Implementing paperless management at local level Ingmar Pappel, Ingrid Pappel, PhD students, Tallinn Technical University

Objectives Effecting positive transformation resulting in increased efficiency through out all municipal activities Timely and precise expediting of individual cases from local populace Ensuring high quality public service and administration Increasing overall satisfaction of populace Ensuring job satisfaction of civil servants

Background – who we are Small IT company – 6 employees All shares owned by employees Developers of advanced document management software since 2003 E350,000 direct investment to date Features resulting from commissioned client-specific R & D available, pro gratis to existing users

Background - municipalities Estonian population 1.3M 227 municipalities. Single level municipality system Individual municipal populations from 100 to 400000 Local per capita income ca. E150 – E1600 Majority average population between 2000-5000 We work in partnership with 65 municipalities

Background – state level infrastructure More than 20 centralised database (registry) All connected thru “X-road” – ultra secure channel data sharing system (data exchange layer) Job specific computer & internet access at all levels Per capita wifi connection global position No.4 Central “Citizen portal” http://www.eesti.ee Centralised document transfer system

Document transfer centre - DTC Seamless and secure document/metadata transfer regardless of software Compatibility with all major document management systems The Citizen Portal e-Forms application utilizes DTC technology to interact with document management systems Implemented across 30% of state municipalities Ministry level implementation anticipated in 2007

Citizen Portal – E-Forms Smart card access (Estonian ID-card technology) Partial form completion based on information retrieved from relevant central databases via X-road E-forms received by municipality and retrieved then collated via DTS All relevant, consequent correspondence returned via same system User will be informed by SMS or email

Transition to paperless management Digitalisation of correspondence, open access to public records Local authority decision making process Local authority legislation process Popularising e-services and e-democracy Interconnectivity of document management systems and central databases

Pre-implementation Creating new database Establishing record categorisation and division Populating user data Defining user rights

Digitalisation of correspondence Open acces to public records Identify key operatives – chief administrator, city secretary Practical application training day for key operatives Day 1 implementation – begin digitalisation of correspondence and legal acts, case allocation Setting up portal for public information

Digitalisation of correspondence Defining and adopting correspondence management and case allocation policy Comprehensive practical application training day for general system operatives Day 2 implementation – assessing general operatives program comprehension, collating and officially registrating emails On-going monitoring and consultation with users

Handling information from DTC DTC connection set up & activation Day 3 implementation: familiarisation, continual assessment & monitoring for correct & efficient usage Full inter-municipality program takes hold.

Stage 1 results New digital system takes over Hard copy in permanent secure storage Digital workflows applied & visible Individual case breakdown by status/priority Public records are accessible to general public Customer feedback results specific to R & D (on-going)

2. Digital governance Post analysis of decision making process Setting up document templates, automatic workflows, metadata, roles, filters Defining and adopting draft act and decision making policy

Draft act system - implementation General operatives training – preparing draft acts, accepting the resolve, preparing agenda Day 1 implementation: practice with actual cases – pre-decision (pre-session) activities Day 2. implementation : post-decision (post-session) activities On-going monitoring and consultation with users

Stage 2 results Decision process digitalised Acceptance of resolve (pre-session) Big screen representation of draft acts at session Customer feedback results specific to R & D (on-going)

Next stages E-services set up and popularisation City council legislation process Interconnectivity of record management systems and central databases

Active evolution of organisation Identify key operatives Passive key operatives – no action, no results New employee syndrome Free interactive communication at all levels is essential Rigid application of all agreed protocols is essential Acceptance of altered business practice - benefits accepted? QnA = acceptance

Evolution of organisation Initial dis-satisfaction Adapting to new routines Evidence of new efficiency - undeniable Feel-good factor – more satisfaction Objectives achieved

Paperless management implemented. We are happy to answer to your questions  Ingmar.Pappel@eesti.ee Ingrid.Pappel@eesti.ee +3725094046, +3725093095