European Public Sector e-Services need more Customer Focus, claims Survey

This study is a core part of a benchmarking programme that assesses the progress of the eEurope initiative launched by the European Commission to bring the benefits of the information society to all Europeans. Consultants Cap Gemini Ernst & Young have just finished analysing data from the third measurement in October 2002 (the first took place in October 2001 and a second one in April 2002).

From the 10,500 public service providers analysed in this study across 18 participating countries, 86% are available on line. This shows a growth of 12% in one year.

To measure 'online sophistication', a four-stage scoring framework was developed:
Stage 1: Information
Stage 2: One-way Interaction
Stage 3: Two-way Interaction
Stage 4: Transaction (meaning full electronic case handling)

For the 20 public services analysed across the 15 EU member states, plus Norway, Iceland and Switzerland, the online sophistication has grown by 15%-points in one year from 45% to 60% with Denmark, Sweden, Ireland and Finland showing progress beyond the level of two-way interaction.

The greatest progress has been made by online services for businesses. In almost every country, public services for businesses score significantly higher than those for citizens and this gap is growing. The online sophistication of the services of business is more developed than the services for citizens (72% against 52%). Also availability growth for businesses is higher than for citizens (19% against 12%).

The 20 defined public services have been grouped in four types of services: income-generating services (e.g. taxes and social contributions), registration (e.g. car registration), returns (e.g. public libraries) and permits and licences (e.g. building permit). With an average cluster score of 82% the income-generating cluster has the highest online sophistication, followed by registration and returns. The average growth rate of the income-generating service cluster is 20%-point, which is also the most important growth of all four clusters.

Analysis by country ranks Sweden on top (26% progress), followed by Belgium (24%) and Denmark (23%). Sweden also has the highest overall score of 87%. Together with Sweden three other countries – Ireland, Denmark and Finland - score higher than 75%, corresponding to the third maturity level of two-way interaction. The online sophistication of public services in three countries – Belgium, Germany and Luxembourg – still needs a little additional effort to reach the level of one-way interaction.

When analysing the progress over one year, one of the key conclusions is that the organisation of the service provider – centralised or decentralised – together with the approach to delivery complex or straightforward services – is a key determinant of the position of online sophistication. Each service and service organisation needs a specific approach, combining citizen access channels (e.g. portals) and back-office reorganisation.

The consultants conclude that further growth beyond the stage of interactivity requires a clear political vision and committed leadership to eGovernment as an integral part of a national governmental change programme; and a greater emphasis on the citizen. This is required to achieve not just the target of availability, but to deliver the more important aspiration of a transition to a citizen-focused governmental approach.

'European Governments now need to focus more on the other services particularly those most relevant to citizens,' said Stanislas Cozon Vice President, Cap Gemini Ernst & Young.

'Whilst some countries should accelerate further, several countries already have the main basic public services online,' says European Commissioner Erkki Liikanen. 'eGovernment in Europe should now focus more closely on the transformation of government authorities into customer-oriented service providers.'

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