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【Capgemini】2023年电子政府基准:连接数字政府(英).pdf
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【Capgemini】2023年电子政府基准:连接数字政府(英).pdf
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eGovernment
Benchmark 2023
Insight Report
Connecting Digital Governments
INSIGHT REPORT
Written by Capgemini, Sogeti, IDC and Politecnico di Milano
for the European Commission Directorate General for
Communications Networks, Content and Technology
September 2023
DG CONNECT
2
Manuscript completed in July 2023
1
st
edition
PROJECT TEAM
Capgemini: Niels van der Linden, Jochem Dogger,
Sem Enzerink, Ruben Steendam & Martin Page
Sogeti: Sandrine Cipponeri & Erlend Firth
IDC: Massimiliano Claps & Alba Balla
Politecnico di Milano: Giuliano Noci, Michele Benedetti
& Giulia Marchio
Contact: Niels van der Linden (Project Manager
eGovernment Benchmark)
E-mail: niels.vander.linden@capgemini.com
LEGAL NOTICE
This document has been prepared for the European
Commission however it reects the views only of the
authors, and the European Commission is not liable
for any consequence stemming from the reuse of
this publication. More information on the European
Union is available on the Internet
(http://www.europa.eu).
PDF | ISBN 978-92-68-05653-0 |
doi: 10.2759/474056 KK-BH-23-001-EN-N
Luxembourg: Publications Oce of the European
Union, 2023
© European Union, 2023
The reuse policy of European Commission documents
is implemented by the Commission Decision
2011/833/EU of 12 December 2011 on the reuse
of Commission documents (OJ L 330, 14.12.2011,
p. 39). Except otherwise noted, the reuse of this
document is authorised under a Creative Commons
Attribution 4.0 International (CC-BY 4.0) licence
(https://creativecommons.org/licenses/by/4.0/). This
means that reuse is allowed provided appropriate
credit is given and any changes are indicated.
For any use or reproduction of elements that are
not owned by the European Union, permission may
need to be sought directly from the respective
rightholders.
EUROPEAN COMMISSION
Directorate-General for Communications Networks,
Content and Technology
Directorate B — Digital Decade and Connectivity Unit B.2
— Digital Decade Coordination
Contact: Petra Kleininger (Project Ocer for the
eGovernment Benchmark Data Collection)
E-mail: CNECT-BENCHMARK-EGOV@ec.europa.eu
European Commission
B-1049 Brussels
eGovernment Benchmark 2023 Insight Report
TABLE OF
CONTENTS
EXECUTIVE SUMMARY 04
Glossary of Key Terminology 08
INTRODUCING THE EGOVERNMENT BENCHMARK 09
eGovernment in dire times 10
The eGovernment Benchmark: Europe’s comparative study into
Digital Governments 10
Analysing performance in the light of policy priorities 11
EUROPE’S STATE OF PLAY 12
Overall Maturity: Malta and Estonia lead the way 13
Key dimensions: User Centricity remains the spearhead across Europe 14
What separates the best from the least digital? 16
EGOVERNMENT WITH THE USER AT ITS HEART: USER-CENTRIC SERVICES
FOR NATIONAL USERS 18
Finding the right government website 20
Fast websites, avoiding frustrations 20
Websites accessible to all users 20
Easy-to-understand government portals 21
Clear information provision 21
Secure authentication with eID 21
Getting help when lling in eForms 22
Completing the service entirely online 23
The peak of user friendly: Proactive service delivery 23
CROSS-BORDER EGOVERNMENT 24
The state of cross-border service delivery 25
Single Digital Gateway and eIDAS as accelerators for cross-border services 27
New cross-border services in the Digital Decade 27
PERSISTENT GAPS IN DIGITAL SERVICE DELIVERY 29
eGovernment for citizens and for entrepreneurs 30
Local and regional government bodies can learn from central government 33
KEY CONCLUSIONS TOWARDS CONNECTING DIGITAL GOVERNMENTS 35
Digital government with human values at its heart 36
The Digital Decade: Three service gaps to bridge on the road to 2030 37
Interoperability as key towards Connecting Digital Governments 38
3
eGovernment Benchmark 2023 Insight Report
Executive
Summary
The eGovernment Benchmark:
Monitoring Europe’s digitalisation
of public services
The eGovernment Benchmark monitors Europe’s
digitalisation of public services. The digital transformation
of our societies and our public services in particular,
is driven by government policies enabling digital
technologies to ourish. With its Digital Decade policy
programme, the European Union strives to lead the
way in this respect by setting common targets for
2030. This study captures the digital transformation
of governments in 2021 and 2022 during a time
marked by the Covid pandemic which highlighted
further the importance of digital public services.
Analysing digital governments through
the eyes of citizens and entrepreneurs
• The eGovernment Benchmark sheds light on
eGovernment in 35 European countries, referred to as
‘Europe’ or the ‘EU27+’: the 27 European Union Member
States
, Iceland , Norway , Switzerland ,
Albania
, Montenegro , North Macedonia ,
Serbia and Türkiye .
• Mystery Shoppers assessed 15,083 websites during
July and August 2021, and November and December
2022, across 9 life events, related to key government
domains.
• This study evaluates online public services on four
dimensions, which consist of 14 underlying indicators,
broken down into 48 survey questions. The four
dimensions can be described by the following key
questions:
4
eGovernment Benchmark 2023 Insight Report
European digital governments at a glance
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). The EU27+
overall performance averages at 70.
Compared to last year, some countries showed
remarkable growth. Türkiye saw a 10 points increase,
while Greece (+8), Serbia (+8) and Poland (+7)
also improved spectacularly.
5
User Centricity – To what extent are services provided online? How mobile friendly are they?
And what online support and feedback mechanisms are in place?
Transparency – Are public administrations providing clear, openly communicated information
about 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?
Key Enablers – What technological enablers are in place for the delivery of
eGovernment services?
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 in place for
cross-border users?
Based on the four dimensions and 48 underlying survey questions, countries receive an overall eGovernment
maturity score. This composite score ranges from 0 to 100 points.
eGovernment Benchmark 2023 Insight Report
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