performance has been
developed for all levels of the organisation with a view to
improving the internal operation and provision of services at
Fedict on an ongoing basis.
Apart for its monitoring of strategy, Fedict also uses performance management as a tool to promote change within the
organisation. In this regard, performance management is
considered as the driving force for embedding a culture that
is focused on action at all levels of the organisation. Fedict
management ensures, through cycles of monthly reports,
that the system is not used as an evaluation tool, but first
and foremost as a way of defining corrective action at all
levels of the organisation.
There are three types of dashboard at Fedict:
n The programmes dashboard, which enables the various
programmes to be monitored from an operating point of
view. For each programme, the dashboard monitors the
relevance, budget, customer satisfaction, strategic alignment and diversification of the catalogue of services, as
well as the development of opportunities.
n A dashboard for each CP (PPSM, SASS and IBA), to
monitor the implementation and use of specific methodologies. In addition, hiring, skilling and staffing are also
monitored for each CP.
One of the KPIs (Key Performance Indicators) that is monitored
both operationally (dashboard for Support Services – Service
Desk) and strategically is the “development of complaints”.
The Service Desk is the “single point of contact” (SPOC) for
complaints and questions relating to Fedict services.
ment, MarCom, BMC, etc.), enabling support service activities to be monitored closely.
p. 51
Complaints in 2008
7
WWV APPLICATION
VPN ACCESS
6
In 2008, a total of 42 complaints were received, of
which 6 were not admissible (not addressed to anyone, lack of clarity or sent anonymously). On average, that corresponds to 3.5 complaints per month.
With regard to the nature of the complaints:
n 14 were about the IAM (Identity & Access
Management) programme,
n 9 were about eID (middleware),
n 13 were about other Fedict services (WCMS, PKI,
passing on e-mails, Digiflow, Police-on-web, etc.).
The number of complaints is handled at a strategic level, but
for monitoring the Service Desk, an eye is kept on several KPIs:
n total number of complaints;
n % of complaints that are admissible;
n average response time;
n % of complaints for which a response was provided within the agreed time;
n etc.
USER MANAGEMENT / IAM
5
REG. OFFICE
2
1
1
POLICE-ON-WEB
1
OUT OF SCOPE
4
5
1
1
1
3
FEDERAL PORTAL
2
1
1
2
FAS SAML
1
E-PAYMENT
2
1
1
IVI
1
0
E-MAIL RELAY
1
1
2
2
1
1
jan/08
feb/08
1
1
3
1
1
jul/08
aug/08
1
2
CS ADMIN
1
0
mar/08
apr/08
may/08
The graphic above shows the
monthly number of complaints per
department in 2008.
jun/08
sep/08
oct/08
EID
nov/08
dec/08
p. 52
Managing performance
and resources
Indicators relating to Budget & Management Control
Operating resources, including salaries (in thousands EUR)
2006
2007
2008
Number of appointments *
324
218
299
Salaries of statutory workers
Number of orders **
341
305
288
Salaries of contractual workers
Number of invoices
1,684
1,705
1,504
Reported incidents ***
1.5 %
1.7 %
1.5 %
Average payment term
36 days
36 days
37 days
3%
2,66 %
5,00 %
Payments > 50 days
*
Appointments are contracts with suppliers.
2006
2007
2008
1,874
2,494
2,256
410
418
380
6
11
11
10
4
4
Operations
464
561
604
Operations
41
38
44
Indemnities
6
34
34
521
637
686
Social service
Fees
Operations
** Orders are payment files (with different payments to be made).
ASBL/VZW E-gov operations
*** Incidents are comments made to the Budget and Management Control
ICT operations
department by third parties (such as the Audit Office). These are usually about
minor errors of formality.
Smals/e-Gov
350
100
120
156
2,878
3,900
3,913
ICA allocation
Investments
ICT investments
Total
100
50
70
20
110
255
198
5,949
7,905
8,070
p. 53
Budgets for projects completed (in thousands EUR)
Operating resources by department (in thousands EUR)
committed
859
User Management
601
Portal ➔ Portal Integration Framework (PIF)
257
10,299
2,263
1,406
End-customers
611
507
Authentic sources (BAOBAB, BCE, etc.)
281
343
12
eID
1,912
3,533
1,903
E-society
1,882
113
426
479
352
2,061
Service Management
2,277
73
539
Infosec Management
58
Infrastructure/Network
Internal operations (ALL)
Shared Services
912
349
1,828
total
1,378
investments
UME/FSB
2008
operations
2007
salaries
2006
personnel
Projects
Support Department
678
Chairman/secretariat/facilities
management services
26
2,212
440
73
2,725
Budget and Management Control
staff service
2
170
33
6
209
Staff service
Personnel and Organisation
1
85
17
3
105
ICT and logistics staff service
1
85
17
3
105
30
2,552
507
85
3,144
Total support departments
Directorates
Identity & Access Management
1,265
Application
2,063
Information management
6
510
102
17
629
Application Integration
3,697
Standards and system architecture
8
680
135
23
838
Programme and project management
13
1,106
220
37
1,363
Service management
20
1,701
338
57
2,096
Total directorates
47
3,997
795
134
4,926
Total
77
6,549
1,302
219
8,070
Data centre
12,737
Preparation
354
Other assignments
Total
1,229
355
14,140
18,189
27,563
p. 54
Conclusion
What direction will e-government take
in the future? And what role will Fedict
play in the years ahead? All that, of
course, is hard to predict. Nonetheless,
some of the lines in the picture for
the future have already been drawn.
A good number of the systems, applications and opportunities that we developed during 2008 and in the previous
years will only demonstrate the full effect of their usefulness as we head into the near future.
Fedict is well aware that it is not sufficient merely to create
good applications, but that they also have to be accessible
to users. We will continue to develop our service offering
and offer it proactively to our customers. Our aim is to position ourselves through our quality and wide range of services as a credible partner for e-government projects.
Supporting the federal basics for e-government remains a
crucial mission for Fedict, because virtually every application
is dependent on them. We will also encourage developers
to produce new eID applications. It is highly probable in the
future that many more services will be made available on
many more platforms, ranging from smartphone to television. However, that does not automatically solve the problem of the digital divide and this is an issue that will doubtless remain on the agenda in the years ahead.
Dependence on the infrastructure on which our services
and systems operate will increase as computerisation develops further. Which is why the introduction of the Fedict
data centre in May 2008 was a very important milestone.
Capacity, security and reliability of the infrastructure will remain a constant concern in the years to come.
Fedict will continue to take on these tasks – and many
others – with energy, enthusiasm and skill. Being a young
organisation, we are constantly looking for new challenges and developments. It is
therefore in a spirit of openness and with a great deal of
gusto and interest that we
await what the years ahead
hold for us.
p. 55
Colophon
Editorial: Cypres
Layout: Cypres
Final editing and coordination: Mila Druwe and Bert Stragier
Translation: Magali Gemenne
Photography: Dirk Leemans for Cypres
Thank you to everyone who contributed to this Fedict report.
Ce rapport est également disponible en français.
Dit rapport is ook beschikbaar in het Nederlands.
Fedict – Service Public Fédéral ICT
1/3 Rue Marie-Thérèse
1000 Brussels
Tel. +32 2 212 96 00
Fax +32 2 212 96 99
[email protected]
www.fedict.belgium.be
Publisher: Jan Deprest
Fedict | Maria-Theresiastraat 1/3 Rue Marie-Thérèse | 1000 Brussels | www.fedict.belgium.be

activitity report 2008 EN - Fedict

Transcription

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