towards the design of estonia’s m-government services
DESCRIPTION
Presentation at ICEGOV 2011.TRANSCRIPT
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Towards the Design of
Estonia’s M-Government
ServicesZahhar Kirillov, Ilya Shmorgun, David Lamas
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Users are adopting
mobile technologies
at a rapid pace
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Estonian Context
• Almost everyone has a mobile phone
• The state can impact a large
percentage of citizens
• Different target audiences can be
addressed
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Examples of Working
Mobile Solutions
• M-parking
• M-banking
• Mobile-ID
• SMS notifications from state institutions
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The State Portal
eesti.ee
• One of the main contact points between
the Estonian citizen and the state
• Provides reliable state related
information
• E-services for citizens, entrepreneurs
and state officials
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Research Question
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What are the expectations of
potential users in regards to m-
government services, which might
be provided by the state
portal eesti.ee?
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Mobile Usage
Statistics
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Devices
• iOS
• Android
• Symbian
• Windows Mobile and RIM Blackberry
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Method
• A semi-structured questionnaire
• Conducted during a period of 48 hours
• Open-source web-application
LimeSurvey
• Hosted at the Tallinn University official
domain
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3000 Residents of
Estonia• EISA provided a mailing list of
approximately 1300 contacts
• Mailing lists of students and staff of
Estonian private and public universities
• Several non-profit citizen organizations
• LiveJournal
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Response
• In 48 hours 520 responses were
gathered
• 497 fully completed questionnaires
• Detailed analysis using SPSS and
LimeSurvey
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Apparatus• 16 questions divided into three sections
• Section 1 – smartphone usage experience,
preferences in mobile applications and web-services
• Section 2 – experience with the state portal eesti.ee
and expectations of government services, which
should be available on mobile Internet access devices
• Section 3 – personal information
• Available in Estonian and Russian
• Tested on several experts from Tallinn University and
EISA
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Procedure
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Most Frequently
Accessed Pages• Educational services (Education Information System, national
examinations and certifications)
• Healthcare related services (family physician, prescriptions,
health insurance)
• Driving related services (drivers license, vehicles and small
boats, driving insurance)
• Requesting one’s information and informing of changes
• Social welfare services (benefits, allowances, pension)
• Real-estate related services (my real estates, land tax, building
register)
• Business-related services (registrations, licenses, sole
proprietors, taxes)
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Assessment• Likert scales with up to five options to
collect quantitative data
• Ask users to recall several applications
and web pages they had used last time
on their smartphone
• Ask users to share ideas about any
other government services the
respondent would like to access from
his or her smartphone
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Results• 65.1% were between 26 and 45 years old
• Male majority (57.9%)
• 64.4% of Estonians and 35.6% of non-Estonians
• 54.3% own a smartphone
• 94.1% have Internet access in their smartphone and use the
mobile Internet at least once a month
• Additional applications were downloaded and installed at
least once by 83% of smartphone owners
• Most of the users (37%) remained technology-neutral and
have no strong preference about the types of applications to
use
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Frequently Used
Applications• E-mail clients
• Skype
• Social networking
• Navigation
• Sport trackers
• Weather widgets
• E-book readers
• Games
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Local Estonian
Applications
• M-parking
• M-banking
• Sõnar dictionary
• Postimees news feed
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Web Pages
• Banks
• News sites
• Forums
• University sites
• Business sites
• Online shops
• Intercity bus and train schedules
• Airport timetable
• Homepage of Tallinn
• Public transport ticket system
• The State Gazette
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Eesti.ee Usage
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80% are familiar with the
services provided by the
portal either at a very good
or good enough level
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62.2% agree that they could
benefit from accessing
eesti.ee services by the
means of their smartphone
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Requests for
Services
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#1: Health protection
service group
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#2: Accessing and
updating personal
information stored in
state registers
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#3: Services for car
drivers and boat
owners
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#4: Educational
services
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Ideas for Additional
Services• Applying for a fishing permit
• Traffic services (traffic jams, maintenance works, temporary speed limits and
cameras)
• M-elections (voting and real-time results)
• A list of debtors
• Register of legal companies
• Status of one's requests to the police, courts, ministries, departments and local
authorities
• A database of laws currently in use and their commented texts
• Tax and customs board, tax returns
• Land board and a geo-portal
• Public tenders and purchases
• Power supply disturbances
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Discussion
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Stand-alone mobile
applications should
be preferred if
possible
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The healthcare
services group
should be preferred
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Real users should be
involved in the design and
testing process from early
stages
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Requirements and
expectations of different user
groups should be analyzed
in more detail
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Privacy and security
issues should be put in
focus and explained to
potential users
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Future Work
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To design an architecture
and core functionality of
mobile services provided by
the Estonian state portal
eesti.ee
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Acknowledgments
• Administrative Division
• Communications Manager
• EISA
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