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System presentation V2.


I. Philosophy

The e-regulations system presents the procedures from the user's point of view
To achieve an economic operation (create a company, buy or lease land, hire personnel, sell goods, etc.) an investor has to comply with a series of administrative conditions: in general terms, registering to public registries and obtaining permits. In order to get those registrations and permits, he usually has to interact with one or several public or private offices. From the user's point of view :
Sometimes we also use the words process or way as synonyms of procedure.

operation that the investor wants to achieve = OBJECTIVE any mandatory interaction = STEP NECESSARY STEPS to achieve an OBJECTIVE = PROCEDURE

The system is build around the notion of step
Another way of defining a step is to say: "each time you have to wait in queue, this is a step".

Definition STEP = any necessary interaction between the user and the administration (or a private actor providing a necessary service) to achieve an operation. Elements of the step: The basic information that the user needs to know in each step: 1. What will I get at the end of the step 2. Who is going to give it to me? (result of the step) (person in charge)

3. What should I give or show to obtain the result? (requirements) There are also other important questions: 4. How much should I pay in this step? 5. How long does this step take? 6. Whom can I complain to if I have a problem? (cost) (duration) (recourse)

7. What legal texts justify the existence and modalities of this step? (legal justification) 8. Who confirms that all this information is valid? (certification)

To these 8 elements we add 2 more, to complete the definition of a step: 9. Name of the step 10. Additional information


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Therefore, the 10 elements that we consider necessary and sufficient to define a step are: (by logical order): 1. 2. 3. 4. 5. 6. 7. 8. 9. Name of the step Contact (Entity, unit & person in charge) Result of the step Requirements Cost Duration Legal justification Additional information Recourse

10. Certification

Types of steps
For now, we do not register internal steps in the system. They can be useful in a next phase if the government wants to know better the processes inside the administration in order to simplify them.

  

external (interaction with the user) / internal to the administration (“back office”) mandatory / optional (recommended but not mandatory) alternative (sometimes there are several ways to do things, for example there are two different places where you can obtain the same document)

The system presents the way the investor has to follow to achieve his objective
The objectives are specific The purpose is not to give general indications, but to describe the precise and actual way the user has to follow to achieve his objective. Therefore, the objectives have to be specific enough to allow defining a unique path for each of them. For example, in Viet Nam, the "company creation" objective is subdivided in "creating a company without land lease, “creating a company with land lease" and “creating a company in an industrial zone”, because the procedure is different for each one of these sub-objectives. If the process were different for each type of local company (limited partnerships, joint-stock company, etc.) then they would also be distinguished. However, in practice the procedure is the same for all types of companies, only a few requirements change but the steps are the same. Therefore we do not make more subdivisions and we stay at the level of the mentioned sub-objectives.


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Sometimes it is difficult to determine the order of the steps and to decide which step goes before others. There might also be several entry points for a procedure. In this case we shall choose one and propose the most rational order.

Steps are presented in consecutive order, reflecting the physical path the user has to follow.

Steps are grouped in "blocks" To make the procedure more easily understandable, we divide it into several parts called “blocks”. The blocks group the steps that are related to each other. Generally all the steps in a block aim at the same goal, which is achieved in the last step of the block. For example: to create a company, the user has prepare documents which will be requested for registration/licensing at the chamber of commerce and the tax center. The procedure may, therefore, be divided in those three blocks: prepare documents, register at the chamber of commerce and register at the tax center. The sub-division in blocks also allows compatibility with the “doing business” system of the World Bank. The notion of procedure in "doing business" is very close to our notion of block.

Making procedures transparent does not mean to publicize all the information. "Too much information kills the information". Being transparent means to communicate proactively the relevant information, in other words, the necessary and sufficient information to allow the user to find easily his way and know what is expected from him in exchange of the service that he expects from the public administration.

The e-regulations system proposes a "grammar" for administrative transparency based on simple and universal principles:  Describe the procedures from the users’ point of view, according to his objective  Detail the procedure step by step

 Give, for each step, the necessary and sufficient information (the 10
elements of the step) users need to know to understand the step.


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