Challenge
eesti.ee needed continuous improvements so that users could get things done – but the interface lacked context awareness, and service outages outside office hours often went unnoticed or unreported.
Solution
- Real-time monitoring and event-driven alerts. Automatically detects service outages and notifies users and partner institutions around the clock.
- Personalised dashboards. Every citizen sees the content relevant to their situation without having to move between sections.
- In-article service queries. Users can access their own data directly within the content, in the right context.
- Foundation for proactive incident management. The notification layer is designed to evolve from reactive to proactive.
Results
- Service outages are detected and reported around the clock, not just during office hours.
- Users get a context-aware, personalised view of public services.
- Less friction in everyday use of the state portal.
- The foundation is in place to move from reactive to proactive incident management.
Key takeawayThe success of citizen-facing digital services depends on small details – a context-aware interface and quiet, reliable monitoring matter more than big features.