Analysis of the value of new generation of egovernment services and how can the public sector become an agent of innovation through ICT : executive summary

The new EU eGovernment Action Plan 2016-2020 - Accelerating the digital transformation of government - is guided by the following vision: "By 2020, public administrations and public institutions in the European Union should be open, efficient and inclusive, providing borderless, personalised, user-friendly, end-to-end digital public services to all citizens and businesses in the EU. Innovative approaches are used to design and deliver better services in line with the needs and demands of citizens and businesses. Public administrations use the opportunities offered by the new digital environment to facilitate their interactions with stakeholders and with each other." To fulfill this vision, the study provides European policy makers with a better understanding of what OGS are, what is their value for society, and how the public sector should innovate to foster their use and maximize their impact on society. To this aim, the study produced the following results: 1) a definition and a taxonomy of OGS; 2) an assessment of the value of OGS, based on a costs-benefits analysis aggregated and extrapolated across European countries, completed with an assessment of the non-monetized benefits; 3) the assessment of how public sector innovation happens and how the implementation of OGS can be accelerated by mean of appropriate policy measures.