The 2017 European eGovernment Benchmark Report

2017 European eGovernment Benchmark Report

The 14th Benchmark Measurement of European eGovernment Services has just been published by the Commission.

Based on a survey of 10,000 websites across all EU countries, the benchmark exercise evaluated the quantity and quality of digital service relating to four life events – starting a business, losing and finding a job, studying and family life.

Four top-level benchmarks were used covering important EU policy priorities.

These included:

  • User Centricity – the extent to which a service or information concerning the service is provided online.
  • Transparency – the extent to which governments are transparent regarding the process of service delivery; their own responsibilities and performance; and the personal data involved.
  • Cross Border Mobility – the extent to which customers of public services users can use online services in another European country.
  • Key enablers – the extent to which technical pre-conditions for e-government service provision are used.

Across Europe, the leading exemplars of ‘best practice’ are Malta and Portugal with nearly all e-government services being either automated or fully online. Latvia, Sweden, France, the Netherlands, Italy, Cyprus, Switzerland, Bulgaria, Greece, Hungary and the Republic of Serbia are all cited for praise.

By contrast, the UK’s performance is mid-table at best coming in 20th place in terms of the percentage of services delivered online. Ranked lower than the countries listed above, the UK’s overall score of 59% compares badly with most of the other bigger European nations with Germany and Spain on 76%, Italy on 64% and France on 63%.

On a more positive note, the UK has made good progress in improving the transparency of personal data, scoring 70% against an EU average of 53%, but this is countered by lack of transparency of service delivery, where the UK stands at 41%, compared to an EU average of 50%.

The report notes that the major challenge facing the UK in climbing up the ranks is to increase the availability of key enablers such as electronic identification and authentication sources.

Overall, the report concludes that EU countries are moving in the right direction on digital public service delivery, but important issues remain to be resolved especially around user centricity and transparency.

The full report can be accessed here – eGovernment Benchmark 2017 Taking stock of user-centric design and delivery of digital public services in Europe.