The User Challenge: Benchmarking The Supply Of Online Public Services

DG Information Society and Media
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This report presents the 7th 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 5th level of online sophistication – that of personalisation; the extent to which online service is targeted to user needs. We have also piloted a composite indicator for User-Centricity – comprising a basket of four subindicators. Finally, we have assessed national portals as a trusted comprehensive one-stop access to public services..

The report is laid out in three broad areas:

  • Method & Results for Core Indices: the measurement system, the contribution of country representatives, and discussion on the European and Country level results
  • Method & Results for User-Centric Indices: discussing the new pilot indices
  • Country Profiles: Summary results and highlights for each of the countries assessed Further detail is provided in the Annex, and can be requested from the report authors.

Further detail is provided in the Annex, and can be requested from the report authors.

Online services were, for some, an intriguing diversion at the outset of this measurement journey in 2001. They are now a recognised and integral means to deliver the i2010 eGovernment Action Plan. As individuals, we now seek and expect quality and dynamism in online public service delivery. As Government we must also seek to define and deliver that “Gov 2.0” user experience. This is an essential component to European competitiveness and central to achieving Lisbon goals.


  • Management Summary
  • 1 Introduction
  • 2 The core indicators
  • 2.1 The method for the core indicators
  • 2.2 Results for the core indicators
  • 3 User centricity of online public services
  • 3.1 Introduction
  • 3.2 Detailed results
  • 3.3 The “User centricity composite indicator”
  • 3.4 Lessons learned on user centricity measurement
  • 3.5 Assessment of the national portal
  • 3.6 “Pro-active services” as an indication for user-centricity
  • 4 Country Highlights
  • 5 Conclusions
  • Annex 1 Definitions and results of the 20 Public Services
  • Annex 2 National Portal assessment
  • Annex 3 Capgemini’s Web-based Survey Method