Kristina Reinsalu: Engagement runs through everything we do

For nearly two decades, Kristina Reinsalu has been a driving force at the e-Governance Academy, guided by a belief that meaningful change begins with understanding, engaging, and trusting people. This people-first mindset, combined with her dedication and resilience during a demanding year, earned her the title of eGA’s Employee of the Year.  

I. Kristina and eGA: “I’m proud of the trust our partners place in us.”

You’ve worked at eGA for 18 years. What keeps you motivated?  

Variety is built into eGA’s work. Every project brings a new country, new partners, and a new context for digital transformation. This year, I was also positively surprised by colleagues I hadn’t worked with before – their openness and willingness to bring me into their teams was incredibly motivating.  

What makes you most proud of eGA?  

When I joined eGA, we were a small team of six or seven. Today, we are much larger, yet still personal. I’m proud of the impact eGA has had in places like Ukraine, Moldova, and beyond, and of the trust our partners place in us. When people say, “Let eGA do it – we know they can deliver on time and with the required quality,” it’s an enormous responsibility, but also a huge recognition.  

Your focus is on engagement – has it improved over time?  

In Estonia, the change has been significant. Years ago, engagement was often seen as something that added little value. Today, local governments and other public institutions increasingly understand that involving people leads to better decisions and builds trust.  

What has changed is not only awareness, but also expectations. People don’t always expect immediate results; when the purpose and limits of the process are clear, they often enjoy the process itself. Managing expectations has therefore become a key part of meaningful engagement.  

What do decision-makers most often overlook when it comes to engagement and change?  

People are not opponents by default; they fear the unknown. Too often, those being engaged have far less background information than those making decisions. You can’t always share everything, but you can reduce the information gap by explaining possible outcomes and impacts.  

This is especially important in digital transformation. Technology alone doesn’t drive change—people do. Without understanding fears, motivations, and context, even the best digital solutions will fail.  

Another common mistake is trying to change everything through one large engagement process. Engagement works better in smaller, concrete steps. In Tartu’s PHOENIX project, for example, citizen discussions on food waste fed directly into the city’s circular economy roadmap. The process succeeded because it was tangible and locally relevant, and it later contributed to one of this year’s winning ideas in Tartu’s Participatory Budget.  

II. Kristina and sport: “I don’t believe much in excuses.” 

Running plays an important role in your life. Why?  

Sport keeps my mind clear and helps me manage intensity and stress. Without it, I wouldn’t have the same focus or resilience. For me, the real question is how I would cope without sport. I train almost every day, go running, do group workouts, and even do Zumba. These routines, together with the communities around them, keep me grounded and mentally sharp. Everyone needs their own way to stay sharp. This is mine.  

How does the “marathon mindset” translate into your work?  

Very directly. In both marathons and projects, you need preparation, checkpoints, flexibility, and endurance. The hardest part often comes near the end, but that’s also where the reward is greatest.  

Another important lesson is knowing your limits. You can’t always be at peak performance. Sometimes you need to slow down to avoid injury, whether physical or professional.  

What helps when you hit a wall?  

Running often helps me find solutions. Sometimes I listen to podcasts, but in more difficult moments, I run in silence and think things through. Many good ideas come during those runs, and I make sure to write them down straight away.  

What I’ve learned, both from sport and from work, is that there are very few situations without a solution. Often, it’s not about perfect conditions, but about deciding that you will find a way. I don’t believe much in excuses, whether in training or at work. If you set a goal and make the process meaningful, or even enjoyable, you will find a way forward. That mindset carries me through both marathons and complex projects.   

III. Kristina and engagement in practice: “It’s about listening and responding.”  

You’re known for creating a warm and inclusive atmosphere. Where does that come from, and what do we still underestimate about people in engagement? 

My parents were teachers in a rural school, which meant they were also mentors, counsellors, and community figures. There were often extra children at our dinner table, and helping others was simply normal. That openness shaped me deeply.  

What we still tend to underestimate is how different people’s backgrounds and experiences really are. Not everything can be influenced or changed, and engagement cannot be about fitting everyone into one model. The real value lies in finding common ground. When shared concerns are identified, meaningful cooperation becomes possible.  

In practice, this means starting with recognising people as individuals. Professional skills matter, but so do motivation, context, and personal strengths. When people feel seen and understood, they are more willing to engage. 

Is there one book you’d recommend to people working on digital and societal change?  

I recently joined a book club and graduated from Aalto University, so reading is a constant part of my daily routine. If I had to name one, it would be William Bridges’ Managing Transitions: Making the Most of Change.   

More broadly, this year reinforced a simple but demanding lesson: change starts with yourself. From there, it can move to the team, then organisation, then the state, and eventually shape wider society. It may sound obvious, but changing yourself is often the hardest part.  

Looking ahead, what legacy would you like your work to leave?  

That engagement doesn’t remain in a document on a shelf but becomes real practice. Especially in difficult political contexts, I hope our work helps people resist disinformation, strengthen democracy, and believe that change is possible.  

This year has given me new energy and confidence. Engagement is not an add-on, but it runs through everything we do.