public services online: how is europe progressing? · public services online: how is europe...

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


Context

INDICATORS TO BENCHMARK PROGRESS IN eEUROPE


Indicator nr. 17:

Percentage of basic public services available

online

Indicator nr. 17:


online



Indicator eEurope 2002:


online



onlineIndicator D. 1:

No. of basic public services fully available

online

Indicator D. 1:


online



online



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


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


Methodology

4 stages of on-line development4 stages of on-line development


InformationInformation

One-wayinteraction

(downloadableforms)

One-wayinteraction

(downloadableforms)

Two-wayinteraction

(electronic forms)

Two-wayinteraction

(electronic forms)

Transaction (full electronic case

handling)


handling)

Onlinedevelopment

(level ofsophistication)

Onlinedevelopment


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:


Indicator eEurope 2002:Percentage of basic public services available online

No full electroniccase handling


2 levels of on-line development2 levels of on-line development

Full electronic case handling)


4 stages of on-line development4 stages of on-line development


InformationInformation

One-wayinteraction

(downloadableforms)

One-wayinteraction

(downloadableforms)

Two-wayinteraction

(electronic forms)

Two-wayinteraction

(electronic forms)


handling)


handling)

Onlinedevelopment


Onlinedevelopment


Fullyavailable

online

Fullyavailable

online

Indicator D. 1:


Indicator eEurope 2005

No. of basic public services fully available online

Indicator D. 1:


Indicator eEurope 2002:Percentage of basic public services available online



2 levels of on-line development2 levels of on-line development




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


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)


Contents

1. Introduction2. Results3. Progress: cases 4. Qualitative information5. Conclusions6. Annex


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.


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.


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


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


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.


‘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


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)


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,…


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


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


Contents

1. Introduction2. Results3. Progress: cases4. Qualitative information 5. Conclusions6. Annex


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.

http://www.hmce.gov.uk/business/importing/chief/chief.htm

http://www.hmce.gov.uk/business/importing/chief/chief.htm


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.

http://www.planningportal.gov.uk/

http://www.planningportal.gov.uk/


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.


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.

http://www.education.gouv.fr/


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.


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.


Contents



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


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/


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


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


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.


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.


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.


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.


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.


Contents



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.