Luxembourg EU28+ Mystery shoppers have assessed the PSCs from the perspective of three scenarios:

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1 Performance on the PSC Criteria Performance per industry Home Member State Gap national - cross-border I. Quality and availability of information II. Transactionality III. Accessibility for of e-procedures cross-border use Overall (LU) Obligatory (LU) IV. Usability Voluntary (LU) Host Member 7646 State Temp 52 Host Member State 1 Business Services Construction Food, Beverages and Accomodation Personal Care The PSC assessment The PSCs are assessed by mystery shoppers according to four PSC Charter criteria, which are displayed in the upper left corner: Mystery shoppers have assessed the PSCs from the perspective of three scenarios: The performance of the PSCs is measured across four major industries, which are: 1. Availability of information indicates to what extent information about a procedure is available online. - Permanent establishment of a business in their home country; - Construction; - Permanent establishment of a business in another country; 2. Transactionality of e-procedures indicates to what extent one can complete a procedure online. - Food, Beverages and Accommodation; - Cross-border provision of temporary services. - Personal care. Overall scores for these scenarios are presented in the spider chart above, and are benchmarked against the average. The results per industry are displayed in the column chart above. This chart shows differences per industry and deviations from the average. 3. Cross-border accessibility indicates to what extent the portal is accessible for foreigners. 4. Usability indicates the ease and speed of use of government procedures. - Business Services;

2 Performance per subcriterion Average Score Average Score (Overall) Navigation tools & retrieval of information Payment tools Track & Trace 32 e-completion by foreign user 1 59 Distinction establishment & service provision Availability & quality of services 58 Speed of use POOR PERFORMERS 7 AVERAGE PERFORMERS The bar chart above presents the performance of the PSC on the PSC Charter criteria and sub-criteria. The bars and blue figures represent the country score per criterion/sub-criterion. The country scores are benchmarked against the average, as represented by the purple figures in each of the respective bars Ease of use 95 7 Multilingual Usability 95 Procedures e-completion & Transactionality Accessibility for cross-border users 85 Structure of information Transactionality of e-procedures Degree of available information Quality and availability of information Country Score VERY GOOD PERFORMERS 1%

3 Performance per requirement Quality and availability of information Company registration Transactionality of e-procedures General business license Recognition & special licenses Operations and location Country Score % % Usability Employing cross-border* Social security* Tax and financial* 58 Cross-border accessibility % average to POOR PERFORMERS 4 to AVERAGE PERFORMERS 75 to 1% VERY GOOD PERFORMERS Score per requirement The graph above presents the scores for the seven categories of administrative requirements per PSC Charter criterion. The categories of requirements are displayed on the left. The score of each of the requirements is benchmarked against the average. * This category of requirements is not obliged under the Services Directive and can thus be perceived as voluntary requirements 1%

4 Policy Context of the Point of Single Contact Status and progress Background Trend and evolution Structure of the PSC Strategy and policy objectives Consecutive assessments in 211/12, 213 and 214/15 place The PSC is part of the general egovernment portal of, Ensure interactive access through 'de Guichet', 's online among the top performers with an overall score well above where public services for both citizens and companies are provided. The one-stop shop for both citizens and companies. the EU average. The 211/12 assessment showed that on the PSC provides information on procedures, and for some procedures, it is Luxemburgish portal information provision is very good. ( ) It covers possible to complete them online at the portal. For some procedures, indeed the entire business life cycle. Complete information is provided in users are redirected to other (business) portals, for instance the portal of quality and quantity. In 215, is the top performing PSC on the Registre de Commerce et des Sociétés to register the articles of the availability and quality of information provided. The users indeed association. The strategy is now in its second phase, which aims to diversify the content and to enhance the interactive component of remote services so that all services can be offered online in the long-run. Strengthening the quality and security of identity documents. praise the way website present the information on requirements and Ensuring interoperability between the Government and economic associated procedures. stakeholders. No significant change can be identified in scores or ranking on the level Based on: of the criteria, over the period. The slight variations are rather the result - Administration on the net ABC Guide of egovernment in Austria of differences in methodologies and target groups than visible changes Governance in the PSC performance. - Digitales Oesterreich egovernment Vision 22 The Luxemburgish PSC ranks among the best performers, however, complacency is a risk, and there is still action required to fully meet the The body managing the PSC is the Ministry of the Economy. This Service Directive requirements, especially for the possibility to complete Ministry is also responsible for the PSC at a policy level. Initiatives on-line procedures by foreign users. This involves also: continuing to bring more transactional services online, while remaining focused to The authorities responsible for the wider egovernment strategy are the further improve usability features and improving user experiences of the Ministry of State and the Ministry of the Civil Service and Administrative Recently, a new secure interactive platform on guichet.lu was developed. PSC. Reform. It allows administrative formalities to be carried out online with the competent administration in a safe and secure manner via a LuxTrust certificate.

5 Point of Single Contact The Way Forward Strengths Weaknesses has achieved high maturity as regards the quality and availability of information and is one of two Being top-performer on quality and availability of information, most of the services are above the or just below very good performers surpassing the threshold. Its PSC facilitates online users who are searching for the threshold that distinguishes very good performance with only social security' disturbing that image. information with supportive navigation tools and a clear structuring of information. This is due to a consistent With a 59% score there is room to improve on that particular element. structure that aims for standardised, uniform, simple and easy-to-read information. is nearing the threshold for transactionality of e-procedures, mostly driven by the maximum has achieved full maturity (1%) as regards Payment tools, which means entrepreneurs can easily score for Payment tools. There is room for improving transactionality of e-procedures to reach the best fulfil financial obligations when completing an online service. performers stage, in particular as regards services recognition and special licenses and operations and is amongst the top performers in Europe as regards accessibility of services for cross-border users, location. Most progress can be realised though through improving track and trace' functionalities on the perhaps not surprisingly because of a 92% score for Multilingual (seen its context as business hub and with many portal. This would increase transparency for users and better clarify where they are in the online process and Belgium, French and German commuters crossing the physical border every day) and a 95% score for the clear what more is needed to complete. distinction on the PSC website between establishing a company or temporary service provision. Increased transparency in the service delivery process might also improve the usability results. A possible Even though there is room to improve usability of the PSC, shoppers did value the pop-ups explaining the definition consequence of insufficient track and trace functionalities could be users reaching out to support services (eg of some specific terms (such as accreditation/authorisation), guiding them during their visit. Furthermore, when to gain insight in which stage their application is). This particular indicator ( availability and quality of assistance drafting procedures on the PSC, involves people with a journalistic or linguistic background and not services ) scores below the average for. A Mystery Shopper reported: I submitted a query just technicians or legal experts. Simple language helps users to better understand what is required. to the PSC helpdesk on 19/1 and got a reply on 23/1 that my case would be treated shortly by a colleague. It is also noteworthy that the gap between service provision for national entrepreneurs and foreign entrepreneurs is On 26/1, I am still waiting for a reply. almost non-existent. It appears follows a consistent and coherent approach to serve both user stays behind in respect of the e-completion by foreign users due to the fact that technical key segments. enablers (eid, esignature) from other countries are not supported. In general, is one of the best performers in Europe. The clear and efficient governance structure, and commitment of stakeholders is key success factor in this regard. Recommendations In general, is one of the better performing countries in Europe with consistent results across all requirements, industries and for both national and foreign users. Still, there is room to improve and fulfil both obligatory and voluntary requirements agreed upon in the PSC Charter. 1. Increase e-completion/transactionality of services for both national and foreign users. The Luxtrust certificate is being implemented to support further development of the PSC. should make sure that certificates from other countries are recognised and supported on their PSC portal. 2. should focus on improving the user experience of the portal, both the usability as well as track & trace features, to increasingly satisfy users of the PSC and contribute to a successful business start-up. High quality services also decrease complaints and support requests, hence increasing efficiency of the PSC for the public authorities involved. should continue its practices of implementing usability monitors.

National. Austria EU28+ Mystery shoppers have assessed the PSCs from the perspective of three scenarios:

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