Service orientated development in public sector

Risto HinnoInformation Society Service Development

DepartmentMinistry of Economic Affairs and Communications

Vision• Public services must:– support clients as much as possible when they are

using their rights– bother them as little as possible when meeting

their obligations

• Institution

Customer Institution

Problems*

Customer:Awareness (30%)

Availability (channels?)

Usability (30%?)

Authority:Management (owners?)

Requirements (?)

Channel strategy (?)

*Green Paper on Organisation of Public Services: http://www.mkm.ee/public/ATKRR_2013.pdf

Solution (1)

1. Find the service owner

Solution (2)

2. Understand what are you doing (as-is):– Goal (link to authority’s vision/strategy)– Resources– Administrative burden– Process map– Documents– Problems– etc.

Solution (3)

3. Create future (to-be)version of your service

4. Design it

5. Get feedback and repeat

What is service design?

Business (service)

technology

ICT

Does service design pay off? (1)• Estonian Road Administration self-service

portal

Does service design pay off? (2)

2013 2014 2015 2016 2017 2018

-33,832 € -33,726 €

148,751 €

82,385 €

282,456 €

463,286 €

Disc

ount

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ash

flow

Investment

Does usability matter?

Pictures form Richard Eisermann presentation

Yes, and it is going to save/cost you some money

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Service maturity level

Backgound service

Developing better public services[Information society strategy 2020]

1) The proportion of services, which correspond to unified quality standards • (2020): 100%

2) Awareness about public e-services:• 16-74.a. Citizens• (2012): 29% → (2020): 90% • Entrepreneurs• (2012): 34% → (2020): 90%

3) Satisfaction with public e-services :• 16.-74.a. Citizens• (2012) 67% → (2020) 85% • Entrepreneurs • (2012) 76% → (2020) 90%

2014 20

20

Institution• Management• Requirements• Channel

strategy

Customer• Awareness• Availability• User-

friendliness

Institution• Management• Requirements• Channel

strategy

Customer• Awareness• Availability• User-

friendliness

4) Proportion of official paperless communication • (2020): 95%

5) Proportion of machine readable e-invoices sent between private and public sector• (2020): 100%

6) Lifecycle cost index of public service • Lifecycle (Development, Management, Rebuilding, Retirement)

2014 20

20

Developing better public services[Information society strategy 2020]

Thank you for your attention!

risto.hinno@mkm.ee