Luxembourg Retains 3rd Place in EU eGovernment Benchmark

Luxembourg's Ministry for Digitalisation has reported that the Grand Duchy remains in third position in the eGovernment Benchmark.

Luxembourg has retained its spot in the top 3 of the eGovernment Benchmark 2024 ranking, published by the European Commission in parallel with the Digital Decade Country Report 2024, a strategic initiative of the European Union which aims to guide the digital transformation of Europe for a sustainable, people-centred and prosperous future.

The overall score obtained by Luxembourg in the eGovernment Benchmark 2024 was 90% - compared to the average of 76% obtained by all EU countries included in the ranking. In 2023, Luxembourg's overall score was 89%.

Luxembourg thus remained in third place for the third time, with progress noted in three of the four dimensions. The Grand Duchy performed particularly well in the "User centricity" and "Cross-border services" indicators, with its highest scores linked to "user support" (100%), "mobile friendliness" (97%) and "online availability" (95%). The lowest scores could be found in the "Transparency" (57 for "service delivery") and "Key enablers" (70 for "pre-filled forms"; 74 for "eDocuments") indicators.

In view of past years, the ministry has distinguished three phases in the digitalisation of public services in Luxembourg: an initial phase of relatively slow growth before 2019, when the state began its first digitalisation efforts; a "dazzling" growth from 2019 to 2022 (Luxembourg went from 19th place in 2019 to third place in 2022); a stabilisation at third place in the ranking, with a constantly increasing score.

Elaborating on this year's results and progress, the ministry explained that the "user-centricity" dimension analyses the extent to which a country's public services are delivered online and whether they are mobile-friendly. In addition, it takes into account the assistance and feedback mechanisms put in place. This year's score of 97% (EU average: 93%) marks an increase of one percentage point compared to 2023 which the ministry attributed mainly to an improvement in assistance and feedback mechanisms.

The second dimension "transparency" analyses the clarity of information provided by public administrations, the degree of user participation in the design of services as well as the degree of management of personal data by users. Luxembourg's score in this dimension remained unchanged, but at 90%, was well above the EU average of 67%.

The third dimension "key enablers" focuses on the technological enablers put in place for the provision of digital public services. In this dimension, Luxembourg obtained a score of 80%, which is slightly above the EU average of 78%. The ministry noted that the bill which recently entered the legislative process imposing the "Once Only" principle on administrations and encouraging a proactive approach to administrative services should have a "significant positive impact" on this dimension in the coming years.

The fourth dimension "Cross-border services" measures how citizens and entrepreneurs from other European countries can access information and services online through electronic identification and electronic documents. Luxembourg excelled in this dimension compared to other EU Member States, achieving a score of 92%, compared to the EU average of 66%.

The full results of the eGovernment Benchmark 2024 are available online at https://digital-strategy.ec.europa.eu/en/library/digital-decade-2024-egovernment-benchmark.