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eGovernment Benchmark 2018

Securing eGovernment for all

2018 | Niels van der Linden, a.o. | European Union

eGovernment Benchmark 2018


In times of rapid digitalisation and societal change, governments across Europe transform their public services. Both enhanced and innovative solutions support the realisation of a European Digital Single Market. Further integration of technologies optimises and unifies public services both within and across countries. The 2018 eGovernment Benchmark sheds light on the state-of-play of the digital transformation of European public administrations. Moreover, its in-depth analysis offers key reflections on the realisation of the principles set forth in the EU eGovernment Action Plan 2016-2020 and the Tallinn Declaration on eGovernment, such as digital-by-default, trustworthiness and security, as well as openness and transparency. Building upon these foundational policies, the eGovernment Benchmark pinpoints improvements and potential opportunities for putting into practice public services that ensure citizens and business come first.

The Insight Report at hand, presents the main highlights of the assessment of eGovernment services in 34 countries: the 28 European Union Member States, as well as Iceland, Norway, Montenegro, the Republic of Serbia, Switzerland, and Turkey (referred to as the EU28+). The assessment of these services covers the priority areas of the EU eGovernment Action Plan 2016-2020, which also provides insights in the current status of the principles set forth in the Talinn declaration of eGovernment. Each priority area is measured by one or more indicators, included in the so-called top level benchmarks:

  • User centricity: indicates the extent to which a service is provided online, its mobile friendliness and its usability (in terms of available online support and feedback mechanisms).
  • Transparency Government: indicates the extent to which governments are ransparent about the process of service delivery, the responsibilities and performance of public organisations and the personal data processed in public services.
  • Cross-border mobility: indicates the extent to which users of public services from another European country can use the online services.
  • Key enablers: indicates the extent to which technical and organisational pre-conditions for eGovernment service provision are in place, such as electronic identification and authentic sources.






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