Last update: 03/2005
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What is the study on Stakeholder Requirements for European eGovernment services?
Objectives and approach
Achievements
Who benefits?
The role of IDA(BC)
Technical information
Documentation
What is the study on Stakeholder Requirements for European eGovernment services?
European eGovernment services can be defined as cross border public sector services supplied by either national administrations or European Union institutions to European businesses and citizens through interoperable trans European electronic networks. Delivering European eGovernment services requires on the one hand enhancing interoperability at technological, semantic and organisational level to allow seamless information exchanges between disparate administrations of the different Member States operating at different geographical levels (national, regional, local) and using different languages. On the other hand, it also requires taking decisions on the type of European eGovernment services that are to be delivered.
Decision 2004/387/EC establishing the IDABC Programme for the period 2005-2009 calls on the Commission to undertake and update stakeholder consultations on the needs of and benefits for citizens and businesses, with a view to preparing a list of European eGovernment services that could be implemented by the IDABC programme. The study on stakeholder requirements for European eGovernment services is the first of such consultations. Launched under the IDA programme as a preparatory action for the IDABC programme, the results of the study provide key input to inform decisions on the European eGovernment services that could be provided. The study reinforces the problem and user centred orientation of the IDABC programme.
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Objectives and approach
The main objective of the study has been to identify citizens’ and businesses’ requirements for European eGovernment services to help the Commission and the management committee of the IDABC programme take informed decisions on the kind of services that are considered as most relevant by potential European users during the preparatory and initial phases of the IDABC programme.
The study comprised four phases:
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During the first phase, the study methodology was developed, the stakeholder groups were identified, and a list of possible European eGovernment services was drafted.
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The second phase aimed at identifying the needs of two specific target groups, ‘mobile’ citizens and businesses involved in cross-border activities through interviews, focus groups, and web-based questionnaires.
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In the third phase, national public administrations (including the regional and local levels) were consulted to draw on experiences gathered in supporting both national and other European citizens and businesses in cross-border activities.
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In the fourth and last phase, study results were analysed and two lists of necessary and beneficial PEGS were established.
The study establishes two sets of ranked and defined European eGovernment services, one for businesses and one for citizens.
Identified services were ranked and consequently prioritised on a 0% to 100% scale taking account the following criteria:
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Demand and potential user benefits: based on the results of the second phase of the study, demand for the implementation of specific services was assessed, while potential user benefits (in terms of time and costs saved per target group) were estimated.
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Efforts needed and feasibility: based on the results of phase three, public administrations’ efforts required for the implementation of specific European eGovernment services were assessed, while the feasibility of service implementation was analysed.
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Political priorities: during the final phase of the study, researchers identified existing legal bases allowing Member States to politically prioritise the implementation of specific European eGovernment services.
For citizens, the services deemed most relevant at European level include pensions (62%), tax declaration and refunding (59%), public health insurance (56%), residence and work permits (58% and 52% respectively) as well as driving licences (52%). For businesses, the highest ranking services are VAT refunding (63%), declarations of excise goods (60%), registration of a new company (58%) and of intellectual property (35%) as well as public procurement (11%).
The study also offers a generic description of the possible European eGovernment services identified, the sub-services that their implementation would require and the information exchanges needed and concludes with an overview over obstacles that exist to eGovernment development across Europe, such as strategic and political barriers, technological barriers and the need for the development of specific skills within administrations.
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Achievements
The study was completed in January 2005 and its results were presented and discussed during the IDABC inaugural conference on 17-18 February 2005. They continuously feed into discussions of actions to be carried out by the IDABC programme as do empirical evidence gathered by Commission services through various other initiatives.
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Who benefits?
Eventually, any European businesses and citizens wanting to carry out their businesses in another EU country will benefit of the results of the study since it gives a basis to develop future European eGovernment services in line with the needs expressed by businesses and citizens themselves.
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The role of IDA(BC)
The study was financed and co-ordinated under the IDA programme as a preparatory action for the IDABC programme launched on 1 January 2005.
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Technical information
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Project start date
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2004
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Project status
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Completed
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IDA budget
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2004 € 191,200
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Responsible service
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DG Enterprise - IDABC Unit
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Project coordinator
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Bent Hauschildt
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Contact
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idabc@ec.europa.eu
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Documentation on the study on Stakeholder Requirements for European eGovernment services
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