30 November - 6 December 2000

Providing social services on-line

The Ministry of Social Policy is working on a pilot project that will extensively make use of technology and, in turn, increase efficiency. Alan Camilleri, PR coordinator at the Ministry, spoke to David Kelleher about the ministry’s e-plans

The use of modern technology and the increased access to the Internet has made governments even more aware of the possibility to increase efficiency and improve its services. Most countries have already adopted a policy to introduce e-government, ie. bringing all government departments and services on-line.
Malta is no exception and the government has been working to introduce such a concept in the public service. The development of an e-government infrastructure is not easy and there are various issues that have to be solved beforehand. Two of the main concerns are the upgrading of the present infrastructure and the need to ensure user privacy and government security. Although these two issues are at present holding back the government’s projects, various plans are in the pipeline to address these problems.
“Unless the infrastructure is upgraded and security measures are 100 per cent effective, there can never be any e-government. However, things are moving at a fast pace and there is no doubt that e-government will take shape over the coming months,” Mr Alan Camilleri, PR coordinator at the Ministry of Social Policy, told The Malta Business Weekly.
The Ministry of Justice and Local Councils has already ventured into the e-gov scenario and only recently enabled Internet users to access the Laws of Malta on-line.
Now, the Ministry of Social Policy is going one step further by introducing a system that is aimed at not only informing the public about the ministry’s services but also allowing people to apply online as well as facilitating and improving the staff’s work.
“We carried out a number of studies and were surprised to find out that many people have no idea what services they are entitled to. Very few, for example, know that when they get married they receive a one-off marriage grant,” Mr Camilleri explained.
“Thus the first step is to provide as much information as possible to the public. At present our website
at www.msp.magnet.mt may seem static yet there is a wealth of information about the various services the ministry provides,” he said.
Mr Camilleri said that the project being undertaken by the Ministry will provide its clients with a one-stop shop type of service.
“At present if an elderly person wants to apply for a particular service he or she has to fill in a specific form. What we want to achieve is a complete service whereby the client fills in a standard form. If the client is applying for sick benefits, when the application is processed the assessor will be able to suggest to the client other services that he/she is entitled to. Each applicant will be assessed over a range of services,” Mr Camilleri told The Malta Business Weekly.
The first part of the Ministry’s project is expected to be online within the next three to four weeks. Testing of the new system is currently underway and this front end solution is being developed to consolidate back end operations.
A fully-operational system will be completed over the next 12 months however it could take even less if the necessary security measures are in place and the infrastructure is upgraded. Then clients will be able to apply for services or request statements via the Internet.
“Security, more than anything else, is our main concern. The Ministry’s site will serve as a pilot site for the whole e-government project,” Mr Camilleri said.
The Social Policy Ministry is giving so much importance to this project that it will be engaging an e-strategist to help further development of the system.
“This is the first time than an e-strategist is being employed to help develop such a system. We will also have a Customer Relationship Manager who will be responsible for client/ministry relations,” Mr Camilleri said.
What about those who do are not technologically minded: how will the new system be of benefit to them?
“Those who are unable to access the Internet or are not technologically-minded can make use of information kiosks at local council offices. We have three area offices that are fully computerised with email facilities so they will be able to provide the information requested within a short time-frame. Those in the ‘vulnerable’ pockets usually refer to either a parish priest or friends. In this case, the website will help these people to serve others,” Mr Camilleri said.
Such changes will also result in new work practices and the need for employees to be trained.
“It is impossible for employees to know about all the services. Those delivering the service are better enabled to provide the information. Therefore they have to become focal points in the system,” Mr Camilleri said.
The Ministry wants to provide a greater role to Area Offices, yet the whole idea is to consolidate all the services offered – from front office to back office operations.
“We are actively pursuing the setting up of a call centre – the Ministry for Social Policy Call Centre. This centre will be a three-digit entry point to government. The website will be used as a business tool. The call centre will use the website to give information. When a client phones, the operator will try to give help. If not, a call is made to a person in the department who is responsible for that particular service. We intend to clear all queries within 24 hours,” Mr Camilleri said.
Plans are at an advanced stage and part of the call centre is expected to be up and running by January.
“Everything is there. We just need the infrastructure and the necessary security measures – to protect ourselves and the clients – to fully operate as an e-government ministry,” Mr Camilleri said. “Through the Internet we want to give a service; a good quality service... not a lousy one,” he added.