Presentation given at the Service Design and Delivery in a Digital Age - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Topic 2: Digital transformation.

1. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
1
Siim Sikkut
Managing Partner – Digital Nation
www.digitalnation.eu
SERVICE DESIGN AND DELIVERY IN A DIGITAL AGE
Academies for EaP countries
From Brilliant Idea to
Effective Delivery

2. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. DISCUSSION – SHARING YOUR STORIES
From idea to delivery / reality:
- What has worked?
- What has failed?

3. CASE STORY: E-RESIDENCY

4. Borderless business
with
e-Residency
+ 100,000+ e-Residents
+ 25,000+ companies
+ 180+ countries
+ Since 1 December 2014
e-resident.gov.ee

5. What is e-Residency?
E-Residency is not....
+ Travel document
+ Citizenship
+ Visa
+ Residence permit
+ Tax residency
E-Residency is....
+ Digital identity
+ Access to Estonian e-services
+ Means of identification online
+ Secure digital signature
+ A global community of e-residents
e-resident.gov.ee

9. Benefits for
Estonia
+ 30% of e-Residents start companies
+ 30% of all new companies in Estonia are established by
e-Residents
+ 90M € net income for state budget over years (first
order effect only)
+ 40-80% y-o-y net income growth annually
e-resident.gov.ee

11. Sources: * Intuit 2020 report
** The Global Opportunity in Online Outsourcing (World Bank)
TRENDS
2. Remote and cross-border
employment increases
1. Work shifts from full-time to
free agent employment
40%
of US workforce
will be freelancers
by 2020
100M
new online workers
(global) by 2020
45%
Global online
freelancing is
growing

12. There is no single best place for everything ->
COUNTRIES WITHOUT BORDERS
Engineers
Users
Designers
Funding
Climate
MOVE TO YOUR BEST PLACE TO LIVE AND WORK | teleport.org

13. Country-as-a-service

14. October 2014
Announced
1 Dec 2014
Live
May 2015
Public beta &
scaling

15. Governmental start-up
+ Live fast
+ Fail fast, correct fast
+ Iterative based on user needs & feedback
+ Dedicated team & resourcing
+ Strong top-down push for collaboration
+ 2-3 year strategy
+ Raising funds against delivery

16. Q: Could governmental start-up
approach work in your country?

17. Delivery lessons from Estonia:
+ Be clear on „what good will look like“
+ Focus on HOW
+ Manage the change
+ Experiment & iterate
+ Build for reuse & in collaborations
+ Be bold & rethink

18. Lessons from
Effective
Digital
(Government)
Leaders

20. Know your ABC
of change management

21. Fix your sights on the users

22. Team determines how far
and how fast you run

23. Work for lasting change:
every day

24. Deliver, deliver, deliver

25. Most importantly:
JUST DO IT!