The recently published 2023 eGovernment Benchmark report from the European Commission (a collaborative effort between Capgemini, Sogeti, IDC, and Politecnico di Milano) takes us on a journey through the digital transformation progress of governments.
The report focuses on 2021-2022.
It’s clear that the report captures a crucial period in time. These two years were marked by societal and economic turmoil, where governments faced unprecedented challenges.
While many may perceive such reports as dry and bureaucratic, I don’t agree. The report provides a snapshot of how well the European Union is faring in its ambitious Digital Decade program, a vision to put key public services entirely online by 2030.
No small feat, but one that aligns with today’s digital imperative.
That’s why these reports are very important as we get to see, through the eyes of citizens AND entrepreneurs, how well the European Union is progressing on this journey.
Obviously, the report highlights not just the successes but also the hurdles faced on this path. What’s particularly intriguing is the notable growth in the maturity of government digital services in several countries.
Evaluating the digitalisation of public services of more than 15,000 government websites
The scope of this evaluation is nothing short of impressive. Covering the 27 EU member states, the 4 EFTA states (with the exception of Liechtenstein), Türkiye, and several Western Balkan states, this report provides a panoramic view of digitalisation efforts across the continent.
At the heart of this extensive assessment lies a key revelation: over 84% of government services are now accessible online throughout Europe.
This is a significant milestone… however, it’s not all smooth sailing, particularly for those engaged in cross-border interactions (more on that later.)
A recurring theme in the report is the paramount importance of transparency, user-friendliness, and safety in accelerating the digitalisation of government services. The findings show that in 70% of the cases, users can confidently utilise their national eID for secure authentication.
This is a crucial step towards building trust in online interactions with government entities. Moreover, a significant 68% of the time, governments take the initiative to prefill personal information when needed, enhancing user convenience and accessibility.
This proactive approach not only simplifies the user experience but also serves as an embodiment of the user-centric philosophy that should underpin digital governance efforts.
Why does this report and these findings matter?
These findings (should) matter because they provide a tangible guide for Europe’s digital transformation. They offer insights into what’s working, what needs improvement, and how countries can learn from each other’s successes and challenges.
I believe that one big reason why this report is a big deal is because it shows what we need to do to reach these goals. It’s about making sure that all kinds of people can use government services online, no matter where they live.
The report recognises the leading countries in this digital transformation journey. Malta and Estonia, with scores of 96 and 92 points, respectively, have set impressive benchmarks.
They’re paving the way for others to follow. Other front-runners, including Luxembourg, Iceland, Finland, the Netherlands, Lithuania, Denmark, Latvia, Türkiye, and Norway, are also making substantial contributions to the cause.
These success stories indicate that progress is not static but rather…dynamic.
I believe these findings matter because they help us know what’s going well and what needs improvement. They also show how countries can learn from each other.
As Europe gets closer to its 2030 goal, this report is like a helpful tool for experts and people who make decisions. It’s all about making government services online work better for everyone in Europe.
What needs more attention?
It’s concerning to see that some of the EU’s largest countries, such as Germany, France, and Italy, are really struggling to provide excellent online services to their citizens.
I called Germany “the sleeping beauty of the EU” in a 2021 article of mine, and it still seems to remain that way.
These countries need to focus on enhancing their digital offerings to meet the needs of their populations effectively.
Also, a huge focus should be put on cross-border services, connectivity and inclusivity. To be precise, while 84% of services for national users are fully available online, only 49% of services for cross-border users have achieved this status.
And, while 93% of European government websites are mobile-friendly, web accessibility remains an issue. More than eight out of ten public sector websites (82%) violating one or more Web Content Accessibility Guidelines (WCAG) criteria.
To conclude, while there’s progress in the digital governance arena, these issues demand our attention and some serious…. elbow grease.
We’ve got to ensure services are accessible for all, both nationally and internationally, and work on harmonizing digital efforts across various government levels for a more efficient and inclusive digital government landscape in Europe.
