eGovernment benchmark 2022 : synchronising digital governments : country factsheets.
Date: 2022-09-16
Institutions: Directorate-General for Communications Networks, Content and Technology
Subjects: EU Member State, administrative transparency, benchmarking, cross-frontier data flow, digital literacy, digital single market, digital technology, electronic document, electronic government, information security, information technology user, public service

eGovernment Benchmark 2022
Synchronising Digital Governments

COUNTRY 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

Sogeti

IDC

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
Gudrun Stock– 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 – Vice President, Capgemini
Project Manager eGovernment Benchmark
Email: niels.vander.linden@capgemini.com
Written and reviewed by Niels van der Linden, Sem Enzerink, Jochem Dogger, Myrte ter Horst, Teddy van Eijk (Capgemini); Massimiliano Claps & Alba
Balla (IDC); Sandrine Cipponeri & Erlend Firth(Sogeti); Giuliano Noci, Michele Benedetti, Giulia Marchio & Marco Gaeta (Politecnico di Milano).
Internal identification
Ares(2019)2221960
SMART 2019/0021
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: 978-92-76-49794-3
doi: 10.2759/721646
© European Union, 2022. All rights reserved. Certain parts are licensed under conditions to the EU. Reproduction is authorised provided the source is acknowledged.

TABLE OF CONTENTS
EGOVERNMENT BENCHMARK 2022

Albania

Austria

Belgium

Bulgaria

Switzerland

Cyprus

Page: 4

Czech Republic

Page: 6

Germany

Page: 9

Denmark

Page: 26

Croatia

Page: 23

France

Page: 20

Finland

Page: 38

Italy

Page: 55

Malta

Page: 71

Serbia

Page: 41

Lithuania

Page: 44

Luxembourg

Page: 58

Netherlands

Page: 74

Sweden

Page: 61

Norway

Page: 77

Slovenia

Page: 12

Estonia

Page: 29

Hungary

Page: 47

Latvia

Page: 64

Poland

Page: 79

Slovakia

Page: 15

Greece

Page: 32

Ireland

Page: 17

Spain

Page: 35

Iceland

Page: 50

Page: 53

Montenegro

North Macedonia

Page: 67

Portugal

Page: 82

Türkiye

Page: 69

Romania

Page: 85

Page: 88

Page: 91

Page: 94

Page: 97

Page: 100

ALBANIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

31

37

36

19

23

20

26

13

33

40

74

65

90

94

55

60

62

71

63%

of the services

0%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

74%

of the services

14%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

56

56

80

95

74

91

90

85

83

73

98

94

80

83

79

88

87

69

30

30

14

17

28

69

65

52

50

51

50

32

34

43

68

60

62

60

Key Enablers

54

82

63

75

29

0

58

51

72

74

100

83

81

60

68

71

64

25

Cross-border Services

25

58

60

54

61

41

53

53

44

44

47

20

66

65

0

0

0

3

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

AUSTRIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

92

90

99

94

85

86

81

100

68

59

61

66

71

64

64

67

57

69

89%

of the services

100%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

73%

of the services

46%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

100

95

95

91

92

90

85

85

78

83

83

83

96

94

100

100

88

87

79

69

84

65

62

52

52

50

49

51

75

68

67

60

62

60

74

74

100

82

89

75

89

88

74

87

83

61

58

51

48

60

93

71

69

64

61

60

64

54

69

61

43

41

43

44

75

66

79

53

57

47

88

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

(76%)

and medium-high

Austria is characterised by a medium-high level of
level
Digitalisation
Penetration (79%). Austria is in the cluster of Fruitful
eGov scenario, a scenario that includes the best-in-
class countries, which perform at a Digitalisation and
In Penetration
Penetration level above average.
Austria’s performance is 8 percentage points higher
than the European average, while Digitalisation is 5
percentage points higher
than the European
average.

Penetration

71%

79%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

76%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

AT

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

AT

Digital skills

Quality

Openess

Connectivity

48%

51%

56%
56%

77%

89%

82%

94%

Digital in private sector

37%

39%

(User

characteristics

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

indicator

is

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

Compared to countries with a similar environment, Austria is On-track both in terms of Penetration and Digitalisation, reaching a medium
level, which is the closest to the European average. Countries can improve their Penetration level by raising citizen awareness about
eGovernment services availability and expanding the number of online users. Regarding Digitalisation, country can improve its performance
by improving the level of the back-office and the front-office digitalisation.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationBELGIUM
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

13

92

90

99

97

63

51

56

84

84

83

79

74

73

62

59

89

70

87%

of the services

56%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

80%

of the services

43%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

97

95

96

91

92

90

82

85

91

83

100

94

79

83

99

96

88

87

65

69

70

65

59

52

50

50

58

51

55

60

73

68

65

62

60

76

95

95

82

75

84

74

95

83

67

58

50

51

46

60

96

71

80

64

81

60

57

54

60

61

45

41

44

53

51

47

68

66

66

66

64

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

higher

Belgium is characterised by a both medium level of
Digitalisation (74%) and Penetration (74%), that are
slightly
average
(respectively, 71% and 71%). Belgium is part of the
Fruitful eGov scenario, a scenario that includes the
best-in-class
a
countries, which
Digitalisation and Penetration level above average.

perform at

European

than

the

Penetration

71%

74%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

74%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

BE

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

BE

Digital skills

Quality

Openess

Connectivity

Digital in private sector

77%

84%

82%

73%

48%
49%

56%

40%

37%

48%

Belgium's relative indicators show a country with
performances that are mostly in line with the
European average. Quality indicator
is slightly
higher than European average, while Openness is 9
percentage points below it. Moving to context
the deployment of broadband
characteristics,
is
infrastructure and its quality (Connectivity)
average, while
the
European
below the
development of Digital
is
in private sector
remarkably higher than the European average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

Compared to countries with a similar environment, Belgium is On-track both in terms of Penetration and Digitalisation, reaching a medium
level, which is the closest to the European average. Countries can improve their Penetration level by raising citizen awareness about
eGovernment services availability and expanding the number of online users. Regarding Digitalisation, country can improve its performance
by improving the level of the back-office and the front-office digitalisation.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationBULGARIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

83

80

94

86

89

51

43

47

63

66

64

58

58

47

45

70

18

34

67%

of the services

89%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

69%

of the services

32%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

57

55

100

95

93

91

93

90

85

83

82

83

96

94

91

88

77

87

73

69

63

65

69

68

34

39

47

52

50

51

46

60

55

62

60

31

98

100

82

75

70

60

55

54

64

58

0

51

42

74

74

90

83

60

83

71

39

64

18

41

44

21

22

53

47

44

62

61

60

66

66

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Bulgaria is characterised by low performances both
in Digitalisation and Penetration. The level of
Digitalisation is 10 percentage points below
European average, but the most significant gap is
associated to the level of Penetration, that is almost
37 percentage points below European average.
Therefore, Bulgaria
included in the Non
Consolidated eGov scenario, where countries are
not fully exploiting ICT opportunities.

is

Penetration

34%

71%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

61%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

BG

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digital skills

48%

33%

EU27

BG

Quality

Openess

Connectivity

77%

53%

82%

67%

56%

51%

Digital in private sector

16%

37%

relative indicators almost all

Bulgaria seems to have an environment that could
slow down eGovernment actions' effectiveness:
looking at
the
characteristics (Digital skills, Quality, Openness and
Digital in the private sector) are still low. The only
exception is given by Connectivity indicator, which
is almost in line with the European average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Underperforming

Digitalisation 

On-Track

Matching relative and absolute indicators, Bulgaria is Underperforming in Penetration and On-Track in Digitalisation. Despite a low absolute
performance in both Digitalisation and Penetration, those performances are 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 digitalisation and eGovernment
services are widespread given the environmental characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationSWITZERLAND
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

25

26

15

39

45

47

42

34

51

56

55

55

48

83

79

96

87

82

63%

of the services

33%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

25%

of the services

44%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

84

90

95

91

90

98

100

94

71

71

85

83

83

83

72

88

81

87

69

65

49

41

52

50

51

41

75

68

60

62

60

18

33

34

30

31

Key Enablers

62

82

75

88

74

83

48

46

58

51

57

60

71

64

25

2

20

28

Cross-border Services

49

60

47

54

83

61

34

41

44

69

68

66

50

53

37

47

57

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

CYPRUS
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

71

67

84

76

64

56

57

58

93

17

25

21

31

31

50

43

5

24

56%

of the services

22%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

12%

of the services

42%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

79

92

95

91

90

85

83

83

90

94

88

87

61

64

63

56

70

65

45

47

52

50

51

43

20

1

36

15

38

32

69

65

68

60

62

60

37

88

82

75

75

74

69

83

44

58

51

0

33

33

41

60

71

50

64

60

62

61

54

48

40

41

32

44

60

66

67

64

65

53

47

50

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Cyprus is characterised by a medium-low level of
Penetration, that
is 8 percentage points below
European average, and a low level of Digitalisation,
which is 21 percentage points below European
the Non
average. Cyprus is therefore part of
Consolidated eGov scenario, where countries are
not fully exploiting ICT opportunities.

Penetration

71%

63%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

50%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

CY

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digital skills

48%

42%

EU27

CY

Quality

Openess

Connectivity

Digital in private sector

37%
35%

77%

70%

82%
83%

56%

59%

The relative indicators of Cyprus show a country
that
In
is aligned with European average.
particular, Digital Skills performances, Quality and
Digital
in private sector are slightly below the
average. Openess and Connectivity are slightly
higher than the European Average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

Underperforming

Compared to countries with a similar environment, Cyprus is On-Track in Penetration while being Underperforming in Digitalisation. This
means that countries with similar environmental characteristics have reached a better Digitalisation level. A country can improve its
Digitalisation level by improving the level of the back-office and the front-office digitalisation. Czech Republic’s performances in Penetration
are in line with other countries with a similar environment.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationCZECH REPUBLIC
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

85

87

81

83

80

100

54

45

39

39

41

59

56

52

52

66

17

32

80%

of the services

89%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

44%

of the services

52%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

99

95

82

80

91

90

90

85

79

83

93

94

83

83

83

88

80

87

74

69

56

65

55

52

43

43

50

51

61

68

59

60

62

60

49

49

79

82

64

75

42

58

50

51

65

74

94

83

34

60

47

71

58

64

78

60

53

54

55

52

41

44

40

33

31

53

47

61

62

66

63

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Czech Republic shows a medium-high level of
Penetration and a medium level of Digitalisation.
Therefore, Czech Republic is
included in the
Unexploited eGov scenario, a scenario that includes
still be in an ongoing
countries
digitalisation process, but with a high number of
citizens using eGovernment services.

that might

Penetration

71%

76%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

63%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

CZ

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

CZ

Digital skills

Quality

Openess

Connectivity

48%

46%

56%

53%

77%
76%

82%

77%

Digital in private sector

37%

34%

Czech Republic's relative indicators show a country
with all the characteristics (User characteristics,
Government characteristics and Digital context
characteristics) slightly below with the European
average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

Underperforming

Compared to countries with a similar environment, Czech Republic is On-Track in Penetration while being Underperforming in Digitalisation.
This means that countries with similar environmental characteristics have reached a better Digitalisation level. A country can improve its
Digitalisation level by improving the level of the back-office and the front-office digitalisation. Czech Republic’s performances in Penetration
are in line with other countries with a similar environment.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationGERMANY
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

10

91

89

95

92

33

42

49

49

53

53

50

65

60

67

64

63

75

87%

of the services

56%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

60%

of the services

39%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

100

95

91

91

90

99

85

85

80

83

94

94

91

83

84

88

92

87

55

69

58

65

47

52

50

51

39

35

62

68

50

47

50

60

62

60

87

82

75

28

32

58

38

51

81

74

83

62

53

60

95

71

67

64

62

60

62

61

54

30

15

41

44

46

53

44

47

76

67

66

78

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Germany is characterised by a medium-low level of
Penetration and a medium level of Digitalisation.
Therefore, Germany is part of the Non Consolidated
eGov scenario, a scenario where countries are not
fully exploiting ICT opportunities. The level of
Digitalisation is 8 percentage points below European
average, but the most significant gap is associated
to the level of Penetration, that is 16 percentage
points below European average.

Penetration

71%

55%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

63%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

DE

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

DE

Digital skills

Quality

Openess

Connectivity

48%

45%

77%

88%

82%

92%

56%

67%

Digital in private sector

37%
36%

Germany’s relative indicators show a country with
almost all environmental characteristics
(User
characteristics, Government characteristics and
Digital context characteristics) mostly in line with
the European average. Regarding the Users’
characteristics, Digital skills indicator is slightly
in
belove the European average. Also Digital
private sector
is slightly below the
European average.

indicator,

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Underperforming

Digitalisation 

On-Track

Matching relative and absolute indicators, Germany is Underperforming in Penetration and On-Track in Digitalisation. 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 its Penetration levels, by increasing the number of eGovernment users. Germany’s Digitalisation level is in line with the European
countries with similar relative performances.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationDENMARK
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

98

99

99

92

76

62

85

81

94

93

97

86

100

43

70

70

78

81

98%

of the services

56%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

96%

of the services

57%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

100

95

97

91

98

90

100

97

100

94

97

85

83

83

93

88

97

87

92

80

62

69

65

62

67

52

50

51

78

68

83

80

78

60

62

60

82

75

75

74

100

100

100

100

100

58

51

83

87

93

92

60

71

64

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

67

60

54

61

79

88

23

41

52

44

66

92

100

53

56

47

73

65

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

A high level of both Digitalisation (84%) and
Penetration (93%) characterises Denmark, that is
part of the Fruitful eGov scenario, where best-in-
class countries are included, as they perform at a
Digitalisation and Penetration level above average.
Denmark is one of the countries with better overall
performances in terms of eGovernment maturity.

Penetration

71%

93%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

84%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

DK

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

DK

Digital skills

Quality

Openess

Connectivity

Digital in private sector

37%

48%

59%

56%

58%

95%

94%

77%

82%

77%

characteristics

environmental

Denmark’s relative indicators show a country with
all
(User
characteristics, Government characteristics and
Digital context characteristics) consistently above
the European average.
These data show a country that excels not only in
digital
services,
eGovernment
development as a whole.

also

but

in

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

Denmark is one of the best European countries in terms of eGovernment maturity. By comparing performances of countries with similar
relative indicator scores, Denmark is On-Track in both Penetration and Digitalisation. Its Penetration level is in line with the one of the
European countries with similar relative performances. Also the Digitalisation level is in line with the level of the other European countries
with similar environmental characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationESTONIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

96

96

97

94

98

87

84

78

94

91

96

100

87

84

91

93

50

75

95%

of the services

100%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

95%

of the services

83%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

100

95

96

91

90

99

100

97

96

94

99

85

83

89

83

88

84

87

69

65

70

88

85

89

85

52

50

51

91

91

97

83

68

60

62

60

99

82

88

58

51

75

75

74

83

87

60

71

64

100

100

95

100

97

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

100

54

60

61

75

75

81

41

44

53

47

66

64

65

91

90

92

94

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

A high level of both Digitalisation 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 Digitalisation and
Penetration level above average. Estonia is the
country with the best overall performance in terms
of eGovernment maturity. The Penetration level is
89% and Digitalisation level is 90%, respectively 18
and 19 percentage points higher than the European
average.

Penetration

71%

89%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

90%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

EE

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

EE

Digital skills

Quality

Openess

Connectivity

48%

54%

56%

44%

77%

86%

82%

91%

Digital in private sector

37%
36%

Estonia's relative indicators show a country with
almost all the characteristics (User characteristics,
Government characteristics and Digital context
characteristics) above the European average.
Connectivity and Digital in private sector indicators
are the only one below the European average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Overperforming

Digitalisation 

Overperforming

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 Overperforming in both Penetration and
Digitalisation given 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 Digitalisation of the front- and the back-offices and widespread digital services
(Penetration).

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationGREECE
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

86

82

82

98

71

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

28

49

47

46

41

44

45

56

52

29

30

21

20

66%

of the services

33%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

42%

of the services

8%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

97

95

93

91

92

90

89

85

84

83

82

94

74

83

85

88

87

74

69

65

49

41

37

46

52

50

48

51

60

68

54

60

69

62

60

36

17

38

38

69

82

75

79

74

83

58

51

52

43

60

61

71

64

21

17

32

60

61

54

45

8

0

41

44

33

22

53

47

36

66

63

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

and

a medium-low level

Greece is characterised by a medium level of
of
Penetration
Digitalisation. Therefore, Greece is part of the Non
Consolidated eGov scenario, a scenario where
countries are not fully exploiting ICT opportunities.
The level of Penetration is slightly below European
average, but the most significant gap is associated
to the level of Digitalisation, that is 19 percentage
points below European average.

Penetration

71%

69%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

52%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

EL

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digital skills

48%

40%

EU27

EL

Quality

Openess

Connectivity

77%

63%

82%
80%

56%

50%

Digital in private sector

37%

27%

Greece is characterised by low environmental
characteristics. Digital Skills is under the European
average. In addition, the quality of government’s
action perceived by citizens (Quality) and the
deployment
infrastructure
(Connectivity) are low, as well as the digitalisation
of businesses. On the other hand, the openness of
data and information (Openness) are in line with
the European countries, slightly above the average.

broadband

of

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

Underperforming

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

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationSPAIN
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

14

96

95

90

98

72

64

69

84

85

79

78

94

68

82

74

60

59

93%

of the services

89%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

79%

of the services

76%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

100

95

93

91

98

90

85

83

100

99

95

94

89

83

91

88

95

87

69

65

87

82

79

52

51

50

51

57

65

68

66

60

62

60

74

90

92

82

80

75

61

58

70

51

87

74

81

83

73

60

71

77

64

91

88

86

60

54

54

61

43

41

44

58

53

47

65

75

66

70

77

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Spain has a medium level of Penetration (73%), and
a medium-high level of Digitalisation. Therefore,
Spain is part of the Fruitful eGov scenario, which
includes best-in-class countries that perform above
the European average in both Digitalisation and
Penetration.

Penetration

71%

73%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

79%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

ES

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

ES

Digital skills

Quality

Openess

Connectivity

Digital in private sector

37%
39%

48%

51%

77%

73%

82%

88%

56%

70%

Spain 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. The broadband and its quality
(Connectivity indicator) and Openness, an indicator
which endorses an Open Government perspective,
are the only ones significantly higher than the
European average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

Overperforming

Matching relative and absolute indicators, Spain is On-Track in Penetration and Overperforming in Digitalisation. Spain, compared with
countries having similar environmental characteristics, seems to have reached a satisfying level of digitalisation of the front- and the back-
offices. However, Spain’s online services seem to be not so widespread all over the country, and its overall performances are in line with the
other European countries with similar characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationFINLAND
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

99

98

100

100

100

92

93

92

89

90

93

76

83

71

56

64

49

59

97%

of the services

11%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

94%

of the services

74%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

91

90

100

95

95

97

100

100

100

94

97

100

100

85

83

83

88

87

52

50

44

51

77

69

72

65

62

65

72

68

70

77

60

62

60

97

82

97

94

58

51

75

71

79

74

83

60

71

64

100

100

100

99

94

98

89

88

60

54

61

68

41

44

42

53

52

47

78

82

66

91

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

A high level of both Digitalisation and Penetration
characterises Finland. Therefore, Finland is part of
the Fruitful eGov countries, a scenario that includes
the best-in-class countries, which perform at a
Digitalisation and Penetration level above average.
Finland is one of the countries with the highest
Penetration level: over 92% of individuals use online
services to submit forms to Public Administration.
Also its Digitalisation level
is above the European
average, and one of the highest in Europe.

Penetration

71%

92%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

85%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

FI

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digital skills

48%

EU27

FI

Quality

Openess

Connectivity

Digital in private sector

37%

71%

77%

97%

82%

93%

56%

61%

59%

Finland is one of the countries with the highest
level of environmental indicators. The users have
high digital skills. The quality of government’s
The
action perceived by
digitalisation 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.

is high.

citizens

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

Finland is one of the best European countries in terms of eGovernment maturity. By comparing performances of countries with similar
relative indicator scores, Finland is On-track in both Penetration and Digitalisation. Both performance indicators are in line with the level of
the other European countries with similar environmental characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationFRANCE
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

94

93

97

95

91

89

65

55

61

79

75

72

47

46

44

51

53

14

90%

of the services

44%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

53%

of the services

38%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

97

95

97

91

90

100

100

85

83

83

97

94

74

83

100

88

87

96

61

69

81

65

52

52

50

53

51

68

75

68

68

60

59

62

66

60

85

82

88

75

66

58

71

51

88

74

98

83

44

60

66

71

67

64

53

60

41

54

59

61

62

12

41

44

29

2

53

47

79

66

73

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

France shows a medium-high level of Penetration
and a medium level of Digitalisation. Therefore,
Germany is included in the Unexploited eGov
scenario, a scenario that includes countries that
might still be in an ongoing digitalisation process,
but with a high number of
citizens using
eGovernment services.

Penetration

71%

87%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

70%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

FR

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

FR

Digital skills

Quality

Openess

Connectivity

48%
50%

77%

83%

82%

90%

56%

64%

Digital in private sector

37%

32%

France’s relative indicators show a country with
(User
almost all environmental characteristics
characteristics, Government characteristics and
Digital context characteristics) in line or above the
European average. Digital in private sector is the
only indicator below the European average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Overperforming

Digitalisation 

On-Track

By comparing performances of countries with similar relative indicator scores, France is Overperforming in Penetration and On-Track in
Digitalisation. Its Penetration level is higher than the one of the European countries with similar relative performances. The Digitalisation level,
instead, is in line with the level of the other European countries with similar environmental characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationCROATIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

88

89

89

83

51

46

50

58

57

59

61

38

46

48

72

67

25

20

80%

of the services

56%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

70%

of the services

42%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

96

95

88

91

85

90

94

85

88

83

94

94

89

83

80

88

87

78

75

69

47

65

38

36

52

50

51

21

59

68

65

60

67

62

55

60

73

82

75

60

58

51

27

33

67

74

93

83

46

21

60

62

71

52

64

41

60

47

54

33

41

30

44

65

61

65

66

53

40

47

75

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Croatia is characterised by a low level of both
Penetration and Digitalisation, respectively 16 and
10 percentage points below the European average.
Croatia is included in the Non Consolidated eGov
scenario, a scenario where countries are not fully
exploiting ICT opportunities..

Penetration

71%

55%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

61%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

HR

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

HR

Digital skills

Quality

Openess

Connectivity

48%

52%

77%

61%

82%

74%

56%

48%

Digital in private sector

37%
37%

Croatia’s relative indicators show a country with
almost all environmental characteristics
(User
characteristics, Government characteristics and
Digital context characteristics) mostly in line with
the European average. The only indicator where
Croatia scored a low performance is Quality that
measure the quality of governments’ action
perceived by citizens.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

Croatia can be considered an On-Track country, since its performance in Penetration and Digitalisation compared with countries with similar
relative indicators scores are On-Track. Despite a low absolute performance in both Digitalisation and Penetration, those performances are
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 digitalisation and eGovernment services are widespread given the environmental characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationHUNGARY
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

50

60

64

25

92

95

84

86

84

83

60

93

100

39

38

29

48

52

90%

of the services

56%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

80%

of the services

28%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

95

95

88

91

93

90

21

98

37

85

79

83

85

83

95

94

97

95

88

87

Transparency

57

48

69

65

52

50

46

51

64

68

57

60

57

62

62

60

Key Enablers

Cross-border Services

98

100

82

75

88

58

51

60

75

72

74

74

71

71

94

83

0

83

64

50

60

53

54

80

61

8

23

41

44

53

53

66

65

38

47

48

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

and

a medium-low level

Hungary is characterised by a medium-high level of
Penetration
of
Digitalisation. Therefore, Hungary is part of the
Unexploited eGov scenario, a scenario that includes
still be in an ongoing
countries
digitalisation process, but with a high number of
citizens using eGovernment services.

that might

Penetration

71%

81%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

66%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

HU

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digital skills

48%

38%

EU27

HU

Quality

Openess

Connectivity

77%

63%

82%

58%

56%
58%

Digital in private sector

37%

22%

Hungary is characterised by low Government
characteristics. The digitalisation of businesses and
their exploitation of online sales channels (Digital
in Private sector) and
openness of data and
information (Openness) are significantly below the
European average. On the other hand Digital Skills
of the population is in line with the European
above
average
European Average.

and Connectivity

slightly

is

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Overperforming

Digitalisation 

On-Track

Matching relative and absolute indicators, Hungary is Overperforming in Penetration and On-Track in Digitalisation. Its Penetration level is
higher than the one of the European countries with similar relative performances. Despite a medium absolute performance in Digitalisation,
this percentage is similar to the one of other countries with comparable environmental characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationIRELAND
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

91

90

89

99

100

71

56

58

50

66

59

37

39

71

79

96

6

54

87%

of the services

44%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

43%

of the services

70%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

100

95

94

91

94

90

82

85

83

66

100

94

93

83

89

88

87

100

91

53

52

69

65

67

63

50

51

40

68

80

81

78

60

62

60

89

3

3

65

82

54

75

45

58

51

44

60

74

73

83

78

71

85

64

81

60

55

54

65

61

68

41

44

44

66

88

94

53

58

47

81

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

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

Penetration

71%

92%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

71%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

IE

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

IE

Digital skills

Quality

Openess

Connectivity

48%

63%

56%

62%

77%

87%

82%

95%

Digital in private sector

37%

43%

Ireland relative indicators show a country with
almost all the environmental characteristics (User
characteristics, Government characteristics and
Digital context characteristics) above the European
average. There are two indicators significantly
above the average: Digital Skills of the population
and Openness, that measures the openness of data
and information.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Overperforming

Digitalisation 

On-Track

By comparing performances of countries with similar relative indicator scores, Ireland is Overperforming in Penetration and On-Track in
Digitalisation. The value of Digitalisation is similar to the one of other countries with comparable environmental characteristics, and, on the
other hand, the Penetration level is high, if compared with similar countries.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationICELAND
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

95

95

98

97

92

93

96

100

100

100

80

80

85

87

19

65

63

54

91%

of the services

100%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

97%

of the services

71%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

89

95

100

91

96

90

100

85

86

83

83

100

94

93

96

99

88

87

88

99

86

84

97

95

88

93

99

52

50

51

69

65

68

60

62

60

93

92

97

91

95

94

95

58

51

75

74

83

82

60

71

64

96

82

41

71

54

60

62

61

50

41

48

44

90

66

81

85

53

47

60

65

25

50
Country score

75

100
EU27+ average 

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

ITALY
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

6

18

87

91

91

100

49

36

36

62

58

63

48

42

52

52

76

78

84%

of the services

11%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

71%

of the services

38%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

97

95

98

91

94

90

100

35

85

83

93

94

94

71

83

89

88

80

87

48

42

52

50

45

51

64

69

65

63

68

48

60

54

62

44

60

Key Enablers

65

82

74

75

42

58

25

51

70

74

93

83

53

60

52

64

83

71

25

Cross-border Services

59

60

54

61

53

30

30

17

41

44

62

66

54

53

47

45

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Italy is characterised by a low level of Penetration
and a medium-low level of Digitalisation. 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 levels in Europe (40%). On
the other hand,
is 10
percentage points below the European average.

the Digitalisation level

Penetration

40%

71%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

61%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

IT

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digital skills

48%

37%

EU27

IT

Quality

Openess

Connectivity

77%

63%

82%

87%

56%

61%

Digital in private sector

37%

41%

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 Digitalisation of
businesses (Digital in the private sector) and the
deployment of
the broadband and its quality
(Connectivity) are in line with European average.
All
the other characteristics (Digital skills and
Quality) are low.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Underperforming

Digitalisation 

On-Track

Matching relative and absolute indicators, Italy seems to have a different position regarding the Penetration and the Digitalisation level.
Digitalisation is in line with the performance of other European countries with similar environment. Instead, regarding the Penetration level,
Italy seems to be Underperforming compared to other countries with a similar relative indicators, 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.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationLITHUANIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

93

92

91

98

94

94

94

92

89

100

75

74

58

71

77

63

68

69

85%

of the services

100%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

91%

of the services

60%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

100

95

93

91

93

90

97

95

95

94

95

85

83

83

84

88

88

87

52

50

51

69

72

65

87

81

87

62

77

68

69

60

70

62

74

60

82

75

100

95

91

58

51

74

83

60

68

71

64

100

100

95

97

97

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

69

60

74

54

97

61

62

33

41

44

90

66

79

78

53

47

60

65

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Lithuania is characterised by a medium-high level of
Digitalisation and a medium level of Penetration.
Therefore, Lithuania 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.

Penetration

71%

70%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

83%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

LT

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

LT

Digital skills

Quality

Openess

Connectivity

48%

42%

56%

49%

77%
77%

82%

85%

Digital in private sector

37%
37%

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
deployment of
the broadband and its quality
(Connectivity) as well as the Digital Skills of the
population.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

Overperforming

Lithuania is On-Track in Penetration and Overperforming in Digitalisation. Lithuania is a country with almost all environmental characteristics
in line with the European average. 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 Digitalisation of the front- and the back-offices.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationLUXEMBOURG
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

95

94

95

95

88

96

100

90

94

100

100

69

67

66

69

76

72

72

92%

of the services

100%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

70%

of the services

89%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

97

95

97

91

90

100

79

85

83

100

100

94

88

83

94

88

96

87

69

65

88

96

91

52

50

51

68

60

62

60

88

87

86

87

87

84

31

58

51

92

82

97

75

71

100

74

84

83

60

68

67

71

72

64

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

100

100

100

93

100

60

54

81

41

44

61

68

66

53

47

87

81

65

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Luxembourg is characterised by a medium-high level
of Penetration and a very high level of Digitalisation.
Therefore, Luxembourg is part of the is part of the
Fruitful eGov scenario, a scenario that includes the
best-in-class
a
Digitalisation and Penetration level above average.
One of the highest European level of Digitalisation
of
(87%) and a
Penetration level higher than the European average
characterise Luxembourg.

the back- and front-offices

countries, which

perform at

Penetration

71%

79%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

87%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

LU

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

LU

Digital skills

Quality

Openess

Connectivity

48%

58%

56%

59%

77%

93%

82%
81%

Digital in private sector

37%

35%

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, with Quality and Connectivity
European
indicators
the
in private
average. The only exception is Digital
sector, which is slightly below the European
average.

significantly

above

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

Overperforming

Matching relative and absolute indicators, Luxembourg is On-Track in Penetration and Overperforming in Digitalisation. Luxembourg,
compared with countries having similar environmental characteristics, seems to have reached a satisfying level of digitalisation of the front-
and the back-offices. However, Luxembourg’s online services seem to be not so widespread all over the country, and its overall performances
are in line with the other European countries with similar characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationLATVIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

93

93

95

92

72

84

86

87

86

86

77

81

68

63

100

47

40

55

91%

of the services

100%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

86%

of the services

67%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

100

95

100

91

91

90

100

85

79

83

99

94

94

89

83

88

85

87

80

69

65

60

52

87

87

50

51

65

71

68

72

60

66

62

64

60

100

100

100

82

75

88

87

74

85

83

58

51

51

60

96

71

78

64

90

88

54

60

60

61

41

41

44

53

39

47

75

70

66

75

76

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Latvia is characterised by a high level of Penetration
(84%) and medium-high level Digitalisation (84%).
Latvia is in the cluster of Fruitful eGov scenario, a
scenario that includes the best-in-class countries,
which perform at a Digitalisation and Penetration
level above average.

Penetration

71%

84%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

84%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

LV

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

LV

Digital skills

Quality

Openess

Connectivity

48%

44%

56%

50%

77%
76%

82%

75%

Digital in private sector

37%

26%

Latvia’s relative indicators show a country with
almost all the 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 digitalisation of businesses and their
exploitation of online sales channels, as well as a
level of user’s Digital Skills that is slightly below the
European average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Overperforming

Digitalisation 

Overperforming

Latvia is a country with almost all the environmental characteristics in line with the European average. Latvia Overperforming in both
Penetration and Digitalisation. Looking at the results of the analysis, Latvia is the only country that is Overperforming in all analysis of
combination of relative and absolute indicators, hence the government seems to have implemented good policies and strategies that enabled
the country to have high Digitalisation of the front- and the back-offices.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationMONTENEGRO
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

69

63

79

83

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

31

11

46

36

43

26

24

22

28

26

32

37

0

6

58%

of the services

56%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

16%

of the services

14%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

75

73

64

60

95

91

90

85

82

83

76

94

56

61

83

88

87

72

Transparency

40

69

65

16

44

43

52

50

51

28

35

26

15

32

68

60

62

60

Key Enablers

43

38

58

51

11

25

32

82

75

72

74

83

6

0

8

60

71

64

Cross-border Services

6

30

22

16

8

8

54

60

61

41

46

41

44

66

53

47

56

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

NORTH MACEDONIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

0

2

26

22

30

25

29

30

17

19

19

17

66

64

65

85

60

73

45%

of the services

0%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

3%

of the services

5%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

User Centricity

82

95

67

27

91

90

0

Transparency

42

69

65

52

50

51

54

11

13

94

68

39

37

9

60

62

60

59

58

54

65

66

63

85

83

84

83

88

87

0

0

0

Key Enablers

45

82

75

58

33

51

74

61

83

51

60

33

33

71

64

Cross-border Services

6

0

2

8

54

60

61

20

41

44

60

66

17

53

33

47

23

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

MALTA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

41

99

99

98

100

98

100

100

94

94

92

97

100

99

100

87

91

89

99%

of the services

100%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

91%

of the services

96%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

91

90

100

95

100

100

100

100

100

94

96

85

83

83

100

99

88

87

97

96

99

100

94

100

97

100

100

52

50

51

69

65

68

60

62

60

58

51

82

79

75

74

83

83

84

60

71

64

100

100

100

100

100

100

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

60

54

75

61

84

88

88

88

41

44

53

47

66

65

95

100

98

100

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Malta is characterised by a medium-high level of
Penetration and a very high level of Digitalisation.
Therefore, Malta is part of the is part of the Fruitful
eGov scenario, a scenario that includes the best-in-
class countries, which perform at a Digitalisation and
Penetration level above average. The highest
European level of Digitalisation of the back- and
front-offices (95%) and a Penetration level in line
with the European average characterise Malta.

Penetration

71%

72%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

95%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27 MT

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

MT

Digital skills

Quality

Openess

Connectivity

Digital in private sector

48%

57%

77%

75%

82%

68%

56%

53%

37%

48%

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 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. On the opposite,
Malta
in the
digitalisation of businesses and their exploitation
of online sales channels, and in digital skills of the
population.

European average

above

is

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

Overperforming

Matching relative and absolute indicators, Malta is On-Track in Penetration and Overperforming in Digitalisation. Malta, compared with
countries having similar environmental characteristics, seems to have reached a satisfying level of digitalisation of the front- and the back-
offices. However, Malta’s online services seem to be not so widespread all over the country, and its overall performances are in line with the
other European countries with similar characteristics.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationNETHERLANDS
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

95

94

95

98

100

94

100

100

66

68

81

78

85

85

79

77

51

72

94%

of the services

22%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

88%

of the services

54%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

72

100

95

96

91

90

100

85

83

83

100

96

94

100

97

98

88

87

88

84

82

90

81

85

89

52

50

51

69

65

66

69

68

60

62

60

58

33

51

91

92

90

91

93

82

75

74

83

85

60

71

64

94

98

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

74

60

60

54

81

61

71

77

82

41

44

53

47

66

69

65

100

94

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

A high level of Penetration (92%) and high level of
Digitalisation (85%) 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 Digitalisation and
Penetration level above average. The Netherlands is
one
overall
countries with
performances in terms the widespread of online
services (Penetration).

better

the

of

Penetration

71%

92%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

85%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

NL

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

NL

Digital skills

Quality

Openess

Connectivity

48%

63%

77%

82%

93%

95%

56%

70%

Digital in private sector

37%

52%

relative indicators

The Netherlands’s
show a
country with all environmental characteristics
(User characteristics, Government characteristics
and Digital context characteristics) above the
European average. These data show a country that
excels not only in eGovernment services but also in
digital development as a whole.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

The Netherlands is one of the best European countries in terms of eGovernment maturity. The Netherlands can be considered an On-Track
country, as its performance in Penetration and Digitalisation compared with countries with similar relative indicators scores are average. It
means that the country reaches the expected level of back- and front-office digitalisation and eGovernment services are widespread.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationNORWAY
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

95

95

95

99

91

92

98

100

63

53

58

78

75

67

77

82

33

33

95%

of the services

100%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

93%

of the services

60%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

99

95

91

91

91

90

97

37

85

87

83

83

100

94

92

100

100

88

87

84

69

70

65

72

52

50

50

51

66

68

63

60

58

62

69

60

96

100

82

75

64

58

51

72

74

60

71

64

83

87

100

100

100

100

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

72

60

55

54

70

61

37

41

41

44

76

66

100

53

61

47

94

65

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

POLAND
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

85

82

94

87

42

41

50

36

61

73

76

74

39

38

32

33

22

23

79%

of the services

44%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

85%

of the services

27%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

97

95

89

91

95

90

70

69

85

83

91

94

96

79

83

88

87

76

37

28

22

67

69

65

68

52

50

47

51

52

33

53

60

62

60

42

85

82

71

75

22

0

58

51

75

74

64

83

60

65

71

71

64

0

0

98

13

49

60

57

54

39

61

41

44

41

66

53

30

47

57

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Poland is characterised by low level of Penetration
and a low level of Digitalisation. Therefore, Poland is
part of the Non consolidated eGov scenario, where
countries are not fully exploiting ICT opportunities.
In both Penetration and Digitalisation Poland’s
performances are lower than the European average,
by 16 percentage points in both dimensions.

Penetration

71%

55%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

55%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

PL

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digital skills

48%

37%

EU27

PL

Quality

Openess

77%

67%

82%
81%

Connectivity

56%

47%

Digital in private sector

37%

23%

Poland’s relative indicators show a country with
most characteristics below the European average.
Digital Skills are 11 percentage points below the
European average. Government characteristics
(Quality and Openness indicators) are in line with
the European average. Concerning Digital context
characteristics, the digitalisation of businesses and
their exploitation of
the online sales channel
(Digital in the private sector) is significantly below
the average, as well as
the deployment of
broadband infrastructure.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

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

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationPORTUGAL
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

95

97

95

88

87

86

89

97

82

75

76

82

70

54

21

61

63

53

95%

of the services

67%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

89%

of the services

43%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

99

95

100

91

93

90

85

85

84

83

83

88

87

99

94

100

100

98

49

52

45

50

51

80

69

76

65

93

78

80

67

68

60

62

64

60

82

100

100

75

71

58

67

51

80

74

94

83

87

97

87

60

71

64

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

47

60

62

61

54

51

20

41

50

44

92

53

47

66

75

74

79

65

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

a medium-low level
is part of

Portugal is characterised by a medium-high level of
of
Digitalisation
and
Penetration. Therefore, Portugal
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.

Penetration

71%

59%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

78%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

PT

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

PT

Digital skills

Quality

Openess

Connectivity

48%

46%

56%

52%

77%
76%

82%

78%

Digital in private sector

37%
38%

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.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Underperforming

Digitalisation 

Overperforming

Matching relative and absolute indicators, Portugal is Overperforming in Digitalisation, with a performance higher than expected. For this
reason, 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 that are mostly in line
with European average. Instead, regarding the Penetration level, Portugal seems to be Underperforming compared to other countries with a
similar relative indicators, showing that online services are not fully widespread all over the country

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationROMANIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

66

73

75

92

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

41

55

47

21

24

23

19

22

21

30

30

0

52

46

50%

of the services

44%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

12%

of the services

13%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

55

79

75

95

91

90

81

80

85

83

74

94

69

69

75

83

88

87

49

46

69

65

22

52

44

50

45

51

43

68

57

60

62

60

28

35

34

20

46

58

42

51

82

75

74

83

60

71

64

4

5

33

17

13

31

34

29

14

12

12

54

60

61

41

41

41

44

66

53

47

54

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

that

Romania has both the lowest Penetration (17%)
level,
is 54 percentage points below the
European average, and the lowest Digitalisation
level (43%), which is 18 percentage points below
European average. Therefore, Romania is part of the
Non Consolidated eGov scenario, a scenario where
countries are not fully exploiting ICT opportunities.

Penetration

71%

17%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

43%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

RO

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digital skills

48%

31%

EU27

RO

Quality

Openess

Connectivity

77%

54%

82%

70%

56%
55%

Digital in private sector

15%

37%

Romania seems to have an environment that could
slow down eGovernment actions' effectiveness:
looking at relative indicators, the broadband and
is almost in line with
its quality (connectivity)
European average, while all other characteristics
(Digital skills, Quality, Openness and Digital
in
private sector) are still significantly lower than the
it seems that
European average.
Romania’s users could strengthen both digital skills
and increase regular use of internet.

In particular,

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

Underperforming

Digitalisation 

Underperforming

By comparing performances of countries with similar relative indicator scores, Romania scores underperforming in both Penetration and
Digitalisation. The Penetration level is the worst in Europe and it is lower than the one of any other European countries with similar relative
performances: Romania needs to be implementing good polices in order to increase eGovernment usage. Digitalisation level is still relatively
low, also compared with similar country. Romania’s eGovernment maturity process seems to be benefiting from a digitalisation of the back-
and the front- office.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationREPUBLIC OF SERBIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

77

74

79

94

45

25

56

53

54

60

35

79

67

18

23

7

13

30

68%

of the services

0%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

56%

of the services

18%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

52

94

95

91

90

78

73

85

74

83

76

83

93

94

85

88

87

69

Transparency

41

69

63

65

47

52

50

51

19

34

39

19

74

68

60

64

62

60

Key Enablers

Cross-border Services

83

82

62

75

55

58

51

72

74

95

83

63

60

57

71

64

21

30

24

54

60

61

1

8

0

21

11

41

44

48

53

47

66

65

0

0

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

SWEDEN
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

94

94

91

100

50

64

63

62

63

71

69

71

76

85

83

78

9

57

87%

of the services

78%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

85%

of the services

64%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

93

95

100

99

91

90

82

85

91

83

100

94

87

83

92

88

100

87

79

69

74

65

38

33

34

52

50

51

94

87

68

69

60

64

62

60

62

58

53

51

81

82

83

75

94

95

74

83

55

60

69

71

64

48

60

62

54

68

61

63

66

65

26

41

44

53

53

47

92

92

79

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

countries, which

A medium-high level of Digitalisation and a high
level of Penetration characterise Sweden. Sweden is
part of the Fruitful eGov scenario, that includes the
best-in-class
a
Digitalisation 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
(88%) and one of the highest Digitalisation level of
back- and front-office (75%).

perform at

Penetration

71%

93%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

74%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

SE

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

SE

Digital skills

Quality

Openess

Connectivity

Digital in private sector

37%

77%

93%

82%

90%

48%

62%

56%

60%

56%

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) and in Connectivity. The data show a
country that excels not only in eGovernment
services, but also in digital development as a
whole.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

Sweden can be considered an On-track country, since its performances in Penetration and Digitalisation compared with country with similar
relative indicators scores are average. This means that the country reaches the expected level of back- and front-office digitalisation and
eGovernment services are widespread.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationSLOVENIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

21

19

90

88

90

94

62

62

72

53

82

65

65

68

67

44

50

56

79%

of the services

89%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

71%

of the services

37%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

95

95

100

91

91

90

91

85

86

83

90

94

74

83

91

88

89

87

86

82

69

65

56

52

50

51

37

33

75

68

62

60

61

62

68

60

69

82

71

75

44

58

29

51

67

74

91

83

53

60

71

81

79

64

60

60

54

57

61

63

27

23

41

44

42

53

32

47

72

66

72

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

Penetration

71%

77%

Slovenia is characterised by a medium-high level of
Penetration and average level of Digitalisation.
Therefore, Slovenia is part of the Unexploited eGov
scenario, a scenario where countries are not fully
exploiting ICT opportunities.

Digitalisation

71%

67%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

SI

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

SI

Digital skills

Quality

Openess

Connectivity

48%

44%

77%
76%

82%

85%

56%

60%

Digital in private sector

37%

40%

infrastructural characteristics

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

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

Slovenia can be considered an On-track country, since its performances in Penetration and Digitalisation compared with country with similar
relative indicators scores are average. This means that the country reaches the expected level of back- and front-office digitalisation and
eGovernment services are widespread.

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationSLOVAKIA
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

7

16

85

85

83

89

89

44

41

33

58

68

67

72

45

42

50

59

63%

of the services

11%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

74%

of the services

33%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

94

95

100

91

96

90

96

85

76

83

89

94

77

83

88

87

77

63

27

25

37

69

56

65

52

50

48

51

53

68

48

47

60

62

56

60

62

58

51

58

75

75

74

82

93

95

89

83

47

60

41

71

50

64

42

65

60

54

57

61

27

41

32

44

44

33

22

53

47

66

60

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment benchlearning analysis
eGovernment performance of life events (domains)

Performance

and

Slovakia is characterised by a medium-low level of
Penetration
of
Digitalisation. Therefore, Slovakia is part of the Non
consolidated eGov scenario, where countries are
not fully exploiting ICT opportunities.

a medium-low level

Penetration

71%

62%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Digitalisation

71%

60%

0%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

SK

Relative Indicators and Environment

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU27

SK

Digital skills

Quality

Openess

Connectivity

48%

44%

77%

68%

82%

62%

56%

50%

Digital in private sector

37%

28%

Slovakia 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. By looking in detail at the
numbers, Openness is the indicator which is more
significantly below the European average (by 20
percentage points). All others are slightly below
average.

Digital skills

Digital in
private sector

Quality

Connectivity

Openess

Considerations

Penetration 

On-Track

Digitalisation 

On-Track

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

Non-consolidated eGovExpandable eGovFruitful eGovUnexploited eGovμ-δMediumHighLowμ+ δμ+ δμ-δLowMediumHigh10%20%30%40%50%60%70%80%90%100%40%50%60%70%80%90%100%PenetrationDigitalisationTÜRKIYE
EGOVERNMENT STATE OF PLAY 2022

eGovernment performance across policy priorities

How are services delivered?

EU27+ 
average 
[%, 2020 2021]

USER
CENTRICITY

TRANSPARENCY

Overall scores

Online Availability

Mobile Friendliness

User Support

Overall scores

Service Delivery

Personal Data

Service Design

Overall scores

eID

KEY ENABLERS

eDocuments

Authentic Sources

Digital Post

Overall scores

Online Availability

User Support

eID

eDocuments

CROSS-BORDER
SERVICES

88.3

86.7

92.0

91.2

59.5

50.6

69.4

58.6

68.7

62.8

74.7

64.2

76.3

54.5

59.1

66.3

23.8

45.6

1

25

93

90

95

100

56

62

62

67

79

77

73

73

54

58

100

85

83%

of the services

56%

are online

EU27+: 81%

EU27+: 58%

of the government 
portals

show whether 
personal data was 
consulted

87%

of the services

36%

of the services

accept eID login

are online for 
cross-border 
users

EU27+: 67%

EU27+: 46%

The Key Dimension 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%).
User Support: 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 Key Dimension Transparency indicates to what extent 
governments are transparent regarding: 
Transparency of Service Delivery: indicates to what 
extent governments are transparent as regards the process 
of service delivery.
Transparency of Service Design: indicates to what extent 
governments are transparent as regards the process of 
service design.
Transparency or Personal Data: indicates to what extent 
governments are transparent as regards personal data 
involved.

The Key Dimension Key Enablers indicates 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.

The Key Dimension for Cross-border Services indicates to 
what extent EU citizens can use online services in another 
country. 
Online Availability: indicates if a service is online. Ranging 
from offline (0%), only information online (50%), fully 
online (100%).
User Support: 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. 

eGovernment performance of life events (domains)

User Centricity

Transparency

Key Enablers

Cross-border Services

Regular Business 
Operations (2021)

Moving
(2021)

Transport
(2021)

Justice
(2021)

Health
(2021)

Business Start-Up 
(2020)

Family
(2020)

Career 
(2020)

Studying
(2020)

98

95

100

91

93

90

85

83

100

100

96

94

71

83

93

88

86

87

84

90

69

65

75

70

76

68

52

50

51

35

43

45

38

60

62

60

96

100

100

100

82

75

84

58

51

74

66

60

71

50

64

83

83

31

38

46

41

44

28

33

88

60

54

67

61

75

66

53

47

47

60

65

0

25

50

75

100

0

25

50

75

100

0

25

50

75

100 0

Life event descriptions

Each life event is measured once every two years

25

50
Country score

75

100
EU27+ average 

Regular Business Operations (2021)

Transport (2021)

Family (2020)

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 life event for services for citizens wanting to buy or sell a car, declare road taxes, 
obtain parking permits and find public transport services. 

Moving (2021) 

Starting a Small Claims Procedure (2021) 

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.

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.

Health (2021)

Career (2020) 

The Health life event consists of seven services related to getting information 
about how and where to get healthcare. Moreover, it looks at whether citizens can 
reschedule an appointment online, whether they can apply for e-consults, e-
prescriptions and whether they can access their electronic health records online. 

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. 

Ten family services are assessed for this life event, including services that are 
typical for young families, such as: marriage (or other partnerships), birth and 
related (financial) rights, and a divorce. Also evaluated is how to obtain a passport, 
a birth certificate and which requirements are necessary for a funeral. 

Studying (2020)

In this life event, comprising of 11 services, it is evaluated to what extent 
enrolment in higher education can be done online. Think for instance about 
admission requirements and services that are needed during the study, such as 
career advice and portability of student grant when studying abroad 

Business Start-up  (2020)

This life event covers 16 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.

eGovernment Benchmark 2022

European Commission

eGovernment Benchmark 2022
Synchronising Digital Governments

eGovernment Benchmark 2022 Country Factsheets
Luxembourg, Publications Office of the European Union

2022 – 102 pages

ISBN: 978-92-76-49794-3
doi: 10.2759/721646

© European Union, 2022. All rights reserved. Certain parts are licensed under conditions to the EU.
Reproduction is authorised provided the source is acknowledged.

K
K
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0
8
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2
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0
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ISBN: 978-92-76-49794-3
doi: 10.2759/721646