eGovernment benchmark 2019 : empowering Europeans through trusted digital public services : factsheets.
Date: 2019-10-22
Institutions: Directorate-General for Communications Networks, Content and Technology
Subjects: Albania, EU Member State, Iceland, Montenegro, North Macedonia, Norway, Serbia, Switzerland, Türkiye, administrative transparency, benchmarking, cross-frontier data flow, digital literacy, digital technology, electronic document, electronic government, information security, information technology user, public administration, public service, single market

eGovernment Benchmark 2019
Empowering Europeans through trusted digital public services

FACTSHEETS
A study prepared for the European Commission
DG Communications Networks, Content & Technology by:

Digital 
Single 
Market

This study was carried out for the European Commission by
Capgemini, IDC, Sogeti, and Politecnico di Milano

For more information about this paper, please contact:

European Commission
Directorate General for Communications Networks, Content and Technology
Email: CNECT-BENCHMARK-EGOV@ec.europa.eu
Unit H.4 – eGovernment and Trust
Gisele Roesems-Kerremans – Project Officer for the eGovernment Benchmark Report
Unit F.4 Digital Economy & Skills
Stefanos Kotoglou – Project Officer for the eGovernment Benchmark Data Collection
Project Team
Niels van der Linden – Principal Consultant, Capgemini
Project Manager eGovernment Benchmark
Email: niels.vander.linden@capgemini.com
Written and reviewed by Dinand Tinholt, Niels van der Linden, Sem Enzerink, Roel Geilleit, Anouschka Groeneveld (Capgemini); Gabriella Cattaneo,
Stefania Aguzzi (IDC); Florian Pallaro (Sogeti); Giuliano Noci, Michele Benedetti, Luca Tangi, Alessandro Saverio Alfano (Politecnico di Milano).
Internal identification
Contract number: Ares(2019)1599170
SMART number: SMART 2019/044
DISCLAIMER
By the European Commission, Directorate-General of Communications Networks, Content and Technology.
The information and views set out in this publication are those of the author(s) and do not necessarily reflect the official opinion of the Commission.
The Commission does not guarantee the accuracy of the data included in this study. Neither the Commission nor any person acting on the
Commission’s behalf may be held responsible for the use which may be made of the information contained therein.
ISBN: 978-92-76-11026-2
doi: 10.2759/641548
© European Union, 2019. All rights reserved. Certain parts are licensed under conditions to the EU. Reproduction is authorised provided the source is acknowledged.

ALBANIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

67

74

74

93

45

49

49

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

37

38

36

37

25

28

25

1

2

0

0

13

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

100

100

eGovernment performance of life events (domains)

User centricity

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

84

89 (+4)

72

80 (+7)

73

83 (+2)

65

85 (+2)

93

87

83

78

Transparency

48

71 (+8)

40

41

59 (+10)

50

68 (+6)

65 (+5)

69

65

51

50

Cross border mobility

Key enablers

38

70 (+5)

35

73 (+11)

2

50 (+13)

17

62 (+6)

56

60 (+8)

67

66

47

41

1

61 (-1)

56

49

44

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

AUSTRIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

95 (+2)

97 (+1)

95 (0)

80 (+11)

80 (+1)

81 (+2)

77 (0)

81 (+2)

69 (0)

74 (-1)

92 (0)

67 (0)

69 (+5)

67 (0)

80 (+5)

89 (+4)

85 (+3)

88 (+3)

81 (+2)

17 (0)

46 (+16)

50 (0)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

100 (+6)

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

98 (0)

89 (+4)

90 (+5)

78 (+1)

71 (+8)

73 (+5)

80 (+7)

59 (+10)

99 (+9)

70 (+5)

95 (+5)

83 (+2)

96 (+4)

85 (+2)

99

93

98

95

87

83

87

78

93 (+2)

68 (+6)

82 (+3)

65 (+5)

89

78

69

65

75

70

51

50

77 (-1)

38

61 (-1)

56

44

49

44

36

75

78

91 (+16)

73 (+11)

67 (+8)

92 (+4)

50 (+13)

62 (+6)

64 (0)

60 (+8)

67

66

47

41

100

100

95

100

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
AT

49%
56%

53%
51%

70%
80%

68%
71%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
38%

60%
59%

Performance

EU 28
AT

PENETRATION
57%
59%

DIGITISATION
68%
84%

Austria is characterised by a high level of Digitisation and medium level Penetration. Austria is in the
cluster of Fruitful eGov scenario, a scenario that includes the best-in-class countries, which perform at a
Digitisation and Penetration level above average. In Penetration Austria’s performances only slightly
higher than the European average. Nonetheless, Digitisation is more than 16% higher than the European
average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Austria's relative indicators show a country with all the characteristics (User characteristics, Government characteristics and Digital
context characteristics) in line with the European average. By looking more in detail at the numbers, the Quality and Digital skills
indicators are above the European average.

Considerations

Penetration -
Average

Digitisation -
Outperforming

Matching Relative and Absolute indicators, Austria is Outperforming in Digitisation and slightly above Average in Penetration. Its Digitisation level is
higher than the one of the European countries with similar environmental characteristics. Austria seems to have reached a satisfactory level of
digitisation of its front- and the back-offices.
On the other side, Austria’s performances in Penetration are in line with other countries with a similar environment.

BELGIUM
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

17 (0)

10 (+10)

88 (+2)

86 (+1)

95 (+2)

83 (+8)

70 (+3)

59 (+2)

76 (+1)

76 (+7)

53 (0)

67 (-1)

67 (0)

57 (+10)

69 (0)

50 (0)

39 (+39)

83 (+83)

64 (+4)

63 (+5)

65 (+2)

73 (+4)

56 (+6)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

99 (+6)

89 (+4)

80 (+4)

80 (+7)

91 (+7)

83 (+2)

85 (-1)

85 (+2)

96

93

86

87

83

83

82

78

87 (+11)

71 (+8)

69 (+9)

59 (+10)

82 (+4)

68 (+6)

79 (+2)

65 (+5)

72

69

66

65

54

51

52

50

76 (+20)

70 (+5)

73 (0)

61 (-1)

38

56

50

49

58

44

29

36

78 (+14)

73 (+11)

41 (+7)

50 (+13)

93 (+13)

62 (+6)

57 (+2)

60 (+8)

59

67

66

78

43

47

41

64

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
BE

49%
50%

53%
54%

70%
75%

68%
71%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
62%

60%
66%

Performance

EU 28
BE

PENETRATION
57%
46%

DIGITISATION
68%
70%

Belgium is characterised by a medium level of Digitisation and a medium-low level of Penetration.
Belgium is part of the Expandable eGov scenario, a scenario where the innovation process has been
carried out efficiently, but in order to realise its full eGovernment potential, expanding the number of
online users is desirable.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Belgium's relative indicators show a country with User and Government characteristics in line with the European average, while Digital
context characteristics show readiness for implementing eGovernment.
Regarding Users characteristics, both Digital skills and ICT usage are in line with the European average. Furthermore, citizens perceive
Government characteristics positively. Quality of government actions and Openness are in line with the European average. Moreover,
the deployment of broadband infrastructure and its quality (Connectivity) is in line with European average, while the development of
Digital in private sector is higher than the European average.

Considerations

Penetration -
Underperforming

Digitisation -
Average

Compared to countries with a similar environment, Belgium is Underperforming in terms of Penetration, reaching a medium-low level, which is lower
than expected. This means that online services may become more broadly adopted. Countries can improve their Penetration level by raising citizen
awareness about eGovernment services availability and expanding the number of online users.
Regarding Digitisation, Belgium reached a medium level, in line with the performance of countries with a similar context.

BULGARIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

74 (+3)

75 (+1)

80 (+4)

55 (+6)

48 (+5)

45 (+1)

70 (+10)

28 (+5)

31 (+2)

35 (+3)

50 (0)

0 (0)

6 (+6)

16 (+16)

6 (0)

46 (+46)

43 (+4)

26 (0)

30 (-4)

26 (+2)

65 (+6)

67 (0)

87 (+2)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

60 (-1)

85 (+2)

42 (+6)

User centricity

85 (+9)

89 (+4)

80 (+13)

80 (+7)

76 (-3)

83 (+2)

89

93

74

87

83

78

63

64

Transparency

49 (+10)

71 (+8)

50 (+15)

59 (+10)

57 (+10)

Cross border mobility

71 (+12)

70 (+5)

68 (+6)

65 (+5)

73

69

54

65

26

31

51

50

39 (+9)

61 (-1)

58

56

40

49

42

44

1

36

Key enablers

50 (+5)

73 (+11)

19 (+9)

50 (+13)

6 (-18)

21 (+7)

62 (+6)

60 (+8)

66

67

66

38

47

41

4

0

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
BG

49%
29%

53%
33%

70%
52%

68%
62%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
18%

60%
52%

Performance

EU 28
BG

PENETRATION
57%
41%

DIGITISATION
68%
48%

Bulgaria is characterised by a low level of Digitisation and a low level of Penetration, and it is included in
the Non Consolidated eGov scenario, where countries are not fully exploiting ICT opportunities. In
particular, Digitisation level is 20% lower than the European average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Bulgaria seems to have an environment that could slow down eGovernment actions' effectiveness: looking at relative indicators, only
Openness (of data and information) is almost in line with European average. All other characteristics (Digital skills, ICT usage, Quality,
Connectivity and Digital in the private sector) are still low.

Considerations

Penetration -
Average

Digitisation -
Average

Bulgaria although can be considered an average country, its performance in Penetration and Digitisation compared with countries with similar relative
indicators scores are Average. Despite a low absolute performance in Digitisation, that percentage is similar to the ones of other countries with
comparable environmental characteristics. It means that the country reaches the expected level of back- and front-office digitisation and eGovernment
services are widespread.

SWITZERLAND
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

40 (+1)

24 (-1)

31 (+2)

40 (+2)

66 (+1)

53 (+3)

50 (0)

5 (0)

0 (0)

5 (+5)

28 (+7)

26 (+5)

8 (+1)

31 (+19)

54 (+2)

83 (+3)

81 (+2)

82 (+12)

91 (+2)

76 (+6)

97 (+4)

84 (0)

90 (+52)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

96 (+8)

89 (+4)

88 (+9)

80 (+7)

68 (+4)

83 (+2)

85 (+3)

85 (+2)

86

93

79

87

90

83

73

78

70 (+9)

71 (+8)

59 (+10)

68 (+6)

65 (+5)

65

69

65

33 (+6)

35 (-7)

38 (+1)

19

22

51

50

41

84 (+11)

70 (+5)

65 (+6)

61 (-1)

67

56

49

44

31

29

34

36

Key enablers

60 (+38)

73 (+11)

24 (+2)

0 (0)

50 (+13)

62 (+6)

60 (+8)

40 (+12)

36

67

66

9

18

47

35

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

CYPRUS
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

74 (+1)

78 (+1)

79 (0)

43 (+7)

45 (0)

40 (+1)

38 (+1)

45 (+9)

42 (-1)

57 (-1)

84 (0)

81 (+5)

93 (0)

100 (0)

100 (+25)

0 (0)

50 (+50)

25 (+25)

53 (+10)

40 (+3)

71 (+7)

58 (0)

50 (+25)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

79 (0)

89 (+4)

60 (+8)

80 (+7)

67 (-1)

83 (+2)

75 (+4)

85 (+2)

92

93

92

87

90

83

38

8

78

30 (-2)

66 (0)

71 (+8)

59 (+10)

55 (+3)

68 (+6)

52 (+1)

65 (+5)

69

65

50

53

47

51

50

86 (+9)

70 (+5)

92 (+7)

73 (+11)

52 (+19)

50 (+13)

79 (+25)

83 (+25)

62 (+6)

60 (+8)

67

66

75

22

23

0

47

41

71

75

61 (-1)

56

44

49

42

44

23

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
CY

49%
35%

53%
46%

70%
66%

68%
75%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
38%

60%
56%

Performance

EU 28
CY

PENETRATION
57%
45%

DIGITISATION
68%
57%

Cyprus is characterised by a medium-low level of both Digitisation and Penetration, and it is part of the
Non Consolidated eGov scenario, where countries are not fully exploiting ICT opportunities.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Cyprus’s relative indicators show a country with almost all the characteristics (User characteristics, Government characteristics and
Digital context characteristics) in line with the European average. Digital skills is the only indicator which is below the European
average.

Considerations

Penetration -
Average

Digitisation -
Average

Cyprus can be considered an average country, its performance in Penetration and Digitisation compared with country with similar relative indicators
scores are Average. This means that the country reaches the expected level of back- and front-office digitisation and eGovernment services are
widespread.

CZECH REPUBLIC
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

1 (-7)

0 (0)

9 (+5)

79 (+2)

82 (+1)

80 (+2)

55 (+12)

64 (+3)

68 (+2)

78 (+6)

46 (+2)

46 (+1)

62 (+3)

59 (0)

60 (-2)

67 (-4)

84 (0)

71 (+1)

88 (+25)

56 (+7)

41 (-1)

42 (+2)

51 (+2)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

User centricity

61 (+6)

81 (+4)

89 (+4)

80 (+7)

76 (+1)

83 (+2)

82 (+7)

85 (+2)

99

93

84

87

77

83

73

78

Transparency

57 (+6)

71 (+8)

56 (+5)

59 (+10)

69 (+9)

68 (+6)

63 (+5)

65 (+5)

69

76

76

65

60

51

54

50

Cross border mobility

Key enablers

54 (-3)

70 (+5)

83 (+21)

73 (+11)

42 (+14)

50 (+13)

44 (+9)

43 (+14)

62 (+6)

60 (+8)

78

75

67

66

40

47

39

41

58 (+3)

61 (-1)

65

56

54

49

42

44

30

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
CZ

49%
45%

53%
48%

70%
69%

68%
66%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
42%

60%
59%

Performance

EU 28
CZ

PENETRATION
57%
45%

DIGITISATION
68%
63%

Czech Republic is characterised by a medium-low level of Penetration and Digitisation. Therefore it is
included in the Non Consolidated eGov scenario, a scenario where countries are not fully exploiting ICT
opportunities.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Czech Republics's relative indicators show a country with all the characteristics (User characteristics, Government characteristics and
Digital context characteristics) in line with the European average.

Considerations

Penetration -
Underperforming

Digitisation -
Average

Compared to countries with a similar environment, Czech Republic is Underperforming in Penetration, with a performance lower than expected. It means
that countries with similar environmental characteristics have reached a better Penetration level. A country can improve the Penetration level by
increasing the number of people that submit official forms online to administrative authorities or by automating processes and requesting fewer forms
from citizens. Regarding Digitisation, Czech Republic’s performance, despite under the European average, is in line with the performance of the others
countries with similar environmental characteristics.

GERMANY
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

88 (+1)

88 (+1)

95 (0)

64 (+3)

65 (-1)

75 (+1)

75 (+2)

39 (+2)

33 (0)

51 (+8)

57 (-1)

50 (+50)

6 (+6)

18 (+18)

66 (-3)

69 (-9)

65 (-2)

100 (0)

53 (+2)

53 (-1)

62 (-2)

56 (+6)

41 (+3)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

92 (+1)

89 (+4)

86 (+3)

80 (+7)

90 (-1)

83 (+2)

95 (0)

85 (+2)

100

93

82

87

74

83

87

78

82 (+2)

71 (+8)

70 (+9)

59 (+10)

83 (+8)

68 (+6)

88 (+5)

65 (+5)

58

58

69

65

25

51

47

50

76 (-4)

70 (+5)

73 (+7)

61 (-1)

55

56

57

25

49

44

2

36

75 (-2)

73 (+11)

42 (+23)

50 (+13)

75 (-8)

62 (+6)

78 (+1)

60 (+8)

89

67

66

47

36

41

28

2

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
DE

49%
54%

53%
59%

70%
83%

68%
71%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
42%

60%
63%

Performance

EU 28
DE

PENETRATION
57%
40%

DIGITISATION
68%
65%

Germany shows a medium-low level of both Penetration and Digitisation. Therefore, Germany is
included in the Non consolidated eGov scenario, that is characterised by an eGovernment that does not
fully utilise ICT opportunities yet.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Germany’s relative indicators show a country with almost all environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) in line with the European average.
Regarding the Users’ characteristics, both Digital skills and ICT usage are in line with the European average. Citizens perceive
Government characteristics positively and, in particular, the quality of government actions (Quality) is above the European average. All
others are in line with European average.

Considerations

Penetration -
Underperforming

Digitisation -
Underperforming

Matching relative and absolute indicators, Germany is Underperforming in both Penetration and Digitisation. Analysing Digital context, Government and
User characteristics through relative indicators indicates that Germany has all the environmental characteristics necessary to be on the best-in-class in
the eGovernment path.
For these reasons, Germany would benefit from implementing policies aimed at increasing Penetration and Digitisation levels, by increasing the number
of citizens using online services and the level of the back-office and the front-office digitisation.

DENMARK
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

0 (0)

20 (+10)

94 (0)

95 (0)

94 (+2)

87 (-3)

68 (+1)

62 (-1)

62 (0)

81 (+3)

58 (+1)

73 (0)

84 (0)

84 (0)

84 (0)

100 (0)

50 (0)

50 (0)

87 (0)

83 (-1)

93 (+2)

69 (-3)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

100 (0)

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

99 (0)

89 (+4)

96 (-1)

80 (+7)

91 (+3)

83 (+2)

96 (0)

85 (+2)

100

93

87

96

95

83

78

78

Transparency

64 (-8)

71 (+8)

69 (-1)

59 (+10)

74 (+3)

68 (+6)

65 (+5)

78

82

69

71

65

60

51

47

50

Cross border mobility

Key enablers

100 (0)

70 (+5)

70 (+3)

61 (-1)

67

56

75

49

50

44

38

36

73 (+11)

92 (+4)

90 (+2)

50 (+13)

79 (-9)

62 (+6)

60 (+8)

67

66

47

50

41

100 (0)

100

100

87

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
DK

49%
61%

53%
74%

70%
86%

68%
58%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
61%

60%
74%

Performance

EU 28
DK

PENETRATION
57%
88%

DIGITISATION
68%
80%

A high level of both Digitisation and Penetration characterises Denmark, that is part of the Fruitful eGov
scenario, where best-in-class countries are included, as they perform at a Digitisation and Penetration
level above average. Denmark is one of the countries with better overall performances in terms of
eGovernment maturity.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Denmark’s relative indicators show a country with almost all environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) above the European average. Specifically, Digital skills indicator is in line with
European average, while Openness is below the European average. All others are above European average.
This data show a country that excels not only in eGovernment services but also in digital development as a whole.

Considerations

Penetration -
Outperforming

Digitisation -
Average

By comparing performances of countries with similar relative indicator scores, Denmark is Outperforming in Penetration and Average in Digitisation. Its
Penetration level is higher than the one of the European countries with similar relative performances: Denmark seems to have implemented good polices
in order to increase eGovernment usage.
The Digitisation level, instead, is in line with the level of the other European countries with similar environmental characteristics.

ESTONIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

74 (+13)

94 (+2)

98 (+1)

93 (0)

88 (+4)

86 (+2)

93 (+1)

72 (+3)

85 (+10)

86 (+2)

100 (0)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

100 (0)

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

13 (0)

25 (+25)

39 (+39)

67 (+8)

79 (+6)

90 (0)

84 (0)

92 (+1)

83 (+4)

93 (0)

89 (+1)

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

94 (+7)

89 (+4)

85 (+8)

80 (+7)

98 (+1)

83 (+2)

92 (-1)

85 (+2)

99

93

95

87

83

95

95

78

95 (+7)

71 (+8)

95 (+12)

70 (+5)

96 (-1)

73 (+11)

88 (+7)

93 (+8)

90 (+10)

89

90

81

78

59 (+10)

68 (+6)

65 (+5)

69

65

51

50

87 (+13)

61 (-1)

63

56

50

49

75

75

44

36

64 (+7)

50 (+13)

62 (+6)

60 (+8)

67

66

47

41

94 (+4)

98 (0)

99

100

86

95

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
EE

49%
62%

53%
61%

70%
76%

68%
59%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
39%

60%
62%

Performance

EU 28
EE

PENETRATION
57%
83%

DIGITISATION
68%
88%

A high level of both Digitisation and Penetration characterises Estonia. Estonia is part of the Fruitful eGov
scenario, a scenario that includes the best-in-class countries, which perform at a Digitisation and
Penetration level above average. Estonia is the country with the best overall performance in terms of
eGovernment maturity. The Penetration level is 83% and Digitisation level is 88%.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Estonia's relative indicators show a country with almost all the characteristics (User characteristics, Government characteristics and
Digital context characteristics) in line with the European average. Openness indicator is below the European average, while Digital skills
is above European average.

Considerations

Penetration -
Outperforming

Digitisation -
Outperforming

Estonia is a country with all the environmental characteristics in line with the European average. Furthermore, it is one of the best European countries in
terms of eGovernment maturity. Looking at the results of the analysis, Estonia is the only country that is Outperforming in all analysis of combination of
relative and absolute indicators, the Estonian government seems to have implemented good policies and strategies that enabled the country to have
both high Digitisation of the front- and the back-offices and widespread digital services (Penetration).

GREECE
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

0 (0)

0 (0)

0 (0)

0 (0)

47 (+10)

31 (+12)

55 (+7)

54 (+10)

58 (0)

36 (+6)

43 (-3)

45 (-2)

41 (-2)

30 (+14)

21 (+7)

23 (+9)

32 (+9)

44 (+31)

83 (+7)

82 (+6)

93 (+7)

70 (+14)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

100 (0)

eGovernment performance of life events (domains)

User centricity

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

84 (+13)

89 (+4)

77 (+10)

80 (+7)

87 (+10)

83 (+2)

84 (+22)

85 (+2)

81

93

90

87

Transparency

55 (+16)

71 (+8)

42 (+27)

59 (+10)

51 (+18)

38 (+16)

68 (+6)

65 (+5)

59

58

69

65

64

83

78

94

30

41

51

50

Cross border mobility

40 (-2)

70 (+5)

53

61 (-1)

50

56

34

49

50

44

7

36

Key enablers

47 (+18)

73 (+11)

39 (+38)

50 (+13)

46 (+43)

13 (+13)

62 (+6)

60 (+8)

43

67

66

17

10

25

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28

EL

49%
33%

53%
39%

70%
52%

68%
69%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
33%

60%
41%

Performance

EU 28
EL

PENETRATION
57%
27%

DIGITISATION
68%
51%

Greece is characterised by a low level of Penetration and a low level of Digitisation. Therefore, Greece is
part of the Non Consolidated eGov scenario, a scenario where countries are not fully exploiting ICT
opportunities. Greece is the country with lowest performance combined (strongly below the European
average) in both Digitisation and Penetration.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Greece is characterised by low environmental characteristics. Users’ characteristics (Digital Skills and ICT Usage) are under the
European average. In addition, the quality of government’s action perceived by citizens (Quality) and the deployment of broadband
infrastructure (Connectivity) are low.
On the other hand, the Digitisation of businesses and their exploitation of online sales channels and the openness of data and
information (Openness) are in line with the European average.

Considerations

Penetration -
Underperforming 

Digitisation -
Average

Compared to countries with a similar environment, Greece is Underperforming in Penetration, with a performance lower than expected. It means that
countries with similar environmental characteristics have reached a better Penetration level. A country can improve the Penetration level by increasing
the number of people that submit official forms online to administrative authorities or by automating processes and requesting fewer forms from
citizens. Regarding Digitisation, Greece’s performance, despite under the European average, is in line with the performance of the others countries with
similar environmental characteristics.

SPAIN
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

0 (0)

17 (-6)

14 (+3)

92 (+1)

95 (-1)

100 (0)

56 (+9)

73 (0)

66 (-1)

67 (-1)

85 (0)

37 (0)

42 (-7)

59 (+17)

79 (0)

87 (-3)

84 (0)

99 (+9)

90 (-1)

61 (+1)

75 (+2)

74 (+2)

75 (+6)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

78 (0)

70 (+5)

89 (-6)

73 (+11)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

94 (+2)

89 (+4)

87 (+12)

80 (+7)

85 (-8)

83 (+2)

91 (0)

85 (+2)

89

93

96

87

90

83

100

78

74 (+2)

71 (+8)

59 (+2)

59 (+10)

85 (-5)

68 (+6)

94 (-1)

41 (0)

65 (+5)

92

69

77

65

50

51

51

50

61 (-1)

56

79

44

49

42

44

22

36

53 (+22)

50 (+13)

85 (-1)

97 (0)

62 (+6)

60 (+8)

79

82

67

66

72

42

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
ES

49%
44%

53%
53%

70%
67%

68%
79%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
45%

60%
65%

Performance

EU 28
ES

PENETRATION
57%
66%

DIGITISATION
68%
71%

Spain has a medium-high level of both Penetration and Digitisation. Therefore, Spain is part of the
Fruitful eGov scenario, which includes best-in-class countries that perform above the European average
in both Digitisation and Penetration. In both Penetration and Digitisation, Spain’s performances only
slightly differ from the European average.

Environment

Digital in private
sector

Digital Skills

ICT usage

Spain’s relative indicators show a country with almost all the environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) in line with the European average. Openness, an indicator which endorses an Open
Government perspective, is higher than the European average.

Connectivity

Quality

Openness

Considerations

Penetration -
Outperforming

Digitisation -
Average

Matching relative and absolute indicators, Spain is Outperforming in Penetration, with a performance higher than expected. For this reasons, Spain could
be considered as a good example for European countries with a similar environment. The performance of the country testifies that it is possible to reach
eGovernment maturity with Digital context, Government and User characteristics in line with European average. Spain’s performances in Digitisation is in
line with other countries with a similar environment.

FINLAND
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

19 (0)

0 (0)

95 (+2)

96 (+2)

98 (-2)

89 (+9)

71 (+6)

59 (+11)

82 (+2)

72 (+3)

75 (0)

85 (0)

100 (0)

100 (0)

80 (0)

73 (+2)

77 (+3)

73 (+4)

78 (+12)

70 (+14)

76 (+3)

82 (-4)

88 (+38)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

94 (+9)

89 (+4)

89 (0)

80 (+7)

98 (+3)

83 (+2)

94 (+3)

85 (+2)

99

93

100

87

83

96

93

78

Transparency

63 (+7)

71 (+8)

65 (+18)

59 (+10)

87 (+14)

68 (+6)

81 (+5)

65 (+5)

65

69

65

88

60

60

51

50

Cross border mobility

Key enablers

67 (+4)

70 (+5)

61 (-1)

56

92 (0)

78

88

49

50

44

70

36

82 (+43)

73 (+11)

57 (+9)

50 (+13)

100 (+35)

96

62 (+6)

68 (+12)

60 (+8)

76

67

66

73

74

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
FI

49%
78%

53%
69%

70%
88%

68%
71%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
58%

60%
66%

Performance

EU 28
FI

PENETRATION
57%
87%

DIGITISATION
68%
80%

A medium-high level of Digitisation and a high level of Penetration characterise Finland. Therefore,
Finland is part of the Fruitful eGov countries, a scenario that includes the best-in-class countries, which
perform at a Digitisation and Penetration level above average. Finland is one of the countries with the
highest Penetration level: almost 90% of individuals use online services to submit forms to Public
Administration. Also its Digitisation level is above the European average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Finland is one of the countries with the highest level of environmental indicators. The users have high digital skills and seem to be
confident with the use of ICT instruments. The quality of government’s action perceived by citizens is high. The Digitisation is
widespread also in the private sector. The only indicators that are in line with the European average are Connectivity that measure the
deployment of broadband infrastructure and its quality, and Openness that measures the openness of data and information.

Considerations

Penetration -
Outperforming

Digitisation -
Average

By comparing performances of countries with similar relative indicator scores, Finland is Outperforming in Penetration and Average in Digitisation. Its
Penetration level is higher than the one of the European countries with similar relative performances. The Digitisation level, instead, is in line with the
level of the other European countries with similar environmental characteristics.

FRANCE
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

90 (+2)

90 (+2)

91 (+2)

86 (+6)

52 (+4)

66 (+2)

68 (-1)

79 (+4)

79 (+5)

59 (+2)

67 (0)

69 (+6)

75 (+1)

100 (0)

54 (+37)

52 (+7)

48 (+5)

36 (+4)

61 (+1)

69 (+13)

8 (0)

25 (-3)

23 (+23)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

89 (+4)

89 (+4)

84 (+7)

80 (+7)

99 (+6)

83 (+2)

91 (+1)

85 (+2)

95

93

94

87

84

83

85

78

Transparency

64 (-3)

71 (+8)

58 (+7)

59 (+10)

75 (+10)

68 (+6)

66 (+2)

65 (+5)

68

69

75

65

64

51

50

59

Cross border mobility

Key enablers

77 (+11)

70 (+5)

63 (+9)

61 (-1)

60

56

54

49

58

62

44

36

70 (+16)

73 (+11)

41 (+21)

50 (+13)

74 (+11)

62 (+6)

45 (+6)

60 (+8)

52

58

67

66

68

4

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
FR

49%
47%

53%
49%

70%
75%

68%
78%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
41%

60%
57%

Performance

EU 28
FR

PENETRATION
57%
64%

DIGITISATION
68%
68%

France has a medium-high level of Penetration and a medium level of Digitisation. France is part of the
Fruitful eGov scenario, which includes best-in-class countries that perform above the European average
in both Digitisation and Penetration. In Digitisation, France’s performances are in line with the European
average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

France’s relative indicators show a country with almost all environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) in line with the European average. Openness indicators, i.e. the quantity and quality
of Open Data and their political, social and economic impact, is the only indicator above the European average.

Considerations

Penetration -
Average

Digitisation -
Outperforming

By comparing performances of countries with similar relative indicator scores, France is Outperforming in Penetration and Average in Digitisation. Its
Penetration level is higher than the one of the European countries with similar relative performances. The Digitisation level, instead, is in line with the
level of the other European countries with similar environmental characteristics.

CROATIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

67 (+2)

64 (+2)

60 (+5)

78 (+2)

64 (0)

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

50 (+4)

40 (+5)

35 (+2)

48 (+8)

45 (+3)

50 (0)

50 (+5)

41 (0)

0 (0)

0 (0)

32 (+7)

3 (+3)

26 (+8)

26 (+5)

24 (+4)

30 (+10)

25 (+13)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

100 (+17)

eGovernment performance of life events (domains)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

User centricity

68 (+6)

89 (+4)

70 (+13)

80 (+7)

60 (+1)

67 (-2)

83 (+2)

85 (+2)

76

93

78

87

59

56

83

78

Transparency

52 (+13)

71 (+8)

43 (+7)

59 (+10)

50 (+8)

68 (+6)

61 (+4)

65 (+5)

56

69

59

65

49

51

50

33

Cross border mobility

Key enablers

48 (+11)

70 (+5)

14 (+2)

73 (+11)

50 (+18)

50 (+13)

17 (+16)

62 (+6)

60 (+8)

67

66

54

29 (+26)

29

18

0

47

41

64 (+6)

61 (-1)

51

56

42

49

44

8

27

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
HR

49%
47%

53%
50%

70%
56%

68%
61%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
39%

60%
50%

Performance

EU 28
HR

PENETRATION
57%
57%

DIGITISATION
68%
46%

Croatia is characterised by a low level of Digitisation and a medium level of Penetration. It is included in
the Non Consolidated eGov scenario, a scenario where countries are not
fully exploiting ICT
opportunities. Nevertheless, Croatia’s level of Penetration, even though it is lower than the European
average, is one of the highest score of Non Consolidated eGov countries.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Croatia’s relative indicators show a country with almost all environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) in line with the European average. The only two indicators where Croatia scored a
low percentage are Quality that measure the quality of governments’ action perceived by citizens, and Connectivity that measure the
deployment of the broadband and its quality.

Considerations

Penetration -
Average

Digitisation -
Underperforming

By comparing performances of countries with similar relative indicator scores, Croatia is Average in Penetration and Underperforming in Digitisation. The
Penetration level is similar to other countries with comparable environmental characteristics. On the other hand, the Digitisation level is still low, also
compared with similar country, Croatia is Underperforming in Digitisation, with a performance lower than expected, showing that the level of the back-
office and the front-office digitisation in the country is still relatively low.

HUNGARY
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

76 (+7)

82 (+6)

75 (+7)

42 (+11)

47 (+15)

48 (+11)

53 (+11)

40 (+21)

15 (+2)

8 (0)

23 (+2)

0 (0)

15 (+15)

49 (+12)

56 (+6)

67 (+34)

67 (+17)

44 (+44)

43 (+4)

31 (+3)

63 (+16)

75 (+13)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

100 (+44)

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

79 (+12)

89 (+4)

82 (+21)

80 (+7)

78 (+13)

83 (+2)

88 (+11)

85 (+2)

83

93

Transparency

63 (+21)

71 (+8)

50 (+44)

59 (+10)

52 (+14)

68 (+6)

55 (+36)

65 (+5)

72

69

65

65

38

87

81

83

78

50

18

30

51

50

Cross border mobility

Key enablers

53 (+23)

70 (+5)

48 (+8)

61 (-1)

45

56

13

49

44

36

0

0

78 (+25)

73 (+11)

75 (+42)

50 (+13)

57 (+15)

62 (+6)

51 (+46)

60 (+8)

55

67

66

92

40

47

53

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
HU

49%
42%

53%
48%

70%
57%

68%
n/a

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
25%

60%
60%

Performance

EU 28
HU

PENETRATION
57%
42%

DIGITISATION
68%
56%

Hungary is characterised by a low level of both Penetration and Digitisation. Therefore, Hungary is part of
the Non Consolidated eGov scenario, a scenario where countries are not
fully exploiting ICT
opportunities. In particular, both Digitisation and Penetration levels are quite below European average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Hungay is characterised by low Government characteristics. The Digitisation of businesses and their exploitation of online sales
channels – (Digital in Private sector) is below the European average. In addition, the quality of governments’ action perceived by
citizens (Quality) is below European average. On the other hand, the percentage of the citizens that make regular use of internet (ICT
usage) and Digital Skills of the population are in line with the European average.

Connectivity

Quality

Openness

*Data regarding Openness are not available

Considerations

Penetration -
Underperforming

Digitisation -
Underperforming

Matching relative and absolute indicators, Hungary is Underperforming in both Penetration and Digitisation. Analysing Digital context, Government and
User characteristics through relative indicators indicates that Hungary has all the environmental characteristics necessary to be on the best-in-class in the
eGovernment path.
For these reasons, Hungary would benefit from implementing policies aimed at increasing Penetration and Digitisation levels, by increasing the number
of citizens using online services and the level of the back-office and the front-office digitisation.

IRELAND
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

0 (0)

0 (0)

89 (+3)

88 (-1)

91 (+4)

72 (+18)

63 (+8)

57 (+1)

77 (+6)

68 (+2)

47 (+14)

60 (+60)

76 (+2)

86 (+1)

92 (0)

100 (0)

84 (0)

36 (+14)

40 (+17)

37 (+16)

31 (+25)

62 (+13)

67 (+28)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

96 (+10)

89 (+4)

85 (+9)

80 (+7)

88 (-1)

83 (+2)

90 (+1)

85 (+2)

99

93

87

80

83

83

78

75 (+13)

71 (+8)

55 (+23)

59 (+10)

64 (+3)

68 (+6)

74 (+16)

65 (+5)

74

69

65

47

51

49

50

76 (+4)

70 (+5)

66 (+33)

73 (+11)

23 (+21)

50 (+13)

79 (+9)

61 (-1)

56

55

49

75

75

44

36

62

77 (+63)

62 (+6)

74 (+22)

60 (+8)

54

67

66

26

47

41

0

0

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
IE

49%
54%

53%
53%

70%
77%

68%
82%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
69%

60%
63%

Performance

EU 28
IE

PENETRATION
57%
60%

DIGITISATION
68%
62%

Ireland is characterised by a medium level of Penetration and a level of Digitisation slightly above the
average. Therefore, Ireland is part of the Unexploited eGov scenario, a scenario that includes countries
that might still be in an ongoing digitisation process, but with a high number of citizens using
eGovernment services.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Ireland relative indicators show a country with almost all the environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) in line with the European average. There are two indicators above the average:
Digital in private sector that offers a proxy for the Digitisation of businesses and their exploitation of the online sales channel and
Openness, that measures the openness of data and information.

Considerations

Penetration -
Average

Digitisation -
Underperforming

By comparing performances of countries with similar relative indicator scores, Ireland is Average in Penetration and Underperforming in Digitisation. The
value of Penetration is similar to the one of other countries with comparable environmental characteristics, and, on the other hand, the Digitisation level
is low, if compared with similar countries. Ireland eGovernment maturity process seems to be benefiting from a digitisation of the back- and the front-
office.

ICELAND
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

95 (+3)

95 (+4)

98 (0)

88 (+2)

68 (+6)

76 (+5)

76 (+3)

85 (+5)

38 (+1)

42 (0)

54 (+2)

49 (-1)

58 (0)

67 (0)

0 (0)

0 (0)

14 (-20)

25 (+25)

78 (+3)

62 (+6)

81 (+2)

83 (+4)

88 (0)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

94 (+13)

89 (+4)

92 (+8)

80 (+7)

89 (+1)

83 (+2)

98 (+1)

85 (+2)

92

93

100

100

87

83

93

78

84 (+19)

71 (+8)

86 (+16)

59 (+10)

90 (+2)

68 (+6)

77 (-1)

65 (+5)

55

69

65

57

51

50

74

0

49 (-2)

70 (+5)

42 (+4)

61 (-1)

48

56

49

42

44

36

88

67

87 (+14)

73 (+11)

80 (+16)

50 (+13)

76 (-9)

62 (+6)

89 (+2)

60 (+8)

63

67

66

45

47

41

100

86

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

ITALY
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

1 (0)

15 (+8)

17 (+17)

91 (+3)

91 (+2)

98 (+2)

76 (+14)

81 (+8)

63 (+9)

66 (+12)

43 (+7)

29 (+2)

36 (+3)

42 (0)

69 (+3)

72 (+2)

100 (0)

50 (0)

49 (+1)

48 (+16)

62 (+6)

68 (-5)

81 (+13)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

90 (+2)

89 (+4)

84 (+12)

80 (+7)

88 (+4)

83 (+2)

90 (+8)

85 (+2)

98

93

95

87

83

90

91

78

82 (+5)

71 (+8)

69 (+36)

59 (+10)

70 (+16)

68 (+6)

66 (+15)

65 (+5)

69

69

69

65

40

41

51

50

83 (+6)

70 (+5)

91 (+9)

73 (+11)

85 (+18)

57 (-4)

50 (+13)

62 (+6)

59 (+25)

60 (+8)

57

67

71

66

47

47

25

41

46 (+7)

61 (-1)

55

56

53

49

10

8

44

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
IT

49%
33%

53%
40%

70%
58%

68%
76%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
32%

60%
58%

Performance

EU 28
IT

PENETRATION
57%
28%

DIGITISATION
68%
67%

Italy is characterised by a low level of Penetration and a medium-low level of Digitisation. Therefore, Italy
is part of the Non-consolidated eGov scenario, a scenario where countries are not fully exploiting ICT
opportunities. Italy is characterised by one of the lowest Penetration level in Europe. On the other hand,
the Digitisation level is close to the European average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Italy seems to have an environment that could slow down eGovernment actions' effectiveness: looking at relative indicators, the
openness of data and information (Openness), the Digitisation of businesses (Digital in the private sector) and the deployment of the
broadband and its quality (Connectivity) are in line with European average, while all the other characteristics (Digital skills, ICT usage
and Quality) are low. In particular, it seems that Italian users could both strengthen digital skills and increase regular use of internet.

Considerations

Penetration -
Underperforming

Digitisation -
Average

Matching relative and absolute indicators, Italy seems to have a different position regarding the Penetration and the Digitisation level. Digitisation is in
line with the performance of other European countries with similar environment.
Italy seems to be
Underperforming compared to other countries with a similar environment, showing that online services are not fully widespread all over the country. A
country can improve the Penetration level by increasing the number of people that submit official forms online to administrative authorities or by
automating processes and requesting fewer forms from citizens.

Instead, regarding the Penetration level,

LITHUANIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

0 (0)

0 (0)

53 (+8)

32 (0)

33 (0)

47 (-1)

44 (+8)

37 (+5)

92 (+3)

96 (+1)

98 (+5)

90 (+4)

91 (+1)

91 (+3)

88 (+9)

70 (+6)

67 (+17)

87 (+1)

89 (+3)

88 (+2)

93 (+5)

88 (+3)

88 (0)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

94 (+1)

89 (+4)

94 (+14)

80 (+7)

79 (+4)

83 (+2)

96 (+4)

85 (+2)

100

93

93

87

91

83

88

78

95 (+5)

71 (+8)

88 (+18)

59 (+10)

90 (+2)

92 (+9)

91

92

84

88

68 (+6)

65 (+5)

69

65

51

50

82 (+12)

70 (+5)

51 (-1)

61 (-1)

58

56

36

49

17

44

23

36

73 (+11)

96 (+10)

94 (+10)

50 (+13)

70 (0)

62 (+6)

60 (+8)

67

66

84

75

47

41

97 (0)

97

100

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
LT

49%
42%

53%
52%

70%
68%

68%
58%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
50%

60%
51%

Performance

EU 28
LT

PENETRATION
57%
65%

DIGITISATION
68%
82%

Lithuania is characterised by a medium-high level of Penetration and a medium-high level of Digitisation.
Therefore, Lithuania is part of the Fruitful eGov scenario, a scenario that includes the best-in-class
countries, which perform at a Digitisation and Penetration level above average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Lithuania’s relative indicators show a country with almost all characteristics (User characteristics, Government characteristics and
Digital context characteristics) in line with the European average. The peculiarities of Lithuania are a low level of Openness, an indicator
that identifies the openness of each country from an Open Government perspective, and a low level of the deployment of the
broadband and its quality (Connectivity).

Considerations

Penetration -
Outperforming

Digitisation -
Outperforming

Lithuania is a country with almost all environmental characteristics in line with the European average. Furthermore is Outperforming in both Penetration
and Digitisation. Looking at the results of the analysis, the Lithuania’s government seems to have implemented good policies and strategies that enabled
the country to have both high Digitisation of the front- and the back-offices and widespread digital services (Penetration).

LUXEMBOURG
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

6 (+6)

25 (+25)

28 (+22)

86 (+5)

87 (+6)

91 (+4)

48 (+9)

62 (+12)

63 (0)

73 (+8)

75 (+25)

58 (+7)

80 (+7)

67 (+8)

88 (+12)

84 (-17)

73 (+9)

75 (+75)

60 (+9)

50 (+7)

53 (+12)

55 (+6)

81 (+13)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

99 (+9)

89 (+4)

78 (+6)

80 (+7)

89 (+19)

83 (+2)

95 (+10)

85 (+2)

85

93

79

87

84

83

80

78

82 (+37)

71 (+8)

64 (+13)

59 (+10)

78 (+32)

68 (+6)

69 (+11)

65 (+5)

69

55

65

48

45

51

55

50

81 (+18)

70 (+5)

98 (+28)

73 (+11)

49 (+18)

50 (+13)

62 (+17)

62 (+6)

72 (+11)

60 (+8)

48

47

67

60

66

61

28

41

50 (+29)

61 (-1)

65

56

59

67

49

44

57

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
LU

49%
70%

53%
62%

70%
83%

68%
78%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
39%

60%
73%

Performance

EU 28
LU

PENETRATION
57%
53%

DIGITISATION
68%
68%

Luxembourg shows a medium level of both Penetration and Digitisation. Therefore, Luxembourg is
included in the Expandable eGov scenario, a scenario where the innovation process has been carried out
efficiently, but there is the desirability to expand the number of online users, to realise all potential
advantages.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Luxembourg’s relative indicators show a country with almost all the environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) above the European average. It is close to the European average only in Digitisation
of businesses and their exploitation of online sales channels (Digital in private sector) and in the Digital Skills of the population.

Considerations

Penetration -
Underperforming

Digitisation -
Average

Matching relative and absolute indicators, Luxembourg is Underperforming in Penetration and Average in Digitisation. Analysing Digital context,
Government and User characteristics through relative indicators shows that Luxembourg has all the environmental characteristics necessary to be on the
best-in-class in the eGovernment path, however the Penetration level is low if compared with country with similar characteristics. For these reasons,
Luxembourg would benefit from increasing the number of citizens using online services.

LATVIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

0 (0)

10 (+7)

43 (-2)

91 (+3)

94 (+3)

95 (0)

70 (+11)

81 (+5)

85 (+3)

86 (+4)

72 (+8)

63 (0)

78 (-2)

92 (0)

84 (-5)

83 (-7)

100 (0)

96 (-4)

88 (+6)

86 (-1)

90 (0)

83 (+11)

94 (+13)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

98 (+4)

89 (+4)

92 (+9)

83 (+17)

71 (+8)

83 (+6)

80 (+7)

59 (+10)

90 (-9)

70 (+5)

95 (+3)

83 (+2)

93 (+9)

85 (+2)

96

93

76

87

86

83

94

78

68 (+6)

72 (+8)

65 (+5)

91 (+7)

88

69

76

65

72

84

51

50

70 (-1)

61 (-1)

78

56

40

49

44

36

67

75

83 (+28)

73 (+11)

71 (+17)

50 (+13)

92 (-3)

88 (+3)

62 (+6)

60 (+8)

67

66

100

94

95

47

41

81

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
LV

49%
40%

53%
49%

70%
67%

68%
66%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
26%

60%
65%

Performance

EU 28
LV

PENETRATION
57%
69%

DIGITISATION
68%
84%

Latvia is characterised by a high level of Digitisation and medium-high level Penetration. Latvia is in the
cluster of Fruitful eGov scenario, a scenario that includes the best-in-class countries, which perform at a
Digitisation and Penetration level above average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Latvia’s relative indicators show a country with almost all the characteristics (User characteristics, Government characteristics and
Digital context characteristics) in line with the European average. The peculiarity of Latvia is a low level of Digital in private sector, an
indicator that identifies the digitisation of businesses and their exploitation of online sales channels.

Considerations

Penetration -
Outperforming

Digitisation -
Outperforming

Latvia is a country with almost all the environmental characteristics in line with the European average. Furthermore is Outperforming in both Penetration
and Digitisation. Looking at the results of the analysis, Latvia has both high Digitisation of the front- and the back-offices and widespread digital services
(Penetration).

MONTENEGRO
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

59 (-1)

57 (-2)

81 (+2)

65 (0)

58 (0)

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

28 (+3)

20 (-10)

44 (-3)

48 (+2)

0 (0)

33 (-5)

34 (-13)

25 (+25)

22 (+1)

34 (0)

17 (0)

4 (+4)

4 (+4)

25 (-6)

19 (-15)

18 (-38)

8 (-21)

38 (+13)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

User centricity

62 (-3)

89 (+4)

32 (0)

80 (+7)

66 (+6)

83 (+2)

76 (-8)

85 (+2)

67

64

93

47

56

87

83

78

Transparency

55 (+2)

71 (+8)

37 (-6)

59 (+10)

68 (+6)

65 (+5)

69

65

41 (0)

37 (-16)

45

41

47

51

48

50

Cross border mobility

Key enablers

24 (+2)

70 (+5)

18 (-3)

73 (+11)

1 (+1)

21 (-21)

50 (+13)

50 (-25)

62 (+6)

60 (+8)

67

66

34

19

25

47

33

41

54 (-20)

61 (-1)

56

49

20

28

8

44

42

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

NORTH MACEDONIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

19

25

25

25

0

0

0

0

6

12

7

48

43

47

34

33

61

61

68

63

56

71

67

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

User centricity

73

89 (+4)

66

80 (+7)

56

49

83 (+2)

85 (+2)

93

87

83

78

27

Transparency

55

71 (+8)

44

59 (+10)

45

68 (+6)

65 (+5)

69

65

51

50

Cross border mobility

Key enablers

56

70 (+5)

23

73 (+11)

0

0

0

50 (+13)

62 (+6)

60 (+8)

67

66

47

41

25

61 (-1)

56

49

44

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

MALTA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

85 (+2)

98 (0)

100 (0)

100 (0)

96 (+2)

99 (+1)

96 (+1)

94 (+5)

87 (0)

89 (0)

90 (0)

100 (0)

100 (0)

100 (0)

100 (0)

100 (0)

100 (+1)

99 (+3)

100 (0)

100 (0)

100 (0)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

45 (+1)

75 (0)

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

100 (0)

89 (+4)

80 (+7)

100 (0)

100 (0)

83 (+2)

96 (+2)

85 (+2)

99

93

98

87

94

83

100

78

100 (+3)

95 (+4)

99 (+4)

100 (+5)

95

94

94

94

71 (+8)

59 (+10)

68 (+6)

65 (+5)

69

65

51

50

100 (0)

70 (+5)

73 (+11)

98 (+1)

100

78

75

75

61 (-1)

56

49

44

36

50 (+13)

62 (+6)

60 (+8)

67

66

47

41

100 (0)

100 (0)

100 (0)

100 (+6)

100

100

98

100

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
MT

49%
55%

53%
61%

70%
68%

68%
46%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
49%

60%
66%

Performance

EU 28
MT

PENETRATION
57%
41%

DIGITISATION
68%
96%

Malta is characterised by a medium-low level of Penetration and a very high level of Digitisation.
Therefore, Malta is part of the Expandable eGov scenario, a scenario where the innovation process has
been carried out efficiently, but there is the desirability to expand the number of online users, to realise
all potential advantages. The highest European level of Digitisation of the back- and front-offices and a
Penetration level only slightly lower than the European average characterise Malta.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Malta’s relative indicators shows a country with almost all the characteristics (User characteristics, Government characteristics and
Digital context characteristics) in line with the European average. The peculiarity of Malta is a low level of Openness, an indicator that
identifies the openness of each country from an Open Government perspective. This considers two different aspects: the extent to
which countries have an Open Data policy in place and the extent to which citizens are able to select their government.

Considerations

Penetration -
Underperforming

Digitisation -
Outperforming

Matching relative and absolute indicators, Malta seems to have a very different position regarding the Penetration and the Digitisation level.
Malta is the only European country Outperforming in Digitisation and at the same time Underperforming in Penetration. Malta, compared with countries
with similar environmental characteristics, seems to have reached a satisfying level of digitisation of the front- and the back-offices. However, Malta’s
online services seem to be not so widespread all over the country.

THE NETHERLANDS
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

94 (+1)

92 (+2)

100 (0)

90 (+2)

71 (+2)

67 (+2)

69 (+3)

65 (-4)

76 (0)

76 (-6)

15 (-4)

27 (-8)

92 (0)

74 (+12)

80 (+4)

84 (0)

80 (+2)

82 (-1)

81 (+4)

94 (0)

40 (+40)

65 (+40)

63 (+4)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

92 (+5)

89 (+4)

83 (+6)

80 (+7)

89 (-1)

83 (+2)

99 (+1)

85 (+2)

100

93

99

87

83

94

93

78

67 (+3)

71 (+8)

67 (+5)

59 (+10)

75 (+5)

68 (+6)

82 (0)

65 (+5)

67

69

74

65

66

69

51

50

95 (+24)

70 (+5)

80 (+12)

73 (+11)

65 (+2)

50 (+13)

80 (-17)

61 (-1)

53

56

56

49

44

50

36

75

99 (0)

98 (0)

80

87

62 (+6)

60 (+8)

67

66

65

65

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
NL

49%
62%

53%
73%

70%
87%

68%
77%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
63%

60%
73%

Performance

EU 28
NL

PENETRATION
57%
82%

DIGITISATION
68%
79%

A high level of both Digitisation and Penetration characterise the Netherlands. Therefore, the
Netherlands is part of the Fruitful eGov scenario, a scenario that includes the best-in-class countries,
which perform at a Digitisation and Penetration level above average. The Netherlands is one of the
countries with better overall performances in terms of eGovernment maturity: it is one of the best
European countries in both the widespread of online services (Penetration) and the digitisation level of
back- and front-office (Digitisation).

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

The Netherlands’s relative indicators show a country with almost all environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) above the European average. It seems to be close to the European average only in
the Digital Skills of the population. This data show a country that excels not only in eGovernment services but also in digital
development as a whole.

Considerations

Penetration -
Average

Digitisation -
Average

The Netherlands can be considered an Average country, its performance in Penetration and Digitisation compared with countries with similar relative
indicators scores are average. It means that the country reaches the expected level of back- and front-office digitisation and eGovernment services are
widespread.

NORWAY
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

5 (0)

40 (+3)

44 (+4)

46 (+5)

94 (+2)

94 (+1)

95 (0)

89 (+9)

84 (+1)

70 (+2)

59 (+2)

68 (+4)

59 (0)

74 (0)

75 (0)

85 (+2)

97 (+2)

100 (0)

81 (+5)

71 (+6)

92 (+3)

80 (+5)

88 (+6)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

100 (+6)

89 (+4)

93 (+5)

80 (+7)

97 (+5)

83 (+2)

87 (0)

85 (+2)

97

93

97

100

87

83

77

78

82 (+5)

71 (+8)

81 (0)

59 (+10)

70 (+7)

68 (+6)

76 (+4)

65 (+5)

72

69

84

65

58

95 (+4)

70 (+5)

83 (0)

61 (-1)

56

53

49

75

75

51

50

38

44

25

36

96 (0)

73 (+11)

88 (+24)

50 (+13)

62 (+6)

63 (+4)

60 (+8)

99 (+10)

67

66

91

85

86

47

41

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

POLAND
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

82 (+3)

84 (+3)

86 (0)

65 (+9)

53 (+2)

46 (+2)

77 (+1)

37 (+5)

33 (-1)

45 (-2)

42 (0)

0 (0)

17 (+17)

46 (+7)

59 (+10)

50 (0)

48 (+8)

50 (+4)

59 (+2)

54 (+6)

10 (+6)

25 (+6)

31 (+19)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

90 (+5)

89 (+4)

75 (+12)

80 (+7)

92 (+5)

83 (+2)

65 (0)

85 (+2)

89

93

80

87

80

83

84

78

75 (+4)

71 (+8)

37 (+8)

59 (+10)

72 (+1)

68 (+6)

46 (+5)

65 (+5)

82

69

42

65

30

8

51

50

43

59 (+13)

70 (+5)

57 (-1)

61 (-1)

56

49

44

33

33

35

36

Key enablers

58 (+16)

73 (+11)

45 (+32)

50 (+13)

47 (0)

62 (+6)

50 (+13)

60 (+8)

85

67

66

51

47

18

26

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
PL

49%
37%

53%
44%

70%
62%

68%
66%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
25%

60%
52%

Performance

EU 28
PL

PENETRATION
57%
39%

DIGITISATION
68%
57%

Poland is characterised by a medium-low level of Penetration and a medium-low level of Digitisation.
Therefore, Poland is part of the Non consolidated eGov scenario, where countries are not fully exploiting
In both Penetration and Digitisation Poland’s performances are lower than the
ICT opportunities.
European average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Poland’s relative indicators show a country with almost all environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) in line with the European average. In particular, the digitisation of businesses and
their exploitation of the online sales channel (Digital in the private sector) and the deployment of broadband infrastructure and its
quality (Connectivity) are both below the average. All the other indicators are in line with the other European countries.

Considerations

Penetration -
Average

Digitisation -
Average

Poland can be considered an Average country, its performance in Penetration and Digitisation compared with country with similar relative indicators
scores are average. This means that the country reaches the expected level of back- and front-office digitisation and eGovernment services are
widespread.

PORTUGAL
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

95 (+1)

99 (+1)

98 (0)

65 (+1)

76 (+6)

69 (+5)

80 (+3)

80 (+11)

51 (+3)

66 (+4)

67 (0)

5 (+5)

25 (+25)

50 (0)

78 (0)

80 (0)

100 (0)

100 (0)

81 (+9)

75 (+4)

81 (+7)

75 (+25)

91 (+1)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

93 (+1)

89 (+4)

91 (+5)

85 (+4)

71 (+8)

73 (+37)

100 (0)

70 (+5)

97 (+25)

73 (+11)

80 (+7)

59 (+10)

50 (+13)

97 (0)

83 (+2)

96 (+1)

85 (+2)

100

93

96

87

91

83

93

78

77 (+5)

68 (+6)

90 (+3)

65 (+5)

69

79

79

65

72

51

56

50

66 (+14)

61 (-1)

55

56

45

49

44

67

27

36

62 (+6)

60 (+8)

67

66

60

47

45

41

85 (+23)

86 (+1)

86 (+25)

100

86

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
PT

49%
35%

53%
44%

70%
70%

68%
62%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
43%

60%
58%

Performance

EU 28
PT

PENETRATION
57%
53%

DIGITISATION
68%
80%

Portugal is characterised by a medium-high level of Digitisation and a medium level of Penetration.
Therefore, Portugal is part of the Expandable eGov scenario, a scenario where the innovation process
has been carried out efficiently, but there is the desirability to expand the number of online users, to
realise all potential advantages.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Portugal’s relative indicators show a country with almost all the characteristics (User characteristics, Government characteristics and
Digital context characteristics) in line with the European average. The peculiarity of Portugal is a low level of the Digital Skills of the
population.

Considerations

Penetration -
Average

Digitisation -
Outperforming

Matching relative and absolute indicators, Portugal is Outperforming in Digitisation, with a performance higher than expected. For this reasons, Portugal
could be considered as a good example for European countries with a similar environment. The performance of the country testifies that it is possible to
reach eGovernment maturity with Digital context, Government and User characteristics in line with European average. Portugal’s performances in
Penetration is in line with other countries with a similar environment.

ROMANIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

67 (+3)

67 (+4)

75 (0)

70 (+1)

53 (+2)

46 (+2)

32 (+2)

37 (+3)

29 (+11)

37 (+3)

42 (0)

0 (0)

0

0 (0)

20 (+2)

31 (+3)

17 (0)

6 (+6)

18 (+6)

24 (-1)

20 (+1)

10 (-1)

19 (+19)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

User centricity

73 (+3)

89 (+4)

63 (+18)

80 (+7)

61 (0)

68 (+3)

83 (+2)

85 (+2)

91

93

52

65

62

87

83

78

Transparency

63 (+9)

71 (+8)

56 (+1)

59 (+10)

45 (+3)

45 (+4)

41

29

68 (+6)

65 (+5)

52

69

65

51

50

39

Cross border mobility

Key enablers

25 (+4)

38 (+32)

70 (+5)

73 (+11)

1 (+1)

27 (+12)

3 (+3)

50 (+13)

62 (+6)

60 (+8)

32

29

67

66

2

47

13

41

61

61 (-1)

56

15

0

37

49

44

17

36

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
RO

49%
31%

53%
32%

70%
53%

68%
61%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
20%

60%
53%

Performance

EU 28
RO

PENETRATION
57%
63%

DIGITISATION
68%
40%

Romania has a medium-high Penetration level and a low Digitisation level. Therefore, Romania is part of
the Unexploited eGov scenario, a scenario that includes countries that might still be in an ongoing
digitisation process, but with a high number of citizens using eGovernment services. Romania in
particular has the lowest level (40%) of back- and front- office digitisation (Digitisation), but widespread
of eGovernment services (Penetration) above the average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Romania seems to have an environment that could slow down eGovernment actions' effectiveness: looking at relative indicators, the
openness of data and information and the deployment of the broadband and its quality are almost in line with European average, while
all other characteristics (Digital skills, ICT usage, Quality are Digital in private sector) are still low. In particular, it seems that Romania’s
users could strengthen both digital skills and increase regular use of internet.

Considerations

Penetration -
Outperforming

Digitisation -
Underperforming

By comparing performances of countries with similar relative indicator scores, Romania scores Outperforming in Penetration and is Underperforming in
Digitisation. The Penetration level
is higher than the one of the European countries with similar relative performances: Romania seems to have
implemented good polices in order to increase eGovernment usage. On the other hand, the Digitisation level is still relatively low, also compared with
similar country. Romania’s eGovernment maturity process seems to be benefiting from a digitisation of the back- and the front- office.

REPUBLIC OF SERBIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

68 (+3)

66 (+4)

84 (+2)

52 (+1)

62 (-1)

40 (+3)

39 (+7)

17 (+3)

27 (-4)

29 (-2)

50 (0)

50 (0)

35 (-3)

36 (-4)

24 (+3)

30 (+5)

46 (+8)

39 (-10)

0 (0)

0 (0)

17 (+17)

15 (+15)

6 (+6)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

User centricity

68 (+7)

89 (+4)

66 (+6)

80 (+7)

61 (+9)

63 (+5)

83 (+2)

85 (+2)

84

93

73

87

80

83

78

52

Transparency

56 (+18)

71 (+8)

31 (+1)

59 (+10)

46 (+4)

15 (+1)

42

68 (+6)

65 (+5)

69

56

65

37

34

51

50

Cross border mobility

32

70 (+5)

16

37

61 (-1)

56

49

49

33

44

9

36

Key enablers

52 (-14)

73 (+11)

33 (+28)

50 (+13)

7 (+7)

0 (0)

32

38

29

62 (+6)

60 (+8)

67

66

0

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

SWEDEN
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

90 (0)

92 (+2)

93 (0)

72 (-5)

68 (+1)

58 (+3)

76 (+1)

71 (0)

74 (0)

97 (0)

84 (0)

77 (+1)

90 (0)

84 (0)

100 (0)

0 (0)

50 (0)

34 (+2)

55 (+2)

68 (+1)

67 (+1)

76 (+2)

75 (0)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

99 (0)

89 (+4)

91 (+5)

80 (+7)

88 (+1)

83 (+2)

96 (-2)

85 (+2)

93

93

100

87

94

83

56

78

89 (+5)

71 (+8)

70 (+2)

59 (+10)

71 (+3)

68 (+6)

79 (+2)

65 (+5)

70

69

76

65

50

51

50

40

96 (+1)

70 (+5)

79 (0)

75

75

68

0

61 (-1)

57

56

49

44

36

95 (+2)

73 (+11)

74 (+10)

50 (+13)

71 (-3)

62 (+6)

92 (+1)

60 (+8)

73

67

66

96

45

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
SE

49%
72%

53%
72%

70%
87%

68%
67%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
57%

60%
70%

Performance

EU 28
SE

PENETRATION
57%
87%

DIGITISATION
68%
76%

A medium-high level of Digitisation and a high level of Penetration characterise Sweden. Sweden is part
of the Fruitful eGov scenario, that includes the best-in-class countries, which perform at a Digitisation
and Penetration level above average. Sweden among the countries with better overall performances in
terms of eGovernment maturity: it has one of the highest Penetration performance (87%) and one of the
highest Digitisation level of back- and front-office (76%).

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Sweden’s relative indicators show a country with almost all the environmental characteristics (User characteristics, Government
characteristics and Digital context characteristics) above the European average. It seems to be close to the European average only in
openness of data and information (Openness). The data show a country that excels not only in eGovernment services, but also in digital
development as a whole.

Considerations

Penetration -
Average

Digitisation -
Average

Sweden can be considered an Average country, its performance in Penetration and Digitisation compared with country with similar relative indicators
scores are average. This means that the country reaches the expected level of back- and front-office digitisation and eGovernment services are
widespread.

SLOVENIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

58 (+2)

54 (+10)

55 (+9)

59 (+2)

48 (+19)

61 (0)

62 (0)

83 (+3)

86 (+2)

88 (+7)

100 (0)

24 (0)

21 (0)

59 (+10)

66 (+3)

67 (+17)

44 (+7)

27 (+27)

54 (+16)

53 (+3)

58 (+7)

61 (+10)

44 (+44)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

86 (+4)

89 (+4)

77 (+19)

80 (+7)

92 (0)

83 (+2)

92 (+1)

85 (+2)

89

93

88

87

79

83

78

62

76 (+22)

71 (+8)

57 (+34)

59 (+10)

77 (+23)

68 (+6)

74 (+2)

65 (+5)

61

69

65

49

51

50

21

18

72 (+19)

70 (+5)

71 (+1)

61 (-1)

45

56

52

49

50

44

69

5

36

88 (+24)

73 (+11)

75 (+42)

50 (+13)

67 (+34)

62 (+6)

68 (+26)

60 (+8)

45

67

60

66

23

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
SI

49%
46%

53%
47%

70%
66%

68%
72%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
40%

60%
59%

Performance

EU 28
SI

PENETRATION
57%
46%

DIGITISATION
68%
64%

Slovenia is characterised by a medium-low level of both Digitisation and Penetration. Therefore, Slovenia
is part of the Non Consolidated eGov scenario, a scenario where countries are not fully exploiting ICT
opportunities. Slovenian levels of performances in both Penetration and Digitisation are above the line
that divides countries close to the European average and countries with performances strongly under
the European average. This means that Slovenia’s levels of performances both in Digitisation and
Penetration are only slightly lower than the European average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Slovenia relative indicators shows a country with all the digital
infrastructural characteristics (User characteristics, Government
characteristics and Digital context characteristics) in line with the European average. By looking more in detail at the numbers,
Openness and Digital in the private sector are the only two indicators which are slightly above the European average. All others are
slightly below average.

Considerations

Penetration -
Underperforming

Digitisation -
Average

Matching relative and absolute indicators, Slovenia has a different position regarding the Penetration and the Digitisation level. Digitisation is in line with
the performance of other European countries with similar environment. Instead, regarding the Penetration level, Slovenia seems to be Underperforming
compared to other countries with a similar environment, showing that online services are not fully widespread all over the country. A country can
improve the Penetration level by increasing the number of people that submit official forms online to administrative authorities or by automating
processes and requesting fewer forms from citizens.

SLOVAKIA
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

77 (+2)

79 (+2)

84 (0)

52 (+11)

42 (+5)

45 (+3)

62 (+1)

19 (+10)

26 (0)

34 (0)

33 (0)

0 (0)

13 (0)

62 (+9)

67 (+6)

67 (0)

37 (+12)

46 (+1)

35 (+2)

55 (+30)

58 (+1)

56 (+2)

94 (0)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

86 (+6)

89 (+4)

79 (+6)

80 (+7)

68 (+4)

83 (+2)

76 (+4)

85 (+2)

90

93

79

87

83

77

78

64

43 (+15)

71 (+8)

37 (+2)

36 (+7)

59 (+10)

68 (+6)

52 (+14)

65 (+5)

56

69

65

48

51

50

30

33

56 (+16)

70 (+5)

77 (+5)

73 (+11)

56 (0)

61 (-1)

68

56

36

49

44

36

8

4

49 (+7)

50 (+13)

46 (0)

62 (+6)

52 (-2)

60 (+8)

67

67

67

66

57

47

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
SK

49%
44%

53%
48%

70%
61%

68%
71%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
34%

60%
53%

Performance

EU 28
SK

PENETRATION
57%
45%

DIGITISATION
68%
55%

Slovakia is characterised by a medium-low level of both Digitisation and Penetration. Therefore, Slovakia
is part of the Non Consolidated eGov scenario, a scenario where countries are not fully exploiting ICT
opportunities. Nevertheless, Slovakia levels of performances in both Penetration and Digitisation are
above the line that divides countries close to the European average and countries with performances
strongly under the European average. This means that Slovakia’s levels of performances both in
Digitisation and Penetration are only slightly lower than the European average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

Slovakia relative indicators show a country with all the environmental characteristics (User characteristics, Government characteristics
and Digital context characteristics) in line with the European average. By looking in detail at the numbers, Openness is the only
indicator which is slightly above the European average. All others are slightly below average.

Considerations

Penetration -
Average

Digitisation -
Underperforming

By comparing performances of countries with similar relative indicator scores, Slovakia is Average in Penetration and Underperforming in Digitisation.
Despite a low absolute performance in Penetration, that percentage is similar to the one of other countries with comparable environmental
characteristics. On the other hand, the Digitisation level is still relatively low, also compared with similar countries. Slovakia’s eGovernment maturity
process seems to be benefiting from a digitisation of the back- and the front- office.

TURKEY
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

88 (+3)

89 (+2)

100 (+4)

57 (+5)

60 (+4)

64 (+7)

67 (-1)

67 (0)

48 (+5)

35 (0)

37 (-1)

0 (0)

0 (0)

0 (0)

0 (0)

25 (+7)

33 (+4)

33 (+17)

67 (+12)

68 (+6)

59 (+5)

59 (+2)

81 (+38)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

User centricity

92 (+8)

89 (+4)

Transparency

55 (+20)

71 (+8)

58 (+2)

41 (+1)

80 (+7)

87 (+7)

83 (+2)

94 (+7)

85 (+2)

93

93

93

87

87

83

100

78

59 (+10)

59 (+4)

68 (+6)

54 (+7)

65 (+5)

80

69

73

65

59

58

51

50

Cross border mobility

Key enablers

21 (+12)

70 (+5)

68 (-1)

61 (-1)

56

49

28

12

17

44

43

36

79 (+27)

73 (+11)

19 (+18)

50 (+13)

70 (+26)

62 (+6)

76 (+27)

60 (+8)

78

88

67

66

63

63

47

41

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

UNITED KINGDOM
EGOVERNMENT STATE OF PLAY 2019

eGovernment performance across policy priorities

How are services delivered?

EU28+ 
average 
[%, 2017 2018]

Country average
(growth since last year)
[%, 2017 2018]

USER
CENTRICITY

TRANSPARENCY

CITIZEN CROSS
BORDER
MOBILITY

BUSINESS
CROSS BORDER
MOBILITY

Overall scores

Online availability

Usability

Mobile friendliness

Overall scores

Service delivery

Public organisations

Personal data

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

Online availability

Usability

eID

eDocuments

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic sources

Digital post

84.8

85.4

89.9

68.0

62.3

54.5

72.3

60.1

47.5

58.5

63.8

5.5

15.8

63.0

72.0

76.5

26.5

45.0

58.3

53.5

64.9

55.1

63.4

85 (+4)

86 (+5)

80 (+4)

88 (0)

47 (+6)

63 (+4)

63 (+1)

55 (+2)

59 (+9)

81 (+5)

77 (0)

4 (0)

25 (0)

43 (+2)

31 (+9)

34 (+12)

52 (+11)

18 (+1)

25 (+13)

92 (+2)

97 (+2)

100 (0)

100 (0)

The top-level benchmark User centricity indicates to what 
extent (information about) a service is provided online, how 
the online journey is supported and if public websites are 
mobile friendly.
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Usability: indicates if support, help and (interactive) feedback 
functionalities are online.
Mobile friendliness: indicates if the website provides a service 
through a mobile-friendly interface; an interface that is 
'adopted' to the mobile device.

The top-level benchmark Transparency indicates to what 
extent governments are transparent regarding: 
Transparency of public organizations: indicates how 
transparent governments are about their own responsibilities 
and performance. 
Transparency of service delivery: indicates to what extent 
governments are transparent as regards the process of service 
delivery.
Transparency or personal data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The top-level benchmarks for Citizen and Business Cross-
border mobility indicates to what extent EU citizens can use 
online services another country. 
Online availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully online 
(100%).
Online usability: indicates if support, help and (interactive) 
feedback functionalities are online.
eID: indicates if a national eID from country A can be used in 
country B.
eDocuments: indicates if eDocuments can be transmitted from 
country A to country B. 
The top-level benchmark Key enablers indicate the extent to 
which 4 technical pre-conditions are available online. 

These are: electronic Identification (eID), electronic documents 
(eDocuments), Authentic sources, and Digital post. Digital 
post refers to the possibility that governments communicate 
electronically-only with citizens or entrepreneurs through 
personal mailboxes or other digital mail solutions.

NOTE: the method for the eGovernment Benchmark has been 
updated in 2016 and have comparisons with previous years are 
excluded to avoid misunderstandings. Please see the Insight 
report and Background report for deeper insights and 
historical trends.

eGovernment performance of life events (domains)

User centricity

Transparency

Cross border mobility

Key enablers

Business start-up 
(2018)

Family life
(2018)

Losing and finding a 
job (2018)

Studying
(2018)

Regular business 
operations (2017)

Moving
(2017)

Owning and driving a 
car (2017)

Starting a small claims 
procedure (2017)

92 (+10)

89 (+4)

86 (+5)

80 (+7)

86 (+4)

83 (+2)

95 (+13)

85 (+2)

99

93

88

87

76

83

78

58

82 (+5)

71 (+8)

95 (+2)

70 (+5)

65 (+7)

73 (+11)

63 (+8)

59 (+10)

61 (+3)

68 (+6)

63 (+18)

65 (+5)

79

69

44

65

58

57

51

50

33 (+19)

50 (+13)

30 (+18)

29 (+25)

5

24

11

62 (+6)

60 (+8)

48

67

66

47

41

59 (+8)

61 (-1)

56

88

47

49

44

48

36

67

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

25

50

75

100

The Cross-border mobility indicator is not measured for the life events Family life and Losing and finding a job

Each life event is measured once every two years

Country score

EU28+ average 
(growth since last measurement)

Life event descriptions

Business start-up and early trading operations (2018)

Family life (2018)

Moving (2017) 

This life event covers 33 services, both mandatory services as well as information 
needs, that allows an entrepreneur to start his business. It includes orientation, 
administrative and register requirements, and tax and insurance related matters. 
Early trading operations refers to activities concerning hiring employees and 
requesting an environmental permit. 

Losing and finding a job (2018) 

From immediate actions for unemployed applications for additional benefits and 
allowances, this life event captures vital elements when becoming unemployed. It 
also include various services concerning job search and participation in training 
programs, supporting people to find a job. A complete set of 22 services has been 
assessed.

Including services that are typical for young families, such as: marriage (or other 
partnerships), birth and related (financial) rights, renovating a house, and also 
looking forward to your financial situation at a later age.

This concise life event illustrates the journey in case of moving places: from 
deregistering to register address in the new town. It also includes notifications to 
other public organizations and utilities.

Studying (2018)

Owning and driving a car (2017)

In this life event, comprising of 14 services, it is evaluated to what extent 
enrolment higher education can be done online. It also includes the orientation, 
such as gaining a clear understanding of admission requirements. Furthermore 
support services during study are part of the assessment, for instance career advice 
and portability of student grant when studying abroad 

Regular business operations (2017)

A business life event that covers 11 services related to regular business operations, 
such as administrative and tax requirements, human resources and refund of VAT.

A total of 12 services concerning buying and selling a car and driving fines, and 
related to car taxes, parking permits and other administrative requirements.

Starting a small claims procedure (2017) 

This life event is part of the Justice domain, and captures the journey of someone 
willing to start a small claims procedure: from orientation and initiation to 
retrieving verdict and appeal

eGovernment Benchlearning analysis

Relative indicators

USER CHARACTERISTICS

GOVERNMENT CHARACTERISTICS

Digital Skills

ICT usage

Quality

Openness

EU28
UK

49%
62%

53%
68%

70%
82%

68%
74%

Connectivity

DIGITAL CONTEXT CHARACTERISTICS
Digital in the 
private sector
42%
52%

60%
64%

Performance

EU 28
UK

PENETRATION
57%
80%

DIGITISATION
68%
61%

The United Kingdom is characterised by a high level of Penetration and a medium level of Digitisation.
Therefore, the United Kingdom is part of the Unexploited eGov scenario, a scenario that includes
countries that might still be in an ongoing digitisation process, but have a high number of citizens using
eGovernment services. In Digitisation, the United Kingdom’s performances only slightly differ from the
European average. In Penetration, the United Kingdom’s performance is higher than 20% from the
European average.

Environment

Digital Skills

Digital in private
sector

ICT usage

Connectivity

Quality

Openness

United Kingdom’s relative indicators show a country with almost all the characteristics (User characteristics, Government
characteristics and Digital context characteristics) in line with the European average. Only ICT Usage indicator is above the European
average.

Considerations

Penetration -
Outperforming

Digitisation -
Underperforming

By comparing performances of countries with similar relative indicator scores, the United Kingdom scores Outperforming in Penetration and is
Underperforming in Digitisation. The Penetration level is higher than the one of the European countries with similar relative performances: the United
Kingdom seems to have implemented good polices in order to increase eGovernment usage. On the other hand, the Digitisation level is still relatively
low, also compared with similar country. The United Kingdom’s eGovernment maturity process seems to be benefiting from a digitisation of the back-
and the front- office.

Relative indicators
A table that reports all the relative indicators’ percentage for the country 
selected and the European average.
• Digital skills: citizen’s skills needed to realise the potential offered by a digital 

society. 
ICT usage: the overall level of citizens’ usage of ICT instruments.

•
• Quality: the quality of governments’ action.
• Openness: openness of data and information.
• Connectivity: the deployment of the broadband and its quality. 
• Digital in the private sector: digitisation of businesses and their exploitation 

of the online sales channel.

Penetration vs Digitisation
The Penetration vs Digitisation graph highlighting the country of the specific factsheet.
• Non-consolidated eGovernment: a government does not utilise ICT opportunities 

yet, but might be aiming to benefit from it in the future.

• Unexploited eGovernment: a government might still be in an ongoing digitisation 

process, but has a high number of citizens using eGovernment services. 

• Expandable eGovernment: a government innovates efficiently, but the number of 

online users has to be expanded to realise all the potential benefits. 

• Fruitful eGovernment: indicates a successful process of innovation. Countries in this 

scenario have achieved an efficient and effective way of working. 

Performance
A table that reports all the 
absolute indicators’ 
percentage (Penetration and 
Digitisation) for the country 
selected and the European 
average and a short text that 
explain the performance’s 
results reported in the table 
above.

• Penetration: the extent to 

which online 
eGovernment services are 
widespread.

• Digitisation: a proxy for the 
digitisation level of the 
back- and front-office.

Environment
A radar chart that contains the 
environmental characteristics of the 
country on a three step scale: low, 
medium, high;
and a short text that explains the 
environmental’s results reported in 
the radar chart.

•

Low: countries with a percentage 
lower than μ - δ (where μ is the 
European average and δ is the 
standard deviation).

• Medium: countries with a 

percentage in line with the 
European average (between μ - δ 
and μ + δ).

• High: countries with a high relative 
indicator’s value (above μ + δ).

Considerations
A short text that reports some final considerations about the specific country. Crossing absolute and relative indicators, it shows and explains the relative performances of 
the country in both Penetration and Digitisation.

• Average countries: countries for which the score on the absolute indicators is in line with the European trend.
• Underperforming countries: countries for which the score on the absolute indicators is lower than the European trend.
• Outperforming countries: countries for which the score on the absolute indicators is higher than the European trend.

EGOVERNMENTBENCHLEARNINGRELATIVEINDICATORSPERFORMANCEENVIRONMENTCONSIDERATIONSPenetration -Digitisation -Digital SkillsICT usageQualityOpennessConnectivityDigital inprivate sectorCOUNTRYUSERCHARACTERISTICSGOVERNMENTCHARACTERISTICSCONTEXTCHARACTERISTICSDigital SkillsICT usageQualityOpennessConnectivityDigital in the private sectorEU2855%53%71%72%64%41%XX64%46%80%76%64%44%PENETRATIONDIGITISATIONEU2853%63%XX57%81%AverageOutperformingXXischaracterisedbyahighlevelofDigitisationandmedium-highlevelPenetration.AustriaisintheclusterofFruitfuleGovscenario,ascenarioascenariothatincludesthebest-in-classcountries,whichperformataDigitisationandPenetrationlevelaboveaverage.InPenetrationXX’sperformancesonlyslightlyhigherthantheEuropeanaverage.Nonetheless,Digitisationisalmost20%higherthantheEuropeanaverage.XX'srelativeindicatorsshowacountrywithallthecharacteristics(Usercharacteristics,GovernmentcharacteristicsandContextcharacteristics)inlinewiththeEuropeanaverage.Specifically,ICTusageistheonlyindicatorwhichisslightlybelowtheEuropeanaverage.Allothersareinlineorslightlyaboveaverage.MatchingRelativeandAbsoluteindicators,XXisOutperforminginDigitisationandAverageinPenetration.ItsDigitisationlevelishigherthantheoneoftheEuropeancountrieswithsimilarenvironmentalcharacteristics.XXseemstohavereachedasatisfactorylevelofdigitisationofitsfront-andtheback-offices.Ontheotherside,XXperformancesinPenetrationareinlinewithothercountrieswithasimilarenvironment.Unexploited eGovNon-consolidatedeGovFruitful eGovExpandable eGovLowMediumHighLowMediumHighμ-δμ+ δμ+ δμ-δ10%20%30%40%50%60%70%80%90%100%30%40%50%60%70%80%90%100%PenetrationDigitisationATEU28The table below describes all the indicators used for the analysis

Dimension

Indicator

Description

Penetration

Digitisation

Internet use: submitting completed forms (last twelve months: Percentage of individuals who need to submit official forms
to administrative authorities)

Average of: User Centric Government, Transparent Government, Citizen and Business (3:1) Mobility and Key Enablers

Source

European Commission's 
calculations based on 
Eurostat data
eGovernment Benchmark 
- Mystery Shopping

ICT usage

Use of Internet

The Use of Internet dimension accounts for the variety of activities performed by citizens already online. Such activities
range from consumption of online content (videos, music, games, etc.) to modern communication activities, online shopping
and banking.

Eurostat – ICT 
Householder survey

Digital Skills

Human Capital

Regulatory 
quality

Rule of law

Government 
effectiveness

Corruption 
Perception Index

Open Data

Voice and 
accountability

Quality

Openness

The Human Capital dimension measures the skills needed to take advantage of the possibilities offered by a digital society.
Such skills go from basic user skills that enable individuals to interact online and consume digital goods and services, to
advanced skills that empower the workforce to take advantage of technology for enhanced productivity and economic
growth.

Regulatory Quality captures perceptions of the ability of the government to formulate and implement sound policies and
regulations that permit and promote private sector development. This estimate gives the country's score on the aggregate
indicator, in units of a standard normal distribution.
Rule of Law captures perceptions of the extent to which citizens have confidence in and obey the rules of society, and in
particular the quality of contract enforcement, property rights, the police, and the courts, as well as the likelihood of crime
and violence. This estimate gives the country's score on the aggregate indicator, in units of a standard normal distribution.
Government Effectiveness captures perceptions of the quality of public services, the quality of the civil service and the
degree of its independence from political pressures, the quality of policy formulation and implementation, and the
credibility of the government's commitment to such policies. This estimate gives the country's score on the aggregate
indicator, in units of a standard normal distribution.

The Corruption Perceptions Index measures the perceived levels of public sector corruption worldwide.

This indicator measures to what extent countries have an Open Data policy in place (including the transposition of the
revised PSI Directive), the estimated political, social and economic impact of Open Data and the characteristics
(functionalities, data availability and usage) of the national data portal.
Voice and Accountability captures perceptions of the extent to which country's citizens are able to select their government,
as well as freedom of expression, freedom of association, and a free media. This estimate gives the country's score on the
aggregate indicator, in units of a standard normal distribution.

Connectivity 

Connectivity

The Connectivity dimension measures the deployment of broadband infrastructure and its quality. Access to fast 
broadband-enabled services is a necessary condition for competitiveness.

Digital in the 
private 
sector

Integration of 
Digital 
Technology 

The Integration of Digital Technology dimension measures the digitisation of businesses and their use of the online sales 
channel. By adopting digital technology businesses can enhance efficiency, reduce costs and better engage customers, 
collaborators and business partners. Furthermore, the Internet as a sales outlet offers access to wider markets and potential
for growth.

Eurostat – ICT Households 
survey, Labour force 
survey and education 
statistics

World Bank - 2017

World Bank - 2017

World Bank - 2017

Transparency 
International - 2018

European Data Portal –
Portal Maturity Score

World Bank - 2017

Broadband coverage in 
Europe – Communications 
Committee survey, 
Eurostat – ICT survey

Eurostat – ICT Enterprises 
survey

eGovernment Benchmark 2019

European Commission

eGovernment Benchmark 2019
Empowering Europeans through trusted digital services

Factsheets
Luxembourg, Publications Office of the European Union

2019 – 106 pages.

ISBN: 978-92-76-11026-2
DOI: 10.2759/641548

© European Union, 2019.All rights reserved. Certain parts are licensed under conditions to the EU. 
Reproduction is authorised provided the source is acknowledged.

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ISBN: 978-92-76-11026-2
DOI: 10.2759/641548