Presentation about the European Commission\'s eGovernment Benchmark 2009, given by Dinand Tinholt from Capgemini Consulting at the Eastern European eGovernment Days on 23 April 2010

1. EU eGovernment Benchmark 2009 Or… can eGovernment help deliver services “twice as good, in half the time, for half as much?” Dinand Tinholt Capgemini [email_address] Twitter: @tinholt

3. Most Countries face a long-term budget crisis © 2007 Capgemini - All rights reserved Larger deficit Bad balance and high debt Moderate balance and high debt Moderate balance and low debt Oil rich Average Budget Balance from 2009 to 2013, as % of GDP Total Government Debt in 2013, as % of GDP

4. Public service delivery… is creaking at the edges

5. Digital natives / governors convergence People are not being served in a manner they want

6. Can we fundamentally change the model? © 2007 Capgemini - All rights reserved Administration-Centric Model of “YOU” Customer-Centric Model of “ME” … and what role would eGovernment play if we did? Level 1 Level 2 Level 3 Dept Dept Dept Dept Dept Dept Data

12. © 2007 Capgemini - All rights reserved The basic framework for maturity

13. The 20 “Basic Services” 12 Citizen & 8 Busines © 2007 Capgemini - All rights reserved

14. © 2007 Capgemini - All rights reserved User-Experience (pilot) 20 Basis Services + eProcurement A Emerging Insights Country Reports B C D Full On-Line Availability Sophistication (quality) eP: Availability & fulfilment process 5 Indicators Nationale portals Insights from Country Reports Improvements for C / B / G Good practices Summary of results & key data for each (of 31) country Development of the measurement Agenda 2015 Overview of the Benchmarking Report

18. There is saturation, except at the fifth level and where delivery is dispersed.

19. Many countries also have little take-up of online services © 2007 Capgemini - All rights reserved

20. © 2007 Capgemini - All rights reserved There is a substantial difference between Citizen and Business Take-Up 30% 74% … and eGov development significantly ahead of take-up 2008 User Take-Up % Citizen 2009 On Line Sophistication % 2008 User Take-Up % 2009 On Line Sophistication % Business

21. © 2007 Capgemini - All rights reserved European eGovernment Priorities

23. The EU has dispersed results on (most) User-Experience pilot indicators © 2007 Capgemini - All rights reserved

24. eProcurement – not such a rosy picture © 2007 Capgemini - All rights reserved Significant challenge to achieve the 2005 Manchester Declaration of 100 Availability (& 50% use) Smart Informed Decisions Efficient Transactions Pre-Award

25. And we are working together for MORE and BETTER benchmarking in 2010

26. The joint transformation journey of the benchmark

28. From ‘YOU’ to ‘ME’ Can we fundamentally change the model? © 2007 Capgemini - All rights reserved Can we make government services… “ Twice as good, for half as much, in half the time?”

29. Taking Public Services out of the equation… © 2007 Capgemini - All rights reserved

30. Mrs Ali’s Story… © 2007 Capgemini - All rights reserved The economics of NOT acting become frightening

31. Transforming the relationship with the customer © 2007 Capgemini - All rights reserved Tipping Point Cost to Serve Maturity Stage / Time Administration Centric Customer Aware Customer Engaged Customer-Driven Customer Centricity Gov-Driven Customer Centricity Nascent Developing Maturing Innovative Emerging Beyond the ‘Tipping Point’ Customers are actively engaged in service design, and help reduce consumption through agreeing their responsibilities with Government delivering a more sustainable solution Government takes positive steps to engage its customers and design its services to be customer oriented and efficient Government focus on efficient service delivery, setting customer service levels, and basic customer segmentation EU 27+