1. e-services in Estonia Nele Leosk e-Governance Academy Program Director Chisinau, Moldova 12.03.2009

2. E-governance Academy creation and transfer of knowledgenon-profit, non-governmental think-tank founded for the creation and transfer of knowledge concerning e- governance, e-democracy and the development of civil society Research, training, consultancy, advocacy Founded by OSI, UNDP and Estonian government in 2002 Activities in almost 40 countries Target audience is top officials of public sector, also civil society activists from CIS, Balkan, Arabic countries, and also Africa

3. Just to remind you! We are a very small country in a cold Nordic neighbourhood! Population 1.35 mil people Area: 45.000 km2 (30 inhabitants per square km) Ethnic groups: Estonians (68%), Russians (26%), Ukrainians (2%), Finns (1%) Member of the European Union and NATO as of 2004

4. E-Estonia Internet penetration - 75% (15-74 years) Mobile phone penetration - 95% Home computers - 56% (95% connected to Internet) 100% schools connected to Internet 100% public sector connected to Internet 98 % businesses connected to Internet 82% conduct banking via Internet 86% of Personal Income Tax Declarations submitted on-line E-elections (2005, 2007) ID card (82%) IT developments (Kazaa, Skype, Hotmail) Data from survey in spring 2008

5. Formula for good e-governance e-Governance should be more than simply a new channel for service delivery; it needs to create new opportunities for public participation in policy-making and to empower citizens. e-Governance = e-government + e-democracy

6. Public Service Model 1 (byrocratic state+Internet)

7. Public Service Model II (One stop shop)

8. Public Service Model III (24/7 self service)

9. e-services 5 levels: -Information (easy, simple, awareness, competences) -One-way interaction (forms) -Two-way interaction (electronic identification!) -Transaction (full el. handling) -Personalisation (automated, pro-active) In Estonia, one portal serves citizens as a gateway to the services of approximately 60 different databases www.eesti.eewww.eesti.ee Login with ID card, mobileID or by Internet bank Open for all public services from government agencies municipalities public institutions

11. Examples of e-services (and m-services) Income taxes Registering to university exams Exam results with SMS Parential leave benefit claim –18 data requests between 5 information systems + calculation = 7 documents in real life = 3 minutes data input +1 mouse click ID card as a bus ticket Mobile parking for municipalities Registration of an enterprise on-line etc

12. Asukohateenus2

13. tulemus

14. City of Tartu www.tartu.ee

16. Thank you! Questions? nele@ega.ee www.ega.ee