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_6mb

Observation:
European governments are making progress in digitalizing public services, but challenges in cross-border access, cybersecurity, and inclusivity remain, as highlighted by the 2025 eGovernment Benchmark. Citizen digital service availability averages 82 points, while businesses score 86, showing steady improvement.

KPI Highlights:
Digital services for citizens show higher cross-border gaps in availability (67 points vs. 93), affecting areas like health and family services. Business-related services are more uniformly online, but cross-border issues persist in regular operations.

Strengths:
Mobile friendliness is strong (96%) with most sites responsive on mobile devices. User support mechanisms are well-developed (89%), and AI-powered chatbots improve service accessibility for up to 43% of portals.

Weaknesses:
Web accessibility faces significant issues, with over 57% of websites violating guidelines, limiting access for users with disabilities. Cross-border availability is notably lower than national access, and cybersecurity weaknesses affect about 99% of government portals.

Accelerators in Focus:
Regulations like the Single Digital Gateway aim to improve cross-border services, while AI and cybersecurity advancements provide pathways for better service delivery. Slovakia's Slovensko 3.0 platform shows effective centralization of services, boosting digital adoption.

Key Conclusions:
Progress is evident, but efforts must intensify to address disparities, enhance inclusivity, and bolster security to meet 2030 targets. Collaboration is essential for uniform, border-free digital services across the EU.