| Europe's online public
services still progressing but more proactive citizen focused
approach needed
February 6th 2003 - Cap Gemini
Ernst & Young today released the latest results of its
survey on electronic Public Services in Europe. Completed
on behalf of the European Commission the report looks at the
progress that Europe is making in providing online services
to both citizens and businesses.
This survey, conducted for the third time, is a core part
of the eEurope programme launched by the European Union to
bring the benefits of the information society to all Europeans.
The measurement criteria covered the level of on line interaction
and the overall availability of public services online.
For the 20 public services analysed across the 15 EU member
states, plus Norway, Iceland and Switzerland, the online sophistication
has grown by 15%-points in one year from 45% to 60% with Denmark,
Sweden, Ireland and Finland showing progress beyond the level
of two-way interaction.
The greatest progress has been made by online services for
businesses. In almost every country, public services for businesses
score significantly higher than those for citizens and this
gap is growing.
Through four distinct levels of interaction going from simple
online information to full electronic case handling, the sophistication
of online services was measured and grouped into the following
4 key areas:
- Income-generating: services where payment flows
from citizens and businesses to the government (mainly taxes
and social contributions)
- Registration: services related to recording data
as a result of administrative obligations (births, deaths,
marriages)
- Returns: services provided by government to citizens
and businesses in return for taxes and contributions (eg
public libraries)
- Permits & licences: documents provided by governmental
bodies giving permission to build a house, to run a business
etc.
Overall income-generating services are the most developed
online and have shown the greatest progress throughout the
life of the survey. "Permits & licences" on the other
hand still require substantial improvement.
Country-wise, Sweden and Ireland show the highest level of
online sophistication. Although in Luxembourg, Belgium and
Germany, the online presence of service providers, such as
towns, cities, universities, libraries, etc., is above average
their level of sophistication online is less developed.
"The results show that in the past year significant progress
has been made by European governments in providing strong
online services around income-generation." said Stanislas
Cozon Vice President, Cap Gemini Ernst & Young "European
Governments now need to focus more on the other services particularly
those most relevant to citizens" - and overall ensure that
they have the right approach to implement successfully"
"The objective of the survey is to provide a benchmark for
the European nations and to share best practice. Whilst some
countries should accelerate further, several countries already
have the main basic public services online." said European
Commissioner Erkki Liikanen. "eGovernment in Europe
should now focus more closely on the transformation of government
authorities into customer-oriented service providers.".
About Cap Gemini Ernst & Young The Cap Gemini
Ernst & Young Group is one of the worlds's largest providers
of Consulting, Technology and Outsourcing services. The company
helps businesses implement growth strategies and leverage
technology. The organisation employs approximately 53,000
people worldwide and reported 2001 global revenues of more
than 8.4 billion euros.
More information about individual service lines, offices
and research is available at www.cgey.com
Group Press Contact :
Philippe Guichardaz
Tel : +33 (1) 47 54 50 45
Email : philippe.guichardaz@cgey.com |
