capgemini e-government e-health [shutterstock: 2126636258, TippaPatt]
[shutterstock: 2126636258, TippaPatt]
Management Press Release

E-Health Still Has Room To Improve

Capgemini has launched the 2022 E-Government Benchmark, its annual report that provides the European Commission insights into the level of online government services across Europe, highlighting for the first time insights about health-related services.

The report, led by Capgemini and jointly carried out with its subsidiary Sogeti and consortium partners, IDC and Politecnico di Milano, finds that Malta, Estonia, and Luxembourg are leading Europe’s overall digital government transformation, including e-health, with the most user-centric, transparent, technologically enabled, and cross-border user-orientated e-government services. The study also highlights that future e-government success relies on delivering inclusive services to different users to meet each person’s individual needs, including those with certain disabilities or with low digital skills.

The report covers the 27 EU member states, the European Free Trade Association countries including Iceland, Norway, and Switzerland, as well as the EU candidate countries of Albania, Montenegro, North Macedonia, Serbia, and Turkey. By assessing over 14,000 webpages, the study reveals that more than eight out of ten government services under evaluation (81 percent) are now available online.

While the European Commission acknowledges the relevance of e-health in the digital transformation of governments, the e-health domain scores are only mediocre in the report. Just three countries have e-health maturity scores higher than 90 percent: Luxembourg (97 percent), Estonia (93 percent), and Malta (91 percent). Citizens in these three countries are well supported by digital health-related services. Among the countries surveyed, eight have a maturity score below 50 percent, meaning that citizens in these countries still need to refer to non-digital means.

Even though citizens’ access to online information has been made easier in a majority of European countries (77 percent), primary processes within hospitals, such as the scheduling of appointments and e-consultations, are still in their infancy. This is pertinent for non-national citizens too, who can only use three out of ten services online (34 percent), citing a lack of English information on hospital websites as the biggest barrier.

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