Capgemini News Blog

Capgemini News Blog

Opinions expressed on this blog reflect the writer’s views and not the position of the Capgemini Group

Why half of Europeans aren’t using digital government services

Categories : PeoplePublicUtilities

We recently announced the launch of the latest eGovernment benchmark survey which we carried out on for the European Commission (link to press release) earlier this week. The benchmark seeks to establish the maturity of provision and adoption of government services across digital channels.

The survey of 28,000 people across all EU countries rates their opinion of public eServices, alongside a detailed analysis of around 30 services for three high-impact life-events: starting a business; losing and finding a job; and going through higher education.

As Richard Kershaw, VP, Central Government Services, Capgemini Consulting writes in, though, “one in two citizens now engage with government services using a digital channel, [but] while the availability of government services digitally is now generally high, usage and satisfaction still need improvement particularly when compared that with private sector digital services.

It is a point corroborated by Stephen Kelly, the UK government's chief operating officer. Kelly told the HMRC SME Innovation Expo that approximately 80 per cent of car insurance transactions are completed online compared to only 50 per cent of car tax transactions.

Finally, Dinand Tinholt, VP, EU account executive, Capgemini, writing for the Information Daily, said: “Driving greater adoption of eGovernment services depends on breaking the vicious circle of lack of faith reinforced by a poor user experience. Culturally, linguistically and demographically, Europe is incredibly diverse, but governments must rise to the challenge of developing customer-centric services that can offer services to specific audiences on their terms, delivering quality, consistency and transparency.

You can see the full benchmark report here eGov: Digital by Default or by Detour or watch this neat video summary (2m 42s)

I’ve included an infographic that pulls out some of the key stats from the study and analyses:

About the author

Tom Barton
Tom Barton
Tom’s career in communications spans 20 years in the consulting, telecommunications and music industries. He joined Capgemini in 2005 and led the merging of PR, web communications and internal communications into one team. This recognised the convergence of channels and platforms that support an effective communications programme for external and internal audiences. Before joining Capgemini, Tom was global head of media relations at PA Consulting Group, marketing and communications director at his own record label, and had various internal and external communications roles at Cable & Wireless. He plays guitar, darts and cricket, and is still trying to do the Times crossword.

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