eGovernance and Online Service Delivery in Estonia

Estonia's use of Information Communication Technology (ICT) in the public sector is regularly highlighted as an innovative model worth emulating. Despite this, research into the Estonian governance and inter-governmental cooperation model is limited, with most being 5-10 years old. In addition, recent literature reviews point to a limited understanding of technology use in public service delivery and the role played by governance, intergovernmental decision making and cooperation when introducing ICT solutions and online services to citizens. As part of a larger qualitative, multi-country comparison, this article analyses the Estonian approach to electronic governance (eGovernance) and inter-governmental cooperation. Initial findings highlight the strength of the Estonian tradition of politically driven and motivated public sector modernisation, a consensus seeking and inter-governmental approach to eGovernment, trust between actors, the role of informal networks and cooperation with the private sector. The Estonian case thus supports academic arguments in favour of a strong eGovernance model and a high level of inter-governmental cooperation and decision making. While successful in relation to ICT infrastructure, standards, rollout to key enablers and internet voting (iVoting), the article highlights the potential benefits of formalising informal networks and streamline the governance model to minimize the risk of failure if consensus cannot be reached, if personal and institutional capacities and contacts does not exist.