Enhancing Public e-Service Delivery: Recognizing and Meeting User Needs of Youngsters in Estonia Marili Ruus 1 , Ingrid Pappel 2 , Valentyna Tsap 2(&) , and Dirk Draheim 2 1 Elevator Startups, Tallinn, Estonia marili@elevatorstartups.com 2 Tallinn University of Technology, Tallinn, Estonia {ingrid.pappel,valentyna.tsap, dirk.draheim}@taltech.ee Abstract. The aim of this paper is to investigate the key characteristics that refrain Estonian youngsters from using public e-services and to study whether the level of engagement could be increased by redesigning the current e-service user experience. The technology acceptance model and its derivatives are used as background theoretical concept in combination with the design sprint tool for introducing an improved proactive and engaging e-service. We conduct an empirical study on the basis of interviews and a workshop with the target group. A prototype of an improved e-service is developed and the results of its validation are presented. The research outcomes point to the increasing importance of proactive delivery of public e-services. Moreover, we suggest to consider the benefits of implementing communication bridges between young- sters and governments via online channels. Keywords: E-services Á User experience Á Youngsters 1 Introduction The rapid development of IT solutions has introduced convenient digital services not only into the private sector, but also to the public sector becoming one of the com- munication channels between the government and citizens [9, 16, 20]. New opportu- nities as well as obstacles for the implementation of new solutions and communicating the changes to citizens have occurred [14]. Therefore, electronic services come win an expanded accessibility and convenience providing public sector with numerous opportunities for innovation. The success of these projects, however, still depends on the willingness to adopt these solutions [3, 24]. Moreover, when considering the public sector, it cannot be just about digitalizing the existing public services, but reengineering the processes and redesigning service delivery and adjusting them to the IT infrastructure. The e-governance approaches are now present in all policy areas in Estonia. The Ministry of Economic Affairs and Communications has set a goal to reach e-society - integrate all levels in service delivery by enhancing the collaboration between the © Springer Nature Switzerland AG 2019 D. A. Alexandrov et al. (Eds.): DTGS 2019, CCIS 1038, pp. 29–40, 2019. https://doi.org/10.1007/978-3-030-37858-5_3