The development of e-services in the field of social security

Abstract

This report focuses on the development of e-services in the field of social security and the transformation of such services in modem societies. This report will evaluate how the application of these Internet-based technologies can help to promote efficiency, and also rate the delivery aspect of such services in order to be more practical and reliable. To evaluate the transformational potential of Internet technology, we look at eservices and a range of activities and actors. This report considers government to government, government to citizen, and also government to business services. By analysing such Internet applications in this report one can evaluate 'quality', 'service' and 'trust' issues in these new and evolving systems, and services. This report therefore intends to evaluate and establish whether the introduction of such social security e-services in Malta is influencing the way public administration conducts its work. It tries to determine also whether this is just a handling mechanism or a vehicle to aid the on-going reform process undertaken in/across public administration. Finally one asks, is the process helping to transform the service delivery of Maltese social security services, so that in the future such a delivery is to be marked as citizen-centred? The aim of this report is to compare best practices and monitor progress. One would hope this to inspire development of local e-services. Thus one can compare what is happening in the local, International, and particularly in the European sphere.