This study is separated into two lots. This web-based survey will focus exclusively on quantitative aspects of the benchmarking exercise. The survey will cover the 25 Member States, Norway and Iceland. In Lot 2, the key aim of this study is to go beyond the current eEurope benchmarking on availability of online public services. There is a clear need to focus more on the impact and the usage of such services. The present study shall therefore focus on the most determinant features for these services to be taken up by citizens and to contribute towards achieving better and more inclusive public services.