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eGovernment benchmark

For years, Austria has been one of the pioneers in eGovernment matters. The diverse efforts and pioneering eGovernment initiatives of the Austrian administration have already been rewarded several times with top place in eGovernment comparisons. 

eGovernment benchmark 2017

In contrast to the existing European benchmarkings, there have been no overall rankings any more since 2013. However, the study provides a so-called clustering with details on numerous aspects of electronic administrative services.

In 2017, the company Capgemini conducted the 14th benchmark for eGovernment overall on behalf of the European Commission. The earlier benchmark criteria (Austria has ranked first since 2006) were completely revised and given a new study design.

After multiple analyses of eGovernment basic services, increasing attention was paid to the users. More than 27,000 European Internet users and the analysis of four life circumstances and five central key technologies of the 4 life events by 2 Mystery Shoppers per Member State provided the information.

The 2017 eGovernment Benchmark is divided methodologically into 2 sections:

  • in a user survey, 1,000 users were surveyed on their experience with eGovernment services
  • in each Member State 2 Mystery Shoppers were commissioned to place themselves in four life events and to test eGovernment services. The life events were: Starting a business and early trading operations, losing and finding a Job, studying and family life (new life event; measured for the first time)

With the benchmark in 2019, these life events will be tested again so that a rolling comparison of the results is made every two years in future.

Outlook: For 2018, there will be a test of four life events in each Member State by two Mystery Shoppers that will also be tested at an interval of 2 years. The life events are: regular business operations, starting a small claims procedure, moving and owning and driving a car.

The fundamental results from the 2017 benchmark are:

  • Austria improved in the top-level benchmark indicators user centric government, transparent government and mobility.
  • With regard to user friendliness, the cross-border availability and the transparency of the services offered, Austria achieved top rankings.

With regard to the overall rating, Austria, alongside other countries such as Sweden, Malta and Denmark is one of the top performers in eGovernment in Europe.

Overall eGovernment performance in Europe © European Commission
Source: eGovernment Benchmark 2017, Final Insight Report, Page 6

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