A recent report by the European Commission takes a holistic approach to the measurement of e-government performance in Europe (eGovernment Benchmark report: ‘Delivering on the European Advantage?’, ‘How European governments can and should benefit from innovative public services’). The study uses mystery shopping techniques to recreate citizens’ journeys through government services in each country of the EU. ‘Mystery citizens’ follow a set of life events (such as starting a new company), in seven different government areas. The results reveal that citizen journeys through government institutions are rarely completed without interruptions, which causes unwanted headaches for both citizens and businesses. Moreover, public service delivery is characterised as a ‘disjointed’ series of transactional services, rather than an integrated user experience, organised around life events, as it should be. See which are the gaps in e-government performance inside the presentation. For more e-government news, check out our blog: http://goo.gl/r9b9he

1. e-Government in Europe 2014:
Increasingly Available, Still
Fragmented and Not User-centered
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2. The eGovernment Benchmark report:
Mystery shopping techniques recreate citizens’
journeys through government services in each country
of the European Union.
Source: eGovernment Benchmark report: ‘Delivering on the European Advantage?’, ‘How European governments can and
should benefit from innovative public services’, by the European Commission
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3. The results:
Citizen journeys through government institutions
are rarely completed without interruptions, which
causes unwanted headaches for both citizens and
businesses.
Public service delivery is characterised as a
‘disjointed’ series of transactional services.
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4. GAPS IN EGOVERNMENT PERFORMANCE
Believers and non-believers in online public services
What is delivered and how it is perceived
Businesses and citizens
National and local services
Country nationals and other EU citizens
Small and large countries
Digital natives and non-skilled users
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5. Believers and non-believers in online public
services
Even though many Europeans have internet access to
public services and the e-skills to use them, there is still
a significant number of non-believers (38%), who
refuse to request services online. A possible reason for
this gap is the lack of user-centricity in public service
delivery.
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6. What is delivered and how it is perceived
An increasing number of public services are available
online for constituents, but unfortunately residents do
not perceive them user-friendly or usable, which is
another reason why adoption of e-services lags behind.
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7. Businesses and citizens
The quality of online public services for businesses is
more mature, showing a 10 percentage points
difference on average for all indicators.
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8. National and local services
It seems that governments in Europe have mostly
focused on implementing online services on a state
level, leaving local governments and municipalities
disconnected and lagging behind. What adds even
more to the gap is that local services are even less
user-centric (11 percentage points difference on
average) than national services.
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9. Country nationals and other EU citizens
One of the European Union’s main advantages for EU
citizens and businesses is the ease of moving, trading,
or working in any other EU country.
Surprisingly, cross-border online services are 30
percentage points behind public services for country
nationals.
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10. Small and large countries
Smaller and medium-sized European countries have
reached a better performance in public service delivery
online. Perhaps their size allow for an
easier centralisation and management of of the
implementation of online services.
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11. Digital natives and non-skilled users
Even though digital improvements in services will
certainly benefit a high number of citizens, it is still
important to take into account the digitally non-developed
regions and members of EU societies.
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