The future is likely to see an increase in the use of automated decision-making systems in the public sector, which employ Artificial Intelligence and, in particular, machine learning techniques, to enable more proactive and personalised delivery of public services. Proactive delivery can reduce the administrative burdens on citizens and government staff. While there is a small but growing body of literature that highlights the benefits of proactive public services, the implementation of such services is data intensive and can harm citizens beyond privacy concerns. Proactive service delivery requires high degrees of automated data processing using various data sources and algorithms that reduce the level of human control that both citizens and public officials have in verifying or correcting system errors. The purpose of this workshop is to initiate a discussion about proactive and personalised public services, discussing them and learning from the EGOV community about the practice of applying proactive and personalised services in different countries. This includes presenting an initial version of the developed framework for proactive and personalised public services, which is expected to provide further research directions.@en

In the management of national electronic identity (eID) infrastructure, cooperation between public and private parties becomes more and more important, as the mutual dependencies between the provision of e-services and the provision of the national public key infrastructure (PKI) continuously increases. Yet, it is not clear which key factors affect the public-private collaboration in the eID field, as existing studies do not provide insight into this particular matter. Therefore, we aim to identify the factors that affect public-private partnership (PPP) in the field of eID. We also describe feasible formats that help to improve the cooperation between the two sectors, based on insights from the case of Estonia. In service of that study, we conducted twelve qualitative interviews with high-level experts representing several parties from the public and the private sector. By conducting a thematic analysis of the interviews, we identified five key factors for successful PPP in the eID field, i.e., engagement, joint understanding, two-way communication, clear role division, and process orientation. Furthermore, we generalize our results by discussing, in how far the found cooperation formats can be used by stakeholders to manage state-critical information technology (IT) infrastructure components similar to eID such as mobile phone services, data transmission services and digital signature services.@en

The need for standardized and visualized performance monitoring on a wide range of topics has become apparent in recent years. In the public sector, there has been an increase in the number of dashboards to create transparency into the progress. Yet, the design of dashboards encounters many challenges ranging from technical to social. The goal of this research is to unravel the social-technical complexity of dashboards and outline their basic requirements and a process for creating dashboards. In addition to explicit project milestones, these also visualize digital implementation programs at the policy level.@en

Solid eID (electronic identification) infrastructures form the backbone of today’s digital transformation. In June 2014, the European Commission adopted the eIDAS regulation (electronic identification and trust services for electronic transactions in the internal market) as a major initiative towards EU-wide eID interoperability; which receives massive attention in all EU member states in recent years. As a joint effort of Estonia and the Netherlands, this study provides a comparative case study on eIDAS implementation practices of the two countries. The aim was to analyze eIDAS implementation challenges of the two countries and to propose a variety of possible solutions to overcome them. During an action learning workshop in November 2019, key experts from Estonia and the Netherlands identified eIDAS implementation challenges and proposed possible solutions to the problems from the policy maker, the service provider and the user perspective. As a result, we identified five themes of common challenges: compliance issues, interpretation problems, different practices in member states, cooperation and collaboration barriers, and representation of legal persons. Proposed solutions do not only involve changes in the eIDAS regulation, but different actions to develop an eIDAS framework and to improve cross-border service provision - which has recently become an important topic among member states. Eventually, the study provides practical input to the ongoing eIDAS review process and can help member states to overcome eIDAS implementation challenges.

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The emergence of super-applications is a complete game changer in how future governments will deliver e-services and interact with their citizens. With respect to this, the scope of currently established e-government stage models is exhausted. Therefore, this article proposes a “provident stage” as an extension of the Layne and Lee stage model, that adequately addresses the rapid technological development and evolvement of mobile- and smart-government solutions. We argue that super-applications can drive the transformation of e-government towards a yet unforeseen quality level: smart government. This article discusses that transition process, the influence of mobile government solutions in this as well as emerging citizens’ expectations for modern government service delivery.

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Countries are struggling to develop data exchange infrastructures needed to reap the benefits of e-government. Understanding the development of infrastructures can only be achieved by combining insights from institutional, technical and process perspectives. This paper contributes by analysing data exchange infrastructures in the Netherlands and Estonia from an integral perspective. The institutional design framework of Koppenjan and Groenewegen is used to analyse the developments in both countries. The analysis shows that the starting points, cultures, path dependencies and institutional structure result in different governance models for data exchange infrastructures. Estonia has a single – centrally governed – data-exchange infrastructure that is used by public and private parties for all kinds of data exchanges (including citizen-to-business and business-to-business). In contrast, the institutional structure in the Netherlands demands a strict demarcation between public and private infrastructures, resulting in several data exchange infrastructures. While there are examples of sharing infrastructure components across various levels of the Dutch government, public infrastructures cannot be used for business-to-business or citizen-to-business data exchange due to the potential for market distortion by government. Both the centrally governed Estonian model and the decentrally governed Dutch model have pros and cons on multiple levels.

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