Survey â€“ 01 December 2003 – EU & Europe-wide – Benchmarking

Complete title:
Top of The Web
Survey on quality and usage of public e-services

Country/location:
EU & Europe-wide

Publication date:
01 December 2003

Document type:
Survey

Topic(s):
Benchmarking

Author(s):
PLS RAMBØLL & EWORX S.A., for the European Commission

Description (short summary):
This report presents the results of a survey on quality and usage of public e-services in Europe. The objectives of the survey were to identify which online public services are used by citizens/businesses in 18 European countries, analyse the level of quality of online public services, gather information about the extent to which basic public services are being used and whether these services are responding to the needs and expectations of citizens and businesses. The results show that almost 80% of users surveyed approve of the quality of online public services, and more than half are very satisfied with these services. Almost 80% of users indicate that they would recommend the services to other people. The most frequently cited benefits of using online services are saving time (84%) and gaining flexibility (65%). The most important factors providing user satisfaction are ease of use (for citizens) and the speed of the web site service (for businesses). The study concludes that crucial elements for the success of online government services are optimising workflows, simplifying processes, and improving the way information is re-used and shared amongst public authorities.

Copyright information:
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Original URL:
http://www.topoftheweb.net/

Language(s) available:       
EN

Number of pages (English version):
40

Document(s) for download:

Top of the Web Survey on quality and usage of public e-services