Service

  • Strategy and Transformation

Industry

  • Citizen-Centric Personalized Digital Government
  • Government

Article

by Nortal

Today's GovTech glimpse into the personal state of tomorrow

Estonia’s digital society, jumpstarted with the widespread rollout of ID cards in 2003, upped the ante regarding what future generations expect from their government. The private sector’s focus on innovation and user-friendly services has set a high bar, pushing the public sector to adapt accordingly. And artificial intelligence (AI) now offers even greater potential for efficiency, fundamentally transforming public administration with next-level govtech.

Looking ahead, Estonia is sprinting toward a fully personalized state in the next decade. This goes beyond a simple upgrade—it’s a complete reimagining of governance, putting citizens at the center. Faced with challenges like migration, multiculturalism, and an aging population, the importance of a personalized state becomes increasingly clear.

European city granted with funds to develop the country

What is a personal state?

We say that Estonia is pioneering the “personal state.” But what exactly does that mean?

A multicultural, multipolar society recognizes that its citizens have different needs—and aims to accommodate them all comfortably. Of course, this is easier said than done, as anyone who’s tried navigating a byzantine bureaucracy knows. Until now, that is.

Estonia’s personal state aims to bring people together, prioritizing efficiency, sustainability, transparency. The advent of new robust govtech, which unifies disparate government agencies and leans on AI to make quick decisions, creates a single digital gateway for citizens to access the services they need, when they need them.

Govtech foundations for a personalized state

The key to the future of public services is putting people first. This means catering to individual needs, keeping interactions simple, and ensuring that the state is understandable for all. It’s a shift from complicated state functions to services based on specific events in individuals’ lives. Additionally, services should be accessible to all through various channels, accommodating different social groups. The personalized state puts language and accessibility front of mind, guaranteeing that everyone can easily access services.

Proactivity is critical for public services. This means services should reach out first—a sea change for citizens used to redundant, slow government. Similarly, part of using a service is understanding it; thus, a personalized state is a transparent state, communicating how data is used in clear, easy-to-process language on a tight timeline. Needs change on a dime, and public services must respond accordingly.

Citizens deserve to have the services they pay for at their fingertips. The personalized state, with the help of new govtech, helps government deliver on that promise in a real way for the first time.

Govtech leading government into the future

As Estonia charts its course towards a fully personalized state, it will certainly have a difficult time overcoming some of the challenges inherent in legacy systems. But with grit and determination, Estonia is leading the way in transforming the public sector, offering citizens a seamless, efficient, and personalized experience.

The journey may be tough. But the destination—a society where the state truly serves every individual—is worth it. 

personal goverment whitepaper

Rethinking how public services work

Personal government is a vision that considers the next stage of already developed digital societies to provide more human-centric public services, considering the complexities where traditional digital government approaches do not necessarily provide a straightforward solution.

Explore our white paper

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