Tallinn
1. Enablers
1.1 - Skills
Does the local authority have internally any position such as service designers OR user researchers OR user experience experts?
Yes
If yes, provide the evidence, including the approximate number of such positions
In total 4: 3 service designers and 1 user-experience designer.
Has the local authority provided training on service design or user research to its employees in the last three years?
Yes
Has the local authority provided training on ICT to its employees in the last three years?
Yes
If yes, provide the evidence, including the approximate number of people trained
Every month Services Development Working Group is organized where service designers share best practices and teach service design methods and tools to other departments. There has been several service design projects, where local authority employees have got hands-on training about service design methods and where they had to conduct user research, prototyping, ideation etc. Approximate number of people trained - 50
If yes, provide the evidence, including the approximate number of people trained
500 employees have had Basic ICT training, plus several trainings are available on video format and encouraged to be watched on internal web.Newer trainings are for example data protection rules.
1.2 - Strategies
Does the local authority have a digital strategy less than three years old?
Yes
If yes, provide the evidence
Tallinn does not have their own strategy, but are following National IT-strategy 2030.
Does the local authority have a position of Chief Digital Officer or equivalent?
Yes
If yes, provide the evidence
Martin Männil - City Digital Director https://www.tallinn.ee/telefoniraamat-puu#tootaja_10017371&asutus2_50183382&asutus1_50076087
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
No
Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language?
Yes
If yes, provide the evidence
Tallinn visual identity: https://www.tallinn.ee/identiteet/#/ User interface guidelines which is based on Tallinn visual identity: http://veeb.tallinnlv.ee/tallinnuig/
Does the local authority have in place formal methods to monitor and enforce such service standards and design guidelines?
Yes
If yes, provide evidence of monitoring methods
All the employees have been made aware, that such design guidelines must be used. All the new services/webpages are reviewed by user experience designer.
Are service design or user experience mentioned in digital strategy or some other strategy level document?
Yes
If yes, provide evidence
https://strateegia.tallinn.ee/en/implementation-of-development-strategy "The city provides user-centric services in a variety of fields, which support the achievement of the city's strategic goals. Services are designed and provided by the service design principle, which means that services are human-centred and user-friendly, relevant and valuable for the user as well as efficient and sustainable from the service provider’s viewpoint. The city collects data in a user-friendly manner, requesting data only once."
1.3 - Ecosystem
Does the local authority provide APIs to other administrations and to private companies?
Yes
If yes, how many external organisations (public and private) access the API monthly on average?
100 organizations (Main ones are x-road interfaces + open data portal)
Does the local authority use standardised services modules, provided at national or European level (e.g. CEF building blocks, national payment service or eID)?
Yes
If yes, provide evidence of standardised services modules
1) national eID, used both for authentification and digital signature (national authentication service TARA and digital signing service SIGA) 2) national payment service 3) x-road interfaces (national government’s data exchange layer) 4) state central notification solution (eesti.ee mailbox) 5) e-invoices (both purchase and sales invoices)
Has the local authority carried out within the last two years innovative forms of procurement, such as pre-commercial procurement, hackathons, other forms of collaboration with SMEs and startups?
Yes
If yes, provide evidence of collaborations carried out
Tallinn owns 2 ongoing incubators: 1) Tallinn Creative Incubator: https://inkubaator.tallinn.ee/en/ 2) Startup Incubator Tehnopol: https://www.startupincubator.ee/en/
2. User-Centricity Performance
2.1 - Co-creation
Does the local authority habitually (as standard practice on every new digital service) use service co-design / user research sessions in developing its services before their launch?
Yes
If yes, provide evidence on the type of service sessions
If new digital service is being developed, service analysts, service designers and UX-designer will conduct user research and testing with the users.
Does the local authority habitually carry out users' research sessions on a regular basis (at least once a year) AFTER the launch of a service?
No
Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)?
No
Does the local authority habitually use web analytics and other service data to improve digital services (e.g. completion rates and most frequent errors)?
Yes
If yes, provide evidence of web analytics examples employed
A lot of service owners use google analytics to gather statistics about the usage of services. Every year overview of usability of all the services is made and it can be seen in the Public service database where you can see all the statistics about the services.
Does the local authority habitually plan for releasing regular (at least once a year) new releases for existing digital services (not including technical updates automatically provided by software provider)?
No
2.2 - Supply of online services
Does the local authority provide the majority of services fully online (out of total services provided that could potentially be digitalised)?
Yes
If yes, provide evidence of the percentage of service provided online
100% All the services that can be digitized have been digitized - if there is no special e-application environment or e-form, the application can always be sent digitally signed, and this is also an e-service.
Does the local authority have a dedicated app that is downloaded by more than 20% of the population?
No
Does the local authority offer at least one proactive service, where users are automatically signed up for a service based on the government-held data?
No
Has the local authority already fulfilled the requirements of the <a target="_blank" href="https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=uriserv:OJ.L_.2018.295.01.0001.01.ENG&toc=OJ:L:2018:295:TOC">Single Digital Gateway</a> (deadline end of 2022)?
Yes
If yes, provide evidence of how many and what requirements of the Single Digital Gateway have been fulfilled
All city services, i.e digital and non-digital, are available through our service database: https://www.tallinn.ee/eng/teenused The services that require authentication are grouped here: https://taotlen.tallinn.ee/
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request?
Yes
If yes, provide evidence
If they have been authenticated https://taotlen.tallinn.ee/ or using other platforms where you can sign in, they can check the progress status.
2.3 - Useability
Does the local authority habitually carry out useability assessment of its online services, using standard tools such as System Useability Scale (SUS)?
Yes
If yes, provide evidence of usability assessments carried out
The usability is measured on the basis of feedback received from users (both on the scale 1-5 and comments). There is a feedback button on every service, for example https://www.tallinn.ee/Teenus-Register-of-Plans
Do all the websites or websites sections of the local authority have consistent design and look&feel?
Yes
If yes, explain how (e.g. use of colour palette, consistent text size and fonts used, etc)
All the websites are following Tallinn visual identity: http://veeb.tallinnlv.ee/tallinnuig/
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)?
Yes
If yes, provide evidence on what type of interaction
This is by phone. There are telephone numbers for different purposes: https://www.tallinn.ee/est/abinumbrid Tallinn's helpline is 14410
Are the local authority web services in line with <a href="https://www.w3.org/TR/WCAG21/" target="_blank" >accessibility guidelines (WCAG)</a>?
No
2.4 - Security and privacy
Are the users able to use national eID, as a means of authentication for online services requiring authentication?
Yes
If yes, provide evidence
National eID (either using smart card, smartid app or mobile id which all act as an authentication and also digital signature ) is encouraged to be used and is mostly default log in method. Most of the systems require it.
Has the local authority put in place measures to ensure citizens' control over the data held about them (such as seeing who has access to the data and for what reason, correcting data, etc.)?
Yes
If yes, provide evidence of the measures put in place to ensure citizens' control over the data held about them
Tallinn City Goverments complies with the GDPR rules. Tallinn has data protection conditions that are referenced everywhere and are described in terms of citizens' rights, including rectification and deletion of data.
Has the local authority in place documents on measures, practices or procedures on ICT security?
Yes
If yes, provide evidence of what documents
Tallinn is following measures and practices set on a national level: Three-level IT Baseline Security System ISKE: https://www.ria.ee/en/cyber-security/it-baseline-security-system-iske.html Tallinn has also established information security policy and Information security incident reporting and procedure. 2-Step Authentication (MFA)
2.5 - Citizens redress and feedback mechanisms
Does the local authority provide online mechanisms for both citizens and businesses to complain and seek change to a decision?
Yes
If yes, provide evidence on what online mechanisms for complaints have been put in place
Through service cards from where the feedback gets forwarded to the right person. Also trough e-mail, as this is an official channel for communication by the law.
Has the local authority put in place structured means for users to provide feedback?
Yes
If yes, provide evidence on how users can provide feedback
There is a standardized feedback button added in most of the information systems, webpages etc.
2.6 - Interoperability
Does the local authority apply the once-only principle in its services, so that citizens are not required to submit documents already held by the administration?
Yes
If yes, provide evidence
This is regulated and enforced on the state level and based on the document "Interoperability framework" https://abi.ria.ee/riha/files/4620393/4620534/1/1588165199683/riigi_it_koosvoime_raamistik.pdf
Does the local authority encourage the use of standards in IT development and procurement?
Yes
If yes, provide evidence
This is regulated on the state level - The Estonian information security standard (E-ITS) is a basis for handling information security. The standard is in Estonian language and compatible with the Estonian legal system. It is compliant with the internationally acknowledged ISO/IEC 27001 information security management standard. https://www.ria.ee/en/cyber-security/management-state-information-security-measures/information-security-standard-e-its
Has the local authority policies in place to encourage the use of open source solutions?
No
3. Outcome
3.1 - Adoption
Considering only services that are available online, are the majority of transactions carried out online?
Yes
If yes, provide evidence of the percentage of transactions carried out online
90% Statistics are published in Tallinn's intranet https://intra.tallinnlv.ee/teenused/Documents/Forms/AllItems.aspx, but not publicly.
Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis?
Yes
If yes, provide evidence of what kind of data on usage are provided
Once a year statistics across all the services is published - how many users, what channels, what ratings users have given, what feedback and does that feedback has been taken into account etc. These are published in Tallinn's intranet https://intra.tallinnlv.ee/teenused/Documents/Forms/AllItems.aspx, but not publicly.
3.2 - Reduction of burden
Does the authority measure the average time saved by citizens when using an online service compared to the offline one?
No
Does the authority measure the amount of annual financial savings for the public administration?
No
3.3 - Satisfaction
Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?
Yes
If yes, provide some evidence including the use of standard methods (such as Net Promoter Score)
Citizens can rate the service on the scale from 1 to 5 and also comment if they found what they were looking for.
Is the share of satisfied users above 80%?
Yes
If yes, provide the numbers
The average grade for for e-services is 4.67 out of 5.
Background Information
444.413
Total population
1.600
Total number of employees in the city/region administration
712.117.836
Total annual budget (last year or average of the last three years)
70
Number of ICT specialists employed directly (full-time equivalent)
100
Number of ICT specialists employed indirectly (subcontracting/outsourcing)
Promoted by
