Dutch online government services are highly regarded for their user-friendliness, security, and transparency, according to the eGovernment Benchmark 2024. This annual study, conducted by Capgemini on behalf of the European Commission, assesses the digital transformation of public services in 27 EU countries.
The research evaluates online government services across four dimensions: user-centricity, transparency, technology, and cross-border services. This year’s study shows significant progress, with the overall performance of the 27 countries scoring 76 out of 100 points. Additionally, 86% of European government services are available online. However, 65% of these websites do not meet all the criteria of the Web Content Accessibility Guidelines (WCAG), which hinders access for users with (visual) disabilities.
User-friendliness
The leaders in Europe are Malta (97 points), Estonia (92 points), Luxembourg and Iceland (90 points). The Netherlands scores 85 points, maintaining the same level as in 2023. Romania is the lowest-scoring country with 32 points.
The Netherlands stands out positively with 96% of all measured government services being digitally available, compared to the European average of 88%. Furthermore, Dutch services are highly user-friendly, with 89% of the digital services containing pre-filled personal data, compared to 71% in other European countries. In 13% of cases, the service is delivered proactively, such as automatic child benefits upon the birth of a second child. Only four countries deliver more services proactively than the Netherlands.
Cybersecurity
The Netherlands also scores high in digital security. It is the only country whose public service websites meet all security criteria. In 90% of the services, it is possible to securely log in with DigiD. However, it could improve by providing users with more insight into who uses their personal data. There is also a significant disparity between services for Dutch nationals and non-Dutch nationals: 96% of services for citizens can be completed online, compared to 54% for foreigners. By offering more services in English, the Netherlands could advance in this area.
The conclusion is that digital government services are improving across the EU, though there are still significant differences between European countries. The eGovernment Benchmark 2024 highlights the importance of technological innovations to achieve the objectives of the Digital Decade: the European Strategy for Digital Transformation by 2030.
You can read the complete report on the European Commission’s website.
