Key characteristics of personalized public services
The people-centric approach emphasizes services tailored around life or business events, saving citizens the hassle of navigating complex bureaucratic structures. These services prioritize accessibility through various channels, accommodating diverse social groups and language preferences.
The personalized state is also a proactive state, initiating communication, tightening efficiency, and prioritizing citizen satisfaction. Automation and AI-driven processes are a linchpin of the system, guaranteeing the speed and efficiency of these services.
Estonia’s theory of government hinges on two essential pivots: a robust AI strategy and a Government-as-a-Platform mindset. Let’s examine both further.
AI strategy and platform
Estonia’s national AI strategy empowers AI to make decisions where risk allows, providing real-time, efficient service experiences. Not every decision should (or can) rely on machines—but so much of public service delivery is simple paper-pushing that could be streamlined with the help of strategically-employed govtech.
Human-centered data management policy ensures privacy and ownership throughout this digital transformation. AI integration doesn’t turn citizens into numbers—rather, it gives each citizen a virtual assistant for seamless access to public services.
Government-as-a-Platform (GaaP) policies pave the way for collaboration with the private sector, rather than competition alongside. The citizen is the priority—and a flatter, more unstructured approach promotes creative solutions, lowers service costs, and keeps the customer center stage. The boundary between public and private services blurs, and services are delivered in partnership with the private sector.