The eGovernment Benchmark 2017 puts the spotlight on the current state of digital transformation within European public administrations, analyzing to what extent they are "on track" to achieve their digital goals. This year's eGovernment Benchmark, which monitored over 10.000 websites in all EU member countries, assessed the quality and quantity of services in relation to four defined areas: opening a business, the loss or access to a job, study and family life. The report highlights that the number of online services offered continues to increase in the European public sector. While quantitatively, countries have increased the availability of online public services, qualitative measures (for example offering more transparent procedures and filling in online forms with personal information in advance) are key to improve the entire experience with digital services.
Plenty of space to increase transparency and promote digital enablers
In general, the performance of eGovernment in Europe is heading in the right direction. For example, good progress has been made in the creation of websites available on a mobile platform, with more than half of the services (54%) being mobile friendly (compared to 27% in 2015). The centrality of the user in European public services, which has reached around 85%, indicates the high level of availability of online services and the possibilities for interaction and feedback between citizens and public administrations. Furthermore, cross-border mobility has also increased slightly. Extending implementation of the eIDAS directive is likely to increase the amount of information and services available to European citizens when they start a business or study abroad.
In order to take the next step, the measures that regulate transparency and investments in the main digital enablers, such as the electronic identity card and Authentic Sources for the reuse of data, will be fundamental. As far as transparency is concerned, public authorities have to catch up on the accessibility of information regarding the process of providing services, their responsibilities and performance, as well as the use of personal data. Along with transparency, the use of key enabling technologies such as the electronic identity card and Authentic Sources still has room for improvement. In 2016, some progress was made regarding their availability but, despite this, progress is still modest, given that the data is measured over a two-year time horizon. For example, it is possible to use the electronic identity card only in one European public service out of two (52%), while the advance filling in of online forms with user data already available to the Public Administration stands still at 47%.
Domenico Leone, Head of Public Sector of Capgemini Italy, he said: “The eGovernment Benchmark 2017 study has shown positive signs and the recent Tallinn Ministerial Declaration demonstrates that the public sector is taking the issue of digital transformation very seriously. Now governments have to challenge themselves, improve the skills of their officials and, in general, increase their degree of openness towards eGovernment in order to really benefit from digital services”.
Is the Digital Single Market around the corner?
Completing the Digital Single Market could contribute €415 billion a year to the European economy, create new jobs and significantly improve public services. This year's results show that the idea of a Digital Single Market is taking shape more and more. The gap in service provision for domestic and foreign users is narrowing, with three out of five services (60%) being available online in various countries. The usability of cross-border services has also improved (to 78%). This highlights the fact that both citizens and businesses have access to advanced online assistance, support and complaints features. Continuous sharing of best practices enables public authorities across Europe to continue to improve their online services. Persistent eGovernment innovation will realize the benefits of the Digital Single Market and change the relationship between public organizations and citizens for the better.
