19 November 2009

EU ministers: accessible, interactive and customised online public services in Europe by 2015

Be the first to share

EU eGov benchmark
EU press release (link):EU ministers have committed to developing smarter online public services for citizens and businesses by 2015. The Commission has welcomed this step forward in making eGovernment more accessible, interactive and customised. At the fifth Ministerial eGovernment Conference in Malmö (Sweden) today, EU ministers outlined a joint vision and policy priorities on how this should be delivered. eGovernment is a key step towards boosting Europe’s competitiveness, benefiting from time and cost savings for citizens and businesses across Europe.”Today’s declaration is another step in the right direction to further improve online public services for citizens and businesses. The commitment to shift from a “one-size-fits-all” to a customised approach is more likely to meet users’ needs and will open the path for more interactive and demand-driven public services in Europe”, said Siim Kallas, Vice-President of the European Commission in charge of Administrative Affairs, Audit and Anti-Fraud.

Viviane Reding, European Commissioner for Information Society and Media, added: “The Malmö declaration is an encouraging signal sent from Member States towards the achievement of more effective cross-border services and the completion of the Single Market. For such services to become a reality for most citizens there is still more to be done. Achieving government savings in the current economic climate must be a priority. Better cross-border public services must be delivered even with fewer resources available so the investment made in eGovernment must be maximised. The lives of citizens and businesses can be made increasingly easier if they can benefit from efficient public services ranging from simple registration of life events such as births and residence, business services such as company registration and information or more sophisticated applications including those relating to tax, VAT or customs declarations.”

The declaration signed last night in Malmö by the EU ministers outlines a joint forward-looking vision and defines policy priorities to be achieved by 2015. The key objectives that Member States together with the Commission aim to achieve in the next five years are:

  • to empower businesses and citizens through eGovernment services designed around users’ needs, better access to information and their active involvement in the policy making process;
  • to facilitate mobility in the single market by seamless eGovernment services for setting up business, for studying, working, residing and retiring in Europe;
  • to enhance the effectiveness and efficiency of government services by reducing the administrative burden, improving organisational processes of administrations and using ICT to improve energy efficiency in public administrations which will result in a greater contribution to a sustainable low-carbon economy.

The European Commission is already working in close cooperation with Member States to set concrete targets for the eGovernment agenda in Europe and will launch an action plan in the second half of 2010 proposing concrete measures to achieve the objectives set out in the ministerial declaration.

The empowerment of citizens and businesses is already supported today by a large number of eGovernment services. Recent figures from the eighth benchmarking report ordered by the European Commission on eGovernment in Europe, released today at the fifth ministerial conference, indicate that the quality and availability of online government services have been on the rise in Europe in the last two years: 71% of the public services measured are fully available online through portals or websites, while this was only 59% in 2007. Austria, Malta, Portugal, the United Kingdom, Sweden and Slovenia are leading countries in the assessment of availability of services. Poland, Slovakia, Lithuania and Latvia are making important progress but differences across Europe remain significant.

The report shows also an increased degree of interaction between service providers and users, where Europe stands at 83%, compared to 76% in 2007 (see annex for table). This year’s report looks at the availability of eProcurement, which aims at improving public procurement. It is now at around 60% in the EU, still far from the 100% target for 2010 set by the i2010 eGovernment action plan.

Related information:
eGovernment Ministerial Declaration
Benchmarking documents
– eGovernment Benchmark Survey 2009 – Smarter, Faster, Better eGovernment

Be the first to share
2 February 2016
The secret UX issues that will make (or break) self-driving cars
In an unassuming research lab, Volkswagen is solving problems that Tesla and Google haven't come close to cracking. Cliff Kuang reports for Fast Company. In his article he features the work of Brian Lathrop, who runs …
30 January 2016
Is design thinking the next big thing for U.S. power?
The U.S. Army is already using design thinking to inform its battle doctrine, and now voices go up to apply it to US foreign policy as well. Design Thinking Comes to the U.S. Army by Roger Martin The …
30 January 2016
Design thinking for museums
The Design Thinking for Museums site is the outcome of a 2012 partnership between the San Francisco Museum of Modern Art (SFMOMA) and Stanford’s Hasso Plattner Institute of Design (d.school). It is conceived as a …
29 January 2016
[Report] Consumers more frustrated by smart home apps than devices
New report by Argus Insights suggests disappointing apps break user experience, may cause decline in consumer delight over time. The Smart Home ecosystem comprises both hardware devices and software apps and together they are supposed to …
29 January 2016
Replacing Personas with Characters
Because personas focus on creating a story made up of a customer’s attributes, instead of a story that explains a purchase, personas leave the brain in a unsatisfied state, argues Alan Klement. To fix this, …
27 January 2016
Remaking Ford into a user experience-driven company
Ford CEO Mark Fields recently declared that Ford would be remade as a user-experience driven company: "We have obviously a lot experience in the car business, over 113 years, and our differentiation is going to be …
27 January 2016
The privatization of human rights: illusions of consent, automation and neutrality
The privatization of human rights: illusions of consent, automation and neutrality by Emily Taylor Published by the Centre for International Governance Innovation and Chatham House 2016 The Internet enables the free flow of information on an unprecedented scale …
26 January 2016
Designing for Crisis, Design for Real Life
It’s easy to design for the idealized user, someone who’s smart, calm, and informed. It’s less easy, and thus more important, to design for a more realistic user: still smart, but harried and uncertain. The …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

18 January 2016
Experientia website completely reshaped

Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]

1 January 2016
For when things get personal…
13 October 2015
Experientia report: Design for ageing gracefully

Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015

29 September 2015
[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

See all articles