1. 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

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

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

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

5. 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
Hannes Astok

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

7. 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
Hannes Astok

8. 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!
Hannes Astok

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

10. Is iPhone MP3 player or mobile phone?
Hannes Astok

11. Is Blackberry computer or mobile phone?
Hannes Astok

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

13. 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
Hannes Astok

14. 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
Hannes Astok

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

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

17. 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!
Hannes Astok

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

19. 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
Hannes Astok

20. 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
Hannes Astok

21. 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
Hannes Astok

22. 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
Hannes Astok

23. 2004
mTartu project is launched
Hannes Astok

24. 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
Hannes Astok

25. 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
Hannes Astok

26. 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
Hannes Astok

27. 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
Hannes Astok

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

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

30. 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.
Hannes Astok

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

32. 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
Hannes Astok

33.
Hannes Astok

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

35.
Hannes Astok

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

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

38.
Hannes Astok

39. 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!
Hannes Astok

40. Hannes Astok Rain Rannu
Rain Rannu
Hannes Astok