---
title: "Service-based management · Sunergos"
description: "We have supported the Estonian Health Insurance Fund and the Ministry of Social Affairs on their journey to a service-based organisation. We help you avoid the well-known pitfalls and find your own way."
url: https://www.sunergos.ee/en/services/service-based-management/
language: en
---

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2.  / [Services](https://www.sunergos.ee/en/services/)
3.  / Service-based management

# The customer at the centre, responsibility made clear.

We have supported the Estonian Health Insurance Fund and the Ministry of Social Affairs on their journey to a service-based organisation. We help you avoid the well-known pitfalls and find your own way.

[Let’s discuss your journey](https://www.sunergos.ee/en/contact/)

3years

the Health Insurance Fund’s journey to service-based management

8portfolios

in the Health Insurance Fund’s new structure instead of the previous 12 departments

Service-based management

## How we support you.

Every organisation’s journey is different. We start from why the change is needed and move step by step.

1.  01
    
    ### Planning the change
    
    Setting the goals, launching a service management working group and choosing pilot services to test the new approach before a wider roll-out.
    
2.  02
    
    ### Roles and structure
    
    Clarifying the roles, responsibilities and cooperation of service owners, portfolio managers and heads of department.
    
3.  03
    
    ### Core teams
    
    Creating and supporting service core teams so that they work towards shared goals across the service life cycle.
    
4.  04
    
    ### Development process
    
    Distinguishing service and project goals, preliminary analysis and evaluating results as part of the development process.
    
5.  05
    
    ### Metrics
    
    A system of metrics that helps manage the service every day, not just report at the end of the year.
    
6.  06
    
    ### Developing service owners
    
    Coaching, supervision and service management game cards that help service owners grow into their role.
    

Client stories

## Changes we have made together.

Our clients share their journey themselves: what prompted the change, what worked and what they would do differently.

[All client stories](https://www.sunergos.ee/en/blog/)

[Estonian Health Insurance Fund · Service-based management 3years From a process-based organisation to a service-based one, where every service has a clear owner across the whole chain. Read the story](https://www.sunergos.ee/en/blog/client-story-the-health-insurance-funds-journey-to-service-based-management/)

[Eesti Loto · Organisation 5steps From a half-century-old company with pyramid management to an organisation managed by products. Read the story](https://www.sunergos.ee/en/blog/client-story-from-pyramid-to-product-based-management-in-five-steps/)

[All client stories](https://www.sunergos.ee/en/blog/)

Team

## Who supports you.

Service-based management consultant and coach Monika Prits, together with partners experienced in managing services and products at Telia and elsewhere.

[All 9 partners](https://www.sunergos.ee/en/about-us/)

[![Monika Prits](https://www.sunergos.ee/images/team/monika-prits.jpg) Monika Prits Change and strategy](https://www.sunergos.ee/en/about-us/#monika-prits)[![Kuldar Hansen](https://www.sunergos.ee/images/team/kuldar-hansen.jpg) Kuldar Hansen Customer experience and quality](https://www.sunergos.ee/en/about-us/#kuldar-hansen)[![Enn Saar](https://www.sunergos.ee/images/team/enn-saar.jpg) Enn Saar Teams and strategy](https://www.sunergos.ee/en/about-us/#enn-saar)

[All 9 partners](https://www.sunergos.ee/en/about-us/)