e-government

benchmarking
2010
e-government
malta
eGovernment in Malta dates back to 1999 when it was
first assigned to a Ministerial portfolio. Since then Malta
has placed an electronic services legislative framework
and three ICT Strategies which have been instrumental for
Malta’s successful implementation of eGovernment. The
results obtained in various studies are the testimony of the
island’s continuous efforts in eGovernment, such as:

80 fully transaction-based services

Government payment gateway that processes over €51million worth of transactions

mGovernment notification system which processes approx 230,000 SMS’s yearly

eID – a central authentication system which allows access with a single username and password

eID Digital Certificates – increased security of eGovernment to allow for more sophisticated services

All road licences being processed onlineto be used online

Over 80% of businesses file corporate tax through the Inland Revenue website
eu e-government
benchmarking
Introduction

The EU eGovernment Benchmarking is an annual study

commissioned by the European Commission to measure
public sector performance across European Union member
states. This annual exercise started in 2001 and the 2010
report is the ninth measurement. This year’s report measures
six core indicators and through a ranking system, it shows
the best performing countries that have implemented the
most mature eGovernment services. The benchmarking
exercise does not only measure the implementation of
EU policies but also promotes standards and guidelines
for future and ambitious implementation of eGovernment
services.

All 27 European Union member states together with Croatia,

Iceland, Norway, Switzerland and Turkey have participated
in this year’s study, making the report a very comprehensible
picture of eGovernment across Europe.
summary of the 6 core
indicator results
20 Basic Services

The 20 Basic Services have been selected amongst EU

member states as the most widely used services. These
include services such as income tax, job searching, enrolling
in schools, health related, company registration and public
procurement services.

1. Online Availability Full Online Availability 2009 - 2010

100
90
80
70
60
50
40
30
20
10
0
MT IT AT PT SE UK IE ES FI DK DE LV SI NL NO FR EE BE PL TR CZ LU LT BG CH HU HR SK RO IS CY EL
Full Online Availability 2009 Full Online Availability 2010 EU27+ Average 2009 EU27+ Average 2010

Measurement of the availability of the 20 key public services and the degree of service level offered by these services

2. Sophistication Services Sophistication 2009 - 2010

100
90
80
70
60
50
40
30
20
10
0
MT AT IE PT SE DE IT ES UK FI DK SI LV FR EE BE NL NO PL LU CH TR CZ LT SK HU IS HR BG RO CY EL
Sophistication 2009 Sophistication 2010 EU27+ Average 2009 EU27+ Average 2010

Measurement of the level of interaction and / or transaction available through the 20 key public services
 User Experience

3. eServices User Experience (eServices) - Top Performers

Malta
Sweden
United Kingdom
Estonia
Denmark

88 90 92 94 96 98 100
Measurement of the level by which eServices are easy to use. This includes usability, transparenc, privacy, multi-channel, ease of use
and user satisfaction monitoring.

4. National Portal User Experience (National Portals) - Top Performers

Malta
France
Netherlands
Spania
Portugal

88 90 92 94 96 98 100
Measurement of the National Portals in terms of usability, user-centric design and service bundling.
eProcurement

5. Visibility eProcurement Visibility Benchmark

100
100
100
100
100
100
96
90

94
90
89
87
80

85
84
82
79
70

75
75
75
72
72
72
71
71
60

64
62
50

47
40

40
38
38
37
36
30

30
20

24
10
0
MT IE LT EE SI CZ CY SE BG UK ES NO PT DK FR RO PL IT DE AT LU CH NL SK HR BE FI IS EL LV TR

Average
Measurement on how straightforward it is for potential suppliers to find information on tenders issued by contracting authorities. Also
includes the availability of links to eProcurement systems.

6. Pre-Award eProcurement Pre-Award Process Benchmark

100
100
100
96
94

90
92
92
90
90
88
87

80
84
84
84
83
78

70
76
76
72
67
67

60
56

50
52
52

40
44
44
38

30
36
36
32
20
10
0
CY IE UK SE NO RO DK FR LT IT AT PT CZ ES BE MT SK PL DE SI BG EE CH IS LV LU HR TR
Average

Measurement of the eProcurement systems online availability of the pre-award phase, which includes notification of tenders up to the
awarding of tenders.

The best performing country in the 2010 Benchmarking

exercise was Malta which managed to attain a score of
100% in five of the six core indicators, followed by Ireland
with 100% in three of the six indicators. Such results
clearly show Malta’s commitment towards eGovernment
and how it rapidly evolved during the years to become an
international recognised ICT-embracing nation and one of
Europe’s most dynamic knowledge based economy with
strong ICT-skills.
next steps
for malta
These results give Malta more motivation to continue improving and evolving its eGovernment
programme. The Maltese Government is targeting to become an ICT centre of excellence by 2015.
Throughout 2011 we shall be:

• Launching the eGovernmnet Strategy for 2015;

• Implementing a Government-wide eProcurement system;

• An eForms platform which enables Ministry CIOs to deploy services online rapidly;

• An eGovernment operation targeted at having all public services online by 2012 and
concentrating primarily on simplification and on making services ever more accessible
and transparent to drive efficiency and competitiveness;

• myBills – an integrated system which allows all public sector bills to be paid online
from one portal.

Source of results:
• Digitizing Public Services in Europe: Putting ambition into action
• 9th Benchmark Measurement (December 2010)
• Prepared by Capgemini, IDC, Rand Europe, Sogeti and DTi
for European Commission, Directorate General for Information Society and Media