Capgemini-2025年电子政务基准报告：用户友好型在线公共服务步入正轨（英）

INSIGHT REPORT Written by Capgemini, Sogeti, IDC and Politecnico di Milano for the European Commission Directorate‑General for Communications Networks, Content and TechnologyMay ‑ 2025DG CONNECTBuilding Online, User-Friendly, and Interoperable ServiceseGovernment Benchmark 2025insight reportinsight report23Manuscript completed in May 20251st editionPROJECT TEAMCapgemini: Niels van der Linden, Sem Enzerink, Jochem Dogger, Stan Vugs, Arman Behrooz & Astrid Verhallen Sogeti: Sandrine Cipponeri & Erlend Firth IDC: Massimiliano Claps, Fung‑Yee Tang & Giorgio Micheletti Politecnico di Milano: Giuliano Noci, Michele Benedetti & Giulia Marchio Contact: Niels van der Linden (Project Manager eGovernment Benchmark)E-mail: niels.vander.linden@capgemini.comLEGAL NOTICEThis document has been prepared for the European Commission however it reflects the views only of the authors, and the European Commission is not liable for any consequence stemming from the reuse of this publication. More information on the European Union is available on the Internet (http://www.europa.eu).PDF | ISBN 978‑92‑68‑27476‑7 | ISSN 2811‑8383 | doi: 10.2759/0837457 | KK‑01‑25‑073‑EN‑NLuxembourg: Publications Office of the European Union, 2025© European Union, 2025 The reuse policy of European Commission documents is implemented by the Commission Decision 2011/833/EU of 12 December 2011 on the reuse of Commission documents (OJ L 330, 14.12.2011, p. 39). Except otherwise noted, the reuse of this document is authorised under a Creative Commons Attribution 4.0 International (CC‑BY 4.0) licence (https://creativecommons.org/licenses/by/4.0/). This means that reuse is allowed provided appropriate credit is given and any changes are indicated.For any use or reproduction of elements that are not owned by the European Union, permission may need to be sought directly from the respective rightholders.EUROPEAN COMMISSIONDirectorate‑General for Communications Networks, Content and TechnologyDirectorate B — Digital Decade and Connectivity Unit B.2 — Digital Decade CoordinationContact: Paola Annoni, Julien Burton and Silvia Beghelli (Project Officers for the eGovernment Benchmark Data Collection)E-mail: CNECT‑DIGITAL‑DECADE@ec.europa.eu European Commission B‑1049 BrusselsTable of Contents Executive Summary 04 INTRODUCING THE eGOVERNMENT BENCHMARK 08The Digital Decade Policy Programme 09Methodological update and strategic alignment 09Relevant policy priorities driving eGovernment services 11 DIGITAL DECADE POLICY PROGRAMME 12Digital public services for citizens 13Digital public services for businesses 16 AUXILIARY INDICATORS