EU: e-Gov 2.0: The keys to success - best practices and success factors

Description (short summary):
This white paper aims to support e-Government projects and to assist public authorities in devising and reinforcing their e-Government policies.

Specifically, it identifies and examines the foundations of a successful e-Government programme and looks at ways in which public support can be obtained for what some refer to as "the modernisation of the State", i.e. the adoption of the "2.0" citizen-centric approach.

The authors have opted to present the results of their study as follows: 

1) e-Government 2.0: building the pathway to success

This chapter highlights the lessons learned from seven representative case studies of the most successful e-Gov programs from across the world to identify the keys to success and the applications valued most highly by citizens and businesses. They examine examples of eGov programs in the following areas: 

  • The Sovereign role of the State: e-ID and forms of identity
  • The Fiscal sector
  • The Social sector
  • The Health sector
  • Community-based services and personal services
  • The Financial sector
  • The Public sector and the modernisation of the civil register 

2) What do citizens expect from e-Gov 2.0?

In examining citizens' attitudes to these programs, the authors consider, among other things, the results of working groups organized by the CLCV (the French National Consumers Association) on the theme of trust and distrust in citizens' views of e-Government.

This chapter also deals with the cognitive relationship the citizen has with his/her understanding of traceability, a subject that remains elusive and whose inextricable relationship with our choice to have an open world of freedom and responsibility is still widely misunderstood. 

3) The keys to successful implementation of an e-Government 2.0 programme 

This is a more theoretical chapter, which reviews all the decisive factors in the design, implementation and running of an e-Government programme. Particular attention is paid to data protection and to the conditions required to increase uptake and build public confidence in e-Government. This chapter also reviews feedback from working groups on the distribution and generalization of e-Government services through major partners such as banks or telecoms operators.

4) Conclusion: from e-Government to Citizen-centric government?

The lessons learned from past experiences shall be reviewed in order to understand the essence of an e-Government approach and the conditions required to ensure success for public authorities and citizens alike, through a modern relationship that benefits from the advantages of e-Services but also from a host of structural elements and from the knock-on effects of the modernisation of the State.

The white papers consists of a series of observations and interpretations. In no way do they constitute absolute truths or universally-applicable methods to be followed to the letter. The case studies, feedback and recommendations in this report are intended purely to guide the choices of each State when it comes to deciding on priorities and paths to follow, and to highlight the key elements that have, in many advanced states, brought real success, recognised by their own citizens and in some cases beyond their borders. 

Number of pages:

Nature of documentation: Independent reports and studies


Type of document
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