Services in my pocket, reality or fairy tail? Janek Rozov Head of the Department of Information Society Services Development Ministry of Economic Affairs and Communication Estonia

E-Estonia https://e-estonia.com/facts/

Responsibility for the Services Quality ? Public sector organisations 11 Ministries in Estonia Internal Views Structure Staff security ICT Finance Legislation Processes

? Responsibility for the Services Quality ? Public sector organisations 11 Ministries in Estonia Internal Views = external bureaucracy? Structure Staff security ICT Finance Legislation Processes Services ? External View ? Service quality

Responsibility for the Services Quality ? Public sector organisations 11 Ministries in Estonia Same web page design But not Same web page design in sub authorities (ca 35)

Responsibility for the Services Quality ? Public sector organisations 11 Ministries in Estonia Same web page design But not Same web page design in sub authorities (ca 35)

Responsibility for the Services Quality ? Public sector organisations 11 Ministries in Estonia Same web page design Same web page design

Responsibility for the Services Quality ? Public sector organisations 11 Ministries in Estonia view of the services in the portal view of the services in the portal

All organisations must have a services view Ministries (11) All organisations must have a services view

Organizations performing 115 organisations 2575 Organizations performing public duties 1 550 services ? 13 domains 12 types ? 58 Sub- domains 240 govermental organisation (delegeerimata ülesannetega)

Printouts 115 organisations 1 550 services 1 13 domains 2 12 types 58 Sub- domains 3 4 5 6 600 pages

Printouts 13 domains 58 Sub- domains 1 2 12 services types 3 1 550 services 4 5 6 600 pages

Printouts 13 domains 58 1 Sub- domains 2 12 services types 3 1 550 Public Services 58 Sub- domains 1 2 12 services types 3 1 550 services 4 5 6 600 pages

Public Services ? People

? 1. Citizenship and population 2. Consumption, travel, property 3. Statistics and accounting 4. Education and science 5. Environment and environmental protection 6. Governance and administration 7. Healthcare 8. Leisure, culture, religion 9. National defence and security 10. Rural Affairs and agriculture 11. Safety 12. Economy and entrepreneurship 13. Transport and traffic 13 domains 1 2 3 4 5 6 7 8 9 10 11 12 13 ? People

? 13 domains 58 Sub- domains 12 Economy and entrepreneurship 12.1 Activities subject to notification and licence 12.2 Building 12.3 Communication and media 12.4 Economy 12.5 Energetics 12.6 Entrepreneurship 12.7 Tourism ? People

Life events 1550 servises Rights and Obligations ? 13 domains Life cycle 58 Sub- domains People

Business events Life events Entrepreneurs Life cycle People

21 Business 15 Life events 1550 services 13 domains 52 subdomains Business events 21 Business 15 Life events Vs 1550 services 13 domains 52 subdomains Life events Life events Entrepreneurs Life cycle People

Thank you for your attention Janek.Rozov@mkm.ee Using the internet within last 7 days: by entrepreneurs 96 % by citizens 86 % e- voting 30% e- census 66% e- taxation 97% e - Prescription 97% e - Enterprise establishment 99% e –legislation 100% Thank you for your attention Janek.Rozov@mkm.ee ITAO- To assist organizations in their service quality measurement, improvement and cost calculation. The state has a precise overview of the quality and cost of services.