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eGovernment Benchmark Report 2025: On track for user-friendly online public services

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With the digitalization of public services a key priority for Europe’s governments, the latest European Commission eGovernment Benchmark report reveals both progress and room for improvement at the mid-way point of Europe’s Digital Decade.

Building accessible online public services

Governments across the European Union continue in their efforts to ensure online public services can be accessed by everyone, from anywhere. The 2025 eGovernment Benchmark report produced by Capgemini, in partnership with Sogeti, IDC, and the Politecnico di Milano, reveals how well the 27 EU Member States are progressing with this digital ambition. The good news is that the latest benchmark study found 96.1% of all eGovernment services across the EU are provided through a mobile responsive interface.

There is still room for improvement, however, notably in the areas of interoperability, accessibility, and cybersecurity—and in the service gap between central and both regional and local government. Find out what more needs to be done and discover how artificial intelligence (AI) is beginning to take off in the provision of automated live support.

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Key findings: 2025 eGovernment Benchmark

Ensuring a secure, inclusive and sovereign digital service infrastructure

All 27 EU Member States were included in the scope of the latest eGovernment Benchmark survey, which was conducted over the course of November 2024. During that time over 14,000 websites were evaluated by a team of Mystery Shoppers. They focused on 98 services related to nine life events (key moments in individuals’ lives that rely on public services).

The rigorous assessment also tracked the Digital Decade Policy Programme (DDPP) key performance indicators (KPIs) specifically for the online provision of public services both for citizens and for businesses. This aspect of the study found that businesses (scoring 86 points out of 100) continue to be better served online than citizens (82 points), although this gap is narrowing.

The annual eGovernment Benchmark findings give governments and online public service providers insights that can be used to assess what they still need to do to ensure a secure, inclusive and sovereign digital service infrastructure. For example, as in previous years, the latest study found that despite national-level progress, cross-border online availability remains significantly lower.

The study also explored the adoption of artificial intelligence (AI) in government services, finding that it is on the rise. 60% of national portals now have live support functionality, with 43% featuring live support often facilitated through AI-powered chatbots.

Overall, this year’s eGovernment Benchmark evaluated the online public services on three key dimensions:

  • Online Service Delivery: To what extent are services provided online nationally, across borders, and on mobile devices? 92% of services for national users can be completed online versus just 58% for cross border users.
  • Interoperability Signifiers: How effective is the reuse of eGovernment solutions and the cooperation between government bodies? 81% of services provide secure authentication using eID, while just 45% of cross-border services permit users from other member states to authenticate with their national IDs.
  • User Friendly Portals: Are portals easy-to-use and accessible, supporting users in obtaining services, such as online support and feedback mechanisms? 98% of portals have FAQ sections and 95% have demos widely available to help user journeys.

With the report stating that cybersecurity and web accessibility serve as drivers and accelerators for the delivery and uptake of eGovernment services (in addition to AI in live support), it is interesting to note that progress is still needed in both areas. More than half (57%) of all websites analyzed violated at least one of the eight selected Web Content Accessibility Guidelines (WCAG 2.1) criteria, while performance in cybersecurity remained limited—less than 1% of the websites individually passed all 13 criteria, suggesting that most EU government portals fall short of key cybersecurity standards.

With steady progress in the majority of areas analyzed, accelerating improvements in the underperforming aspects of online service delivery will be critical to realizing a truly inclusive and resilient digital public sector by the end of the decade.

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eGovernment – Benchmarking Europe’s progress

Discover which countries are leading the digital transformation of Europe’s public sector on the journey towards a Single Digital Gateway.

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Highlights

The European leaders are Malta 🇲🇹 (97 points) and Estonia 🇪🇪 (92 points), maintaining their leadership positions, closely followed by Luxembourg 🇱🇺 (90 points) and Iceland 🇮🇸 (90 points). Other frontrunners within the European Union are Finland 🇫🇮 (88 points), Lithuania 🇱🇹 (86 points), Denmark 🇩🇰 (85 points), Netherlands 🇳🇱 (85 points), Latvia 🇱🇻 (85 points), Sweden 🇸🇪 (82 points), Austria 🇦🇹 (82 points) and Portugal 🇵🇹 (81 points). The EU27 overall performance averages at 76 points.
The best leaders in the other European countries are Türkiye 🇹🇷 (83 points) and Norway 🇳🇴 (82 points).

Source: eGovernment Benchmark Insight Report 2024

Not all countries in the EU27 are in the same phase of their digital transformation, which can be illustrated by the gap between the top 10 and bottom 10 performing countries. The results depict how the gaps between the top and bottom performers have evolved over the recent four-year period. Coming from a 28-point difference between the top and bottom performers, it now sits at 23 points. This five-point decrease between the average of the top 10 and bottom 10 performers reveal a diminishing disparity in eGovernment performance. The efforts that these governments are making is essential for a widespread resilient digital environment in the EU.

Source: eGovernment Benchmark Insight Report 2024

Within the EU, the total amount of online services differs greatly for cross-border and national users. National users can use 88% of all the offered services digitally, whereas this is only 56% of the services for cross-border users. This means that, on average, cross-border users are missing the availability of 32% of all their services in comparison to the online availability of national services. Over the past four-year period, this gap has decreased slightly, coming down from 35%.

Source: eGovernment Benchmark Insight Report 2024

Citizen services: Human-centered by design

We partner with public sector organizations globally to design, test, iterate and run digital services that put citizens at the center.

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Expert perspectives

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Customer experience, Digital inclusion, Innovation

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Customer experience

What have two decades of tracking Europe’s digital government journey taught us?

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Sep 26, 2023

Meet our experts

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Marc Reinhardt

Executive Vice President, Public Sector Global Industry Leader
“We are proud to be a leading partner to public sector organizations globally, supporting mission-critical systems that touch the lives of millions of citizens and users every day. While developing the next generation of citizen-centric, inclusive public services, we are also enabling organizations to transform to tackle the most important challenges our societies face. As we look to the 2030 targets of the Paris Agreement and the UN Sustainable Development Goals, it’s clear that technology is a tool for achieving better outcomes, and that societal purpose should be a driving force behind the sector’s use of digital to perform and transform.”
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Niels van der Linden

Vice President and EU Lead at Capgemini Invent
“Making it easy for citizens and businesses to engage with government increases the uptake of cost-effective and more sustainable digital services. Currently, however, many governments do not yet share service data, missing out on the one-government experience and preventing them deriving actionable insights from monitoring and evaluating the state-of-play. We help to design, build, and run trusted, interoperable data platforms and services built around the needs of citizens and businesses.”
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Nia Roberts

Senior Manager, Digital Factories – Business Technology – Capgemini Invent UK
“Putting citizens at the heart of public services needs to be a top priority for governments in order to ensure that citizens’ needs are being met. Our tried and tested life-event framework empowers governments globally to deliver human-centric services that are inclusive and accessible to anyone who needs to use them, while providing value for public money.”
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Amandine Tristani

Senior Consultant, Capgemini Invent
“We leverage our extensive experience in the public sector to help governments build human-centered services, reshaping them around life events. A life event framework enables citizens’ needs to be anticipated and proactively serviced in an accessible and compassionate manner that takes into consideration their individual circumstances.”
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Jochem Dogger

Manager in the Data, Research & Evaluations team
“The public sector is increasingly realizing the potential of the data it gathers to improve citizens’ lives. The challenge ahead is to keep using data in an ethical and responsible manner, while opening up vital data sources to citizens and entrepreneurs and facilitating interoperable data exchange between institutions. This will enable governments to realize the economic, societal, political and environmental benefits that data has to offer.”
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Sem Enzerink

Manager and Digital Government Expert, Capgemini Invent
“Let’s shape digital governments that are well-connected. Well-connected to their users, to each other and to the latest technologies. Europe is ready for a new generation of digital government service to impact and ease the lives of citizens and entrepreneurs.”

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