Riigikontroll

The National Audit Office found that irrespective of a few positive changes, the quality of provision of public services in information society has not improved significantly in comparison to 2007. Information about the services is still difficult to find on websites and people who use public services must still submit unjustified documents, proof of facts or go to administrative agencies in person. A positive example is registration of a person’s place of residence, which has become considerably easier and user-friendlier than in 2007 as a result of the development of the state portal.
2007 Audit Report: The National Audit Office audited the quality of public services, analysing the compatibility of provision of these services with the principles of good administration. The principles of good administration require that people be burdened as little as possible in their relations with public authorities: a person must be able to exercise a right or perform an obligation with as little waste of time as possible and as conveniently as possible, without unwarranted formalities and costs. In the information society, this means, among other things, the possibility of performing acts via the Internet if this is acceptable to the person in question. Even though state and local government agencies have made efforts to implement the principles of good administration, the National Audit Office cannot affirm that the quality of public services which is required in the information society is always guaranteed.