Assessing User Centric eGovernment performance in Europe

Project in brief

Indigov (now Indiville) was responsible for the user survey in the EU-study on Public Services Online ‘Digital by Default, or by Detour?’ Assessing User Centric eGovernment performance in Europe – eGovernment Benchmark 2012. Jo Steyaert was the lead researcher for this project.

The User Survey exercise provided a new and true-demand picture of how European Citizens perceive online public services. As far as known, it is the first time this exercise has been completed on this scale, revealing representative insights at both country and EU level. The survey reached 28,000 internet-using citizens across 32 EU countries, exploring 27 questions, and 19 most common citizen services. This provides a picture with 95% confidence (relevancy) of the views of the 600 million European citizens.

The full report of this study can be downloaded here.

Full project description

Indigov (now Indiville) was responsible for the design of the quantitative user survey: i.e. the development of the research methodology, the design of the questionnaire, the sample framework, the implementation & fieldwork and reporting of the survey.

The survey was administered in the EU27 as well as in Croatia, Norway, Turkey and Iceland. In 2011, the benchmark was re-designed and 2012 was the first year the re-designed benchmark was put into practice. It addressed four broad focus areas, derived from the policy priorities of the eGovernment Action plan: Empowering government, Seamless government, Results-driven government.
This survey targeted the Internet population of 32 countries with a total of more than 600 million inhabitants. This Internet population represents 72% of the total population between 16 and 74 years old (based on Eurostat data on Internet use by individuals in the previous 12 months). For each country, a representative sample of the Internet population was determined (interlaced by age/gender and representative of NUTS 1 regions). The target population was reached via online survey panels. The results from the user survey Europe-wide represents a total of 28 177 respondents.
The survey examined through 27 questions:

  • User profiles and target groups: categorisation of eGovernment users/non-users (demographics, Internet use, levels of trust in using the Internet, contacts with Government, …)
  • Usage of eGovernment services during the last 12 months, including channel use and preferences, and likelihood of future use
  • User satisfaction: satisfaction in comparison to other explanatory factors such as satisfaction with non-government eServices (eBanking, social networks, eCommerce), user expectations and achievement of objectives
  • Perceived benefits (impact): perceived benefits of using eGovernment channels and services
  • Barriers to use for eGovernment services, including awareness: explanatory factors that prevent citizens from using the online channel, including lack of awareness.