Conclusions and way forward by Mihkel Lauk, Estonia, at the 3rd and last webinar, taking place on 1 April 2021, which puts the focus on moving towards seamless public service delivery. This event takes place in the framework of a series of 3 webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.

1. © OECD
Towards seamless public
service delivery
Seamless service conceptual examples
Mihkel Lauk
E-governance and digital transformation expert, Estonia
1st April 2021

2. Seamless service conceptual
examples
• Life event service - Having a child:
https://www.youtube.com/watch?v=bk8TO2
SLEEE
• Life event service – Hierarchy of the life
events:
https://www.youtube.com/watch?v=1c8aGB
ZLUA4
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3. Thank you!
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4. © OECD
Towards seamless public
service delivery
Conclusion and way forward
Mihkel Lauk
E-governance and digital transformation expert, Estonia
1st April 2021

5. Governance model for the life
event services
• The governance model answers the following
questions:
• How to co-operate across the institutions?
• How to reuse the data share it properly?
• How to synchronise the priorities?
• How to fund the developments?
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6. Governance model for the life
event services: levels
• Three levels of governance:
• Management of the state public service
portfolio, including life event service portfolio
as a sub-portfolio.
• Management of life event services.
• Management of life event steps (direct public
services aka component services).
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7. Governance model for the life
event services: roles 1
• Public Service Portfolio Manager manages the whole
comprehensive public service catalogue (incl. direct, support
and life event services). This role is authorised to manage
the state level coordination of all public services.
• Life Event Service Portfolio Manager manages sub-portfolio
of life event services and coordinates their development and
management.
• Life Event Service Owner manages a particular life event
service, knows all the context within the service value chain
and is authorised to maintain the service content as a whole.
• Component Service Owner manages the concrete direct
public service as part of the life event service.
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8. Governance model for the life
event services: roles 2
• Component Service Provider is actually delivering the public
service. Commonly the Owner and the Provider are the
same authority. However, there are situations when the
roles are divided, i.e. some social security services
(rehabilitation services).
• Public Audience – all parties related to the life event service,
i.e. citizens as clients, all other interested parties.
• IT Industry is important role in planning and developing life
event services as well as developing the next generation
digital government architecture.
• State Information System Owner has authorised to maintain
the state level architectural and interoperability principles
for the public service delivery.
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9. Conclusion and way forward
• User centric approach (citizen and business)
• Methodologies and methods
• Public Service Management Maturity Model
• Building blocks & ICT capabilities
• Governance model
• Sharing practices and learning
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10. Thank you!
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