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Public Services Online: how is Europe progressing?Web-based Survey on Electronic Public Services, Results October 2004Brussels, February 2005
© 2005 Capgemini - All rights reserved - January 2005 1
Contents
1. Introduction2. Results3. Progress: cases4. Qualitative information5. Conclusions6. Annex
© 2005 Capgemini - All rights reserved - January 2005 2
Context
INDICATORS TO BENCHMARK PROGRESS IN eEUROPE
INDICATORS TO BENCHMARK PROGRESS IN eEUROPE
Indicator nr. 17:
Percentage of basic public services available
online
Indicator nr. 17:
Percentage of basic public services available
online
INDICATORS TO BENCHMARK PROGRESS IN eEUROPE
INDICATORS TO BENCHMARK PROGRESS IN eEUROPE
Indicator eEurope 2002:
Percentage of basic public services available
online
Indicator eEurope 2002:
Percentage of basic public services available
onlineIndicator D. 1:
No. of basic public services fully available
online
Indicator D. 1:
No. of basic public services fully available
online
Indicator eEurope 2005:
No. of basic public services fully available
online
Indicator eEurope 2005:
No. of basic public services fully available
online
eEUROPE 2005« bringing the benefits of the Information Society to all Europeans
- an information society for all »
eEUROPE 2005« bringing the benefits of the Information Society to all Europeans
- an information society for all »
eEuropeeEurope 20022002
First: October 2001First: October 2001Second: April 2002Second: April 2002Third: October 2003Third: October 2003
eEuropeeEurope 20052005
Fourth: October 2004Fourth: October 2004Fifth: October 2005Fifth: October 2005
© 2005 Capgemini - All rights reserved - January 2005 3
Scope
28 countries28 countries
• Austria - A• Belgium - B• Denmark - DE• Finland - FIN• France - FR• Germany - D• Greece - EL• Ireland - IRL• Italy - I• Luxembourg - L• Portugal - P• Spain - E• Sweden – S• The Netherlands - NL• UK + Norway - N+ Iceland – ISL+ Switzerland - CH
15+315+3 10 new 10 new • Cyprus CY
• Czech Republic CZ
• Estonia EE
• Hungary HU
• Latvia LV
• Lithuania LT
• Malta MT
• Poland PL
• Slovakia SK
• Slovenia SI
20 public services20 public services
• Income taxes
• Job search
• Social security benefits
• Personal documents
• Car registration
• Application for buildingpermission
• Declaration to the police
• Public libraries
• Birth & marriagecertificates
• Enrolment in highereducation
• Announcement ofmoving
• Health-related services
CitizensCitizens BusinessesBusinesses
• Social contribution foremployees
• Corporate tax
• VAT
• Registration of a newcompany
• Submission of statisticaldata
• Customs declaration
• Environment-relatedpermits
• Public procurement
© 2005 Capgemini - All rights reserved - January 2005 4
Methodology
4 stages of on-line development4 stages of on-line development
20 public services20 public services
InformationInformation
One-wayinteraction
(downloadableforms)
One-wayinteraction
(downloadableforms)
Two-wayinteraction
(electronic forms)
Two-wayinteraction
(electronic forms)
Transaction (full electronic case
handling)
Transaction (full electronic case
handling)
Onlinedevelopment
(level ofsophistication)
Onlinedevelopment
(level ofsophistication)
Fullyavailable
online
Fullyavailable
online
Indicator D. 1:
No. of basic public No. of basic public
Indicator eEurope 2005
No. of basic public services fully available online
Indicator D. 1:
No. of basic public No. of basic public
Indicator eEurope 2002:Percentage of basic public services available online
No full electroniccase handling
No full electroniccase handling
2 levels of on-line development2 levels of on-line development
Full electronic case handling)
Full electronic case handling)
4 stages of on-line development4 stages of on-line development
20 public services20 public services
InformationInformation
One-wayinteraction
(downloadableforms)
One-wayinteraction
(downloadableforms)
Two-wayinteraction
(electronic forms)
Two-wayinteraction
(electronic forms)
Transaction (full electronic case
handling)
Transaction (full electronic case
handling)
Onlinedevelopment
(level ofsophistication)
Onlinedevelopment
(level ofsophistication)
Fullyavailable
online
Fullyavailable
online
Indicator D. 1:
No. of basic public No. of basic public
Indicator eEurope 2005
No. of basic public services fully available online
Indicator D. 1:
No. of basic public No. of basic public
Indicator eEurope 2002:Percentage of basic public services available online
No full electroniccase handling
No full electroniccase handling
2 levels of on-line development2 levels of on-line development
Full electronic case handling)
Full electronic case handling)
© 2005 Capgemini - All rights reserved - January 2005 5
Approach
MODULE 1Landscapingof thegovernmentalstructure ofcountries
MODULE 1Landscapingof thegovernmentalstructure ofcountries
MODULE 2Sampling ofservice providers & URL search
MODULE 2Sampling ofservice providers & URL search
MODULE 3Web-basedsurveyandscoring
MODULE 3Web-basedsurveyandscoring
MODULE 4Analyse ofthe scoringresults
MODULE 4Analyse ofthe scoringresults
Input from a network ofgovernementalcontact personsin 28 countries via web enabledtool
Input from a network ofgovernementalcontact personsin 28 countries via web enabledtool
A statisticalmethodologycombiningdifferentstatisticalmethods + a welldefined searchstrategy
A statisticalmethodologycombiningdifferentstatisticalmethods + a welldefined searchstrategy
A web-basedscoring tool to carry out web-surveys withbuilt-in checksand controls
A web-basedscoring tool to carry out web-surveys withbuilt-in checksand controls
How?How?
SurveyprocessSurveyprocess
Validation of results by the network ofgovernementalcontact personsAnalyse & reporting
Validation of results by the network ofgovernementalcontact personsAnalyse & reporting
© 2005 Capgemini - All rights reserved - January 2005 6
Approach (2)
ScoringScoring OutputOutputInputInput
Score per Score per service providerservice provider
Highest
Weighted average
Weighted average
14.000 public 14.000 public service service
providersproviders
National
Regional
Local
% of achievement as compared to
the reference model
per service per country
(stages of maturity in eGovernment
service provision)
© 2005 Capgemini - All rights reserved - January 2005 7
Contents
1. Introduction2. Results3. Progress: cases 4. Qualitative information5. Conclusions6. Annex
© 2005 Capgemini - All rights reserved - January 2005 8
Overall results: online sophistication
EU 25 + 3EU 25 + 365%65%
25%- 50%
Transaction (full electronic case handling)
100%
Online
No online service
0%- 25%
25%- 50%
Transaction (full electronic case handling)
100%
Online sophistication
No online service
0%- 25%
Information
EU 15 + 3EU 15 + 372%72%
nEUnEU 101053%53%
Two- way interaction (electronic forms)
75%- 100%
Two- way interaction (electronic forms)
75%- 100%
One- way interaction (downloadable forms)
50%- 75%
One- way interaction (downloadable forms)
50%- 75%
The online sophistication of public service delivery in the EU is situated between one-way interaction and two-way interaction.Even the former EU 15 (+3) countries are overall not yet on a level of two-way online service delivery.
© 2005 Capgemini - All rights reserved - January 2005 9
Overall results of the new indicator: Fully availability online
0% 25% 50% 75% 100%
Sophistication
Fully online
nEU (10)EU (25) + 3EU (15) + 3
29%
40%46%
53%
72%65%
Only 40 % of the public services in the enlarged EU are fully available onlineFor both indicators the gap between the accessing member states and EU15+3 is nearly equal : the accessing countries seems to follow a similar evolution in their eGovernment development as the former countries.
© 2005 Capgemini - All rights reserved - January 2005 10
Evolution of ‘online sophistication’
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2002 2003 2004
Online Online sophistication sophistication
EU 25 + 3EU 25 + 3
Online Online sophistication sophistication
EU 15 + 3EU 15 + 3OnlineOnline
sophisticationsophisticationnEUnEU 1010
When taking into account the results of the 15 EU+3 member states the online sophistication improved further to 72% (+ 5%-points in one year), but there is a tendency to a stabilization at a limit of 80% The development of eGovernment service delivery in the accessing countries corresponds, on average, with the level where the former countries were 2 years ago
© 2005 Capgemini - All rights reserved - January 2005 11
Evolution ‘fully available online’
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2002 2003 2004
Fully onlineFully onlineEU 15 + 3EU 15 + 3
Fully onlineFully onlineEU 25 + 3EU 25 + 3
FullyFully onlineonlinenEUnEU 1010
For the 15 EU+3 member states the percentage of fully transactional services grows with 4%-points to 47%. Also for the second indicator the assessing countries are on the level were the EU15+ was 2 years ago
© 2005 Capgemini - All rights reserved - January 2005 12
0
10
20
30
40
50
60
70
80
90
100
S A UK IRL FIN NOR DK EE ISL F E I NL P SI MT B D EL CH LT CZ L CY HU SK PL LV
‘Online sophistication’ in the different countries
EU average
Even if most of the accessing countries are situated in the lower part of the ranking, three countries are performing above average and Estonia is situated in the upper part of the rankingCountries making an important progress are: Iceland: + 20%-points, Germany: +15%-points, Italy: + 13%-points, UK: + 13%-points, Belgium: + 9%-points.
© 2005 Capgemini - All rights reserved - January 2005 13
‘Fully available online’ in the different countries
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
S A FIN EE UK DK NOR E I F ISL IRL D SI MT P LT B EL NL CZ CY L HU SK PL CH LV
When looking at the percentage of fully transactional services, not only Estonia is performing very well, but also Slovenia and Malta are situated in the middle groupThe range between the results of the countries is important: three countries have only 10% or less services fully transactional, while four other countries have more then 60% of
EU average
their public services fully available online
© 2005 Capgemini - All rights reserved - January 2005 14
G2C versus G2B The results of the online sophistication for businesses are significantly higher: 77% for citizens against 57% for businesses. The difference between both target groups is around 20%.This is also the case for the 10 new countries: 47% for citizens against 64% for businesses.For the fully available online indicator the difference between G2C and G2B is higher. The difference between citizens and businesses can be explained by government policies (supporting of entrepreneurship, administrative simplification) and by factors at the site of businesses (higher IT-readiness). Also the services for citizens are in general of a higher complexity or diversity which may increase the difficulty for e-services.
31%
27%
20%
68%
58%
41%
0% 25% 50% 75% 100%
Public services forcitizens
Public services forbusiness
Fully available online
EU(15)+3 EU (25) +3 nEU (10)
64%
57%
46%
84%
77%
64%
0% 25% 50% 75% 100%
Public services forcitizens
Public services forbusiness
Online sophistication
EU(15)+3 EU (25) +3 nEU (10)
© 2005 Capgemini - All rights reserved - January 2005 15
Public service clustersFOUR PUBLIC SERVICE CLUSTERSFOUR PUBLIC SERVICE CLUSTERS
1. Income generatingservices
Financial flows from citizensand businesses to the
government (mainly taxes andsocial contributions)
1. Income generatingservices
Financial flows from citizensand businesses to the
government (mainly taxes andsocial contributions)
2. RegistrationRecording object or person
related data in official registersdue to administrative
obligations (e.g. car registration, registration of a new company)
2. RegistrationRecording object or person
related data in official registersdue to administrative
obligations (e.g. car registration, registration of a new company)
3. ReturnsPublic services given to citizens
and businesses in return for taxes and contributions (e.g.
social security benefits, public libraries)
3. ReturnsPublic services given to citizens
and businesses in return for taxes and contributions (e.g.
social security benefits, public libraries)
4. Permits & LicensesDocuments delivered by
governmental bodies, whichallow you to drive, to travel, to
build a house,…
4. Permits & LicensesDocuments delivered by
governmental bodies, whichallow you to drive, to travel, to
build a house,…
© 2005 Capgemini - All rights reserved - January 2005 16
Online sophistication per public service clusters
0%
20%
40%
60%
80%
100%Personal documents
Application for building permission
Enrolment in higher education
Environment-related permits
0%
20%
40%
60%
80%
100%Car registration
(Birth and marriage) Certificates
Announcement of movingRegistration of a new company
Submission of data to statisticaloffices
0%20%
40%
60%
80%
100%Job search services
Social security benefits
Declaration to the police
Public libraries (catalogues, searchtools)
Health related services
Public procurement
0%
20%
40%
60%
80%
100%Income taxes
Social contribution for employees
Corporate taxVAT
Customs declaration
1. Income generating services1. 1. IncomeIncome generatinggenerating servicesservices 2. Registration2. Registration
3. Returns3. Returns 4. Permits & Licenses4. Permits & Licenses(96% for the EU (15)+3 and 74% EU10)
Cluster average of 88% Cluster average of 59%(66% for the EU (15)+3 and 48% EU10)
Cluster average of 61%(68% for the EU (15)+3 and 50% EU10)
Cluster average of 50%(55% for the EU (15)+3 and 40% EU10)
EU 15+EU 25+nEU10
© 2005 Capgemini - All rights reserved - January 2005 17
Fully available per service cluster
0%
20%
40%
60%
80%
100%Income taxes
Social contribution for employees
Corporate taxVAT
Customs declaration
0%
20%
40%
60%
80%
100%
Personal documents
Application for building permission
Enrolment in higher education
Environment-related permits
0%
20%
40%
60%
80%
100%Car registration
(Birth and marriage) Certificates
Announcement of movingRegistration of a new company
Submission of data to statistical offices
0%20%40%60%80%
100%Job search services
Social security benefits
Declaration to the police
Public libraries (catalogues,search tools)
Health related services
Public procurement
1. Income generating services1. 1. IncomeIncome generatinggenerating servicesservices 2. Registration2. Registration
3. Returns3. Returns 4. Permits & Licenses4. Permits & Licenses
EU 15+EU 25+nEU10
© 2005 Capgemini - All rights reserved - January 2005 18
Contents
1. Introduction2. Results3. Progress: cases4. Qualitative information 5. Conclusions6. Annex
© 2005 Capgemini - All rights reserved - January 2005 19
Progress: cases (1)• Custom declaration by the
implementation of the Customs Handling of Import and Export Freight (CHIEF) in the UK:
• http://www.hmce.gov.uk/business/importing/chief/chief.htm
• Description: Direct trader access to electronic processing of imports and exports - including the calculation of duties, currency and quantity conversions - and the automatic clearance of consignments. Identification of goods which require documentary or physical examination making use of a highly sophisticated risk profiling system. Information for the production of the United Kingdom’s external trade statistics. A means of electronic communication between Customs and business users. Validation of the accuracy of data input - CHIEF advises the users of any errors. Recording, monitoring and accounting for duties and taxes incurred by individual importers.
© 2005 Capgemini - All rights reserved - January 2005 20
Progress: cases (2)
• Application for building permission by the implementation of a National Planning Portal in the UK:
• http://www.planningportal.gov.uk
• Provides information, forms and indicates the e-level of the local authorities: List of the local authorities who are fully online, allowing you to submit your application electronically, add attachments and pay online. List of the local authorities who let you complete the forms online, retain an electronic copy, then print and post a hard copy to their offices.
© 2005 Capgemini - All rights reserved - January 2005 21
Progress: cases (3)
• Declaration to the police implemented by the Bundesgrenz-schutz in Germany:
http://www.bundesgrenzschutz.de/DienstleistungenOnline
• The Bundesgrenzschutz (BGS) is a Federal Police Force. It carries out special police duties in the security system of the Federal republic of Germany and is subordinated to the Federal Ministry of the Interior. On this site, one can transmit electronically hints or observations to the BGS.
© 2005 Capgemini - All rights reserved - January 2005 22
Progress: cases (4)
Enrolment in higher education by the Ministry of National Education in France:http://www.education.gouv.fr/
The national site provides a downloadable documents that can be filled in by owners of the frenchbaccalauréat, when they want to realise a first enrolment in a first cycle within a French university.
© 2005 Capgemini - All rights reserved - January 2005 23
Progress: cases (5)
• Enrolment in highereducation, by the The Central Office for the Allocation of Study Places (ZVS):http://www.zvs.de
The internet site of the Central Office for the allocation of Studyplaces (ZVS) allows you to get information about the different study-possibilities, about how to get a study place, which rules need to be followed, etc. It also offers the possibility to request a study-place electronically.
© 2005 Capgemini - All rights reserved - January 2005 24
Progress: cases (6)
• Corporate tax, electronic declaration via Internet provided by the Tax Service (Belastingsdienst):
• http://www.belastingdienst.nl/
• From the 1th of January 2005, the employers are obliged to declare corporate taxes electronically.
© 2005 Capgemini - All rights reserved - January 2005 25
Contents
1. Introduction2. Results3. Progress: cases 4. Qualitative information5. Conclusions6. Annex
© 2005 Capgemini - All rights reserved - January 2005 26
E-Government framework
eGovernementreadiness Indicateurs
d’impact
•Economique• Social
•Démocratique
Adoption and use
ImpactPublic Value
3. Finance & Contracting
9. CapabilityDevlpt
1. PolitcalLeadership
5. Stakeholder Participation
6. Performance Mgmt
7. Programme Management
Quality Multi-channel choice
(front-office)2. Proposition
& Channel
Internet online
Digital TV/Radio
Mobile divices
Call centers
Offices
Back-office
fulfillmentcapacity4. Technology
Approach
8. ProcessChange
Integration
Interoperability
Architecture Economic
Social
Democratic
Citizens
Businesses
Employees
Business Intelligence
Structural LandscapeStructural Landscape
PoliticsSocietyCulture
DemographEconomy
eGovernementreadiness Indicateurs
d’impact
•Economique• Social
•Démocratique
Adoption and use
ImpactPublic Value
3. Finance & Contracting
9. CapabilityDevlpt
1. PolitcalLeadership
5. Stakeholder Participation
6. Performance Mgmt
7. Programme Management
Quality Multi-channel choice
(front-office)2. Proposition
& Channel
Internet online
Digital TV/Radio
Mobile divices
Call centers
Offices
Back-office
fulfillmentcapacity4. Technology
Approach
8. ProcessChange
Integration
Interoperability
Architecture Economic
Social
Democratic
Citizens
Businesses
Employees
Business Intelligence
Structural LandscapeStructural Landscape
PoliticsSocietyCulture
DemographEconomy
© 2005 Capgemini - All rights reserved - January 2005 27
From reactive to proactive public service provision
• In Malta the employer submits all the information to the inland revenue and the employees don’t have to fill a return, but simply sign acceptance of its correctness. Malta's ambition is to remove the process completely.• http://www.ird.gov.mt/
© 2005 Capgemini - All rights reserved - January 2005 28
From reactive to proactive public service provision (2)
In Finland employers yearly inform the Tax administration of all wages they have paid and withhold taxes. Most of the salaried employed get a tax proposal from the Tax administration so they do not have to fill the traditional tax declarationhttp://www.vero.fi
© 2005 Capgemini - All rights reserved - January 2005 29
From reactive to proactive public service provision (3)
“Mail adapted to your profile” is a free service of the VDAB (Belgian Flemish Public Employment Service) that informs you every day about the joboffers corresponding to your profile. All these jobs can be received by mail or by sms.
• http://www.vdab.be/mijnvdab/redirects/mailopmaat_vacatures.shtml
© 2005 Capgemini - All rights reserved - January 2005 30
From request based to automatically service provision
In Finland, Iceland and Holland to obtain benefits for children no application is necessary. The payment is automatically linked to the registration of the child.
© 2005 Capgemini - All rights reserved - January 2005 31
From request based to automatically service provision (2)
• In Norway birth certificates are issued automatically on the basis of data submitted to the population register from hospitals.
© 2005 Capgemini - All rights reserved - January 2005 32
From request based to automatically service provision (3)
In many countries medical costs are reimbursed automatically:
In Germany every member of the compulsory health insurance - fund is obliged to use a chip-card for medical attendances. No citizen has to fill in any forms or papers.The Spanish social security doesn’t reimburse the costs covered by obligatory medical insurance. The system provides the medical services to the citizens without any previous payment. Costs for medical treatment and medicine in Austria are usually covered by obligatory health insurance and there is usually no need for citizens to ask for any reimbursement.In Italy citizens do not have to request for reimbursement of medical costs. The National Health Service (SSN) is administered by the Regions and is free at the point of delivery. The reimbursement for medical costs is direct from Ministry of Health to Regions.There is no need for Lithuanian residents to ask for any reimbursement. Costs for some medicine are covered by mandatory health insurance and Lithuanian residents pay only a part of the cost for such medicine, which is not reimbursed. In Norway treatment is free of charge for the patient and therefore doesn’t need to be reimbursed. The National insurance administration reimburses the hospitals directly after the treatments have been made to patients.In Ireland, Finland, Sweden and Malta the service “Medical Costs” is also fully automatic.
© 2005 Capgemini - All rights reserved - January 2005 33
Citizen centered service provision
• Austria will not bring passport delivery fully available online.
• In Austria a form can be downloaded at the central portal http://help.gv.at. Online date-reservations for the personal visit to obtain the passportcan be made electronically. The present system in Austria is very efficient and the whole procedure for the citizen to get a passport doesn’t take more than 20 minutes. By law applicants have to sign personally the passport. A personal visit to the competent administration is therefore necessary. An online form to fill in would therefore mean a deterioration of service because citizens would spend more time than now for the procedure. The introduction of electronic online forms would present a bureaucratic obstacle for citizens.
© 2005 Capgemini - All rights reserved - January 2005 34
From scattered to integrated public service provision
In different countries ‘registration of a car’ is integrated in the service ‘buying a car’
In Malta new cars are registered by the sellers. The car registration has been privatized in Austria and is handled by private insurance companies. There is no need to fill out a form to register a car. The entirely service is processed within a closed system between the broker and the necessary organizations; the relevant documents are immediately handed over to the person.In Finland cars are registered by third parties (insurance companies and car dealers).In Italy car registration is provided directly by the car dealers which are connected by a private network to the Ministry of Transport and Public Car Register (PRA). The network includes about 6000 desk points across the country which are connected to the procedures for car registration by an unified online access point (“Sportello telematicocooperante”)In Belgium there is a back-office application allowing insurance companies and brokers to register their customers, so that the citizen does not have to register himself. Availability of online service for the citizen is therefore not relevant.
© 2005 Capgemini - All rights reserved - January 2005 35
Contents
1. Introduction2. Results3. Progress: cases 4. Qualitative information5. Conclusions6. Annex
© 2005 Capgemini - All rights reserved - January 2005 36
5. Conclusions
The online sophistication of public service delivery in the EU attains 65%(EU10: 53% -EU15+: 72%) but only 40 % of the public services in the enlarged EU are fully transactional online (EU10: 29% - EU15+: 46%) The development of eGovernment service delivery in the accessing countries corresponds, on average, with the level where the former countries were 2 years ago. In the former 15 EU member states + Switzerland, Norway and Iceland, the online sophistication improved further with 5%-points in one year, but there is a tendency to a stabilization at a limit of 80%. Reasons can be:
• Regulations and decisions made for instance with regards to security ;• The present lack of a country-wide co-ordinated policy ;• Development of other channels, service integration, ‘from pull to push’ service delivery systems;• Economy of scale for smaller countries.
When analysing the difference between G2C and G2B services the results of businesses are significantly higher and the gap is equal for the former EU15 and the accessing countries.The country ranking shows that Sweden is still leading, but Iceland, Germany, Italy, UK and Belgium made good progress. The accessing countries are situated in the lower part of the ranking, but three countries are performing above average and Estonia is situated in the upper part of the ranking.Governments are developing initiatives for integrated and automatic service provision with the aim to enhance public service provision in a more citizen oriented way.