Study on stakeholder requirements for pan-european egovernment services (PEGSs) IDABC Conference 2005 1
Objective To establish two sets of rankable pan-european egovernment services (PEGSs) in order to recommend one list of prioritised PEGSs for businesses (B) one list of prioritised PEGSs for citizens (C) based on the needs of businesses and citizens, i.e. on a bottom-up approach. These list are intended to serve as input for discussions on services to be implemented under the IDABC programme. 2
Description of PEGSs For the purpose of the study PEGSs were described as Cross-border electronic public services, informational or interactive, supplied by either national public administrations or European public administrations and provided to European businesses or citizens by means of interoperable trans-european telematic networks. 3
Stakeholders For the establishment of needs mobile citizens living and/or working in another Member State than their country of origin (C) Companies involved in or considering to be involved in cross-border activities (B) For the establishment of efforts Suppliers/providers of public sector services (A) Contacted primarily via intermediaries and intended to cover the 25 Member States, Bulgaria, Turkey, Norway and Iceland. 4
Ranking For the purpose of ranking the PEGSs five criteria were selected 1. Demand (B & C) 2. Potential user benefits (B & C) 3. Efforts needed (A) 4. Feasibility (A) 5. Political priorities/availability of a legal basis Only the two first criteria, i.e. demand and benefits, were taken into account in the theoretical prioritisation of the PEGSs. 5
Approach Phase 1: Definition Phase 2: Identification of needs of citizens and businesses Specification of PEGSs Define Stakeholder groups Develop methodology Desk research Qualitative research Quantitative research Validation & presentation Phase 4: Analysis, ranking and description Phase 3: Identification of the effort needed for PEGSs Analysis Ranking of PEGSs Final report Qualitative research Quantitative research Validation & presentation 6
Weighted demand: Businesses Weighted need 08. Export of goods / services 07. Registering intellectual property 06. Public procurement Scale: 0-1.0 04. Recruiting foreign employees 03. Refunding VAT 02. Declaring corporate taxes 01. Establishment of legal entities abroad 0,0 0,1 0,2 0,3 0,4 0,5 0,6 0,7 0,8 7
Weighted demand: Citizens 11. Pensions 10. Tax declarations 13. Public health insurances 12. Social security contributions 01. Residence permits 06. Renew al or extension of your passport 05. Driving license 02. Work permits 07. Registration f or elections 09. Recognition of qualif ications 03. Birth certif icates 04. Car registration 17. Child allow ances 08. Job search 16. Marriage certif icates 18. Enrollment at college/university Scale: 0-1.0 19. Study grants 14. Unemployment benef its 8 0.00 0.10 0.20 0.30 0.40 0.50 0.60 0.70 0.80 0.90
Demand Citizens expressed a need for services related to social security issues, such as public health insurance and pensions, and tax declarations. Businesses expressed an almost equal need for implementation of tax services, export related services and public services when establishing entities abroad. 9
Potential user benefits: Businesses 06. Public procurement 07. Registering intellectual property 08. Export of goods / services 03. Refunding VAT 01. Establishment of legal entities abroad 02. Declaring corporate taxes 04. Recruiting foreign employees - 0.1 0.2 0.3 0.4 0Time 0consuming 0 0 0.5 0 0.6 0 0.7 0.8 0.9 1.0 0Cost 0consuming 0 0 10
Potential user benefits: Citizens 08. Job search 04. Car registration 14. Unemployment benefits 02. Work permits 01. Residence permits 06. Renew al or extension of your passport 19. Study grants 11. Pensions 18. Enrollment at college/university 13. Public health insurances 09. Recognition of qualifications 10. Tax declarations 05. Driving license 03. Birth certificates 12. Social security contributions 16. Marriage certificates 07. Registration for elections 17. Child allow ances 0.00 0.10 0.20 0.30 0.40 0.50 0.60 0.70 0.80 0.90 11 1.00 Time consuming Cost consuming
Potential user benefits Citizens considered job search, car registration and unemployment benefits as most time and cost consuming. Businesses experienced the recruitment of foreign employees as most time and cost consuming, followed by tax issues and establishment of entities abroad. 12
Estimated efforts Child allowance Unemployment benefits Passports Registration as a voter Environment-related permits Labour legislation Birth & marriage certificates State Pension Public health insurance Work permits Consumer Protection Regulation Regulation for Im- and Export Study grants Driving licence Car registration Social contributions for an Homologation of Qualification Job search Enrolment in higher education Resident permits Registration of a new company Corporate Tax Public Procurement VAT Custom Duties Income tax declaration & Submission of statistical data 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 13 Informational service Semi-transactional service Full-transactional service
Estimated feasibility Submission of statistical data Study grants Income tax declaration & refunding Social contributions for an Enrolment in higher education VAT Custom Duties Public Procurement Driving licence Corporate Tax Registration as a voter Car registration Public health insurance Homologation of Qualification State Pension Regulation for Im- and Export Job search Resident permits Registration of a new company Work permits Environment-related permits Consumer Protection Regulation Birth & marriage certificates Child allowance Unemployment benefits Labour legislation Passports 0% 20% 40% 60% 80% 100% Informational services Semi-transactional services Full-transactional services 14
Prioritisation Ranking : Citizens Service Demand Benefits Total Service Level Efforts Feasibility Legal Basis Pensions 81% 43% 62% Semi-transactional 22% 30% Tax declar. & refunding 79% 39% 59% Full Transactional 31% 9% Residence permits 70% 46% 58% Semi-transactional 12% 24% Public health insurances 72% 40% 56% Semi-transactional 63% 16% Passports 68% 44% 56% Semi-transactional 30% 15% No Work permits 57% 48% 52% Semi-transactional 22% 23% Driving license 65% 38% 52% Full-transactional 50% 9% Car Registration 35% 58% 46% Semi-transactional 16% 29% No Job search 22% 60% 41% Full-transactional 49% 7% Recogn. of qualifications 36% 40% 38% Informational 6% 48% Birth certificates 35% 36% 36% Full-transactional 66% 5% No Unemployment benefits 12% 53% 33% Semi-transactional 30% 17% Enrolment at university 20% 42% 31% Informational 5% 51% Study grants 19% 43% 31% Informational 6% 67% Marriage certificates 21% 29% 25% Full-transactional 66% 7% No Child allowances 31% 11% 21% Full-transactional 99% 7% 15
Prioritisation: Citizens 11. Pensions 10. Tax declarations 01. Residence permits 13. Public health insurances 06. Renewal or extension of your passport 02. Work permits 05. Driving license 12. Social security contributions 04. Car registration 08. Job search 09. Recognition of qualifications 03. Birth certificates 07. Registration for elections 14. Unemployment benefits 18. Enrollment at college/university 19. Study grants Scale: 0-1.0 16. Marriage certificates 17. Child allowances 0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 16
Prioritisation Ranking: Businesses Service Demand Benefits Total Service Level Efforts Feasibility Legal Basis Refunding VAT 75% 50% 63% Full Transactional 66% 8% Declaration of excise goods 70% 50% 60% Full Transactional 67% 8% Registration of a new company 67% 50% 58% Informational 96% 50% Registering intellectual property 38% 33% 35% Semi-transactional 80% 24% Public procurement 16% 6% 11% Semi-transactional 89% 43% Tax Incentives No responses Informational No responses Consumer protection, labelling and packaging No responses Informational 93% 39% Submission of statistical data Not applicable Full Transactional 74% 11% No 17
Prioritisation: Businesses Refunding VAT Declaration of excise goods Registration of a new company Registering intellectual property Public procurement 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 18
Study on stakeholder requirements for pan- European egovernment services rendered indicative lists of possible PEGSs shown that the services are to be supplied by national authorities, some to be provided at European level and some at national level pointed to obstacles and barriers to be overcome for the implementation of PEGSs pointed out that feasibility studies have to be carried out for each PEGSs selected indicated that the business case still needs to be made 19
Study on stakeholder requirements for pan- European egovernment services The results of the study are to serve as one input to discussions and will contribute to orienting and prioritising the IDABC programme s activities in support of pan- European egovernment services - AS WILL THIS CONFERENCE Thank you 20