Estonia’s most senior civil servant, secretary of state Taimar Peterkop, shares his insights into leading through crises.  

From dealing with a vulnerability in the country’s digital ID system – which involved updating thousands of digital services – to the country’s response to the COVID pandemic and Russia’s invasion of Ukraine, this is an episode packed with lessons on what to do when government is faced with emergency.  

Taimar’s main learning from the digital ID crisis was the importance of building relationships with the private sector, academia and civil society – so that they can be called upon when the government lacks the internal capabilities to deal with crises on its own.  

“You need all the different players in these situations to talk the same talk and to have the same message: ‘This is the problem, this is the solution, and don't worry’,” Taimar says.  

Through clear and consistent communication with citizens, the Information System Authority, which led the work to secure the IDs and which Taimar headed up at the time, managed not only to retain trust in the digital ID system but to actually increase it. Indeed, following the incident, use of the cards actually began to rise.  

When COVID hit, by which time Taimar had been appointed secretary of state, he took the lessons from that crisis and applied it to his leadership through the pandemic, not least in looking after the wellbeing of public servants, many of whom were having to work 16-hour days. He brought in mental health advisers and gave officials who had done exceptionally well gifts to boost morale. 

Also describing his part in moving management of the pandemic response from the health department to the prime minister’s office and establishing a COVID taskforce; Estonia’s readiness for Russia’s invasion of Ukraine; his background as a lawyer and technologist; and why he has decided to work for two years in his second term rather than the usual five, this is a not-to-miss episode for any public servant interested in how government can prepare in the era of permacrisis.