Taking stock of user-centric design and delivery of digital public services in Europe
The digital transformation of governments across Europe is one of the cornerstones of achieving the Digital Single Market vision, as well as the broader EU2020 goals. The recent Ministerial Declaration emphasises the need to strive towards ‘open, efficient and inclusive, providing borderless, interoperable, personalised, user-friendly, end-to end digital public services to all citizens and businesses – at all levels of public administration.
The Declaration also includes ‘User-centricity principles for design and delivery of digital public services’. The 2017 benchmark provides not only an in-depth analysis of the progress made by European public administrations in their modernisation of service provision; it also delivers the ‘baseline’ against which the progress made by the actions under the new eGovernment Action Plan 2016-2020 can be benchmarked.
This Insight Report presents the main highlights of the assessment of eGovernment services in 34 countries – the European Union Member States, as well as Iceland, Norway, Montenegro, Republic of Serbia, Switzerland, and Turkey – referred to as EU28+ throughout this report. The assessment of these services covers the priority areas of the eGovernment Action Plan. Each priority area is measured by one or more indicators, included in the so-called top level benchmarks:
■ User-centric Government: assesses the availability and usability of public eServices and examines ease and speed of using those eServices.
■ Transparent Government: evaluates the transparency of government authorities’ operations, service delivery procedures and the level of control users have over their personal data.
■ Cross-border Mobility: measures the availability and usability of services for foreign citizens and businesses.
■ Key Enablers: assesses the availability of 5 functionalities, such as Authentic Sources and eID.