Re-thinking Europe’s digital transformation

Publish date:

Something’s going wrong on Europe’s journey to digital inclusion. Despite more than a decade of eGovernment initiatives, use of public online services is not meeting expectations. This is one of the findings in the annual eGovernment Benchmark Measurement of European eGov services. Conducted by Capgemini the survey highlighted progress towards eGov across Europe in four […]

Something’s going wrong on Europe’s journey to digital inclusion. Despite more than a decade of eGovernment initiatives, use of public online services is not meeting expectations. This is one of the findings in the annual eGovernment Benchmark Measurement of European eGov services.

Conducted by Capgemini the survey highlighted progress towards eGov across Europe in four areas: user centricity, transparency, cross-border mobility, and key enablers such as eID and eDocuments. Based on current progress, there’s still a long way to go.

Perhaps the digital bar has been set too high. Certainly, with delivery of Europe’s eGov Action Plan for fulfilling the Digital Agenda due next year, a new approach is required. The EC report outlining the eGov Benchmark findings and recommendations doesn’t suggest the target is too ambitious, but it does make the case for “a thorough re-think of how public services are organised”.

It adds that this rethink must embrace “the extent to which governments can re-use data, to reduce burdens, and deliver faster and better quality services”. By taking this step back and reassessing the situation, Europe can still benefit from the innovative public services that the EC believes will deliver on the European advantage.

Before that, however, governments need to include both tech-savvy, young mobile-using citizens and those at risk of digital exclusion in their digital transformation policies.  The Benchmark report recommends designing services for these different user groups around life events, where an integrated set of services is organised around the life event of the user, regardless of government departments and tiers of activity. These life events include losing and finding a job, studying, and starting a business. It’s an approach successfully adopted by agencies in both Poland and Norway.

So, while the digital journey is progressing more slowly than hoped, there are ways in which it can ramp up a gear.

Download the 2013 eGovernment Benchmark report ‘Delivering the European Advantage’.

Related Posts

Customer Experience

Do you have the right model in place for Segregation of Duties?

Tanya Anand
Date icon October 31, 2018

Cyber Security Risk is a major focus for every major organization today. Much is being made...

Customer Experience

Over-The-Top Providers: how have they revolutionized the customer experience?

Janika Parmar
Date icon October 9, 2018

Who else has paused their social life to be fully engrossed in Netflix or Amazon Prime...

cloud

Capgemini launches strategic initiative with Amazon Web Services

Sophie Pierre-Davis
Date icon September 19, 2018

Capgemini and Amazon Web Services to accelerate enterprise digital transformation via cloud...

cookies.

By continuing to navigate on this website, you accept the use of cookies.

For more information and to change the setting of cookies on your computer, please read our Privacy Policy.

Close

Close cookie information