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The state of public service provision today across Europe is progressing - but not fast enough

Categories : Press releasesCoverage
According to the 11th edition of the European Commission’s Benchmark Measurement of European eGovernment Services, carried out by Capgemini and its partners, the state of ICT delivery in Europe is more ‘quantity over quality’. The country factsheet for the UK is available as a pdf here.
The report, launched 28 May, was covered by key titles including Diginomica, Consultant-News and Government and Public Sector Journal.

The in-depth story from Diginomica concluded with the five key recommendations from this year's report:
  • Design with a user-centric mind, which means considering user involvement and co-creation to improve user experience of citizens.
  • Enable joined up governance, which means considering a centralised governance to foster collaboration.
  • Instill transparency in new operating models, which means being open regarding performance, processes and data so that your organisation will gain greater trust from users.
  • Exploit new and disruptive technologies, such as social, mobile, big data & analytics and cloud.
  • Build an e-skilled workforce.
Much of the media coverage quoted Capgemini, Vice President and EU Account Executive, Dinand Tinholt: “With wider services now in place, governments across Europe should now focus on innovating to streamline customer communications with citizens to increase satisfaction and close the gap on expectations. The public sector could innovate further by modelling elements of user-centricity from the commercial sector. However, this needs to be balanced with increased transparency around what citizen data is being used for, whilst collaborating more effectively between organisations.

Key findings of the eGovernment Benchmarking report:

Infographic - headline numbers:

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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