The European Union’s public services continue to go through a digital transformation, improving online public services and advancing their digital skills. EMBARGO The benchmark, published today and in its 22nd edition, is carried out by Capgemini and measures the digital capacity of around 100 main public services in EU27 Member States for nine cross-border “life events” including moving or starting a business.
Then for the first time, all life events were recorded annually, allowing for a more precise assessment of the EU’s progress towards its targets for the EU Digital Decade 2030.
The report shows that a large majority of administrative procedures are now online and the average online availability score has risen for both citizens and businesses. The division of offerings between business customers and citizens is narrowing.
The influence of Artificial Intelligence (AI) continues to grow in improving digital public services. According to the benchmark, nearly 50 per cent of all government portals can now provide automated live support, commonly using chatbots, to facilitate assistance for information access and service delivery navigation. This is a sign of increasing acceptance of AI for enhancing user experience and efficiency.
Despite such advances, the report highlights certain stubborn areas that need greater focus. Cybersecurity continues to be a major problem, as a small minority of government websites have satisfied all 13 security obligations.
This is a huge threat to citizens’ data and to the public trust at a time when more and more information is making its way to the web. Besides, although national digital services have been developed to a large extent, the availability of services for cross- border users is still very far behind, which stands in the way of the seamless experience intended by the Single Digital Gateway Regulation.
There also remains an accessibility gap with a large number of government websites not yet compliant with Web Content Accessibility Guidelines (WCAG).
The 2025 eGovernment Benchmark is an important compass for the EU’s digital direction. Though Malta and Estonia continue to lead the way, the report highlights the urgency for faster action and focused investments in digital infrastructure, advanced technologies and digital skills in all Member States to reach a truly inclusive, secure and sovereign digital public sector by 2030.