Navigation path

Left navigation

Additional tools

Other available languages: FR DE


Brussels, 29 June 2006

Online public services are increasingly interactive: “intelligent delivery” is the next frontier, says latest e-Government report

The maturity of online public services in the EU keeps improving and they have now reached an overall level of sophistication where full two-way interaction between citizens and governments is the norm. Nearly 50% of services allow the citizen to conduct the whole process on-line, says the latest e-Government survey carried out for the Commission. This in turn leads to better, more efficient and effective service provision. The sophistication index has risen by 6% in the year to April 2006 in the EU 15 Member States, but by 16% in the EU10, reflecting the considerable efforts made in recent years. Austria leads the online public service league, followed by Malta and Estonia. Since 2001, this survey has measured the share of public services fully available on line in the EU, plus Iceland, Norway and Switzerland. Many billions of euros could be saved for European taxpayers every year through administrative modernisation across the 25 EU Member States, as outlined in the European Commission’s eGovernment Action Plan of April 2006 (see IP/06/523).
Welcoming the findings, Information Society and Media Commissioner Viviane Reding said: "On-line service delivery is now a mature service delivery model in the EU, and a new paradigm of 'intelligent', user-oriented e-services is beginning to emerge. According to our estimates[1], the economic impact of eGovernment research and development programmes may be as high as 1.54% of EU GDP by 2010 (€166 billion with 2005 GDP), provided that research and deployment initiatives are supported. This is why we launched the ambitious i2010 eGovernment Action Plan. Measuring Member States progress in making their online services more available, more effective and more user-centric is now more important than ever. I hope that these results further encourage Member States to implement the Action Plan, as they have committed themselves to doing recently in the Council."

General conclusions of the report

The survey, carried out for the European Commission by consultants Capgemini, examined 14,000 web sites in the 25 EU Member States plus Norway, Iceland and Switzerland. In 2006 the online sophistication of public service delivery in the EU Member States has reached an overall score of 75%, while almost 50% of the measured public services are fully available online. The different degrees of sophistication of online public services range from ‘basic’ information provision over one-way and two-way interaction to ‘full’ electronic case handling (fully available online).

Both indicators of the survey have recorded a significant global progress of 10% for the 28 surveyed countries.

At the beginning of this century, the Commission's e-Government initiatives focussed on developing eServices (projects aimed at providing online access to public services). These are now mostly in place, and governments are moving on to the next stage, of developing intelligent, user-oriented e-services.

Sophistication and full availability indicators show that Austria now leads the way in all 20 services measured[2]. Austria’s “eGovernment platform” is a class-leading example of how to optimize a government’s eServices offering and make it almost 100% transactional. Malta achieved the most outstanding progress ever recorded, moving from 16th to 2nd place, while Estonia moved up from 8th to equal 3rd with Sweden. Hungary has moved up from 23rd to 14th and Slovenia from 15th to 7th.

One priority of the eGovernment Action Plan priorities is to “make efficient and effective eGovernment a reality”. Future editions of this survey will be geared to measure this objective. Furthermore, this supply side measurement will be combined with measurement of take up and government reorganisation to allow the assessment of the impact of the i2010 eGovernment Action Plan.
Further information :
Country Results – online sophistication
[Graphic in PDF & Word format]
Country Results – full availability online
[Graphic in PDF & Word format]


[2] The 20 basic public services

Income Taxes
Social Contribution for Employees
Job Search
Corporate Tax
Social Security Benefits3
Personal Documents4
Registration of a New Company
Car Registration
Submission of Data to the Statistical Office
Application for Building Permission
Custom Declaration
Declaration to the Police
Environment-related Permits
Public Libraries
Public Procurement
Birth and Marriage Certificates

Enrolment in Higher Education

Announcement of Moving

Health-related Services

Side Bar