Research

The project performed a cost comparison of the basic services of the Estonian IT Centre (computer workstation and basic infrastructure) with the same services offered on the market. Services from all over the world and from both public and private providers were compared. The aim of the project was to identify how the price of the services provided by RIT compares to other similar services in the market.

In 2023, the Estonian IT Centre commissioned a legal analysis, the aim of which was to analyse the legal framework for the provision of RIT services, identify the needs for improvement of the current legal situation and propose relevant amendments. The analysis included:

• the legal basis for the activities of RIT as an ICT service provider,
• the legal basis for the activities of client institutions as users of the ICT services,
• the scope of the rights, obligations, responsibilities and competences of RIT and client institutions,
• the nature of a legal relationship based on a voluntary cooperation agreement,
• bottlenecks in the current situation, in order to draw up (regulatory) proposals for improvements.

Every year, the Estonian IT Centre carries out a satisfaction survey among users of the computer workstation services.

The survey is carried out using the CSAT (Customer Satisfaction Score) method, which is designed to measure customer satisfaction and is most commonly calculated by summing the number of satisfied customers and dividing the result by the total number of respondents, multiplied by 100, which gives the percentage of satisfied customers.