Altinn for the public sector. The egovernment toolbox

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1 Altinn for the public sector The egovernment toolbox 1

2 The Altinn portal is the Norwegian authorities joint solution for reporting and dialogue with business and industry. Altinn has not only made Norwegian business and industry more efficient, but also made an important contribution to the modernisation of the public sector. The development in Altinn services, technical solutions and collaborating agencies has been impressive since Altinn started up five years ago. Altinn has completely changed the way in which enterprises accomplish their reporting to the public authorities. Four out of five enterprises now submit their forms electronically via Altinn. Ninety per cent of the most common business forms are completed electronically, even when well-known paperbased alternatives are available. The next step is to secure better collaboration across agency and enterprise boundaries by exploiting the technological possibilities for efficiency and improvement of work processes and for exchange of information. In its work with Altinn, Norway s public administration has broken new ground in a manner that has attracted international attention. I am very pleased to be able to present the various aspects of our activities and the services that we offer to the public sector in Norway. October 2009 Erik Fossum Director General The Brønnøysund Register Centre 3

3 From simplifying forms to world-class egovernment Altinn started in 2003, as a collaboration on reporting between three government agencies. Five years later, the Altinn collaboration spans 23 agencies and municipalities, 400,000 enterprises have switched from paper to electronic submission of public forms through Altinn, and Altinn is continually expanding to comprise new, user-friendly services. We are now turning our attention to look at collaboration between the various agencies, with joint reporting and feedback adapted to the enterprises business processes, cutting across formal organisational boundaries between government agencies and administrative levels. Altinn is already a model for electronic administration in many other countries and an important export item for international collaboration. Coordinated log-in by means of widespread authentication solutions Interacts with approximately 60 professional software systems for business and industry. Prefilling based on central registers and the agencies own data sources. Message mailbox for providing feedback to users about case processing, results etc. Storage solution for the user s own submissions and messages Continuous development of procedures, functionality and technology 5

4 Single point of contact for business and industry More than a centre for filling in forms, Altinn aims to be the natural meeting place for all contact between the users and the public administration. This is completely in line with the Norwegian Government s action plans and the European Union s expectation that business and industry should have a single point of contact with public bodies. Information about public regulations and support schemes for business and i ndustry will be collected in Altinn and made available to all without the need to log in, with links to legal provisions, to more detailed information on each individual agency s website and to relevant forms and other services offered by Altinn. Together with a searchable list of all public forms, whether they are available from Altinn, from municipal web portals or the websites of individual agencies, this will form the natural starting point for all business and industry s communication with public bodies. Since the information service SpørOSS (ASK us), was included in Altinn in 2007, enterprises download 4,000 answers to frequently asked questions about the regulations every day. Other joint websites with business rules and support schemes will be wound up and resurrected in Altinn after textual coordination and standardisation of information and link structures All information will be presented by subject and quality-assured by the agency responsible for the administration of the rules in question. Altinn s forms catalogue describes and has links to approximately 700 different public forms. Information and related form descriptions are presented together based on keyword and topic searches. 7

5 Getting started with Altinn For all government agencies, collaboration with Altinn starts with an information meeting. Strategic and practical consequences are reviewed together with the division of labour, resource requirements and any other issues that they might want to discuss. The next step is that Altinn holds a workshop for all relevant personnel, in which we review a service work process. Before the first service is produced, the agency will sign a collaboration agreement with Altinn. It describes Altinn s management system and regulates the service level between the agency and Altinn. Through its participation in the Altinn collaboration, the agency will be able to influence the further development of the website as well as of the standard functionality for forms and services. Training programme for new agencies and new service designers Access to tools for the development and maintenance of the agency s own forms and services Uniform form design based on the ELMER 2 public administration standard Predictable costs of participation based on expected effects Support from Altinn s expertise in integration of own and external systems 9

6 Service types in Altinn Submission service The most common Altinn service, so far. Forms that have been developed and presented in Altinn can be completed, signed and submitted on the web portal, after log-in, or through professional software systems (e.g. accounting software). Partially completed and submitted forms can be stored in the user s area in Altinn. Return data will be sent to the inquiring agency. In the course of 2010, it will also be possible to facilitate the distribution of various parts of the data from one form to various other agencies. Message service Public enterprises send information/ messages to registered users mailboxes in Altinn. The application supports HTML messages and attachments. The user can be notified by or SMS that information has been made available for review or processing. The service owner will be provided with information about which sent messages have been opened and can, if necessary, request the user to confirm receipt by a certain deadline. Access service The agency can make information from its own registers (for example, case-processing solutions or electronic case archives/ case files) available to individual users or their representatives. Different form fillers can be involved in completing, signing and submitting a form, and they can notify each other of tasks that await their input. The form owner can add the prepared form to the individual user s work list and notify of deadlines etc. A single submission can consist of one form or a set of forms with interdependent data. Messages can be stored in the end user s area in Altinn for a defined period or deleted by the user as applicable. In the course of 2010, we aim to make it possible for the receiver to forward messages to others through Altinn or via . In the course of 2010, users will be able to forward information to which they have access. They will also be able to retrieve signed versions of documents if this is facilitated by the service owner. Links service Log-in via Altinn to access forms and services on other websites. The user can access this service from the agency website as well as from Altinn, but will in any case be directed to Altinn for authentication and, if necessary, for authorisation. Transmission service Uses Altinn as an agency for the exchange of information between different public agencies or between private enterprises and a public agency when large volumes of data are to be transferred between computers. For this service, there will be no presentation on the web portal. Collaboration service (in the course of 2010) Several services will be linked together in a comprehensive process involving one or more users and one or more public agencies. The process can take place over a period of time, and the various agencies involved can carry out their part of the process one or more times. Feedback to the user can be provided via Altinn s message service. The various external websites for individual services may have varying degrees of integration with Altinn. The information will be retrieved from the agencies case-processing solutions/registers and distributed to one or more public or private recipients through Altinn. In the course of 2010, we aim to enable the distribution of information sent via Altinn to be sent to multiple public agencies. As far as possible, the service will be adapted to the user s particular situation. A collaboration service will have one responsible service owner for the entire process, but enable the inclusion of formal communication with many public agencies that have independent responsibility for their respective parts of the process. 11

7 Available 24/7, secure and efficient Altinn can boast of an uptime corresponding to that of the most critical IT systems used in public administration. A robust operating environment ensures stability and good performance for the users, even for very large delivery volumes. The solution guarantees the users an uptime of 99.8 %, round the clock, seven days a week. Good performance is ensured through a structured framework for quality assurance of deliveries, operation and support in the IT area (ITIL). There is great emphasis on information security. Administration of the collaboration agreement with each individual service owner, and of service provision agreements on behalf of the individual service owner. Emergency response duty (24/7) for handling critical and serious incidents outside normal business hours. Established routines and procedures for handling incidents and changes on behalf of the service owners. Specific routines for handling security incidents Established test regimes for performance tests and service tests. Operative test environments using fictional test data Protection against attacks and secure data storage Guidance during the service-development process. 13

8 Professional answering service on behalf of all Altinn agencies As Altinn s first line organisation, the Altinn user service answers all questions about how to log in, how to find the right service, understanding joint functionality and provide technical guidance for form completion, submission, signing and much more. The Altinn User Service is based on the long-standing experience of the Brønnøysund Register Centre in computer-assisted planning of staff requirements in connection with the agency s own deadlines for the submission of forms. Questions relating to the completion of individual forms or matters concerning individual services will be forwarded to the relevant agency s user support centre on the basis of clear agreements with each individual agency. 125,000 queries by phone or in Registration and tracing of all queries Available from 8.00 to 17:00 on weekdays. Extended opening hours can be ordered in connection with deadlines and special events/incidents More than 40 operators have been trained to answer queries on behalf of Altinn Thorough and systematic training with a mentor scheme for operators. Written and oral tests must be completed and passed. Regular update hour every other week Short waiting time and skilled guidance according to user tests 15

9 Extracting public benefits from collaboration tools The individual service owner in the Altinn collaboration is responsible for the realisation of his own gains from egovernment activities, to the extent that development costs and gains can be linked to one and the same service owner. Altinn benefits Realisation provides expert help to the public agencies, in order to optimise the benefits to public administration and the simplification obtained by business and industry. Altinn Benefits Realisation will be a promoter of user-centered collaboration processes in public administration, where Altinn can be or could be developed into the central collaboration arena. Consider opportunities for collaboration and coordinate cross-agency processes Initiate cost-benefit analyses and assist in assessing the potential for simplification for the administration and the users Market the opportunities offered by the Altinn solution and support the start-up process for new service owners Undertake active follow-up of specific collaboration initiatives Listen to the wishes of users and agencies and convey requirements for development to Altinn s development team 17

10 We ll meet up in Altinn Our member surveys show that enterprises want to find all forms and all regulatory information in one place. Altinn improves relations between public administration and private enterprises and makes it easier for both parties to secure the data basis required for public administration. The Confederation of Norwegian Enterprise (NHO) expects Altinn to be developed as a hub for business and industry s communication with public bodies in years to come. Inger Aarvig, Director of Innovation, Confederation of Norwegian Enterprise In a short period of time, Altinn has managed to create surprisingly high job satisfaction in our line of business. A major survey has concluded that our member firms are more satisfied with Altinn than they are with their own payroll and accounting systems. Altinn has instilled trust and is quite clearly experienced as conducive to greater efficiency. Knut Høylie, head of tax affairs, Norwegian Association of Authorised Accountants Altinn is a flexible, labour-saving and useful tool for the accounting sector and Norwegian business and industry. Our members have witnessed its development from the very beginning and have been involved in influencing the solution on several points. We seek to make Altinn the point of contact for all public agencies. Tone Kjønniksen, head of the Norwegian Finance Association For the Norwegian Association of Small and Medium-sized Enterprises, it is an unconditional requirement that businesspersons should not have to report the same information more than once and that the public authorities enable the simplest possible mode of reporting. Altinn is the key to securing simplified and more coordinated reporting.. We look forward to the further development of Altinn, which will facilitate better internal communication within public bodies, and which will include the entire public sector at the national and municipal level. Marit Graff Hagen, in charge of business and industry policy and information at the Norwegian Association of Small and Medium-sized Enterprises Altinn is a good example of a tool that has already helped to simplify reporting, and will be further developed as a useful tool for dialogue between business and public administration. Feedback received from members about its uses /benefits has been wholeheartedly positive. Tom Larsen, manager tax, The Norwegian Institute of Public Accountants 19

11 The Brønnøysund Register Centre The Department for National e-administration and Infrastructure 8910 Brønnøysund Telephone: (+47) Fax: (+47) Enterprise number: NO Photo: istockphoto.com. Page 18: John Lund/Getty Images Design: Miksmaster

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