Capgemini-2023年电子政府基准：连接数字政府（英）-2023-40页_9mb

eGovernment Benchmark 2023 Insight Report：Connecting Digital Governments

Insight Overview
eGovernment Benchmark monitors digital public services in 35 European countries (EU27+, Iceland, Norway, Switzerland, Albania, Montenegro, North Macedonia, Serbia, Türkiye) using four key dimensions: User Centricity, Transparency, Key Enablers, and Cross-Border Services. Countries receive an overall maturity score ranging from 0 to 100 points.

Key Findings

1. Overall Maturity

   • Leaders: Malta (96), Estonia (92), Luxembourg (89), Iceland (88), Finland (86).
   • EU27+ average: 70 (improved by 8 points in five years). Notable improvements in Key Enablers driven by eID and pre-filled form adoption.

2. Dimensions Breakdown

   • User Centricity: Highest-performing dimension, scoring 90 on average (e.g., mobile-friendliness at 93%, 84% fully online services).
   • Transparency: Lowest-scoring dimension (62 on average), with room for improvement in service process clarity.
   • Key Enablers: Performance growth evident, especially in eID adoption (70% online authentication), though single sign-on is limited (49%).
   • Cross-Border Services: Most significant gap (average 57), due to language issues, eID limitations, and authentication barriers.

3. Digital Divide

   • Gap between national and cross-border users (84% vs. 49% fully online services).
   • Citizens vs. Entrepreneurs: Entrepreneurs benefit from higher digital service maturity (79 vs. 68 overall scores).
   • Central vs. Local/Regional Governments: Central governments lead in online services (88%), while local governments lag (62%).

4. Persistent Challenges

   • Mobile accessibility and web security still need improvement (e.g., 82% violate WCAG guidelines).
   • Proactive services (automatic delivery) are rare, occurring in only 7% of cases.

Cross-Border Focus

• Single Digital Gateway and eIDAS Regulation aim to improve interoperability, enabling users to access services across borders using national eIDs.
• 31 countries now support cross-border eID (up from 14 in 2022).

Conclusion and EU 2030 Targets
The European Digital Decade targets aim for 100% of key public services online by 2030. Three key gaps must be bridged:

1. Cross-border users vs. national users.
2. Citizens vs. entrepreneurs.
3. Central vs. regional/local governments.

Interoperability through the Interoperable Europe Act and increased reuse of tools like eIDAS and Digital Post is critical for achieving this goal.

Summary by Dimension (EU27+ Average)