We have taken the direction that reducing the bureaucracy that falls on citizens and businesses is the next leap forward for the development of Estonia's digital society in the provision of public services. Public services need to be convenient and efficient for users - in cases where the service provision is expected by the user and the data for the service provision is available, the service provision should be initiated by the institution whenever possible.
Events in the lives of citizens, whether planned or unexpected, in most cases involve similar public services and user journeys. The challenge for the state is to make these journeys simple and convenient through effective inter-agency cooperation. People expect a good user experience and less bureaucracy, with the private sector leading the way. For people, there is no distinction between local government and state services; within event services, the whole picture is visible through the state portal eesti.ee.
The owner of the event services portfolio, the holder of the vision and the roadmap, is the Ministry of Economic Affairs and Communications, and the operator of the technological platform enabling event services is the Information System Authority. Proactive government services are created step by step, with an initial version of the service being developed and then upgraded in stages based on user feedback.
From both a citizen and a business perspective, 10 proactive government services will be developed by 2025.
Proactive government services for citizens
So-called invisible and cross-authority event-based services will be developed for the citizens to make public services as simple and efficient as possible for the user.
In the event of a citizen, life events include getting married, getting divorced, birth of a child, having the right to drive, being unemployed, etc.
The aim is to provide the services to the user in the form of a single smooth service and, if possible, proactively and via no more than one click.
Completed proactive government services:
For example, using the ‘Getting married’ service, a person can submit a digital application for marriage and, in the event of a name change, also request new documents (e.g. passport and ID card).
The completed services will be supplemented in the coming years.
Ongoing projects of proactive government services:
- retiring
- getting divorced
- child with immutable diagnoosis
- name change
Roadmap for developing proactive services:
Proactive government services for businesses
In addition to the fact that public services must be easy and convenient to use for citizens, we want to make the state's digital services just as easy to use for Estonian entrepreneurs. If the provision of the service is expected by the user and the data needed is available, the service should be initiated by the institution in every possible case.
Contacts
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