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This case study has a slightly different format to the others in the SEE Library, as it is drawn from the second SEE Policy Booklet - Realising Sustainability and Innovation through Design: Making it Happen in Communities, Industry, Public Sector & Policy-Making (May 2010).

An example of how the public sector could champion sustainable and innovative solutions is through more efficient, user-centred public services. Design has proved itself as a strategic tool for developing sustainable solutions in the private sector, and it is equally relevant for the public sector. With greater pressure for increased accountability in public-sector management, design offers the opportunity to provide innovative and sustainable solutions for stimulating behaviour change in society as a whole through the provision of better public services. According to Damini Kumar, EU Ambassador for Creativity and Innovation, design thinking ‘is an approach to public service redevelopment which, by putting people first, creates solutions that are not only innovative but viable, fit for purpose and desirable to use’.  The case study below demonstrates the development of a transparent and inclusive government interface, in which design thinking was applied during the planning stage.

Over the last decade Estonia has systematically pursued the development of the e-state and e-government. According to the 2008–2009 Global Information Technology Report, published by the World Economic Forum, Estonia is ranked 18th out of 134 countries in the Networked Readiness Index, the highest-ranking Central and Eastern European country. In 2001, the Estonian government launched the central database X-Road, which currently provides access to 67 different databases and 687 online services. X-Road enables secure access to public services on the internet with a digital signature for e-elections, e-schools, e-government, e-police, e-health and the e-tax office. In 2008, 88% of income taxes were declared on this system. In the same year the national ID card became a means for online identification that was used by 90% of the population to perform financial transactions, submit government forms, purchase public transport tickets, amend individual profiles on the X-Road portal, submit digital signatures and vote in elections. The parliamentary elections in 2007 were a second opportunity for Estonian citizens to vote from home and turnout using this method represented 5.5% of the total. Design thinking was involved at the outset for strategic planning in order to coordinate the diverse range of services available on the X-Road system and to explore creative methods for engaging the public. X-Road has promoted a culture of transparency in the public sector and active citizen participation in public management. This behaviour change in the public sector is setting the bar for disseminating good practice in sustainability and innovation via design throughout society. The secure digital signature used on X-Road means that government in the country has been paperless and therefore more sustainable since 2001.

For more information visit: www.ria.ee/indexphpid27309

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