Digital Transformation in European Public Services: Insights from the eGovernment Benchmark 2023

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The latest “eGovernment benchmark 2023” report sheds light on the digitization of public services in Europe. While 84% of domestic public administration services are available online, only 49% cater to cross-border users, revealing a disparity between national and international accessibility.

User-Centric Approach

The report evaluates user-centricity, transparency, key enablers, and cross-border services. It addresses the progress of EU member states in achieving the Digital Decade policy goal of providing 100% online access to crucial public services by 2030.

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Examining the availability of public services online, user-friendly interfaces, and online support mechanisms, the study emphasizes the need for improvements in certain areas.

Transparency Matters

The report delves into the clarity of information provided by public administrations, transparency in digital service design, and data processing practices, ensuring citizens are well-informed.

Key Enablers of Digital Transformation

Highlighting the technological solutions implemented to ease citizen engagement with electronic administration, the study explores how innovations enhance user experience.

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Cross-Border Challenges

Examining the ease with which citizens from one country can access e-administration services in another, the report underlines the challenges faced and mechanisms needed for improvement.

Leaders and Laggards

Malta emerges as a digital administration leader with a score of 96, followed closely by Estonia and Luxembourg. Poland, while below the EU average, demonstrates rapid growth in digital accessibility.

Challenges and Progress in Poland

Poland shows notable progress in digital administration, gaining seven points since the previous report. However, challenges persist in cross-border services, placing below the European average.

Cross-Border Access Issues

The report reveals that only 25% of European government websites offer eID authentication beyond their borders, contributing to the overall challenge of cross-border service availability.

Towards European Interoperability

Highlighting the role of the upcoming Interoperable Europe Act, the report emphasizes the need for shared e-administration standards to create a seamless European GovTech ecosystem.

As governments aim to enhance online public services, the report calls for innovative digital solutions. The upcoming European Interoperability Act is expected to play a crucial role in standardizing e-administration practices.

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