M-Governance: Mobile services development in the Public Sector Hannes Astok Member of The Estonian Parliament Former Deputy Mayor City of Tartu In cooperation with Mr. Rain Rannu, MobiSolutions

Hannes Astok 2007 – Member of the Estonian Parliament 2005 – 2007 Programme Director, Municipal and Regional eGovernance, e-Governance Academy, Tallinn, Estonia 1998-2005 Deputy Mayor, Tartu City Government, Estonia 30.11.2018 Hannes Astok

Today What is M-governance? Which technologies to use? What are the cooperation models? Some good examples of m-governance services 30.11.2018 Hannes Astok

Simple view of m-governance Use of mobile services in the public sector M-administration M-democracy 30.11.2018 Hannes Astok

Broader view of m-governance M-administration M-democracy Services of other public institutions: Healthcare; Education; Security, etc. Services of the important infrastructure: Banking, public transport, etc 30.11.2018 Hannes Astok

Mobile penetration exceeds Internet penetration Worldwide: Over 1 billion computer users 3,5 billion mobile users 30.11.2018 Hannes Astok

Mobile versus computer Mobile device is: Always connected Cheaper to purchase Usually in the native language Easier to learn to use More suitable for elderly and blue-collars More people can use m-services than e-services M-services can be used from more places than e-services 30.11.2018 Hannes Astok

Mobile versus computer Computer has: Much more possibilities More convenient user interface (better keyboard, larger screen, etc). Lot of computers are tied to a place, mobile devices are always with the user But the devices are merging! 30.11.2018 Hannes Astok

Is SonyEricsson K850-5.0 Mpix camera or mobile phone? 30.11.2018 Hannes Astok

Is iPhone MP3 player or mobile phone? 30.11.2018 Hannes Astok

Is Blackberry computer or mobile phone? 30.11.2018 Hannes Astok

Lifestyle is chancing - modern nomads Nomadic lifestyle - no sense of place Always online, always connected: Business Private Entertainment Government Challenges for infrastructure 30.11.2018 Hannes Astok

M-governance is not a replacement for e-governance 2002 M-governance is not a replacement for e-governance It just adds value to places where “e” does not reach 30.11.2018 Hannes Astok

It reaches people who will not use computers in visible future 2009 M-governance is not a replacement for e-governance. M-governance is much better! It reaches people who will not use computers in visible future It will provide instant services by new models 30.11.2018 Hannes Astok

Technology adoption lifecycle Main market Early market Technology enthusiasts Visionaries Pragmatics Conservatives Technology hostile 30.11.2018 Hannes Astok Source: Geoffrey Moore Crossing the Chasm

Technology enthusiasts Mobile technologies Voice SMS WAP Java Technology enthusiasts Visionaries Pragmatics Conservatives Technology haters 30.11.2018 Hannes Astok

Make really advanced services that only 10% of the people can use? Focus on WAP and Java? Make really advanced services that only 10% of the people can use? Wait until WAP and Java become mainstream? Focus on SMS and voice? Make services that 60-80% of the people can already use! 90% of m-governance services can be implemented with voice and SMS! 30.11.2018 Hannes Astok

Innovative and positive image Driving forces Mobile operators: Revenue Number of customers Customers loyality Innovative and positive image 30.11.2018 Hannes Astok

Technology companies: Government as test site and the first customer Driving forces (2) Technology companies: Government as test site and the first customer Revenue Innovative and positive image 30.11.2018 Hannes Astok

Secure transaction channels Cashless sales Better service quality Driving forces (3) Other players – banks, public transport companies, cinemas, shops, etc: Secure transaction channels Cashless sales Better service quality Revenue Innovative and positive image 30.11.2018 Hannes Astok

Provision of the services Efficiency Better service quality Driving forces (4) Government: Provision of the services Efficiency Better service quality Citizens satisfaction Innovative and positive image 30.11.2018 Hannes Astok

Three models of m-governance service provison Citizen driven model Philippines: text messages extremely popular Messages were used to overthrow government Operator / technology company driven model Most common in Europe In Estonia: m-parking, m- transport ticketing Government driven model Strategic approach to m-governance In Estonia: m-Tartu 30.11.2018 Hannes Astok

2004 mTartu project is launched Hannes Astok

Goals of m-Tartu Make Tartu one of the most mobile cities in the Northern Europe Launch 5-10 new mobile services each year Co-operate with other mobile cities in Europe Leadership in Europe by the per capita usage of the services 30.11.2018 Hannes Astok

Process of m-Tartu Study on technological possibilities Annual round-table af all stakeholders city government, government agencies, other public institutions and private companies in the region Selection of services to be launched Appointment of project management team internal or external 30.11.2018 Hannes Astok

M-government success model Start with a comprehensive study of: available technologies best practices around the world needs of a particular country Conduct small-scale pilot projects of several services Proceed with full-scale implementation of successful pilots 30.11.2018 Hannes Astok

Needs from the government Technology from operators and tech companies Cooperation model Needs from the government Technology from operators and tech companies Ideas and services generated from the governments/citizens needs and operators/companies experience and best practices 30.11.2018 Hannes Astok

M-services Internet penetration 82% (15-65) Mobile penetration 95% (Estonia, 2008) Consider young generation, their behaviour, their habits, their channels (mobile, MSN, Skype) 30.11.2018 Hannes Astok

M-services in Tartu M-parking Over 50% of parking payments in Tartu are made by mobile 30.11.2018 Hannes Astok

M-services in Tartu City phone 1789 SMS and calls to unique short number 1789 about utility issues: Non-working street lamps Broken park benches Hole in the street Etc. 30.11.2018 Hannes Astok

Phone calls, e-mails and SMS-s: collected by the operator (or answering machine) forwarded to appropriate utility companies Log is monitored 30.11.2018 Hannes Astok

M-services in Tartu M-teacher Messages from teacher to the students and parents Sent from internet gateway Group messages, groups are predefined City pays for messages bulk price 30.11.2018 Hannes Astok

http://sms.mobi.ee/group/sendsms.php 30.11.2018 Hannes Astok

M-services in Tartu M- neighbor watch Alerts from police to neighbor-watch teams, bus and taxi drivers 30.11.2018 Hannes Astok

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M-services in Tartu T-number Tourist information (audio guide) by mobile phone M-library Alerts about non-returns or book arrivals 30.11.2018 Hannes Astok

Public sports park “lights on-demand” system M-services in Tartu Public sports park “lights on-demand” system 30.11.2018 Hannes Astok

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Idea is more important than technology Conclusions Idea is more important than technology Find bottlenecks in real life what could be removed with m-services Cooperation with operators and tech companies is crucial Do not forget to promote your services Enjoy your work! 30.11.2018 Hannes Astok

Hannes Astok Rain Rannu Hannes@Astok.ee +372 5091366 www.ega.ee www.tartu.ee Rain Rannu rain.rannu@mobisolutions.com +372 52 81 576 www.mobisolutions.com 30.11.2018 Hannes Astok