towards the design of estonia’s m-government services
DESCRIPTION
Presentation at ICEGOV 2011.TRANSCRIPT
Towards the Design of
Estonia’s M-Government
ServicesZahhar Kirillov, Ilya Shmorgun, David Lamas
Users are adopting
mobile technologies
at a rapid pace
3
Estonian Context
• Almost everyone has a mobile phone
• The state can impact a large
percentage of citizens
• Different target audiences can be
addressed
4
Examples of Working
Mobile Solutions
• M-parking
• M-banking
• Mobile-ID
• SMS notifications from state institutions
5
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
6
Research Question
7
What are the expectations of
potential users in regards to m-
government services, which might
be provided by the state
portal eesti.ee?
8
Mobile Usage
Statistics
9
10
Devices
• iOS
• Android
• Symbian
• Windows Mobile and RIM Blackberry
11
Method
• A semi-structured questionnaire
• Conducted during a period of 48 hours
• Open-source web-application
LimeSurvey
• Hosted at the Tallinn University official
domain
12
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
13
Response
• In 48 hours 520 responses were
gathered
• 497 fully completed questionnaires
• Detailed analysis using SPSS and
LimeSurvey
14
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
15
Procedure
16
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)
17
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
18
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
19
Frequently Used
Applications• E-mail clients
• Skype
• Social networking
• Navigation
• Sport trackers
• Weather widgets
• E-book readers
• Games
20
Local Estonian
Applications
• M-parking
• M-banking
• Sõnar dictionary
• Postimees news feed
21
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
22
Eesti.ee Usage
23
80% are familiar with the
services provided by the
portal either at a very good
or good enough level
25
62.2% agree that they could
benefit from accessing
eesti.ee services by the
means of their smartphone
26
Requests for
Services
27
#1: Health protection
service group
28
#2: Accessing and
updating personal
information stored in
state registers
29
#3: Services for car
drivers and boat
owners
30
#4: Educational
services
31
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
32
Discussion
33
Stand-alone mobile
applications should
be preferred if
possible
34
The healthcare
services group
should be preferred
35
Real users should be
involved in the design and
testing process from early
stages
36
Requirements and
expectations of different user
groups should be analyzed
in more detail
37
Privacy and security
issues should be put in
focus and explained to
potential users
38
Future Work
39
To design an architecture
and core functionality of
mobile services provided by
the Estonian state portal
eesti.ee
40
Acknowledgments
• Administrative Division
• Communications Manager
• EISA
41
