e-Government Benchmark 2017: Taking stock of user-centric design and delivery of digital public services in Europe (Final Insight Report)
"This Insight Report presents the main highlights of the assessment of eGovernment services in 34 countries – the European Union Member States, as well as Iceland, Norway, Montenegro, Republic of Serbia, Switzerland, and Turkey – referred to as EU28+ throughout this report. The assessment of these services covers the priority areas of the eGovernment Action Plan. Each priority area is measured by one or more indicators, included in the so-called top level benchmarks: ■ User-centric Government: assesses the availability and usability of public eServices and examines ease and speed of using those eServices. ■ Transparent Government: evaluates the transparency of government authorities’ operations, service delivery procedures and the level of control users have over their personal data. ■ Cross-border Mobility: measures the availability and usability of services for foreign citizens and businesses. ■ Key Enablers: assesses the availability of 5 functionalities, such as Authentic Sources and eID."
e-Government Benchmark 2017: Taking stock of user-centric design and delivery of digital public services in Europe (Final Background Report)
"...This year’s measurement gains further relevance when assessed against the background of the publication of the new eGovernment Action Plan 2016-2020 in April last year. The 2017 measurement not only provides an in-depth analysis of the progress made by European public administrations in their modernisation of service provision; it also delivers the ‘baseline’ against which the progress made by the actions under the new eGovernment Action Plan 2016-2020 can be benchmarked. In doing so, the benchmark aims at providing – like every year—an assessment of the extent to which European public administrations are on track to achieving the 2020 vision of a Digital Single Market."
e-Government Benchmark 2016: A Turning Point for e-Government Development in Europe ? (Final Insight Report)
"It’s about mastering change caused by technology, not about crystal balls to predict the future Technology is reaching every corner of our world and brings rigorous changes to every industry, every organisation, its processes and people. Public sector included. And the future won’t be different. It is not very clear though which technologies will make what impact; predicting future technologies provides very engaging over-the-horizon figments of imagination, but misses the robustness and reliability that public sector can actually build on. No one can actually predict what government could look like in ten years. The only thing that is certain is that it will be very different from how it looks now. Technology is changing the game quickly and will continue to do so. The biggest challenge is therefore not so much in anticipating what comes next, but ensuring governments are able to deal with change. "
e-Government Benchmark 2016: A Turning Point for e-Government Development in Europe ? (Final Background Report)
"This edition of the eGovernment Benchmark shows the state-of-play of digital public services in Europe as of 2015. eGovernment services were assessed in 34 participating countries, including all of the EU28. The benchmark makes use of Mystery Shopping, where the quality and quantity of online public services is measured by assessors acting as a user. The subject of the benchmark is a set of seven life events. Together, these life events represent virtually all domains of government. Each life event is reviewed once every two years. In 2015, four life events were assessed: Regular business operations, Moving, Owning and driving a car and Starting a small claims procedure. This has completed the second cycle of measurements. As all life events have now been assessed twice, a full analysis of European progress over time is now possible."
2016 e-Government Benchmark Method: An Update for a New Cycle 2016-2019
"Objective of updating the eGovernment Benchmark and preconditions The key for any quantitative measurement is to provide insights that help make better decisions. In the case of the eGovernment Benchmark this implies supporting policy makers in their work to contribute to public value. For the eGovernment Benchmark to remain relevant, it is necessary to consider new elements on regular basis. Having concluded a full cycle in the period 2012-2015, now is the appropriate timing to consider innovations in the method."
(2015) Future Proofing e-Government for a Digital Single Market (Final Insight Report)
"Public Sector Innovation in Europe
It is always wise to look ahead, but difficult to look further than you can see. This also reflects the dilemma many organisations must confront today: when technology is advancing as quickly as it is in this day and age, how can we define a sustainable strategy that allows us to improve fundamentally in the long run? There are two parts to the story: the first is the ability to use technology for customer engagement, better internal processes and to change business models. Technology is used as a means to increase value, in the case of public organisations: to increase public value."
(2014) Delivering on the European Advantage? How European Governments Can and Should Benefit from Innovative Public Services (Final Insight Report)
"Europe has the potential to gain a strong advantage in today’s digital society. The diversity and ingenuity of Europe can be a great asset. As a region, Europe has a wealth of erudite and respected institutions, and innovative entrepreneurs. Properly supported by quality public services their capabilities can be used to great effect to invent new services for the broad diversity of beneficiaries in the EU, and then to exploit these services and the companies in order to deliver them internationally – i.e. to use this foundation at one and the same time for local value and international economic advantage. "
(2012) e-Government Benchmark Framework 2012-2015: Method Paper
"The 2012 eGovernment Benchmark represents an important reform.
It aligns the Benchmark work with the eGovernment Action Plan 2011-2015
. It responds to demands of the eGovernment Action Plan for yearly monitoring. It evaluates the Action Plan across all four policy priorities
through a multi-dimensional framework. It focuses on a new set of domains of government activity and assesses many of them in-depth, from the viewpoint of the user (either business or citizen).
These and many other changes compared to previous editions will contribute to raising the profile of the measurement further and ensure the Benchmark remains internationally recognized and relevant. "
(2012) Public Services Online: Digital by Default or by Detour? (Final Insight Report)
"This “Insight Report” presents the findings of the 2012 eGovernment survey, discusses the implications, and makes some outline recommendations. It is supplemented by a more detailed “Background Report”, and openly available “online survey data”; the latter of which provide material for those that design and manage eGovernment initiatives. The combination of reports, and the assessments made provide evidence and insight to a number of different groups both within countries and at a European level. These include leadership; policy advisers; public service owners, and technical staff.
The report is titled, and poses the question of, “Digital by Default; or by Detour?” This could be read to pre-suppose that digital is ‘the’ answer; or that detour is ‘bad’. Neither is necessarily so. It is not meant to be judgemental."
(2012) Public Services Online: Digital by Default or by Detour? (Final Background Report)
"Information and Communications Technologies (ICTs) play an increasingly important role in our lives. The advent of cloud computering; the massive uptake of social media; the dramatic shift to smart devices; the extraordinary analytical capabilities of ‘big and open data’ – are all evidence to this ongoing transformation.
These modern technologies present very substantial opportunities for us to advance in all areas. They can help enhance the quality of life of the elderly; make things very much easier for the operation of businesses (particularly SMEs); help citizens participate in the governance of their community; enable living, working, studying across borders.
Europe has developed much needed plans to extract maximum value from the use of ICTs to improve (indeed transform) public services."
(2010) Digitizing Public Services in Europe: Putting Ambition into Action
"Benchmarking – to improve!
The European Commission, DG Information Society’s annual eGovernment benchmark is one of the flagship studies in measuring public sector performance. The benchmark is, notably, a collaborative exercise, designed by and involving both the European Commission and Country Representatives. The benchmark uses a comprehensive ranking system to identify those European countries that have implemented the most mature eGovernment services.
The 2010 benchmark includes a considerable increase in scope , including the likes of life‐event measurement, regional / local service analysis, and status across nine common horizontal IT‐enablers. The benchmark is now Part of a continuous improvement cycle, with annual method reviews, pilot measures (Open Government and Transparency now ongoing), and Action Learning Groups amongst Member State Representatives."
"THE POLICY CONTEXT
This 2009 report opens a new chapter in EU eGovernment benchmarking. We are now two years on from the last measurement in September 2007. The report captures the results of the 8 th measurement of eServices across Europe. It establishes the foundations for the progressive and planned modernisation of pan-EU eGovernment comparison.
This benchmark has proven to be a policy-informing tool at both a European and Member State level since its inception in 2001. As we approach the end of the Lisbon i2010 policy timeframe, we now need new eGovernment policies to suit the next planning horizon. Technology is changing our lives in many ways, and changing the way that public services are governed and delivered. We therefore need new eGovernment Action plans. "
(2007) The User Challenge Benchmarking The Supply of Online Public Services
This report presents the 7 th annual measurement of the progress of online public service delivery across Europe. It features results from the two core measurements of sophistication and fully-online availability of online services, measured across a basket of 20 services assessed from public agencies across 31 countries – the 27 EU Member States, plus Iceland, Norway, Switzerland and Turkey (EU27+).
This year the measurement system has been enhanced in recognition of the ever-increasing focus on efficient ‘user-centric’ services. We introduce a 5 th level of online sophistication – that of personalisation; the extent to which online service is targeted to user needs."
(2006) Online Availability of Public Services: How is Europe Progressing?
"Capgemini has measured the progress of the online public service delivery in Europe for the sixth time. In fact Capgemini measures for the European Commission two indicators from along list of indicators that was defined to monitor the eEurope action plans:the availability of public services online and the number of public services fully available online.
These indicators where defined in the year 2000, when the objective of eGovernment was defined as that Member States should ensure“generalized electronic access to main basic public services"
(2004) Omline Availability of Public Services: How is Europe Progressing?
"This report presents the results of the fifth benchmarking exercise on the progress of online public services in Europe. Next to measuring the percentage of online sophistication of basic public services available on the Internet, this study also measures the percentage of public services fully available online in the 25 EU Member States, plus Iceland, Norway and Switzerland 1 . The survey was executed in October 2004.
The European Commission, Directorate General for Information Society and Media, ordered the survey in the context of the eEurope programme. The main objective of the benchmark is enabling participating countries to analyse progress in the field of eGovernment and to compare performance within and between countries. "
(2003) Benchmarking e-Government in Europe and in the US
"Existing studies of e-government concentrate on the supply-side by focusing on the availability and level of sophistication of online services and usage. This study addresses the demand-side of e-government - not only usage, but also perceptions and barriers to utilisation that have not been treated
previously. Indicators to measure acceptance and adoption of e-government were used to build two surveys that were then piloted among members of the ‘general population’ in the 15 EU Member States, Switzerland and Europe and to decision makers (IT managers) in the commercial sector in seven EU countries. The results of first survey indicated a preference for online services that do not require users to provide a great deal of personal information. Also, familiarity with using the Internet tended to correlate with a higher interest in online services. "