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e-services in Estonia

e-services in Estonia. Nele Leosk e-Governance Academy Program Director Chisinau, Moldova 12.03.2009. E-governance Academy non-profit , non-governmental think-tank founded for the creation and transfer of knowledge concerning e-governance, e-democracy and the development of civil society

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e-services in Estonia

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

  2. E-governance Academy • non-profit, non-governmentalthink-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 countryin 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 Unionand 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 gatewaytothe services of approximately 60 different databases www.eesti.ee Login with ID card, mobileID or by Internet bank Open for all public services from • government agencies • municipalities • public institutions

  10. 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

  11. Asukohateenus2

  12. tulemus

  13. City of Tartu www.tartu.ee

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

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