Public Services Online: how is Europe progressing? Web-based Survey on Electronic Public Services, Results October 2004 Brussels, February PDF Free Download

Public Services Online: how is Europe progressing? Web-based Survey on Electronic Public Services, Results October 2004 Brussels, February 2005

2005 Capgemini - All rights reserved - January 2005 2 Context eeurope 2005 «bringing the benefits of the Information Society to all Europeans - an information society for all» INDICATORS TO BENCHMARK PROGRESS IN eeurope Indicator Indicator eeurope nr. 17: 2002: Percentage of basic public services available online Indicator Indicator eeurope D. 1: 2005: No. of basic public services fully available online eeurope 2002 First: October 2001 Second: April 2002 Third: October 2003 eeurope 2005 Fourth: October 2004 Fifth: October 2005

2005 Capgemini - All rights reserved - January 2005 3 Scope 28 countries 20 public services 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 15+3 10 new + Switzerland - CH Cyprus CY Czech Republic CZ Estonia EE Hungary HU Latvia LV Lithuania LT Malta MT Poland PL Slovakia SK Slovenia SI Citizens Income taxes Job search Social security benefits Personal documents Car registration Application for building permission Declaration to the police Public libraries Birth & marriage certificates Enrolment in higher education Announcement of moving Health-related services Businesses Social contribution for employees Corporate tax VAT Registration of a new company Submission of statistical data Customs declaration Environment-related permits Public procurement

2005 Capgemini - All rights reserved - January 2005 4 Methodology 20 public services Indicator D. 1: Indicator eeurope 2002: Percentage of basic public services No. of basic available public online Indicator D. 1: Indicator eeurope 2005 No. of basic public services fully No. available of basic online public Online development (level of sophistication) Transaction (full electronic case handling) Two-way interaction (electronic forms) Fully available online Full electronic case handling) One-way interaction (downloadable forms) Information No full electronic case handling 4 stages of on-line development 2 levels of on-line development

2005 Capgemini - All rights reserved - January 2005 5 Approach Survey process MODULE 1 Landscaping of the governmental structure of countries MODULE 2 Sampling of service providers & URL search MODULE 3 Web-based survey and scoring MODULE 4 Analyse of the scoring results How? Input from a network of governemental contact persons in 28 countries via web enabled tool A statistical methodology combining different statistical methods + a well defined search strategy Aweb-based scoring tool to carry out websurveys with built-in checks and controls Validation of results by the network of governemental contact persons Analyse & reporting

2005 Capgemini - All rights reserved - January 2005 6 Approach (2) Input Scoring Output 14.000 public service providers National Regional Local Score per service provider Highest Weighted average Weighted average % of achievement as compared to the reference model per service per country (stages of maturity in egovernment service provision)

2005 Capgemini - All rights reserved - January 2005 8 Overall results: online sophistication Online sophistication Two- way interaction (electronic forms) Transaction (full electronic case handling) 100% EU 15 + 3 72% 75%- 100% neu 10 53% Information 25%- 50% One- way interaction (downloadable forms) 50%- 75% EU 25 + 3 65% No online service 0%- 25% The online sophistication of public service delivery in the EU is situated between oneway 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.

2005 Capgemini - All rights reserved - January 2005 9 Overall results of the new indicator: Fully availability online Fully online Sophistication 29% 40% 46% 53% 65% 72% neu (10) EU (25) + 3 EU (15) + 3 0% 25% 50% 75% 100% Only 40 % of the public services in the enlarged EU are fully available online For 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.

2005 Capgemini - All rights reserved - January 2005 10 Evolution of online sophistication 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Online sophistication neu 10 2001 2002 2003 2004 Online sophistication EU 15 + 3 Online sophistication EU 25 + 3 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

2005 Capgemini - All rights reserved - January 2005 11 Evolution fully available online 100% 90% 80% 70% 60% 50% Fully online EU 15 + 3 40% 30% 20% 10% 0% Fully online neu 10 2001 2002 2003 2004 Fully online EU 25 + 3 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

2005 Capgemini - All rights reserved - January 2005 12 Online sophistication in the different countries 100 90 80 70 60 EU average 50 40 30 20 10 0 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 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 ranking Countries making an important progress are: Iceland: + 20%-points, Germany: +15%- points, Italy: + 13%-points, UK: + 13%-points, Belgium: + 9%-points.

2005 Capgemini - All rights reserved - January 2005 13 Fully available online in the different countries 100% 90% 80% 70% 60% 50% 40% EU average 30% 20% 10% 0% 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 group The 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 their public services fully available online

2005 Capgemini - All rights reserved - January 2005 14 G2C versus G2B Public services for business Public services for citizens Public services for business Public services for citizens 20% Online sophistication 27% 31% 41% 46% Fully available online 57% 58% 64% 64% 68% 77% 84% 0% 25% 50% 75% 100% EU(15)+3 EU (25) +3 neu (10) 0% 25% 50% 75% 100% 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. EU(15)+3 EU (25) +3 neu (10)

2005 Capgemini - All rights reserved - January 2005 15 Public service clusters FOUR PUBLIC SERVICE CLUSTERS 1. Income generating services Financial flows from citizens and businesses to the government (mainly taxes and social contributions) 3. Returns Public services given to citizens and businesses in return for taxes and contributions (e.g. social security benefits, public libraries) 2. Registration Recording object or person related data in official registers due to administrative obligations (e.g. car registration, registration of a new company) 4. Permits & Licenses Documents delivered by governmental bodies, which allow you to drive, to travel, to build a house,

2005 Capgemini - All rights reserved - January 2005 16 Online sophistication per public service clusters 1. Income generating services Income taxes 100% 80% 60% 2. Registration Car registration 100 % 80% 60% Customs declaration 40% 20% Social contribution for employees Submission of data to statistical offices 40% 20% (Birth and marriage) Certificates 0% 0% VAT Corporate tax Registration of a new company Announcement of moving Cluster average of 88% EU 15+ Cluster average of 59% (96% for the EU (15)+3 and 74% EU10) EU 25+ (66% for the EU (15)+3 and 48% EU10) neu10 3. Returns 4. Permits & Licenses Public procurement Job search services 100% 80% 60% 40% Social security benefits Personal documents 100 % 80% 60% 40% Health related services 20% 0% Declaration to the police Environment-related permits 20% 0% Application for building permission Public libraries (catalogues, search tools) 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) Enrolment in higher education

2005 Capgemini - All rights reserved - January 2005 17 Fully available per service cluster 1. Income generating services 2. Registration Car registration 100% Customs declaration Income taxes 100% 80% 60% 40% 20% Social contribution for employees Submission of data to statistical offices 80% 60% 40% 20% 0% (Birth and marriage) Certificates 0% VAT Corporate tax Registration of a new company Announcement of moving Public procurement Job search services 100% 80% 60% 40% 20% 0% Social security benefits EU 15+ EU 25+ neu10 3. Returns 4. Permits & Licenses Environment-related permits Personal documents 100% 80% 60% 40% 20% 0% Application for building permission Health related services Declaration to the police Public libraries (catalogues, search tools) Enrolment in higher education

2005 Capgemini - All rights reserved - January 2005 19 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/busin ess/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.

2005 Capgemini - All rights reserved - January 2005 20 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.

2005 Capgemini - All rights reserved - January 2005 21 Progress: cases (3) Declaration to the police implemented by the Bundesgrenzschutz in Germany: http://www.bundesgrenzs chutz.de/dienstleistunge nonline 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.

2005 Capgemini - All rights reserved - January 2005 22 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 french baccalauréat, when they want to realise a first enrolment in a first cycle within a French university.

2005 Capgemini - All rights reserved - January 2005 23 Progress: cases (5) Enrolment in higher education, 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.

2005 Capgemini - All rights reserved - January 2005 24 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.

2005 Capgemini - All rights reserved - January 2005 26 E-Government framework egovernement readiness Structural Landscape 1. Politcal Leadership Politics Society Culture 3. Finance & Demograph Contracting Economy 9. Capability Devlpt Quality Multichannel choice (front-office) 2. Proposition & Channel Internet online Digital TV/ Radio Mobile divices Call centers Offices Backoffice fulfillment 4. capacity Technology Approach Architecture Integration Business Intelligence Interoperability 8. Process Change Adoption and use 5. Stakeholder Participation Citizens Businesses Employees Impact Public Value Indicateurs 6. Performance d impact Mgmt Economic Economique Social Démocratique Social Democratic 7. Programme Management

2005 Capgemini - All rights reserved - January 2005 27 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/

2005 Capgemini - All rights reserved - January 2005 28 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 declaration http://www.vero.fi

2005 Capgemini - All rights reserved - January 2005 29 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/mail opmaat_vacatures.shtml

2005 Capgemini - All rights reserved - January 2005 30 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.

2005 Capgemini - All rights reserved - January 2005 31 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.

2005 Capgemini - All rights reserved - January 2005 32 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 chipcard 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.

2005 Capgemini - All rights reserved - January 2005 33 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 passport can 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.

2005 Capgemini - All rights reserved - January 2005 34 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 telematico cooperante ) 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.

2005 Capgemini - All rights reserved - January 2005 36 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.