2025年电子政务基准报告：构建在线、用户友好和互操作的服务

Building Online, User-Friendly,and Interoperable Services INSIGHT REPORT Written by Capgemini, Sogeti, IDC and Politecnico di Milanofor the European Commission Directorate‑General forCommunications Networks, Content and TechnologyMay‑2025 Table ofContents Manuscript completed in May 20251stedition PROJECT TEAMCapgemini: Niels van der Linden, Sem Enzerink, Jochem Dogger, Stan Vugs, Arman Behrooz & Astrid VerhallenSogeti: Sandrine Cipponeri & Erlend FirthIDC: Massimiliano Claps, Fung‑Yee Tang & GiorgioMichelettiPolitecnico di Milano: Giuliano Noci, Michele Benedetti &Giulia MarchioContact: Niels van der Linden (Project ManagereGovernment Benchmark) Executive Summary The Digital Decade Policy Programme09Methodological update and strategic alignment09Relevant policy priorities driving eGovernment services11 E-mail:niels.vander.linden@capgemini.com DIGITAL DECADE POLICY PROGRAMME Digital public services for citizens13Digital public services for businesses16 LEGAL NOTICEThis document has been prepared for the European Commission however it reflects the views only of theauthors, and the European Commission is not liablefor any consequence stemming from the reuse of thispublication. More information on the European Union isavailable on the Internet(http://www.europa.eu). AUXILIARY INDICATORS Pre-filled Forms19Transparency of service delivery, design, and personal data19User Support20Mobile Friendliness21 PDF|ISBN 978‑92‑68‑27476‑7|ISSN 2811‑8383|doi: 10.2759/0837457|KK‑01‑25‑073‑EN‑N ADDITIONAL ACCELERATORS TO SUPPORTDIGITAL PUBLIC SERVICE DELIVERY The Single Digital Gateway Regulation to facilitate online access toinformation and procedures for a Single Digital Market25Bridging the cybersecurity gap in public services26Artificial intelligence in live support functionality28Measuring compliance with the Web Accessibility Directive28 Luxembourg: Publications Office of the EuropeanUnion, 2025 © European Union, 2025 The reuse policy of European Commission documentsis implemented by the Commission Decision2011/833/EU of 12 December 2011 on the reuseof Commission documents (OJ L 330, 14.12.2011,p. 39). Except otherwise noted, the reuse of thisdocument is authorised under a Creative CommonsAttribution 4.0 International (CC‑BY 4.0) licence(https://creativecommons.org/licenses/by/4.0/). This means that reuse is allowed providedappropriate credit is given and any changes areindicated. KEY CONCLUSIONS AND RECOMMENDATIONS EUROPEAN COMMISSION Progress towards the Digital Decade— emaining cross‑border challengesAuxiliary Indicators — Progress and Persistent ChallengesAccelerators of digital public service delivery — Enablers of eGovernmenttransformation Directorate‑General for Communications Networks,Content and Technology Directorate B — Digital Decade and ConnectivityUnit B.2 — Digital Decade Coordination Contact: Paola Annoni, Julien Burton and Silvia Beghelli(Project Officers for the eGovernment Benchmark DataCollection) For any use or reproduction of elements that arenot owned by the European Union, permission mayneed to be sought directly from the respectiverightholders. E-mail:CNECT‑DIGITAL‑DECADE@ec.europa.eu European CommissionB‑1049 Brussels Government services play a key role in the lives of EuropeanUnion (EU) citizens, influencing how they live, work, studyand travel. Therefore, the digitalisation of these servicesis a key priority. Every year, the eGovernment Benchmarkprovides a comprehensive assessment of the digitalisationof public services in Europe, assessing the EU’s progressin delivering online services to citizens and entrepreneurs.In particular, the benchmark tracks the EU’s advancementtowards achieving the European Commission’s Digital Decadetarget of providing all public sector services online by 2030. The 2025 edition of the eGovernment Benchmark alignedwith the Single Digital Gateway Regulation (SDGR), enablingan assessment of the Regulation’s implementation acrossall EU Member States. In 2024, 93% of the SDGR procedurescan be fully completed online. However, despite such positiveresults, the benchmark’s measurements reveal that there areno occurrences yet of Once‑Only Technical System (OOTS)implementations; hence, citizens or entrepreneurs are stillunable to automatically retrieve necessary documents froma trusted source in another Member State. Moreover, anassessment of digitalisation in delivery of output indicatesa notable disparity between national and cross‑borderusers upon the completion of a service procedure, with theformer being provided with an acknowledgement of receipt,digital outputs, and confirmations relatively more often. The eGovernment Benchmark indicators feed into theassessment of digital public services across three dimensions,namely Online Service Delivery, Interoperability Signifiersand User‑Friendly Portals. Based on these, the eGovernmentBenchmark specifically tracks the two Digital Decade KeyPerformance Indicators (KPIs) for the Digital Public