Towards greater reliability of digital public services

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Overall, eGovernment performance is improving . At the same time, the countries facing the greatest challenges are closing the gap with the top performers: the considerable gap reported between 2012 and 2015 has indeed narrowed, demonstrating how the countries lagging behind in terms of digital service adoption have significantly improved their offerings, contributing to achieving a more balanced shop European digital single market. All countries stand out in particular for user centricity , demonstrating the fruits of EU countries' efforts to provide a mobile version of online services. Cross-border mobility had the lowest average score among the four main pillars of the research, highlighting how European citizens are still unable to use eGovernment services in other EU countries, with the exception of the service allowing them to search for information.

It is necessary to simplify the user experience
The eGovernment user journey often begins with search engines and national administration portals. Generally, services are easily found on the main websites of government institutions, and users can almost always find general information about online services . However, there is a discrepancy in process descriptions, with those aimed at businesses often being more clearly defined than those for citizens. Users require more information about the duration of services, information about service expiration dates, and updates on progress. Furthermore, users prefer to use their digital identities (eIDs) when using an online service. A positive aspect is the ability to access services through a single national digital identifier , which allows for secure and reliable authentication of citizens and businesses. Furthermore, secure digital communication is also essential for tracking service progress.

Domenico Leone, Public Sector Director of Capgemini Business Unit Italy , said : “The 2019 results demonstrate that European governments are not satisfied with acceptable services, but are continuously striving to improve the quality of their online offerings. However, further improvements are needed in terms of personalized and transparent user experiences. The next step for Europe will be the creation of fully cross-border services with reliable authentication, allowing citizens and businesses to request services online even when abroad, just as if they were at home.”