OECD e-Government Studies OECD e-Government Studies: Belgium 2008: Edition 2008

Foreword
Table of Contents
Assessment and Proposals for Action
	Introduction
	Background
	E-Government challenges
	Assessment and proposals for action
		Proposals for action
		Proposal for action
		Proposals for action
		Proposals for action
		Proposals for action
		Proposals for action
	Notes
Chapter 1. Introduction
	Country profile
		Figure 1.1. Map of Belgium
		Box 1.1. Overview of Belgian socio-economic facts
	Public governance structure
		Key point
	Approaches to e-government
		Key points
		Municipalities and e-government
			Figure 1.2. Number of Belgian municipalities, by size of population (2007)
			Figure 1.3. Total distribution of population across Belgian municipalities (2007)
	Key drivers for e-government
		Key points
		E-Government and public sector reform
		E-Government and Information Society policy
	E-Government vision and strategies
		Key points
		Figure 1.4. Key objectives for implementing e-government
		Table 1.1. E-Government and public sector modernisation goals in recent policy documents
	Notes
Chapter 2. Challenges to E-Government
	Figure 2.1. Perceived ranking of key challenges to e-government implementation
	Legislative/regulatory challenges
		Key points
		Table 2.1. Major EU e-government directives and their incorporation into Belgian law
		Privacy and data protection
			Table 2.2. Privacy and trust in data/information transfer of Belgian citizens
		Legal framework for the eID card solution
			Box 2.1. Legal key success factors for the Crossroads Bank for Social Security
	Budgetary challenges
		Key points
		E-Government funding in Belgian governments
		Common budgetary challenges for e-government implementation and development
			Figure 2.2. Potential for cross-governmental funding of e-government
	Public sector infrastructure challenges
		Key points
		Table 2.3. Overview of infrastructure initiatives
	Digital divide challenges
		Key points
		ICT access - a comparative overview
			Figure 2.3. Comparison of access to computers, Internet and broadband by households (2007)
			Figure 2.4. Comparison of broadband penetration in OECD countries (2007)
			Figure 2.5. Comparison of access to communication devices by households (2007)
			Figure 2.6. Comparison of access to Internet and broadband by households across Belgian regions (2007)
			Figure 2.7. Comparison of access to a computer, Internet and broadband by businesses (2007)
		The digital divide in facts and figures
			Table 2.4. Internet use in Belgium
		Internet usage and sophistication of use
		ICT customer market analysis: availability and pricing
		ICT skills and competencies
			Figure 2.8. Correlation of Internet skills compared to General Internet Usage (2007)
			Figure 2.9. Uptake of computer training courses during the last three years (2007)
	Challenges to E-Government - Proposals for Action
	Notes
Chapter 3. E-Government Leadership
	Collaboration and co-ordination
		Key points
		E-Government co-operation agreements
		First intergovernmental co-operation agreement on e-government: 2001
		Second intergovernmental co-operation agreement on e-government: 2005
		Impact of the collaboration agreements to date
		Co-ordination mechanisms
			Figure 3.1. Belgian e-government organisation
	Informal leadership practices and political support
		Key points
	Approaches to e-government leadership
		Key points
		Leadership in the Federal Government
		Leadership at the regional and community levels
			Box 3.1. International examples of strong e-government leadership
	Inter-governmental co-ordination
		Key points
		Box 3.2. Best practice in Belgium: The Crossroads Bank for Social Security
	Co-ordination with municipalities
		Table 3.1. E-Government co-ordination in local governments
		Interaction and co-operation among municipalities
			Box 3.3. The Flemish-Brabant Extranet (Vlaams-Brabant Extranet - VERA)
			Box 3.4. The Flemish Association for ICT responsibles in local government (Vlaamse vereniging voor informatie - en communicatie - technologieverantwoordelijken in het locale bestuur - V-ICT-OR)
			Box 3.5. Cross-border/International learning experiences: Aalter
			Box 3.6. International examples of agreed inter-governmental e-government strategies
	E-Government Leadership - Proposals for Action
	Notes
Chapter 4. Implementation of E-Government
	Figure 4.1. Application of management toolkits for e-government project management
	Monitoring and evaluation frameworks
		Key points
		Monitoring and evaluation of e-government at the federal and sector levels
			Box 4.1. Balanced scorecard approach of Fedict
			Box 4.2. Monitoring ICT projects at the Ministry of Finance
			Box 4.3. Integrated assessment and monitoring of the Crossroads Bank for Social Security (CBSS)
			Box 4.3. Integrated assessment and monitoring of the Crossroads Bank for Social Security (CBSS) (cont.)
		Examples of monitoring and evaluation of e-government at the regional and community levels
		Monitoring and evaluation in local governments
			Box 4.4. International examples of monitoring and evaluation frameworks
	Service delivery mechanisms and contract management
		Key points
		Outsourcing
			Figure 4.2. Organisation of e-government development and implementation in the Flemish Region
			Box 4.5. Outsourcing in the Flemish Region
			Figure 4.3. Organisation of e-government development and implementation in the Brussels-Capital Region
			Box 4.6. International examples of arms-length e-government organisations
		Public-private partnerships for service delivery
			Figure 4.4. Use of public-private partnerships for e-government implementation
			Box 4.7. Public-private partnerships in the Brussels-Capital Region - IRISNet
			Box 4.8. International example of a public-private partnership
		E-Procurement
			Box 4.9. International example of e-procurement
	E-Government skills and competencies in the public sector
		Key points
		Availability of ICT skills and competencies
		Flexible employment: market-type mechanisms
			Box 4.10. Attracting e-government skills and competencies in the Brussels-Capital Region
			Box 4.11. International examples of resource sharing
	Implementation of E-Government - Proposals for Action
	Notes
Chapter 5. Collaboration Frameworks
	Common business processes
		Key points
		Figure 5.1. Challenges to collaboration on e-government projects and end-to-end solutions
		Box 5.1. The Belgium electronic ID card (eID)
		Box 5.2. International examples of e-government building blocks
	Data standards
		Key point
		Box 5.3. Organisation of registers in Belgium
		Box 5.4. International examples of standardisation
	Enterprise architecture
		Key point
		Box 5.5. The Belgian Interoperability Framework - BELGIF
	ICT Security
		Key points
	Interconnectivity
		Key points
		Box 5.6. The Federal Government’s network projects
		Box 5.7. The Flemish MAGDA platform
		The Flemish MAGDA platform: Workflow
		Box 5.8. International examples of sharing registers and databases
	Multi-channel strategies
		Key points
		Box 5.9. Belgian studies on multi-channel strategies for e-government
	Collaboration Frameworks - Proposals for Action
	Notes
Chapter 6. Outputs and Outcomes
	Impact assessment of e-government policy
		Key points
		Figure 6.1. Development of total availability of e-government services (2004-07)
		Figure 6.2. Comparison of supply and usage of e-government services by citizens (2007)
		Figure 6.3. Comparison of supply and usage of e-government services by businesses (2007)
		Figure 6.4. Comparison of usage and sophistication of e-government services for citizens (2007)
		Figure 6.5. Comparison of usage and sophistication of e-government services for businesses (2007)
		Box 6.1. International examples of improving international positioning
	User knowledge
		Key points
		Evidence of user demand
		Citizen satisfaction findings
			Table 6.1. Barriers for using e-government services
			Figure 6.6. Reasons of Internet users for not being interested in e-government services
			Table 6.2. Barriers to information search
			Figure 6.7. Interest in using e-government services
	Marketing and promotion of e-government services
		Key points
		Figure 6.8. Perceived challenges to the takeup of e-government services by Belgian officials
		Figure 6.9. Marketing strategies for e-services in all Belgian governments
		Perceived and communicated benefits of e-government services
			Figure 6.10. Perceived benefits of e-government services to users by federal officials
			Figure 6.11. Perceived benefits of e-government services to users by Flemish officials
			Figure 6.12. Comparison of Supply and Usage of e-government Services by Citizens (2007)
			Figure 6.13. Perceived benefits of e-government services to users by Brussels officials
	E-Democracy and participatory government in Belgium
		Key points
		Participatory government
			Figure 6.14. Potential for participative e-government services and development of services
		ICT use by politicians
	Outputs and Outcomes - Proposals for Action
	Notes
Case study 1. National Digital Inclusion Framework in Belgium
	Impacts of digital inclusion policies
		Critical success factors: Successful activity at the national level, with stimulation from the European and international arenas
		Critical success factors: Use of bottom-up initiatives
		Critical success factors: Clear framework
		Lessons learned:
			Table CS1.1. Selected digital inclusion policies according to policy priorities: awareness, training and access
			Table CS1.2. Actions of the national action plan against the digital divide by policy priority: awareness, training and access
	Notes
Case study 2.The Crossroads Bank for Social Security
	The Crossroads Bank for Social Security (CBSS)
		Box CS2.1. The Crossroads Bank for Social Security in figures
		The Reference Register
		The Belgian Social Security Portal
		CBSS workflow
			Figure CS2.1. Example CBSS workflow
	Impacts of the CBSS
		Critical success factors: Legal framework
		Critical success factors: Privacy and security
		Critical success factors: Budgetary framework
		Critical success factors: Integrated assessment and monitoring
	Future directions
		The impact of the eID card
	Lessons learned
	Notes
Case study 3.Administrative Burden Reduction in the Governments of Belgium
	Federal Government
	The Flemish Region
	The Walloon Region
	The Brussels-Capital Region
	Impacts of administrative burden reduction
		Critical success factors: Interaction between different levels of government
		Critical success factors: Clear measurement techniques
		Critical success factors: Clear identification of issue areas
	Lessons learned
	Notes
Case study 4. Electronic Identify Card
	Context
	Actors
	Drivers and challenges
	Services
	International comparisons
	Austria
	Estonia
	The lessons learned and the future
	Notes
Annex A. Belgian E-government Indicators
Annex B. Belgium’s Political and Administrative System
	Box B.1. Overview of Belgian state reforms
	Table B.1. Belgium and its regions in 2004
	Table B.2. Public governance in the Belgium
	Table B.2. Public governance in the Belgium (cont.)
	Notes
Annex C. Methodology
	Table C.1. Governmental institutions, ministers and state secretaries at the federal, regional and community levels
	Table C.2. Responses to the OECD Survey
Annex D. 
Glossary
Selected Bibliography