How to move forward without having to move

How to move forward without having to move back Janek Rozov Head of Information Society service development department 12. 06. 2014

Agenda Estonia in brief Digital Agenda 2020 for Estonia Euro. Stat Indicators Where we go?

Source: BDO Eesti AS, Estonian limited liability company

Source: BDO Eesti AS, Estonian limited liability company

Developing better public services [Digital Agenda 2020 for Estonia] https: //www. mkm. ee/sites/default/files/digital_agenda_2020_estonia_eng_updated. pdf 1) Proportion of official paperless communication • (2013): 40% → (2020): 95% 3) Satisfaction with public e-services : • 16. -74. a. Citizens • (2012) 67% → (2020) 85% • Entrepreneurs • (2012) 76% → (2020) 90% Institution Customer • Management • Requirements • Channel strategy • Awareness • Availability • Userfriendliness 2020 2014 2) Awareness about public e-services: • 16 -74. a. Citizens • (2012): 29% → (2020): 90% • Entrepreneurs • (2012): 34% → (2020): 90%

Developing better public services [Digital Agenda 2020 for Estonia] https: //www. mkm. ee/sites/default/files/digital_agenda_2020_estonia_eng_updated. pdf 4) Share of public services corresponding to common quality requirements, % of all public services • → target level: 100% (2020) [Source: Methodology to be developed in 2014] Institution Customer • Management • Requirements • Channel strategy • Awareness • Availability • Userfriendliness 6) Services life-cycle cost index [Source: Methodology to be developed 2020 2014 5) Proportion of machine readable e-invoices sent between private and public sector • (2020): 100%

Riholt küsida kus x- teed piloteeritakse

Using the internet within last 7 days: by entrepreneurs 94 % by citizens 73 %

Using the internet within last 7 days: by entrepreneurs 94 % by citizens 73 %

Using the internet within last 7 days: by entrepreneurs 94 % by citizens 73 %

95% electronically Pro- active Data exchange service machine - machine Pre- filled forms E-self-service environment Reactive service Document Exchange Centre Document Exchange electronically by e-mail Document Exchange on paper

95% electronically E - channel 95% 5% Paper

95% electronically E - channel 65% 35% Paper

95% electronically 15% 80% 5% machine - machine E - channel Paper

95% electronically E Pro- active service Data exchange machine - machine E-self-service environment Reactive service E Document Exchange Centre Document Exchange electronically by e-mail Document Exchange on paper P P

Life event: Marriage yes application Driving Car tech. licence passport Passport. ID card 2 weeks Doctor; insurance; contracts 4 weeks 3 months 1 month 7 yes

Life event: Marriage E -DMS yes application Driving Car tech. licence passport Passport. ID card 2 weeks Doctor; insurance; contracts 4 weeks 3 months 1 month 7 yes

Life event: Marriage Passport. ID card yes application Driving Car tech. licence passport 2 weeks Doctor; insurance; contracts 4 weeks 3 months 1 month 7 yes

yes 3 months yes 1 month Ccontracts Iinsurance; Doctor; Car tech. passport Driving licence ID card Passport Yes application Life event: Marriage

yes 3 months yes 1 month (7 transactions) Ccontracts Iinsurance; Doctor; Car tech. passport Driving licence ID card Passport Yes application Life event: Marriage

Life event: Marriage with pro-active transaction on the backgr Ccontracts Iinsurance Doctor ID card Drivin g Car tech. licenc passport e Passport application 1 minute (7 transactions) yes 3 months yes

Life event: Marriage with pro-active transaction on the backgr approval Ccontracts Iinsurance yes Doctor ID card Driving licence Car tech. passport Passport application accepted 1 day 3 months sms yes E-mail

Reactive service ! ?

Pro-active service ! ! ! Life event

Thank you Janek Rozov janek. rozov@mkm. ee Customer • Awareness • Availability • Userfriendliness