The 2009 EU eGovernment Benchmark Report outlines the need for improvement in public service delivery through the adoption of user-centric models and digital technologies. It highlights the progress of EU countries in eGovernment maturity, assessing online service availability, user experience, and cross-border cooperation, while also indicating significant disparities in adoption and sophistication among member states. Key goals include enhancing service efficiency, citizen empowerment, and achieving transparency in governance to ultimately improve public sector performance.

1. EU eGovernment Benchmark 2009 Or… can eGovernment help deliver services “twice as good, in half the time, for half as much?” Dinand Tinholt Capgemini [email_address] Twitter: @tinholt

2. © 2007 Capgemini - All rights reserved Agenda… Why improvement is so needed Why benchmark? What is measured? How is the EU doing? Some Insights

3. Most Countries face a long-term budget crisis © 2007 Capgemini - All rights reserved Larger deficit Bad balance and high debt Moderate balance and high debt Moderate balance and low debt Oil rich Average Budget Balance from 2009 to 2013, as % of GDP Total Government Debt in 2013, as % of GDP

4. Public service delivery… is creaking at the edges

5. Digital natives / governors convergence People are not being served in a manner they want

6. Can we fundamentally change the model? © 2007 Capgemini - All rights reserved Administration-Centric Model of “YOU” Customer-Centric Model of “ME” … and what role would eGovernment play if we did? Level 1 Level 2 Level 3 Dept Dept Dept Dept Dept Dept Data

7. © 2007 Capgemini - All rights reserved Agenda… Why improvement is so needed Why benchmark? What is measured? How is the EU doing? Some Insights

8. Why Benchmark? Europe moves from high level Ministerial Declarations…  To policy objectives, programes, and actions  To insight as to how Europe is progressing  To learnings about areas of improvement “ Europe” rallies behind strategic and high-level ‘sweeping’ declarations: “ ..to become the most dynamic knowledge-based economy in the world” But how will we know if we are there? © 2007 Capgemini - All rights reserved We benchmark to address these two aspects The “Services Directive” is a good example of implementation of the Lisbon goals: Benchmarking can assess the status of implementation of PoSC’s in Europe (e.g. measure compliance ) ...AND let countries learn about how the PoSC’s are implemented (action learning) ...AS WELL AS what countries are doing to address the competitive element through extra services / process streamlining.

9. What Ministers said in Malmo about eGovernment © 2007 Capgemini - All rights reserved Citizen & Business Empowerment Needs analysis & user-centric design; Personalised, flexible, inclusive (goal: satisfaction & efficiency) User-Driven: 3rd party co-development (goal: innovation, service relevance & quality) Information re-use (goal: innovation; knowledge-based economy) Transparency (goal: accountability & trust) Participation in policy process (goal: better decisions; E&E) Mobility Easy business set up and operation (goal: competitive single market) Life-stage support (study, work, reside, retire) – vertical and horizontal (goal: ease, freedom, choice) Cross-border services (goal: social and economic enablers) Efficiency & Effectiveness Reduced Burden: g2C & g2B (streamline, data protection, reduce frequency) (goal: ↓cost, ↑ease) Share experience & good practice, research (goal: collective learning) Reduce carbon footprint and energy consumption (goal: sustainability) Key Enablers (goal: cross-border eGov service enablement) Information exchange and Interoperable frameworks Administrative cooperation Open approach Flexible Service Architectures

10. © 2007 Capgemini - All rights reserved Agenda… Why improvement is so needed Why benchmark? What is measured? How is the EU doing? Some Insights

11. The EU eGovernment Benchmark in 2009 European Commission sponsored Collaborative process with countries Since 2001 – so years of comparable data 14,000 websites 20 ‘basic services’ eProcurement (2009) on 754 Procurement Portals User-Experience Indicators © 2007 Capgemini - All rights reserved

12. © 2007 Capgemini - All rights reserved The basic framework for maturity

13. The 20 “Basic Services” 12 Citizen & 8 Busines © 2007 Capgemini - All rights reserved

14. © 2007 Capgemini - All rights reserved User-Experience (pilot) 20 Basis Services + eProcurement A Emerging Insights Country Reports B C D Full On-Line Availability Sophistication (quality) eP: Availability & fulfilment process 5 Indicators Nationale portals Insights from Country Reports Improvements for C / B / G Good practices Summary of results & key data for each (of 31) country Development of the measurement Agenda 2015 Overview of the Benchmarking Report

15. © 2007 Capgemini - All rights reserved Agenda… Why improvement is so needed Why benchmark? What is measured? How is the EU doing? Some Insights

16. © 2007 Capgemini - All rights reserved EU27+ advancement: Full OnLine Availability 71% (59%: ‘07); Sophistication 83% (76%: ’07). eProcurement Availability (new) : 56% EU27+ ave.; well behind 2010 target of 100%. Key for single open market. Several good practice examples of nationally controlled public expenditure. Some countries show leapfrog results; some continued high performance. Five characteristics for success offered. Increased focus on ICT as a means to address fiscal and budget constraints User Experience (pilot) measures show EU27+ averages from 34% to 81% for the five measures, with some notable examples of leading practices. Personalised services gaining ground and becoming more commonplace across Europe. User empowering technologies push Governments to redesign their eGovernment services. Upgrade of measurement system is needed and planned – in collaboration with countries. EU Benchmark: Key Points

17. Results @ a glance: 20 Services © 2007 Capgemini - All rights reserved Full On-Line Availability Sophistication Overall Business Citizen Sophistication by User Availability 2001-09 Malta Portugal Sweden Austria Slovenia Estonia Austria Malta Portugal UK Sweden Slovenia Estonia

18. There is saturation, except at the fifth level and where delivery is dispersed.

19. Many countries also have little take-up of online services © 2007 Capgemini - All rights reserved

20. © 2007 Capgemini - All rights reserved There is a substantial difference between Citizen and Business Take-Up 30% 74% … and eGov development significantly ahead of take-up 2008 User Take-Up % Citizen 2009 On Line Sophistication % 2008 User Take-Up % 2009 On Line Sophistication % Business

21. © 2007 Capgemini - All rights reserved European eGovernment Priorities

22. ‘ OLD’ Member States About Customer: Portal; Citizen; Business; User; customer; Personalised; Comprehensive; single; burden (reduction); Democracy; About Technology : Digital; Open About Governance : Delivery; Cooperation; Productivity; Shared; Programme; Projects; Comprehensive; governance © 2007 Capgemini - All rights reserved Focus of NEW Member States Technical Infrastructure Regulatory Environment Less on Customer Strategy Priorities differ with maturity of eGovernment development

23. The EU has dispersed results on (most) User-Experience pilot indicators © 2007 Capgemini - All rights reserved

24. eProcurement – not such a rosy picture © 2007 Capgemini - All rights reserved Significant challenge to achieve the 2005 Manchester Declaration of 100 Availability (& 50% use) Smart Informed Decisions Efficient Transactions Pre-Award

25. And we are working together for MORE and BETTER benchmarking in 2010

26. The joint transformation journey of the benchmark

27. © 2007 Capgemini - All rights reserved Agenda… Why improvement is so needed Why benchmark? What is measured? How is the EU doing? Some Insights

28. From ‘YOU’ to ‘ME’ Can we fundamentally change the model? © 2007 Capgemini - All rights reserved Can we make government services… “ Twice as good, for half as much, in half the time?”

29. Taking Public Services out of the equation… © 2007 Capgemini - All rights reserved

30. Mrs Ali’s Story… © 2007 Capgemini - All rights reserved The economics of NOT acting become frightening

31. Transforming the relationship with the customer © 2007 Capgemini - All rights reserved Tipping Point Cost to Serve Maturity Stage / Time Administration Centric Customer Aware Customer Engaged Customer-Driven Customer Centricity Gov-Driven Customer Centricity Nascent Developing Maturing Innovative Emerging Beyond the ‘Tipping Point’ Customers are actively engaged in service design, and help reduce consumption through agreeing their responsibilities with Government delivering a more sustainable solution Government takes positive steps to engage its customers and design its services to be customer oriented and efficient Government focus on efficient service delivery, setting customer service levels, and basic customer segmentation EU 27+

32. Contact: dinand.tinholt@capgemini.com +31 6 27159 294 © 2007 Capgemini - All rights reserved “ Faster, Smarter, Better eGovernment” Capgemini’s 8th EU eGov benchmark survey: http://ec.europa.eu/information_society/eeurope/i2010/benchmarking/index_en.htm http://www.egov2009.se/about-the-conference/links http://www.capgemini.com/insights-and-resources/by-publication/2009-egovernment-benchmark/ Thank You!