2025-06-29-Capgemini-2025年电子政务基准报告_用户友好型在线公共服务步入正轨（英）_18页_5mb

eGovernment Benchmark 2025 Summary

Background

The eGovernment Benchmark 2025 Insight Report evaluates digital public services in the European Union (EU). It assesses progress toward the European Commission's Digital Decade goals, focusing on online accessibility, interoperability, and user support. The 2024 data shows continuous improvement but highlights persistent gaps.

Digital Decade Key Performance Indicators (KPIs)

• Digital Public Services for Citizens: EU27 score is 82 points. National online availability is 93 points, but cross-border availability is only 67 points. Life events with the highest performance include Transport and Moving, while Family and Health lag behind due to poor cross-border availability.
• Digital Public Services for Businesses: EU27 score is 86 points. Business-related life events, like Regular Business Operations, score higher, but cross-border challenges remain.

Auxiliary Indicators

• Mobile Friendliness: EU27 average is 96 points, showing good progress in making services responsive for all users.
• User Support: Average score is 89 points for national services and 66 points for cross-border services, indicating room for improvement in providing help and feedback mechanisms.
• Transparency of Service Delivery: EU27 score is 70 points. Politics and justice-related services (e.g., small claims) struggle with clarity and user involvement.
• Pre-filled Forms: EU27 score is 71 points. National progress exceeds cross-border, but user data re-use remains low.

Cross-Border and Regulatory Accelerators

• Single Digital Gateway Regulation: 93% of linked services are available online nationally, but only 56% support cross-border transactions.
• Cybersecurity: Fewer than 1% of websites pass all security criteria, exposing users to risks like data theft.
• Artificial Intelligence in Live Support: 60% of national portals offer live support, with 43% using AI chatbots.
• Web Accessibility: 57% of websites violate WCAG 2.1 criteria, particularly for users with disabilities. Local governments perform better than regional ones here.

Key Conclusions and Recommendations

• Continued progress from 2023 but gaps persist, particularly in cross-border services and cybersecurity.
• Prioritizing web accessibility, user support, and interoperability is essential to achieve the Digital Decade targets by 2030.
• Recommendations include stronger cross-border collaboration, enhanced cybersecurity measures, and inclusive design to ensure no one is left behind in digitalization.