1. 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

2. E-Estonia

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

4. ? 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

5. 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)

6. 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)

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

8. 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

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

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

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

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

13. 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

14. Public Services ?
People

15. ? 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

16. ? 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

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

18. Business events
Life events
Entrepreneurs
Life
cycle
People

19. 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

20. 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
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.