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ACTIVITIES :: e-Inclusion :: Inclusive eGovernment

Inclusive eGovernment - no citizen left behind

The development of eGovernment is improving the delivery of public services to citizens, and it is essential that people without access to Information and Communication Technologies (ICT), or without the skills to use them, benefit from them, too. The eGovernment Action Plan seeks to ensure that no citizen is left behind, by promoting Inclusive eGovernment, under which specific measures are developed to deliver public services to and connect vulnerable groups at risk of exclusion.

Governments at national, regional and local levels, together with their agencies and other intermediaries (NGOs, civil societies, volunteer associations, and the third sector in general) which deliver public services, are increasingly integrating ICTs into their processes, both behind the scenes and in their interfaces with the public. Whilst eGovernment services should reduce the complexity of citizens’ and businesses’ dealings with government and its intermediaries, there is a danger that people without easy access to ICTs could find it even harder to deal with government. Public services should be available on equal terms to all, and therefore public authorities need to take account of the interests of all potential service users, following the principle of inclusive eGovernment.

As an example, registering the birth of a child used to involve a visit to the local registry office to make the declaration there. Many hospitals now transfer the baby’s details electronically to the registrar, and in some places the parent can now make their declaration on-line, saving a trip. For those parents without easy access to the internet, however, this eGovernment innovation has no benefit. Whilst making on-line registration possible simplifies the process for many, unless the authority provides additional facilities – such as terminals in maternity units – to help citizens register births, a significant part of the population is excluded from the benefits of such eGovernment service.

Bridging the divide

Around 30% of Europe’s population does not use any eGovernment services. This is due in part to the so-called ‘digital divide’, i.e. the gap between those with regular and effective access to information technology and those lacking it. Ironically, many of these excluded citizens are amongst those who need and consequently rely most heavily on government support – and would stand to benefit the most from accessing them on-line. For instance, people receiving unemployment benefits or drawing pensions are more likely than the rest of society not to have internet access or own a computer.

Bridging this divide requires social and geographical differences to be overcome, to ensure an inclusive digital society which provides opportunities for all. Government’s incentive to introduce new ICTs, simplifying the management and delivery of public services, and reducing costs, is clear. It is essential that the development of eGovernment must not be at the expense of citizens and – mostly small – companies and organisations without access to ICTs.

Many small firms, in particular those run by one person, do not use ICTs in the course of their business. The opportunity to complete tax declarations on-line, with the potential to receive any rebate due more quickly, for example, is therefore of limited value. Some such businesses may already use the services of an accountant who can complete declarations on their behalf. Tax authorities need also to consider making available a facility for small businesses which do their own book-keeping to benefit from the advantages of making declarations on-line, without the costs of employing an accountant, such as a helpdesk in tax offices.

Numerous EU initiatives are helping to transform this ideal into a practical reality. To accelerate these efforts, one of the eGovernment action plan’s five main objectives is articulated under the banner of ‘no citizen left behind’.

All for one

The eGovernment Action Plan calls for “no citizen to be left behind”, arguing that “ICT-enabled public services help to consolidate social cohesion and ensure that disadvantaged people face fewer barriers”. Member States have already committed themselves to ensuring that “by 2010 all citizens, including socially disadvantaged groups, become major beneficiaries of eGovernment”. Through the action plan the Commission will support national efforts to achieve these inclusiveness objectives.

In 2006, the ‘eGovernment road map’ was agreed by the Commission together with a group of experts from Member States. The road map directs efforts to ensure Inclusive eGovernment develops in the period up to 2010, with the expert group meeting regularly to steer efforts at European level. Stakeholders, in particular from agencies and authorities delivering eGovernment services and groups representing vulnerable user groups at risk of exclusion, are also consulted to establish real needs on the ground.

At the heart of EU efforts to develop Inclusive eGovernment is the conviction that harnessing ICTs in new ways enables government to better serve marginalised groups in society, including the elderly, disabled, unemployed and those with limited education. ICTs may be used directly by such people or by intermediaries who assist them, in government agencies, local service providers and charities. Improving the efficiency and effectiveness of government services for the widest range of the relevant population will, however, often require the use of parallel channels. In 2009, the Commission published a study  on strategies to deliver government services through multiple channels.

Last update: 13/09/2011