Assessing User Centric eGovernment performance in Europe: Among the key findings:
- The most popular services were declaring income taxes (73% of users declare taxes online), moving or changing address (57%) and enrolling in higher education and/or applying for student grant (56%).
- While 54% of those surveyed still prefer face-to face contact or other traditional channels, at least 30% of them indicated they could also be regular eGovernment users if more relevant services were provided.
- 47% of eGovernment users got all they wanted from online services, 46% only partially received what they were looking for.
The report also signals that improvements are needed to online services for important life events like losing or finding a job, setting up a company and registering for studying.
- For people living in their own country, on average more than half of the administrative steps related to these key life events can be carried out online. Websites give information about the remaining steps. However, more transparency and interaction with users is needed to better empower citizens.
- The picture is less bright for the almost 2 million people who move or commute between EU Member States. While the majority of Member States provide some information about studying or starting a company from abroad, online registration is less common. Only 9 countries allow citizens from another EU Member State to register to study online, and only 17 countries allow them to take some steps to start a company in this way.”