eGovernment benchmark : method paper 2020-2023 : [2nd edition]

This document is the eGovernment Benchmark Method Paper 2020-2023, which is the result of a method consultation (October 2019), a method workshop (February 2020) and Member State reflections on the basis of the method revision document (shared in April 2020). It also include refinements on specific life events following a method workshop (March 2021) and Member State reflections (April 2021). As compared to the previous method paper the following changes have been implemented: 1. Life events: the updated life events and services are included. Most notably: Transport (formerly Owning and Driving a Car) and Health. 2. Indicators: a. Pilot indicators are included (Mobile Service Delivery, Findability and Accessibility Foundations). Importantly, these pilot indicators are not weighed as part of the key dimensions until agreed upon. b. Based on final Member States reflections, the 'Transparency of public organisations' is replaced by the 'Transparency of service design' indicator (two former E5 questions from the old indicator were kept, two related questions were added). 3. Wording and clarity: c. A clear overview of historical changes and a glossary with key terminology are added. d. More in general, also based on final Member States reflections, existing definitions and questions have been sharpened where necessary (e.g. regarding automated/proactive services, Transparency of Service Delivery). Clarifications are given to make the method paper easier to read and understand.