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eGovernment Benchmark 2023: Connecting digital governments

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How citizen centric are Europe’s eGovernment services? The latest European Commission eGovernment Benchmark report reveals that 93% of European government websites are now mobile friendly, yet web content accessibility remains a challenge.

Greater investment in digital government enablers 

As the EU’s Digital Decade advances, the European Commission’s annual eGovernment Benchmark report – produced by Capgemini, Sogeti, IDC and Politecnico di Milano – captures government digital transformation progress in 2021 and 2022, during a crucial time of societal and economic turmoil. It observes remarkable growth in the maturity of government digital services in several countries and an upswing in the use of key enablers, such as electronic identification (eID) and digital mailbox solutions. Find out which countries are leading the digital charge and who is lagging behind in the delivery of human-centered eGovernment services.

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How mature is digital government in Europe?

Striving towards a digital Europe

This is the 20th edition of the Commission’s eGovernment Benchmark report, the EC’s annual analysis of digital government through the eyes of citizens and entrepreneurs. It gives a clear picture of how well the European Union is progressing with its ambitious Digital Decade policy program that aims to make key public services in Europe available 100% online by 2030. 

Monitoring eGovernment in 35 European countries, including the 27 European Union Member States, the latest eGovernment Benchmark measured digital services for specific user groups. The report reveals that there is still some way to go to achieve Europe’s digital ambition in certain areas.  

For example, while 84% of services for national users in Europe are fully online, only 49% of services for cross-border users are similarly available. Further, we discover that businesses enjoy better online government services than citizens.

The report also questions whether online services are truly being designed with users in mind, noting that only 74% of citizens interact online with the government.

How we measure eGovernment

These findings are the result of a benchmarking exercise assessing Europe’s government digital transformation progress along the following four dimensions – in order of maturity:

  • User centricity – To what extent are services provided online? How mobile friendly are they? And what online support and feedback mechanisms are in place? This dimension has an average maturity score of 90%.
  • Key enablers – What technological enablers are in place for the delivery of eGovernment services? With a maturity score of 71%, this dimension shows promising performance.
  • Transparency – Are public administrations providing clear, openly communicated information about their digital government strategies and how their services are delivered? Are they transparent about policy making and digital service design processes, as well as about the way people’s personal data is being processed? Currently at 62%, this dimension can be improved upon by consistent service processes that are clear for the user.
  • Cross-border services – How easily are citizens from abroad able to access and use the online services? And what online support and feedback mechanisms are there for cross-border users? At 57% overall, this dimension has most room for improvement.

To achieve the ambitions of Europe’s Digital Decade, European governments are urged to bridge the three gaps identified by the eGovernment Benchmark between: cross-border users and national users; citizens and entrepreneurs; and local & regional governments and central governments.

Reimagining public services through user-centricity

Highlights

The European leaders are Malta (96 points) and Estonia (92). Other frontrunners are Luxembourg (89), Iceland (88), Finland (86), the Netherlands (85), Lithuania (85), Denmark (85), Latvia (82), Türkiye (81) and Norway (80), while the EU’s largest countries (Germany, France and Italy) are struggling to provide excellent online services to their citizens.

Country overall performance, based on biennial average of 2022 and 2021 data collection

Source: eGovernment Benchmark Insight Report 2023

84% of services for national users and 49% of services for cross-border users are fully online. Moreover, services are often delivered in a more user-centric manner for national users. Cross-border users face many hindrances, such as language issues and being unable to authenticate with their own eID.

% of services online for national and cross-border users

Source: eGovernment Benchmark Insight Report 2023

88% of evaluated central government services are completely online, compared to 76% of evaluated regional government services and 62% of evaluated local government services. Improved interoperability between service providers is key to towards better digital government.

% of (cross-border) services available online, supported by key enablers, per government level

Source: eGovernment Benchmark Insight Report 2023

Citizen services: Human-centered by design

We partner with public sector organizations globally to design, test, iterate and run digital services that put citizens at the center.

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Expert perspectives

Customer experience

What have two decades of tracking Europe’s digital government journey taught us?

Jochem Dogger
Sep 26, 2023
Healthcare

Why Europe’s provision of eHealth services needs a digital injection

Niels van der Linden
Sep 23, 2022
Enterprise management, People experience

A strong need for more accessible public sector websites

Sem Enzerink
Mar 15, 2022
Digital inclusion, Innovation, Technology

Towards a digital citizen-centric city

Capgemini
Feb 4, 2022
Customer experience, Digital inclusion

Is government doing enough to enable an inclusive aging digital society?

Capgemini
Dec 15, 2021

Meet our experts

Marc Reinhardt

Executive Vice President, Public Sector Global Industry Leader
“We are proud to be a leading partner to public sector organizations globally, supporting mission-critical systems that touch the lives of millions of citizens and users every day. While developing the next generation of citizen-centric, inclusive public services, we are also enabling organizations to transform to tackle the most important challenges our societies face. As we look to the 2030 targets of the Paris Agreement and the UN Sustainable Development Goals, it’s clear that technology is a tool for achieving better outcomes, and that societal purpose should be a driving force behind the sector’s use of digital to perform and transform.”

Niels van der Linden

Vice President and EU Lead at Capgemini Invent
“Making it easy for citizens and businesses to engage with government increases the uptake of cost-effective and more sustainable digital services. Currently, however, many governments do not yet share service data, missing out on the one-government experience and preventing them deriving actionable insights from monitoring and evaluating the state-of-play. We help to design, build, and run trusted, interoperable data platforms and services built around the needs of citizens and businesses.”

Nia Roberts

Senior Manager, Digital Factories – Business Technology – Capgemini Invent UK
“Putting citizens at the heart of public services needs to be a top priority for governments in order to ensure that citizens’ needs are being met. Our tried and tested life-event framework empowers governments globally to deliver human-centric services that are inclusive and accessible to anyone who needs to use them, while providing value for public money.”

Amandine Tristani

Senior Consultant, Capgemini Invent
“We leverage our extensive experience in the public sector to help governments build human-centered services, reshaping them around life events. A life event framework enables citizens’ needs to be anticipated and proactively serviced in an accessible and compassionate manner that takes into consideration their individual circumstances.”

Jochem Dogger

Manager in the Data, Research & Evaluations team
“The public sector is increasingly realizing the potential of the data it gathers to improve citizens’ lives. The challenge ahead is to keep using data in an ethical and responsible manner, while opening up vital data sources to citizens and entrepreneurs and facilitating interoperable data exchange between institutions. This will enable governments to realize the economic, societal, political and environmental benefits that data has to offer.”

Sem Enzerink

Manager and Digital Government Expert, Capgemini Invent
“Let’s shape digital governments that are well-connected. Well-connected to their users, to each other and to the latest technologies. Europe is ready for a new generation of digital government service to impact and ease the lives of citizens and entrepreneurs.”

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