«1.Introduction
In the current digital economy public administrations need to continuously develop and improve their communication channels, services and work processes using digital technology. This leads to the development of eGovernment infrastructure and services for citizens, businesses and public administrations, such as: electronic identification, digital signature, digital public services (e.g. online payments, “one-stop-shops”, public procurement, access to healthcare), interconnected databases, the implementation of “once-only” principle in data collection, shared services for public administration (for support functions: accounting, human resource management, procurement, etc.).
The very implementation of European Union (EU) policies regarding taxation and customs union, home affairs, the single market, transport, health and food safety, consumer protection, environment, etc. rely on cross-border information networks and services (European Commission 2018a). Certain eGovernment services are required by EU regulations1.
At the European level there are various strategies, declarations and initiatives regarding the promotion of eGovernment services and digital skills for European citizens such as A Digital Single Market Strategy for Europe, the EU eGovernment Action Plan 2016-2020, the European Interoperability Framework, Tallinn Declaration on eGovernment, the Communications from the European Commission on Artificial Intelligence2 for Europe and A New Skills Agenda for Europe, as well as European Commission’s Digital Skills Initiatives.
In these strategic documents the emphasis is on streamlining the eGovernment transformations in Europe along agreed principles and towards common targets. The progress is monitored through annual Digital Economy and Society Index (DESI) Reports and eGovernment Benchmark Reports. Indicators focus primarily on connectivity, use of electronic services, user centricity, transparency, cross-border mobility, technical aspects of human capital, etc. However, the range and quality of digital public services varies greatly in Europe, as demonstrated by the DESI Reports. What explains the discrepancies? (…)».
