Information society services

Users must be supported as much as possible within the framework of public services, involving IC solutions, while interfering as little as possible during the performance of their duties.


The Ministry of Economic Affairs and Communications is responsible for the development of public services, standardisation and establishment of a user-friendly service environment.

Linking the electronic records management facility to provision of services will help fully develop electronic handling and procedural processes, improve reporting, increase transparency and ensure the safekeeping of materials, kept on any type of media, and their value as evidence, for a specified term.

The aim is to increase the awareness of citizens and officials of the services available and their satisfaction with such services while enhancing their skill of appreciating the costs relating to the provision of services in different channels.


Information society services


Guidelines for the developers of public services

Public Services Green Paper

The Green Paper for the Organisation of Public Services, developed in 2013:

  • Gives the definition of public services
  • Provides a concentrated overview of the problems of citizens and enterprises, encountered upon the use of public services, and the problems encountered by local governments in providing such services
  • Suggests possible solutions for the defined problems
  • Lists the measures for the achievement of the solutions

Green Paper on the Organisation of Public Services »

E-services design handbook

E-services design handbook, which is aiming at assisting civil servants in updating the services and shaping these to give them more focus on clients in both physical and e-environment, was completed.

The use of the described model should help to enhance the value and user friendliness of the services, while optimising the administrative burden and expenditures that accompany public services. The suggested model was tested during a re-design process involving three e-services and provided by the Estonian Road Administration.

Process analysis handbook

Process analysis handbook suggests the methodology for process management and mapping, based on the world’s best possible practices, that would also match the requirements of Estonian public sector.

The handbook will teach to implement a process-based management model that will contribute to the transparency of organisations, help develop a system for measuring the performance and improve the monitoring of expenditures and utilisation of resources.

Administrative burden calculator

The administrative burden calculator, developed by the Ministry of Economic Affairs and Communications, will help to assess the burden that the planned service will put on consumers, and the administrative expenditures born by providers of services. The results will be converted into money to give a better overview of the influence of administrative burden.

Indicators for measuring usability

The system helps with ordering and developing software. It provides guidelines for defining usage and measuring the results later.

20 e-services project

The goal of this project was to increase the quality of business processes of the existing public services and help with planning new customer friendly services.

As part of this pilot project, a concept was developed for 20 public e-services. 

Customer feedback system project

The goal of this project was to raise awareness on the importance of customer centred approach when offering public sector services.

Analysis of payment options

As part of a business analysis, the requirements of payment options for Road Administration and Police and Border Guard Board were mapped out and compared to the existing solutions of Tax and Customs Board.

The implementation of the concept of service owners

The implementation of the concept of service owners was based on the decision made by the Government 30.06.2015 according to what:

  • Appoint the secretary generals within their areas of governance responsible for the quality and administration of public services (incl. e-services)
  • Since 01.10.2015 the Ministry of Economic Affairs and Communications has called together a service owners’ cooperation network that includes institutions’ representatives that have been assigned as service owners
  • By 1 March 2016 ministries published overviews of all the public e-services offered under the ministries’ governance areas and their quality assessments
The Analysis and Suggestions for Determing the Owners of Public Services»

Estonian Public Service Catalogue

Estonian public service catalogue is a simple web-based tool to generate overview of public services. Public service is direct contact between some public sector institution and it's clients: citizen, business or NGO. Catalogue is first of all meant for clients to find services what they are looking for. Secondly it aims to remind public sector who is it working for.

Find out more information about the catalogue »

Prototype for describing and displaying public services

Solution for describing (incl statistics of the service) and displaying the services on the organisation's website.

Integrated Portfolio Management of Public Services


Integrated portfolio management will help adopt decisions about the development of public services and use of channels and their value for society in general, including the greatest benefits for customers and providers of public services. Public service portfolio management will help to: channel the available resources properly, take the objectives of governmental and other authorities into consideration and to consider the needs of the customers.

A study was conducted and models were developed within the framework of the project.

Brief summary - Integrated Portfolio Management of Public Services »
Summary - Integrated Portfolio Management of Public Services 

Framework for self service environments

The existing public sector self service environments were analysed and as a result the principles for the creation of customer-focused and convenient self-service environments were developed. 

Framework »
Usability requirements »

The analysis and strategy of information governance

To increase the effect and cost effectiveness of public services, it is important to change-over from records management to total information governance in the public sector. This is one of the activities in the Digital Agenda 2020 for Estonia, which also supports smarter governance.

After an analysis of the current situation of records and information governance as well as the international experience in this field, an initial draft of a change-over strategy has been put together. Also a short description of its development process has been created, which could be used as a guideline for developing similar strategies.

Information Governance Analysis and Strategy »

E-state charter

The goal of the e-state charter is to bring together best practices for administration and form a basis for better application of good administration principles.

The charter is evolving in time and developed together. It gives people information about their rights, state organisations their development goals and the National Audit Office of Estonia the basis for future audits. The project is lead by the National Audit Office of Estonia.

E-charter »

Vision for public sector websites

The vision for public sector websites sets a model for how the public sector websites could be organised and managed. This project is the result of co-operation between the Ministry of Economic Affairs and Communications, Ministry of Culture, Ministry of Social Affairs, Ministry of Finance and Government Office.

Model for evaluating the means of document exchange

The model consists of:

  • Classification of the means of document exchange and its implementation guide
  • Questionnaire of measuring the proportion of document exchange and guide for answering the questions
  • Instructions for classification of official communication
  • Review of international practice

Analysis and concept for cross-institutional service - Copernicus satellite data distribution center

The aim of the analysis was execution of cross-institutional service and developing conception for Copernicus satellite data distribution center with value-added services as an example. The analysis consisted of six components: mapping current needs, analysis of four value-added services, analysis for technical solution, legal analysis, analysis of the impacts of the project and risk analysis. 

Current projects

Activity of the measure “Creating interoperability of public services“

The following activities are carried out within the support scheme:
  • Organizing studies and analyses for mapping services across authorities
  • Conduct of analyses and tests of business and preliminary analyses of services across authorities, prototypes and analyses and tests of usability
  • Implementation of small developments of services across authorities (at total cost of up to 50 000 euros).

The activities to be supported are financed from the European Regional Development Fund (ERDF). This support is granted through support scheme.

The total budget of support scheme is 3 529 412 euros, including the co-financing of the state which makes 15% and ERDF support of 85%.

The aim of activities to be supported within support scheme is to enhance the cooperation between authorities and create interoperable public services related to life and business events across authorities and to establish preconditions for creating the mentioned services to provide public services which are more accessible, user-centred, integral and cost-efficient.

The activities creating interoperability of public services are implemented by the Department of Information Society Services Development (DoISSD) of the Ministry of Economic Affairs and Communication (MEAC). The activities to be supported are carried out by the programme manager of DoISSD. To carry out all activities provided above, the programme manager of DoISSD of MEAC prepares an action plan, budget, manages the projects to be supported and conducts public procurements.

The target group of the activities to be supported within support scheme is the holders of public services, i.e. state authorities and local government units, legal persons in public law, non-profit associations and foundations, if these render public services.

The eligibility period of the activities to be supported within support scheme is 1 October 2015 up to 30 June 2023. The measure implementing authority is MEAC and the final beneficiary is the Department of State Information Systems.

Find more information in Estonian »


Mari Mägi
Programme manager
Department of Information Society Services Development
Ministry of Economic Affairs and Communications
mari.magi [at]
+372 625 6412

PACINNO: coordination activities within EU Strategy for the Baltic Sea Region, Policy Area Innovation

A project of Interreg Baltic Sea Region for the supportive activities of the coordination of macro-regional cooperation within the European Union Strategy for the Baltic Sea Region.

Official name: „Policy Area Coordination - Innovation “
Acronym: PACINNO.

Project summary: PACINNO presents unified and renewed joint approach to the effective usage of innovation policy in the Baltic Sea Region. Combination of digital single market, research and innovation and cluster/SMEs development provide us unique perspective for achieving a global competitive position of research and innovation.
PACINNO is aiming to enhance innovation by ensuring policy learning, strengthen and creating new networks, aligning resources and regulations but also the possibilities to join forces in common programmes and investments.

Partners: the new international PAC (policy area coordinators) construction of Estonia (Ministry of Economic Affairs and Communications), Poland (Ministry of Science and Higher Education) and Nordic Council of Ministers Secretariat .
Project budget summary: 317 575 EUR, including 93 400 EUR for the Ministry of Economic Affairs and Communications (Estonia).
Project duration: July 2016 – October 2018.

Baltic Sea Region Programme 2014-2020 (main facts) »
A Digital Single Market Strategy for Europe »
The European Union Strategy for the Baltic Sea Region (EUSBSR) »
Interreg Baltic Sea Region »


Reet Reismaa
PAC Estonia, Policy area Innovation, EU Strategy for the Baltic Sea Region
Department of Information Society Services Development, Programme manager
Reet.Reismaa [at]
Ministry of Economic Affairs and Communications for Estonia
Harju 11, 15072 Tallinn ESTONIA


DIGINNO: Digital Innovation Network

The project’s objective is to advance the digital economy and to speed up the process of moving towards the single digital market in the Baltic Sea Region. The project aims to increase the capacity of policymakers, industry associations and industrial SMEs to enable faster and more efficient uptake of digital solutions both in public and private sector. The focus specifically is on promoting uptake of ICT in the business sector, developing innovative and interoperable digital public services and facilitating Digital Single Market related policy discussions on the Baltic Sea Region level.

The project is divided into four work packages:
  • WP1: Project management and administration
  • WP2: Industry 4.0 - Digital Transformation of Industry
  • WP3: Digitalization of cross-border government to business (G2B) public services
  • WP4: Digital policy network for the Baltic Sea Region

Main outputs:
  • Company digitalization toolkit for SMEs
  • 4 show-case models of G2B cross-border e-services (incl. feasibility analyses and proofs of concept)
  • Policy recommendations White Paper
+ as an important output:
  • An active cross-sectoral BSR industry digitalization community

Project duration: 01October 2017 – 30 September 2020 (36 months)
Total budget: 3,5 MEUR (incl. ERDF EUR 2,8 million and partners’ contribution EUR 0,7 million)

Partners: 15 full partners and 9 associated partners from eight BSR countries (plus Norway), mix public-private incl. National agencies, ICT industry and universities:
  • 15 full partners (EE 3, FI 1, NO 1, PL 1, LV 2, LT 4, SE 1, DK 2)
  • 9 associated partners (GE 2, FIN 2, SE 3, NO 2)
  • Lead Partner – Ministry of Economic Affairs and Communications (EE)
Common challenges for the project partners are uptake of ICT in the business sector (focus on industry SMEs), innovation and interoperability of public services (focus on G2B cross-border services) and cooperation and coordination of digital policies on macro-regional level.

Learn more from project website »



Airi Reidi
Department of Information Society Services Development
airi.reidi [at]
Ministry of Economic Affairs and Communications for Estonia
Suur-Ameerika 1, 10122 Tallinn ESTONIA


Co-operation and partners

  • Estonian Information System’s Authority
    The Authority will consult the providers of public services to learn how to manage its information systems suitably and conduct surveillance over the systems.
    Estonian Information System’s Authority »
  • Information Society Council
    The Council will elaborate the positions, policy documents and development plans that focus on the development of information society.


Last updated: 3 January 2018