eGovernment benchmark 2024 : advancing pillars in digital public service delivery : background report.
Date: 2024-07-01
Institutions: Directorate-General for Communications Networks, Content and Technology
Subjects: Albania, EU Member State, Iceland, Moldova, Montenegro, North Macedonia, Norway, Serbia, Switzerland, Türkiye, Ukraine, administrative transparency, benchmarking, cross-frontier data flow, digital literacy, digital single market, digital technology, electronic document, electronic government, information security, information technology user, provision of services, public service, report

eGovernment Benchmark 2024 

Background Report 

Advancing public digital service delivery 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024  

Background Report 

Advancing public digital service delivery 

EUROPEAN COMMISSION 

Directorate-General for Communica2ons Networks, Content and Technology 

Directorate B — Digital Decade and Connec2vity 
Unit B.2 — Digital Decade Coordina2on 

Contact: Paola Annoni and Carlos Rocabado (Project Oﬃcers for the eGovernment Benchmark Data Collec2on) 

E-mail: CNECT-DIGITAL-DECADE@ec.europa.eu  

EUROPEAN COMMISSION 
B-1049 BRUSSEL

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Manuscript completed in June 2024 

1st edition 

PROJECT TEAM 

Capgemini: Niels van der Linden, Jochem Dogger, Stan Vugs, Arman Behrooz & Maarten de Graaf 
Sogeti: Sandrine Cipponeri & Erlend Firth 
IDC: Massimiliano Claps & Alba Balla 
Politecnico di Milano: Giuliano Noci, Michele Benedetti & Giulia Marchio 
Contact: Niels van der Linden (Project Manager eGovernment Benchmark) 

E-mail: niels.vander.linden@capgemini.com 

LEGAL NOTICE 

This document has been prepared for the European Commission however it reflects the views only of the authors, and the European 
Commission is not liable for any consequence stemming from the reuse of this publication. More information on the European Union is available 
on the Internet (http://www.europa.eu). 

PDF  

ISBN 978-92-68-16158-6 

ISSN 2811-8383 

doi: 10.2759/726556  KK-BH-24-002-EN-N 

Luxembourg: Publications Office of the European Union, 2024 

© European Union, 2024 

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respective rightholders. 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Table of content 

1 Introducing the eGovernment Benchmark ............................................................................................................ 6 
1.1. A Deep-Dive into eGovernment Technologies and Policy Domains .............................................................. 6 
1.2. Analysing Digital Government Through the Eyes of CiAzens and Entrepreneurs .......................................... 7 

2 Synthesis of Key Dimensions and Most Important Scores ............................................................................ 11 
2.1. Overall digital performance ......................................................................................................................... 11 
2.2. User Centricity ............................................................................................................................................. 14 
2.3. Transparency ............................................................................................................................................... 25 
2.4. Key Enablers ................................................................................................................................................ 30 
2.5. Cross-Border Services .................................................................................................................................. 34 
2.6. Conclusions considering the Digital Decade Targets and the DESI (Digital Economy and Society Index) 
indicators ............................................................................................................................................................ 38 

3 Regular Business Operations ................................................................................................................................... 43 
3.1. User Centricity ............................................................................................................................................. 44 
3.2. Transparency ............................................................................................................................................... 45 
3.3. Key Enablers ................................................................................................................................................ 47 
3.4. Cross-border Services .................................................................................................................................. 49 

4 Health ............................................................................................................................................................................... 54 
4.1. User Centricity ............................................................................................................................................. 55 
4.2. Transparency ............................................................................................................................................... 56 
4.3. Key enablers ................................................................................................................................................ 58 
4.4. Cross-border services .................................................................................................................................. 60 

5 Starting a Small Claims Procedure ....................................................................................................................... 64 
5.1. User centricity ............................................................................................................................................. 65 
5.2. Transparency ............................................................................................................................................... 66 
5.3. Key enablers ................................................................................................................................................ 68 
5.4. Cross-border Services .................................................................................................................................. 70 

6 Moving .............................................................................................................................................................................. 74 
6.1. User Centricity ............................................................................................................................................. 75 
6.2. Transparency ............................................................................................................................................... 76 
6.3. Key enablers ................................................................................................................................................ 78 
6.4. Cross-border Services .................................................................................................................................. 80 

7 Transport ........................................................................................................................................................................ 84 
7.1. User Centricity ............................................................................................................................................. 85 
7.2. Transparency ............................................................................................................................................... 86 
7.3. Key Enablers ................................................................................................................................................ 87 
7.4. Cross-border Services .................................................................................................................................. 89 

Annex. Good Practices .................................................................................................................................................... 94 

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eGovernment Benchmark 2024 Background Report 

1. Introducing the eGovernment 
Benchmark 

“The eGovernment Benchmark is key to tracking 
continued improvements in online public services.” 

European Commission, Directorate-General for Communications Networks, Content and Technology 

5  

 
 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

1 Introducing the eGovernment Benchmark  

1.1. A Deep-Dive into eGovernment Technologies and Policy Domains 

In the pursuit of delivering eﬃcient and adaptable public services that align with evolving public needs, 
governments worldwide have embraced the journey toward digitalization. This profound transformation of the 
public sector has risen to the forefront of the EU Commission’s political agenda, exempliﬁed by the ambitious 
objectives outlined in the Digital Decade Policy programme.  

As we draw closer to the Digital Decade's milestones in 2030, the signiﬁcance of the eGovernment Benchmark as 
a vital tool for monitoring the digital evolution of the public sector becomes ever more pronounced. The 
eGovernment Benchmark background report discerns recent technological advancements and delineates areas for 
enhancement through its comprehensive comparative analysis spanning numerous countries within the EU and 
beyond. Throughout the report, readers will ﬁnd how countries rank, as well as concrete examples, best practices, 
and success stories from top performers. Overall, this report aims to help professionals in various disciplines of 
eGovernment gain a clearer understanding of the current state of play in eGovernment by outlining:  

The extent to and way in which diﬀerent technologies are being implemented in government services: 

Chapter 2 presents ﬁndings for speciﬁc technologies, such as for mobile technologies, personal data 
solutions, electronic identiﬁcation, and so on. These ﬁndings are particularly relevant for policymakers 
responsible for digital aﬀairs across various government branches, innovation scholars, soﬅware 
developers, business analysts and solution integrators who analyse, build, and implement digital 
government applications and services. 

To what extent and how speciﬁc government domains evolve:  

Chapters 3-7 dive into this year’s life events of Regular Business Operations, Health, Starting a Small 
Claims Procedure, Moving, Regular Business Operations, & Transport. Findings are particularly relevant 
for domain experts and policy makers in the ﬁeld of healthcare, internal aﬀairs, justice, (public) 
transportation, and economic aﬀairs. 

A collection of good practices from all participating countries is listed in the Appendix.  

While the Insight Report primarily highlights overarching European trends, our Background Report delves deep 
into national perspectives, oﬀering notable best practices from various countries. Each example is accompanied 
by a comprehensive overview, insights into their realized beneﬁts, key success factors, and additional resources 
for further information. 

6  

 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

1.2. Analysing Digital Government Through the Eyes of Citizens and 

Entrepreneurs 

As both a source of inspiration for digital strategy, as well as 
a practical companion for government digitalization, the 
eGovernment Benchmark has been used extensively by 
professionals and public authorities. Central to its credibility 
is its robust methodology that ensures reliable ﬁndings. This 
includes both the framework in which it evaluates how 
governments deliver public services through digital channels, 
as well as the sample of countries it uses to reﬂect a wide 
spectrum of eGovernment contexts. 

35 countries participated in the data collection of 2022 and 
37 countries participated in 2023. Throughout this report, 
the countries will be referred to as ‘Europe’ or the ‘EU27+’. 
The 27 member states of the EU will be referred to as the 
‘European Union’ or the ‘EU27’. The participating countries 
are: 

Figure 1.1: Map of participating countries 

• 

• 

• 

The 27 European Union Member States. 

The European Free Trade Association countries: Iceland, Norway and Switzerland. 

The European Union candidate countries: Albania, Moldova, Montenegro, North Macedonia, Serbia, Türkiye 
and Ukraine1. 

This study evaluates online public services on four key dimensions, which in turn comprise 14 underlying 
indicators. These indicators are further broken down into 48 survey questions. These survey questions are used in 
weighted formulae to calculate overall performance for countries along four key dimensions that assess a 
countries digital maturity regarding digital services. The data collection also includes survey questions for pilot 
indicators that are not yet incorporated into the benchmarking methodology, meaning that ﬁndings for these so-
called pilot indicators are not weighted into dimension scores nor included in the overall country performances. 

Under the eGovernment Benchmark, dimensions of digital government answer to the following questions:  

•  User Centricity – To what extent are services provided online? How mobile friendly are they? And what 

• 

online support and feedback mechanisms are in place? 
Transparency – Are public administrations clear about how their services are delivered? Are they 
transparent about policy making and digital service design, as well as the way people’s personal data is 
being processed? 

•  Key Enablers – What technological enablers are in place for the delivery of eGovernment services? 
•  Cross-Border Services – How easily are citizens from abroad able to access and use the online 

services? 

To provide a comprehensive overview of how countries are performing in eGovernment, 95 services, across nine 
life events are analysed. Life events are government domains, referring to a sequence of digital services that the 
average citizen or business is likely to require. The study covers 3,077 public administrations: 1,370 central, 495 
regional and 1,212 local government bodies. 

1Moldova and Ukraine are included in the 2023 data collection only.  

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eGovernment Benchmark 2024 Background Report 

The assessment takes place annually. Data on the Business Start-up, Career, Studying and Family life events is 
collected in even years. In odd years the life events assessed are Regular Business Operations, Health, Moving, 
Transport and Starting a Small Claims Procedure. This report presents the ﬁndings for data collected in 2023 and 
2022. It is for this reason that average scores for a country in this report are presented in the form of biennial 
averages, so that services across all life events are included. 

To evaluate these life events, well-trained Mystery Shoppers – citizens from the participating countries – visited 
and evaluated 14,742 websites: 8,680 websites and 841 portals from their own governments, as well as 4,373 
cross-border websites and 848 portals from other European countries. 

Automated open tools were used to complement the Mystery Shoppers to assess Mobile Friendliness, Findability, 
Accessibility Foundations and Web security. Moreover, since the 2022 data collection a Usability pilot indicator 
was added to the Benchmark framework. This indicator consists of both questions for mystery shoppers as well 
as an automated tool measuring the speed and performance of websites. 

One adaptation that has been made in comparison to last year, is what eight criteria were used for scoring the 
Accessibility pilot indicator. As the latest version of the Web Content Accessibility Guidelines (WCAG) was released 
in 2023, one of the previously used criteria became obsolete. This previous criteria, parsing (WCAG 4.1.1) has now 
been replaced by another criteria from the fourth theme – discernible button text (WCAG 4.1.2). 

A full description of the method and a list of all evaluated services can be found in the separately published 
eGovernment Benchmark Method Paper. All eGovernment Benchmark research data is openly available, free of 
charge and provided in a machine-readable format. The Commission’s webpage also presents the data collected 
in previous measurements. 

User centricity

Transparency

Key enablers

Online availability

Service delivery

User support

Service design

Mobile friendliness*

Personal data

Even years

Business start-up
Career
Family
Studying

Cross-border 
services

Cross-border online 
availability

Cross-border user 
support

Pilot indicators

Security
Mobile service delivery
Accessibility 
foundations
Findability
Usability

eID

eDocuments

Pre-filled forms

Cross-border eID

Digital post

Cross-border 
eDocuments

Odd years

Regular business operations
Health
Moving
Starting a small claims procedure
Transport

Figure 1.2: eGovernment Benchmark method framework 

S
R
O
T
A
C
I
D
N

I

S
T
N
E
V
E

E
F
I
L

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eGovernment Benchmark 2024 Background Report 

The Mystery Shopping Exercise brieﬂy 

•  Mystery  Shoppers  are  responsible  for  collecting  the  eGovernment  Benchmark  data  by  visiting  and  evaluating 

government websites. 

• 

• 

• 

•  Mystery Shoppers are users of government services themselves, which provides a certain level of validity and 
involvement  in  the  measurement:  how  they  experience  the  eGovernment  services  is  a  valid  real-life  user 
experience. 
The  Mystery  Shoppers  are  selected  via  the  research  network  of  the  four  parties  in  the  consortium  behind  the 
eGovernment Benchmark. 
All Mystery Shoppers are briefed and clearly instructed to minimise subjectivity. Additionally, they assess the life 
events using speciﬁc personas. This standardises possible diﬀerences in personal situations. 
In principle, every country is evaluated by two Mystery Shoppers and their results are compared. Inconsistencies 
are  re-evaluated  by  the  research  team  to  achieve  a  high  level  of  reliability.  For  cross-border  services,  all 
participating countries are assessed by two Mystery Shoppers from another country. 
Every Mystery Shopper is a country national owning a national eID (if any). 
The questionnaire that the Mystery Shoppers ﬁll in is a formatted and standardised Excel ﬁle.  
Aﬅer completion of the Mystery Shopping exercise, results are sent for validation to the EU27+ country 
representatives. This is an intense collaborative process. The representatives are involved at the start and at the 
end of the evaluation: at the start to validate the sample and key characteristics of the services under 
assessment; at the end to validate the research results and to correct potential obvious erroneous ﬁndings in 
collaboration with the responsible organisations in a country. 

• 
• 

9  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

2. Synthesis of Key Dimensions and 
Most Important Scores 

“Digital transition is accelerating. Most Member States 
are progressing in building resilient digital societies 
and economies.” 

Margrethe Vestager, Executive Vice-President for a Europe Fit for the Digital Age 

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eGovernment Benchmark 2024 Background Report 

2 Synthesis of Key Dimensions and Most Important 
Scores 

This chapter summarises the results of the eGovernment 
Benchmark’s four key dimensions: User Centricity, Transparency, 
Key Enablers and Cross-Border Services. It begins by presenting the 
overall performance of eGovernment in Europe. Following this, 
subsequent sub-chapters delve into each key dimension in detail. 
The ﬁnal sub-chapter oﬀers conclusions that reﬂect on the Digital 
Decade targets and the DESI indicators. 

2.1. Overall digital performance 

Figure 2.1: Overall maturity of the participating countries 

This chapter will discuss the aggregate 2022/2023 eGovernment Benchmark scores, reﬂecting the digital 
performance of all countries assessed. This overall score is an aggregate of scores derived from four key 
dimensions as described in the previous chapter. Based on data collected between 2022 and 2023, the overall 
digital maturity for each country is displayed in both Figure 2.1 and Figure 2.2. Malta has the most mature digital 
government, with a score of 97 points. Estonia (92 points), Luxembourg (90 points), and Iceland (90 points), also 
demonstrate top performing digital governments. A cluster of ﬁve high scoring countries follows: Finland (88 
points), Lithuania (86 points), Denmark (85 points), the Netherlands (85 points), and Latvia (85 points). 

Figure 2.2 compares the 2022/2023 and 2021/2022 overall scores for each country in the EU27+. Notably, 
Greece demonstrates the most substantial improvement, with an increase of 8 points. Additionally, Bulgaria, 
Cyprus, and Poland also experienced notable improvements, each with a 7-point increase, while Slovenia saw a 
commendable increase of 6 points. 

Figure 2.2: Overall eGovernment maturity of European countries and the biennial averages for 2022/2023 and 
2021/2022 

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eGovernment Benchmark 2024 Background Report 

Figure 2.3 displays the EU27+ average scores for each key dimension across the 9 life events. Among the four 
key dimension, User Centricity is the most developed dimension, achieving a score of 91 points. This implies that 
European public services are oﬅen available online, and that countries oﬅen make eﬀorts to consider the 
feedback of citizens and entrepreneurs for such services. The Key Enablers dimension scores 73 points, indicating 
room for improvement throughout Europe in the implementation of crucial enablers like eIDs and pre-ﬁlled forms. 
However, compared to the previous report, Key Enablers saw the biggest improvement across all key dimensions, 
with an increase of 2 points.  

The Transparency dimension remains unchanged, holding steady at a score of 62 points from the previous year. 
Notably, there persists a crucial need for European countries to enhance their provision of insights to users 
regarding their personal data and to foster greater user involvement in the design of processes and policies. 
Lastly, Cross-border Services is the least mature key dimension, recording a score of 59 points in 2022/2023. 
Despite developments in this domain, such as the Single Digital Gateway Regulation, the disparity between 
service provisions for national users and cross-border users remains persistent. Speciﬁcally, cross-border users 
and entrepreneurs encounter greater obstacles in accessing online services in foreign countries compared to their 
national counterparts. 

Business Start-up (82 points) and Regular Business Operations (79 points) recorded the highest biennial averages 
in the 2022/2023 study, underscoring their status as the most mature life events. Notably, this trend reaﬃrms a 
consistent pattern observed in previous reports, wherein business-oriented life events exhibit higher maturity 
compared to citizen-focused ones. This gap is most notable in the Key Enablers dimension, where citizen-related 
services (71 points) are clearly lagging behind business-related ones (87 points). Furthermore, while the rapid 
advancement of business-related life events in Europe is praiseworthy, governments must also address gaps in 
citizen-related services to ensure equitable access and eﬀectiveness for all users. 

Figure 2.3: Key dimension scores per life event for 2022/2023 

Across citizens-related life events, the ones with the highest overall scores are Career (74 points), Moving (73 
points) and Studying (73 points). These life events have a high online availability and put the user at the heart of 
their service oﬀering in many situations. Especially for Career and Moving life events, citizens can make use of 
Key Enablers such as their national eID to access the services. The Studying life event scores relatively high in the 
Cross-border services dimension, which can likely be attributed to the international character of universities and 
their study oﬀerings. On the other hand, the life event with the least mature digital oﬀering is Starting a Small 
Claims Procedure. Although User Centricity scores relatively high (89 points), there remains ample room for 

12  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

enhancement across Europe in the other key dimensions within the realm of Small Claims Procedure. Particularly 
concerning are Transparency (52 points) and Cross-border services (44 points), both signiﬁcantly lagging behind. 
This disparity suggests that both national and cross-border citizens encounter barriers when seeking information, 
such as guidance on initiating a small claims procedure or submitting additional documents to the court. 

In addition, the disparity between the highest and lowest scoring life events within each key dimension oﬀers 
valuable insights into the breadth of performance variability.  Namely, the range of scores for Cross-border 
services between the Studying life event (67 points) and the Small Claims Procedure life event (44 points) is 23 
points. This signiﬁcant range, the largest observed across all key dimensions, underscores substantial disparities 
in cross-border service provision, highlighting the imperative for a more standardized approach across life events 
in this dimension. Similar variability is evident in the Key Enablers and Transparency dimensions. Speciﬁcally, Key 
Enablers exhibit an 18-point range between Career life events (79 points) to in the Small Claims Procedure life 
event (61 points), while Transparency displays a 16-point range between the Career life event (68 points) and the 
Small Claims Procedure life event (52 points). In contrast, User Centricity displays a narrower range of 5 points 
between the Moving life event (92 points) and the Family life event (87 points), suggesting a relatively consistent 
level of focus on user-centric services across life events. 

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eGovernment Benchmark 2024 Background Report 

2.2. User Centricity 

User Centricity assesses the extent to which governments deliver and design services with the user 
needs in mind. This key dimension encompasses three underlying indicators. Firstly, Online Availability 
measures the accessibility of services online. Secondly, Mobile Friendliness evaluates the compatibility 
of government websites with mobile devices. Lastly, User Support assesses the adequacy of assistance 
provided to users on web portals. 

Figure 2.4 displays the 2022/2023 and 2021/2022 averages of all indicators under the User Centricity 
dimension for the EU27+. Strong performance across all three indicators indicates that European 
citizens and entrepreneurs can access a signiﬁcant portion of public services online, utilize them on 
their mobile devices, and receive adequate support in navigating government portals to ﬁnd relevant 
information. Since the previous study, the biennial averages for all User Centricity indicators have 
increased. Additionally, despite already being the best scoring indicator across the eGovernment 
Benchmark, Mobile friendliness saw the biggest increase of nearly 2 points. This signiﬁes that almost 
all European government websites are designed to be easily used on mobile screens.  

Figure 2.5 displays each EU27+ country’s biennial averages for User Centricity dimension. Malta 
emerges as the most user-centric eGovernment, achieving a perfect score of 100 points, signifying that 
all the services are provided digitally to Maltese citizens and entrepreneurs. Türkiye closely follows with 
a near-perfect score (100 points). A substantial cluster 
of countries, including Finland, Iceland, Spain, Denmark, 
Norway, Portugal, Luxembourg, The Netherlands, 
Greece, Sweden, Austria, and Estonia, also attain scores 
exceeding 95 points. Additionally, ﬁﬅeen other countries 
achieve scores exceeding 90 points, while ten countries 
fall below the 90-point threshold. Noteworthily, 
Moldova (70 points) and North Macedonia (68 points) 
exhibit the greatest potential for improvement for the 
User Centricity dimension. 

Figure 2.4: Biennial averages of User Centricity indicators for 
2022/2023 and 2021/2022 

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eGovernment Benchmark 2024 Background Report 

Figure 2.5: Biennial average scores for the key dimension of User Centricity for the years 2022/2023 and 2021/2022 per country 

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eGovernment Benchmark 2024 Background Report 

Ireland – Cyber Security Guidance on Generative AI for Public Sector Bodies 
Top-level benchmark 
User centricity, Cross-border services, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims 
procedure, Career, Studying, Family 

1.  Good practice description 
New guidance by the National Cyber Security Centre (NCSC) provides advice for Public Sector Bodies 
regarding the secure use of Generative AI and policies they can implement to aid in the protection 
of their services and information. 

By developing an appropriate strategy to understand the risks and benefits associated with GenAI 
now, Departments can better protect themselves from risks while maximising the possible benefits 
with these platforms. In conducting a risk assessment and determination on the use of GenAI within 
a Department, it is recommended that among other factors the following are examined, (i) Business 
Need, (ii) Permissions, (iii) Data & Privacy, (iv) Cybersecurity and (v) Non-technical factors 

2.  Beneﬁts 

Increased productivity and effectiveness 

• 
•  Better protection against cyber attacks 
•  Synergies across multiple Public Service Bodies 

3.  Key success factors 

•  Centralised National Cyber Security programme 
• 

Increased funding and staffing within the National Security Cyber Security Centre 

4.  More information 
More information can be found at: 
https://www.ncsc.gov.ie/pdfs/Cybersecurity_Guidance_on_Generative_AI_for_PSBs.pdf  

Online Availability 
The indicator Online Availability evaluates how services are made available online to citizens and businesses. The 
indicator assesses whether information about the service is online, whether the actual service can be completed 
online and whether the service can be reached via one of the main government portals. Three levels of online 
availability can be deﬁned: 

• 
• 
• 

Information about the service is not available online and the service cannot be completed online. 
Information about the service is available online, but the service cannot be completed online. 
The service can be completed online. 

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eGovernment Benchmark 2024 Background Report 

The biennial average for the Online Availability indicator is 89 points. Figure 2.6 displays the extent to which 
government services of each country can be categorised under each of the three online availability levels 
distinguished in this study. The European average of services that can be completed online is 85%, indicating a 
modest enhancement from the previous year’s reported ﬁgure of 84%. The European average of services that 
oﬀer online information is 98%. This means that in 13% of all cases, the ability to complete the service online is 
missing, yet information on how to complete the service via traditional channels is still provided. For the 
remaining 2% of services across Europe, the service as well as information on the service is missing online. 

Denmark and Malta are distinguished for oﬀering all the public services that are measured in the eGovernment 
Benchmark digitally to national citizens and entrepreneurs. In Türkiye (99%) and Finland (97%), both services and 
information on services are also being oﬀered to users for almost all services. Although most countries score 
relatively high on Online Availability (i.e., 27 of the 37 countries score 80% or higher), some overall scores 
suggest areas for enhancement. Namely, three countries score lower than 60% on this indicator, indicating much 
room for improvement in oﬀering services online. 

Aﬅer ensuring that services are available online, governments should aim to deliver services proactively, meaning 
that the user does not have to apply for the service, but obtains the result of such an action automatically. By 
intelligently sharing and reusing personal data, governments can deliver services before the user has the need to 
ask for them. Consider for instance, child allowance, which in many countries is given proactively to young 
parents that recently had a baby. Governments can anticipate an application for a child allowance (a government 
service) based on the registration of the child’s birth (another government service), and therefore oﬀer this 
service proactively. As it stands, only 7% of all measured European services are delivered proactively.  

Figure 2.6: Online Availability of services across Europe 2022/2023 

Within each European country, services provided at all three levels of government are evaluated. These levels, 
from largest to smallest, include central (national), regional (e.g., provinces, universities, hospitals) and local 
(municipalities). Average scores of the three questions that comprise the Online Availability indicator are shown in 
Figure 2.7, highlighting scores for each level of government. The most pronounced variances are observed in the 
evaluation of online service completion rates, ranging from 89% for centrally provided services to 76% for 

17  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

regional services and 62% for local services. Moreover, centrally delivered services are frequently accessible 
through government portals, thereby enhancing their online visibility and contributing to their higher scores. 
Conversely, services provided at the local level oﬅen pose greater challenges in terms of online discoverability. 

Figure 2.7: Online Availability of services per government level 

Pilot: Usability of eGovernment Services 
As public services exist in a competitive online landscape among consumer products, users hold high expectations 
for service quality. The eGovernment Benchmark measures Usability in two ways: 

1.  Mystery shoppers measure whether websites are easy to understand and help users with ﬁlling in online 

forms. 

2.  An automated test tool measures speed and performance of websites. 

This ﬁrst assessment demonstrated that 89% of governments websites across Europe have a clear and 
descriptive title, 79% show breadcrumbs or other descriptive labels at the top of the page that help users 
navigate towards other (sub)pages. However, the capability of providing support functionality to users when ﬁlling 
in online forms sees more opportunity for improvements. Only 50% of all the online forms indicate errors when 
submitted, which helps users understand what they must change to successfully complete a service. Additionally, 
40% of forms provide visual aids that proactively help users understand how to successfully complete a service. 

Speed and Performance is evaluated using Google’s Page Speed Insights tool (https://pagespeed.web.dev/). As the 
most used standard for researching performance indicators for websites, Google’s tool measures how websites 
perform on the Core Web Vitals. Each indicator that is measured has a predeﬁned threshold value set by Google 
to determine test success or failure. Figure 2.8 shows the web vitals to provide a better understanding of what is 
measured.  

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eGovernment Benchmark 2024 Background Report 

Figure 2.8: Illustration of speed and performance indicators, taken from blog by Addy Osmani 

The averages from the scores of all the evaluated websites is shown in this table. The average time before the 
ﬁrst byte is loaded is 0.6 seconds which is under the threshold of 0.8 seconds. However, 24% of the government 
websites fail this test. Another indicator that countries can improve on is the Cumulative Layout Shiﬅs, where 1 
out of 4 websites produce receive scores. This means that for these websites, content is not stable while loading 
(e.g., text moves or the users loses their place on the website), which could lead to clicking errors and 
unwarranted service requests. The time to interactive indicator is passed by 78% of government websites, with 
an average time of 2.9 seconds before the website is fully interactive for the user. 

Time To 
First Byte 
(ms) 

First 
Contentful 
Paint (ms) 

Largest 
Contentful 
Paint (ms) 

First Input 
Delay (ms) 

Speed 
index 
(ms) 

Time to 
Interactive 
(ms) 

Cumulative 
Layout Shiﬅ 

Total 
blocking 
time 
(ms) 

Average 
time 

Percentage 
passed 

643 

1331 

1673 

3 

2560 

2904 

10 

152 

76% 

92% 

84% 

100% 

80% 

78% 

75% 

87% 

User Support 
Another indicator within the key dimension of User Centricity is a digitalized support functionality oﬀered by 
government portals. Before the mass adoption of digital solutions, users could ask for help at their local 
government oﬃce. As services transition to digital platforms, migrating help functionalities to the digital sphere is 
essential. Therefore, the User Support indicator assesses the maturity of these digital help functionalities on 
government portals. Seven features related to User Support were assessed for each government portal. Figure 2.9 
shows the score for each of these features. 

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eGovernment Benchmark 2024 Background Report 

In general, the User Support indicator scores relatively high, with an average of 94 points. All portals (100%) 
provide information about other channels through which government services can be obtained, and almost all 
portals (98%) provide users with the contact details of responsible departments. Additionally, most of the 
government portals (95%) provide a Frequently-Asked-Questions section, which provides relevant information to 
the users for the most common themes speciﬁc to the services that are available through those portals. The 
lowest score is derived from the Complaint Procedures domain, where 88% of the government portals provide 
such capability. On dedicated pages for complaints, citizens and entrepreneurs can voice their dissatisfaction with 
government services. 

Figure 2.9: User Support indicator, scores per question 

Landscaping AI: AI-chatbot pilot 

In the 2024 eGovernment Benchmark (data collected between 2022 and 2023), a new question was introduced to gauge the 
prevalence of AI-powered chatbot services across Europe within the User Support Dimension. The question speciﬁcally examines 
whether websites oﬀer a chatbot as part of their live support functionality, thereby providing users with automated assistance 
rather than direct interaction with a government employee. 

As of 2022/2023, an average of 88% of EU Portals provide live support functionality, 29% of which are AI-powered. 

Pilot: Portal Findability 
The way citizens start their online journeys towards ﬁnding a speciﬁc government service vary greatly. Some may 
start directly on a governmental portal and follow the headers and links to navigate to other webpages. Other 
users might try to ﬁnd the relevant service via internet search engines such as Bing, Google, and Yahoo!. 
Governments can user Search Engine Optimisation (SEO) activities to promote their websites and services to help 
users ﬁnd relevant websites quickly and access the service they need.  

The SEO status of government portals, in other words the ﬁndability of online services, was assessed through the 
Mozilla Domain Authority Tool. The Domain Authority score ranges from 1 to 100 on a logarithmic scale, with 
higher scores corresponding to greater ability to rank on search engine results pages. Across European 
governmental portals that were evaluated, 66% ranked with either a ‘good’ or an ‘excellent’ score, while 16% 
ranked with an ‘average’ score, and 19% is ranked ‘below average’. This means that a relatively large number of 
European government portals can improve the SEO of their websites. 

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eGovernment Benchmark 2024 Background Report 

Pilot: Web Accessibility Foundations 
It is crucial that government services are accessible for everyone, including those with usability impairments. The 
Web Accessibility Directive is to improve access to websites and mobile applications of public services for 
individuals with diverse impairments. The pilot indicator Web Accessibility Foundation measures a selection of 
items that give an impression of how accessible services are. This indicator is a pilot indicator, meaning its results 
are not included in the calculation of the overall score of the eGovernment Benchmark. 

Using the AXE browser extension, the URLs of government services related to life events measured in 2023 were 
assessed. Using the Web Content Accessibility Guidelines (WCAG) 2.2, eight criteria were selected to give an 
impression of the extent to which websites are: 

Perceivable, measured by alternative text (WCAG 1.1.1), colour contrast (WCAG 1.4.3). 

• 
•  Operable, measured by page/document title (WCAG 2.4.2), link name (WCAG 2.4.4). 
•  Understandable, measured by language attribute (WCAG 3.1.1), valid language code (WCAG 3.1.2). 
•  Robust, measured by discernible button text (WCAG 4.1.2), aria hidden (WCAG 4.1.2). 

This year's evaluation substituted the Unique IDs (WCAG 4.1.1) indicator with the Discernible Button Text (WCAG 
4.1.2) due to the latest updates in WCAG version 2.2, which eliminated the requirement for Unique IDs. Figure 
2.10 shows the biennial average percentage of services that passed all eight criteria for each country. Despite 
change to one of the eight indicators, this overview provides an impression of the web accessibility for all nine life 
events evaluated in the 2022/2023 study. Leaders in this domain are Norway with 79% of their online services 
violating none of the selected WCAG criteria, Finland with 77% and The Netherlands with 74%. However, on 
average 70% of all evaluated EU websites fail to meet all eight of the selected criteria.  

Figure 2.10: Percentage of websites of countries that meet all eight assessed WCAG criteria  

Figure 2.11 shows the percentage of government websites that passed each of the eight web accessibility tests. 
These averages not only encapsulate the measurements conducted for the ﬁve life events assessed in 2023 but 
also oﬀer valuable insights into the predominant reasons for websites failing compliance checks. For example, 
48% of all websites fail to meet the colour contrast requirements, which indicates that the necessary minimum 
contrast is lacking on these websites. This deﬁciency not only impacts all users (i.e., mobile phone users might 
struggle to see their screen in bright sunlight without these accessibility features), but it especially impacts those 
with visual impairments (i.e., colour-blindness).  

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eGovernment Benchmark 2024 Background Report 

The domain that has the most room for improvements within these measurements is Perceivability, where also 
alternative texts are missing for 29% of all evaluated services. This indicates that descriptive texts for images is 
lacking, which is a major barrier for people with visual impairments. Accessibility elements that are appropriately 
considered include the presence of page or document titles (98%) and the Aria Hidden criteria, which measures if 
content is unrightfully hidden for people with disabilities (i.e., text that cannot be identiﬁed by a screen reader). 

Figure 2.11: Percentage of websites that passed the selected WCAG criteria (2022/2023) 

Mobile Friendliness 
The previous sections discussed the extent to which users can easily ﬁnd and access information and government 
services online on their computers. However, for a comprehensive examination of the eGovernment landscape, it 
is imperative to explore how individuals interact with services through their mobile phones or tablets. This is 
particularly crucial given the signiﬁcant surge in the use of these devices observed in recent years. The Mobile 
Friendliness indicator measures whether government websites are adaptive to mobile devices (e.g., that text 
remains readable, buttons become larger, etc.). As evidenced by the elevated biennial averages depicted in Figure 
2.12, European government services frequently demonstrate mobile-friendly attributes. Notably, 23 out of 37 
countries achieve a score of 95 points for this indicator, with only one country falling below the 80-point 
threshold. Remarkably, Finland and Sweden exhibit full compliance, with all measured websites meeting the 
criteria for mobile friendliness. 

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eGovernment Benchmark 2024 Background Report 

Figure 2.12: Mobile Friendliness indicator, biennial averages per country 

Pilot: Mobile Service Delivery 
To gain a deeper understanding of the possibilities for mobile users, the pilot indicator Mobile Service Delivery 
measures how well services are delivered via mobile channels. This is relevant for the increasing number of 
mobile users that beyond reading information, want to use their mobile devices for completing online applications 
and services. These measurements are similar to the measurements that were taken for desktop users, which will 
show the gap between desktop and mobile service delivery. As a pilot assessment, 18 services from the nine life 
events were selected for assessment on a mobile device for their level of mobile service delivery. This year ten 
services from life events measured in 2023 are compared, however the numbers illustrated in Figure 2.13 reﬂect 
the scores from the biennial average of 2022/2023, thereby representing all 18 services across all nine life 
events. The Mobile Service Delivery indicator is currently a pilot, meaning that its results do not count towards the 
overall score of the current eGovernment Benchmark. 

🖥  📱 

Is information about the service available online? 

Is the actual service available online? 

Is it possible to identify oneself online? 

Can you use a generic electronic identifier (e.g. a national eID) to identify 
yourself? 

Is it possible for the user to submit or download official documents that are 
required for the service? 

99 

85 

84 

74 

80 

When applying for this service is personal data pre-filled by the service provider? 

67 

Figure 2.13: Scored comparison between desktop and mobile users of digital services 

94 

67 

71 

64 

64 

68 

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eGovernment Benchmark 2024 Background Report 

This deeper view into the capabilities of mobile applications shows that they do not oﬀer the same functionalities 
that are seen on their desktop counterparts. The percentage of services within this sample that can be 
successfully completed via a mobile device is 67%, whereas desktop users can complete the same set of services 
at a rate of 85%. The barriers for service accessibility for mobile users include lagging implementation of eID 
(64% for mobile users and 74% for desktop users) and eDocuments (64% for mobile users and 80% for desktop 
users). The automatic provision of data is equal to desktop and mobile users. In addition, it is notable that the 
amount of information provided via mobile channels has increased by 5 p.p. since last year, and the ability to 
complete services has also increased by 4 p.p. This indicates that countries are further developing the mobile 
friendliness of their online public services. 

Austria – Mobile Government - Expansion of the Digital Office App 
Top-level benchmark 
User centricity, Key enablers 

Life event  
Moving, Family 

1.  Good practice description: Expansion of the “Digital Office App” 
Alongside  the  oesterreich.gv.at  platform,  the  Digital  Office  App  is  the  gateway  to  Austria's  e-government 
services for citizens.  

Thanks to the digital mailbox, for example, users receive a push notification and can easily and conveniently 
communicate with public authorities from the App. Since last year Last year, the entire system of registration 
- including the registration and deregistration of primary and secondary residences – can be handled via the 
App.   

In addition, new services such as the cost-free download of birth certificates have been integrated, the range 
of information has been expanded and navigation has been improved. 

2.  Beneﬁts 

• 

Time and location-independent use of e-Government Services 

•  Mobile ﬁrst approach means services can be used easily and intuitively on smartphones 

•  User-friendly communication with public authorities and access to oﬃcial documents and certiﬁcates 

via App. 

3.  Key success factors 

•  With the mobile-ﬁrst approach already deﬁned in the Digital Austria Act, Austria is ensuring that 
all applications and services can be used easily and intuitively on smartphones - just as easily as 
we are used to from all other everyday apps. 

4.  More information 
More information can be found at: https://www.oesterreich.gv.at/ueber-
oesterreichgvat/faq/app_digitales_amt.html  

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eGovernment Benchmark 2024 Background Report 

2.3. Transparency 

Governmental transparency promotes eﬃciency, accountability, and trust in public sector organisations. To 
evaluate the transparency of digital governments, the eGovernment Benchmark evaluates three indicators: 
Transparency of Service Delivery, Transparency of Personal Data and Transparency of Service Design. 
Transparency of digital public services is thus about showing users what steps (still) need to be taken when 
accessing a service, showing how personal data is being used by the government, and enabling users to 
participate in the design of services they want to use. 

Figure 2.14 displays the biennial scores of each indicator within the Transparency key dimension. Similar to 
previous year Transparency of Personal Data has the best score, with a biennial average of 70 points. This is 
followed by Transparency of Service Design with 63 points. The least mature indicator within this life event is 
Transparency of Service Delivery with 54 points. These scores within Transparency are very similar to the previous 
year’s scores, a trend that is unique when compared to other key dimensions. Furthermore, countries should 
enhance their performance on the three Transparency indicators to boost trust levels among citizens and 
entrepreneurs in their governments. 

A notable outcome is that for the indicators Transparency of Personal Data and Transparency of Service Design, 
the diﬀerence in scores between business and citizen-related services is minimal. This closing of the gap between 
citizen and business-related services is imperative as business related services historically score higher. 

The Figure 2.15 contrasts the latest 
biennial averages of EU27+ countries 
for the aggregated score of the 
Transparency key dimension with their 
averages from the previous study. The 
most mature Transparency for public 
services is found in Malta (98 points), 
Iceland (94 points) and Luxembourg 
(90 points). With an increase of 8 
points, Poland has seen the biggest 
development within this key dimension 
over the previous year. However, the 
range in country scores for this 
dimension is very large, with 11 
countries scoring below 50 points.  

25  

Figure 2.14: Biennial averages of Transparency indicators for 2022/2023 and 2021/2022 

 
 
eGovernment Benchmark 2024 Background Report 

Figure 2.15: Scores for the Transparency key dimension per country for the years 2022/2023 and 2021/2022 

Transparency of Service Delivery 
Government services can be complex and oﬅen comprise of multiple steps to be completed. Enhancing 
transparency regarding process duration, the number of steps involved, and waiting periods, can alleviate 
psychological obstacles that users might face when accessing services. The Transparency of Service Delivery 
indicator evaluates seven features associated with how transparent service processes are for citizens, as 
displayed in Figure 2.16. The notice of successful delivery aﬅer requesting a service, which achieved the highest 
score, is available in 84% of all measured services. In almost two out of three European services (66%), progress 
tracker is available while users are completing a service. In addition, delivery timelines are made clear to the 
users in 64% of the relevant services. However, providing information about service performance sees the biggest 
room for improvements, with only 39% of services having this capability.  

Figure 2.16: Score per question for the Transparency of Service Delivery indicator 

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eGovernment Benchmark 2024 Background Report 

Transparency of Personal Data 
To access government services, citizens and entrepreneurs oﬅen provide governments personal data. Address and 
date of birth are examples of information collected by governments that allows them to tailor services to 
individual needs. However, citizens and entrepreneurs alike want to be informed about how their personal data is 
used and for what purposes, especially when concerns of data fraud and misuse are widespread. 

The Transparency of Personal Data indicator 
assesses to what extent users can access, 
modify, and monitor their personal data via the 
most relevant government web portals. Figure 
2.17 shows that users can notify the 
government of incorrect personal data in 84% 
of the cases. In four out of ﬁve European 
portals, users can modify their own personal 
data online. Lastly, in 84% of the portals, users 
can access complaint procedures to inform the 
government about concerns with how the 
government uses their data. Again, these sub 
indicators increased very slightly, indicating that 
opportunities to improve the Transparency of 
Personal Data are not being seized by all EU27+ 
countries. 

Figure 2.17: Scores per question for Transparency of Personal Data indicator 

Figure 2.18 displays the degree to which citizens and entrepreneurs can access their own data, monitor who 
consulted their personal data and for what purpose. Only 5% of all portals do not provide any information to 
users regarding the use personal data. In 14% of the portals, information is provided on how personal data can 
be accessed via oﬄine channels. Notably, half of all portals (50%) provide personal data on demand, while in 
31% this personal data is proactively communicated towards the citizens and entrepreneurs. 

Figure 2.18: Extent to which users can access and monitor their personal data 

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eGovernment Benchmark 2024 Background Report 

The degree to which citizens can monitor who consulted their personal data and for what purpose has much room 
for improvement across all governmental portals in Europe. Speciﬁcally, in one out of ﬁve (21%) portals, no 
information is provided at all on this topic. In 30% of the portals, only a generic explanation is provided on who 
may use personal data, yet speciﬁc insights into whether this has happened is missing. In 49% of the websites, 
some degree of insight is given regarding whether personal data was used. The extent of this information is split 
into four groups. 11% of all portals only provide information on whether data was consulted, 15% append this 
information with insights on when this data was consulted, while 14% append this information with insights on 
whom consulted such personal data. Lastly, only 9% of all governmental portals provide monitoring into whether, 
when, by whom, and for what purpose personal data was consulted. 

Transparency of Service Design 
In the EU’s Declaration on European Digital Rights and Principles, Europe highlights participation as one of the 
seven key pillars for enhancing digital rights in the digital age.2 Citizens, as primary users of government services, 
should be permitted to engage in policy-making processes and help design services online.  

Since 2020, the eGovernment Benchmark has used the Transparency of Service Design indicator to measure how 
well citizens can participate in the policymaking and service design processes online. Figure 2.19 shows that 95% 
of government portals provide some information on key policymaking processes online, while 56% provide 
information on how citizens and entrepreneurs can participate in such policy making processes. Availability of 
Information regarding digital service design processes is less prevalent than information regarding policy making 
processes. Speciﬁcally, only 60% of governmental portals oﬀer information on digital service design processes, 
and merely 42% provide guidance on citizen and entrepreneur participation in these processes. 

Figure 2.19: Average scores for Transparancy of Design from 2022/2023 and 2021/2022 

Figure 2.19 displays diﬀerences in scores for the provision of information from portals in 2022/2023 and 
2021/2022. These diﬀerences are very slim, which means that the developments in the domain of these 
indicators has saturated. 

2 https://digital-strategy.ec.europa.eu/en/library/declaration-european-digital-rights-and-principles 

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eGovernment Benchmark 2024 Background Report 

Poland – mObywatel 2.0 
Top-level benchmark 
User centricity, Transparency, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Career, Family  

1.  Good practice description 
In 2023 the Ministry of Digitalization introduced a new version of its flagship mObywatel 2.0 application. The 
new  version  expanded  the  range  of  digital  documents  and  services,  introduced  the  innovative  mID  Card 
(mDowód), establishing Poland as the largest EU country with a fully mobile identity document. The inclusion 
of the mCitizen profile has facilitated authentication in national online services. A simplified framework for 
cooperation  with  public  and  commercial  entities,  supported  by  clear  guidelines,  has  allowed  seamless 
integration of services within the application. 

2.  Beneﬁts 

•  High Adoption: mObywatel 2.0 saw over 5.8 million mID Card issuances in the ﬁrst six months, 

indicating widespread user adoption. 

•  Eﬃciency  Boost:  Streamlined  cooperation  led  to  approximately  650  collaboration  requests, 

demonstrating increased eﬃciency in delivering services through the application. 

•  User  Empowerment: Citizens gained control over personal data, enhancing transparency and 

empowering them in managing their digital identities. 

3.  Key success factors 

•  User-Centric  Development:  Extensive  user  engagement,  including  usability  tests,  studies, 

interviews, and citizen involvement, ensured the application met public needs. 

•  Proactive  Security  Measures:  Initiatives  like  security  surveys,  educational  outreach,  and 

thorough tests built trust among users and stakeholders. 

•  Clear  Regulatory  Framework:  Dedicated  legal  act  and  published  guidelines  established  a 
transparent regulatory framework for data transmission, ensuring user consent and control. 

4.  More information 
More information can be found at: www.info.mobywatel.gov.pl/ 

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eGovernment Benchmark 2024 Background Report 

2.4. Key Enablers 

Key enablers are the building blocks supporting eﬃcient, safe and easily accessible eGovernment services. This 
study assesses four indicators that together provide the maturity for a country’s Key Enablers. The four indicators 
are:  

•  eID (electronic identiﬁcation) is a government-issued solution for online identiﬁcation and authentication.  
•  eDocuments (electronic documents) are documents in digital form that the user needs to submit/upload 
in order to complete an eGovernment service, or that the user obtains as a proof or a result of the 
service (e.g., certiﬁcate, diploma, proof of registration.  

•  Pre-ﬁlled forms are base registries used by governments to automatically validate or retrieve data 

relating to citizens and businesses.  

•  Digital Post refers to the option to receive communications digitally only, for example through personal 

mailboxes or other digital post solutions.  

Figure 2.20 shows the 2022/2023 averages for Key Enablers indicators, along with a comparison of these scores 
from 2021/2022. Throughout all life events, the most mature enabler is Digital Post, with an average score of 81 
points. This demonstrates that users are facilitated in their communication towards the government through a 
digital mailbox. The second most mature enabler is eDocuments with an average score of 79 points, showcasing 
that required documentation is oﬅen available in digital format, or can be submitted digitally. The biennial 
averages for the eID indicator and for the Pre-ﬁlled forms indicator are both 68. The scores for all four indicators 
have increased slightly in comparison to the previous report. The increase for Digital Post is 3 points, which 
means that governmental portals have improved implementation of digital communication channels for their 
users. 

Figure 2.20: Averages for Key Enablers indicators 2022/2023 and 2021/2022 

The aggregation of these four indicators brings about the scoring for the Key Enablers dimension. Figure 2.21 
shows the latest two biennial averages for EU27+ countries of this key dimension. Malta has the highest maturity 
within the Key Enablers life event, with a score of 97 points. The runners-ups, all with scores surpassing 94 
points, are Finland, Denmark, Türkiye, Iceland, Estonia, and Lithuania. Conversely, seven countries score below 60 
points, pointing out that the diﬀerences within this key dimension are very large.  

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eGovernment Benchmark 2024 Background Report 

Figure 2.21: Averages per country for the Key Enablers key dimension for the years 2022/2023 and 2021/2022 

Electronic identification (eID) 
Electronic identiﬁcation solutions (referred to as eIDs) serve as online passports, enabling individuals to 
authenticate their identities on the internet. Oﬀering enhanced security compared to traditional username and 
password, eIDs ensure safe and easy access to digital government services. With electronic identiﬁcation, users 
no longer need to visit government service desks to prove their identity in person, nor do they need to wait for 
documentation to arrive via post.  

Upon assessment of services that require citizens to verify their identity, most services (85%) oﬀer some form of 
digital authentication. This means that only in the remaining 15%, the user must authenticate in an oﬄine form, 
for example by showing their passport in person. For 73% of the services that require authentication, a general 
eID, such as the national eID, was implemented. In 54% of services enabling digital authentication, users can 
make use of single-sign-on functionalities, which allows them to move between services from diﬀerent 
authorities without needing to reauthenticate. This feature reduces obstacles for citizens and entrepreneurs, who 
may otherwise encounter the need to engage with multiple competent authorities while navigating signiﬁcant life 
events. 

The countries that have the most widespread implementation of their eID are Malta, Finland, Estonia, Lithuania, 
Norway, Denmark, Türkiye, and Iceland, all scoring higher than 90 points on this indicator. 

Pilot: Website security 
Website security is an increasingly serious concern for citizens and business. When users visit government 
websites, they must be able to trust that the websites are indeed owned by government authorities. As personal 
data is oﬅen needed for public services, it is essential that citizens and businesses can provide these personal 
details in a secure environment, without the fear of malicious third parties accessing their sensitive data. 
Furthermore, EU governments are expected to protect the interests of citizens and businesses against data 
breaches and cybersecurity threats. 

To secure public sector websites, back-end structures need to be robust, while front-end technologies must be up 
to date. Using the Internet.nl and Mozilla Observatory tools, government websites were assessed on 13 

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eGovernment Benchmark 2024 Background Report 

cybersecurity criteria. Both of these openly available security tools are platforms dedicated to increasing website 
security and reliability. Each tool has its own testing criteria to establish whether these criteria are being met. 

Three assessment items are tested for Internet.nl (IPv6, DNSSEC and HTTPS), and ten for the Mozilla Observatory 
(content security policy, cookies, cross-origin resource sharing, HTTP strict transport security, redirection, referrer 
policy, sub resource integrity, X-content-type-options, X-Frame-options, X-XXS-protection). As of this year, the 
measurements of HTTP Public Key Pinning have been discontinued, as this is now an obsolete internet security 
mechanism. 

Figure 2.22: Percentage of websites that meet assessed security criteria (EU27+ countries, 2022/2023) 

Almost all websites (95%) prevent foreign sites from reading their content and accessing private user information 
(cross-origin resource sharing), while almost all website (94%) minimise privacy risks (referrer policy). On the 
other hand, only 3% of the evaluated websites prevent a wide range of cross-site scripting and clickjacking 
attacks (content security policy). Additionally, 10% of websites ensure a secure HTTPS connection to prevent third 
parties from reading or changing content sent between the user and the website. 

Consistent with previous years, there remains room for improvement within this indicator. Nevertheless, it's 
essential to acknowledge that these tests oﬀer an indicative rather than exhaustive assessment of cybersecurity, 
providing a directional understanding rather than a conclusive evaluation. As such, positive results do not 
guarantee a completely secure website, just as negative results do not necessarily imply that a website is unsafe. 
While false negatives are improbable, it's worth noting that undetected alternative cybersecurity solutions may 
have been implemented, which are not currently detectable with our existing methods. Consequently, this 
situation could potentially lower the overall score. 

Public administrations across Europe could take advantage of open-source testing tools and implement follow-up 
measures. This may include actions such as securing proper procurement to ensure security-by-design, prioritising 
budgets accordingly to invest more heavily in a sophisticated cybersecurity plan, and dedicating a centralised 
organisation that helps public bodies with the implementation of cybersecurity defences. 

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eGovernment Benchmark 2024 Background Report 

Denmark – “sikkerdigital.dk” a united information universe about cyber and information security   
Top-level benchmark 
User centricity and Transparency 

Life event  
Regular business operations, Business start-up, Family and career 

1.  Good practice description 
At sikkerdigital.dk citizens, businesses, and authorities can access knowledge, guidance, and practical tools for 
a  secure  digital  everyday  life,  as  well  as  guidance  to  operate  within  current  regulations  and  threat 
assessments. A group of civil society organizations and authorities operates the site, representing the society 
as  a  whole.  The  website  is  segmented  into  distinct  sections  addressing  citizens,  business,  and  authorities, 
facilitating an effortless navigation. In addition, the site also contains information about the Cyberhotline for 
Digital  Security,  which  serves  citizens  and  businesses  seeking  guidance  on  enhancing  digital  security 
measures, managing and preventing digital fraud, and handling cyber-attacks.  

2.  Beneﬁts 

•  300.000 annual visitors – 75% citizens, 12% authorities, and 12% businesses 

•  One main site, branded through various channels and campaigns 

•  An easy and eﬀective way for citizens, business and authorities to access trustworthy 

information 

3.  Key success factors 

• 

Targeted and user friendly communication 

•  User friendly tools, guidance and tests 

•  A real person users directly can call to get help with cyber and information security issues 

•  Continuous updating of catalogues, information and templates 

•  Associated social media proﬁles promoting the site 

4.  More information 
https://sikkerdigital.dk/  

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eGovernment Benchmark 2024 Background Report 

2.5. Cross-Border Services 

The Cross-border Services dimension assesses the availability and maturity of services to non-national citizens 
and international businesses relative to that of national citizens and businesses. The dimension comprises four 
indicators: Cross-border Online Availability, Cross-border User Support, Cross-border eID and Cross-border 
eDocuments. Online Availability measures whether the service can be found and/or performed online, Cross-
border User Support assesses to what extent cross-border users have access to support functionalities, Cross-
border eID checks whether cross-border users can use their national eID for authentications and Cross-border 
eDocuments evaluates whether eDocuments can be downloaded or submitted for online services. 

Cross-border Services are the least developed from all four key dimensions, with a European average of 59 
points. Figure 2.23 shows the biennial averages for the aggregated Cross-border Services scores for each country 
from the years 2022/2023 and 2021/2022. The highest scoring countries are Luxembourg (92 points), Malta (92 
points) and Estonia (92 points). 10 out of the 37 countries score lower than 50 points on this dimension, which is 
one country fewer than last year. Overall, countries have seen improvements across the diﬀerent indicators within 
this key dimension. Greece and Sweden particularly stand out as most improved, increasing their scores by over 
10 points. 

Figure 2.23: Biennial averages per country for the Cross-Border Services key dimension for the years 2022/2023 and 2021/2022 

A comparison is made in Figure 2.24 between the availability of certain functionalities for national and cross-
border users. This is done by comparing several indicators, including Online Availability, User Support, eID, and 
eDocuments with their cross-border counterparts. Similar to previous years, a gap exists between national and 
cross-border users’ access to such functionalities. The provision of information to users is the most mature 
indicator, with 98% availability to national users. Yet for cross-border users just over 3 out of the 4 websites 
(76%) provide this information. On these websites, the information is provided in a diﬀerent language than the 
country’s national language. The gap between national and cross-border users is the biggest for the eID indicator. 
Cross-border users can use their own eID in only 31% of the cases, which means that solutions like eIDAS are yet 
to see a wide implementation between borders in Europe. 

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eGovernment Benchmark 2024 Background Report 

Cross-border Online Availability 
Cross-border users understandably 
want to complete services online 
because it is harder for them to obtain 
certain services in person. Visiting a 
municipality oﬃce in a city or a 
country where one does not live can 
be a burden, especially for relatively 
common services and procedures. 

Is information about the service available 
online? 
Is the actual service available online? 

Are complaint procedures available for users? 

🏠  🛂 

98% 

76% 

85% 

50% 

88% 

56% 

Can you use your national eID to identify 
yourself? 
Is it possible for the user to submit or download 
oﬃcial documents required for the service? 

Figure 2.25 shows the percentage of 
each country’s services that are online 
for national users compared to those 
that are available to cross-border 
users3. Half of all the cross-border 
services can fully be completed online. 
It also depicts that the diﬀerences 
between the online availability for national and cross-border users is substantial. Only for seven countries, Malta, 
Estonia, Luxembourg, Finland, Sweden, Ireland, and Cyprus, is the diﬀerence smaller than 20%. Sweden is the 
only newcomer since last year where this diﬀerence is now smaller than 20%, for which the cross-border service 
oﬀering has improved drastically. Barriers for users not being able to complete services online were explored in 
this study, the most common include: 

Figure 2.24: Differences in service delivery for cross-border users and national users 

58% 

31% 

74% 

81% 

Information is not available in multiple languages 

• 
•  A lack of information for cross-border users 
•  Cross-border eIDs are not accepted to identify for the service 

Figure 2.25: Percentage of services that can be completed online for national and cross-border users 

3 Figure 2.25 compares question A2 (“Can the actual service be completed online?”) with question G2 (“Can the 
actual service be completed online by a cross-border user?”) 

35  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

Cross-border User Support 
Cross-border users may seek to express their opinions or lodge complaints in instances where their experience 
with digital services falls short. Although many national users can easily voice their opinions online, such an 
option is not widely available for cross-border users. Only for 56% of all cross-border government portals are 
complaint procedures available online. Encouragingly, 71% of all EU cross-border portals feature feedback 
mechanisms, while an impressive 83% oﬀer help functionalities speciﬁcally tailored to cross-border users. 

Cross-border eID 
Ideally, someone’s national eID should not only give them access to online services in their own country but also 
provide a means of personal identiﬁcation for foreign countries, just like a physical passport. The European 
Commission endorses the idea of a cross-border digital identity, acting as a digital counterpart to a passport. 
Speciﬁcally, the Commission has already launched (in 2014) the eIDAS regulation on electronic identiﬁcation and 
trust services for electronic transactions in the European Single Market. 

Figure 2.26 compares the adoption of eIDs in Europe for national and cross-border users4. Cross-border use of 
eID is still not very widespread in Europe, as only 28% of all relevant service provide this possibility to cross-
border citizens and entrepreneurs. Luxembourg and Estonia stand out for their robust implementation of cross-
border eID systems. Moreover, the overall average for this indicator has increased by 4 points, signalling a 
positive trend. However, a large space for opportunity remains for eID to be the widely used ‘digital passport’ that 
it is aiming to be. 

Figure 2.26: Percentage of services where authentication with eID is possible for national and cross-border users 

Cross-border eDocuments 
EU governments are oﬅen able to facilitate submitting or downloading of oﬃcial documents (eDocuments) for 
their citizens. For cross-border users however, this opportunity is only available for 58% of cross-border services 
that require any form of documentation. This is lower than national services, where national users beneﬁt from 
81% of these services oﬀering such essential functionality. 

4 Question F3 (“If it is possible to identify oneself online, do you use a generic electronic identiﬁer?”) was 
compared to the indicator cross-border eID (consisting of only the question (“If identiﬁcation is needed for a 
cross-border service, is it possible to identify oneself online using your national eID?”) 

36  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

Serbia – Open Balkan Initiative 
Top-level benchmark 
User centricity, Transparency, Cross-border services, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
Open Balkan is a regional initiative of the Republic of Serbia, the Republic of Albania and the Republic of North 
Macedonia to establish an economic zone with the aim of increasing trade and cooperation, and improving 
mutual bilateral relations. The agreements signed in Tirana on December 21, 2021 aim to remove barriers 
that hinder trade and the free movement of persons, and enable the use of electronic services within the 
initiative itself. Having in mind that Protocols following the signed agreements enter into force on March 1st 
2024,  citizens  of  economies  participating  in  Open  Balkan  initiative  will  be  able  to  obtain  Open  Balkan  ID 
number on their national Portals for eGovernment which enables them to user other services available within 
this initiative. First service available to them is Free access to labor market which enables them to live and 
work in the receiving party up to 2 years with possibility of extension. By obtaining approval from the relevant 
authority for free access to labor market, the person may stay, live and work in Serbia without the need to 
take on any other administrative procedures related to stay or obtain working permit. The service is free of 
charge and enables them to get employment in Serbia under the same conditions as Serbian citizens. 

2.  Beneﬁts 

• 

• 

Increased trade and cooperation, improved bilateral relations 

Increased mobility of citizens and businesses of participating countries and easy access to labour 
markets    

3.  Key success factors 

•  Common eID framework in line with EU eIDAS enabling for trust and interoperability in cross-border 

service provision 

4.  More information 
More information can be found at: https://euprava.gov.rs/openbalkan/english 

37  

 
 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

2.6. Conclusions considering the Digital Decade Targets and the DESI 

(Digital Economy and Society Index) indicators 

In addition to evaluating various characteristics of e-governments in Europe, the eGovernment Benchmark oﬀers 
insights on how European countries are performing in both the DESI (Digital Economy and Society Index) 
indicators and the Digital Decade targets for 2030. The DESI indicators and the Digital Decade targets are 
important tools for the European Commission used to track EU digitalisation by the European Union and its 
Members.   

Two indicators that are measured by the eGovernment Benchmark that feed into Digital Decade targets are: 

•  Digital Decade indicator Digital public services for citizens: this DD indicator is based on the 

biennial average from the eGovernment Benchmark indicator Online Availability and Cross-border Online 
Availability for all citizen-related life events. The DD indicator measures to what extent services or 
information concerning services for citizens are provided online and via a government portal. 

•  Digital Decade indicator Digital public services for businesses: this DD indicator is based on the 
biennial average from the eGovernment Benchmark indicators of Online Availability and Cross-border 
Online Availability for all business-related life events. The DD indicator measures to what extent services 
or information concerning services for businesses are provided online and via a government portal. 

Four indicators that are present in DESI’s Digital Public Service dimension are measured by the eGovernment 
Benchmark: 

•  Pre-Filled Forms (DESI indicator 4a4): this DESI indicator is based on the biennial average from the 

eGovernment Benchmark indicator Pre-ﬁlled Forms, mentioned in the Key Enablers sections. The 
indicator measures to what extent online forms are pre-ﬁlled with personal information already known 
by the government. 

• 

Transparency of Service Delivery, Design, and Personal Data (DESI indicator 4a5): This DESI 
indicator is based on the biennial average of the eGovernment Benchmark key dimension Transparency. 
This key dimension is the average of the indicators Transparency of Service Delivery, Transparency of 
Personal Data, and Transparency of Service Design.  

•  User Support (DESI indicator 4a6): This DESI indicator is based on the biennial averages of the User 

Support and Cross-border User Support indicators of the eGovernment Benchmark. The indicator 
measures how much support is given on government portals when user have a question regarding a 
public service.  

•  Mobile Friendliness (DESI indicator 4a7): This DESI indicator is based on the biennial average score 
of the Mobile friendliness indicator and measures how many of the government websites within a 
country run smoothly on mobile devices, meaning that they scale their resolution, and change 
dimensions to accommodate mobile users. 

Digital Decade indicator Digital public services for citizens  
Figure 2.27 displays the results of the Digital Decade indicator Digital Public Services for Citizens, which 
demonstrates an EU average of 79 points. This indicates that the majority of services classiﬁed under citizen-
related life events (Career, Studying, Family, Health, Moving, Starting a Small Claims Procedure, and Transport) are 
fully accessible online, with ample information available through main government portals. Malta leads Europe 
with a perfect score on this indicator, followed closely by Estonia, Luxembourg, Sweden and Finland, all exceeding 

38  

 
eGovernment Benchmark 2024 Background Report 

the 90-point mark. Furthermore, nearly all services that are targeted towards citizens can be completed online in 
these countries, allowing them to fulﬁl governments requests digitally. 

100 96 95 93 91 88 87 86 84 84 82 82 81 81 79 77 76 76 76 74 73 72 72 68 67 67 64

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Figure 2.27: Scores per country for DESI indicator Digital Public Services for Citizens 

Digital Decade indicator Digital public services for businesses  
Displayed in the Figure 2.28 are the ﬁndings for the Digital Decade indicator Digital Public Services for 
Businesses, showing an EU average score of 85 points. This signiﬁes that the majority of services tailored for 
entrepreneurs (Business Start-up and Regular Business Operations) oﬀer comprehensive online completion 
options along with ample information accessibility through primary government portals. The top-performing 
countries for this indicator includes Finland, Ireland and Malta, all scoring a perfect 100 score. Estonia, 
Luxembourg, Sweden, Lithuania, Bulgaria, Belgium, and Spain also demonstrate exemplary digitalization of 
services aimed at businesses, each attaining a score of 90 points or higher for this indicator. 

Figure 2.28: Scores per country for DESI indicator Digital Public Services for Businesses 

39  

 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Pre-Filled Forms (DESI indicator 4a4) 
Figure 2.29 displays the results for the DESI indicator Pre-Filled Forms, demonstrating an EU average score of 71 
points. This indicates that over seven out of ten services that require users to complete an online form already 
partially pre-ﬁll the form with data obtained from the relevant EU governmental authority. Leading countries in 
this domain are Malta (94 points), Lithuania (92 points), Denmark (91 points), meaning citizens can eﬃciently ﬁll 
in forms required for accessing services.  

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Figure 2.29: Scores per country for DESI indicator Pre-Filled Forms 

Transparency of Service Delivery, Design, and Personal Data (DESI indicator 4a5) 
Transparency promotes eﬃciency, accountability, and trust in public sector organisations. Figure 2.30 displays the 
results for the DESI indicator Transparency of Service Delivery, Design and Personal Data. The EU average for this 
indicator is 67 points. The leaders in this domain are Malta (98 points) and Luxembourg (90 points). Additionally, 
14 countries score higher than 70 points.  

100

98 90 87

81 80 78 77 76 76 73 71 70 70 70 67 67 65 65 62 61 59 57 53 49 48 48

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Figure 2.30: Scores per country for DESI indicator Transparency of Service Delivery, Design, and Personal Data 

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40  

 
 
 
 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

User Support (DESI indicator 4a6) 
Figure 2.31 displays the results for the DESI indicator User Support, with an EU average score of 86 points. This 
score indicates that most EU government services provide robust support mechanisms for users encountering 
issues or inquiries. Luxembourg and Malta achieve a perfect score on this indicator. Additionally, other high 
performers include the Netherland (99 points), Estonia (97 points), Ireland (97 points), Finland (96 points), 
Portugal (92 points) and Belgium (91 points). 

100 100 99 97 97 96 92 91 89 89 87 86 86 85 85 85 85 84 84 82 80 80 79 78 76 75 74 71

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Figure 2.31: Scores per country for DESI indicator User Support 

Mobile Friendliness (DESI indicator 4a7) 
Figure 2.32 displays the scores for the DESI indicator Mobile Friendliness. The EU average score for this indicator 
is a near perfect 95 points. This indicates that most EU governments adjust their website’s resolution and 
dimensions to suit mobile users. Additionally, Finland, Sweden, The Netherlands, Austria, and Denmark all score 
perfectly on this indicator as all their websites are functional properly on mobile devices.  

100

100 100 100 100 100 99 99 98 98 98 97 97 97 97 96 96 95 95 95 94 94 94 93 92 92

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41  

 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

3. Regular Business Operations 

“Our new set of rules will now make online markets 
more open for small, innovative business to also get a 
fair chance of making it.” 

Margrethe Vestager, Executive Vice-President in charge of competition policy 

42  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

3 Regular Business Operations 

Businesses serve as the cornerstone of Europe's economies, 
driving growth in economic value and job creation. An 
increase in productivity can be realized when administrative 
burdens, and other overhead activities are minimized. An 
improved oﬀer of digital services for businesses plays a 
crucial role here, facilitating entrepreneurs to focus on their 
core business. Each year, an alternating business-related life 
event is included in the eGovernment Benchmark report. In 
the odd years (e.g., 2019, 2021, 2023), data for the Business 
Start-up life events are included, while in the even years (e.g., 
2020, 2022, 2024) the focus is on Regular Business 
Operations. This chapter focuses on Regular Business 
Operations. 

The Regular Business Operations life event encompasses 
services tailored to entrepreneurs. This includes declaring 
corporate taxes, value added tax (VAT) refunds, social 
contributions and complying to other laws associated with 
employing persons. Figure 3.1 shows the overall performance 
of each country in the EU27+ for the Regular Business 
Operations life event. Figure 3.2 illustrates the comparison 
between each country's 2023 score and its 2021 score, 
revealing an average increase from 76 points to 79 points 
across all countries. This showcases that most European 
countries facilitate businesses online in their exchange of 
information with their governments. Cyprus and Greece stand 
out for their signiﬁcant improvement in this life event, with 
Cyprus showing a 14-point increase and Greece a 12-point 
increase. The most mature countries for this life event are 
Luxemburg (96 points), Malta (96 points), Estonia (95 points), 
and Lithuania (95 points). In total, ten countries score higher 
than 90 points, exhibiting the online availability of services 
within this life event. 

43  

Figure 3.1: Overall performance of the participating countries for the 
Regular Business Operations life event 

Shortened Persona: Regular Business 
Operations 

Meet Margo, a 51-year-old entrepreneur 
specializing in household goods transportation. 
As the owner of her company, Margo handles 
various ﬁnancial tasks including corporate tax 
declarations, VAT submissions, and ﬁnancial 
reports to the business registration oﬃce. With 
four employees under her wing, she manages 
payroll and handles employee-related matters, 
such as reporting illnesses and potentially 
seeking compensation.  

Aﬅer over a decade of successful operation, 
Margo explores the possibility of expanding her 
business to another EU country. She diligently 
gathers information and, once prepared, takes 
the necessary steps to establish her company's 
presence in the new location by registering with 
the relevant authorities. 

 
 
 
 
eGovernment Benchmark 2024 Background Report 

Figure 3.2: Scores for the life event Regular Business Operations, based on average of all four key dimensions 

3.1. User Centricity 

The User Centricity key dimension focuses on the Online Availability, Mobile Friendliness and User Support of 
government services. User centricity in service delivery enables citizens and businesses to have an optimal 
experience when dealing with public administrations. This section describes in detail the results for Online 
Availability, Mobile Friendliness and User Support for the Regular Business Operations life event. 

Online availability 
The overall score for the indicator Online Availability is 95 points, which is based on the three aspects: the 
availability of information about a service online, the possibility to complete the service online, and the possibility 
to ﬁnd the website via a government portal. 

Figure 3.3 shows the extent to which government services are online, together with the corresponding mobile 
friendliness of the services in the regular business operations life event. For this life event, 92% of the services in 
Europe can be completed online. For most other services, entrepreneurs can at least ﬁnd information online about 
how the services can be requested oﬄine (7%). The number of services of which an online version as well as 
online information is absent is negligible (less than 1%). 

Zooming in on speciﬁc services, three services stand out as universally accessible online with all necessary 
information provided in all ranked countries: Declaring corporate tax, Submitting ﬁnancial reports to the business 
registration oﬃce, and Declaring VAT. 

There are other services within this life event where improvement is required. In about one out of ﬁve countries it 
is currently not possible to complete the following services: Appeal against VAT decision, Register the end of a 
contract of an employee, and Register illness of employee with competent administration. For the latter service, 
the online information about the speciﬁc service is also missing in 6% of all the ranked countries. 

44  

 
  
 
eGovernment Benchmark 2024 Background Report 

Mobile Friendliness 
A very substantial part of websites within the life event Regular Business Operations is optimized for 
smartphones, namely 96%. For several services all countries provide a mobile-ﬁrst page, making it easier for 
entrepreneurs to access services or ﬁnd information online on the procedures. 

Figure 3.3: Online Availability and Mobile Friendliness per service for the Regular Business Operations 

User Support 
The average score for the User support indicator on portals evaluated for the Regular Business Operations life 
event is 98 points. For 97% of all the portals in this life event, there is an FAQ page available. Additionally, while 
demos are accessible on all country portals, feedback mechanisms are present on 97% of the portals, marking 
the highest score for this sub-indicator. 

3.2. Transparency 

Transparency comprises the following indicators: Transparency of Service Delivery, Transparency of Service Design 
and Transparency of Personal Data. Transparency of Service Delivery measures whether public services provide 
clear, openly communicated information about how the service is delivered. Transparency of Service Design 
assesses whether users can participate in policy and service design. Transparency of Personal Data evaluates to 
what extent users are in control of their personal data. 

Transparency of Service Delivery 
In Figure 3.4 an overview is given how oﬅen websites provide users with features that make the service process 
more transparent and understandable. Almost nine out of ten websites send a delivery notice to the user upon 
completion of the service. 79% of the websites indicate the progress during a service to entrepreneurs, helping 
them to understand how many steps they still need to complete. And three quarters (75%) of all websites allow 
entrepreneurs to save their input as a draﬅ, to come back and complete the service at a later moment. 

On the contrary, just over half (54%) of the websites oﬀer information about the actual service performance, 
such as user satisfaction scores or completion rates. And over half of the services within this life event are 
missing an indication of the estimated time to complete the process. This information is only available on 46% of 
the websites. 

45  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

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Services 
1.1 Declare corporate tax 
1.2 Declare social contributions  
1.3 Submit ﬁnancial reports to business registration oﬃce 
1.4 Submit company data to statistical oﬃces 
2.1 Declare VAT 
2.2 Apply for a refund of VAT  
2.3 Appeal against VAT decision 
3.1 Register illness of employee with competent 
administration  
3.2 Register the end of a contract of an employee with 
competent authority 
3.3 Register new address with competent authority 
Average Regular Business Operations 

Highest score 

Lowest score 

Figure 3.4: Averages scores for the transparent service delivery for services for the Regular Business Operations life event 

Transparency of Personal Data 
All the portals within the life event Regular Business Operations score an average of 77 points for the 
Transparency of Personal Data indicator. This score is based on several questions that measure the extent to 
which service providers communicate and provide access over personal data to entrepreneurs. 

95% of all portals across Europe allow the user to notify the relevant authorities that their personal data is 
incorrect, which is higher than the average European portal (84%). 86% of the websites in this life event provide 
a complaint procedure to users regarding the use of personal data. A transparency implementation that is not yet 
as widespread in this life event is whether users can see which party accessed their personal data and for what 
reason. With only just over half (52%) of the portals providing this information, there is room for improvements in 
many countries within this domain. 

Transparency of Service Design 
The Transparency of Service Design indicator for the Regular Business Operations life event scores 62 points, 
showing that there is room for improvement on the front of allowing entrepreneurs to participate in policy and 
service design. There is a distinct diﬀerentiation between the diﬀerent measurements that led to this score. A 
high number of websites (95%) provide information on ‘key policy making processes’. However, the information 
on the ability to participate in policy making is only present in 51% of the websites, which is even lower than the 
average of all portals (56%). Information about service design of the websites is less available (76%) as well as 
the ability to participate in activities to improve service design of the websites (43%). 

46  

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

3.3. Key Enablers 

The Key Enablers dimension comprises four sub indicators: eID, eDocuments, Pre-ﬁlled forms and Digital Post 
solutions. A national eID provides users with the possibility of secure authentication online, eDocuments help 
users send and receive veriﬁed ﬁles with the government, Pre-ﬁlled forms measures whether users only have to 
enter their data once, and lastly, Digital Post evaluates whether it is possible to communicate with the responsible 
authorities solely through digital. 

eID 
The extent to which a national eID can be used for the Regular Business Operations life event is shown in Figure 
3.5. On average, for 86% of the services, entrepreneurs can use their national eID to request an online service in 
Europe. The services are split in two groups. For 8% of all services, entrepreneurs can use an alternative form of 
authentication. In these cases, an entrepreneur will have to conﬁgure a separate account before being able to 
access the service. The remaining 6% of services require some form of oﬄine identiﬁcation. 

For two services, all European countries provide an online form of authentication, either through the national eID 
or through an alternative, namely for the services Submit ﬁnancial reports to business registration oﬃce and 
Declare VAT. The highest availability with the use of a national eID system is for the services Declare social 
contributions and Submit ﬁnancial reports to business registration oﬃce. The service Appeal against VAT decisions 
has improved drastically, from 63% of the services being available with a national eID to 85%. 

There is also room for improvements within the life event Regular Business Operations. For the service Submit 
company data to statistical oﬃces only 62% of the provided services are accessible with an eID system. And for 
the service Appeal against VAT decision 15% of the services require an oﬄine authentication in person. 

Figure 3.5: Authentication possibilities for services in the Regular Business Operations life event if authentication is required 

47  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

eDocuments & Pre-filled Forms 
Figure 3.6 shows per relevant service the scores for the indicators eDocuments and Pre-ﬁlled Forms. Both these 
averages improved slightly since the previous measurements. For 93% of the Regular Business Operations 
services, users can submit or download eDocuments that are required for completion of the service. For 88% of 
the services within this life event, services help entrepreneurs by preﬁlling personal information when ﬁlling in a 
digital form, which not only reduces the required time for completion as well as errors. 

For all the countries where the service Submit ﬁnancial reports to business registration oﬃce requires 
documentation, these can be downloaded or uploaded in the digital service. Some services that score nearly as 
good (97%) are Submit company data to statistical oﬃces, Declare VAT, and Apply for a refund of VAT. For the 
service Appeal against VAT decision there are the most countries that lack the functionality to upload or 
download required documentation digitally, with only 78% providing this option. 

All entrepreneurs across Europe that Declare social contributions and are required to ﬁll in a digital form, enjoy 
the pre-ﬁlling of information. On the other hand, many services across the life event Regular Business Operations 
still require the user to ﬁll in all their personal information. Again, for the service Appeal against VAT decision 
there is the most room for improvements, with only 75% of the countries providing automated preﬁlling of 
personal information. 

Figure 3.6: eDocument and Pre-filled Forms per service for the Regular Business Operations life event 

Digital Post 
In the 97% of the European countries, the portals for Regular Business Operations provide a digital mailbox for 
entrepreneurs to safely communicate with the central authorities. These mailboxes provide a clear beneﬁt to 
discuss speciﬁc cases and a single digital location where this communication is stored. This is the case for only 
73% of the local authorities. This results in a combined score for the Digital Post indicator of 84 points, which is a 
considerable increase from its previous score of 77 points. 

48  

 
 
 
eGovernment Benchmark 2024 Background Report 

3.4. Cross-border Services 

Cross-border Services evaluates how easy it is for foreign users to access and use online services provided by 
public authorities. It is comprised of four indicators: Cross-border Online Availability, Cross-border User Support, 
Cross-border eID and Cross-border eDocuments. These indicators measure if services are available online, 
whether there is suﬃcient user support and if key enablers such as eID and eDocuments work for people living or 
coming from abroad. 

Cross-border Online Availability 
Cross-border online availability for Regular Business Operations scores 64 points. This metric is derived from the 
availability of online information about a service for cross-border users as well as the possibility for them to 
complete these services. Figure 3.7 demonstrates that 56% of services within the Regular Business Operations 
life event can be successfully completed digitally by cross-border entrepreneurs in the EU. The remaining services 
is more or less split in two equal groups – the slightly larger group of services (23%) has online information 
available for cross-border users in English or any other language than the national one but are lacking the option 
to complete the service online. The last 20% of services is lacking both, providing no information nor the option to 
complete the service online for cross-border entrepreneurs. The most reported barriers for not being able to 
complete a service are the lack of a translation to English or any other language other than the national one and 
a lack of information aimed at cross-border entrepreneurs. 

The services with the highest availability for cross-border users are Apply for a refund of VAT with 92% of the 
countries providing at least translated information and 68% of the countries providing the full service to cross-
border users. On the other hand, entrepreneurs throughout Europe who need to register the illness of one of their 
employees with the competent administration are unable to do so online in 59% of the countries. 

Figure 3.7: Services online for cross-border users in the Regular Business Operations life event. 

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eGovernment Benchmark 2024 Background Report 

Cross-border User Support 
The overall score for User Support for Regular Business Operations scores at 79 points, which means an increase 
of 2 points in comparison to the previous measurements of this life event. Comparing this to the score for 
national entrepreneurs at 98 points shows there is a considerable gap between the services provided to national 
and cross-border users. In 4 out of 5 situations (83%) is a translated help functionality provided. On the other 
hand, complaint procedures are only available in just over half (56%) of the portals for cross-border 
entrepreneurs. 

Cross-border eID and eDocuments 
Figure 3.8 displays in how many countries entrepreneurs can use their eID to access Regular Business Operations 
services, for both national as well as cross-border entrepreneurs. On average, most of these services can be 
accessed with the use of a national eID, namely 86% to be exact. For cross-border users this method of 
authentication is available for less than half of that, namely 39% of all the services.5 

The most signiﬁcant underrepresentation of cross-border eID is found for the services Register the end of a 
contract of an employee with competent authority, Appeal against VAT decision and Declare VAT. All these 
services are lacking cross-border eID implementation in 2 out of the 3 European countries. The highest 
availability of cross-border eID is found at Apply for a refund of VAT, indicating that almost half of the European 
countries oﬀer cross-border eID authentication. 

Authentication with eID per service 
1.1 Declare corporate tax 
1.2 Declare social contributions 
1.3 Submit ﬁnancial reports to business registration oﬃce 
2.1 Declare VAT 
2.2 Apply for a refund of VAT 
2.3 Appeal against VAT decision 
3.1 Register illness of employee with competent administration 
3.2 Register the end of a contract of an employee with competent authority 
3.3 Register new address with competent authority 
Average Regular Business Operations 

🏠  🛂 

87% 
92% 
92% 
89% 
89% 
85% 
82% 
89% 
88% 
86% 

45% 
39% 
39% 
33% 
47% 
32% 
38% 
29% 
44% 
39% 

Figure 3.8: Comparison eID for Regular Business Operations services, national and cross-border 

5 For national eID the score to the question “F3: if it is possible to authenticate online, can you use your eID?” was taken 
instead of the score of the indicator, to ensure a valid comparison. The indicator score for national eID is a composite indicator 
of online authentication, eIC and Single Sign On (SSO). For cross-border eID the Cross-border eID score was taken. 

50  

 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

The implementation of the functionality to download or upload required eDocuments is depicted in Figure 3.9 
again for both a national as well as a cross-border entrepreneurs. Although smaller than the diﬀerences for eID 
and cross-border eID, there are also noticeable diﬀerences between the oﬀer of eDocument functionalities for 
national and cross-border entrepreneurs. On average, eDocuments can be downloaded or submitted for 93% of 
the national services, whereas the same applies to 55% of the cross-border services. 

When entrepreneurs are looking to submit ﬁnancial reports to the business registration oﬃce, all national users in 
Europe can download or submit the required documentation online. Yet for cross-border entrepreneurs, this is only 
in 65% of the countries. A surprising score is seen for the service of Register illness of employee with competent 
administration as only 86% of the national users enjoy eDocuments functionalities, which is relatively on the 
lower side of the spectrum. On the other hand, this service has the highest availability of eDocuments for cross-
border users. The most room for improvement regarding eDocument implementation for cross-border services is 
seen at the service Appeal against VAT decision with only 38% countries providing this so far. 

Opportunity to submit or download eDocuments, per service 
1.1 Declare corporate tax 
1.2 Declare social contributions  
1.3 Submit ﬁnancial reports to business registration oﬃce 
2.1 Declare VAT 
2.2 Apply for a refund of VAT  
2.3 Appeal against VAT decision 
3.1 Register illness of employee with competent administration  
3.2 Register the end of a contract of an employee with competent authority 
3.3 Register new address with competent authority 
Average Regular Business Operations 

🏠  🛂 

94% 
94% 
100% 
97% 
97% 
78% 
86% 
89% 
96% 
93% 

43% 
48% 
65% 
64% 
61% 
38% 
67% 
50% 
57% 
55% 

Figure 3.9: Comparison eDocuments for Regular Business Operations services, national and cross-border  

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eGovernment Benchmark 2024 Background Report 

Slovenia - Digitally obtaining data for calculating the wage compensation in case of health-

related work absence 

Top-level benchmark 
User centricity, Transparency 

Life event  
Regular business operations 

1.  Good practice description 

The Ministry of Digital Transformation, together with the Financial Administration and the Health Insurance 
Institute,  has  launched  a  service  within  the  SPOT  portal  (national  portal  for  businesses),  that  provides 
electronic  access  to  the  salary  data  needed  by  business  entities  for  the  preparation  of  the  claim  and 
calculation of salary compensation in the event of temporary absence from work due to health reasons. This 
service simpliﬁes the preparation of the calculation of the wage compensation in cases where the current 
employer does not have the data, on the bases of the previous wage contributors. The service enables fully 
electronic two-way communication between businesses and the State. 

2.  Beneﬁts 

• 

The employee no longer needs to inquire about salary information from the former employer 
and the current employer obtains the required data directly on the SPOT portal.  

•  Since the procedure can only be carried out electronically, potential users are all business 

entities in the Republic of Slovenia.  

• 

From the establishment of the service (July 1, 2023) to the end of the year, 25,658 e-inquiries 
were made 

3.  Key success factors 

• 

Eﬀective cooperation of all key stakeholders, availability of ﬁnancial resources. 

4.  More information 
More information can be found at: https://spot.gov.si/sl/poslovanje/zaposlovanje-in-delovno-razmerje/osnove-
nadomestila/  

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4. Health 

“Over the last 5 years, the way we work and cooperate 
in the area of health has changed fundamentally.” 

Stella Kyriakides, Commissioner for Health and Food Safety 

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4 Health 

Challenges such as pressures on health budgets (i.e., 
ageing population and chronic diseases), unequal quality 
and access to healthcare services, and shortage of health 
professionals, have underscored the need for accelerated 
digitalization within healthcare systems. This imperative 
has not only been acknowledging but actively prioritized by 
the European Commission, as evidenced notably by its 
political objective of “A Europe ﬁt for the digital age" and 
the Digital Decade policy programme. While strides have 
been made, from the use of e-prescriptions to 
advancements in electronic health records accessibility, it 
is evident that there remains room for further 
enhancement and optimization of digital health services. 

The Health Life Event assesses citizens’ access to 
essential healthcare services. Think of questions like: is it 
possible for me to register and (re)schedule an appointment 
at the hospital online? Can I apply for an e-consult with a 
hospital doctor?  As a recent addition to the eGovernment 
benchmark, data is collected for this life event every odd 
year since 2021. 

Figure 4.1 shows the overall performance of each country in 
the EU27+ for the Health life event, which is an aggregate 
of four underlying key dimensions, and Figure 4.2 shows 
how each country scored in the years 2021 and 2023. This 
year, we observed an positive progression in the provision of 
online health services across European countries compared 
to the 2021 assessment. This trend is evidenced by the 
EU27+ average increasing by 4 points, rising from 63 to 67, 
and the reduction in the number of countries scoring below 
60 points from 16 to just 9. Noteworthy leaders in this life 
event include Malta (95 points), Luxembourg (95 points), 
Estonia (92 points), and Türkiye (90 points). Additionally, 
Belgium and Cyprus have demonstrated signiﬁcant 
maturation since the 2021 assessment, with each country 
boosting their scores by approximately 20 points.6 

Figure 4.1: Overall performance of the participating countries for 
the Health life event. 

Shortened Persona: Health 

Juan, an avid skateboarder who recently turned 18, 
injures his wrist while attempting a trick. He seeks 
online guidance to determine which healthcare 
provider to visit and ultimately decides to see his 
general practitioner.  

Aﬅer an examination, Juan's GP refers him to a 
hospital for further assessment by a specialist. 
Fortunately, imaging tests reveal only a minor 
fracture, which Juan can view through his electronic 
health portal. Following a period of rest, Juan's wrist 
begins to heal. 

During a winter vacation, Juan, feeling suﬃciently 
recovered, switches from skateboarding to 
snowboarding. However, on the last day of his trip, 
he experiences a severe wrist injury aﬅer losing 
control on the slopes. In need of cross-border 
medical assistance, Juan seeks help for his injury. 

6 The evaluation of health-related services in the eGovernment Benchmark and the eHealth Indicator study (which presents 
the results of the monitoring framework for the Digital Decade target of 100% of EU citizens having access to their electronic 
health records by 2030) display notable disparities in focus and methodology. The eGovernment Benchmark, employing the 
Mystery Shopper method, engages independent researchers as well as administrators within the respective country and 
abroad (for cross-border services) to complete surveys. In contrast, the eHealth Indicator study adopts a self-assessment 
approach, wherein competent authorities appointed by each participating country complete surveys to provide insights. While 
the eGovernment Benchmark covers a broader spectrum of services within the health domain, incorporating merely one 
question pertaining to electronic health records among others, the eHealth Indicator study concentrates speciﬁcally on access 
to electronic health records. This diﬀerence in scope is further exempliﬁed by the eHealth Indicator study's provision of 
separate national and regional versions of the survey, allowing for a more detailed examination of contexts where health data 
access is decentralized. 

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eGovernment Benchmark 2024 Background Report 

Figure 4.2: Country averages of all key dimensions for the Health life event 

4.1. User Centricity  

The User Centricity key dimension focusses on the Online Availability, Mobile Friendliness and User Support of 
government services. User Centricity in service delivery enables citizens and businesses to get an optimal 
experience when dealing with public administrations. This section describes in detail the results for Online 
Availability, Mobile Friendliness and User Support for the Health life event. 

Online availability  
The Online availability indicator for the health life event scores 86 points. This score is based on three questions: 
the availability of information about a service online, the possibility to complete the service online, and the 
possibility to ﬁnd the website via a government portal.   

Figure 4.3 shows the extent to which government services are available online, together with the corresponding 
mobile friendliness of the services in the Health life event. 85% of all services under evaluation in this domain 
could be completed online, experiencing a 9 p.p. increase since the previous report. For another 11% of the 
services, information could be found online but online completion of the service was not possible. The number of 
services where European citizens could not complete nor ﬁnd information about online is 5%. 

In the benchmarked countries, getting guidance and information about where you can get healthcare  (92%) and 
information on doctor’s registration (91%) is readily available online. Obtaining a European Health Insurance Card 
stands out as one of the most oﬅen available online services for citizens (92%). Additionally, applying for 
electronic health records receives an incremental 1 p.p. increase since the last report, with an availability rate of 
89%. 

The service least available online is applying for e-consults with a hospital doctor (tele-consultation) (51%). In 
25% of cases there is no information available for this service. Therefore, improving the online accessibility of 
this service presents an avenue for European countries to enhance the accessibility of essential healthcare 
services. Another service amendable for improvement is Obtaining e-prescription from a hospital doctor, 

55  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

diminishing the proportion of cases lacking information on the service to 0%, while concurrently increasing the 
availability of the service to 8 out of 10 countries. 

Figure 4.3: Online availability and mobile friendliness of services in the Health life event 

Mobile friendliness  
Health-related websites are oﬅen accessible with smartphones, with 94% of measured websites in this life event 
scale to accommodate users on mobile devices. The service least optimised for mobile use is Getting guidance 
and information about where you get can healthcare, where 88% of the evaluated services are mobile friendly. 
From the seven services available, six scored higher than 90%, underscoring that citizens in need of health-
related services can oﬅen take the ﬁrst steps on their mobile phone. 

User-support 
The overall score for the Health life event on the User Support indicator is 92 points, which is in line with the 
average score of all four life events assessed in this report. In general, portals for health-related services provide 
information on how to obtain services via other channels than a website (i.e., call centres, email) (100%) and the 
contact details of the responsible division/department for certain services (97%). However, one area for potential 
enhancement in the Health life event among EU27+ countries is the availability of AI-powered live support 
functionality, currently accessible in only 27% of services. 

4.2. Transparency  

Transparency comprises the indicators Transparency of Service Delivery, Transparency of Service Design and 
Transparency of Personal Data. Transparency of Service Delivery measures whether public services provide clear, 
openly communicated information about how the service is delivered. Transparency of Service Design assesses 
whether users can participate in policy and service design. Transparency of Personal Data evaluates to what 
extent users are in control of their personal data. 

Transparency of Service Delivery 
Figure 4.4 shows the extent to which features that enhance transparency of the service process are present on 
websites for health-related services. The most common transparency feature incorporated into services websites 
is a delivery of notice that informs the users that the service step has been completed successfully online (79%). 
The second most common feature is providing users with an overview of delivery timelines (54%). However, the 
majority of questions in this indicator reveal a less positive picture. A little less than half of all services provide 

56  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

users with a progress tracker while they are completing services. Similarly, only 42% of the services have a 
maximum time limit set within which the administration must deliver the service. Even fewer services provide an 
estimation of the duration of the process of requesting the service (36%). Lastly, only slightly more than one in 
four services (28%) have information available about the performance of the online service (i.e., user 
satisfaction). 

Services 
1.3 Obtain a European Health Insurance Card 
2.1 Register and (re)schedule appointment at the hospital  
2.2 Apply for e-consults with a hospital doctor (tele-
consultation) 
2.3 Obtain e-prescription from a hospital doctor 
2.4 Apply for electronic health records  
Average Health 

Highest score 

Lowest score 

e
c
i
t
o
N
y
r
e
v
i
l

e
D
93 
74 

44 
89 
84 
79 

r
e
k
c
a
r
t

s
s
e
r
g
o
r
P
65 
19 

17 
62 
47 
48 

y
t
i
l
i

b
i
s
s
o
p
ﬅ
a
r
D
56 
12 

8 
59 
42 
42 

s
e
n

i
l

e
m

i
t

n
o
i
t
a
r
u
d

f
o

n
o
i
t
a
m

i
t
s
E
53 
19 

s
s
e
c
o
r
p

r
a
e
l
c

y
r
e
v
i
l

e
D
87 
44 

11 
53 
34 
36 

21 
59 
45 
54 

t
i

m

i
l

e
m

i
t

m
u
m
i
x
a
M
70 
32 

t
e
s

9 
47 
36 
42 

e
c
n
a
m
r
o
f
r
e
p

e
c
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v
r
e
s

t
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a

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t
a
m
r
o
f
n
I
37 
15 

9 
36 
19 
28 

Figure 4.4: European averages for features for transparent service delivery for services in the Health life event 

Transparency of Personal Data 
Within the Health life event it is particularly important to see what extent users can access, modify, and monitor 
their personal health data. The score of the Transparency of Personal Data indicator for the portals in the Health 
life event is 67 points, which is just below the biennial average of all life events, which stands at 70 points. While 
there remains room for improvement, this year's score reﬂects a slight uptick from the previous report (64 
points), indicating a positive trend in performance. 

Transparency of Service Design 
The Transparency of Service Design indicator for the Health life event scores 56 points, which shows that not all 
services allow users to participate in policy and service design. Speciﬁcally, we see that citizens are informed on 
how relevant policies came into existence and how new policies are being developed (54%). However, information 
on how digital services is designed (54%) and how to participate in the policy making process (43%) or the 
service design process (32%) are oﬅen lacking. 

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eGovernment Benchmark 2024 Background Report 

4.3. Key enablers 

The Key Enablers dimension comprises four indicators: eID, eDocuments, Pre-ﬁlled Forms, and Digital Post. A 
national eID provides users with the possibility of secure authentication online and eDocuments help users send 
and receive veriﬁed ﬁles with the government. Pre-ﬁlled Forms measures whether users can enter their data once 
or must duplicate data entry in multiple forms, and Digital Post evaluates whether it is possible to communicate 
with the responsible authorities solely through digital channels. 

eID 
Figure 4.5 shows the extent to which citizens can use their eID for services in the Health life event. For 8 out of 
ten (82%) services, citizens can use their national eID to request a service online. For a further 9% online 
authentication is possible, albeit not with an eID.  For this case, think for instance about a municipality where an 
account speciﬁc to that municipality needs to be registered, for example with a phone number or email address. 
In 8% of services measure for this life event, there was no form online authentication possible. In these cases, 
the user needs to go to a government oﬃce to authenticate themselves in person to access the service. 

Within the life event Health, the services where users are most enabled to use their eIDs include obtaining a e-
prescription from a hospital doctor (96%), applying for electronic health records (89%), obtaining a European 
Health Insurance Card (85%). Despite the higher values for such services, several health-related services have 
only limited eID and online authentication possibilities. For instance, in-person authentication is most required for 
applying for e-consults with a hospital doctor (18%) and registering and (re)scheduling appointments at the 
hospital (19%). 

Figure 4.5: Authentication possibilities for services in the Health life event if authentication is required 

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eGovernment Benchmark 2024 Background Report 

eDocuments & Pre-filled forms 
Figure 4.6 shows how oﬅen citizens could submit or download oﬃcial documents required for a health-service in 
electronic form (eDocuments) and how frequently their personal information is pre-ﬁlled when using the services 
(called Pre-ﬁlled Forms). The Health life event has an indicator score of 90 for eDocuments and 84 for Pre-ﬁlled 
Forms. Both of these scores exceed the biennial average score of 79 (eDocuments) and 69 (Pre-ﬁlled forms) 
across all life events. 

Users can use eDocuments in almost nine out of ten cases, meaning they can upload or download oﬃcial 
documents online instead of hard copies and the postal service. Notably, eDocuments are accepted 100% of the 
time when obtaining e-prescription from a hospital doctor. Similarly, eDocuments are regularly accepted when 
trying to obtain a European Health Insurance Card (94%) and when applying for electronic health records (92%).  

Personal information is preﬁlled in 80% of cases, up from 4% from the previous report. Information is preﬁlled 
most oﬅen when obtaining e-prescriptions from hospital doctor (95%) and for obtaining a European Health 
Insurance Card (92%). On the other hand, information is preﬁlled the least oﬅen when applying for an e-consult 
with a hospital doctor (61%). 

Figure 4.6: Average indicator scores for eDocuments and Pre-filled Forms per Health service 

Digital Post 
In the Health domain, 74% of government bodies provide a digital mailbox solution, facilitating secure 
communication between patients and authorities, and consolidating all pertinent correspondence within a uniﬁed 
online platform. Across Europe, citizens can opt for digital interaction with their central government for health-
related services in 57% of countries, while in only 25% of European countries, they have the option to receive 
digital communications from local governments. 

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eGovernment Benchmark 2024 Background Report 

4.4. Cross-border services 

Cross-border Services evaluates how easy it is for non-national users to access and use online services provided 
by public authorities in an European country. It is comprised of four indicators: Cross-border Online Availability, 
Cross-border User Support, Cross-border eID, and Cross-border eDocuments. These indicators measure if services 
are available online, if there are suﬃcient help functionalities, and if key enablers like eID and eDocuments work 
for people living or coming from abroad. 

Cross-border online availability  
The score for the indicator Cross-border online availability for the Health life event stands at 49 points. The 
metric is derived by combining the availability of information about a service online for cross-border users and 
the possibility to complete the service online. Figure 4.7 shows for each service how oﬅen information is available 
online to cross-border users and how oﬅen services can be completed online. 

Currently, 47% of services are entirely available online for non-national citizens. Additionally, for 16% of these 
services, cross-border users have access to information in languages other than the national language of the 
respective country. In the remaining 37% of cases, neither information about the health-related service nor the 
service itself is available online, making it a challenge for non-national citizens to request these services. 

Figure 4.7: Cross-border online availability of Health services 

Cross-border User Support 
User Support functionalities for cross-border users are not yet on the same level as for national portals. 
Individuals that do not have the national identity of the country from which they are requesting a service and do 
not speak the national language have access to a help functionality on the portal website 70% of the time. 
Additionality, feedback mechanisms are available for non-national users on 65% of portals, while easily 
accessible complaint procedures are available on only 46% of portals for non-nationals across Europe. 

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eGovernment Benchmark 2024 Background Report 

Cross-border eID and eDocuments 
In line with the previous report, a large discrepancy remains for eID possibilities between cross-border users and 
national users.  Whereas national users can use their eID for 82% of the services, this number is only 32% for 
cross-border users. Cross-border functionality is most prevalent when obtaining a European Health Insurance 
Card (41%) and least prevalent when registering and (re)scheduling appointments at the hospital (20%).7 

Authentication with eID per service 
1.3 Obtain a European Health Insurance Card 
2.1 Register and (re)schedule appointment at the hospital  
2.2 Apply for e-consults with a hospital doctor (tele-consultation) 
Average Health 

🏠  🛂 

85% 
67% 
70% 
82% 

41% 
20% 
30% 
32% 

Figure 4.8: Comparison eID for Health services, national and cross-border 

Figure 4.9 illustrates that while over half of the services allow cross-border users to download or submit 
eDocuments, this proportion is signiﬁcantly lower than that for national users, which stands at 87%. Notably, 
disparities of up to 35% exist between national and cross-border users for certain services, such as registering 
and (re)scheduling appointments at the hospital (76% for national users compared to 36% for non-national 
users) and applying for e-consults with a hospital doctor (67% for national users compared to 33% for non-
national users). 

Opportunity to submit or download eDocuments, per service 
1.3 Obtain a European Health Insurance Card 
2.1 Register and (re)schedule appointment at the hospital  
2.2 Apply for e-consults with a hospital doctor (tele-consultation) 
Average Health 

🏠  🛂 

94% 
76% 
67% 
87% 

79% 
36% 
33% 
51% 

Figure 4.9: Comparison eDocuments for Small Claims Procedure services, national and cross-border 

7 For national eID the score to the question “F3: if it is possible to authenticate online, can you use your eID?” was taken 
instead of the score of the indicator, to ensure a valid comparison. The indicator score for national eID is a composite indicator 
of online authentication, eIC and Single Sign On (SSO). For cross-border eID the Cross-border eID score was taken. 

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eGovernment Benchmark 2024 Background Report 

Hungary – EgészségAblak mobile application (‘Health Window’) 
Top-level benchmark 
User centricity, Transparency, Cross-border services, Key enablers 
Life event  
Health 
1.  Good practice description 
The  EgészségAblak  application  has  been  available  to  citizens  since  the  pandemic,  providing  access  to  the 
Digital COVID Certificate and test results.  17 May 2023, it was relaunched with a new logo and expanded 
features. The application is free to download in the app stores. The mobile application allows citizens view 
their  dispensable  and  previously  dispensed  ePrescriptions  and  provides  possibilities  to  dispense  multiple 
prescriptions easily at the same time. The application sends notifications about new and expiring prescriptions. 
Health documents (such as test results, outpatient records, etc.) are now downloadable within the application, 
and citizens can receive push notifications about them.  
2.  Beneﬁts 

• 

• 

The number of users is above 2.5 million, based on application downloads on mobile devices. EHR-
documents and ePrescriptions can be accessed in the application. The application is bilingual, apart 
from Hungarian, English language is also available. 

In November 2023, the EgészségAblak functionality expanded to display appointments published in 
the EESZT national eHealth infrastructure and now allows patients to view and cancel appointments 
if needed, freeing up capacity for others.  

•  More than 800 thousand of ePrescriptions are dispensed daily, which became available through the 
EgészségAblak mobile application as well, also helping pharmacists during the redemption process. 

• 

The status of the social security number can be queried in real time, directly from the base registry, 
so the user can see whether their employer has actually notiﬁed the employment to the authority. 

3.  Key success factors 

•  Continuous development of the mobile application, expansion with additional functionalities.  
• 
Family members or any authorized individuals can also access documents and prescriptions 
through the mobile application, with the appropriate authorization. 

4.  More information 
More information can be found at:  

• 
• 

• 
• 

https://www.eeszt.gov.hu/hu/dokumentumok-az-egeszsegablak-mobilapplikacioban 
https://egeszsegvonal.gov.hu/u-u/230-ellatorendszer/ellatasi-rend/2344-egeszsegablak-
alkalmazas.html  
https://apps.apple.com/hu/app/eg%C3%A9szs%C3%A9gablak/id1550970543 
https://play.google.com/store/apps/details?id=hu.gov.eeszt.mgw.app.allampolgari&hl=hu&gl=US  

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5. Starting a Small Claims Procedure 

“Consumers should never be discouraged from seeking 
redress because of complex or too costly procedures.” 

Didier Reynders, Commissioner for Justice 

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5 Starting a Small Claims Procedure 

In the realm of legal aﬀairs within the EU, facilitating citizens' 
ability to eﬃciently initiate small claims procedures is 
fundamental to upholding the rights established by legislators. 
The advent of digitalization presents a pivotal opportunity to 
enhance this process, oﬀering signiﬁcant advantages that 
transcend geographical boundaries and temporal constraints. By 
providing small claims services digitally, governments can 
signiﬁcantly lower entry barriers, thereby democratizing access 
to justice. Citizens are aﬀorded the ﬂexibility to engage with 
these services at their convenience, unrestricted by the 
limitations of physical location or operating hours.                                                                 

The Starting a Small Claims Procedure life event evaluates 
to what extent Europeans can manage their legal aﬀairs 
with clarity and conﬁdence. From accessing relevant 
legislation relating to submitting claims, to monitoring 
case progress, and appealing court decisions, this life 
event evaluates support provided for individuals 
submitting small claims. The digitalization of small claims 
procedures also streamlines and expedites claims 
submitted from a cross-border perspective (citizens 
seeking information/services in other EU countries than 
their own), enabling European citizens to participate in 
foreign judicial systems. As all non-EU member states 
have similar procedures, this life event is suitable for 
comparison. 

Figure 5.1 shows the overall performance per country for 
this life event. The Small Claims Procedure life event 
emerges once more as the domain exhibiting the lowest 
level of digitalization in this year's evaluation, with an 
average overall score of 61 points or the EU27+. Non-
digital procedures remain prevalent for people who want 
to start a court procedure. 

16% of all measured countries achieved scores of 80% 
and above, with Malta, Latvia, and Estonia once again 
standing out as the sole countries with an overall 
maturity exceeding 90%.  However, 43% of countries still 
score below 60%, indicating a strong need to increase the 
competency of this life event in future years. 

Figure 5.1: Overall performance of the participating countries for the 
Starting a Small Claims Procedure life event 

Shortened Persona: Starting a Small Claims 
Procedure 

George, a 25-year-old photography enthusiast, 
recently purchased a new camera from an e-
commerce platform in another European country. 
Upon delivery, he discovers a broken accessory lens 
and contacts the supplier for redress. Despite the 
supplier's refusal to take responsibility, George 
decides to initiate a European Small Claims 
Procedure. 

To begin the process, George seeks relevant 
information on ﬁling a claim and understanding his 
rights as a consumer. Once equipped with the 
necessary knowledge, he submits his claim to the 
relevant authority and presents his case. Throughout 
the proceedings, George diligently tracks key 
milestones, including the time to verdict and case-
handling steps. 

Despite an initial setback with an unfavorable 
judgment, George exercises his right to appeal the 
decision. This time, his perseverance pays oﬀ, 
resulting in a favorable outcome and the receipt of 
compensation for incurred expenses. 

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eGovernment Benchmark 2024 Background Report 

Figure 5.2: Country averages of all key dimensions for the Small Claims Procedure life event for the years 2023 and 2021 

5.1. User centricity  

The User Centricity benchmark focusses on the Online Availability, Mobile Friendliness and Usability of the 
services. User Centricity in service delivery enables citizens and businesses to get an optimal experience when 
dealing with public administrations. This section describes in detail the results for Online Availability and for 
Mobile Friendliness for the Small Claims Procedure life event. 

Online availability  
The score of the indicator Online availability for Small Claims Procedure life event is 86 points. This score is 
based on three questions: the availability of information about a service online, the possibility to complete the 
service online, and the possibility to ﬁnd the website via a government portal. 

Figure 5.2 displays the extent to which services are available online and whether the services are mobile friendly 
for the Small Claims Procedure life event. On average Europeans can complete four-ﬁﬅhs (82%) of services for 
the Small Claims Procedure life event online. For another 16% of the services, information could be found online 
but online completion of the services was not possible.  

Much like the previous measurement of this life event, the extended (informational) services obtain higher scores 
than basic (transactional) services.  Namely, the services Monitor status of case (97% service online), Check 
relevant legislation and rights for defending your case (89% service online), Check procedural steps for starting a 
small claims procedure (88% service online) are the services with the highest scores. Start a small claim 
procedure maintains its upwards trajectory while being available online in three-fourths of cases (77%). The most 
improvement was seen in the Submit evidence documents (78%) and Appeal against court decision (64%) 
services, demonstrating greater focus on improving transactional Small Claims Procedure services since the 
previous report. 

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Figure 5.3: Online availability and mobile friendliness of services in the Small Claims Procedure life event 

Mobile Friendliness 
In comparison to the preceding report, signiﬁcant enhancements in mobile friendliness within the Small Claims 
Procedure life event have been observed. Notably, with an overall score of 96 points and 16-point augmentation 
since the previous report, it can conﬁdently be stated that Small Claims Procedure-related online services exhibit 
suﬃcient accessibility on mobile devices. This notable progress stems from a 10-point elevation across all 
evaluated services within this life event since the prior report, resulting in all six services surpassing the 90% 
score threshold. 

User support 
The government portals of the Starting a Small Claims Procedure life event oﬀer adequate functionalities for 
users to ask for help, contact oﬃcials, or voice their opinions. The score for the User Support indicator is 88 
points, which is remarkably the lowest score compared to other life events included in this report. Portals in the 
Small Claims Procedure life event generally have dedicated FAQ sections for service assistance (95%), easy 
access to contact details (97%), and information on alternative service channels (100%). Additionally, Small 
Claims Procedure related portals oﬅen provide sections for lodging formal complaints, ensuring transparency and 
accountability (86%). 

5.2. Transparency 

Transparency comprises the indicators Transparency of Service Delivery, Transparency of Service Design and 
Transparency of Personal Data. Transparency of Service Delivery measures whether public services provide clear, 
openly communicated information about how the service is delivered. Transparency of Service Design assesses 
whether users can participate in policy and service design. Transparency of Personal Data evaluates to what 
extent users are in control of their personal data. 

Transparency of Service Delivery  
Figure 5.4 shows the extent to which features are made available to users to make the service process more 
transparent for each transactional services in the Starting a Small Claims Procedure life event.  Slightly more than 
seven out of 10 (72%) services in the Small Claims Procedure life event send users a delivery notice upon 
completion of the service. Nearly 3 out of 5 (59%) service website provide a progress tracker, making this the 
second highest scoring indicator in this life event.  

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However, most indicators under this indicator are underperforming in EU27+ countries. Notably, the estimation of 
the duration of the processes and the maximum time limit set for delivering a service is communicated to users 
in less than 50% of websites. Insuﬃcient clarity on these questions can result in user uncertainties, highlighting a 
critical area for enhancement to bolster citizen trust and satisfaction with eGovernment services. 

Services 
2.1 Submit small claims procedure (issue the claim to court)  
2.2 Submit evidence/supporting documents 
3.2 Appeal against court decision 
Average Starting a Small Claims Procedure 

Highest score 

Lowest score 

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63 
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36 
32 
31 
33 

Figure 5.4: European averages for features for transparent service delivery for services in the Small Claims Procedure life event 

Transparency of Personal Data 
The Small Claims Procedure Portals score 59 points for the Transparency of Personal Data indicator. This score is 
based on several questions that measures how well government institutions communicate how they use personal 
data. Although there's room for improvement across all indicators of Transparency of Personal Data, citizens 
beneﬁt most from features such as the ability to report incorrect or incomplete data (70%) and access to 
complaint procedures regarding data storage and usage (73%). 

Transparency of Service Design 
The Transparency of Service Design indicator for Starting a Small Claims Procedure life event scores 49 points, 
indicating that user participation in the policy and service design process is not a common occurrence. Although 
most portals provide information about policymaking and service design (86%), very few enable citizens to 
participate in policymaking and service design (46%), provide information about how policy and design are 
created (30%), and inform citizens about how they can participate in the creation of policy or design of a service 
themselves (32%). 

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5.3. Key enablers 

The Key Enablers dimension comprises four sub indicators: eID, eDocuments, Preﬁlled-forms and Digital Post. A 
national eID provides users with the possibility of secure authentication online, eDocuments help users send and 
receive veriﬁed ﬁles with the government, Pre-ﬁlled forms measures whether users only have to enter their data 
once and, lastly, Digital Post evaluates whether it is possible to communicate with the responsible authorities 
solely through digital channels. 

eID 
Figure 5.5 shows the extent to which citizens can use their eID for services in the Small Claims Procedure life 
event. In this domain slightly more than one-ﬁﬅh of services (21%) require users to authenticate oﬄine, 
necessitating the physical presence of users and their identiﬁcation documents at government premises. 
Conversely, citizens can use their eID to authenticate online for 62% of services. The use of eID is consistent 
across all services in this life event. Namely, in at least 60% of countries, citizens can use their eID for initiating a 
small claims procedure (59%), submitting supporting evidence for their case (67%), and appealing against certain 
court decisions (61%). 

Figure 5.5: Authentication possibilities for services in the Small Claims Procedure life event if authentication is required 

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eDocuments & Pre-filled forms 
Figure 5.6 shows the extent to which services in the Starting a Small Claims Procedure life event oﬀer the 
possibility to submit or download eDocuments that are required and how oﬅen personal information for users is 
preﬁlled on forms.  

Citizens could, on average, submit and obtain eDocuments for more than seven out of ten (76%) services in this 
life event, where such documentation is required. For the services where eDocuments could not be uploaded or 
downloaded, users need instead to send or receive a physical copy of the form to government departments in the 
relevant countries. Users could submit or download eDocuments in 85% of countries when starting a claims 
procedure. The process of submitting supporting documents/evidence for a claims procedure also facilitated the 
usage of eDocuments in an adequate 75% of countries.  

In terms of preﬁlling information, only 51% of services in the Small Claims Procedure domain have personal 
information pre-ﬁlled via Pre-ﬁlled Forms. Speciﬁcally, citizens oﬅen found had to manually enter information 
about themselves when attempting to submit a small claims procedure (50%) and Appeal against court decisions 
(43%). However, pre-ﬁlling capabilities were most apparent for EU citizens when attempting to submit 
evidence/supporting documents (59%). 

Digital Post 
For 68% of countries under evaluation, users can choose to receive digitally all their communications with the 
government related service in the Small Claims Procedure life event. 

Figure 5.6: Average indicator scores for eDocuments and Pre-filled Forms per Small Claims Procedure services 

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5.4. Cross-border Services 

Cross-border Services evaluates how easy it is for non-national users to access and use online services provided 
by public authorities in another European country. It is comprised of four indicators: Cross-border Online 
Availability, Cross-border User Support, Cross-border eID, and Cross-border eDocuments. These indicators 
measure if services are available online, if there are suﬃcient help functionalities, and if key enablers like eID and 
eDocuments work for people living or coming from abroad. 

Cross-border Online Availability 
The score for the indicator Cross-border online availability for the Starting a Small Claims Procedure life event 
stands at 51 points, which is lower than the EU average (62 points). This metric is derived by combining the 
availability of information about a service online for cross-border users and the possibility to complete the 
service online. 

Figure 5.7 shows how oﬅen cross-border users can obtain Small Claims Procedure services online in a foreign 
country. 44% of the services evaluated in this domain could be completed entirely online and an additional 22% 
of services at least had information about the service provided online in multiple languages. For the remaining 
34% of Small Claims Procedure -related services, non-nationals can neither complete the service online nor ﬁnd 
online information on how to complete the service through non-digital means. This year’s data reveals that 
transactional Small Claims Procedure services are oﬅen not fully available online for cross-border users. 
Speciﬁcally, Services such as submitting small claims, providing evidence/support documents, and appealing court 
decisions are available online less than 40% of the time for non-nationals. 

Similar to the previous report, the "Appeal against court decision" service shows the most potential for 
improvement. Currently, over two-ﬁﬅhs of countries do not oﬀer this service online for cross-border users, nor do 
they provide any information about it online for cross-border users.  

Cross-border User Support 

Figure 5.7: Cross-border online availability of Small Claims Procedure services 

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The Cross-border User Support indicator has a score of 54 points. The web portals used for Small Claims 
Procedure related services tend to have moderately acceptable help functionality accessible for non-national 
citizens (68%), but the provision of feedback mechanisms for non-nationals to express their opinions on the 
service is comparatively low (51%). Additionally, only 43% of Small Claims Procedure portals have complaint 
procedures available that are easily accessible for non-nationals.  

Cross-border eID and eDocuments 
There's a notable disparity in eID authentication availability between cross-border users and national users when 
accessing Small Claims Procedure services. While national users enjoy a 62% eID authentication rate for national 
services, cross-border users encounter a signiﬁcantly lower rate of only 14% for cross-border services. This 
highlights a clear gap in access to eID authentication mechanisms for cross-border users seeking Small Claims 
Procedure services compared to their national counterparts.8 

Authentication with eID per service 
2.1 Submit small claims procedure (issue the claim to court)  
2.2 Submit evidence/supporting documents 
3.2 Appeal against court decision 
Average Starting a Small Claims Procedure 

🏠  🛂 

59% 
67% 
61% 
62% 

18% 
15% 
9% 
14% 

Figure 5.8: Comparison eID for Health services, national and cross-border 

The availability of eDocuments for applying to Small Claims Procedure -related services shows a similar 
discrepancy between national and non-national citizens as seen with eIDs. Speciﬁcally, eDocument usage is 
accessible in 76% of European countries for national citizens but only in 31% of European countries for non-
national citizens. 

Opportunity to submit or download eDocuments, per service 
2.1 Submit small claims procedure (issue the claim to court)  
2.2 Submit evidence/supporting documents 
3.2 Appeal against court decision 
Average Starting a Small Claims Procedure 

🏠  🛂 

85% 
75% 
67% 
76% 

31% 
27% 
34% 
31% 

Figure 5.9: Comparison eDocuments for Small Claims Procedure services, national and cross-border 

8 For national eID the score to the question “F3: if it is possible to authenticate online, can you use your eID?” was taken 
instead of the score of the indicator, to ensure a valid comparison. The indicator score for national eID is a composite indicator 
of online authentication, eIC and Single Sign On (SSO). For cross-border eID the Cross-border eID score was taken. 

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Belgium (Flanders) – Flemish Mandate System 
Top-level benchmark 
User centricity, Cross-border services, Key enablers 
Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Career, Studying, Family 
1.  Good practice description 

The  Flemish  Mandate  System  (VMS)  is  a  new  digital  government  building  block  that  provides  for  the 
management of informal mandates, i.e. the management of agreements between two parties (citizens or 
organisations) whereby a mandator grants a mandate holder the right/power of attorney to act on his/her 
behalf. The actual management of these mandates (granting, modifying, deleting) is made available through 
the main portals of the Flemish government (e-loketondernemers.be, My Citizen Profile, et al.). VMS has been 
designed and built through an intensive collaboration process between the Flanders Digital agency and the 
Flanders innovation & entrepreneurship agency (VLAIO). 
In the first phase (go-live April 2024), the emphasis was placed on mandates between companies: as an 
entrepreneur, you can, for example, grant your accountant a mandate to apply for a licence on behalf of 
your company in an application of the Flemish government, or to manage your company's files in another 
application of the Flemish government. As a result, the Flanders Digital agency and VLAIO are once again 
lowering the threshold for the business sector to use the many digital services of the Flemish government.  
In the second phase (go-live January 2025), the focus will shift to mandates between natural persons: as a 
person in need of care, you can, for example, grant a healthcare provider the right to manage your electronic 
health data in an application of the Flemish government. By providing this possibility, the Flanders Digital 
agency is once again reinforcing its vision of guaranteeing maximum digital inclusion to citizens.  
2.  Beneﬁts 
•  Central management of mandates for all applications of the Flemish government 
• 

The possibility to delegate actions/interactions with the Flemish government to another organisation or 
natural person by means of a digital mandate 

3.  Key success factors 
• 

• 

Integrating an application with or registering a new organisation or user in the Flemish Mandate System 
is easy and quick 
The actual management of the mandates will take place in the portals of the Flemish government. E.g. 
mandates between companies will be administered on the e-loketondernemers.be of VLAIO, the portal 
for entrepreneurs. Mandates between natural persons will (in the second phase) be administered in My 
Citizen Proﬁle, the portal for citizens. Mandators and mandate holders therefore do not need to use or 
get to know a new portal, but can keep using their existing, familiar portal 

4.  More information 

More information can be found at:  

•  VMS: https://www.vlaanderen.be/uw-overheid/aanmelden-via-het-mandatenbeheer-van-de-
vlaamse-overheid-ssm-self-service-mandatenbeheer#self-service-mandatenbeheer 

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6. Moving 

“Migration and mobility spread knowledge, contribute 
to growth, innovation and social dynamism.” 

Margarítis Schinás, Commissioner for Promoting our European Way of Life 

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6 Moving 

Moving to another country within the European Union is a 
signiﬁcant decision that many citizens undertake for various 
reasons such as work opportunities, education, or personal 
preferences. In this process, governments play a pivotal role in 
providing essential services to facilitate the relocation seamlessly. 
From assisting individuals in ﬁnding suitable accommodation to 
navigating the legal and administrative procedures required for 
moving to a new country, eﬀective government support is essential. 
Digital services oﬀered by governments further enhance this 
process by providing accessible information, online application 
procedures, and support channels for individuals relocating within 
the EU.  

Figure 6.1: Overall performance of the participating countries for the Moving 
life event 

The Moving Life event assesses services that citizens seek 
from governments when moving houses and places. Think 
for example about getting information on local facilities when moving abroad, registering your new address with 
the government, and at a later point in time, requesting a proof of residence. Such services serve as critical 
touchpoints in the complex journey of relocation, requiring 
seamless interaction between citizens and governmental bodies 
to ensure eﬃcient transitions. The aim of this section is to 
thoroughly investigate the digital accessibility and eﬃcacy of 
these services, elucidating the extent to which citizens can 
eﬀectively engage with their respective governments online to 
facilitate their relocation endeavours. 

Joyce, 44 years old, married and mother of three 
children has bought a new family house in another 
municipality and region within her country of 
residence. 

Shortened Persona: Moving 

Figure 6.1 shows the overall performance of each country in the 
EU27+ for the Moving life event and Figure 6.2 shows a 
comparison per country for data collected in 2021 and 2023. 
The European score for this life event is 73 points, an increase 
of 2 points from the previous report. 

Before moving she obtains information on the local 
facilities, she also makes sure she registers her new 
address in the municipality register and all other 
relevant authorities are notiﬁed about her changed 
addresses. Mail sent to her previous house would be 
a pity. Finally, she signs out at the old municipality 
and registers herself as the new owner of the house 
in the land register. 

Latvia demonstrates exceptional maturity in its provision of 
eGovernment services related to moving, achieving a near 
perfect score of 98 points. Their 4-point advancement is 
particularly noteworthy considering Latvia’s already prominent 
leadership in this domain in the previous report. Eight other 
countries score 90 points or more in the overall scoring: Malta 
(96 points), Iceland (95 points), Türkiye (95 points), Luxembourg 
(94 points), Denmark (92 points), Austria (92 points), and 
Estonia (90 points). Four countries score lower than 50 points 
for this life event: Romania (46 points), Montenegro (33 points), 
North Macedonia (24 points), and Moldova (23 points). Citizens 
in lower scoring countries will likely be required to appear in 
person at diﬀerent institutions to facilitate moving-related services. Furthermore, improvement in this life event 
since the previous report is clear, the count of countries scoring above 90 points has risen by 2, while the number 
of countries scoring below 50 remains unchanged, as Moldova was not assessed in the previous report. 

Aﬅer ﬁve years in her house, Joyce gets a new job in 
another EU country. She and her husband decide to 
move the family there for at least two years. She 
again obtains information on the local facilities and 
required permits to move there. She also obtains 
information on her rights and obligations when 
moving abroad. Finally, she registers her new 
address in the register of the country of destination. 

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eGovernment Benchmark 2024 Background Report 

Figure 6.2: Country averages of all key dimensions for the Moving life event 

6.1. User Centricity  

The User Centricity key dimension focusses on the Online Availability, Mobile Friendliness and User Support of the 
services. User centric services enable citizens and businesses to get an optimal experience when dealing with 
public administrations. This section describes in detail the results for Online Availability, Mobile Friendliness and 
User Support for the Studying life event. 

Online availability  
The score of the indicator Online Availability for the Moving life event is 91 points. This score is based on three 
questions: the availability of information about a service online, the possibility to complete the service online, and 
the possibility to ﬁnd the website via a government portal. Figure 6.3 shows that most moving-related services 
can be completed entirely online (86%). For the remaining 14% of the services, citizens could ﬁnd information 
about the service online, but needed to visit a government facility to complete the service.  

Although most services within this life event are transactional in nature, the informational service focused on 
monitoring the availability of local facilities stands out as the top performer (96%). Additionally, the services 
register new address with additional organisations (91%), Register you signing out from old municipality (91%), 
Obtain proof of residence (87%), are readily online for citizens. 

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Figure 6.3: Online availability and mobile friendliness of services in the Moving life event 

Apply for disabled facilities grant or similar beneﬁt (70%) ranks the lowest scoring service. In 30% of cases, while 
information about the service is available online, a visit to a government facility is still required for service 
completion. Nevertheless, this service improved substantially since the previous report (+13%), underscoring 
governmental eﬀorts to enhance accessibility for individuals with health conditions or impairments who rely on 
this online option. 

Mobile Friendliness 
Moving-related services oﬀered online demonstrate a high level of accessibility on mobile devices, with 4p.p. 
increase since the previous score and a near perfect (97%) mobile-friendliness score. Moreover, all services under 
this life event score 95% or higher in terms of mobile friendliness, with the largest improvement made in the 
Obtaining proof of residence service, increasing by 8p.p. 

User Support  
The government portals of the Moving life event oﬀer a range of functionalities to users to ask for help, contact 
oﬃcials, or voice their opinion Notably, all eight portal functions evaluated in this study for the Moving life event 
typically aligns closely with the EU27+ average, with deviations of approximately 4 points observed, both above 
and below. This trend is further reﬂected in the score for the EU27+ average of the overall User Support indicator 
for the Moving life event (92 points), which is in line with the other life events included in this report. 

6.2. Transparency  

Transparency  comprises  the  indicators  Transparency  of  Service  Delivery,  Transparency  of  Service  Design  and 
Transparency of Personal Data. Transparency of Service Delivery measures whether public services provide clear, 
openly communicated information about how the service is delivered. Transparency of Service Design assesses 
whether users can participate in policy and service design. Transparency of Personal Data evaluates to what extent 
users are in control of their personal data. 

Transparency of Service Delivery  
Figure 6.4 shows the extent to which features that enhance transparency of the service process are present on 
websites  for  study-related  services.  The  most  common  and  most  improved  (+3  p.p.)  transparency  feature 
incorporated  into  service  website  is  a  delivery  notice  that  informs  the  users  that  the  service  step  has  been 
completed successfully online (82%). Additionally, two out of three services have a progress tracker for the number 

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of steps that must be taken before completing the service, as well as information on the maximum time limit set 
for the administration to deliver the moving-related service. 

Despite its 4 p.p. increase since the previous report, Communication of information about the performance of the 
service  online  remains  the  lowest  scoring  function  (51%)  in  the  transparency  indicator  on  average  across  the 
EU27+. Additionally, only in 54% of cases are users provided with the option to save their progress on a moving-
related service procedure online, with only a 2p.p. increase since the previous report.  

Registering that you signed out from your old municipality (94%) is the top performing service across all 
transparency features. This service especially exceeds the average on the time-related transparency features. 
Websites for this service surpass the average score for moving-related services by 18% for providing delivery 
timelines, by 24% for providing an estimation of the process duration, and by 23% for draﬅ possibility. This 
means that, in general, users know when to expect an outcome on registering their relocation from another 
municipality.  

However, citizens who are eligible for grants that cover the cost of making a house more accessibility friendly, 
still encounter a relatively non-transparent service process. This is because all transparency functions under this 
service are considerably lower than the EU27+ average. However, improvements have been made since the 
previous report. For example, more countries provide information on service performance (+11p.p.) and a progress 
tracker (+9p.p.). 

Services 
1.2 Register new address in municipality register 
1.3 Register new address with additional organisations 
1.4 Obtain proof of residence 
1.5 Register you signing out from old municipality 
1.6 Apply for disabled facilities grant or similar benefit  
Average Moving 

Highest score 

Lowest score 

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91 
79 
94 
67 
82 

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79 
54 
85 
54 
67 

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79 
35 
85 
43 
56 

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88 
68 
91 
29 
70 

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46 
88 
19 
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51 
88 
31 
63 

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I
44 
76 
30 
85 
22 
51 

Figure 6.4: European averages for features for transparent service delivery for services in the Moving life event 

Transparency of Personal Data 
The Moving life event portals score 66 points for the Transparency of Personal Data indicator. This score is based 
on several questions that measures how well government institutions communicate how they use personal data. 
As an example of a speciﬁc survey question, citizens can notify the government online if they think that their 
personal data online is incorrect/incomplete in nearly eight out of ten countries (78%), demonstrating that 
governments enable citizens to verify their own data for residency matters. 

Transparency of Service Design 
The Transparency of Service Design indicator for the Business Start-up life event scores 64 points, which shows 
that there is room for more services to allow users to participate in policy and service design. Citizens are oﬅen 
informed about the policymaking process (94% of measured websites), however guidance on engaging in the 
service design process (43%) and understanding the principles behind digital service design (54%) is frequently 
deﬁcient. 

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6.3. Key enablers 

The Key Enablers dimension comprises four indicators: eID, eDocuments, Pre-ﬁlled Forms and Digital Post. A 
national eID provides users with the possibility of secure authentication online and eDocuments help users send 
and receive veriﬁed ﬁles with the government. Pre-ﬁlled Forms measures whether users can enter their data once 
or must duplicate data entry in multiple forms, and Digital Post evaluates whether it is possible to communicate 
with the responsible authorities solely through digital channels. 

eID 
Figure 6.5 shows the authentication possibilities for services in the Moving life event. For almost one out of six 
services in the Moving domain, users still need to authenticate oﬄine (15%), meaning that they must bring their 
identiﬁcation documents to a government building. In contrast, citizens can use their eID to authenticate online 
for 82% of services. Some services are more enabled for eID use than others. In 93% of countries, citizens can 
use their eID when notifying government organisations (i.e., agency and health care institutions) other than the 
new municipality, about their new address. Users can also use their eID when notifying their old municipality 
about their change of address to a new municipality (90%). 

Online authentication is becoming standard for most Moving services, yet oﬄine authentication remains 
necessary in many cases. For example, users wishing to register their new address with the competent authority 
will need to show documents in person in approximately one-ﬁﬅh of cases. Additionally, users wishing to apply for 
grants needed to make changes to their home due to a disability (i.e., widening doors, access improvements such 
as liﬅs), will need to authenticate in 22% of cases. 

Figure 6.5: Authentication possibilities for services in the Moving life event if authentication is required 

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eDocuments & Pre-filled Forms 
Figure 6.6 illustrates the degree to which Moving life event services provide options for submitting or 
downloading necessary eDocuments, as well as the frequency with which user personal information is 
automatically populated in forms. 

Citizens could, on average, submit or obtain eDocuments for close to 9 out of 10 (86%) services in this life event, 
where such documentation is required. eDocuments are especially accepted when deregistering from a previous 
municipality during a move (96%), registering a new address with additional organisations (90%), applying for 
disabled facilities grant (87%), and obtaining a proof of residence (84%). Conversely, registering a new address 
with the competent authority (74%) is the least enabled services for eDocuments.  

In terms of preﬁlling information, 79% of services in the Moving domain have personal information preﬁlled via 
Pre-ﬁlled Forms. Akin to their high scores for eDocuments, services Register you signing out from old municipality 
(96%) and Register new address with additional organisations (96%) demonstrate mature information preﬁlling 
capabilities. The Obtain proof of residence service (75%) saw the greatest increase in score compared to all other 
services in this life event since the previous study (+4 p.p.). 

Figure 6.6: Average indicator scores for eDocuments and Pre-filled Forms for services in the Moving life event  

Digital Post 
The average score for the Digital Post indicator for the Moving life event is 80 points. For moving-related services, 
citizens can access online communication from the central government in 76% of instances, compared to 68% 
when dealing with the local government through a designated mailbox. 

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6.4. Cross-border Services 

Cross-border Services evaluates how easy it is for non-national users to access and use online services provided 
by public authorities in another European country. It is comprised of four indicators: Cross-border Online 
Availability, Cross-border User Support, Cross-border eID, and Cross-border eDocuments. These indicators 
measure if services are available online, if there are suﬃcient help functionalities, and if key enablers like eID and 
eDocuments work for people living or coming from abroad. 

Cross-border Online Availability 
The score for the indicator Cross-border online availability for the Moving life event stands at 63 points. This 
metric is derived by combining the availability of information about a service online for cross-border users and 
the possibility to complete the service online.  

Cross-border users can complete slightly more than half of the Moving life event services (52%) online and an 
additional 25% of services at least had information about the service provided online in multiple languages, 
which enables cross-border users to go on and complete the service through non-digital channels. For the 
remaining 23% of moving-related services, non-national citizens can neither complete the service online nor ﬁnd 
online information on how to complete the service through non-digital means. Intriguingly, three out of four 
services measured in the Moving life event are only fully online in 40% of cases for cross-border users. Despite 
barriers with registering new address with the municipality, obtaining proof of residence, and obtaining 
registration certiﬁcate, citizens wishing to move abroad ﬁnd information about their new home country in most 
instances (84%). 

Figure 6.7: Cross-border online availability for services in the Studying life event 

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Cross-border User Support 
The Cross-border User Support indicator has a score of 69 points. On average, 78% of the web portals used for 
moving-related services have a help functionality accessible for non-national citizens. However, gaps persist in 
accommodating non-nationals' feedback and complaints. Speciﬁcally, only 68% of portals provide feedback 
mechanisms for non-nationals to give their opinion on the service, and only 62% have complaint procedures 
available that are easily accessible for non-nationals. 

Cross-border eID and eDocuments 
Figure 6.8 shows how oﬅen citizens can use an eID for Moving services, both from a national as well as cross-
border perspective. Across the board, there is a signiﬁcant disparity between services providing authentication via 
national eID (82%) and those facilitating authentication through cross-border eID (22%). However, much 
improvement has been made since the previous report. Cross-border eID authentication for Registering new 
address in municipality saw a 16 p.p. increase since the previous report, along with Obtaining proof of residence 
(+11 p.p.). This suggests greater interoperability of electronic authentication between countries for Moving-related 
services.9 

Authentication with eID per service 
1.2 Register new address in municipality register 
1.4 Obtain proof of residence 
2.2 Obtain a registration certiﬁcate 
Average Moving 

🏠  🛂 

72% 
85% 
- 
82% 

21% 
26% 
19% 
22% 

Figure 6.8: Comparison eID for Moving services, national and cross-border 

Figure 6.9 shows how frequently national and cross-border users could download or submit eDocuments for the 
services within the Moving life event. Non-national users were able to submit or download eDocuments for 61% 
of services under evaluation, compared to 86% for national citizens. The service of registering a new address in 
the municipality register stands out as top service for eDocument capabilities for cross-border users (69%). 
Additionally, this service exhibits the smallest disparity between national and cross-border users, with only a 5 
p.p. less than the score for national eDocuments. 

Opportunity to submit or download eDocuments, per service 
1.2 Register new address in municipality register 
1.4 Obtain proof of residence 
2.2 Obtain a registration certiﬁcate 
Average Moving 

🏠  🛂 

74% 
84% 
- 
86% 

69% 
63% 
53% 
62% 

Figure 6.9: Comparison eDocuments for Moving services, national and cross-border 

9 For national eID the score to the question “F3: if it is possible to authenticate online, can you use your eID?” was taken 
instead of the score of the indicator, to ensure a valid comparison. The indicator score for national eID is a composite indicator 
of online authentication, eIC and Single Sign On (SSO). For cross-border eID the Cross-border eID score was taken. 

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Italy – National Digital Data Platform 
Top-level benchmark 

User centricity 

Life event  

Health, Career, Studying, Family 

1.  Good practice description 
ANIS is the National Register of Tertiary Education, established pursuant to article 62-quinquies of 
Established by the art. 50-ter of the Italian law n. 82/2005, the National Digital Data Platform (known as 
“PDND”) is the tool that enables simple and secure information exchange between all public administrations. 
Every administration involved will be allowed to reuse and share data and documents through a machine to 
machine communication, upon the user’s approval. The integration of databases and services will generate 
an interoperable ecosystem able to ensure a virtuous data quality management cycle and implement the 
once-only principle. 
Through the interoperability public administrations will be enabled to solve problems and contraints related 
to a wide range of databases and fragmented information access, resulting in manual, repetitive actions 
and therefore a costly use of time and resources.  
In this perspective, PDND optimizes procedures and decreases the administrative burden through managing 
identiﬁcation and authorization levels, facilitating agreement execution among PA and consolidating access 
to all published e-services by the providers at a single point 

2.  Beneﬁts 
• 

The interoperability facilitated by the National Digital Data Platform (PDND) realizes the "once only” 
principle: citizens are no longer asked for data available to the Public Administrations, and self-
certiﬁcations can be avoided; 
The increase of data managed by Public Administrations is estimated to result in annual savings of 
approximately 5 billion of Euros; 

•  Contribute to a faster de-certiﬁcation process, making the entire information assets accessible to the 

• 

public and private sector, in compliance with the current regulatory framework; 
Improvement of services oﬀered by the private sector (e.g. Health Insurance companies can now 
automatically check some necessary personal data through the platform). The availability of more 
services provided by the private sector is expected in the next few months. 

3.  Key success factors 
• 

Establishment of constant cooperation among the public administrations involved in several diﬀerent 
tasks: to pinpoint high-value e-services to publish, explore potential issues, and further reﬁne the 
service quality and usability of the platform itself; 
The adoption of a ﬂexible legislative framework aiming to facilitate an constant and responsive 
enhancement of the functionalities of the platform; 

• 

• 

4.  More information 
More information can be found at  Piattaforma Digitale Nazionale Dati - Interoperabilità (pagopa.it) 

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7. Transport 

“It is a key achievement and cornerstone of the EU 
Single Market that people can live, work and study in 
other EU Member States.” 

Valdis Dombrovskis, Executive Vice-president for an Economy that Works for People 

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7 Transport 

The availability of transport services online is not just a 
matter of convenience; it also promotes accessibility and 
inclusivity for all EU citizens. By oﬀering these services 
digitally, governments enable individuals, regardless of 
their location or physical mobility, to access essential 
transportation information and services. For commuters, 
this means being able to plan their journeys, check routes 
and schedules, and purchase tickets from the comfort of 
their homes or on the go, reducing the time and eﬀort 
traditionally associated with such tasks. Additionally, for 
individuals with impairments or mobility limitations, online 
accessibility ensures equal access to transportation resources, 
fostering greater independence and autonomy in their daily lives. 

Importantly, the provision of online transport services aligns 
with broader EU eﬀorts to promote sustainable and 
environmentally friendly modes of transportation. By 
facilitating the application process for subsidies on 
alternatively fuelled vehicles and emission stickers online, 
governments encourage citizens to make eco-conscious 
choices when it comes to their transportation options. This not 
only supports the EU's goals for reducing carbon emissions and 
combating climate change, but also contributes to the creation 
of cleaner and more liveable cities. 

Before 2020, the Transport life event only included services 
that related to owning and driving a car. Since the method 
update prior to the 2020 report, it goes by the name of 
Transport, as it includes a wider set of services. Thanks to this 
update, this life event now also reﬂects eGovernment maturity 
of services related to public transport and electric vehicles, 
both more sustainable methods of transport that are being 
used more and more for commutes. 

Figure 7.1: Overall performance of the participating countries for the 
Transport life event 

Shortened Persona: Transport 

Soﬁa has just reached pension age. She loves 
her family, with whom she can now spend more 
time. However, Soﬁa lives near the border and 
her family lives on the other side of the 
country.  

She decides to buy a car so she can travel to 
her (grand)children more oﬅen. Soﬁa cares 
about the environment (explaining why she did 
not drive a car for some years) and therefore 
chooses a (second hand) alternative fueled 
vehicle, for which she also beneﬁts from 
government ﬁnancial support.  

The average overall performance of the services within the 
Transport life event of the EU27+ countries is 69 points. This 
indicates that commuters are not always able to successfully 
depend on the digital services that they might require for their 
commute. Countries that score higher than 90 points are 
Luxembourg (93 points), Denmark (92 points), Malta (92 points) and Lithuania (90 points). There are ﬁve 
countries that score below 50 points on this spectrum, even going as low as 20 points. 

Aﬅer a while, Soﬁa’s (grand)children move to 
her city of residence. Public transport becomes 
much more convenient than driving in the busy 
streets. On sunny days she want to buy tickets 
online for herself and her (grand)children to go 
on family activities together. 

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Figure 7.2: Scores for the life event Transport, based on average of all four key dimensions 

7.1. User Centricity 

The User Centricity key dimension focuses on the Online Availability, Mobile Friendliness and User Support of 
government services. User centricity in service delivery enables citizens and businesses to have an optimal 
experience when dealing with public administrations. This section describes in detail the results for Online 
Availability, Mobile Friendliness and User Support for the Regular Business Operations life event. 

Online availability 
More than eight out of ten services (84%) can be fully completed online throughout Europe, as shown in Figure 
7.3. 13% of all the services in the Transport life event cannot be completed digitally, but users can at least ﬁnd 
information available on how to complete the service oﬄine. The remaining 3% of all services cannot be 
completed online, nor have digital information available. 

Services with an exceptional online availability are Apply for government support for alternative fuelled car, which 
can be completed digitally in 95% of the cases around Europe and has information available in all countries, and 
Check information and plan a journey, which can be completed digitally in 95% of the cases across Europe and 
has information available in 3% of the cases. A service which has room for improvement in its Online Availability 
across Europe is Obtain a parking permit. 34% of all cases of this service cannot be completed online, obstructing 
commuters from easily facilitating a parking spot for themselves. 

Citizens that travel by public transport can buy their tickets in 89% of all countries. However, when they 
experience a delay during their travel and want to claim a refund, they can only do so in 81% of all countries and 
online information on requesting this refund is lacking in 18% of all the countries that oﬀer this service. 

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Figure 7.3: Online Availability and Mobile Friendliness per service for the Transport life event 

Mobile Friendliness 
Figure 7.3 also depicts how 96% of all services within the Transport life event are adaptive to mobile devices. 
Especially the websites for commuters that travel by public transport score very well on this indicator (97% or 
higher). This is especially beneﬁcial as these commuters can use their mobile phone easily to look for train, bus, 
or other public transport information while they are on their commute. The overall score for Mobile Friendliness is 
very high across this life event. The services through which users Obtain emission stickers has the most room for 
improvements, which is the case for 11% of all the websites that oﬀer this service. 

User Support 
The average score for User Support on the government portals evaluated for this life event is 93%. A notable 
score across the Transport portals is that 43% of all portals oﬀers an AI-powered chatbot. Besides the Regular 
Business Operations life event, Transport is the life event with the highest score on this topic. Complaint 
procedures are also available on more portals (92%) for this life event than on average across portals (88%). 

7.2. Transparency 

Transparency comprises the following indicators: Transparency of Service Delivery, Transparency of Service Design 
and Transparency of Personal Data. Transparency of Service Delivery measures whether public services provide 
clear, openly communicated information about how the service is delivered. Transparency of Service Design 
assesses whether users can participate in policy and service design. Transparency of Personal Data evaluates to 
what extent users are in control of their personal data. 

Transparency of Service Delivery 
The score for Transparency of Service Delivery sits at 39 points for Transport. This implies that there is much 
room for improvement in this domain. It is notable that this score has improved by 3% since the last 
measurements of the Transport life event, which were reported on in 2022. Figure 7.4 shows the averages for 
each service on the various questions that make up this indicator. 

Users are lacking transparency mostly regarding the time the online procedure will take. Just over half (53%) of 
the services include a progress tracker that shows the user how many steps they still need take before 
completion and only 29% of the services show an estimation of the online process duration. 

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A service that scores relatively well across all Transparency sub indicators is Declare vehicle/road tax. There are 
also still noticeable areas for improvement. For example, in only 44% of the countries that provide this service, 
users are informed about service performance. 

Another service that performs relatively well across most sub indicators is Apply for government support for 
alternative fuelled car, which delivers users a completing notice in 88% of all countries and allows users to save 
their information during the completion process in 61% of all countries. 

Services 
1.1 Register a second-hand car 
1.2 Apply for government support for alternative fuelled car 
2.1 Obtain a parking permit 
2.2 Declare vehicle/road tax 
2.3 Obtain permit for toll roads or vignettes 
2.4 Obtain emission stickers 
3.2 Obtain public transport tickets (standard tariﬀ) 
3.3 Appeal and claim a ticket refund 
Average Transport 

Highest score 

Lowest score 

e
c
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t
o
N
y
r
e
v
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72 
88 
55 
84 
87 
69 
82 
75 
77 

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52 
65 
33 
66 
57 
50 
53 
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24 
61 
19 
54 
29 
29 
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34 

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52 
45 
35 
57 
40 
39 
50 
43 
48 

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30 
35 
22 
48 
21 
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14 
29 

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32 
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22 
36 
18 
32 

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24 
25 
10 
44 
4 
28 
19 
15 
25 

Figure 7.4: Averages scores for the transparent service delivery for services for the Transport life event 

Transparency of Personal Data 
The average score for Transparency of Personal Data of all portals across Europe is 66 points. The sub indicators 
of this domain show that 78% of all countries have a portal in this life event that allows commuters to modify 
their personal data. On a less positive note, only 48% of the countries oﬀer a portal where users can see whether 
their personal data was consulted, and for what reason. This functionality can be included in more than half of 
the countries. 

Transparency of Service Design 
The average score for Transparency of Service Design on government portals sits at 65 points, which is slightly 
above the average of all life events (62 points). This can be attributed to its score on whether these Transport 
portals provide information on the user’s ability to participate in policy making processes, which is the case in 
68% of the countries. However, these portals are lagging in providing information regarding the process via which 
digital services are designed. This only happens in just over half of the countries (51%), which is lower than the 
average for this sub indicator across all life events (60%). 

7.3. Key Enablers 

The Key Enablers dimension comprises four sub indicators: eID, eDocuments, Pre-ﬁlled forms and Digital Post 
solutions. A national eID provides users with the possibility of secure authentication online, eDocuments help 
users send and receive veriﬁed ﬁles with the government, Pre-ﬁlled forms measures whether users only have to 
enter their data once, and lastly, Digital Post evaluates whether it is possible to communicate with the responsible 
authorities solely through digital. 

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eID 
The possibility to authenticate with a national eID is provided in 63% of all the Transport services across Europe. 
This demonstrates a substantial growth since the previous measurements that were reported in the 2022 report, 
where this ﬁgure was 63%. Figure 7.5 also shows that users cannot log in with an eID but are able to 
authenticate through another method in 23% of the cases where authentication is required. Online authentication 
is lacking completely in the remaining cases, which is 16%. These require commuters to physically authenticate 
somewhere, preventing them from easily obtaining a service. 

The type of service that has the highest eID implementation across Europe is Obtain emission stickers, where all 
available services in Europe provide eID authentication. This extraordinarily high score should be accompanied by 
the note that this service is not applicable in many European countries, because they do not make use of 
emission stickers. These countries are not considered in this score. For Register a second-hand car, commuters 
can authenticate safely and securely through their national eID in 88% of the countries. 

For Europeans that want to obtain a parking permit or appeal and claim a ticket refund, eID is not always present, 
respectively in only 37% and 36% of the countries. For commuters that are looking to Obtain public transport 
tickets, eID authentication is lacking for the most countries. However, it should be stated that an alternative 
method of authentication is available in most remaining cases, namely 60%. 

Figure 7.5: Authentication possibilities for services in the Transport life event if authentication is required 

eDocuments & Pre-filled forms 
Figure 7.6 depicts for each Transport service the percentage of countries that provide their users with the option 
to download or submit eDocuments. On average across this life event, in 81% of the cases, users can do so. A 
noteworthy score is that all users across Europe can download their public transport ticket once they have 
successfully requested one. 

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Figure 7.6 also depicts for each service the percentage of countries where users are aided by automatic preﬁlling 
of their personal data when ﬁlling in a digital form. On average, this is the case for just over half the cases (52%). 
The diﬀerence across services is substantial for this sub indicator, ranging from 25% for users that want to 
Obtain public transport tickets to 89% for users that are looking to Declare vehicle/road tax. 

The average availability of both eDocuments and Preﬁlled-forms have each improved with a few percentages 
(respectively 6% and 4%) since the previous measurements, which were reported in the 2022 report. 

Figure 7.6: eDocument and Pre-filled Forms per service for the Transport life event 

Digital Post 
The average score across Europe for Digital Post is 70 points. Commuters can receive their post online in 76% of 
the countries from central governments via a dedicated mailbox, which is slightly lower than the average across 
all life events (85%). These online mailboxes are less developed by local governments, as their Transport portals 
only provide such a dedicated mailbox in 46% of the countries. This is substantially lower than the average 
across all life events for this sub indicator (60%). 

7.4. Cross-border Services 

Cross-border Services evaluates how easy it is for foreign users to access and use online services provided by 
public authorities. It is comprised of four indicators: Cross-border Online Availability, Cross-border User Support, 
Cross-border eID and Cross-border eDocuments. These indicators measure if services are available online, 
whether there is suﬃcient user support and if key enablers such as eID and eDocuments work for people living or 
coming from abroad. 

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Cross-border Online Availability 
The average score for Cross-border Online Availability for the Transport life event stands at 79 points, which is an 
aggregated score of this indicator’s sub questions. This indicates that Transport-related services are more tailored 
to international users than all services on average, which score an average of 62 points. 

Figure 7.7 shows that across the relevant Transport services, 67% of them can be fully completed online by 
cross-border users. For 16% of these services, information is provided, while cross-border users are required to 
complete the service oﬄine. For 18% of the services, the service must be completed oﬄine and information for 
cross-border users is missing. This means that the Transport life event has the highest online availability for 
international users of all the nine life events, indicating that the services are relatively well tailored to cross-
border commuters. On the other hand, national users can fully complete transport-related services in 84% of the 
cases. Which shows that there are still gaps to close between the service-oﬀering for national and international 
users. 

The service with the highest Cross-border Online Availability is Check information and plan a public transport 
journey, which is available to international users in 95% of the European countries. This is especially useful, as 
international visitors might opt for public transport more oﬅen. In 79% of the countries, these commuters can 
also actually obtain a ticket for their travel via public transport and can at least ﬁnd online information on how to 
obtain a ticket in 18% of the countries. 

International citizens that are looking to Register a second-hand car oﬅen face barriers while doing so. Only in 
39% of the countries, they can fully complete the service digitally. In 30% of the cases can they at least ﬁnd 
information digitally, yet in the remaining 31% they must ﬁnd information and complete the service fully oﬄine. 

Figure 7.7: Services online for cross-border users in the Transport life event 

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Cross-border User Support 
The average score for Cross-border User Support for the Transport life event stands at 67 points, which shows a 
small increase of 2 points since the last measurements which were reported in the 2022 report. This score is 
slightly below the average across the nine life events. This means that feedback mechanisms and complaint 
procedures are slightly less available for international users across the transport-related portals, compared to the 
average European portal. These portals help cross-border users to easily start and complete their online journey, 
for both private and public transport. 

Cross-border eID 
The availability of safe and easy authentication is important to both national and cross-border users when they 
are dealing with public online services. The availability of a national and cross-border eID plays a big role in 
providing this to these citizens. Figure 7.8 shows the diﬀerence in availability of an eID system to national and 
cross-border users. On average in the Transport life event, national users beneﬁt from an eID system in 63% of 
the services, whereas this is only the case for 24% of the services that cross-border commuters use. The biggest 
discrepancy sits within the Obtain emission stickers service, where only 20% of the international users beneﬁt 
from a cross-border eID system, such as eIDAS. 

It should be noted that the average availability of an eID system has increased for both national and 
international users, since the last measurements that were reported in 2022. At the time, national users 
beneﬁted from an eID system in 51% of the services (12 p.p. increase), and cross-border users did so in 15% of 
the cases (9 p.p. increase).10 

Authentication with eID per service 
1.1 Register a second-hand car 
2.3 Obtain permit for toll roads or vignettes 
2.4 Obtain emission stickers 
3.2 Obtain public transport tickets (standard tariﬀ) 
3.3 Appeal and claim a ticket refund 
Average Transport 

🏠  🛂 

88% 
41% 
100% 
30% 
36% 
63% 

23% 
33% 
20% 
23% 
25% 
24% 

Figure 7.8: Comparison eID for Transport services, national and cross-border 

10 For national eID the score to the question “F3: if it is possible to authenticate online, can you use your eID?” was taken 
instead of the score of the indicator, to ensure a valid comparison. The indicator score for national eID is a composite indicator 
of online authentication, eIC and Single Sign On (SSO). For cross-border eID the Cross-border eID score was taken. 

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Cross-border eDocuments 
Figure 7.9 shows the diﬀerence between the extent to which national and international users can submit or 
obtain documents digitally. On average across the Transport life event, national users can do so in 81% of the 
services and cross-border users can do so in 64% of the services. This means that international commuters are 
lacking the possibility to process their documentation fully digitally in comparison to the national users. For users 
that want to Obtain public transport tickets, all national users are able to download their ticket, while this is only 
the case in 57% of the countries for cross-border users. 

A notable score is seen for the Obtain emission stickers score, which demonstrates that many (86%) of the 
national users can obtain or submit documentation digitally and all cross-border users that require 
eDocumentation can submit or obtain this. This extraordinarily high score must again be accompanied by the note 
that this service is not considered applicable in many countries. And if it is considered applicable, it might not 
require any form of documentation. These instances of services are not considered in this percentage. 

Opportunity to submit or download eDocuments, per service 
1.1 Register a second-hand car 
2.3 Obtain permit for toll roads or vignettes 
2.4 Obtain emission stickers 
3.2 Obtain public transport tickets (standard tariﬀ) 
3.3 Appeal and claim a ticket refund 
Average Transport 

🏠  🛂 

81% 
64% 
86% 
100% 
86% 
81% 

48% 
50% 
100% 
57% 
69% 
64% 

Figure 7.9: Comparison eDocuments for Transport services, national and cross-border 

cross- border 

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eGovernment Benchmark 2024 Background Report 

Czech Republic – E-vignette for the Czech Republic 
Top-level benchmark 
User centricity, Transparency, Cross-border services  

Life event  
Transport  

1.  Good practice description 
The e-vignette service makes it possible to purchase an electronic vignette for all vehicles with four wheels 
and a maximum weight of 3,5 tons quickly online from the PC, tablet, or smartphone, as well as at the country 
border in kiosks or at sales point – Czech posts and petrol stations EuroOil. Citizens and visitors can submit 
online  their  notice  of  motorway  electronic  vignette  exemption,  as  is  explained  at  the  dedicated  website 
www.edalnice.cz. Families and businesses owning several vehicles use the option to make bulk purchases by 
filling-in or editing data for all their vehicles at once, and then pay via card or a bank transfer. Service users 
can manage information about purchased vignettes, change   validity dates or license plate number, as well 
as set their preferred notification and contact details.  
The e-Vignette service is also ﬁndable from the Transport Portal of the Ministry of Transport, which is 
interconnected with the Citizen Portal.  

2.  Beneﬁts 
•  90% of users pay their motorway e-vignette online 24/7/365 via www.edalnice.cz. 
•  An e-vignette saves time because it must be purchased before the journey and not only at a service 

• 

station, petrol station or toll stating and is aﬃxed to the vehicle. 
The more eﬃcient control of the time-based toll payments by authorities is done through the register of 
payments and exemptions. The check is performed on the toll road using patrol cars equipped with 
cameras to scan the license plates, by connecting to control gates, or by checking at rest stops and 
parking lots. 

3.  Key success factors 
• 

The multiple interests of various target groups were considered when developing the solution, including 
citizens using toll roads, national police, customs administrations, and the State Fund for Transport 
Infrastructure of the Czech Republic. 

•  Multichannel approach to service provision includes the e-shop, kiosks  

and distribution API.  

•  Ongoing collaboration between the administrator of the e-Vignette information system (the State Fund 
for Transport Infrastructure) and the system operator (the National Centre for Transport Information 
Systems - CENDIS).   

4.  More information 
More information in six languages can be found at: www.edalnice.cz.  

Description of the service and related life event is provided at the Czech Portal of Public Administration 
https://portal.gov.cz/sluzby-vs/S5400  

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Annex. Good Practices 

Table of Content 

Albania – e-Albania plaUorm ......................................................................................................................... 96 
Austria – Digital proof of age ......................................................................................................................... 97 
Austria – eGovernment strategy 2023 ........................................................................................................... 98 
Belgium – Federal AcAon Plan AdministraAve SimpliﬁcaAon ........................................................................ 99 
Belgium – JustAct ......................................................................................................................................... 100 
Belgium – Chatbots as a managed service ................................................................................................... 101 
Belgium (Flanders) – Flemish Access Management & LeerID ...................................................................... 102 
Belgium (Flanders) – Dynamic forms engine ............................................................................................... 103 
Belgium (Flanders) – Global government header ........................................................................................ 104 
Belgium (Flanders) – Flemish IdenAty Management ................................................................................... 105 
Belgium (Flanders) – Interoperable Traﬃc Measurements for Mobility Data Space ................................... 106 
Bulgaria – Single portal for access to electronic administraAve services (egov.bg) ..................................... 107 
Switzerland – E-ID / AGOV ........................................................................................................................... 108 
Switzerland – I14Y (Interoperability plaUorm) ............................................................................................. 109 
Cyprus  – Tax For All – The Integrated Tax AdministraAon System of the Cyprus Tax Department. ............. 110 
Cyprus – Update my personal details .......................................................................................................... 111 
Czech Republic – Client Zone of Ministry of Labour and Social Aﬀairs “Jenda” ........................................... 112 
Czech Republic – The “Transport Portal” of the Czech Ministry of Transport .............................................. 113 
Czech Republic – MigraAon of government websites to a single “.gov.cz” domain ..................................... 114 
Germany – AdministraAon Cloud ................................................................................................................ 115 
Denmark – Public Access to Environmental Assessments (EA) .................................................................... 116 
Denmark – MitID Erhverv ............................................................................................................................ 117 
Estonia – Neurokõne .................................................................................................................................... 118 
Greece  – Gov.gr AI digital assistant chatbot ............................................................................................... 119 
Greece  – NaAonal Registry of Pet Animals ................................................................................................. 120 
Greece  – Vehicle registraAon ...................................................................................................................... 121 
Spain – My ciAzen folder .............................................................................................................................. 122 
Spain: Cybersecurity OperaAons Centre of the General State AdministraAon and its Public Bodies .......... 123 
Spain – Galicia – Xemelgo Dixital ................................................................................................................. 124 
Finland – Suomi.fe e-AuthorizaAons ............................................................................................................ 125 
France – ProacAve administraAon ............................................................................................................... 126 
CroaAa – Foreign professional qualiﬁcaAon recogniAon in the healthcare and educaAon system ............. 127 
CroaAa – eTourism informaAon system ....................................................................................................... 128 
CroaAa – Industrial design and trademark registraAon ............................................................................... 129 
Hungary – AutomaAc Public AdministraAon Decision-Making (AKD) building block for Public AdministraAon 
reuse: pilot automaAon of second-hand vehicle registraAon ...................................................................... 130 
Hungary – Public grocery price monitoring system and comparison website (Árﬁgyelő) ........................... 131 
Hungary – eVAT system – automaAc draoing of eVAT declaraAon .............................................................. 132 
Ireland – Life Events App ............................................................................................................................. 133 
Iceland – Digital agency from A to Z ............................................................................................................ 134 
Italy – ANIS (NaAonal Register of TerAary EducaAon) .................................................................................. 135 
Latvia – E-government Gateway Service Catalogue ..................................................................................... 136 
Lithuania – E-government Gateway Service Catalogue ............................................................................... 137 

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eGovernment Benchmark 2024 Background Report 

Lithuania – Improving the maturity level of IT governance in the public sector ......................................... 138 
Lithuania – ClassiﬁcaAon of naAonal digital assets ...................................................................................... 139 
Lithuania – Parliament of the Republic of Lithuania. Open Seimas PlaUorm .............................................. 140 
Lithuania – Cultural Infrastructure Center. Digital soluAon to idenAfy damage to historic buildings .......... 141 
Lithuania – Dubysa Upper School in Šiauliai region. Data analyAcs plaUorm to improve student 
achievement ................................................................................................................................................ 142 
Lithuania – The Wizard of Financial Instruments ......................................................................................... 143 
Luxembourgh – Live esAmated waiAng Ame ............................................................................................... 144 
Latvia – e-IdenAty un eSignature integraAon API ........................................................................................ 145 
Latvia – DDOS .............................................................................................................................................. 146 
Latvia – SOC Service with advanced Cyber Incident DetecAon and Response  Advanced Cyber Incident 
DetecAon and Response .............................................................................................................................. 147 
Montenegro – Electronic enrollment services ............................................................................................. 148 
North Macedonia – The Catalogue of Public Services ................................................................................. 149 
Malta – Shared WordPress HosAng PlaUorm ............................................................................................... 150 
Netherlands – Improvement of combined registraAon for starAng a Business ........................................... 151 
Norway – DigiUng (Youth-centered digital health intervenAons) ................................................................ 152 
Poland – Biznes.gov.pl with Entrepreneur’s Account, business start up online service in CEIDG system 
(Central Register and InformaAon on Economic AcAvity), Help Center, Data warehouse ........................... 153 
Poland – Setlement of accounts in the e-tax oﬃce service (e-Urząd Skarbowy - eUS) .............................. 154 
Poland – Cybersecurity CerAﬁcaAon Programme for Business .................................................................... 156 
Portugal – Virtual Assistant (Ai) ................................................................................................................... 157 
Romania – The use of AI in the Digital Policy Lab ........................................................................................ 158 
Romania – ION, ﬁrst AI governmental adviser ............................................................................................. 159 
Romania – MoIAs’ Services HUB .................................................................................................................. 160 
Serbia – “I Protect You” plaUorm ................................................................................................................. 161 
Serbia – “Welcome to Serbia” portal ........................................................................................................... 162 
Sweden – Mina Ombud ............................................................................................................................... 163 
Sweden – Covid Bevis .................................................................................................................................. 164 
Slovenia – The TRAY – a common plaUorm for naAonal and cross-border data exchange supported by AI 165 
Slovakia – Electronic Sick Leave ................................................................................................................... 166 
Türkiye – NeyimVar? (What’s the mater with me?) ApplicaAon ................................................................. 167 
Türkiye – Kolay İhracat PlaUormu (KİP) (Easy Export PlaUorm (EEP)) .......................................................... 168 
Türkiye – My Military Service - Integrated Service ...................................................................................... 169 

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eGovernment Benchmark 2024 Background Report 

Albania – e-Albania platform 
Top-level benchmark 
User centricity, Transparency, Key enablers, Cross-border services 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
The digital revolution of the public services in Albania has deeply changed the citizens perception about the 
electronic communication with the public institutions, for this reason today we provide 1227 online services 
or about 95% of the total public services. They are dedicated to a large category of users, starting with the 
employed, unemployed individuals, pupils, students, businesses, retired people, Albanian citizens abroad, or 
even  the  public  administration  employees,  etc.  e-Albania  offers  services  that  are  100%  reengineered  by 
making a complete paperless service. 
60  electronic  systems  are  connected  to  the  Governmental  Interoperability  Platform  (GG),  the  core 
architecture  that  enables  the  exchange  of  real-time  data  in  a  safe  and  reliable  manner.  Furthermore,  the 
services are also available in the mobile version and the dedicated mobile app, as it is user friendly and it is 
the easiest way to be used from all age, young and elderly people or even the social groups with less access 
to technology. 
As for the online support mechanism, e-Albania provides online helpdesk, that is designed to give the users 
information and support in response to their enquiry or in relation to specific queries, technical enquires, and 
e-services. An informative area on user support (FAQs and information on using the portal) is also available 
on the portal 
Each e-service has its description section, before it is used, where the user can get prior information on: 

• 
• 

The context of the service and its legal basis 
The necessary accompanying documentation (evidence), divided into two groups: 

• 

• 

The state-issued documents which are simply listed but are gathered by the public employee 
on behalf of the user, after giving his consent; 
The remaining documents such as self-declarations and private documents that should be 
provided by the user himself. 

The steps for applying for the service and its procedure until delivered 
The time necessary for the provision of the service 
Its costs 
The validity of the final document 
Information of the provider institution and problem-solving contacts 
The above-mentioned information on other languages, if applicable 

• 
• 
• 
• 
• 
• 
•  Other information 

2.  Beneﬁts 
Number of users (2. 8 million); more than 9 million euros saved from the removal of fees when providing e-
sealed documents free of charge; elimination of 999 years of waiting in lines.   

3.  Key success factors 

1)  centralized infrastructure 
2)  strong political will in the digital revolution. 

4.  More information 
More information can be found at: www.e-albania.al 

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eGovernment Benchmark 2024 Background Report 

Austria – Digital proof of age 
Top-level benchmark 
User centricity, Transparency, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
With  the  app  “e-Ausweise”  that  was  established  in  2022  it  is  now  also  possible  to  verify  your  age  within 
Austria. For maximum protection of your data, the verifying person only sees your photo, the time of the last 
update and whether you have reached the required age. Your name and date of birth remain anonymous. 

2.  Beneﬁts 

• 

Privacy friendly 

•  Data minimisation 

3.  Key success factors 

• 

Easy to use via the app “e-Ausweise” (You create a QR code using the "Verify age" function. The 
person carrying out the check selects which age authorization they would like to query in their 
app and scans your QR code. They conﬁrm their selection and the data is transferred). 

4.  More information 
More information can be found at: eAusweise: Digitaler Altersnachweis (oesterreich.gv.at) 

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eGovernment Benchmark 2024 Background Report 

Austria – eGovernment strategy 2023 
Top-level benchmark 
User centricity, Transparency, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Career, Studying, Family 

1.  Good practice description 
More  than  80  representatives  from  the  federal  government,  provinces,  cities  and  municipalities  have 
developed the joint e-government strategy as a direction and development for the Austrian administration. 
With  the  principles  "People  at  the  center",  "Innovative  services  for  a  digital  future"  and  "Building  the 
foundations for digital sovereignty" in the areas of citizens, companies, administration, overall architecture 
and basic components, the strategy addresses the key areas for the further development of trustworthy public 
services. 

2.  Beneﬁts 

• 

Future proof 

•  Comprehensive  (the  strategy  was  developed  with  the  involvement  of  diﬀerent  levels  of 
governmental administration; takes into account the perspective of citizens, entrepreneurs and 
administration employees when further developing digital services) 

3.  Key success factors 

• 

The well-established cooperation across federal government, provinces, cities and municipalities 
(so called BLSG) ensures cross-organizational, partnership-based collaboration in the area of e-
government. 

4.  More information 
More information can be found at: E-Government Strategie für Österreich (digitalaustria.gv.at) 

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eGovernment Benchmark 2024 Background Report 

Belgium – Federal Action Plan Administrative Simplification 
Top-level benchmark 
User centricity & Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
The  Belgian  Federal  Action  Plan  Administrative  Simplification  is  a  horizontal  overview  of  initiatives  in  the 
domains of administrative simplification and digitalisation. The updated version for 2022 – 2024 consists of 
48  projects.  The  plan  is  a  management  and  coordination  tool  for  monitoring  administrative  simplification 
projects by explicitly linking objectives, timelines, actions, milestones, resources, and authorities to strategic 
projects. 

2.  Beneﬁts 

• 

• 

• 

Trackability of existing and future projects 

Positive spillover eﬀects between diﬀerent projects, economies of scale 

Facilitating timely adjustments  

3.  Key success factors 

• 

• 

• 

The Action Plan contributes to the eﬀective execution of digitalisation projects  

Improved stakeholder engagement leads to better services for end users 

It contributes to the political objective of the current Belgian federal government to achieve a 
30% reduction in administrative burden by 2024 

4.  More information 
More information can be found at: https://news.belgium.be/nl/evaluatie-en-actualisatie-federaal-actieplan-
administratieve-vereenvoudiging-0  

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eGovernment Benchmark 2024 Background Report 

Belgium – JustAct 
Top-level benchmark 
User centricity, Key enablers 

Life event  
Regular business operations, Business start-up 

1.  Good practice description 
JustAct enables the digital establishment of a company or non-profit organization via the Belgian Just-on-
Web portal. 

2.  Beneﬁts 

• 

• 

JustAct allows companies and non-proﬁt organizations to register in Belgium through a 
completely digital platform 

It provides an intuitive user-centric web service including for those with little to no legal 
knowledge 

•  Users of JustAct save time compared to those choosing paper-based registration. 

3.  Key success factors 

• 

Increased accessibility of legal services for entrepreneurs and non-proﬁt organisations 

•  Simpliﬁed online processes (JustAct) integrated in one platform (Just-on-Web) 

•  Reduced risk of loss and errors vis-à-vis paper documentation 

4.  More information 
More information can be found at: https://egrf.prod.pub.techasadav.be/app/ & 
https://justitie.belgium.be/nl/nieuws/persberichten/een_onderneming_oprichten_en_beheren_in_enkele_kliks_
met_justact_op_just_on  

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eGovernment Benchmark 2024 Background Report 

Belgium – Chatbots as a managed service 
Top-level benchmark 
User centricity 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family  

1.  Good practice description 
The Federal Public Service Policy & Support (BOSA) offers a ‘Bot platform as a managed service’ for every 
Belgian  federal  public  instance.  By  gathering  user  feedback  and  building  expertise  within  BOSA  and  other 
government agencies, the Belgian federal public services strive to evolve from separate bots to an integrated 
digital assistant for citizens, facilitating their interaction with government services.  

2.  Beneﬁts 

•  24/7 accessible personalized service 

•  Reduced workload for contact centers 

• 

Integrated high-performing chatbots are to act as one-stop-shops for citizens 

3.  Key success factors 

• 

Feedback loops and training contribute to better performing chatbots 

•  Citizens get easier access to the information they are looking for 

•  Chatbots have the potential to contribute to administrative simpliﬁcation  

4.  More information 
More information can be found at: https://bosa.belgium.be/nl/services/chatbots  

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eGovernment Benchmark 2024 Background Report 

Belgium (Flanders) – Flemish Access Management & LeerID 
Top-level benchmark 
User centricity, Cross-border services, Key enablers 
Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Career, Studying, Family 
1.  Good practice description 

The Flemish Access Management (ACM) is the strong authentication infrastructure of the Flemish government: 
it  is  the  central  gateway  to  more  than  2,000  web  applications,  mobile  apps  and  APIs  of  the  Flemish 
government and the Flemish local authorities. Citizens, entrepreneurs and other users can use this access 
management  to  authenticate  themselves  using  a  generic  set  of  digital  keys  (MFA  –  Multi-Factor 
Authentication). ACM processes more than 19 million authentications on a monthly basis, and is used by more 
than 1.4 million unique users every month. 
Together with the Department of Education, Digital Flanders has now also added a single sign-on solution for 
primary and secondary school pupils: the LeerID (“SchoolingID”). Through the LeerID, students can now also 
log in in the same, uniform way to various digital learning tools and applications. For the youngest students, 
in 2023 a landing page was even designed where they can log in with an image password! 
2.  Beneﬁts 

•  ACM provides a safe, uniform and recognizable way for users to log in to applications of the Flemish 

government & Flemish local authorities 

•  ACM  oﬀers  a  single  sign-on  to  all  applications  within  the  Flemish  government  digital  services 

ecosystem 

•  ACM is integrated with the Flemish User Management (IDM), My Citizen Proﬁle, the Flemish Mandate 

System (VMS), the 4 main portals of the Flemish government, etc. 

3.  Key success factors 

• 

Integrating an application with the Access Management can be done easily and quickly as the Access 
Management infrastructure relies on the use of open standards 

•  A wide range of authentication digital keys can be used, that are well established in Flanders 

•  Access Management supports authentication via eIDAS. In April 2024 , eIDAS will also be rolled out 
across the whole Flemish government on all applications already using Access Management, based 
on an opt-out model. In this way, Digital Flanders is taking another giant step towards optimising 
cross-border access to the digital services of the Flemish government for non-Belgians 

4.  More information 

More information can be found at:  

•  ACM: https://www.vlaanderen.be/digitaal-vlaanderen/onze-oplossingen/veiligheidsbouwstenen-

applicatie-en-platformdiensten/toegangsbeheer 
LeerID: https://leerid.be/ 

• 

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Belgium (Flanders) – Dynamic forms engine 
Top-level benchmark 
User centricity, Key enablers  
Life event  
Regular business operations, Studying, Family  

1.  Good practice description 
The Dynamic forms engine is a low-code, self-service solution to allow civil servants to translate new regulations and 
legislative measures into electronic forms to be used in digital applications in no time. Almost no involvement of IT 
staff is needed to create a new digitalised application for citizens or enterprises. 

•  Simple and fast: the electronic forms to be used in digital applications can be created and managed by the 

• 

public service that wants the applications 
The electronic forms can be published on the My Citizen Proﬁle portal, sites using the WebPlatform content 
management system or own websites 

•  Smooth integration with other digital government building blocks: payment module, e-Box digital postbox, 

Access and Identity Management (ACM/IDM), ... 

•  Connection with authentic sources: base registries such as the address register and the national register of 

• 

natural persons can be accessed to pre-ﬁll the forms 
The data that is entered in the forms is smoothly and securely delivered to the back-end of the public 
service organization through API, e-mail or datahub 

2.  Beneﬁts 

•  Rapid conversion of new legislation into electronic forms that can be used in digital applications 

•  A central library with reusable electronic form components for all types of subsidies, permits, etc., with 

built-in integration with our MAGDA data exchange platform to automatically collect and pre-ﬁll forms with 
the necessary citizen or business data (‘once only’ principle) 

•  User-tested and WCAG-compliant user interface design that allows for consistency and accessibility in 

every new electronic form used in a digital application of the Flemish government 

3.  Key success factors 

•  No IT-development needed to quickly digitalise new government measures 

•  Consistent step-by-step process handling options make the use all new electronic forms predictable 

and easy to understand 

•  All electronic forms can be provided from 1 place, the central My Citizen Proﬁle that a citizen can log in 
to from over more than 400 websites of Flemish and local authorities through the “global government 
header” 

4.  More information 

More information can be found at: 

• 

Formulierentool: https://www.vlaanderen.be/digitaal-vlaanderen/onze-oplossingen/formulierentool 

•  Aanvraagmodule: 

https://assets.vlaanderen.be/image/upload/v1674036966/Redactiedag_WP_Aanvraagmodule_2023_01
_16_onwrzi.pdf 

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Belgium (Flanders) – Global government header 
Top-level benchmark 
User centricity, Transparency, Cross-border services 

Life event  
Regular business operations, Health, Moving, Transport, Studying, Family  

1.  Good practice description 

More than 1,000 websites of regional government services and local authorities in Flanders use the “Global 
government header”. The Global government header allows visitors to all these different government websites 
to log in to their central citizen profile, as a business owner, a citizen or a representative of an association, 
and access their relevant government-owned data. 

The Global government header provides the same access door on a 1,000 different government websites, 
providing users with an overview of all the data the government has on them, access to personalized services, 
to status information on subsidies and permits being applied for, and to a single electronic message box with 
official messages from a large number of public services. 

2.  Beneﬁts 

• 

• 

• 

• 

The header provides clear consistency in appearance of all the diﬀerent Flemish government 
websites, so that they can all easily be recognized as a trustworthy site  

The header oﬀers the user a single sign-on through the Flemish Access Management (ACM) to 
all the transactional applications and informative websites that use this header  

The header acts as a centralised digital “no wrong door” to government services 

The header provides access to a central contact center (e-mail, chat, phone) when the user 
needs help in using the government services 

3.  Key success factors 

• 

• 

• 

Through a simple and swiﬅ process, government websites can integrate the header in their 
information and service pages 

If a government websites needs to change the appearance of or the contact options in the 
header they can do this themselves through a self-service 

The diﬀerent portals for businesses, citizens and associations are linked and a user can easily 
change between these portals by simply selecting their appropriate proﬁle as a citizen, a 
business owner or an association representative 

4.  More information 

More information can be found at: https://www.vlaanderen.be/digitaal-vlaanderen/onze-oplossingen/mijn-
burgerproﬁel/global-header 

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eGovernment Benchmark 2024 Background Report 

Belgium (Flanders) – Flemish Identity Management 
Top-level benchmark 
User centricity, Cross-border services, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Career, Studying, Family 

1.  Good practice description 

The Flemish Identity Management (IDM) is the central authorization module of the Flemish Government: it is 
the platform which controls access to more than 1,000 applications of the Flemish government and Flemish 
local authorities. Today, more than 400,000 organisations – including all entities of the Flemish government, 
all Flemish local authorities, all Flemish education and training institutions and more than 200,000 companies 
– use IDM to manage the inflow and outflow of employees and their rights to access these applications.  

In 2023, IDM was enriched with additional authorization and registration functionalities for foreign companies, 
i.e.  companies  that  are  not  registered  in  the  federal  Crossroads  Bank  for  Enterprises.  For  example,  Dutch 
companies can register in IDM via a manual registration procedure for the time being, and set up access to 
applications of the Flemish government in IDM. As a result, we have succeeded in optimising to a large extent 
the cross-border digital services of the Flemish government for non-Belgians. 

2.  Beneﬁts 

•  Central  management  of  employees  and  of  their  accesses  for  all  applications  of  the  Flemish 

government 

•  Strict control over the inﬂow and outﬂow of employees and their application rights 

•  Provides the right access, tailored to each employee's range of tasks 

3.  Key success factors 

• 

Integrating  an  application  with  the  Identity  Management  or  registering  an  organization  in  the 
Identity Management can be done easily and quickly 

•  Delegated  management:  organizations  are  themselves  responsible  for  the  self-service 

management of their employees and accesses. 

• 

In 2023, functionality was added in IDM to automatically assign the appropriate user rights within 
enterprises 

4.  More information 

More information can be found at:  

• 

IDM: https://www.vlaanderen.be/digitaal-vlaanderen/onze-oplossingen/veiligheidsbouwstenen-
applicatie-en-platformdiensten/gebruikers-en-rechten-tot-je-digitale-toepassingen-beheren 

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eGovernment Benchmark 2024 Background Report 

Belgium (Flanders) – Interoperable Traffic Measurements for Mobility Data Space 
Top-level benchmark 
Cross-border services, Key enablers 
Life event  
Transport  
1.  Good practice description 

In Flanders, as part of the well-known Flemish Smart Data Space, we encourage sustainable data sharing. 
Mobility and transportation have emerged as initial focal points for our efforts. 
A significant challenge for improving transport and mobility lies in achieving the "modal shift," which involves 
transitioning travel behaviours by integrating various transportation modes such as public transit, shared bikes, 
and shared cars. This transition requires standardized data availability and exchange, a hurdle we address 
through  the  creation  of  a  Mobility  Data  Space.  By  prioritizing  sustainable  standardization,  publication,  and 
reuse of mobility data, we facilitate smooth application development for both public and private actors. Our 
efforts  encompass  reusing  semantic  assets,  developing  technical  standards,  building  blocks,  and  trust 
frameworks, fostering an open data ecosystem where data is shared and utilized reliably and uniformly. Via 
common data standards and cooperation protocols, we actively promote the development of smart-data and 
personal data space applications, beginning with a focus on traffic measurements in the Mobility Data Space. 
2.  Beneﬁts 

• 

The  solution  saves  considerable  amounts  of  money  and  eﬀort  by  eliminating  the  need  for 
customisation involved in traﬃc measurements data exchange 

•  Data  is  being  exchanged  cross-border,  private  companies  (eg.  Telraam)  are  onboarding  traﬃc 

measurements data from USA, Europe, ... 

•  More than 500 Flemish public and private entities use the data from traﬃc measurements for 
the construction of bicycle highways, zoning of shopping centres, charging stations, estimating 
environmental impacts, building hospitals,... They can all save money and time by acquiring the 
data and integrating it into their use cases, and e.g. building digital twins to make more informed 
policy  choices.  Private  companies,  engineering  ﬁrms,  mobility  app  developers  gain  from 
decentralised standardised data and can develop new business models 

3.  Key success factors 

• 

• 

• 

The same data source can be deployed for multiple use cases or multiple purposes, where each 
party gets the best possible insights from the data 
Partners can focus on their core tasks (data quality, extracting insights from the data, building 
new applications, etc.) thus making the data exchange and use more scalable and sustainable for 
the future 
The  data  space  successfully  reuses  existing  semantic  interoperability  building  blocks,  such  as 
OSLO,  and  technical  interoperability  building  blocks,  such  as  LDES  and  the  metadata 
Datavindplaats 

4.  More information 

More information can be found at:  

•  Data Space Traﬃc Measurements: https://www.vlaanderen.be/vlaamse-smart-data-space-

• 

portaal/use-cases/data-space-verkeersmetingen 
Implementation guideline Data Space Traﬃc Measurements: 
https://assets.vlaanderen.be/image/upload/v1702918086/Implementation_guideline_Dataspace_Ver
keersmetingen-ENGLISH_VERSION_ejwxwu.pdf  

106  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

Bulgaria – Single portal for access to electronic administrative services (egov.bg) 
Top-level benchmark 
User Centricity, Transparency, Key Enablers 

Life event  
Business Start-Up, Studying, Family, Career, Regular Business Operations, Moving, Transport, Starting a Small 
Claims Procedure  

1.  Good practice description 
The  Single  portal  for  access  to  electronic  administrative  services  of  the  Republic  of  Bulgaria  has  been 
upgraded to meet the needs of e-government users. The portal provides an easy-to-use interface for a simpler 
and more convenient way to use electronic services. The upgraded portal serves as a national point of contact 
under Regulation (EU) 2018/1724 of the European Parliament and of the Council of 2 October 2018. It is also 
compliant with the requirements of Directive (EU) 2016/2102 of 26 October 2016.  
Users  of  the  Portal  have  the  opportunity  to  use  a  personal  space  where  they  can  store  their  favorite 
(important)  services,  track  their  history  of  searched  and  /  or  requested  electronic  services,  as  well  as  the 
results of these services. 
At present, 439 electronic administrative services have been developed and published for centralized request 
through the Portal, 213 of which are provided by central administration, 170 by municipal, 32 by specialized 
territorial and 21 by regional administration. 
In response to the COVID-19 situation, a job application service was developed for the unemployed at the 
Labor Office, which is one of the most used electronic services. 

2.  Beneﬁts 

•  Single point of access for eGovernment services, personal information and electronic messages. 
•  Online services 24/7. 

3.  Key success factors 

•  Available for both citizens and businesses. 
•  Whole government cooperation in service design and delivery to have more digital services 

available. 

4.  More information 
More information can be found at: https://egov.bg/  

107  

 
 
 
 
 
 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Switzerland – E-ID / AGOV 
Top-level benchmark 
Key Enablers 

Life event  
Moving / Family 

1.  Good practice description 
The  CH-LOGIN  access  system  is  to  be  gradually  replaced  by  the  Switzerland-wide  AGOV 
authentication service. For the time being, CH-LOGIN will continue to be available. 
As soon as the state E-ID is available, you will also be able to use the E-ID to log in to authorities 
via AGOV. From AGOV's point of view, the E-ID can replace the AGOV access app. 

2.  Beneﬁts 
• 

In addition to the federal authorities, AGOV is also available to all other administrative 
levels in Switzerland (cantons, municipalities, cities); CH-LOGIN was restricted to the 
federal authorities. 

•  AGOV dispenses with the outdated login factors of CH-LOGIN such as passwords and 
SMS mTAN and relies on the highly hardened FIDO-based AGOV Access app and 
alternatively on FIDO hardware tokens. 

3.  Key success factors 

•  Can be used across all administrative levels 

•  Diﬀerent levels of trust (LoA) 

•  Easy to use, e.g. video identiﬁcation 

•  Security guaranteed, e.g. through bug bounty programme 

4.  More information 
More information can be found at: https://www.agov.admin.ch/de  

108  

 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Switzerland – I14Y (Interoperability platform) 
Top-level benchmark 
Key Enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
The I14Y interoperability platform is Switzerland’s national data catalogue. It ensures the eﬃcient exchange 
of data between public authorities, businesses and citizens. The platform provides an overview of structured 
public datasets, electronic interfaces of the Confederation, cantons and communes and makes their 
metadata publicly available. Its content and functions are continuously being expanded. A directory of 
government public services completes the oﬀer. 

2.  Beneﬁts 

•  Metadata are important for understanding the context of the data. The documentation of 

datasets provides a structured overview of data held by Swiss public authorities. The metadata 
catalogue documents which public authority holds which data, how that data is structured and 
how it may be accessed. 

•  All users can access the available data sources by means of the I14Y interoperability platform 
(open access or with the required rights). It also makes it easier to recognise information that 
has already been registered and to reuse it once only principle).  

• 

• 

The l14Y interoperability platform’s metadata catalogue fulﬁls the following main functions: 
Search engine, metadata register, description of data by means of metadata and glossary. 

The I14Y interoperability platform is a "API First" platform. It makes it easy to reuse the 
information that's available. 

3.  Key success factors 

• 

The I14Y interoperability platform provides basic functionality and content for the reuse of data. 

•  Private and public organisations can use the system to make their data more transparent for 

third parties. 

• 

• 

They can adopt existing and widely used concepts, thereby promoting data interoperability. This 
guarantees a solid foundation for their long-term use. 

I14Y promotes interoperability by using established standards such as DCAT and CPSV to 
describe datasets, APIs and government services. 

4.  More information 
More information is available at: https://www.i14y.admin.ch/de/home  

109  

 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Cyprus  – Tax For All – The Integrated Tax Administration System of the Cyprus Tax Department.  
Top-level benchmark 
User centricity, Transparency, Key enablers 
Life event  
Regular business operations 
1.  Good practice description 
Tax For All is the Integrated Tax Administration System of the Cyprus Tax Department that will gradually 
replace all internal and external IT systems. It will contribute tremendously to its Digital Transformation, 
meaning less paperwork through a case management system aimed at facilitating the everyday life of tax 
officers and providing traceability to taxpayers' requests. It provides real-time information from the 
taxpayer to the Tax Department and vice versa. TFA is implemented gradually following a hybrid approach. 
TFA’s Stage 1 went live successfully on 27th March 2023. The objective of Tax For All is to provide 
enhanced services to internal and external stakeholders and by the end of 2024 to be THE #OneStopShop 
for #TaxPayers in #Cyprus. 
In Stage 1, the registration process in the Tax Department's registry for all types of taxes is fully covered 
with electronic application registration. A significant aspect of Stage 1 is the inclusion of VAT, which allows 
taxpayers to have their evaluations and analyses conducted in real-time. Moreover, the system facilitates 
payment management for VAT, enabling taxpayers to make real-time payments using cards (credit and 
debit), with the TFA being instantly updated with those payments. Additionally, alternative payment methods 
like bank account transfers are available. The system also encompasses VAT Online Certificates, including 
Registration and Tax Clearance certificates. Furthermore, the submission of VAT Refunds is done online and 
undergoes automatic processing through case management. In terms of communication and inquiries 
regarding VAT matters, the system provides a platform for message exchange. Notably, the system offers 
pre-designed reports, and its integration with Power BI enables the creation of custom reports and 
statements for data analysis. The TFA grants the personnel of the department a comprehensive view of 
taxpayers' VAT-related information, which is readily accessible in their respective sections. The system 
interfaces with other governmental service systems, facilitating seamless information exchange. 
Importantly, the exchange of information between the system and the taxpayers' portal of the TFA is 
executed in real-time, ensuring prompt communication. A significant undertaking involved the cleansing and 
migration of data from older legacy systems, some of which have records dating as far back as 1992. This 
process involved carefully organizing, refining, and transferring historical tax data into the new integrated 
platform. By incorporating this legacy data, Tax For All ensures continuity and accessibility of historical tax 
records within a modernized framework, providing valuable insights and continuity for tax administration 
and compliance efforts. 
2.  Beneﬁts 

•  128.936 Tax Payers Connected  
•  43.987 Registrations 
•  2.282.054.730 € Indirect Taxes Collected 

•  480.186 VAT Returns Submitted  
•  379.068.421 € Refunds to the Taxpayers 

3.  Key success factors 

•  Well-Deﬁned Objectives 
•  Structured and Highly Trained Project Management Team (Roles and Responsibilities) 
•  Supportive and Highly Engaged Department Management (Tax Commissioner’s Support to the 

Project) 

•  Continuous Engagement with the Project by the Project Management Team 

4.  More information 
TFA - TAX FOR ALL, Welcome to Tax For All 

110  

 
 
eGovernment Benchmark 2024 Background Report 

Cyprus – Update my personal details 
Top-level benchmark 
User centricity, Transparency, Cross-border services, Key enablers 

Life event  
Health, Moving, Transport, Starting a small claims procedure, Career, Studying, Family  

1.  Good practice description 

The "Update My Personal Details" service is oﬀered by the Civil Registry and Migration Department and serves 
as a tactical solution in the government's eﬀorts to promote a single source of truth for citizen’s personal 
data. At its core, the service enables users to check and update their personal details such as email, postal 
address and mobile phone number from a single service point.  

The  service  represents  a  pivotal  step  towards  streamlining  government  operations  and  enhancing  citizen 
service delivery and lays the foundation for a strategic solution where all government systems will securely 
access and use personal data exclusively from this single source. This integration will ensure consistency and 
coherence across government services and will also enhance eﬃciency, enabling quicker responses to citizen 
inquiries and requests. 

2.  Beneﬁts 
Description of main beneﬁts 

• 

• 

Eﬃciency and convenience for citizens  

Ensure accuracy and integrity of citizen information 

3.  Key success factors  

Description of key factors that contributed to the success 

•  Political Commitment and support 

•  Adherence to Service Standard to ensure that the service has been developed based on the 

needs and preferences of citizens 

4.  More information 
More information can be found at: https://update-my-details.service.gov.cy/ 

111  

 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Czech Republic – Client Zone of Ministry of Labour and Social Affairs “Jenda” 
Top-level benchmark 

User centricity, Transparency, Key enablers  
Life event  

Career, Family  

1.  Good practice description 

The  Client  Zone  of  the  Ministry  of  Labor  and  Social  Affairs  (MLSA),  expanded  in  two  phases  during  2023, 
represents a unified platform for providing personalized services and handling the agendas of its clients. Built 
on the principles of a self-service web application, the Jenda Client Zone allows clients to log in using a secure 
National Identity (NIA) certificate and obtain up-to-date information on their services, particularly in the area 
of  state  social  support  –  parental  allowance,  child  benefit,  or  housing  allowance.  Clients  can  submit 
applications,  provide  documents,  report  changes,  and  manage  their  information  online  through  this  zone. 
Services are accessible anywhere via a personal PC or mobile device, even outside standard office hours. In 
the future, the MLSA Client Zone will be expanded to include additional service areas. 

2.  Beneﬁts 

•  By  the  end  of  year  2023  -  45,6  %  of  all  new  parental  allowance  applications,  
27,6 % of all new child beneﬁt applications and 36,5 % of all new housing allowance applications 
were submitted via this new online platform. 

• 

The possibility to gather feedback from the client regarding the service provided directly within 
the client zone following the submission of application. Jenda services received a following rating 
on the scale from 1 to 5 in terms of user comfort (1 = best rating): 1,4 for parental allowance 
(15 000 respondents), 1,6 for child beneﬁt (3000 respondents), 1,6 for housing allowance (5000 
respondents). Clients are also able to provide a free text response where they can include their 
ideas or comments on possible improvements. 

•  Gradual reduction of client application form processing time – current reduction is approx. by 25 

% on average. 

3.  Key success factors 

•  Personalization  and  streamlining  of  oﬀered  services  and  provided  information  –  clients  are 
provided  with  relevant  information  and  options  regarding  their  agendas  based  on  personal 
information provided by the client or received from internal systems. 

•  Automated  ﬁlling  of  the  application  forms  as  a  result  of  integration  between  diﬀerent  state 
databases increases speed of application submission process and decreases probability of input 
errors.  

•  Availability of services online 24/7 on diﬀerent types of devices contributes to user comfort. 

•  Secure, reliable and widely used authentication methods, such as Bank ID as part of National 

Identity tools. 
4.  More information 
More information can be found at: https://www.mpsv.cz/digitalizace  

112  

 
 
 
eGovernment Benchmark 2024 Background Report 

Czech Republic – The “Transport Portal” of the Czech Ministry of Transport 
Top-level benchmark 
User centricity, Transparency, Cross-border services, Key enablers  

Life event  
Transport 

1.  Good practice description 

is  a  gateway 

“Transport  Portal” 

to  online  services 

The 
life  events  of  citizens  
in  connection  with  cars,  small  boats,  railways  and  aviation.  The  system  pre-fills  user  data  and  sends 
notifications about the application status. When submitting applications electronically, citizens receive a 20% 
discount on administrative fee.  Services on the portal include an online application for a Czech driving license, 
transfer of the vehicle to a new owner, issuance of an additional plate with a current license plate (for a 
bicycle  rack,  for  example),  car  registration,  listing  of  previously  owned  or  operated  vehicles,  an  extract  of 
technical data of the vehicle and the link to e-vignette website. When the registry of electronic Mandates will 
be implemented, the portal will provide access to online services for legal persons as well.  

related 

to 

2.  Beneﬁts 

•  Online transactional services save time & money of citizens and administrations: online access to 

most of the car-, boat- and aviation-related services for physical persons, with the perspective of e-
services for businesses and companies to be available.  

•  Single sign on: the Transport Portal is interconnected with the Citizen Portal, and the single login is 
suﬃcient to access both of them making it easier for user to switch between diﬀerent digital 
government services. 

•  By applying online and choosing speedy application processing option (“BLESKY”), the citizens can 

have their requests solved within ﬁve working days. 

3.  Key success factors 

•  Successful interconnection of several registries and portals.   

• 

Easy-to-navigate, user-friendly design.  

•  24/7/ user support and feedback collection. 

4.  More information 
More information can be found at:  

https://portaldopravy.cz/faq  

https://portal.gov.cz/en/sluzby-vs/issuing-of-czech-driving-licence-S113  

113  

 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Czech Republic – Migration of government websites to a single “.gov.cz” domain 
Top-level benchmark 
User centricity, Transparency, Key enablers  

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family  
This best practice focuses on websecurity: its implementation by service providers improves the 
security of citizens, enterprises and the digital government 

1.  Good practice description 

To  ensure  a  trustworthy,  safe,  and  efficient  online  interaction  with  citizens,  the  government  launched  the 
process of bringing all state administration websites under one single domain named gov.cz. This will replace 
the current system of different administrative portals on different websites when citizens could not rely on 
them being official. The single domain for government websites will ensure greater cybersecurity and legal 
certainty,  eliminating  the  risks  of  potential  fraud  and  phishing  via  fake  websites.  The  timetable  for  the 
migration of central state administration bodies to the single state domain gov.cz is being implemented. A 
single domain for government websites also enhances credibility and user-friendliness for non-Czech users. 
By implementing the single government domain initiative, Czech Republic joined several EU countries, such as 
Belgium, Estonia, Croatia and Poland.  

2.  Beneﬁts 
• 

Increased cyber security and a better resilience against certain kinds of cyber-attacks (such as 
phishing). 

•  Clearer and more straight-forward interaction with government due to the standardized email 

addresses and websites at gov.cz.  

• 

• 

Increased transparency and legal certainty for all stakeholders and digital government service 
users. 

Long-term savings: public administrations will not have to use their own DNS infrastructure, pay for 
second-level domains or plan, create, and ensure new semiotic, process, operation and 
cybersecurity rules for their web and email domains.  

3.  Key success factors 

• 

Top-down approach complemented by a consensus and technical support to implementation.  

•  Dedicated project team. 

4.  More information 
More information can be found at: https://portal.gov.cz/kam-dal/cesky-egovernment/jednotna-statni-
domena-gov-cz  

114  

 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Germany – Administration Cloud 
Top-level benchmark 
Transparency, Key enablers  

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 
1.  Good practice description 

Cloud computing has grown into a major paradigm in the IT-world – this applies for the administration as 
well; at the same time, a number of clouds are already in use in the German public administration at 
federal, state and local level. However, because the individual technical structure as well as the cloud stacks, 
used by these clouds are not standardized, they are (if at all) interoperable with each other only to a limited 
degree. Thus it is at least difficult to share cloud services or at least to reuse applications in the different 
clouds. Therefore the IT Planning Council decided to build up a federal multi-cloud. The underlying strategy 
is intended to introduce uniform standards and open interfaces as a means of establishing an interoperable 
multi-cloud infrastructure across the board. The primary goal is to provide the option of using cloud services 
and software solutions on reciprocal basis; a further goal is to reduce critical dependencies on individual 
vendors through its standardized, modular IT architectures. The realization of the multi-cloud is already in 
progress; the second version of the architecture framework is in effect. A minimum viable product is already 
in use. 

reduces dependencies and strengthens digital sovereignty  
increases eﬃciency and eﬀectiveness in development, implementation and operation 
ensures and strengthens privacy and information security 
optimises data exchange, shared storage and use by federal, state and local public administration 

2.  Beneﬁts 
• 
• 
• 
• 
3.  Key success factors 
• 
can be used by IT service providers on a federal, state or local level 
• 
enables the IT service providers to share cloud services and to reuse applications 
• 
reduces costs 
4.  More information 
More information can be found at www.it-planungsrat.de/foederale-zusammenarbeit/gremien/ag-cloud-
computing-und-digitale-souveraenitaet  

115  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Denmark – Public Access to Environmental Assessments (EA) 
Top-level benchmark 
User centricity (primary), Transparency (secondary), Cross-border services (to some extent) 

Life event  
Regular business operations (primary) 

1.  Good practice description 
The cost and time associated with environmental assessments are substantial. It is estimated that around 
1% of the total investment costs of any project are associated with environmental assessments. This is a 
major bottle neck for the development towards a sustainable carbon neutral economy. Recently, Denmark has 
launched two tools to make it possible to make better decisions faster and cheaper. One solution combines 
AI search with geographical and index search interfaces on 2.500 environmental assessment reports of plans 
and projects. The other solution makes it possible to identify potential dilemmas for a specific area based on 
a search in 200 map layers and 55 million species observations collected both from public authorities and as 
citizen science. 

2.  Beneﬁts 

• 

Estimated savings of 10% in the time and budget needed to conduct and environmental 
assessment (2 – 4 months/100 – 175 million DKK) 

•  Common and public access to environmental assessments enabling better access to information 

for developers, authorities, citizens and NGOs 

3.  Key success factors 

•  Veriﬁcation of savings of up to 10% based on number of searches and user survey. 

•  Participation from the public and private sector to go from 10% savings to 30% savings, e.g., by 

increased use of AI.  

• 

Emerging international cooperation including the use of auto-translation. 

4.  More information 
The platform is developed dual language, and the code is owned by the Danish Environmental portal and 
can re-used by others for free. More information can be found at: dreamsproject.dk, 
https://eahub.miljoeportal.dk/ and https://eatools.miljoeportal.dk or by sending an e-mail to 
support@miljoeportal.dk 

116  

 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Denmark – MitID Erhverv 
Top-level benchmark 
User centricity and Key enablers 

Life event  
Regular business operations, Business start-up 

1.  Good practice description 
From  August  2022  to  October  2023,  Denmark  updated  its  eID  and  identity  management  solution  for 
businesses, associations, and public authorities to the second-generation solution, MitID Erhverv. 
With MitID Erhverv, employees can be assigned with eIDs to act on behalf of an organisation. In Denmark, 
where all interactions with public authorities are handled digitally, this is paramount for creating efficient 
cooperation  between  businesses,  associations,  and  public  authorities.  Today,  MitID  Erhverv  is  fully 
implemented, and there are more than 1.1 million active business identities within the solution. 
MitID Erhverv provides improved security and builds on the Danish national standard NSIS, which is consistent 
with the eIDAS Level of Assurance ‘substantial’. Hence, the implementation has entailed a reinforcement of 
identity management for businesses, associations, and public authorities in Denmark. 

2.  Beneﬁts 

• 

Previously, the administration modules were divided between multiple platforms. MitID Erhverv 
compiles the administration modules into one collective solution that encompasses uptake, 
issuance of certiﬁcates, user administration as well as administration of rights and privileges.  

•  MitID Erhverv entails heightened ﬂexibility and usability, as the user can choose to utilise their 

personal MitID (eID) in order to authenticate themselves as a business user. 

•  With the implementation of MitID Erhverv, there has been a reinforcement of the security in 

identity management for Danish organisations. 

3.  Key success factors 

• 

The clear focus on usability in the development of MitID Erhverv has strengthened the uptake of 
organisations. 

•  A strong cooperation with a variety of stakeholders has been vital to the success of the 

implementation of MitID Erhverv. 

4.  More information 
More information can be found at: www.mitid-erhverv.dk/en/ 

117  

 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Estonia – Neurokõne 
Top-level benchmark 
User centricity, Transparency 

Life event  
Regular Business Operations, Moving, Transport, Health, Starting a Small Claims Procedure, Business Start-
Up, Studying, Family, Career  

1.  Good practice description 
Neurokõne helps to provide more accessable e-services. This  can be used as a basic component for all 
public services which enables visually impared people to consume e-services more comfortable manner. This 
can also be used in network applications. 

Neurokõne is a prototype of Estonian neural speech synthesis developed by the NLP research group at 
the University of Tartu. The model has been trained on Estonian news and literature corpora. The system is 
currently able to imitate the speech of six diﬀerent speakers. Although the project is not ﬁnished we can 
already see that a neural speech synthesis model sounds much more natural when compared to previous 
approaches. 

2.  Beneﬁts 
• 

There are 200 000 visually impaired people in Estonia and 2000 blind people who can beneﬁt this 
service 

3.  Key success factors 
•  Cooperation 
•  Science 
4.  More information 
More information can be found at: https://neurokone.ee/  

118  

 
 
 
eGovernment Benchmark 2024 Background Report 

Greece  – Gov.gr AI digital assistant chatbot   
Top-level benchmark 
User centricity, Transparency, Cross-border services, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
Gov.gr AI digital assistant chatbot (mAigov) is an application that utilizes Artiﬁcial Intelligence technologies to 
facilitate  communication  with  citizens,  understanding  the  questions  they  pose,  searching  for  relevant 
information, and providing answers in a simple and understandable manner. Speciﬁcally, citizens wherever 
they are have the ability to communicate with mAigov in the 24 oﬃcial languages of the European Union and 
in  Albanian,  in  order  to  be  informed  about  the  services  and  administrative  procedures  provided.  The 
"conversation" can take place from a mobile phone, tablet, or computer, by submitting questions in writing or 
verbally. mAigov helps them locate the service they are looking for in a simple and friendly way, and at the 
end of the "conversation," they have the opportunity to evaluate the application. The digital assistant provides 
exclusively informational character, and its responses should not be construed as oﬃcial advice or opinion of 
the respective competent authorities. The digital assistant does not provide advice on legal, ﬁnancial, or other 
administrative  matters.  The  digital  assistant  relies  on  Natural  Language  Processing  (NLP)  technologies  to 
enable  optimal  communication  between  humans  and  computers.  In  simple  terms,  the  digital  assistant  is 
trained  on  a  knowledge  base,  processes  the  questions  you  submit  in  plain  everyday  language,  ﬁnds  the 
appropriate  information,  and  provides  answers  in  a  user-friendly  manner  -  almost  like  conversing  with  a 
person. The digital assistant has been trained on openly available data from gov.gr (1.700 digital proscedures), 
the National Registry of Administrative Procedures (mitos.gov.gr) (3.300 administrative procedures), and other 
websites of public entities. The digital assistant does not require personal data to respond. 

2.  Beneﬁts 

•  Over 400,000 searches conducted within the initial 2 months 
•  Ability to interact with mAigov in all 24 oﬃcial languages of the European Union 
• 
Implementation of AI and Natural Language Processing (NLP) technologies 
•  Support for both written and verbal communication 

3.  Key success factors 

Emphasis on user-centered design and experience  

• 
•  Access to a database of over 5,000 administrative procedures 

4.  More information 

• 
• 
• 

Links for the service:  
https://aibot.apps.gov.gr/ 
https://www.gov.gr/   

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eGovernment Benchmark 2024 Background Report 

Greece  – National Registry of Pet Animals  
Top-level benchmark 
User centricity, Transparency, Cross-border services, Key enablers 

Life event  
Health, Family 

1.  Good practice description 
The National registry of pet animals is a digital platform aiming to the protection and the well-being of pet 
animals. The main goal of the platform is to provide a friendly and inclusive one stop service for pet owners, 
animal welfare associations, pet animal refugees, pet breeders, veterinarians, and local authorities by 
gathering all the necessary informational and transactional data at one point and at the same time 
digitalizing and facilitating a wide range of services related to the above users. It is an end-to-end digital 
service based on electronic identiﬁcation and available on the public digital gateway. The service 
incorporates interoperability with three national registries to automatically validate and fetch data while it 
provides a multiple channel support mechanism. The digital output of the service includes digital 
declarations related to the life events of a pet, a pet QR identiﬁcation code and a pet health booklet. 

2.  Beneﬁts 

•  A paperless, eﬃcient time and cost saving service for pet owners, animal welfare associations, pet 

• 

animal refugees, pet breeders, veterinarians, and local authorities 
Provision of an electronic health record: Pets get a digital health record, and their owners get digital 
access to their data. 

•  Digital management of the resources and obligations of local authorities ensure transparency and 

successful implementation of the digital management of stray animals.  

•  Digital Pet Registers of animal welfare associations and organizations, shelters, and breeders. 
• 
The Adoption Portal facilitates the adoption procedures constituting a monitoring asset for the 
authorities.      
The Digital Registry of pet blood doners contributes to the health and the well-being of pet animals. 

• 

3.  Key success factors 

Interoperability with the national registries. 

• 
•  Online availability of service outcome.  
•  Agility  
•  Alignment of diverse stakeholders.  

4.  More information 

•  More information can be found at: 

https://www.gov.gr/en/ipiresies/polites-kai-kathemerinoteta/zoa-suntrophias 
https://pet.gov.gr 

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eGovernment Benchmark 2024 Background Report 

Greece  – Vehicle registration 
Top-level benchmark 
User centricity, Transparency 

Life event  
Transport 

1.  Good practice description 
The new digital process for the issuance and circulation of the vehicle registration certiﬁcate and the granting of 
license and license plates was put into operation on 19/5/2023 when the relevant Joint Ministerial Decision was 
published in the Government Gazette and until 15/9/2023 it operated as a pilot. From 16/9/2023 it was put into 
full production operation and concerns all categories of vehicles (new and used) imported into the country. With 
the new procedure, the necessary actions are carried out until its ﬁnalization and the submission of the 
classiﬁcation certiﬁcate to the competent services of the Regions for the granting of the license and license plates. 
It is a digital service with signiﬁcant added value in the ﬁelds of economy and entrepreneurship. 

2.  Beneﬁts 

•  Only in 2022, nearly 290,000 vehicles were registered and to date the co-authorized services for vehicle 

management have printed and processed more than 800,000 documents per year. 

•  With the electronic procedure, the presentation of the following ﬁve supporting documents to the 

Transport and Communications Directorates of the Regions is abolished: 
classiﬁcation certiﬁcate, certiﬁcate of conformity (for new vehicles), vehicle type approval, sales invoices, 
proof of license fee payment (for regions that support RF electronic payments), 
From 16/9/2023 until today, over 70,000 vehicle registrations have been carried out with the new 
procedure,  

• 

•  With the digitization of the process, administrative burdens are drastically reduced in 59 Transport 

Directorates that employ more than 700 employees in the 13 Regions of the country, saving valuable 
resources and working hours for the beneﬁt of citizens, as well as the public sector. 

3.  Key success factors 
Digital vehicle registration is an entirely transparent process, as it provides a systematic sequence of checks and 
ensures communication between diﬀerent systems, without human intervention. It automatically checks 
compliance with the prerequisites and restrictions (e.g. for vehicles with multiple children or the disabled persons). 
At the same time, it provides graded access of all involved parties to the necessary data. In this way, a time-
consuming process is deﬁnitively put to an end and businesses, citizens, customs authorities, but also the 
Transport and Communications Directorates of the Regions, save resources and time. With the electronic 
procedure, the presentation of the following ﬁve supporting documents to the Transport and Communications 
Directorates of the Regions is abolished: 

• 

classiﬁcation certiﬁcate, certiﬁcate of conformity (for new vehicles), vehicle type approval, sales invoices, 
proof of license fee payment (for regions that support RF electronic payments). 

4.  More information 

• 

Links for the service: https://www.gov.gr/ipiresies/periousia-kai-phorologia/okhemata/taxinomese-
okhematos 

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eGovernment Benchmark 2024 Background Report 

Spain – My citizen folder 
Top-level benchmark 
User centricity 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
A +/- 100 words description of the good practice 

The objective of My Citizen Folder is to simplify the relationship between the administration and citizens by 
making it accessible and personalized from any device. 
My  citizen  folder  is  an  easy  app  mobile  to  access  all  services,  consult  all  their  procedures,  your  previous 
appointments, submit writings and requests to the Administration and to get a complete view of all your data 
held by the status on the state portal.  
For example, regarding vital events, citizens can check your university and non-university degrees available in 
the National Registries of Qualifications or consult civil records such as birth or marriage and check the files 
you have registered with the different agencies. 

2.  Beneﬁts 

•  My citizen folder  permit a centralization of information from the diﬀerent Administrations in a 

single place to facilitate consultation and access by citizens. 

•  User could consult the exchanges of personal data made between public administrations. 

•  My citizen folder is incorporating functionalities and services without changing devices. 

3.  Key success factors 

• 

It has a simple and easy to follow interface. 

•  My Citizen Folder has a series of very useful services for citizens, such as consulting 

notiﬁcations or registry data. 

• 

Finally, It allows you to detect phishing by the administration. 

4.  More information 
More information can be found at: 
https://masinformacioncarpeta.carpetaciudadana.gob.es/infocc/masInformacion.html  

https://administracionelectronica.gob.es/pae_Home/pae_Estrategias/pae_Moilidad_Inicio/pae_Aplicacion_mov
il_mi_carpeta_ciudadana.html 

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eGovernment Benchmark 2024 Background Report 

Spain: Cybersecurity Operations Centre of the General State Administration and its Public Bodies  

Top-level benchmark 
User centricity 

Life event  
Regular business operations 

1.  Good practice description 

The Cybersecurity Operations Centre of the General State Administration and its Public Bodies (COCS) seeks, 
through the provision of horizontal cybersecurity services, to strengthen the prevention, protection, detection 
and response capabilities to cybersecurity incidents, of more than 120 entities in its scope, so that thanks to 
optimisation and economies of scale, better effectiveness and efficiency are obtained at the same time. In 
addition  to  helping  to  improve  cybersecurity,  it  facilitates  the  compliance  with  the  National  Security 
Framework. 
The  COCS  is  integrated  into  the  National  Network  of  SOCs  and  provides  an  overview  of  the  cybersecurity 
situation of the General State Administration. 
An  integrated  and  integrative  approach  has  been  applied,  which  is  based  on  a  cybersecurity  scenario  of 
enormous complexity, fragmentation and heterogeneity and which has the highest degree of ambition, and 
which allows the project to implement and build the COCS to be described as disruptive. 

2.  Beneﬁts 

• 

• 

• 

The scope of the COCS reaches currently 123 entities of the General State Administration and its 
Public Bodies of Spain, with over 200.000 users. 
The protection of the General State Administration against cyberthreats and cyberattacks through 
the prevention, protection, detection and response services of the Cybersecurity Operations Centre 
contributes decisively to guaranteeing the exercise of rights and freedoms, as well as the fulﬁlment 
of duties by citizens. 
It also contributes to the normal development of the tasks of the entities in their scope, in a 
scenario in which the Public Administration is the most attacked sector, according to the reports 
available from sources such as the CCN-CERT and ENISA.   

3.  Key success factors 

• 

• 

The cybersecurity capabilities of the COCS are articulated around a catalog of horizontal 
cybersecurity 27 services, organized around 6 families, with their own coding, deﬁnition, and 
standardized detailed design. 
It includes the integration model, procedures and conditions of service, with various modalities 
of provision (on-demand and continuous services) and schedules (8x5, 24x7). 

4.  More information 
More information can be found at:  

https://administracionelectronica.gob.es/ctt/verPestanaGeneral.htm?idIniciativa=ciberseguridad  

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eGovernment Benchmark 2024 Background Report 

Spain – Galicia – Xemelgo Dixital 
Top-level benchmark 
User centricity 

Life event  
Moving, Transport 

1.  Good practice description 
Xemelgo Dixital is one of the three Galician projects that are part of the first emblematic initiatives selected 
by the Government for the Territorial Networks of Technological Specialization Program (RETECH).  
A virtual recreation of Galicia on a cartographic basis, real data from sensors and other sources will allow 
administrations and companies to carry out simulations and tests and improve the provision of services in 
rural environments with the use of Artificial Intelligence technologies. 
Among  the  challenges  of  the  digital  twin  are  the  use  of  infrastructure  to  achieve  a  sustainable  transport 
model, the creation of tools and techniques to improve the optimization of agricultural and livestock resources 
or data analysis and simulation for decision making in the rural infrastructure management. 

2.  Beneﬁts 

• 

• 

This tool will make it possible to intelligently plan, based on simulations and predictive analytics, 
the provision of services and public actions in rural environments. 

It is part of the Retech project “Acceleration of entrepreneurship and innovation ecosystems 
based on digital twins”, and the communities of La Rioja, Extremadura, Navarra and Castilla La 
Mancha also participate. 

3.  Key success factors 

• 

• 

The digital twin, which will be open and will collaborate with other territories, will have services 
such as a scenario simulator 

The Xunta de Galicia already contributes starting assets to the project such as the Smart 
Villages; the launch of an Internet of Things network (iCousas project). 

4.  More information 
https://www.farodevigo.es/empresas-en-vigo/2023/07/19/gemelo-digital-galicia-sistema-clave-
90032231.html 

https://www.juntaex.es/w/jornada-sobre-el-proyecto-gemelos-digitales  

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eGovernment Benchmark 2024 Background Report 

Finland – Suomi.fe e-Authorizations 
Top-level benchmark 
User centricity, Transparency, Key Enablers 

Life event  
Regular Business Operations, Moving, Transport, Health, Starting a Small Claims Procedure, Business Start-
Up, Studying, Family, Career  

1.  Good practice description 
Suomi.ﬁ e-Authorizations make it possible to act on behalf of other persons, companies, associations or 
other organisations. 

In Suomi.ﬁ e-Authorizations, private persons, companies, associations and other organisations can authorise 
a person, company, association or other organisation to act on their behalf. A mandate is an electronic 
power of attorney. The digital mandates are saved in the Mandate Register of Suomi.ﬁ e-Authorizations, 
where the veriﬁcation of the authorizations is done. 

When the user selects to have someone else use the service on their behalf, a mandate check query is made 
to the e-Authorizations service. The e-Authorizations service retrieves the data from the basic data registers 
and/or the Mandate Register and returns the response in real time to the e-service. The answer is given as 
either Yes or No or as a list of mandate themes approved in the e-service. 

2.  Beneﬁts 
The e-Authorizations service oﬀers numerous beneﬁts for both service providers and end users: 
• 

for service providers: an automatic and reliable check of mandates and rights in real time; savings 
through the digitalisation of transaction and service processes  

o  Cost savings estimated for organizations in Finland are 6-10 € per single transaction, 

compared to paper-based acting on behalf of citizens or organizations 

• 

for end users: a better service experience - eﬃcient self-service for end users regardless of place and 
time  

o  Substantial time and cost savings for citizens when no need for writing and managing paper 

mandates 

o  No need to physically visit customer service points 

• 

reducing the risk of malpractices 

Suomi.ﬁ-e-Authorizations: Extent of use 
• 

In use in more than 200 diﬀerent digital services in Finland + all of Finland’s over 800 pharmacies 
accept digital mandates also in physical, over the counter transactions. 

• 

•  Over 4 million authorization queries per month. 
•  20 million digital mandates created by citizens and companies in the Suomi.ﬁ-national portal. 
3.  Key success factors 
• 

the e-Authorizations service retrieves the data from the basic data registers (The Finnish Population 
Information System, Finnish Trade Register, Finnish Register of Associations, the Mandate Register etc.) 
each e-service independently determines which roles entitling to representation or what kind of 
mandates granted in Suomi.ﬁ e-Authorizations people need for carrying out transactions in the service 
the Suomi.ﬁ Data Exchange Layer 

• 
4.  More information 
More information can be found at:  
https://palveluhallinta.suomi.ﬁ/en/sivut/valtuudet/esittely (for e-services)  
www.suomi.ﬁ/instructions-and-support/e-authorizations/what-is-suomiﬁ-e-authorizations (for citizens)  

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eGovernment Benchmark 2024 Background Report 

France – Proactive administration 
Top-level benchmark 
User centricity, Key Enablers 

Life event  
Moving, Transport, Studying, Family 

1.  Good practice description 
In its new Strategic Roadmap for eGovernment, the French plans to use data as a lever for a strengthened 
Proactive Administration, notably in order to ﬁght the non-take-up. The idea is to go from Government a 
“once-only” principle to a “never tell us” principle. The objective is to use available data to make rights 
directly available for users, notably regarding the Government’s political priorities (ID card renewal, social 
fares for transports, electroral registration, youngsters in a dropout situation, student life, etc.). 

2.  Beneﬁts 
•  Users don’t have to prove their status anymore to get a beneﬁt. 

• 

For example, students receiving a state or regional grant are eligible for €1 meals in collective 
student restaurants. Using the new API « scholarship status », the organization in charge of 
catering was able to automatically allocate the €1 meals to concerned students (more than 
700 000 students). 

• 

Every potential recipient knows about his rights and, if possible, each right is granted automatically 
For example, the “energy voucher”, which allows users to pay for any energy bill was sent 
automatically to every eligible household (12.6 millions). 

• 

•  Services don’t have to manually process eligibility ﬁles  

• 

For example, the complementary health insurance is granted automatically to every recipient 
of the solidarity income, without services nor users having to ﬁll up the detailed form 

3.  Key success factors 
•  Short-term, "run-of-the-mill" projects (3-6 months) 

• 

• 

• 

To demonstrate feasibility and bring quick gains to users (e.g., targeting large family cards, 
social solidarity pricing for transportation with communities)  
To test the integration of new use cases into interministerial capitalization systems 
Incremental provision of an interministerial data sharing system ("Datalab" ; see below), used to create 
new proactive actions (information or automatic attribution) 
•  Availability of interministerial targeting and calculation tools 
•  Ability to link ﬁscal and social situations on the one hand and, on the other, the gradual harmonization 

of criteria for granting rights 
Financing and support for proactive actions  

• 

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eGovernment Benchmark 2024 Background Report 

Croatia – Foreign professional qualification recognition in the healthcare and education system 
Top-level benchmark 
Cross-border services, Key enablers  

Life event  
Business start-up, Health, Career, Studying 

1.  Good practice description 
Service  for  submitting  applications  and  obtaining  decision  for  the  recognition  of  foreign  professional 
qualifications in the healthcare and education systems. Requests can be submitted by citizens of the Republic 
of Croatia and foreign citizens who wish to obtain temporary or permanent residence in the Republic of Croatia. 
Service  for  submitting  applications  for  recognition  of  foreign  professional  qualifications  enables  users  to 
submit a request, download 
administrative acts and filing an appeal. 
The  request  with  attachments  is  forwarded  to  the  chamber  or  ministry  responsible  for  the  regulated 
profession. 

2.  Beneﬁts 

• 

• 

easier access to the labour market of the Republic of Croatia based on a foreign qualiﬁcation 
obtained abroad 
faster and easier submission of applications for the recognition of foreign professional 
qualiﬁcations 

3.  Key success factors 

• 

the application can be used by EU citizens who want to live and work in the Republic of Croatia, 
citizens of the Republic of Croatia who studied abroad, citizens of third countries who have the 
option of using credentials from the e-citizens or e-IDAS system. 

•  basis for upgrading service so it can be used by other public sector bodies with the need for 

foreign professional qualiﬁcation recognition. 

4.  More information 
More information can be found at: https://pisk.gov.hr  

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eGovernment Benchmark 2024 Background Report 

Croatia – eTourism information system 
Top-level benchmark 
Transparency, Cross-border services, Key enablers  

Life event  
Regular business operations, Business start-up  

1.  Good practice description 
The eTourism is an integrated information system that provides public eservices in tourism to citizens and 
businesses. The system consists of several modules, of which are the most important for citizens and business 
entities TuStart and TuRiznica. 
TuStart  is  an  electronic  service  intended  for  legal  and  natural  persons  who  register  catering  facilities  and 
services  in  tourism  with  the  aim  of  classification,  categorization,  and  registration  in  the  Central  Tourist 
Register. 
TuRiznica is an electronic service intended for legal entities that apply for the use of small value grants that 
the Ministry of Tourism and Sports provides for certain areas and types of activities, for which there are public 
invitations/tenders. 

2.  Beneﬁts 

• 

• 

• 

improved communication between citizens and public administration in the tourism sector 

increased eﬃciency and transparency of public administration in providing public services in 
tourism to citizens and entrepreneurs 

administrative relief for entrepreneurs in tourism 

3.  Key success factors 

• 

faster and easier submission of applications for registration of activities in tourism and catering 

•  up-to-date information on facilities and entities in tourism and catering 

• 

simpler submission and processing of requests for grants in tourism and catering 

4.  More information 
More information can be found at: https://mints.gov.hr/eturizam/  

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eGovernment Benchmark 2024 Background Report 

Croatia – Industrial design and trademark registration 
Top-level benchmark 
User centricity 

Life event  
Business start-up,  

1.  Good practice description 
The  service  enables  the  submission  of  applications  for  the  protection  (registration)  of  trademarks  and 
industrial designs as intellectual property, as well as the submission of other applications and documents in 
the procedures for registration and maintenance of registered rights. 
Trademark  registration  enables  creating  the  request,  attaching  evidence  to  requests,  signing  via  the  e-
signature service and payment of prescribed fees. 
For industrial design registration, the service enables entering data about the designer, using a template to 
create a new request, processing of design views, attaching evidence to requests, signing via the e-signature 
service and payment of prescribed fees. 

2.  Beneﬁts 

• 

• 

complete package of user services for the implementation of the industrial design registration 
procedure 

set of available functionalities that facilitate the application submission process 

3.  Key success factors 

• 

• 

the service is based on a similar service for e-application of industrial design of the European 
Union 

the integrated services of the state information infrastructure, namely e-Signature, e-
Authorizations and e- Fees (reuse of previously developed horizontal components) 

4.  More information 
More information can be found at: http://e-ﬁling.dziv.hr/ 

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eGovernment Benchmark 2024 Background Report 

Hungary – Automatic Public Administration Decision-Making (AKD) building block for Public 

Administration reuse: pilot automation of second-hand vehicle registration  

Top-level benchmark 
User centricity, Transparency, Key enablers 

Life event  
Transport 

1.  Good practice description 
The  goal  of  the  AKD  project  was  to  develop  an  integrated  building  block  service  for  algorithmic  decision-
making  that  can  be  reused  by  any  public  administration  body,  and  with  which,  by  integrating  it  to  the 
administrative process, the administrative steps can take place without human intervention. Among the pilot 
cases of the AKD project, 3 vehicle registration related services have been automated with the AKD building 
block, and thanks to this development, Hungarian citizens can now use the service online from the comfort of 
their home when e.g. buying a second-hand car. In addition, as this was a customer-focused project, a user-
friendly  portal  has  been  created  which  guides  the  user  through  each  step  of  the  process.  Each  step  was 
designed to be simple, easy to follow hence there is a low chance of making any mistake. The user has to 
provide  only  a  few  details  as  the  automated  process  connects  multiple  systems  from  where  most  of  the 
necessary data are sourced. This project is a pilot for future automated processes. During the project new 
ideas  and  opportunities  were  explored  in  the  area  of  automation  and  many  challenges  were  successfully 
faced. The delivered product shows that there is a huge potential in the future for similar projects. 

2.  Beneﬁts 

• 

• 

• 

The product is user friendly, time and cost saving. 

Instead of in-person service, the clients can now use these services online. 

The automated process reduces the risk of human errors. 

•  No need for clerk interaction as the process is completely automated. 

•  Reducing the number of human encounters also reduces the risk of corruption. 

3.  Key success factors 

• 

Flexibility of stakeholders to solve upcoming problems quickly with the best possible solution. 

•  Agile way of working was initiated. 

•  Other enhancements and best practices were utilized. 

•  High focus on development of automated processes, simpliﬁcations and cost eﬀectiveness. 

4.  More information 
More information can be found at: 
https://bmprojektek.kormany.hu/download/d/25/23000/AKD%20projektz%C3%A1r%C3%B3%20kiadv%C3%
A1ny.pdf   

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Hungary – Public grocery price monitoring system and comparison website (Árfigyelő) 
Top-level benchmark 
User centricity, Transparency 

Life event  
Regular business operations, Family 

1.  Good practice description 
A public price monitoring system for the daily selling consumer price of certain grocery products have been 
developed, and the data are offered to consumers to help them compare the prices of products they need on 
a newly developed website. The Price Monitoring System registers the business details of the commercial 
entities that are obliged to provide data or that volunteer to provide data, the daily selling price (at least the 
predetermined minimum price) and the regular selling price of the products they sell. In addition, it is able to 
store and archive the data provided by commercial units in order to enable the Office of Economic Competition, 
the  ministers  responsible  for  trade,  economic  development,  consumer  protection  and  public  finance,  the 
courts, the administrative authorities and the Central Statistical Office to perform their statutory tasks. At the 
same time the public website allows consumers to browse through the products they wish to buy, compare 
prices  and  thus  determine  the  most  economical  places  to  shop.  The  price  monitoring  system  enhances 
transparency,  makes  different  pricing  practices  transparent  and  ultimately,  in  line  with  the  interests  of 
consumers, contributes to increasing competition in the market, preventing overpricing and thus helping to 
reduce inflation. 

2.  Beneﬁts 

•  Users can compare the prices of the top-selling grocery products real-time (daily update). 

• 

The solution promotes competition among retailers, preventing overpricing and thus helping to 
reduce inﬂation. 

•  Users can select stores in their neighborhood, and ﬁlter products available in these stores, 

favourite shops can be saved, and a shopping list can also be compiled for the chosen products 
and shops to be visited. 

3.  Key success factors 

• 

The development phase was preceded by extensive market and user research which resulted in 
the development of the most valuable features. 

•  We closely monitor user behaviour on the site, and the drawn insights are continuously 

implemented in the ongoing feature development. 

4.  More information 
More information can be found at: https://arﬁgyelo.gvh.hu/  

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eGovernment Benchmark 2024 Background Report 

Hungary – eVAT system – automatic drafting of eVAT declaration 
Top-level benchmark 
User centricity, Transparency, Key enablers 

Life event  
Regular business operations 

1.  Good practice description 
In  order  to  reduce  administrative  burden  of  taxpayers,  the  National  Tax  and  Customs  Administration 
introduced the new eVAT system on 1 January 2024. The purpose of the Electronic VAT System (eVAT system; 
web  application  and  M2M  solution)  is  to  provide  support  to  taxpayers  in  the  fulfilment  of  the  declaration 
obligation related to general sales tax by creating the possibility of viewing and tax coding the source data 
available to the National Tax and Customs Administration (NTCA), ensuring the generation of statements (VAT 
analytics) and the draft of the tax return. In the eVAT system, invoices from the online invoice system, receipts 
and simplified invoices from the online cash register system, as well as customs decisions made during the 
customs clearance of goods imported from third countries, which require the taxpayer to pay VAT, can be 
processed as source data. In addition to the source data, the eVAT system can also record/process documents 
relevant to the VAT return, which are not subject to a data provision obligation. 

2.  Beneﬁts 

•  Showing back the transactional data collected by the NTCA (online invoice data, online cash 

registers data, customs decisions) 

•  Automatic tax coding on the source data (recommendation for taking into the right row of the 

VAT return) 

•  Comprehensive validation before submission (reducing the possible mistakes) 

3.  Key success factors 

• 

• 

The quality of transactional data collected by the NTCA 

The speed of the response time in the system 

•  User-friendly solutions (additional user rules for automatic taxcoding, reporting possibilities, 

real-time follow-up of the tax position etc.) 

4.  More information 
More information can be found at: 

https://eafa.nav.gov.hu/home-en 

https://nav.gov.hu/ado/eafa/informaciok/elindult-az-eafa  

https://www.youtube.com/watch?v=mP10Y0QX0GU  

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eGovernment Benchmark 2024 Background Report 

Ireland – Life Events App 
Top-level benchmark 
User centricity, Key enablers 
Life event  
Health, Moving, Transport, Starting a small claims procedure, Career, Studying, Family 
1.  Good practice description 
The Public Service Transformation Division and the Office of the Government Chief Information Officer, within 
the Department of Public Expenditure, NDP Delivery and Reform, are currently collaborating with a number of 
Departments  and  Public  Service  Bodies  to  provide  digitally  enabled  joined-up  services  through  the 
development of a Government Digital Life Events Service.   

The pilot aims to develop and test a seamless user journey for credential issuance to a government digital 
wallet and to develop and test the building blocks underpinning the redesign of services around life events. It 
involves  the  collection,  processing,  and  storage  of  personal  data  from  public  service  employees  and 
necessitate access to real live data from service providers including the Road Safety Authority / Department 
of Transport for Drivers Licence data, Department of Social Protection / General Registers Office for MyGovID 
and Birth certificate data and the Health Services Executive for MyHealthID data respectively. 

An alternative manual data collection approach may be used during the pilot phase to capture data from the 
volunteers in order to issue credential where a technical integration is not possible may also be done. 

2.  Beneﬁts 

•  Aligned with the EU Digital Decade and Single Digital Gateway and national strategies including 

Harnessing Digital, Connecting Government 2030 and Better Public Services 

•  Seamless, user-centric service for life events  
•  Reduction in overall costs 

3.  Key success factors 

•  Collaboration across Government and Public Service Bodies 
•  Support from senor leaders  
•  Design thinking approach and sufficient resources committed 

4.  More information 
More information is not currently available.  

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eGovernment Benchmark 2024 Background Report 

Iceland – Digital agency from A to Z 
Top-level benchmark 
User centricity, Transparency, Key Enablers 

Life event  
Regular Business Operations, Moving, Transport, Health, Business Start-Up, Studying, Family, Career 

1.  Good practice description 
Supporting agencies to become fully digital by bringing the knowledge and tools needed. Digital Iceland 
provides consultation as well as the tools and digital assets needed to transform services and make them 
fully digital. Bringing knowledge and funding, Digital Iceland supports agencies by analysing service 
processes, creating a roadmap, prioritizing projects, digitizing service processes, setting up API services, and 
implementing them both internally as well as externally. In only two years the District Commissioners have 
become fully digital when it comes to customer service and four of Iceland’s largest service agencies have 
already started undergoing the process of becoming digital from A to Z.  

2.  Beneﬁts 
•  Agency acquires digital competence through Digital Iceland consulting and support. 
•  Digital infrastructure and implementing the Digital Iceland product portfolio, also referred to as digital 

core services. 

•  District Commissioners have become fully digital in only two years through Digital Iceland consultation 

and implementing the Digital Iceland portfolio.  

•  District Commissioners provide services for at least twice a year for all Icelanders. By digitizing the 

services, the lives of all living in Iceland are simpliﬁed, agency employees can provide faster, better and 
paper free service. 
3.  Key success factors 
•  At the end of 2023 all services at the District Commissioners will be available through a digital process. 
• 
Icelandic Transport Authority has moved all services for vehicle ownership through the Digital Iceland 
portfolio so all information regarding ownership is available through My pages at Ísland.is. 

4.  More information 
More information can be found at: 
https://island.is/en/o/district-commissioner 
https://island.is/en/o/digital-iceland/island-services  
https://island.is/en/o/digital-iceland/island-services/my-pages  

134  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Italy – ANIS (National Register of Tertiary Education) 
Top-level benchmark 

User centricity 

Life event  

Career, Studying 

1.  Good practice description 
ANIS is the National Register of Tertiary Education, established pursuant to article 62-quinquies of the CAD, 
owned by the Ministry of University and Research, which allows the centralization of data relating to student 
enrolments and qualiﬁcations of Higher Education Institutes. 

The registry itself ensures to the Public Administrations and entitled Bodies, through the services made 
available by the National Digital Data Platform (PDND), the availability of the data contained therein to 
simplify and automate the processes in which veriﬁcation or the recovery of data relating to registrations 
and qualiﬁcations recorded in the registry itself. 

The public web portal of the registry, activated on 18 September 2023, makes the ﬁrst online services 
available to citizens, who can consult the data relating to their existing registrations and qualiﬁcations, 
request a possible correction of the same, as well as obtaining the issue of certiﬁcates that can be used in 
relations with private individuals. 

2.  Beneﬁts 
With ANIS, data relating to qualiﬁcations and enrolments at Higher Education Institutes are centralized in a 
single database, allowing administrations to have a single and reliable source for data. 

ANIS is the ﬁrst national registry that was created completely integrated with the ANPR in relation to 
personal data: ANIS is in fact devoid of citizens' personal data, which are retrieved if necessary directly by 
the ANPR through the interoperability mechanisms envisaged by the PDND, creating fully implements the 
data non-duplication mechanism and allows consultation of constantly updated personal data. 

3.  Key success factors 

The collaboration between the Department for Digital Transformation and the Ministry of University and 
Research, through a Collaboration Agreement, and the synergy between working groups engaged in diﬀerent 
digitalisation streams has guaranteed the creation of the ﬁrst database of national interest which, working 
in full interoperability with other databases, it takes the ﬁrst step of an integrated registry system that aims 
to allow the evolution of increasingly simple, eﬃcient and advanced citizen services. 

4.  More information 
More information can be found at at https://www.anis.mur.gov.it/ 

135  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

Latvia – E-government Gateway Service Catalogue 
Top-level benchmark 
User centricity 
Life event  
Regular  business  operations,  Business  start-up,  Health,  Moving,  Transport,  Starting  a  small  claims  procedure, 
Career, Studying, Family 
1.  Good practice description 

CERT.LV, in collaboration with NIC.LV (the maintainer of the .LV domain registry), has developed a DNS firewall - 
a  free  tool  to  protect  individual  users  and  organizations  from  cyber  threats  such  as  false  banking  websites, 
fraudulent e-trading platforms, virus-spreading websites or communication with command and control (C&C) 
servers. All requests to malicious sites are blocked and users are redirected to a safe landing page.  
The database of current cyber threats is maintained and regularly updated by CERT.LV, supplementing their own 
threat  intelligence  with  information  from  a  variety  of  other  national  and  international  sources  as  well  as  as 
citizens. As CERT.LV also monitors and analyses cyberattacks of a regional nature (specific to Latvia), this firewall 
is the only DNS firewall  that can catch and block also locally targeted attacks.  
Even  if  malware  has  already  infected  a  device,  the  DNS  firewall  will  still  work  and  actively  block  malicious 
requests to C&C servers. 

2.  Beneﬁts 

- Threat intelligence (threat indicators) is added to the DNS firewall in real-time and is based on local monitoring, 
enabling early detection and protection before threats are recognized by international antivirus companies. 
- In average 500 000 phishing attempts are blocked quarterly, and more that 1 500 000 malicious requests are 
being processed monthly. 
- Any individual, organization, or enterprise in Latvia can use the tool for free. 
- Malicious indicators added to the firewall are verified by CERT.LV, minimizing false-positives. 

3.  Key success factors 

• 

This is the only DNS ﬁrewall that can catch and block locally targeted attacks, oﬀering a centralized 
solution for cybersecurity protection. 

•  Organizations like ISPs, obligated to ﬁlter internet content based on oﬃcial blacklists (provided by the 
governmental institutions like Lotteries and Gambling Supervision Inspection or National Electronic 
Mass Media Council of Latvia), can utilize a single normalized source, streamlining their operations. 
Also in case of the DNS ﬁrewall all the blacklists that ISPs have to incorporate are provided using a 
single technology (RPZ). 

• 

Information on threats (threat indicators) is added to the DNS ﬁrewall in real-time and is based on 
local monitoring, enabling early detection and protection before threats are recognized by international 
antivirus companies. 

4.  More information 

https://dnsmuris.lv 

136  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

Lithuania – E-government Gateway Service Catalogue 
Top-level benchmark 
User centricity 

Life event  
Regular  business  operations,  Business  start-up,  Health,  Moving,  Transport,  Starting  a  small  claims 
procedure, Career, Studying, Family 
1.  Good practice description 
Information about all public and administrative services provided by Lithuanian institutions is  published 
in one service catalogue – on the E-Government Gateway Portal -epaslaugos.lt.  
A service catalogue wizard has been developed and implemented in the Egovernment Gateway Portal, al
so the functionality of the service application creation form and the approval process has been created. 

2.  Beneﬁts 
• 

public and administrative services are accessible for residents and service providers even more 
conveniently and quickly 
consolidated information systems which previously published information on public and 
administrative services. The integration of systems paves the way for solutions to improve the 
quality and accessibility of improvement and service provision, and for more eﬃcient use of 
resources 
reduced administrative burden for service providers and administrators  
service descriptions will no longer have to be provided in two information systems 

• 

• 
• 

3.  Key success factors 
• 
• 
• 

Interinstitutional cooperation  
The integration of systems 
Inventory of public and administrative services  

4.  More information 
More information can be found at: Elektroniniai valdžios vartai (epaslaugos.lt) 

137  

 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Lithuania – Improving the maturity level of IT governance in the public sector 
Top-level benchmark 
Transparency, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
At the end of 2023, a new version of the Law on the Management of State Information Resources entered 
into force in Lithuania, the aim of which is to establish a qualitatively new model of management of state 
information resources (or simply state IT assets) in line with modern IT development and management trends, 
which  would  allow  more  efficient  planning  and  use  of  state  funds  in  the  IT  field,  transition  from  formal 
institutional to personal responsibility for the results of implementation of national IT projects and create 
simpler and more user-friendly e-services. 

2.  Benefits 
•  Development of national IT strategy and its development policy is concentrated in one  institution 

• 

(Ministry of Economy and Innovation) 
Lithuania will have the role of state digital oﬃcer and every ministry will have its own chief digital 
oﬃcer responsible for the digital transformation eﬀorts in the domain of his.her ministerial 
responsibility  

•  National security will be strengthened through the development of a sustainable and resilient hybrid 

state IT infrastructure and a uniﬁed national enterprise architecture. 

•  Separation of the governance of state information systems and data management; binding principles 
for the development and management of state information systems and data have been established 
and clariﬁed to guide institutions 
Enabling the implementation of European Commission and other international recommendations for IT 
and data management practices  

• 

3.  Key Success Factors 

• 

Institutions’ IT governance maturity level in 2028 will be 3 out of 5 by COBIT 

•  Higher maturity level of e-services provided by public sector as well as by business will be achieved   

•  Reduced number of state information systems, widespread development and use of common IT 

solutions in the public sector 

4.  More information 
More information can be found at: 

• 
• 

XI-1807 Law on the Management of Information Resources of the State of the Republic of Lithuania 
EIMIN: Lithuania moves towards modern management of state information resources | Ministry of the 
Economy and Innovation of the Republic of Lithuania (lrv.lt) 

138  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Lithuania – Classification of national digital assets 
Top-level benchmark 
Transparency, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
In  mid-2023,  a  new  procedure  and  methodology  for  assessing  the  importance  of  state  information  resources 
(national digital assets) were adopted in Lithuania. According to the newly approved procedure, the importance of 
the data processed in state information systems and registers shall be assessed according to the consequences that 
a  violation  of  confidentiality,  integrity  and  availability  of  such  data  may  have  on  the  state,  its  institutions  and 
residents  in  various  areas.  These  areas  include  national  security  and  intelligence,  international  relations  and 
international  trade,  public  security  and  law  enforcement,  trade,  economy  and  public  finances,  public  and 
administrative services. The methodology for assessing the importance of state information resources describes the 
assessment process itself and provides guidelines according to which the institution can objectively evaluate the 
potential level of impact of breach of confidentiality, integrity and availability of data in each of the above-mentioned 
areas. The importance of state information resources is assessed not only at the initial stage of the information 
system development, but also later on when changes occur in the data structure of the information system which is 
already in use.. According to the assessment results, information systems/registers and the data processed therein 
are assigned to one of 4 types of state information resources: critical, important, medium importance or ordinary. 

2.  Benefits 
•  Selected appropriate digital assets cybersecurity tools and more secure information systems 

•  Conditions and SLAs of IT services aligned with the importance of digital assets 

•  More optimal IT investment planning based on the importance of digital assets 

•  Better information systems architecture decision making process including the decisions related to cloud 

services, data storage place, functional and non-functional requirements implementation 

3.  Key Success Factors 
• 

Inventory of all major national digital assets (information systems, registries and data processed in those 
information systems and registries) 

Improved maturity level of data governance in public sector institutions 

• 
4.  More information 
More information can be found at:  

•  Assessment of the Importance of State Information Resources | Ministry of Economy and Innovation (lrv.lt) 
•  576 Approval of the Procedure for Assessment of Importance of the Importance of State Information 

Resources (e-tar.lt) 

•  4-418 Approval of the methodology for assessing the importance of State Information Resources (e-tar.lt) 

139  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Lithuania – Parliament of the Republic of Lithuania. Open Seimas Platform 
Top-level benchmark 
Transparency 

Life event  
Regular business operations 

1.  Good practice description 
The Open Seimas platform is a new digital tool designed to fully involve citizens in the legislation process. 
This platform provides an opportunity not only to submit your proposals, but also to get more actively involved 
in the discussions on the issues raised, the consideration of projects and submitted proposals in the Seimas 
committees, and to receive an answer to the submitted proposals. After registering, participants will have the 
opportunity to submit their proposals for the projects under consideration, comment and support the proposals 
of others, and discuss the proposed topics in the discussion space. 

2.  Beneﬁts 

• 

• 

The platform creates prerequisites for more active public participation in democratic processes 

The feedback mechanism increases conﬁdence in the legislation process and the importance of the 
citizen's opinion 

•  An open discussion channel enables legislators to hear the opinions of individual and less mobilized 

groups of society 

3.  Key success factors 

• 

• 

The interest of politicians and the oﬃce of the parliament in implementing inclusive citizen 
participation tools 
Ineﬀective previous experiences that do not meet the principles of user-friendly access 

4.  More information 
More information can be found at: https://atvirasseimas.lrs.lt/  

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eGovernment Benchmark 2024 Background Report 

Lithuania – Cultural Infrastructure Center. Digital solution to identify damage to historic 

buildings 

Top-level benchmark 

User centricity 

Life event  
Regular business operations 

1.  Good practice description 
The owner of a historic site has a duty to maintain the cultural heritage site and its grounds, to repair defects 
in a timely manner, and to protect the buildings from the adverse effects of the environment. In order to 
empower owners to identify problems on their own, the Cultural Infrastructure Center has developed a mobile 
application. Mobile application helps to identify physical damage to real cultural heritage, historic buildings or 
other structures in photos uploaded by the user. The solution seeks to identify the type of damage to the 
building  by  giving  the  name  of  the  damage,  a  description  of  the  damage,  the  reasons  for  the  damage,  a 
description of the damage to the object, and recommendations to the user on how to properly manage the 
identified damage. 
2.  Beneﬁts 

•  Raising public awareness of preventive building maintenance would, in the long term, lead to 

the preservation of more immovable cultural heritage and historic buildings, reduce the need for 
funds for their management, and enable managers to identify physical damage to the objects 
themselves and to take the necessary action in time 

3.  Key success factors 

• 

• 

Existing experience of the Cultural Infrastructure Center in providing consultations with mobile 
teams 

The experience of the developer of the solution and the existence of photo recognition based 
solutions in the market and their application in state institutions 

4.  More information 
More information can be found at: https://govtechlab.lt/challenge/how-to-identify-damage-to-historic-
buildings-and-carry-out-preventive-maintenance-through-digitisation/  

141  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Lithuania – Dubysa Upper School in Šiauliai region. Data analytics platform to improve student 

achievement 

Top-level benchmark 
User centricity 

Life event  
Regular business operations, Studying 

1.  Good practice description 
The platform collects and analyses information about students’ progress without wasting direct teacher and 
administrative  time.  It  helps  teachers  to  assess  students’  progress,  identify  problem  areas  and  tailor 
appropriate  interventions  and  personalised  support  based  on  the  recommendations  for  improving  student 
achievement proposed by the prototype. Digital solution helps teachers to better understand the individual 
needs  and  learning  styles  of  their  students  and  to  apply  effective  teaching  strategies.  The  nature  of  the 
student  work  scenarios  developed  in  the  platform  depend  on  the  individual  student’s  performance:  if  the 
student’s  performance  is  declining,  the  platform  offers  to  teachers  student  work  scenarios  based  on  the 
recommendations. 
national 

2.  Beneﬁts 

• 

• 

The solution integrates diﬀerent information about students from various sources that would be 
diﬃcult for teachers and administration to combine and interpret immediately 

The solution enables the creation of individualized, eﬀective learning strategies for students 
based on their academic achievements, behavior, cultural experience and social environment 

3.  Key success factors 

•  Data and information from various registers that could be easily integrated into the platform 

and used 

•  A proactive school team with experience in implementing non-traditional solutions in the 

educational process 

4.  More information 
More information can be found at: GovTech Lab Lithuania https://dubysos.lt/  

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eGovernment Benchmark 2024 Background Report 

Lithuania – The Wizard of Financial Instruments 
Top-level benchmark 
User centricity 

Life event  
Regular business operations, Business start-up 

1.  Good practice description 
The Wizard of Financial Instruments is a convenient tool for businesses that helps find the right financing 
faster. Various financial instruments are collected and constantly updated in one place, and after answering 
a few simple questions about the scope and size of business activity, the wizard will offer the most suitable 
financing options currently available to Lithuanian businesses.  
The wizard of financing tools can be used by very small as well as expanding or already mature business - 
no specific criteria are applied to the business. All entrepreneurs can use this tool and receive a personalized 
list of financial instruments that meet their business needs. 

2.  Beneﬁts 

• 

• 

• 

Free online tool available for each business. 

For all businesses, the wizard provides an individual list according to business needs. 

The wizard has more than 25 active ﬁnancial instruments for business, and the list is constantly 
being updated. 

3.  Key success factors 

• 

• 

Individualized Financial Instruments options. 

Information on diﬀerent funding sources is provided in one place. 

•  User-friendly and well-structured content.  

4.  More information 
More information can be found at: https://inovacijuagentura.lt/wizard  

143  

 
 
 
 
 
 
 
 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Luxembourgh – Live estimated waiting time 
Top-level benchmark 
User centricity, Transparency 

Life event  
Family, Moving 

5.  Good practice description 
Although the majority of services in Luxembourg can be completed fully online, some services require a 
personal visit to a government oﬃce. To make such visits as convenient and eﬃcient as possible, the 
Municipal Oﬃce of the City of Luxembourg displays on its website the estimated waiting time. This is a real-
time indication of how many minutes someone is expected to stand in line before someone can pick up an 
identity card or register a birth. 

6.  Beneﬁts 
•  More eﬃcient and pleasant visits for citizens. 
•  Clear management of user expectations and less service peaks for civil servants. 
7.  Key success factors 
•  Real-time data. 
• 
8.  More information 
More information can be found at: https://www.vdl.lu/en  

Integration with services that require a personal visit to the municipal oﬃce. 

144  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Latvia – e-Identity un eSignature integration API  
Top-level benchmark 
Key Enablers 

Life event  
Regular business operations, Health, Starting a small claims procedure. 
1.  Good practice description 
The e-Identity platform provides service for organizations to validate the identity of natural persons, which 
ensures the safe identification of users of organizations and companies in external and internal information 
systems.  Both  solutions  is  free  of  charge  for  any  organization  to  use  and  meets  the  requirements  of  the 
eIDAS. 
Solution provides identity verification using the following identity proofing tools: 
• 
• 
• 
The signing platform through the API provides electronic document management and electronic identification 
of natural persons using electronic identification means and electronic signature. Both API is free of charge 
for any organization to use and meets the requirements of the eIDAS. 

eID card  
eSignature card  
eSignature mobile app  

Improves the security of organizations  
Improves customer data protection  
Financial savings for organizations not having to maintain their own solutions  

2.  Beneﬁts 
• 
• 
• 
•  Creates prerequisites for the development of cross-border e-commerce  
3.  Key success factors 
• 
•  A free tool for organizations and end users   
• 
Easy to use with various identiﬁcation tools  
4.  More information 
https://www.eparaksts.lv/en/for_developers/eIdentity_platform 

Easy integration into information systems and portals   

https://www.eparaksts.lv/en/for_developers/Signing_Platform  

145  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Latvia – DDOS   
Top-level benchmark 
User Centricity 

Life event  
Regular business operations 

1.  Good practice description 
Set of defense solutions - complex security and protection against various types of DDoS (distributed denial-
of-service) attacks, ensuring high availability of protected Internet resources. The solution can promptly repel 
both complex application-level attacks and the most extensive attacks detected at the moment.  
The service is shared and is provided to state administrative institutions and state capital companies. 
2.  Beneﬁts 
•  Available 24/7  
• 
Free of charge  
•  Shared and developing service  
•  Available not only for public institutions, but also for capital companies with the involvement of the 

state and local governments, or for services that the state considers critical. 

3.  Key success factors 
•  Makes it possible to replace the lack of internal specialists   
• 

Felxible and dynamic service what grows together and adopts with customer needs for today and 
tommorow The opportunity for organisations to focus on IT development issues.  
•  Available to public institutions without the application of the Law on Public Parks  
•  Scalable   
4.  More information 
https://www.lvrtc.lv/pakalpojumi/valsts_sektoram/ddos/   

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eGovernment Benchmark 2024 Background Report 

Latvia – SOC Service with advanced Cyber Incident Detection and Response  Advanced Cyber 

Incident Detection and Response 

Top-level benchmark 
User Centricity 

Life event  
Regular business operations 

1.  Good practice description 
The  Cyber  Incident  Detection  and  Prevention  Service  provides  a  proactive  approach  to  identifying  and 
responding to complex cyber threats.   
The service provides visibility into all data, including endpoint, network and cloud data, while using analytics 
and automation to prevent cyber threats and reduce organizations' cyber risks.  
Service provides:  

•  Remote and on-site incident prevention 
•  24/7 application acceptance (Helpdesk)  
•  Cyber security analyst services 8/5 or 24/7  
•  Adjusting the security policies of the service during the period of using the service  
• 
•  Real-time incident prevention.  
•  Case-by-case reporting and consultations  
• 
•  Monthly reports on identified violations 

Full service implementation and documentation  

Preventive monitoring  

2.  Beneﬁts 

Eﬀective incident identiﬁcation  

• 
•  Automatic detection of vulnerabilities and risks, as well as recommendations for their remediation  
• 
•  Reliable guarantees and controlled response time  

Infrastructure monitoring and real-time incident prevention.  

3.  Key success factors 

•  Security policies tailored to ﬁt the organization's individual needs.   
• 

Felxible and dynamic service what grows together and adopts with customer needs for today and 
tommorow The opportunity for organisations to focus on IT development issues.  

•  Scalable solutions and ﬂexibility for changes  

4.  More information 
https://www.lvrtc.lv/en/extended-detection-and-response-service-xdr/  

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eGovernment Benchmark 2024 Background Report 

Montenegro – Electronic enrollment services 
Top-level benchmark 
User Centricity, Transparency 
Life event  
Regular business operations, Studying, Family 
1.  Good practice description 
The Ministry of Education, Science and Innovation has several electronic services that are used in the 
department of education, which were created in 2020 in response to the pandemic caused by the Covid-
19 virus . Those electronic services are: 

•  Submitting a request for children's enrollment in a preschool institution, enrollment in the first grade 
of primary school, enrollment in the first grade of secondary school, enrollment in the first grade of a 
primary music school, enrollment in the first year of study programs at the University of Montenegro, 
submitting a request for accommodation and food in a student dormitory, applying for a student loan 
(new electronic service in 2023), applying for scholarships for pupils and students (new electronic 
service in 2023) 

All electronic enrollment services are available on the website www.upisi.edu.me, as well as on the 
electronic administration portal www.euprava.me. The Unified System for Electronic Data Exchange, which 
is under the jurisdiction of the Ministry of Public Administration, was used for the implementation of these 
electronic services. 

2.  Beneﬁts 
The number of electronic requests submitted over these electronic services in 2023 was: 

Faculties –3479 

• 
Preschool - 6020 
• 
Elementary school - 5122 
•  Secondary school - 5890 
•  Music elementary school - 503 
• 
•  Student dormitories– 3852 
•  Credits – 6071 
•  Scholarships – 1457 
3.  Key success factors 
• 

The mentioned electronic services, in addition to the possibility of electronic submission of requests, 
have a developed exchange of data with other departments in order to free citizens from obtaining 
the necessary evidence, electronic scheduling, automatic ranking, etc.  
Each execution of the submitted request electronicly addresses the Ministry of Internal Aﬀairs (over 
the Central Population Register, which replaces the need to submit a birth certiﬁcate).  
There is also an exchange of data with the Ministry of Labor and Social Welfare for enrollment in pre-
school institutions, primary and secondary schools (which replaces the certiﬁcate of beneﬁciaries of 
the family's material security).  

• 

• 

4.  More information 
Portal eUprave Crne Gore (euprava.me) - description and link to the portal for electronic enrollment 
Ministarstvo prosvjete, nauke i inovacija (www.gov.me) - link to the portal for electronic services 
www.digitalnaskola.edu.me - tutorials for parents and students on how to use all electronic services 

148  

 
 
eGovernment Benchmark 2024 Background Report 

North Macedonia – The Catalogue of Public Services 
Top-level benchmark 
User centricity, Transparency, Key Enablers, Cross-Border Services 

Life event  
Business Start-Up, Studying, Family, Career, Regular Business Operations, Moving, Transport, Starting a 
Small Claims Procedure 

1.  Good practice description 
The core component of the National e-services Portal (uslugi.gov.mk) is the Catalogue of Public Services, 
whose data is published on the Portal. The Catalogue is a structured register for entry and management of 
data for all public services, such as: service description, type of users, category and life events, process 
documents, process of applying and deadlines, data on payments of fees and taxes and values for special 
groups, responsible authorities, legal grounds, legal remedies, conditions and proofs (provided ex-oﬃcio or 
owned by user), means for applying, contact points, etc. The Catalogue is available to authorised public 
authorities’ personnel only. Prior to publication, data are entered, veriﬁed and approved by the competent 
authorities and MISA.  
2.  Beneﬁts 
•  789 out of the 1.336 services data entered into the Catalogue of Public Services are published on the 

• 

National e-services Portal’s public section. 
Easy to make various analysis of the services based on the entered data. Used as a base for 
optimization, guillotine and prioritization, as well as analysis for para-ﬁscal charges for businesses. 

•  A register that is independent of the platform (Portal) that presents the data. 
3.  Key success factors 
• 

The process of ﬁlling in the register: entering data, veriﬁcation of the data, approval by Portal 
administrative owner, translating data, publishing data. 
Inter and intra-institutional cooperation. 

• 
•  User manual for the Catalogue published and available on the following link. 
4.  More information 

More information can be found at: www.uslugi.gov.mk (for published data), www.admin.uslugi.gov.mk (the 
Catalogue) 

149  

 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Malta – Shared WordPress Hosting Platform 
Top-level benchmark 
User centricity, Cross-border services 

Life event 
Regular  business  operations,  Business  start-up,  Health,  Moving,  Transport,  Starting  a  small  claims  procedure,  Career, 
Studying, Family 

1.  Good practice description 
The success of portals lies primarily in reliable and secure web hosting. The Shared WordPress Hosting Platform, centrally 
managed by the Malta Information Technology Agency (MITA), was purposely built to host the Public Administration’s 
public-facing information websites, with a special focus on web security. MITA operates and manages the technical layer, 
while  government  service  owners  concentrate  on  portal  creation  and  content  development  through  a  Business  as  a 
Service (BaaS) model. 

The  underlying  infrastructure  implements  robust  information  security  practices  through  regular  updates,  frequent 
vulnerability tests at both platform and portal levels, as well as periodic penetration tests. This emphasis on information 
security  fosters  confidence  among  business  owners  and  citizens.  A  consistent  government  brand  has  also  been 
introduced  across  all  Ministries.  This  standardised  design  was  also  applied  at  a  local  government  level  and  will 
subsequently extend to all departmental portals. 

2.  Beneﬁts 
•  Maximisation of the potential of all stakeholders, as each one will be focusing on their strengths. 
•  Reduction in development and operational eﬀort by making the technology transparent to the portal creators. 
• 

Lessened time to market, as focus will shiﬅ away from technology, truly rendering technology to become a means 
to a goal. 

•  Highest ﬂexibility through a simple and cost-eﬀective hosting model, taking advantage of economies of scale in 

terms of cost recovery of the hosting, plugins, operational services, and resources. 

3.  Key success factors 
•  Site Onboarding: In the ﬁrst 6 months, the platform has registered an unprecedented take-up of 160+ portals. This 
far exceeded the expected take-up and thus signiﬁcantly accelerated the realisation of the above beneﬁts. The 
platform already has several sites that are now live for the public. 

•  Use of Open-Source Soﬅware: Through the introduction of this platform, using WordPress as the core technology 
and WordPress plugins and a custom component, the concept of Open-Source Soﬅware was introduced locally in 
Government Web Hosting. 

Prime Minister Portal: https://primeminister.gov.mt/ 

4.  More information 
Some examples of Ministry, local council and Government entity portals hosted on the platform: 
• 
•  Ministry for Health: https://health.gov.mt/ 
• 
•  Malta Digital Innovation Authority: https://www.mdia.gov.mt/ 
•  Malta Mediation Centre: https://mediation.mt/ 
•  Malta State Advocate: https://stateadvocate.mt/ 

Local Councils: https://msidalc.gov.mt/, https://sanlawrenzlc.gov.mt/ 

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Netherlands – Improvement of combined registration for starting a Business 
Top-level benchmark 
User centricity 

Life event  
Business Start-Up 

5.  Good practice description 
Companies have more ease in the process of the combined subscription with the tax service and the 
chamber of commerce. The amount of questions is reduced and can be digitally preﬁlled. The systems of the 
chamber of commerce and the tax service exchange data.  

6.  Beneﬁts 
•  200.000 entrepreneurs have an increased beneﬁts of the subscription process (NPS of +59 and CES of 

96%.) 

7.  Key success factors 
•  Continues improvement of services 
8.  More information 

More information can be found at: 
https://www.kvk.nl/informatiebank/vooraf-inschrijven-bij-
kvk/?gclid=EAIaIQobChMI0qvZ3Oyj8AIVTPgYCh01iAEuEAAYASAAEgKPkvD_BwE  

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Norway – DigiUng (Youth-centered digital health interventions) 
Top-level benchmark 
User centricity 

Life event  
Health 

1.  Good practice description 
The Norwegian Directorate of health and Directorate for Children, Youth and Family Affairs have worked over 
many years to better understand the needs of young people and figure out the best ways to promote better 
health.  Young  people  need  more  digitalized  access  to  both  health  promoting  information  and  healthcare 
services. Online services lower the threshold for contacting healthcare providers, allowing young people to get 
to know the services on their own terms and at their own pace, and to benefit from a reassuring initial sense 
of anonymity. Young people, particularly young men, struggle to relate to online content and services limited 
to health-related topics. Multifaceted lives and needs don't quite match sector-based services. The way young 
people feel at school, at home, in their own bodies and minds, in their free time, with their friends… it all hangs 
together  and  influences  one  another.  In  order  to  promote  better  health  among  young  people,  one  must 
promote well-being through a much wider and cross-sectoral approach. That is the mandate of the norwegian 
cross-sector collaboration program: DigiUng. 
This program aims at coordinating health-promoting cross-sector digital interventions for young people aged 
13 to 20 years in one place: www.ung.no. 

2.  Beneﬁts 
• 
• 

Young people can gain access to cross-sector information and services tailored to their age and needs. 
The goal of the program is to allow young people to read informative content, ask anonymous question 
to a nationwide interdisciplinary panel of experts, search for the closest help services, ﬁnd certiﬁed apps 
and other digital self-help tools, chat with a wide-ranging group of volunteer organizations, book 
appointments with healthcare providers and carry-out virtual consultations. All in one place. 

•  22 million visits to the website in 2022.  
3.  Key success factors 
• 
•  Cross-sectoral collaboration 

Putting the needs of the youth at the center  

4.  More information 
More information can be found at: https://www.digiung.no/en  

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Poland – Biznes.gov.pl with Entrepreneur’s Account, business start up online service in CEIDG 

system (Central Register and Information on Economic Activity), Help Center, Data 
warehouse 

Top-level benchmark 
User centricity, Transparency, Cross-border services, Key enablers 

Life event  
Regular business operations, Business start-up, Starting a small claims procedure, Career 

1.  Good practice description 
Biznes.gov.pl (Point of Single Contact according to Service Directive) is a website designed for people intending 
to start and run a business. The purpose of the portal is to assist in the implementation of matters related to 
setting up and running a business and to simplify the formalities necessary to set up and run a business. 
The main three pillars of the portal are: 
• 

services that help entrepreneurs deal with matters via the Internet – nearly 400 online services 
(including business start-up) and over 1,000 descriptions of administrative procedures; 
up-to-date content on applicable law, required procedures and formalities related to setting up and 
running a business in Poland and the European Union – nearly 500 articled written by experts; 

• 

•  Help Center, i.e. experts who answer questions about running a business. 

2.  Beneﬁts 
Biznes.gov.pl portal results: 

•  3.3 million established business activities (+99,2k Y/Y) 
• 
over 2,4 million accounts of entrepreneurs and almost 4,200 accounts of oﬃcials (+0,4M Y/Y) 
•  13.0 million page views per month on average (+4,8% Y/Y; 1,3% - share of English website version) 
•  2.0 million electronic services completed per year   
3.  Key success factors 
• 
• 
•  Help Center - professional, useful and focused on user needs 
4.  More information 
More information can be found at: www.biznes.gov.pl  

a team of professionals - business experts, IT developers, analysts, researchers, UX designers etc. 
cooperation with other institutions providing content for articles and e-services 

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Poland – Settlement of accounts in the e-tax office service (e-Urząd Skarbowy - eUS) 
Top-level benchmark 
User centricity, Transparency 

Life event  
Regular business operations, Career 

1.  Good practice description 
The Settlements service in e-US allows taxpayers and payers to verify balances and details of settlements 
with the tax oﬃce.  

The e-US user in Settlements can see: 

• 
• 
• 
• 
• 

posted and settled documents  
payments made 
refunds made, reclassiﬁcations 
interest paid 
payments which need to be clariﬁed 

Users on the e-US service can also pay their tax liabilities. 

2.  Beneﬁts 

•  Quick data access for the taxpayer 
•  Assistance in complying with tax obligations 
• 

Fewer visits and calls to tax oﬃces. In 2023, we found one million checks on balances and 
settlements and 1.5 million checks on payments by users of the e-US service. 

3.  Key success factors 

• 
• 

Ensuring that the data in the NRA's systems are up to date and presented reliably 
Launching the User Support Team 

4.  More information 
More information can be found at: www.podatki.gov.pl/e-urzad-skarbowy/  

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Poland – Cybersecurity Certification Programme for Business 
Top-level benchmark 
User centricity, Transparency, Cross-border services, Key Enablers 

Life event  
Regular business operations, Business start-up, Career 

1.  Good practice description 
In 2023, a pilot edition of The Cybersecurity Certiﬁcation Programme for Business was conducted in Poland. 
This initiative aims to enhance awareness and digital competencies, particularly in cybersecurity, among SME 
owners and employees. It targets SMEs with lower digitalization levels. The initiative involves a research phase, 
including baseline indicators for digital competencies and cybersecurity. A certiﬁcation system with a self-
assessment survey tool has been developed, supported by extensive project communication. The project has 
seen  success  with  over  1600  surveys  ﬁlled,  promoting  motivation  and  behavioral  change  in  SMEs' 
cybersecurity and digital transformation approaches. 

2.  Beneﬁts 
• 
Enhanced cybersecurity levels in the SME sector, contributing to economic stability in Poland. 
•  Adoption of a new cybersecurity standard in businesses, promoting a safer digital landscape. 
• 
3.  Key success factors 
•  Comprehensive  Research:  Conducting  a  thorough  research  phase  in  2023  to  establish  baseline 

Increased digital competencies among Polish SMEs, fostering a more secure business environment. 

indicators and tailor the initiative to the speciﬁc needs of Polish SMEs. 

•  Practical  Certiﬁcation  Process:  Implementing  a  three-stage  program—Diagnosis,  Education,  and 
Improvement—ensuring  a  practical  approach  for  SMEs  to  enhance  their  cybersecurity  measures  and 
achieve certiﬁcation. 

•  Outreach:  Implementing  eﬀective  and  engaging  communication  strategies  that  motivate  SMEs  to 

actively participate in the project, leading to a high response rate of over 1600 surveys. 

4.  More information 
More information can be found at: www.ﬁrmabezpiecznacyfrowo.pl/  

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Portugal – Virtual Assistant (Ai) 
Top-level benchmark 
User centricity, Cross-border services, Key enablers. 
Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family. 

1.  Good practice description 
The  Virtual  Assistant  is  a  generative  AI  ChatBot  (powered  by  ChatGPT3.5),  designed  on  Azure  Cloud  AI 
architecture with the purpose of assisting any person in accessing Portuguese public services. The VA answers 
in writing and/or by voice to citizens' queries, its voice response is synchronous with facial and lip movements 
as well as it adapts to the size of cell phone screens, thus allowing a constant support for citizens on issues 
whose complexity does not require a human intermediary. This innovative solution demonstrates a clear use 
case for AI within the public sector and seeks to answer to the constant demand for customer assistance in 
public services. 
2.  Beneﬁts 
It is an AI driven ChatBot housed within Portugal’s Public Service Portal, which aggregates all public services. 
Among its beneﬁts, we can highlight: 

• 

• 

The implementation of a 24/7 support line for queries related to public services. 

Provide a use case for AI in the Public Sector. 

•  Develop a tool that can help us free up space on our physical service provision locations and reduce 

queue time on our support telephone lines by sorting out menial queries automatically. 

Moving forward, the project aims to increase coverage of public services to all those available in the ePortugal 
website and the number of languages it can understand. The goal of these developments is to save even 
more  time  and  eﬀort  for  other  areas  of  public  administration.  This  reduction  in  human  labour  means  a 
reduction in energy spent, paperwork ﬁled and time expended in issues that could otherwise be easily solved 
by the chatbot. From MAY23-FEB24 the chatbot has had 25.390 conversations (88,5/day on average). Main 
requests answered so far involve the following topics: CMD activation; digital signature; expiry date of the 
CMD. Since the activation of the Virtual Assistant, we have noticed around a 10% increase in the number of 
CMD activations. 

3.  Key success factors 

•  Multi-entity involvement: The Virtual Assistant required multiple government entities and 

institutions which pitched in their own priorities and processes.  

•  Data quality assurance: Formulating valid and logical responses to the ﬁnal user’s queries required 

a great amount of data which was checked and tested along the way several times, especially as 
the scope of the ChatBot is being broadened. 

•  R&D: Investment in research and development was required for the continuous improvement 

needed to develop the Virtual Assistant.  

•  Cooperation with stakeholders: Engaging and involving relevant stakeholders (public and private) 
was critical to success. This implied the need for prolonged collaboration, regular exchange of 
feedback and support in the development and implementation of the ChatBot. 

4.  More information 
https://eportugal.gov.pt/  

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Romania – The use of AI in the Digital Policy Lab 
Top-level benchmark 
User centricity, Key enablers  

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
The setup at the Authority for Digitalisation of Romania (ADR) of the first Digital Policy Lab (DPL), containing 
hardware, software and toolkits. DPL is an experimental laboratory for detailed tests and demonstrations of 
the operational process of elaborating public policies in all stages: process initiation; generation of public 
policies; implementation; monitoring and evaluation). 
The DPL uses deep tech – in particular AI / Machine Learning - in innovative ways for testing, experimenting 
and  collaborative  design  (public  authorities  and  stakeholders)  of  public  policies,  using  templates, 
methodologies, framework instruments and toolkits which have a replicable feature among public authorities 
looking to test public policies in various fields and in response to various public service needs. 
Software:  MS  SQL  database,  living  lab  platform  (MS  SQL  Server  2019,  Integration  Services  (ETL  data 
integration  and  transforming;  reporting  Services  -  BI),  Analysis  Services  (data  analysis,  data  mining);i 
Machine Learning (predictive analysis & machine learning) and Big Data Clusters. 

2.  Beneﬁts 

• 

• 

Platform available free of charge for any public administration entity wanting to 
collaboratively conceive and test public policies prior to their implementation 

Training of public servants in the use of deep tech, collecting and use of data to make 
predictive analyses in support of public policy making 

•  Unlimited range of uses and test cases of the DPL to support public policies, design of 

new/improved public services 

•  Unrestricted number of users (public servants) that can access the lab and participate in 

iterations of the lab in various ﬁelds 

•  Unrestricted number/type of other stakeholders (businesses, independent experts, academia) 

that can contribute to the testing, experimentation and public policy design  

3.  Key success factors 

• 

Investment resources (hardware, soﬅware) 

•  Consultancy services/technical assistance supporting the implementation of the DPL  

•  Participation of public institutions in the testing of the DPL and iterations of public policies in 

various ﬁelds selected during the project implementation phase 

•  Availability of signiﬁcant amounts of data to be processed during the DPL public policy 

iterations 

• 

Training of ADR staﬀ in the use of the DPL 

4.  More information 
More information can be found at: https://www.adr.gov.ro/cadru-strategic-pentru-adoptarea-si-utilizarea-
de-tehnologii-inovative-in-administratia-publica-2021-2027-solutii-pentru-eﬁcientizarea-activitatii-cod-
sipoca-704/  

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Romania – ION, first AI governmental adviser  
Top-level benchmark 

User centricity, Transparency 

Life Event  

Business start-up 

1.  Good practice description 
AI has signiﬁcantly transformed how Romanian citizens engage with administrative and political issues, as 
ION - the ﬁrst AI to be named Oﬃcial Adviser to the Government is helping political leaders to leverage digital 
feedback for policy-making. The AI-driven system utilizes NLP and computer vision to eﬃciently collect and 
analyze public opinion from messages shared proactively by citizens. This system identiﬁes key topics for 
public administration, oﬀering decision-makers timely insights into public expectations.  

Blending  a  web  platform,  social  media  and   an  interactive  conversational  robot  for  deeper  insights,  ION 
provides  a  unique,  real-time  feedback  mechanism.  This  approach  not  only  reﬂects  the  evolving  public 
sentiment but also helps to enhance the policymaking process by ensuring policies align with current public 
views. As a modern iteration of the ancient Agora, with its dynamic reporting dashboard and AI bot which 
oﬀers  public  administrators  accessible  ‘conversations  with  the  data’,  ION  represents  a  forward-thinking 
initiative that has redeﬁned democratic engagement, for integrating AI into governance and fostering more 
responsive and inclusive public services. 

2.  Beneﬁts 
• 

Eﬃcient and precise feedback collection; 

• 

• 

Informed decision-making for policymakers; 

Enhanced democratic engagement. 

3.  Key success factors 

•  Advanced technological integration (combines emerging technologies such as NLP and 

computer vision); 

•  Multi-source feedback collection (innovative approach that combines proactively share data 

from the website, social media and the physical robot); 

• 

Focus on real-time data for policymakers 

4.  More information 
More information can be found at: www.ion.gov.ro 

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Romania – MoIAs’ Services HUB  
Top-level benchmark 
User centricity, Transparency, Key enablers  

Life event  
Moving, Career, Studying 

1.  Good practice description 
The services Hub stands at the core of (MoIA)’ digitalization efforts, while simultaneously serving as a pillar 
in  the  digital  transformation  process  which  spans  across  the  entire  spectrum  of  the  Romanian  public 
administration. 
The main objective of the project is to simplify the access of citizens and the private sector to the public 
services  provided  by  MoIA  through  its  various  bodies,  in  order  to  facilitate  a  seamless,  online  interaction 
between the beneficiaries and the providers of these services, including through the provision and optimization 
of the IT&C infrastructure and support systems necessary to sustain this interaction. 
The  Hub  of  services  integrates  established  standards  in  the  Information  Technology  and  Communications 
sector, such as: emphasis on user experience, ease of use, business continuity, cloud readiness and serves as 
a one-stop shop for electronic public services provided by the Ministry. 
In this way, the services Hub will stand as a best-practice example of government-to-citizen interaction and 
will contribute to the increase in efficiency of the public administration. 

2.  Beneﬁts 

The electronic services HUB is a one-stop shop for most of the citizens' needs in relation to the MoIA, which 
allows non-stop access, from anywhere, to all electronic services provided, thus citizens no longer need to go 
to the desk.  

Almost  one  year  from  launching,  the  HUB  has  been  accessed  more  than  4.633.600  times,  and  the  online 
scheduling service for issuing of passports recorded 11.718.938 views (as of 31.01.2024). 

Statistical Overview of the HUB as of 31.01.2024: 

• 
• 
• 
• 

• 

Total number of accounts: 355919 
Total number of criminal records issued through Hub: 341164 
Total number of traﬃc violation records issued through Hub (as of 18.05.2023): 37696 documents 
Total number of times the traﬃc violation history service was accessed through Hub (as of 18.05.2023): 
208077 
Total number of times the traﬃc violation history service was accessed by unique users through Hub (as 
of 18.05.2023): 66846 
Total number of people who registered an appointment (and followed through): 946666 
Total number of people who have an appointment registered for the future: 27681 
Total number of people (who accessed Hub’s electronic public services): 974347 

• 
• 
• 
3.  Key success factors 
•  User friendliness 
• 
•  Key enablers used (autentiﬁcation, e-documents, pre-ﬁlled forms) 

Transparency of service delivery  

4.  More information 
More information can be found at: https://hub.mai.gov.ro/site/about 

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Serbia – “I Protect You” platform 
Top-level benchmark 
User centricity, Transparency 

Life event  
Health, Career, Studying, Family  

1.  Good practice description 
Online  platform  “I  protect  you”  integrates  all  necessary  aspects  of  basic  prevention  and  tools  for 
combating  violence  involving  children,  including  online  report  form  and  progress  monitoring  and 
notification mechanism, as well as dedicated information and education material. The platform unites 
and coordinates all relevant sectors and competent institutions and strengthen their cooperation in the 
fight against violence. In addition to peer violence and violence against children which is the focus of the 
platform, it also helps in countering the violence against employees in educational institutions throughout 
Serbia. 
2.  Beneﬁts 
• 

Everyone can report violence in a simple way, online, and receive notiﬁcations and/or transparently 
monitor actions of competent institutions following status of the reported violence.  
The platform informs, educates and raises the capacities of children, teachers, parents as well as 
institutions to recognize and address violence quickly and adequately. Educational materials and 
online trainings are published. Currently on the platform there are 15 diﬀerent online trainings on 
the topics of peer, digital and family violence, and protection of children with developmental 
disabilities. Online trainings are divided in three categories, for children/students, teachers and 
parents. 

• 

•  A mobile application for Android and iOS users is also available to children and parents, through 

which it is possible for a child, with one click, to send their trusted contacts a notiﬁcation that he or 
she is in danger and a location. 

3.  Key success factors 
• 

The platform integrates and coordinates the work of all relevant ministries and over 2,700 other 
entities - all primary and secondary schools, centres for social work and social protection services, 
police stations, health institutions, competent departmental inspections and primary and higher 
public prosecutor’s oﬃces. 

•  A section of this platform serves as a quality educational online channel where parents, students 
and teachers can ﬁnd in one place all the information regarding the type of violence, signs and 
behaviour in diﬀerent situations. All the actors are also actively involved in the content creation.  
•  Citizens can report violence online, which enables them to report violence involving children at any 
time, but also to personally monitor the status, progress and resolution of their report. Upon the 
violence report is submitted in the system, competent institutions act in a timely manner. 

4.  More information 
More information can be found at:  https://cuvamte.gov.rs/  

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Serbia – “Welcome to Serbia” portal 
Top-level benchmark 
User centricity, Transparency, Cross-border services, Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
On “Welcome to Serbia” portal foreign nationals can use electronic services of diplomatic and consular 
oﬃces and other competent authorities, such as the Ministry of Interior and National Employment Service.  

2.  Beneﬁts 
• 

Foreign nationals can apply online for visa C, visa D and temporary residence approval, communicate 
with competent authorities and even supplement their request if incomplete, and monitor status of their 
application online without a need to pay a visit to a consulate or any other institution. 

•  All application stages are supported - from electronic application form and online submission of proofs 
and evidences, to electronic payment, status notiﬁcations and electronic delivery of oﬃcial government-
issued documents in a foreigner’s digital mailbox on “Welcome to Serbia” portal. 

3.  Key success factors 
•  Government entities collaborating to provide seamless services 
• 
•  Registration and authentication of foreign nationals using reliable, eIDAS compliant means of electronic 

Ex-oﬃcio sharing and reuse of information in electronic form  

identiﬁcation on national Portal for electronic identiﬁcation. 

4.  More information 
More information can be found at: https://welcometoserbia.gov.rs 

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Sweden – Mina Ombud 
Top-level benchmark 
Key enablers 

Life event  
Regular business operations, Business start-up, Health, Moving, Transport, Starting a small claims procedure, 
Career, Studying, Family 

1.  Good practice description 
Sweden has implemented a national infrastructure for a standardized and secure handling of digital powers 
of attorneys called Mina ombud. This provides for the option to give representation via powers of attorney, 
and in Sweden there are diﬀerent juridical ways to represent via e.g, roles of caregivers or trustees. Mina 
ombud gives the option of representation of juridical and natural persons by digital powers of attorney. The 
value-proposition here is that Mina ombud makes it possible for someone to represent companies and 
natural persons in digital services. This includes a national webservice for digital powers of attorneys where 
you can manage via e.g., creating new powers (via signatories), show all parties on a power of attorney, as 
well as the option to revoke all parties on a power of attorney. Mina ombud also stores powers of attorneys, 
as well as oﬀering services for third parties to administrate templates and permissions for powers of 
attorneys.  

2.  Beneﬁts 

• 

Leads to increased inclusion where those who cannot use digital services themselves can be 
included in the digital society 

3.  Key success factors 

• 

several authorities have worked together, which means that the solution fulﬁlls the needs of 
many 

4.  More information 
More information can be found at: https://minaombud.se/ 

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Sweden – Covid Bevis 
Top-level benchmark 
User centricity 

Life event  
Health 

1.  Good practice description 
The  development  of  the  Swedish  covid  pass  solution  and,  in  specific,  the  process  and  service  to  provide 
information and proof regarding people’s recovery from the corona infection; it was necessary to get access 
to the recovered persons health records. The service to provide people with covid passes and the developed 
processes and interfaces with health records, registers and different organizations have in a sense contributed 
to other solutions that will lead to better access to people’s electronic health records. Also, the solution with 
covid passes made it easier for people to get access to the vaccination register; which must be classified as 
an electronic health record. Over 18 million digital covid passes has been issued to over 6,4 million individuals 
out of the population of 10 million. The cost is under 5 SEK (0,45 EURO). 
2.  Beneﬁts 

•  Over 18 million digital covid passes has been issued to over 6,4 million individuals out of the population 

of 10 million. The cost is under 5 SEK (0,45 EURO). 

•  Made it possible for people to participate in the society and travel. 
3.  Key success factors 
•  Sense of urgency, the government saw the importance of quickly coming up with a solution and 

allocated mandates and funding quickly 

4.  More information 
More information can be found at: https://www.ehalsomyndigheten.se/privat/covidbevis/  

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Slovenia – The TRAY – a common platform for national and cross-border data exchange 

supported by AI 

Top-level benchmark 
Key enablers 
Life event  
Regular business operations, Business start-up, Moving, Transport, Studying, Family 

1.  Good practice description 

The Tray, a common central data exchange platform (known as "Pladenj" in Slovenian), stands as a versatile 
and  reliable  system  designed  to  facilitate  seamless  data  and  document  exchange  across  many  diverse 
systems and life events within the public administration and beyond. Employing advanced machine learning 
techniques,  a  subset  of  artificial  intelligence,  it  enhances  stability  and  mitigates  disruptions,  thereby 
optimizing the flow of information. 
In December 2023, the platform was upgraded to support cross-border exchanges in alignment with the EU 
Single  Digital  Gateway  Regulation,  serving  as  our  national  part  of  the  Once-only  Technical  system.  This 
upgrade positioned Slovenia among the first four countries that successfully and timely implemented this 
functionality. 
This solution serves as an intermediate platform and allows for a fast and easy onboarding and integration 
of  the  different  stakeholders,  both  on  the  side  of  the  service  providers  (national  portals  for  citizens  and 
companies) and of the database owners or evidence providers as required by the EU Regulation. 
This  system  plays  a  pivotal  role  in  smoothing  data  exchange  processes  and  safeguarding  our  digital 
infrastructure.  

2.  Beneﬁts 

•  As a powerful common data exchange platform, also at the cross-border level, it supports the 
process optimization and automatization, improving efficiency and enabling significant savings 
for all the stakeholders involved, and successful and timely compliance with the obligations 
imposed by EU regulation. Machine learning is smoothing the data flow, helping the data 
sources and data clients to easier overcome eventual peaks and disturbances, making our 
digital infrastructure with increased robustness, resilience, and sustainability. 

3.  Key success factors 

• 

For quick and eﬃcient implementation, it was important that the concept of common building 
blocks was already widely accepted and used in our public administration, the "Tray" system 
being one of the most prominent ones. 

•  On organizational level, clear roles and responsibilities for common digital solutions in public 
administration are important and an eﬃcient inter-ministerial coordination group can assure 
that the solution is really useful and also used in practice. 

4.  More information 
More information can be found at: 

https://nio.gov.si/nio/asset/interoperabilnostna+komponenta+pladenj-368?lang=en  

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Slovakia – Electronic Sick Leave 
Top-level benchmark 
User centricity, Key enablers  
Life event  
Health 

1.  Good practice description 
The Social Insurance Agency has launched a change in the process of electronization and introduced electronic 
sick  leave  (so  called  ePN).  Electronic  sick  leave  is  a  service  that  replaces  the  paper  form  confirming  a 
temporary sick leave. Citizens with a social insurance ask for a temporary sick leave much more easily and 
without unnecessary bureaucracy. Issuance of ePN is mandatory for authorized doctors from June 1, 2023. 
By using this service, the doctor and the relevant institutions exchange all necessary data electronically. This 
means a hand-written certificate should no longer be a common occurrence.  
Citizens  with  a  social  insurance  can  monitor  the  status  of  their  electronic  sick  leave  online  if  they  have 
activated access to their account at the Social Insurance Agency.  
Employers get an easier overview of their employees' sick leaves due to electronic service that enables the 
automatic transfer of data on electronic sick leaves from the Social Insurance Agency portal directly to them. 

2.  Beneﬁts 
• 

ePN  means  exclusively  electronic  communication  between  the  doctor,  the  National  Center  for  Health 
Information, the Social Insurance Agency, a citizen with a social insurance and an employer 
ePN replaces a hand-written certiﬁcate that a citizen with a social insurance delivered to the employer 
and the Social Insurance Agency, 
in case of health problems, citizen online visits a doctor and leaves for treatment, all data and documents 
are exchanged electronically between the doctor and the relevant institutions 
the share of ePN in all issued electronic sick leaves is following: 

• 

• 

• 

o  06/2023 - 91,68 % 
o  07/2023 - 92,62 % 
o  08/2023 - 92,98 % 
o  09/2023 - 94,52 % 
o  10/2023 - 95,43 % 
o  11/2023 - 95,79 % 
o  12/2023 - 96,06 % 

3.  Key success factors 
•  Cooperation of the Social Insurance Agency, the National Health Information Center and doctors 
•  Modiﬁcation of key legislation 

4.  More information 
More information can be found at:  

https://www.socpoist.sk/news/povinna-epn-pre-lekarov-od-1-juna-2023-socialna-poistovna-jej-informacne-
systemy-su-na-ich 
www.elektronickapn.sk 
ePN - ezdravie (ezdravotnictvo.sk) 

165  

 
 
 
 
 
 
 
eGovernment Benchmark 2024 Background Report 

Türkiye – NeyimVar? (What’s the matter with me?) Application 
Top-level benchmark 
User centricity  
Life event  
Health 
1.  Good practice description 
"NeyimVar?" project is an artificial intelligence (AI) based expert system that asks questions to the user and suggests 
possible diagnoses and hospital branches to be visited as a result of the answers given to these questions within 
the framework of information compiled through e-Government Gateway or e-Nabız regarding the user's age, gender, 
family physician, etc. and current complaints. It can share the query data and possible diagnoses with the doctor 
the patient will visit. The application includes e-Nabız (the platform for Personal Health Record System), Central 
Physician Appointment System (MHRS) and e-Government Gateway integrations. It is therefore integrated with other 
relevant health applications and also provides an integrated appointment booking service. The application basically 
has the following functionalities: 
• 
•  Diagnosis detection with detailed questions 
•  AI based diagnosis-symptom relationship model improvement 
2.  Beneﬁts 
Referring Citizens to the Right Polyclinic 
• 

The project aims to direct users to the right polyclinics in accordance with the complaints and symptoms they 
enter into the system. It is aimed to provide more eﬀective and qualiﬁed service by recommending the 
appropriate polyclinic according to the complaints of the citizen. 

Easy complaint input 

Providing Eﬀective and Qualiﬁed Service with Cost/Time Savings 
• 

It has been found that nearly 6% of daily patient applications result in coming to or being directed to the 
wrong polyclinic. It is aimed to provide accurate and fast service to citizens as well as cost / time beneﬁts by 
preventing these false polyclinic applications. 

Supporting the Physician  
• 

It is a system that suggests a diagnosis to help our physicians diagnose faster. Our physicians will be 
prevented from wasting time with patients who are not in their area of expertise. The process of taking 
anamnesis will be improved with doctors viewing the symptoms that the patient has entered and diagnostic 
suggestions.  

Enriched symptom-diagnosis matching based on patient proﬁles 

Creation of a New Data Set Related to Health Data 
•  As a result of the project, data sets that have not been previously studied in Türkiye will be obtained: 
•  Most common symptoms 
• 
•  Regional Symptom Map of Türkiye  
3.  Key success factors 
•  Citizens can make an appointment for the right polyclinic from Central Physician Appointment System (MHRS). 
•  Citizens can enter their complaints and get information about possible diagnoses. 
• 
•  Citizens can enter their health complaints by typing, selecting them in the accordion menu and 3D visuals, as 

The application is free and simple to use. 

• 

well as seeing their colloquial equivalents, contributing to increasing health literacy. 
Ensuring that the physician has information about the patient before the patient arrives as a result of the 
physician's evaluation report, which is created aﬅer citizens use "NeyimVar?" and includes complaints, 
diagnosis and polyclinic recommendations. 

•  Approximately 32.8 million people logged into the system for a total of 38.7 million times. 
4.  More information 
More information can be found at: https://neyimvar.gov.tr/giris 

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eGovernment Benchmark 2024 Background Report 

Türkiye – Kolay İhracat Platformu (KİP) (Easy Export Platform (EEP)) 
Top-level benchmark 
User centricity, Cross-border Services 
Life event  
Regular business operations, Business start-up 
1.  Good practice description 
The Easy Export Platform (EEP) enables exporters and prospective exporters to access all the information they 
need on a single platform. In this context, information on products and potential markets that can be exported 
is presented in detail, while all information support is provided to companies in an easy and comprehensible 
manner  during  the  realization  of  exports.  By  processing  live  and  up-to-date  data  from  Türkiye's  and  the 
world's most important and comprehensive databases, EEP offers exporters of all sizes to high-potential trade 
routes that meet their needs. 

2.  Beneﬁts 
Currently, there are more than 72 thousand users in EEP. 
The EEP integrates 25 diﬀerent data sources for more than 190 countries for each of over 5 thousand 
Customs Tariﬀ Statistics Position (GTIP) codes, and oﬀers customized target market recommendations in 
order of priority within the framework of the proﬁle, history and preferences of our exporters by making 
calculations over more than 10 million rows in which the most eﬀective parameters are selected by 
machine learning among more than 10 thousand data ﬁelds automatically drawn from more than 10 
international and domestic databases. 
The "Supplementary Product Suggestions" feature within the scope of the “Smart Export Robot”, which oﬀers 
target market suggestions using machine learning algorithms, contributes to the enhancement of the export 
vision by providing the user with suggestions for products that are bought and sold together as well as the 
target market. 
The "Step-by-Step Export Guide" provides information about every step to be taken from the beginning to 
the end of the export process in the most understandable way. In this context, more than 100 educational 
contents prepared by the Ministry of Trade of the Republic of Turkiye and the institutions and organizations 
it cooperates with are also oﬀered through the platform. 
The EEP, which provides information that may be needed in export processes speciﬁc to the selected product 
and country, already includes a country pages module with information for over 190 countries, a sector 
pages module with information on sectors, a user-friendly legislation module designed to access the 
legislation published by the Ministry of Trade of the Republic of Turkiye, and an Export Cockpit Module with 
suggestions and information speciﬁc to registered individual or corporate users. 
3.  Key success factors 
Currently, there are 24.732 corporate users and 48.917 individual users, for a total of more than 73.500 
users in the EEP. Since the beginning of 2024, more than 2.430 new users have registered to the platform. 
Of the new users, 898 logged in from corporate accounts and 1.533 from individual accounts.  
Within the scope of the platform, data is extracted from over 25 services including "Declaration Data, 
Worldbank, Comtrade, Macmap, Foreign Missions Management Information System (DTYBS), Tariﬀ Search 
Engine (TARA), Turkish Exporters Assembly (TİM), ticaret.gov.tr, Euromonitor, Technical Barrier, Insideview, The 
International Trade Centre (ITC), Corpus".  
The parameter selection and weighting model works for each GTIP (6) code and determines the parameters 
and weights based on two main dimensions among approximately 10 thousand candidate data ﬁelds. Linear 
and non-linear (linear regression and random forest) machine learning models are tested to predict these 
main dimensions: potential and attractiveness. 

4.  More information 
More information can be found at: www.kolayhracat.gov.tr 

167  

 
 
 
 
eGovernment Benchmark 2024 Background Report 

Türkiye – My Military Service - Integrated Service 
Top-level benchmark 
User centricity, Transparency, Key enablers  
Life event  
Career, Family 
1.  Good practice description 
Innovative, value-added digital service was created by combining military service transactions transferred 
to the digital environment piece by piece since 2013 and integrated under a single service title. "My Military 
Service" is launched on the e-Government Gateway of Turkiye on March 2023 covering every stage of the 
military service process; including before and after the military age, roll call, call and transfer, recruitment 
and mobilization activities during active duty and reserve periods. 

2.  Beneﬁts 
•  During the design and development process of the service, lessons learned on how to ensure the best 
compatibility between diﬀerent IT infrastructures and programming languages and how to achieve 
optimum beneﬁt. This situation guided us not only in terms of soﬅware technologies, but also on how 
hardware development should be scaled in such services with a large number of transactions.  
•  Steps such as user-centered service development and lean process management have directly 

changed the citizen's perspective on digital platforms and contributed to e-participation by increasing 
their interaction with the e-Government Gateway. 
The steps in the military conscription process are tailored to the individual's situation, thus service is 
personalized. 

• 

•  Developments are also underway to enable remote health examinations.  
•  Data integrations with institutions reveal the data-oriented innovative feature of the service.  
• 

Thanks to the micro service architecture, stable data ﬂow allows transactions to be completed in a few 
minutes. All transactions related to military service are presented together and can be accessed 
instantly.  
The user can also obtain a barcoded military service status certiﬁcate from the system. It is planned to 
close military branches according to their utilization as the service digitalized and to use public 
resources eﬃciently. This is the most important innovative multiplier eﬀect that a digital service 
provides to the real world in terms of resource savings. 

• 

3.  Key success factors 
• 

The service, which opened on 20 March 2023, was used more than 88 million times until 14 November 
2023. The service became one of the most used services on the e-Government Gateway during 
military service- related deployment periods. For example, it was used 21.4 million times in October 
alone, 11.6 million times in July and 10.3 million times in August. 

• 

The service received many feedbacks from e-Government Gateway users who have reached military 
service age, emphasizing the service as satisfactory. Problems arising from the management of 
diﬀerent digital services of the Ministry of National Defense, which is responsible for providing the 
service, were eliminated and eﬀorts and energy were concentrated on a single service. E-mail, call 
center and support desk calls were signiﬁcantly reduced and user expectations were met. 

4.  More information 
More information can be found at: https://www.turkiye.gov.tr/mill-savunma-askerligim  

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