Mobile services in the Public Sector: Case of Estonia

World Bank e-Development Thematic Group

M-Government Conference November 29, 2007

EstoniaPopulation: 1,35 MArea 45 227 km2

Tartu• 2nd largest city in Estonia, 100 000 citizens• Oldest and biggest university in Estonia (est.

1632)• The leader in Estonia in implementation of

e- and m-services

2004

mTartu project is launched

Why mTartu?• Mobile penetration exceeds Internet penetration

– Internet in Estonia 53, mobile over close to 100%– More people can use m-services than e-services

• Computers are tied to a place, mobile devices are always with the user– M-services can be used everywhere

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However

M-city is not a replacement for e-services, it just adds value to places where “e” does not reach

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Mobile services• Mobile parking payments

– Since 2000: in 2005, over 50% of parking payments in Tartu are made by mobile

• Mobile bus-ticketing– Since 2002: long-term and short term tickets

• Mobile micro payments in retail shops and services– Since 2003: directly connected to bank-account

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M-teacher• Making parent-teacher-student communication

more effective by SMS• Since 2006 • Users: all Tartu schools 2006, ca 20 000 users• Positive feedback from all the stakeholders,

strong willingness to continue and extend project to whole Estonia

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M-police messages• Making easier for police to contact people with

“watchful eyes”: taxi drivers, bus drivers, security companies, neighborhood watch activists

• Since 2006• Over 15 missed people found, 1 fugitive found

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M-library

• Alerts – requested books become available– reminder to return book

• Possible to prolong book rent• Since 2006

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Tartu City short number 1789 You see a dark streetlight?

Full trash- can?

Broken park-bench?

Hole in the pavement?

Call us! E-mail us! SMS us!

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Phone calls, e-mails and SMS-s: • collected by the operator (or answering machine) • forwarded to appropriate utility companies • Log is monitored

Tourist services

• Audio guide on demand by mobile phone

• photo by MMS or e-mail• Find closest ATM, gas station, etc

ConclusionsKey success factors:• Political will• Cooperation between mobile operators,

government, regulators and business entities

• Dynamic planning

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Hannes Astok +372 5091366

hannes@astok.ee

Rain Rannu +372 52 81576

rain@mobi.ee

www.mobi.ee