e-services in Estonia

Nele Leoske-Governance Academy Program Director

Chisinau, Moldova

12.03.2009

E-governance Academy • non-profit, non-governmental think-tank founded for the

creation and transfer of knowledgecreation and transfer of knowledge concerning e-governance, e-democracy and the development of civil society

• Research, training, consultancy, advocacy• Founded by OSI, UNDP and Estonian government in

2002• Activities in almost 40 countries• Target audience is top officials of public sector, also civil

society activists from CIS, Balkan, Arabic countries, and also Africa

Just to remind you!

• We are a very small countryin a cold Nordic neighbourhood!

• Population 1.35 mil people• Area: 45.000 km2 (30

inhabitants per square km)• Ethnic groups: Estonians

(68%), Russians (26%), Ukrainians (2%), Finns (1%)

• Member of the European Union and NATO as of 2004

E-Estonia• Internet penetration - 75% (15-74

years)• Mobile phone penetration - 95% • Home computers - 56% (95%

connected to Internet)• 100% schools connected to Internet• 100% public sector connected to

Internet• 98 % businesses connected to

Internet• 82% conduct banking via Internet• 86% of Personal Income Tax

Declarations submitted on-line• E-elections (2005, 2007)• ID card (82%)• IT developments (Kazaa, Skype,

Hotmail)

Data from survey in spring 2008

Formula for good e-governance

e-Governance should be more than simply a new channel for service delivery; it needs to create new opportunities for public participation in policy-making and to empower citizens.

e-Governance = e-government + e-democracy

Public Service Model 1Public Service Model 1(byrocratic (byrocratic state+Internet)state+Internet)

Public Service Model IIPublic Service Model II (One stop shop) (One stop shop)

Public Service Model IIIPublic Service Model III (24/7 self (24/7 self service)service)

e-services’ 5 levels:- Information (easy, simple, awareness, competences)- One-way interaction (forms)- Two-way interaction (electronic identification!)- Transaction (full el. handling)- Personalisation (automated, pro-active)

In Estonia, one portal serves citizens as a gateway to the services of approximately 60 different databases www.eesti.ee

Login with ID card, mobileID or by Internet bankOpen for all public services from• government agencies• municipalities• public institutions

Examples of e-services (and m-services)• Income taxes • Registering to university exams• Exam results with SMS• Parential leave benefit claim

– 18 data requests between 5 information systems + calculation = 7 documents in real life = 3 minutes data input +1 mouse click

• ID card as a bus ticket• Mobile parking for municipalities• Registration of an enterprise on-line• etc

Asukohateenus2

tulemus

City of Tartu www.tartu.ee

Thank you!

Questions?

nele@ega.ee

www.ega.ee