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Personal government is the next stage of digital societies.

Over the past couple of decades, advanced digital societies have evolved from analog to digital government systems, and are now on the verge of entering a new era known as the post-digital era. This era is characterized by a shift towards citizen-centric, personalized, equitable, and sustainable public services.

Post-digital society

Personal government: Digital's next step

Over two decades government systems have moved from analog to digital. We now stand on the brink of the post-digital era, where public services will be citizen-centric, personalized, equitable, and fully sustainable.

01-1
Digitization era

e-Government

Enhanced traditional public services online. More efficient information processing.

02-1
Digital transformation era

Digital Government

End-to-end digital replacement of traditional public services. Whole-of-government approach to service delivery.

03-1
Post-digital era

Personal Government

Citizen-centric digital-first new type of services and capabilities. Whole-of-society approach to service delivery.

The evolution of government digitalization

Personal Government

03. Post-digital era

Citizen-centric digital-first new type of services and capabilities. Whole-of-society approach to service delivery.

Digital Government

 
02. Digital transformation era

End-to-end digital replacement of traditional public services. Whole-of-government approach to service delivery.

e-Government

 
01. Digitization era

Enhanced traditional public services online. More efficient information processing.

Personal Government

 
03. Post-digital era

Citizen-centric digital-first new type of services and capabilities. Whole-of-society approach to service delivery.

Digital Government

 
02. Digital transformation era

End-to-end digital replacement of traditional public services. Whole-of-government approach to service delivery.

e-Government

 
01. Digitization era

Enhanced traditional public services online. More efficient information processing.

The evolution of government digitalization

 

e-Government

2000-2010

Digitization era

Enhanced traditional public services online. More efficient information processing.

Digital Government

2010-2020

Digital transformation era

End-to-end digital replacement of traditional public services. Whole-of-government approach to service delivery.

Personal Government

2020-...

Post-digital era

Citizen-centric digital-first new type of services and capabilities. Whole-of-society approach to service delivery.

* Respective approximate timeline according to the government digitalization journey in Estonia.

Personal Government ecosystem: The citizen sees only personalized opportunities and obligations

The citizen perceives the state only through personalized opportunities and obligations, all while having full control over personal data. Underneath all of this lies a foundation of advanced concepts, digital government infrastructure and services that make it all possible.

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Digitally advanced societies are on their way towards personal government

Personal Government is part of a broader trend observed by organizations such as Gartner, the World Bank, and OECD, referring to the evolution from digital government to the post-digital government or GovTech era. It’s an era where citizens exert more control over their data and trust is built as we shift from a government focus to a citizen-centric approach, and modern platforms, including AI, when current methods fall short, foster innovation and enable smooth user experiences. In fact, Gartner predicts that by 2026, over 75% of governments will measure the success of digital transformation by its lasting impact on the mission.

Government portals
maturity matrix

The Personal Government Maturity Matrix is based on a general maturity model of digital public service portals, charting the journey of eesti.ee specifically and the overall progression of other digital gateways and state service portals. This matrix model distinguishes between information and end-to-end service portals, comparing the various approaches regarding service value and outcomes for users.

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The public service portal maturity matrix: Assess your status

This matrix is based on a general maturity model of digital public service portals, charting the progress of eesti.ee, Estonia’s state portal, as well as the progression of other digital gateways and state service portals. The model distinguishes between information and end-to-end service portals, comparing a variety of approaches concerning service value and user outcomes.

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Examples of Personal Government services

Government in your pocket

Citizens access all their state-held data in one dashboard, eliminating the bureaucratic labyrinth. The system calls attention to expiring documents, licenses, and prescriptions. Messaging functions make government-citizen interactions clear, fast, and efficient. Everything a citizen needs is accessible in three moves of the thumb.

"Trust goes both ways in digital services. Trust helps citizens to share their data, which in turn allows the creation of personalized, high-quality services. At the same time, receiving personalized tailor-made services also builds trust."

Mihkel Solvak, PhD, Associate Professor, University of Tartu

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VISION SUMMARY

Post-digital tax administration

What happens once tax administration goes digital? Is that all? In the future, tax authorities' role will shift from revenue collection to becoming entities that create trust and empower economies.

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