Commission staff working paper - Towards a Renewed Social Agenda for Europe — Citizens’ Well-being in the Information Society {COM(2008) 414 final} {COM(2008) 415 final}
Date: 2008-07-02
Institutions: European Commission
Subjects: European cooperation, cross-border cooperation, health care, health policy, patient's rights, redemption, right to health

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COMMISSION OF THE EUROPEAN COMMUNITIES 

Brussels, 2.7.2008 
SEC(2008) 2183 

COMMISSION STAFF WORKING PAPER 

Towards a Renewed Social Agenda for Europe — Citizens’ Well-being in the 
Information Society 

{COM(2008) 414 final} 
{COM(2008) 415 final} 

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COMMISSION STAFF WORKING PAPER 

Towards a Renewed Social Agenda for Europe — Citizens’ Well-being in the 
Information Society 

1. 

SUMMARY 

Digital technologies are now an essential part of daily life. We use them at work, in day-to-
day relationships, in dealing with public services, and a lot more besides. They touch our lives 
in ways that we are often unaware of or don’t even think about. 

In just one generation, they have revolutionised the way we live, learn, work and play. They 
account  for  approximately  half  of  the  productivity  growth  in  modern  economies  and  have 
radically changed the ways in which people, industry, governments and society interact with 
each other and with the environment. 

This  staff  working  paper  sets  out  the  significant  contributions  that  these  technologies  make 
towards  a  renewed  social  agenda  for  Europe  and  identifies  the  specific  activities  that  the 
Commission  will  undertake  until  the  end  of  2008  to  help  ensure  citizens’  well-being  in  the 
information society. 

2. 

INTRODUCTION 

Information  and  communication  technology  (ICT)  has  a  large  impact  on  society  and  the 
economy. ICT has fostered the restructuring of markets and changed the ways we do business, 
and  continues  to  offer  an  unprecedented  opportunity  for  innovation.  ICT  makes  a  major 
contribution  to  economic  growth:  it  accounts  for  40%  of  Europe’s  productivity  growth  and 
25% of EU GDP growth1. It makes both a direct and an indirect contribution to growth and 
competitiveness. 

The  innovative  impact  of  ICT  is  also  felt  in  the  social  sphere.  Digital  technologies  have 
already empowered millions of citizens and helped socially and geographically marginalised 
groups become more included and engaged. They facilitate improvements in public services, 
ensuring equal access to information and promoting democracy. They contribute to improving 
the environmental performance of other technologies, thereby enhancing our quality of life.  

3. 

THE  INFORMATION  SOCIETY:  A  WIN-WIN  FOR  SOCIAL  INCLUSION  AND  ECONOMIC 
GROWTH 

The  technological  transformation  that  is  conveyed  by  the  information  society  makes  it 
possible to respond to our social inclusion needs while presenting opportunities for economic 
growth.  Bridging  digital  divides  and  accessibility  gaps,  or  improving  digital  competences, 

1 

European  Commission,  i2010  —  A  European  Information  Society  for  growth  and  employment, 
SEC(2005) 717 

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translates into new jobs and services. Initial estimates indicate that benefits from e-inclusion 
in the EU-27 could be between €35 and €85 billion over five years

2. 

The Commission is at the forefront of this effort with its strategy of supporting research and 
innovation  for  inclusive  ICT  for  everybody’s  benefit  while  establishing  a  comprehensive 
policy framework to help address Europe’s societal challenges3.  

Although there is a clear need to pursue a coherent e-inclusion strategy into the future, these 
efforts  are  already  delivering results.  Individuals  and  communities  are  being  empowered  by 
ICT  to  better  enjoy  traditional  as  well  as  new  information  society  services.  For  example, 
social,  healthcare  and  consumer  services  are  becoming  more  easily  available  and  more 
affordable  thanks  to  higher  efficiencies  from  the  use  of  ICT  and  the  greater  adaptability  of 
ICT-enabled services to users’ needs. More attention to accessibility features when designing 
new technologies is allowing disabled people — and increasingly the elderly — to better use 
information  society  tools  and  services  to  be  actively  included  in  society.  This  is,  in  turn, 
increasing the degree of usability of technologies for all. 

Additionally,  a  more  empowered  society  constitutes  the  best  market  incentive  for  the 
necessary investments in research and innovation for developing the inclusive technologies of 
the future. 

4. 

PERSISTENT  DIGITAL  DIVIDES  LEAD  TO  SOCIAL  EXCLUSION  IN  THE  KNOWLEDGE 
SOCIETY 

Despite  its  inclusive  potential,  the  information  society  can  also  have  negative  effects  by 
creating new divides in terms of digital haves and have nots based on different factors such as 
education, age, income, geographic and sometimes cultural origin, education or disabilities. It 
is  estimated  that  30-40%  of  people  in  Europe  still  do  not  fully  enjoy  the  benefits  of  the 
information  society.  Those  groups  with  the  largest  remaining  disparities  in  internet  use  and 
digital literacy correspond to categories of people outside the labour force and in an older age 
bracket, followed by those with low educational attainment. The unemployed, however, have 
internet use rates which are closer to the population average.  

% 

Average (EU-27)  Older people 

Internet  regular 
users 

No internet skills 

computer 

No 
skills 

51 

40 

40 

(65+) 

13 

82 

81 

Economically 
inactive 

Low educated 

Unemployed 

21 

73 

71 

31 

63 

62 

42 

45 

43 

Source: Eurostat 2007 Community survey on ICT usage in households and by individuals 

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3 

European Commission, COM(2007) 694 & SEC(2007) 1469 
European Commission, COM(2007) 694 

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Digital divides reinforce social divides in two ways: 

–  On  the  one  hand,  they  put  a  large  part  of  the  population  at  risk  of  exclusion  from  the 
knowledge  society,  since  only  part  of  the  population  have  access  to  or  use  ICT-enabled 
services efficiently; 

–  On  the  other  hand,  digital  exclusion  reduces  individual  life  chances  for  employment, 
training,  and  access  to  quality  services  and  world  knowledge,  while  hampering  Europe’s 
ability to develop a fully functional digital economy. 

5. 

TAKING  UP  THE  CHALLENGE  OF  CITIZENS’  WELL-BEING  IN  THE  INFORMATION 
SOCIETY 

An  inclusive  information  society  is  central  to  responding  to  current  social  challenges  as 
highlighted in the Commission Communication Opportunities, access and solidarity: towards 
a  new  social  vision  for  the  21st  Century4.  Policies  on  the  information  society  are  aimed  at 
turning current challenges into societal and economic opportunities. 

In particular, information society policies in 2008 will contribute to addressing the following 
societal challenges: 

–  Demographic change, especially the ageing of Europe’s population; 

–  Better citizens’ health through advanced e-health services; 

–  Digital literacy for equal opportunities for jobs and participation; 

–  Widespread and affordable access to information society services and technologies; and 

–  E-accessibility, that is usability of ICT for all, especially for persons with disabilities.  

5.1. 

Taking up the demographic challenge of population ageing  

Life expectancy in European societies has dramatically improved: from 43.5 years in 1900 to 
74.6 in 20045 and a projected6 84.5 in 2060 for men, and from 46.0 to 80.9 with a projected 
89 for women. Thanks to sixty years of peace, medical progress and better living and working 
conditions,  a  growing  proportion  of  Europeans  are  now  enjoying  longer  and  more  active 
retirement.  This  has  far-reaching  implications  on  welfare  systems,  with  the  associated 
expenditure expected to rise to 2.5% of GDP by 2030 and 4.3% by 2050. At the same time, 
access to health services and healthy life expectancy still vary considerably between income 
groups and regions. 

Social risks such as old-age dependency and loneliness are expected to rise as a result of these 
demographic  trends.  Today,  28%  of  the  population  over  70  currently  live  alone.  Up  to  two 
thirds of people over 75 are dependent on informal care, mostly provided by the immediate 

4 
5 
Member States 
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2150 

COM(2007) 726 final 
Life expectancy is calculated for the EU27 as one region and not as an arithmetic average of the 27 

Eurostat population projections EUROPOP2008, 2008-based convergence scenario, convergence year 

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family,  especially  women.  One  in  six  older  people  live  in  poverty,  with  elderly  women 
particularly exposed to low pensions as a result of incomplete careers. 

The  majority  of  older  people  do  not  yet  enjoy  the  benefits  of  the  digital  age  —  low-cost 
communications and online services that could support some of their real needs — since only 
13% use the internet. Vision, hearing or dexterity problems that tend to increase with age (and 
affecting 21% of over-50s) frustrate many older people’s efforts to engage in the information 
society. 

Within  the  framework  of  the  Action  Plan  on  Ageing  Well  in  the  Information  Society7  the 
Decision establishing the Joint Programme for Research in Ambient Assisted Living (AAL)8 
has been adopted on 23 June by Council after earlier adoption by the European Parliament 
and will be signed into law in July. The Commission will provide some €150 million in EU 
funding support between 2008-2013 for this new programme of applied research in ICT for 
independent living of elderly people.  

This programme, which is based on a new form of cooperation between Member States under 
Treaty Article 169, will raise some €600 million for investing in  research on information and 
communications  technologies  targeted  at  improving  the  life  of  older  people  at  home,  in  the 
workplace  and  in  society  in  general.  This  new  truly  European  initiative  will  contribute  to 
allowing older Europeans to stay active for longer and live independently.  

With the action plan, the Commission seeks a triple win for Europe: improved quality of life 
and social participation for older people in Europe, new business opportunities for Europe’s 
industries, and more efficient and more personalised health and social services. 

The implementation of this joint applied research programme will place Europe in a leading 
position  in  ICT  for  “ageing  well”.  As  ageing  is  a  global  phenomenon,  a  strong  industry  in 
Europe will have opportunities worldwide. Furthermore, research activities will focus on the 
development of more practical and simpler appliances that are easier to understand and use by 
older and younger unskilled persons and that will finally benefit all. 

In Scotland the West Lothian authorities have achieved a dramatic reduction in hospital stays, 
from  57  days  to  9  days,  and  have  reduced  costs  by  a  factor  of  3  by  implementing  smart 
technology packages in existing houses and newly built housing: the gross annual cost for one 
care-home  place  stands  at  €27,740,  compared   with  €9,043  for  supporting  a  community 
package including tele-care technology, 24-hour response and ten hours of care.  

5.2. 

Better citizens’ health through advanced e-health services 

The ageing society brings new health and social risks and has far-reaching impacts on health 
and  social  protection  systems.  Across  the  EU,  a  vision  is  emerging  of  how  best  to  improve 
citizens’ well-being and health in the face of the challenges of ageing and chronic diseases, 
including  those  that  also  affect  many  youngsters,  such  as  obesity.  This  new  approach  has 
access to quality healthcare as a cornerstone. 

In  the  process  of  delivering  high-quality  and  sustainable  health  services,  service  providers 
have to deliver “more (services) for less (inputs)”. ICT plays a pivotal role in achieving this 

7 
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COM/2007/0332 
COM/2007/0329 final — COD 2007/0116 

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by  improving  efficiency  and  effectiveness  of  service  delivery  while  providing  services  that 
are tailored to the needs of patients and ensure disease prevention. Electronic interoperability 
of  health  services  is  therefore  a  key  element  for  the  portability  of  health-critical  data  for 
patients  and  the  provision  of  pan-European  health  services,  in  conformity  with  the 
fundamental rights to privacy and data protection.  

The current inability for ICT-enabled health systems to seamlessly interconnect and exchange 
data and services, such as electronic health records, patient summaries, and emergency data 
sets,  is  a  major  obstacle  to  the  widespread  take-up  of  e-health  applications  in  the  EU. 
Encouraging interoperability  of  electronic health systems at EU level reduces fragmentation 
of service provision also at national level.  

The  Commission  will  adopt  in  2008  a  recommendation  on  cross-border  interoperability  of 
electronic  health  record  systems,  contributing  to  the  achievement  of  a  “European  health 
information area”. 

The  Commission  has  also  proposed  a  lead-market  initiative  fostering  the  use  of  ICT  in 
European health systems and involving all actors in the health value chains. The initiative is 
highly  innovative,  responds  to  customers’  needs,  has  a  strong  technological  and  industrial 
base  in  Europe  and  depends  on  the  creation  of  favourable  framework  conditions  through 
public policy measures. 

By the end of 2008 the Commission will also propose a communication on telemedicine and 
innovative  ICT  tools  for  chronic  disease  management,  setting  out  actions  to  overcome  the 
main barriers preventing wider deployment of telemedicine, in particular tele-monitoring and 
tele-homecare. 

5.3. 

Empowering EU citizens with digital and media literacy 

As the knowledge society becomes pervasive, more and more everyday activities, goods and 
services  will  be  online.  Increasingly,  some  are  only  available  electronically,  be  it  via  the 
internet,  mobile  phone,  digital  TV  or  other  electronic  devices.  It  is  therefore  essential  to 
ensure  every  citizen  has  the  opportunity  to  become  digitally  literate,  in  order  to  effectively 
participate. Those without sufficient ICT skills suffer from a major disadvantage in the labour 
market.  

A 2007 report by Eurostat9 states that 40% of people aged between 16 and 74 in the EU-27 
have no basic computer skills. Only 13% of the elderly are reported to use the internet. Gaps 
in internet and computer skills are still wide, especially for at-risk groups such as those with 
low education, the economically inactive and the older population. These are also groups that 
lag  further  behind  in  the  rate  of  regular  internet  usage,  and  for  which  the  Riga  targets10  of 
halving  by  2010  the  digital  literacy  gap  between  the  groups  at  risk  of  exclusion11  and  the 
average EU population are not likely to be met. 

Learners  need,  from  an  early  age,  to  acquire  competences  in  the  information  society  by 
reflecting  critically  on  media  content  and  on  their  learning  aims.  Schools  and  educational 
patterns  will  have  to  encourage  learners  to  work  autonomously  as  well  as  collaboratively 

9 
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11 

Eurostat 2007 Community survey on ICT usage in households and by individuals 
http://ec.europa.eu/information_society/events/ict_riga_2006/index_en.htm 
The unemployed, immigrants, people with low education levels, people with disabilities, and the elderly 

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while  using  all  the  opportunities  of  new  technologies  including  for  disadvantaged  students 
and  those  with  special  needs12.  Media  literacy  is  also  a  key  prerequisite  for  active  and  full 
citizenship.  New  media  are  indeed  key  enablers  of  freedom  of  expression,  the  right  to 
information and they are also instrumental to building and sustaining democracy13. 

Together  with  policies  set  in  the  area  of  e-Skills14,  ensuring  that  there  is  a  clear  European 
policy in place to tackle the challenge of basic digital literacy is a key Commission objective. 
In  November  2007  a  Digital  Literacy  Expert  Group  was  established  to  provide  the 
Commission with inputs for a Digital Literacy Policy Review15 and contribute to guidelines 
on digital literacy actions. 

A staff working paper including recommendations on digital literacy will be presented by the 
end of 2008. 

5.4. 

Access, affordability, e-accessibility for all in the information society 

ICT is becoming the main mode of access for many essential economic and social services, 
training  and  employment  opportunities,  and  a  broad  range  of  information  and  knowledge 
needed to live in modern societies. Therefore, ICT needs to be available for all (access for all) 
and usable by all regardless of their location or social and economic background. 

5.4.1.  Enabling access for all and connecting regional economies 

High broadband coverage (availability of DSL broadband networks) and penetration (people 
subscribing to broadband services) is one of the key enablers for an inclusive society and for 
economic  development.  Many  ICT  services  related  to  health  and  social  care  cannot  be 
provided  effectively  without  broadband.  Evidence  shows  that  over  the  last  decade,  regions 
that have invested in broadband efficiently have also reaped the economic benefits from ICT 
in terms of innovation, productivity growth and economic development16. 

On average, at EU-25 level, 94% of the population in urban areas are able to subscribe to a 
DSL connection, as against 72% of the rural population, who tend to access poorer services at 
higher cost17.  

In January 2008 on average 20% of the EU-27 population were broadband subscribers, with 
sharp differences between the higher penetration rates of 30% of the population in Denmark, 
Finland, the Netherlands and Sweden (maintaining their position as world leaders, well ahead 
of  Korea,  the  US  or  Japan)  and  rates  below  10%  in  several  Member  States.  Evidence  also 
shows that greater broadband penetration and use often correlates with lower access prices for 
consumers. 

The overall competition among different technological platforms shows positive outcomes in 
terms  of  availability  and  affordability  of  broadband  networks,  but  significant  differences 
persist between Member States.  

12 
13 
14 
15 
16 
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COM(2008) 425. 
A European approach to media literacy in the digital environment - COM(2007) 833 final 
COM(2007) 496 final 
http://ec.europa.eu/information_society/eeurope/i2010/studies/index_en.htm#literacy.  
SEC(2007) 1469 
i2010 Mid-Term Review, SEC(2008) 470 

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A  number  of  successful  examples  of  public-private  partnerships  in  broadband  projects  for 
underserved areas are delivering encouraging results in Europe. In June 2008 the Commission 
launched a web portal aimed at facilitating the exchange of broadband good practices. The 
portal will also provide an open discussion forum on regulatory aspects, public procurement 
and strategic issues, including the publication of calls for tender and the facilitation of demand 
aggregation for deploying broadband networks. During the second half of 2008, the initiative 
Regions  for  Economic  Change  will  also  contribute  to  bridging  the  broadband  gap  with  the 
launch of a thematic regional network under the Interreg IVC programme, aimed at improving 
the  deployment  of  broadband  in  remote  and  rural  areas.  These  two  initiatives  will  facilitate 
and  improve  the  €2,2  billion  investments  for  broadband  infrastructure  under  the  European 
Cohesion  Policy  between  2007  and  2013,  of  which  82%  target  less  developed  regions  in 
Europe.  

The  proposal  for  the  revision  of  the  electronic  communications  regulatory  framework, 
adopted  by  the  Commission  on  13  November  2007,  is  expected  to  help  regional  and  social 
cohesion. The proposal aims to exploit the full potential of radio spectrum resources, and keep 
pace with technological advances and convergence of technology platforms and services. This 
means  greater  flexibility  and  more  efficient  use  of  radio  spectrum.  In  November  2007  the 
Commission  published  its  strategy  for  a  coordinated  EU  approach  to  the  use  of  frequencies 
which  will  become  available  when  TV  broadcasters  switch  from  analogue  to  digital 
transmission  by  2012  (the  “digital  dividend”).  This  will,  in  turn,  unleash  many  innovative 
convergent  services  including  wireless  broadband,  which  is  particularly  suitable  for 
addressing  territorial  cohesion  in  those  European  regions  where  difficult  geography, 
population dispersion and other factors often prevent investment by market players. 

5.4.2.  The key to a barrier-free knowledge society for all: e-accessibility 

For many people at risk of exclusion due to physical and cognitive disabilities (some 15% of 
the  EU  population18),  ICT  offers  essential  tools  for  overcoming  barriers  to  social  and 
economic  integration.  Yet  many  information  society  tools  and  services  currently  cannot  be 
used  by  people  with  disabilities  (and  therefore  increasingly  by  older  people,  as  disability 
strongly correlates with age), thus precluding their access to the knowledge economy. If ICT 
is not accessible to them, the resulting social exclusion will be even worse by impeding them 
the enjoyment of information society content as well as commercial and public services. 

e-Accessibility  is  about  the  possibilities  of  using  all  information  and  communication 
technologies  and  services  by  people  with  disabilities  and  functional  limitations,  be  they 
permanent or temporary. In doing so, e-Accessibility also facilitates usability of ICT by all. 

“Accessible ICT products and services will foster disabled users’ participation in education, 
employment,  culture  and  society  in  general.  People  with  disabilities  and/or  older  people 
represent a significant number, so the integration of the people within the information society 
will bring both social, cultural and economic benefits”, was the view of one respondent in the 
June 2007 public consultation about the future EU e-inclusion strategy. 

Currently in the EU-2719: 

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19 

Commitments on adopting “web accessibility guidelines” in public websites were already included in 
the  Council  Resolution  on  the  e-Europe  Action  Plan  2002:  accessibility  of  public  websites  and  their 
content (2002/C 86/02) 
European Commission, Riga Dashboard, SEC(2007) 1470 

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–  Only  5%  of  public  websites  comply  with  the  minimum  web  accessibility  standards  and 

guidelines20;  

–  The  percentage  of  subtitled  audio-visual  programming  varies  widely  from  country  to 

country (from 2.5% to 95% of programming); 

–  The percentage of sign-language programming is very limited (from less than 0.5% to 5%); 

–  Broadcasting  with  audio  description  ranges  from  less  than  1%  to  more  than  10%  of 

programming depending on countries.  

Accessible  ICT  products  and  services  help  address  the  daily  challenges  that  the  many  users 
with  visual,  hearing,  speech,  mobility  and  cognitive  impairments  face  in  using  the 
technologies and services of the information society. 

Poor market dynamics and fragmented attempts at national level to establish legislation in this 
area have failed to ensure e-accessibility for a large number of users needing accessible ICT 
tools and services to enjoy the benefits of the information society. 

Within the review of the electronic communications regulatory framework, the Commission 
has proposed strengthening e-accessibility requirements in the provision of e-communications 
services, including accessibility of the single European emergency number 112. 

Moreover,  to  prepare  for  a  possible  legislative  measure  as  announced  in  the  2007 
Communication  on  the  European  e-Inclusion  Initiative,  the  Commission  is  presently 
consulting with stakeholders on possible measures towards an accessible information society. 
The goal is to improve the accessibility of ICT products and services, so that they are usable 
by a large range of potential users notwithstanding their disabilities or limitations. This also 
covers  the  possible  introduction  of  e-accessibility  features  in  the  design  phase  of  new  ICT 
tools and services so as to prevent digital exclusion in future.  

5.4.3.  Contributing to consumers’ welfare 

In 2007 European consumers continued to benefit from lower prices, in particular for mobile 
voice services. These gains have been supplemented by the increased availability of offerings 
such  as  mobile  broadband  and  higher-speed  fixed  services,  in  particular  over  optical  fibre. 
Most EU markets have seen increasing volumes and falling prices and the average European 
consumer of electronic communications services was better off in 2007 than the year before21. 

The  Commission  has  remained  vigilant  and,  in  areas  where  the  market  has  failed  to  deliver 
lower  prices  and  better  value,  it  has  intervened.  In  2007  the  Roaming  Regulation22  tackled 
high prices for EU voice roaming services.  

The consumer markets scoreboard23 will allow the Commission to monitor market outcomes 
for  consumers.  The  evidence  in  the  scoreboard  will  help  us  better  to  take  into  account 
consumer interests. A specific survey on consumer switching behaviour, including for digital 

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WCAG 1.0 http://www.w3.org/TR/WCAG10/ 
i2010 Mid-Term Review, op. cit. 
Regulation (EC) No 717/2007 
European  Commission  2008,  The  Consumer  Markets  Scoreboard:  Monitoring  consumer  outcomes  in 
the Single Market 

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services, will identify the options consumers have in the market and their ability to exercise 
their right to choose different service providers.  

The proposals for the review of the electronic communications regulatory framework, adopted 
by  the  Commission  on  13  November  2007,  aim  to  strengthen  consumers’  and  users’  rights, 
with  a  view  to  improving  accessibility  and  promoting  an  inclusive,  trustworthy  and  secure 
information society. Its objectives are:  

–  Strengthening  and  improving  consumer  protection  and  users’  rights  in  the  electronic 
communication  sector  by  —  among  other  things  —  giving  consumers  more  information 
about prices and supply conditions, and facilitating access to and use of e-communications, 
including emergency services, for disabled users; and  

–  Enhancing  the  protection  of  individuals’  privacy  and  personal  data  in  the  electronic 
communications sector, in particular through provisions related to security of personal data 
and improved enforcement mechanisms. 

In  May  2008  the  Commission  launched  a  consultation on  the functioning and effects  of the 
EU  Roaming  Regulation,  including  developments  in  prices  for  roamed  SMS  and  data 
services. The Commission will report to Council and Parliament in 2008. 

Furthermore,  the  i2010  Mid-Term  Review  Communication  Preparing  Europe’s  digital 
future24,  states  that  users’  rights  and  obligations  in  the  digital  environment  are  of  crucial 
importance, and will be addressed in late 2008 in a guide for consumers.  

5.4.4.  Enhancing safety and confidence in the internet 

The number of children using online technologies is increasing globally. The possibilities for 
interactivity  and  participation  in  the  online  environment  can  improve  the  quality  of  life  for 
many young people. However, this also means that they may have to make choices that they 
would  not  normally  have  to  make,  in  many  cases related to their own safety and protection 
including  protection  of  their  privacy  and  personal  data.  Protecting  children  from  harmful 
content (such as child abuse material) and conduct (such as grooming25 and cyber-bullying26) 
online,  curbing  the  distribution  of  illegal  content  and  enhancing  protection  of  their  privacy 
and  personal  data  by  developing  Privacy  Enhancing  Technologies  (PETs)  are  a  continuing 
concerns  for  policy  makers,  law  makers,  industry  and  end-users,  particularly  parents,  carers 
and educators.  

As  results  from  Eurobarometer  surveys  on  data  protection  in  200327  (in  15  Member  States) 
and  in  200828  (in  27  Member  States),  EU  citizens  are  worried  about  data  security  on  the 
internet.  A  large  majority  of  respondents  (82%)  considered  that  data  transmission  over  the 
internet  was  not  sufficiently  secure,  while  only  15%  of  respondents  trusted  data  security 
transfers.  The  majority  of  respondents  also  indicated  that  they  were  not  familiar  with 

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COM(2008) 199 final 
When minors are contacted by people who will befriend them in order to commit sexual abuse 
When minors are victims of bullying in the online environment 
http://ec.europa.eu/public_opinion/archives/ebs/ebs_196_data_protection.pdf  and 
http://ec.europa.eu/public_opinion/flash/fl147_data_protect.pdf 
http://ec.europa.eu/public_opinion/flash/fl_226_en.pdf and 
http://ec.europa.eu/public_opinion/flash/fl_225_en.pdf 

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technologies  limiting  collection  of  personal  data  through  the  internet  (such  as  firewalls  and 
cookie filtering). 

Since  1996,  the  Safer  Internet  programmes  have  been  a  major  feature  of  the  Commission’s 
activity  in  the  protection  of  children  in  the  information  society.  These  programmes  have  in 
recent  years  established  a  European  network  of  hotlines/reporting  points  where  members  of 
the public can report illegal content, a European awareness-raising network and Safer Internet 
Days  coordinated  by  the  network,  information  for  parents  through  independent  testing  of 
effectiveness  of  filtering  software,  and  support  for  industry  self-regulatory  initiatives  in  the 
area of content rating and mobile phones. 

On 27 February 2008 the Commission adopted a proposal for a new Safer Internet programme 
2009-2013.  The  new  programme  will  take  into  account  future  challenges  in  the  online 
environment,  encompassing  recent  web  2.0  developments,  such  as  social  networking.  This 
new  programme  will  fight  illegal  content  as well as harmful  conduct such as  grooming  and 
bullying.  Final  adoption  of  the  programme  by  Council  and  Parliament  is  expected  in  early 
2009. 

5.4.5.  Redesigning public services 

The  goal  of  public  administrations  is  to  deliver  information  and  services  in  easy  and 
accessible  ways  through  a  multi-channel  approach  combining  the  use  of  the  internet,  the 
telephone  or  digital  television,  while  including  face-to-face  support  via  an  intermediary 
(practitioners acting as “public agents”). This multi-channel approach to e-government aims 
to deliver personalised, combined and flexible services to citizens and businesses in a more 
efficient and effective way. 

People  who  are  socially  disadvantaged  for  economic,  geographic,  physical  or  other  reasons 
also  tend  to  rely  most  heavily  on  public  social  services  and  have  the  most  to  gain  from  e-
government.  Yet  they  are  less  likely  to  be  able  to  access  e-government  services  directly, 
owing  to  multiple  socially  excluding  factors.  An  inclusive,  multi-channel  approach  is 
therefore of prime importance. 

As  part  of  the  2006  e-Government  Action  Plan29,  the  Commission  is  supporting  efforts  by 
Member States to ensure that “by 2010 all citizens, including socially disadvantaged groups, 
become  major  beneficiaries  of  e-government”30.  To  this  end,  current  efforts  focus  on  the 
exchange of information on multi-channel e-government initiatives and best practices and on 
support for pilot schemes amongst Member States and regions.  

Electronic  identification  systems  (e-IDs)  are  making  it  easier  for  increasing  numbers  of 
Europeans  to  access  online  services  such  as  enrolling  at  university,  submitting  tax  returns, 
claiming unemployment benefits and checking pension entitlements. However, e-IDs are still 
seldom  recognised  when  crossing  European  borders  since  most  e-ID  systems  do  not  work 
across Member States. For this purpose the Commission is working on the creation of a EU-
wide interoperable system for recognition of e-IDs and authentication that will enable people 

29 

30 

i2010  eGovernment  Action  Plan:  Accelerating  eGovernment  in  Europe  for  the  Benefit  of  All, 
COM(2006) 173 
Ministerial Declaration, eGovernment Conference, Lisbon, 19 September 2007 

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to  use  their  national  electronic  identities  in  any  Member  State31.  This  will  increase  the 
opportunities for economic and social participation for all throughout Europe32.  

5.4.6.  Towards more participatory governance 

Sound governance and good government are enhanced by greater participation of citizens in 
the  decision-making  and  legislative  processes,  contributing  to  greater  democratic  social 
cohesion.  The  e-Government  Action  Plan33  and  the  2007  Lisbon  Ministerial  Declaration34 
committed  to  demonstrate,  by  2010,  tools  for  effective  public  debate  and  participation  in 
democratic  decision-making.  In  the  three  years  since  the  European  Parliament  asked  the 
Commission  to  launch  the  e-Participation  Preparatory  Action,  projects  have  demonstrated 
concrete cases in which, with the help of modern ICT tools and applications, the legislative 
process  and  the  resulting  legislation  can  be  improved  through  active  participation  of  the 
public  in  the  decision-making  process.  To  enhance  this,  the  Commission  is  supporting  the 
exchange of information and good practice cases based on Member States’ national initiatives 
as  well  as  funding  research  and  innovation  projects  within  the  Competitiveness  and 
Innovation  Programme  as  well  as  the  7th  Framework  Programme  for  Research  and 
Technology Development in ICT.  

_______________________________ 

31 

32 

33 

34 

The  STORK  project  (Secure  idenTity  acrOss  boRders  linKed)  has  been  funded  under  the 
Competitiveness and Innovation Framework Programme 
i2010  eGovernment  Action  Plan:  Accelerating  eGovernment  in  Europe  for  the  Benefit  of  All, 
COM(2006) 173 
i2010  eGovernment  Action  Plan:  Accelerating  eGovernment  in  Europe  for  the  Benefit  of  All, 
COM(2006) 173 
Ministerial Declaration, eGovernment Conference, Lisbon, 19 September 2007 

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   EN