We recently announced the launch of the latest eGovernment benchmark survey which we carried out on for the European Commission (link to press release) earlier this week. The benchmark seeks to establish the maturity of provision and adoption of government services across digital channels.
The survey of 28,000 people across all EU countries rates their opinion of public eServices, alongside a detailed analysis of around 30 services for three high-impact life-events: starting a business; losing and finding a job; and going through higher education.
As Richard Kershaw, VP, Central Government Services, Capgemini Consulting writes in PublicService.co.uk, though, “one in two citizens now engage with government services using a digital channel, [but] while the availability of government services digitally is now generally high, usage and satisfaction still need improvement particularly when compared that with private sector digital services.”
It is a point corroborated by Stephen Kelly, the UK government’s chief operating officer. Kelly told the HMRC SME Innovation Expo that approximately 80 per cent of car insurance transactions are completed online compared to only 50 per cent of car tax transactions.
Finally, Dinand Tinholt, VP, EU account executive, Capgemini, writing for the Information Daily, said: “Driving greater adoption of eGovernment services depends on breaking the vicious circle of lack of faith reinforced by a poor user experience. Culturally, linguistically and demographically, Europe is incredibly diverse, but governments must rise to the challenge of developing customer-centric services that can offer services to specific audiences on their terms, delivering quality, consistency and transparency.”
I’ve included an infographic that pulls out some of the key stats from the study and analyses: