Analysis Disruption, a community event for analysts, is back! We are glad you are here and let's dive together to the world of building proactive services. What are we up to? Check out the details 👇
How to build proactive services?
Have you ever dreamed of using the government's seamless e-services, preventing you from taking extra steps to get your things done? Well, we have. Therefore, Analysis Disruption, a community event for analysts, will return in a new setup to look deep into the topic of building proactive e-services.
We will join forces with the Estonian Ministry of Economic Affairs, launching the first event-based e-services in Estonia, and New Zealand's Department of Internal Affairs to learn how to take an innovative leap towards a seamless digital state. In addition, Hendrik Lume, our Senior Business Consultant, will join us from Nortal Germany.
Why proactive services?
Proactive services are as simple and efficient as possible for the user. Widely known platforms like Facebook, Netflix, and Amazon, have been offering proactive services for a long time, setting the barrier high amongst tech giants with successful customer service.
To make the usage of public services easy, we will tackle the question of what it takes to develop user-centric proactive services for governments.
The webinar covers the most critical and exciting aspects, from ethical questions and real-life challenges to planning and implementation. Well-experienced subject matter experts with practical knowledge will join us.
Agenda
16:00 - 16:05
Welcome and Introduction
Merli Üle
Head of Product & CX at Nortal Estonia
16:05 - 16:15
Overview of Proactive Services
Hendrik Lume
Senior Business Consultant @ Nortal
16:15 - 16:30
Estonian Government’s perspective
Kaili Tamm
Head of Services in Digital Nation Development Department at Estonian Ministry of Economic Affairs and Communications
16:30 - 16:45
New Zealand Government’s perspective
Becky Cassam
Manager of SmartStart and Integrated Services at Department of Internal Affairs in New Zealand
16:45 - 17:00
Best practise sharing: Designing and implementing proactive services
Marjana Lazarenkov, Liis Mikk & Pärt Ojamaa
Marjana Lazarenkov, Product Owner at Nortal; Liis Mikk, Senior Product Owner at Nortal and Pärt Ojamaa, Service Designer at Nortal
16:55 - 17:25
Discussion panel
Hendrik Lume, Kaili Tamm, Liis Mikk, Marjana Lazarenkov and Pärt Ojamaa
Moderated by Merli Üle
17:25 - 17:30
Outro & Feedback
Merli Üle
Speakers
Becky Cassam
Smartstart and Integrated Services at Department of Internal Affairs (NZ)
SmartStart is a digital channel that makes it easier for new and expectant parents to access information and navigate government services, including registering the birth of the child. A public servant of more than 30 years, Becky is a firm advocate of having the citizen at the centre of services being designed and has taken that approach with the suite of products currently under the SmartStart umbrella.
Hendrik Lume
Senior Business Consultant and Partner at Nortal
Hendrik Lume, Partner at Nortal, has spent most of the past decade advising organizations on how to stay ahead of tech disruption and thrive in tomorrow's economy. Relying on his background in both the business and public policy arenas, he is currently laser-focused on bringing Nortal's innovations to Germany.
Kaili Tamm
Chief Digital Officer at Estonian Ministry of Economic Affairs and Communications
Her responsibility is to help organizations drive digital transformation to provide human-centric services. Prior joining the government CIO Office in 2021, Kaili had been a practitioner in the field of internal security and public safety for 15 years. Kaili’s professional and academic areas of interest are everything related to human-centric services.
Liis Mikk
Senior Product Owner and Partner at Nortal
An experienced Senior Product Owner with more than 10 years of experience in software development with product management background. Liis has worked as a lead analyst/product owner in multi-disciplinary teams ensuring that business objectives are met while balancing project factors including scope, quality, and risk. Liis has worked in several high value international and local projects both in public and private sector. In addition, Liis has lead the Product Community in Nortal to bring together the best practices from all over Nortal. Liis also has a cum laude master’s degree in information and knowledge management, including certification from the International Institute of Business Analysis.
Marjana Lazarenkov
Product Owner at Nortal
Marjana was the Head of Family Benefits Service on the Social insurance board for almost five years. With the team, they launched the first proactive service in Estonia to make family benefits as easy as possible. They opened self-service, changed the legislation, and cooperated with several institutions in both the public and private sectors. The result is the provision of family benefits by the state without the parents' applications. In 2022, Marjana joined Nortal as a Product Owner.
Pärt Ojamaa
Service Designer at Nortal
Pärt works as a service designer at Nortal. His journey is pretty common in that discipline - starting from graphic design, then turning into UI/UX, and for the last year, he has been on the knotty path of service design. Pärt loves the process of bringing clarity to complex problems. To do so, he combines his visual expression skills with theoretical knowledge from MA studies in culture theory and semiotics. He believes it is all about the effectiveness of project communication when struggling with wicked problems. The light at the end of the tunnel comes from Figma-sketching yourself in workshop mode right through the myriad of we-don't-know-about.
