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

2. 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

3. 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

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

5. 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”
Centralised document transfer system

6. 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

7. 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

8. 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

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

10. 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

11. 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 s
On-going monitoring and consultation with users

12. 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.

13. 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)

14. 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

15. 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

16. 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)

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

18. 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

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

20. Paperless management implemented.
We are happy to answer
to your questions  ,