e-Government as customer

Mait Heidelberg

Ministry of Economic Affairs and Communications

mait@mkm.ee

Some milestones

1993 - government web page1995 - first public sector database in internet1998 – state portal www.riik.ee2001 – x-road2002 – PKI, ID-card2002 – www.eesti.ee portal2005 – i-voting

Background (I)

Small country

Having all institutions and complexities as “normal” state

Small public sector – IT is the key for administration to survive

Background (II) - build-up of stateGovernment and constitutional institutions

Ministries

Agencies

County governments

Local governments

CorporateManagement

Process 1

Function 2 Function 3 Function 4 Function 5

Process 2

Process 4

Process 3

Function 1

3 slides from 2001

Complexity transformations 1.Complexity transformations 1.

Complexity transformations 2.Complexity transformations 2.

Complexity transformations 3.Complexity transformations 3.

Essential components needed for smooth electronic service provisioning

Some common tools and principles for identification, authorisation and security.

Some common understanding and practices for interoperability

X-road

In narrow sense – middleware solution for services connecting different databases and identified users.

In wider sense – common de facto agreement for interoperable and secure services in (but not limited to) public sector.

TX-ROAD - Internet

SS

AS

SS

AS

SS

AS

SS

AS

IS of the Tax Board

services

Popula-tion

Register

services

Vehicle Register

services

…

Other IS

State databases/information systems X-Road center

KIT(Citizen’s portal)

Public PortalInstitutional view of the State Thematic view of the State

http://www.riik.ee http://www.eesti.ee

X-Road sertification center

Main server I

Main server II

(Elion)

Monitoring

SS

AS

National Databases Register

(IHA)

HELPDESK

Tools centrally developed by the State, i.e. the State Portal

SS

AS

Banks

x 5Banks

a) authenti-ficationb) pay-ments

c) services

EIT(Business’ portal)

AIT(Civil Servant’s portal)

SS

AS ID-Card

SertificationCenter

SertificationCenter

Private portal (subject and his/her rights identified)

SS – security server AS – adapter server

,but…

Some data about e-Gov users

• 61% of population uses Internet at least once a week

• 75% of Internet users have used e-Gov services

… but

• 75% have no idea what e-services must be further developed

• 19% are happy with current situation

• 6% have some ideas for future needs

Public satisfaction with e-Gov services4

41

24

42

25

very happy432not satisfiedno opinion