Capgemini – eGovernment Benchmark, 2023

The eGovernment Benchmark is a study that monitors the digitalization of public services in Europe. It focuses on the digital transformation of governments, which is driven by government policies promoting the use of digital technologies. The European Union aims to lead the way in this transformation through its Digital Decade policy program, with common targets set for 2030. This study specifically examines the digitalization progress made by governments in 2021 and 2022, a period heavily influenced by the Covid pandemic, which further emphasized the importance of digital public services. The eGovernment Benchmark evaluates the state of eGovernment in 35 European countries, including the 27 EU member states, as well as Iceland, Norway, Switzerland, Albania, Montenegro, North Macedonia, Serbia, and Türkiye. The assessment is conducted by Mystery Shoppers who evaluate 15,083 websites across the 9 key government domains during specific periods in 2021 and 2022. The study analyzes online public services based on four dimensions, which are further broken down into 14 underlying indicators and 48 survey questions. These dimensions aim to answer key questions related to the quality and accessibility of digital public services. By assessing the performance of governments in these areas, the eGovernment Benchmark provides valuable insights into the progress of digital transformation in Europe.