Capgemini has published a report for the European Commission that tackles how European governments can harness new technologies to deliver public services.
“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,” Dinand Tinholt, vice president and European Union account executive at Capgemini, said Wednesday.
The study, which drew responses from more than 28,000 citizens from the EU member-states, covered the state of online government services in the region and how they could be improved in usage, transparency and service delivery capabilities.
The key findings highlighted mobility and other areas that the region still needs to do to hit milestones in its eGov action plan, Capgemeni says.
The study called on governments to consider including cross-border mobility as a key feature, noting that it could be a “worthwhile investment” where businesses and citizens involved in region-wide transactions are concerned.
Doing “more with less” also entails engaging in what the survey report called as “key enablers,” the technical tools (cloud, big data, social media, IPv6) needed to maximize what information and communications technology can offer.
“The public sector could innovate further by modeling elements of user-centricity from the commercial sector,” Tinholt said.
“However, this needs to be balanced with increased transparency around what citizen data is being used for, whilst collaborating more effectively between organizations.”