The aim is to undertake a qualitative analysis of the progress with respect to the goals of the eGovernment Action Plan, including improvements towards integrated eServices provided by governments to the public (specifically citizens and businesses). To this end the contractor is required to qualitatively measure (a) the progress, (b) the speed of progress and (c) the proximity to fully integrated and transparent services, meeting customers' satisfaction. The survey is to be carried out at national and European level, including the cross-border eServices involving common practices and interoperable systems (i.e. eProcurement)