凯捷：2019欧盟委员会电子政务基准( 英文42 页)

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Table of contents

1 INTRODUCTION 9

2 WHAT HAS BEEN MEASURED AND HOW? 11

3 OVERALL EGOVERNMENT PERFORMANCE IN EUROPE 13

3.1 Current state-of-play and progress 14

3.2 Key insights from the four top-level measures of eGovernment 16

3.2.1 Countries can create more value by improving Cross-border mobility 16

3.2.2 Top-level benchmarks 16

3.3 Securing online public services 19

3.4 User centricity and uptake of Key enablers have improved 20

3.5 Digital Economy and Society Index (DESI) 21

4 REVEALING THE EGOVERNMENT USER JOURNEY OF EUROPEAN CITIZENS 25

4.1 eGovernment services are available through a selection of centralised websites 26

4.2 Users can nearly always find general information on services online 26

4.3 Procedures aimed at businesses are more clear than those aimed at citizens 26

4.4 There is still room for improvement in the online availability of services 27

4.5 Digital security is not on the required level 27

4.6 Basic support is available across the EU, smarter solutions are on the rise 27

4.7 More time could be saved by pre-filling information 27

4.8 Insight into personal data usage is sub-par though access is well arranged 27

4.9 Administrations are open to feedback and accepting of complaints 28

4.10 Making digital post-boxes mainstream will save time and paper 28

5 DRIVERS FOR EGOVERNMENT PERFORMANCE: A BENCHLEARNING PERSPECTIVE 33

6 CONCLUSIONS AND RECOMMENDATIONS FOR THE WAY FORWARD IN THE LIGHT OF THE PRINCIPLES IN THE TALLINN DECLARATION 37