Design of a single window system for e-government services: the chilean case

Alejandro Cataldo; Juan-Carlos Ferrer; Pablo A. Rey; Antoine Sauré

doi:10.3934/jimo.2017060

Article Contents

2018, Volume 14, Issue 2: 561-582. Doi: 10.3934/jimo.2017060

This issue Previous Article Sparse markowitz portfolio selection by using stochastic linear complementarity approach Next Article LP approach to exponential stabilization of singular linear positive time-delay systems via memory state feedback

Design of a single window system for e-government services: the chilean case

1.
School of Engineering, Pontificia Universidad Católica de Chile, Av. Vicuña Mackenna 4860, Santiago, Chile
2.
Department of Industrial Engineering, Universidad de Chile, Av. República 701, Santiago, Chile
3.
Telfer School of Management, University of Ottawa, 55 Laurier Ave E, Ottawa, ON K1N 6N5, Canada

Received: March 2016

Revised: November 2016

Early access: June 2017

Published: April 2018

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Abstract

The single window concept refers to systems that allow organizations to provide one-stop services to users. This paper describes a model for the design of a single window system in the context of e-government. The model determines which government service procedures should be incorporated into the system, which technology should be used to execute each procedure and the time in the planning horizon at which technology upgrades and incorporation processes should take place, while maximizing the total social benefit associated with these decisions. The proposed model, a mixed integer linear program, is applied to the particular problem faced by the government of Chile a few years ago. The solution generated by the model for this instance is compared to that obtained through the Chilean government's own method for prioritizing the inclusion of procedures into its single window system. When the proposed model was limited to choosing 60 procedures, the number chosen by the Chilean government's method, the solution produced 1.6 times more benefits. With the limit on the number of procedures removed but considering a budget constraint, the model chose 111 procedures that generated 1.85 times more social benefits than those procedures chosen using the government's method.

Keywords:

Mathematics Subject Classification: Primary: 90B99, 90B90; Secondary: 90C35.

Citation:

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Figure 1. Evolution of a procedure's execution technology over time

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Figure 2. Example of execution relations among procedures

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Figure 3. Execution relation network showing prerequisite procedures for procedure T206

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Figure 4. Execution relation network showing prerequisite procedures for procedure T1059

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Table 1. Attributes contained in the SEGPRES database for each procedure

Attribute	Description
Name	Name of the procedure.
Institution	Name of the government institution administering the procedure.
Description	Brief description of the procedure.
Demand	Estimate of the number of annual requests for the procedure by type of execution technology and incorporation status in the single window system (i.e., whether or not it belongs to the system).
Technology level	Information on the procedure's current execution technology.
Technology upgrade	Information on the time required for a technology upgrade.
Prerequisites	List of direct prerequisite procedures.
Successors	List of procedures for which the procedure is a prerequisite (i.e., list of direct successors).
Classification	Specifies the type of procedure (i.e, leaf, root, intermediate or independent).
Related procedures	List of all directly related procedures (prerequisites plus successors).
Technology impediments	Information on the impediments to the execution of the procedure by a given technology and the estimated time required to overcome the impediments.

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Table 2. Procedures chosen for incorporation into the single window system by MPT

N	Code	Procedure
1	T14	Application for assistance under agreement with National Fund for the Disabled.
2	T29	Application for severance pay.
3	T235	Application for water rights.
4	T249	Application for firearm registration.
5	T289	Application for military service status certificate.
8	T354	Application for FONASA national health card (first time or renewal).
7	T365	Expungement of criminal record.
8	T497	Application for change of ground use.
9	T553	Application for record of border crossings (entries and exits).
10	T589	Request for authorization to lease a fish-farming concession to a third party.
11	T591	Request for authorization to transfer a fish-farming concession to a third party a.
12	T598	Application for modification of a fish-farming concession.
13	T615	Application for expansion of extractive fishing activities.
14	T616	Application for extension of extractive fishing activities expiry date.
15	T618	Request for fish-farming authorization or later modifications.
16	T622	Request for authorization to continue extractive fishing activities
17	T623	Authorization to commence extractive fishing activities.
18	T624	Authorization to commence hydrobiological resources processing activities.
19	T755	Legalization of documents issued in Chile or abroad.
20	T759	Request for criminal record.
21	T782	Primary medical attention, women's health program.
22	T885	Abandoned residence report.
23	T886	Renouncement of housing subsidy, unblocking of savings accounts.
24	T899	Registration update or modification.
25	T900	Transfer of land title by inheritance.
26	T911	Application for housing subsidy extension.
27	T921	Application for transfer basic housing program registration.
28	T922	Application for tourist visa extension.
29	T931	Application for permanent residence by student visa holder.
30	T932	Application for permanent residence by employment contract visa holder.
31	T933	Application for permanent residence by temporary resident visa holder.
32	T1044	Declaration of initiation of economic activities and/or national identity number registration for natural persons (Chileans or foreigners).
33	T1064	National identify card application for Chileans.
34	T1071	Passport application for Chileans.
35	T1073	Request for registration of family dependents.
36	T1075	Marriage license application.
37	T1076	Motor vehicle registration application.
38	T1078	Motor vehicle registration transfer.
39	T1088	Application for temporary import of goods.
40	T1089	Application for temporary import of goods for processing.
41	T1091	Private customs warehouse declaration.
42	T1232	Request for certification as a private non-profit organization.
43	T1237	Request for certification of fish products exports.
44	T1239	Permit for exporting bivalve mollusks to the EU
45	T1240	Permit for exporting bivalve mollusks to the U.S.
46	T1252	Application to commence extractive fishing and report a change of vessel.
47	T1256	Application for fish-farming concession.
48	T1262	Request for registration as small-scale fisher.
49	T1274	Application for radio broadcasting license.
50	T1312	Registration of private pension fund management company.
51	T1314	Application for retirement, old-age, invalidity or survivor's pension benefits.
52	T1320	Personal credit information certificate.
53	T1336	Application for temporary/permanent gas transport and distribution permit.
54	T1345	Appeal of medical certificate refusal for non-compliance with conditions.
55	T1347	Appeal of family allowance refusal.
56	T1348	Appeal of refusal of a public service.
57	T1349	Appeal of refusal of pension or other benefits.
58	T1369	Application for family register passbook.
59	T1382	Registration of credit rating agencies.
60	T1404	Value-added tax rebate for duty-free zone sales.

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Table 3. Procedures chosen for incorporation into the single window system by the proposed model

Code	Procedure
T95	Registration of business in Business Register
T96	Registration of land title
T98	Consultation of Business Register
T152	Application for subsidy to purchase indigenous land
T197	Certificate of registration in Business Register
T206	Application for police and prison guard retirement pension
T209	Application for family allowance for police pensioners
T255	Registration as an importer, exporter, trader, repairer or regular user of firearms).
T289	Application for military service status certificate
T354	Application for FONASA national health system card (first registration or renewal
T361	Application for daycare centre
T474	School health program registration
T510	Application for child survivor's pension (Chilean Army)
T511	Application for widow's pension (Chilean Army)
T549	Application for child survivor's pension (Chilean Air Force)
T550	Application for widow's pension (Chilean Air Force)
T599	Application for child survivor's pension (Chilean Navy)
T600	Application for widow's pension (Chilean Navy)
T617	Approval of original fish-farming proposal or modifications
T713	Proof of current registration as a non-profit foundation or corporation
T715	Incorporation of churches and religious organization
T744	Permit for minor child to travel abroad
T747	Legalization of education certificates and degrees
T757	Legalization of photocopies for use abroad
T769	Official translations
T770	Tourist visa
T771	Temporary resident visa
T772	Employment contract visa
T782	Primary medical attention, women's health program
T931	Application for permanent residence by student visa holder
T932	Application for permanent residence by employment contract visa holder
T933	Application for permanent residence by temporary resident visa holder
T934	Application for student visa
T935	Application for temporary resident visa
T937	Application for employment contract visa
T1026	Certifications
T1029	Online sworn statement or correction
T1030	Online value-added tax return or correction
T1031	Online tax return or correction
T1050	Password for online access to Internal Taxation Service
T1055	Application for criminal record
T1057	Stamping of documents
T1059	Registration of death
T1060	Registration of birth
T1064	Application for Chilean identity card
T1066	Application for death certificate
T1067	Application for civil marriage certificate
T1068	Application for birth certificate
T1069	Application for family book
T1071	Application for passport
T1073	Request for registration of family dependents
T1075	Application for marriage license
T1076	Application for motor vehicle registration
T1085	Application for release of body by Coroner
T1091	Private customs warehouse declaration
T1098	Import of merchandise
T1237	Request for certification of fish products exports
T1251	Submission of statistical data
T1254	Application for fish-farming authorization
T1267	Certification of origin of fish catch and related products

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Table 4. Results for the PRYME problem

	Year 1	Year 2	Year 3	Year 4	Year 5	Year 6	Total
Implementation in process	7	25	36	15	28	0	111
Implemented	0	7	25	36	15	28	111
Technology 1	0	0	0	0	0	0	0
Technology 2	0	0	0	0	0	0	0
Technology 3	0	23	0	11	16	0	50
Technology 4	0	0	0	0	0	1	1
Technology 5	0	0	29	21	14	19	83
Technology 6	0	0	0	0	0	5	5
Technology 7	0	0	0	0	0	0	0

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Table 5. Procedures chosen by the model in the Legal Status area

Government entity	(Code) Name of procedure
National Mobilization Directorate	- (T289) Application for military service status certificate.
Ministry of Justice	- (T713) Proof of current registration as a non-profit foun-
	-dation or corporation.
	- (T715) Incorporation of churches and religious organiza-
	tion.
Ministry of External	- (T757) Legalization of photocopies for use abroad.
Relations	- (T769) Official translations.
	- (T770) Tourist visa.
	- (T771) Temporary resident visa.
	- (T772) Employment contract visa.
Ministry of the Interior	- (T931) Application for permanent residence by student
	visa holder.
	- (T932) Application for permanent residence by employ-
	ment contract visa holder.
	- (T933) Application for permanent residence by tempo-
	rary resident visa holder.
	- (T934) Application for student visa.
	- (T935) Application for temporary resident visa.
	- (T937) Application for employment contract visa.
Civil Register and Identification Service	- (T1064) Application for Chilean identity card.

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Table 6. Evolution of the execution technology and year of incorporation for Legal Status procedures

Code	Year
Code	1	2	3	4	5	6	S.V.U.
T289	Tecn. 0	Tecn. 2	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T713	Tecn. 0	Tecn. 0	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T715	Tecn. 0	Tecn. 0	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T757	Tecn. 0	Tecn. 0	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T769	Tecn. 0	Tecn. 0	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T770	Tecn. 0	Tecn. 0	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T771	Tecn. 0	Tecn. 0	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T772	Tecn. 0	Tecn. 0	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T931	Tecn. 0	Tecn. 2	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T932	Tecn. 0	Tecn. 2	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 6	3
T933	Tecn. 0	Tecn. 2	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 7	3
T934	Tecn. 2	Tecn. 2	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 5	3
T935	Tecn. 2	Tecn. 2	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T937	Tecn. 2	Tecn. 2	Tecn. 5	Tecn. 5	Tecn. 5	Tecn. 6	3
T932	Tecn. 0	Tecn. 2	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 7	3
T1064	Tecn. 0	Tecn. 3	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3

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Table 7. Procedures chosen by the model in the Work area

Government entity	(Code) Name of procedure
Police Social Benefits	- (T206) Application for police and prison guard retirement pension.
Directorate (DIPRECA)	- (T209) Application for family allowance for police pen-sioners.
Internal Taxation Service	- (T1050) Password for online access to Internal Taxation Service.
Civil Register and Identification Service	- (T1073) Request for registration of family dependents.

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Table 8. Evolution of the execution technology and year of incorporation for Work procedures

Code	Year
Code	1	2	3	4	5	6	S.V.U.
T206	Tecn. 0	Tecn. 3	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	3
T209	Tecn. 0	Tecn. 2	Tecn. 4	Tecn. 5	Tecn. 5	Tecn. 5	3
T1050	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	Tecn. 4	2
T1073	Tecn. 0	Tecn. 0	Tecn. 5	Tecn. 5	Tecn. 5	Tecn. 5	3

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