How citizen centric are Europe’s eGovernment services? The latest European Commission eGovernment Benchmark report reveals that 93% of European government websites are now mobile friendly, yet web content accessibility remains a challenge.
Greater investment in digital government enablers
As the EU’s Digital Decade advances, the European Commission’s annual eGovernment Benchmark report – produced by Capgemini, Sogeti, IDC and Politecnico di Milano – captures government digital transformation progress in 2021 and 2022, during a crucial time of societal and economic turmoil. It observes remarkable growth in the maturity of government digital services in several countries and an upswing in the use of key enablers, such as electronic identification (eID) and digital mailbox solutions. Find out which countries are leading the digital charge and who is lagging behind in the delivery of human-centered eGovernment services.
How mature is digital government in Europe?
Striving towards a digital Europe
This is the 20th edition of the Commission’s eGovernment Benchmark report, the EC’s annual analysis of digital government through the eyes of citizens and entrepreneurs. It gives a clear picture of how well the European Union is progressing with its ambitious Digital Decade policy program that aims to make key public services in Europe available 100% online by 2030.
Monitoring eGovernment in 35 European countries, including the 27 European Union Member States, the latest eGovernment Benchmark measured digital services for specific user groups. The report reveals that there is still some way to go to achieve Europe’s digital ambition in certain areas.
For example, while 84% of services for national users in Europe are fully online, only 49% of services for cross-border users are similarly available. Further, we discover that businesses enjoy better online government services than citizens.
The report also questions whether online services are truly being designed with users in mind, noting that only 74% of citizens interact online with the government.
How we measure eGovernment
These findings are the result of a benchmarking exercise assessing Europe’s government digital transformation progress along the following four dimensions – in order of maturity:
User centricity – To what extent are services provided online? How mobile friendly are they? And what online support and feedback mechanisms are in place? This dimension has an average maturity score of 90%.
Key enablers – What technological enablers are in place for the delivery of eGovernment services? With a maturity score of 71%, this dimension shows promising performance.
Transparency – Are public administrations providing clear, openly communicated information about their digital government strategies and how their services are delivered? Are they transparent about policy making and digital service design processes, as well as about the way people’s personal data is being processed? Currently at 62%, this dimension can be improved upon by consistent service processes that are clear for the user.
Cross-border services – How easily are citizens from abroad able to access and use the online services? And what online support and feedback mechanisms are there for cross-border users? At 57% overall, this dimension has most room for improvement.
To achieve the ambitions of Europe’s Digital Decade, European governments are urged to bridge the three gaps identified by the eGovernment Benchmark between: cross-border users and national users; citizens and entrepreneurs; and local & regional governments and central governments.
Reimagining public services through user-centricity
Key highlights
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Malta leads the way, followed by Estonia and Luxembourg
The European leaders are Malta (96 points) and Estonia (92). Other frontrunners are Luxembourg (89), Iceland (88), Finland (86), the Netherlands (85), Lithuania (85), Denmark (85), Latvia (82), Türkiye (81) and Norway (80), while the EU’s largest countries (Germany, France and Italy) are struggling to provide excellent online services to their citizens.
Country overall performance, based on biennial average of 2022 and 2021 data collection
Source: eGovernment Benchmark Insight Report 2023
Governments need to bridge the gap between cross-border users and national users
84% of services for national users and 49% of services for cross-border users are fully online. Moreover, services are often delivered in a more user-centric manner for national users. Cross-border users face many hindrances, such as language issues and being unable to authenticate with their own eID.
% of services online for national and cross-border users
Source: eGovernment Benchmark Insight Report 2023
Local and regional government has to close the online availability gap
88% of evaluated central government services are completely online, compared to 76% of evaluated regional government services and 62% of evaluated local government services. Improved interoperability between service providers is key to towards better digital government.
% of (cross-border) services available online, supported by key enablers, per government level
Lars Kullberg is head of the Public & EUC sectors in Sweden. In addition to his role he also leads CSR for Capgemini Sweden. Lars brings more than 25 years of experience from the industry and has been with Capgemini for more than 15 years where he has held several leading positions in the company.
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