mon.service-public.fr

Transcription

1 mon.service-public.fr Global Forum on Governance, OCDE october 2007 Rio de Janeiro Elise Debiès Directorate General for the modernization of the State, France 1

2 mon.service-public.fr >> our approach 2

3 Building a system which: Offers user-friendly browsing of government services Enables everyone, with a single click, to display a summary of his or her relations with the general government Simplifies and encourages the use of online services While: Improving the visibility of teleservices Encouraging the use of electronic documents Providing government departments with the infrastructures needed to optimise user relations Making the most of existing resources the new system is for use and must therefore build on the existing resources at Service-Public.fr 3

4 4 Using the results of experiments

5 Context of experimentation 5 partners (including two for the federation of identities): ANPE, CAF (the national organisation and the CAF unit in Valence), Documentation Française, Ministry of National Education, Ministry of Justice 418 testers (in two waves) recruited by the partners and through the web for the period from 4 May to 12 July 2006 An assistance service telephone, The proposed portal had already been tested internally (pre-pilot: 40 internal testers at the DGME) A qualitative study 30 telephone interviews with testers 2 focus groups Valence and Paris a quantitative study A self-administered questionnaire available via a hyperlink sent by 193 respondents/418 participants, i.e. 46% of the testers. An online forum 5

6 6 Pilot home page

7 Strengths A high degree of satisfaction with the proposed services 50% 33% 17% Online procedures Information Other Definite interest for the proposed services, and a keen interest for some, such as: The federation of identities, which was understood, considered useful and easy to use by 76% of all users A portal which is easy to use Simple Complicated 80% 20% A portal whose perceived level of security is satisfactory and whose users tend to feel secure Limited concern about the storage of personal data 74% of all users feel in control of the use which may be made of their personal data 7

8 Weaknesses The overall purpose of the service is relatively difficult to determine The usefulness of the system depends mostly on the number of partners linked to the system The utilisation frequency is relatively low: 2/3rd of all testers connected fewer than 5 times during the test period There is a gap between the perceived security and the actual security of the system. The identifier and the password are easy to use and most users are not even aware that some authentication methods are safer than others (dynamic password by SMS, certificate on chip card, etc.) The partner-based approach requires considerable effort 8

9 Functionalities and utilisation rate 80% Rights and procedures 85% Search 68% News 78% Online procedures 62% Managing your account 35% Contact 30% Document holder 9

10 Which advice would you give to improve the site? 82% of all users want to be able to communicate more rationally with the government (dedicated service), provided all government services use the same system and exchanges are legally valid Create complete and consistent service packages Make as many services as possible compatible with the federation of identities and showing the progress of procedures Make it possible to store and reuse electronic documents with probative value. This is a widely expressed wish. However, few procedures are able to issue or receive legally enforceable documents. 10

11 Verbatim A series of functionalities which simpliy life, such as a safe deposit box for personal data. A portal which facilitates access to and use of teleservices Too much security kills security! The purpose is not explained anywhere and is not clear. A pity that these are the only services. Let's add services to turn it into a practical tool. It seems a technical prototype rather than a functional pilot 11

12 12 Using the results of experiments

13 Using the results of experiments Improving the positioning, services, contents, technologies, ergonomics and security 13

14 Using the results of experiments Improving the positioning, services, contents, technologies, ergonomics and security Testing again and again! 14

15 Providing access to disabled/disadvantaged persons 15

16 16 Analysing the colourimetric accessibility of the web site

17 17 The home page as viewed by a dicromatic user (this one only sees blues and greens)

18 mon.service-public.fr >> key results 18

19 General principles (1/5) Personalised front office page for SP.fr Accessible from Service- Public.fr Extension of SP.fr for personalised access with tools for procedures 19

20 General principles (2/5) Personalised front office page for SP.fr Coherent access to government procedures Geographical personalisation Theme-based channels enriched with the services of our partners 20

21 General principles (3/5) Personalised front office page for SP.fr Moyen d authentification : identifiant / mdp Moyen d authentification : identifiant / mdp Identifiant : jean.dupont Identifiant : jean.dupont Coherent access to government procedures Moyen d authentification : identifiant / mdp Moyen d authentification : identifiant / mdp Numéro assuré : Numéro assuré : Unique authentication Single Sign On Management of several security levels Federation of identities Authentication method at the user's choice (identifier, password via SMS, certificates) Moyens d authentification: identifiant / mdp Moyens d authentification: identifiant / mdp ou certificat ou certificat ou mot de passe dynamique (SMS) ou mot de passe dynamique (SMS) Moyen d authentification : identifiant / mdp Moyen d authentification : identifiant / mdp Identifiant : BBO Identifiant : BBO Moyen d authentification : certificat Moyen d authentification : certificat Numéro de certificat : 71:87:66:04:19:E9:C8 Numéro de certificat : 71:87:66:04:19:E9:C8 Moyen d authentification : identifiant / mdp Moyen d authentification : identifiant / mdp Numéro assuré : Numéro assuré : Moyen d authentification : identifiant / mdp Moyen d authentification : identifiant / mdp Numéro allocataire : Numéro allocataire :

22 General principles (4/5) Personalised front office page for SP.fr Coherent access to government procedures Unique authentication Score board Follow-up of procedures Unified service via MSP Personalised information 22

23 General principles (5/5) Personalised front office page for SP.fr Coherent access to government procedures Unique authentication Score board Safe deposit box Storage and use of personal data Electronic supporting documents for use in procedures jdupont ********** DUPONT Jean Bâtiment Voltaire Escalier B 4è étage Magny les Hameaux

24 mon.service-public.fr >> how far have we come? DGME October

25 The project approach 2004 May - July 2006 Q Q and after PSAE Experimentation MSP pilot Construction of MSP system Tests et integration Launch and gradual implementation Basic principles of MSP Validation of technical feasibility and verification of concepts. Tested by 500 users Shared vision of the system Infrastructure, portal, data section Acceptance of the system, implementation of secure hosting, interconnection of the first partners Effective and secure user service General public A project in a series of phases: Initial analysis followed by identification of functional and technical principles Expression of needs shared with all government players A pilot to allow users to test the chosen principles. During this pilot, users expressed interest in the available services and keen interest in some of them (unique identity, unified communication, etc.) Gradual development in order to build a complete product (portal, management of identities, safe deposit box for personal data) with the corresponding service packages 25

26 Télédoc , allée de Bercy Paris Cedex 12 Téléphone : benoit.boute@dgme.finances.gouv.fr mon.service-public.fr for further information BENOÎT BOUTE Chargé de Mission Département Procédures et Services Service du Développement de l Administration Electronique DIRECTION GENERALE DE LA MODERNISATION DE L ETAT DGME October