1. e-Government as customer Mait Heidelberg Ministry of Economic Affairs and Communications mait@mkm.ee

2. Some milestones 1993 - government web page 1995 - first public sector database in internet 1998 – state portal www.riik.eewww.riik.ee 2001 – x-road 2002 – PKI, ID-card 2002 – www.eesti.ee portalwww.eesti.ee 2005 – i-voting

3. Background (I) Small country Having all institutions and complexities as “normal” state Small public sector – IT is the key for administration to survive

4. Background (II) - build-up of state Government and constitutional institutions Ministries Agencies County governments Local governments

5. Corporate Management Process 1 Function 2Function 3Function 4Function 5 Process 2 Process 4 Process 3 Function 1

6. 3 slides from 2001

7. Complexity transformations 1.

8. Complexity transformations 2.

9. Complexity transformations 3.

10. Essential components needed for smooth electronic service provisioning Some common tools and principles for identification, authorisation and security. Some common understanding and practices for interoperability

11. X-road In narrow sense – middleware solution for services connecting different databases and identified users. In wider sense – common de facto agreement for interoperable and secure services in (but not limited to) public sector.

12. T X-ROAD - Internet S AS S S S IS of the Tax Board services Popula- tion Register services Vehicle Register services … Other IS State databases/information systemsX-Road center KIT (Citizen’s portal) Public Portal Institutional view of the State Thematic view of the State http://www.riik.eehttp://www.riik.ee http://www.eesti.eehttp://www.eesti.ee X-Road sertification center Main server I Main server II (Elion) Monitoring S AS National Databases Register (IHA) HELPDESK Tools centrally developed by the State, i.e. the State PortalS AS Banks x 5 Banks a) authenti- fication b) pay- ments c) services EIT (Business’ portal) AIT (Civil Servant’s portal) S AS ID-Card Sertification Center Sertification Center Private portal (subject and his/her rights identified) SS – security server AS – adapter server

13. ,but…

14. Some data about e-Gov users 61% of population uses Internet at least once a week 75% of Internet users have used e-Gov services … but 75% have no idea what e-services must be further developed 19% are happy with current situation 6% have some ideas for future needs

15. Public satisfaction with e-Gov services