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 2016
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 2016, the company Capgemini conducted the 13th 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 20 eGovernment basic services, increasing attention was paid to the users. Around 27,000 European Internet users and the analysis of four life circumstances and five central key technologies of the four life circumstances by two Mystery Shoppers per Member State provided the information.
The 2016 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 two Mystery Shoppers were commissioned to place themselves in four life situations and to test eGovernment services. The life situations were: normal business activity (economy), introduction of a small claims procedure (judiciary), relocation (general administration) and acquisition and use of a car (mobility).
With the benchmark in 2018, these life situations will be tested again so that a rolling comparison of the results is made every two years in future.
Outlook: For 2017, there will be a test of four life situations in each Member State by two Mystery Shoppers that will also be tested at an interval of 2 years. The life situations are: loss of a job including job search (employment), studying (education), company start-up (economy) and “family life”, which has now been added.
The fundamental results from the 2016 benchmark are:
- Austria improved in all top-level benchmark indicators (user centricity, transparent government, cross-border mobility and key enablers) surveyed. This also applies for all benchmark subindicators such as online availability, usability, speed, etc.
- 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 Belgium, the Netherlands or Luxembourg, is one of the top performances in eGovernment in Europe.