Discover the eGovernment benchmark 2022
How mature is digital government in Europe? To answer this question,
the eGovernment Benchmark
[https://digital-strategy.ec.europa.eu/en/library/egovernment-benchmark-2022]
compares yearly how governments across Europe deliver digital public
services. It evaluates eGovernment services in the 27 EU Member States
as well as Iceland, Norway, Switzerland, Albania, Montenegro, North
Macedonia, Serbia and Turkey.

In the European Commission’s 2022 eGovernment Benchmark report
[https://prod.ucwe.capgemini.com/wp-content/uploads/2022/07/eGovernment-Benchmark-2022-1.-Insight-Report.pdf],
four dimensions of eGovernment have been measured:

 	* User centricity – _To what extent are services provided online?
How mobile friendly are they? What online support and feedback
mechanisms are in place?_ According to the 2022 results, user
centricity is the most mature dimension, with 81% of government
services in Europe being available online and 6% of them being
proactively delivered thanks to data re-use.
 	* Transparency – _Are public administrations providing clear,
openly communicated information about how their services are
delivered? Are they transparent about policymaking and digital service
design processes, as well as about the way people’s personal data is
being processed?_ In this regard, the 2022 report shows that the
majority of government portals (58%) inform users on whether and which
of their personal data has been consulted and processed by public
administrations.
 	* Key enablers – _What technological enablers are in place for the
delivery of eGovernment services?_ These enablers include official
electronic identification tools (eID) — used by two thirds of all
services in Europe to allow users to identify themselves — as well
as interoperable data systems, which help governments to pre-fill 67%
of online application forms.
 	* Cross-border services – _How easily are citizens from abroad
able to access and use online services? What online support and
feedback mechanisms are in place for cross-border users?_ According to
the 2022 eGovernment Benchmark, less than half (46%) of services are
accessible for international users because the service is in a
language they do not understand, and few accept eIDs from other
European countries.

Along these four dimensions, countries with the highest overall score
are Malta (96%) and Estonia (90%), followed by other frontrunners such
as Luxembourg (87%), Iceland (86%), the Netherlands (85%) and Finland
(85%). The EU27+ overall performance lies at 68%.

Based on these results, the 2022 eGovernment Benchmark also gives
three key recommendations for European governments, including further
prioritising user-centric design in their public services,
rationalising the delivery of eGovernment services in alignment with
the user journey and reinforcing interoperability of data exchange and
eIDs.

 

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Publication Date/Time
2022-10-03T09:00:00+00:00
Read how governments across Europe are doing in delivering digital
public services