1

Estonia's proactive services and Q&A (ISA² Webinar 19.2.2018)PROF KULDAR TAVETERREGINA SIRENDILab of Sociotechnical SystemsDepartment of Software ScienceTallinn University of TechnologyOn behalf of the Estonian Ministry of Economic Affairs and Communications

2

Lab of Sociotechnical Systems

n Modeling, simulation, and prototyping of complex sociotechnical systems:

p Digital servicesp Systems for crisis managementp Information (fusion) systemsp Simulation systems of social phenomena

3

Overview

• Thenotionofproactiveness indigitalservices• Proactiveservicevsreactiveservice• Lifeevents• Lifeandbusinesseventservice• AdjustingtheEstoniane-government

architectureforlifeandbusinesseventservices• Complexlifeevents• ApproachtoproactiveservicesinEstonia• PlansforproactiveservicesinEstonia• Reactive-ProactiveFramework• Towardsametamodel forproactiveservices

basedonCPSV-AP• Conclusions

4

Proactiveness in digital services

• Flippingtheservicedeliveryfrom“pull”to“push”

• Seamlessdeliveryoftimelyinformationandservices

• Rootedinlifeevents,needs,preferences,circumstances,andlocation

• Personalised,adaptive,discreet,unobtrusive

5

Proactive service vs reactive service (Estonian Ministry of Economic Affairs and Communications)

• Proactiveservice isapublicservicethatapublicinstitutiondeliversfollowingitsowninitiativeconsideringthepresumable willbythepersonandthatisdeliveredbasedon theinformationstoredinthedatacollectionsbelongingtothestateinformationsystem

• Proactiveserviceisbasedonlifeandbusinesseventsandcircumstances

• Reactiveservice isaservicethatreliesonthepersontoinitiatetheserviceprocess

6

Circle of life events (Estonian Ministry of Economic Affairs and Communications)

7

Life events (CPSV-AP):• Havingachild• Becominga(social)caretaker• Startingeducation• Lookingforanewjob• Losing/quittingajob• Lookingforaplacetolive• Changingrelationshipstatus• Drivingavehicle• Travellingabroad• Movingto/fromthecountry• Goingintomilitaryservice• Facinganemergency/healthproblem• Facingacrime• Retirement• Deathofarelative

8

Life and business event service

• Lifeandbusinesseventservice isaserviceprovidedjointlybyseveralagenciestoallowaperson,enterprise,orNGOtoperformalltheobligationsandexercisealltherightsconferredonitduetoaneventorsituation

• Alifeorbusinesseventservicecompilesseveralservicesrelatedtothesameeventintoasingleservicefortheuser

9

Requirements for a proactive life eventservice of family benefits (five differentgovernmental agencies involved)

Providefamily

benefits

Registerbirth

Initiatepayments

Proactive

AutomatedInformparents

Registerdecision

Hospital Parent Parent Parent

Government

Fast

10

Adjusting X-Road for life and business event services (Estonian Information System Authority, draft)

11

Complex life event

• Achildisborn• Thechildisdiagnosedwitha

disability• Theparentsapplyfordaycare

12

Business process fragment for the complex life event (courtesy by Mariane Koplimaa)

13

Proactive service for people with reduced work capacity using agent technology (figure by Lange, 2016)

14

Business process fragment for buying orthopedic shoes (courtesy by MaarjaMännik)

15

Personalised desktop for a proactive service for people with reduced work capacity using agent technology (courtesy by Maarja Männik)

16

Reactive-Proactive Framework(Sirendi & Taveter, 2018)

17

Artificial Intelligence for proactiveservices

18

Towards a metamodel for designing and implementing proactive services based on CPSV-AP and on Sterling & Taveter, 2009 and Guarino, 2017

19

Approach to proactive services in Estonia

• Approachtoproactiveservicesthatisbasedonlifeevents

• Oneormoreproactiveservicestriggeredbyalifeevent

• Mainevents(tobe)covered:ü Birth,death,startingabusiness,family

services• Mainqualitygoalsforproactiveservices:ü Customer-centricity,enhanceduser

experience,improvedinteractionwithgovernment,focusondigitalchannels

20

Plans for proactive services in Estonia

• Focusonbothproactivityanduserexperience

• Currentlyprioritising:üBirthüFamilybenefitservicesüStartingabusiness

• Dealingwithmorecomplexproactiveservicesinresearch

• Aimtore-developmoreproactiveservicesby2020(inprogress)

21

Conclusions

• EuropeanSingleDigitalGateway andOnce-Only-Principle areofnousewithoutappropriatee-servicesinMS!

• ApproachinEstonia:Proactiveservicesbasedonacircleoflifeevents

• ThereareplansfordesigninganddevelopingthreeproactiveservicesinEstoniaby2020

• FurtherworkonenhancingCPSV-APtowardsproactiveservicesisneeded

22

References

Sirendi,R.&Taveter,K.(2016).BringingServiceDesignThinkingintothePublicSectortoCreateProactiveandUser-FriendlyPublicServices.ProceedingsoftheThirdInternationalConferenceonHCIinBusiness,Government,andOrganizations (HCIBGO2016):HeldasPartofHCIInternational2016,Toronto,Canada,July17-22,2016.Ed.F.Fui-HoonNah;C-H.Tan.Springer,221-230.Sterling,L.&andTaveter,K.(2009).TheArtofAgent-OrientedModeling.Cambridge,MA,andLondon,England:MITPress.Koplimaa,M.(2016).DesigningaProactiveServicetoDisabledchild'sParents.Master'sThesis,TallinnUniversityofTechnology,FacultyofInformationTechnology,DepartmentofInformatics.Männik,M.(2017).PrinciplesforDesigningaProactiveandpersonalised ‘One-Stop-Shop’ServiceforPeoplewithReducedWorkAbility.Master'sThesis,TallinnUniversityofTechnology,SchoolofInformationTechnology,DepartmentofSoftwareScience.Lange,O.(2016).UserSoftwareAssistants:Just“ANicetohave”oraRealNecessity?State-of-the-Art.ProcediaCIRP,50,583-588.Liiv,I.(August21,2016).DataforPolicy:DataScienceandBigDatainthePublicSector.OXPOL:TheOxfordUniversityPoliticsBlog.Tenso,T.;Norta,A.H.;Rootsi,H.;Taveter,K.;Vorontsova,I.(2017).Enhancingrequirementsengineeringinagilemethodologiesbyagent-orientedgoalmodels:Twoempiricalcasestudies.IEEE25thInternationalRequirementsEngineeringConferenceWorkshops(REW),4-8September,Lisbon,Portugal,Proceedings(268-275).IEEE.Guarino,N.(2017,October).ServicesasActivities:TowardsaUnifiedDefinitionfor(Public)Services.InEnterpriseDistributedObjectComputingWorkshop(EDOCW),2017IEEE21stInternational (pp.102-105).IEEE.