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Action 2 in Estonia flag Estonia

Member States will develop personalised online services, including functions such as monitoring the progress of transactions with public administrations.

Indicator Status Evidence
Have you developed any personalised services? Yes After authentication users of citizen portal can see personalized information and use services linked to personalized information. In Estonia all state authorities (29 authorities) have websites where citizens could search information and download applications, fulfill the different forms and queries, sign it with digital signature and send it to authorities via e-mail.
Are those personalised services available via multiple channels? Yes In Estonia we must provide services via 2 channels: electronic and physical. Authorities with big client base (such as Health Security Board, Tax and Customs Board, Police) have service bureaus at least in every county (in Estonia there are 15 counties). Via online citizen portal you can order notifications with SMS or e-mail. Same kind of functionalities are used in some authorities self-service portals (for example Tax and Customs Board).