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

Transcription

1 Performance on the PSC Criteria Gap national - cross-border 1 National I. Quality and availability of information II. Transactionality III. Accessibility for of e-procedures cross-border use Overall (AT) Obligatory (AT) IV. Usability Voluntary (AT) Host Member State Temp Performance per industry 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) Degree of available information Quality and availability of information Structure of information 5 Payment tools Track & Trace e-completion by foreign user 71 5 Distinction establishment & service provision 72 7 Multilingual Ease of use Speed of use POOR PERFORMERS % 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 Availability & quality of services Usability Procedures e-completion & Transactionality Accessibility for cross-border users Navigation tools & retrieval of information Transactionality of e-procedures Country Score 78 VERY GOOD PERFORMERS 1%

3 Performance per requirement Quality and availability of information Company registration General business license Transactionality of e-procedures Operations and location Tax and financial* Employing cross-border* % 59 1% % Usability % Country Score Social security* Recognition & special licenses Cross-border accessibility 37 % 1% % average to % POOR PERFORMERS 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 In the 214/15 assessment, the largest (Wien) and the smallest The general PSC of provides information on where to find To achieve efficiency, proximity, security, accessibility, usability, and (Burgenland) Länder (in terms of population size) have been selected for information on procedures and redirects users to other business portals interoperability in the provision of services. the assessment, to achieve representative results. Consecutive and the nine PSC s at a regional level. It functions as an entry point assessments in 212, 213 and 214 place among low rather than a transactional portal where procedures can be completed. middle-ground performers with an overall score under the EU average. The regional PSC s provide more information on specific procedures. Significant changes in scores or ranking have not been identified over Some procedures can be completed online on these regional portals, for the period. The main weaknesses pointed out in the 212 assessment, others you are redirected to other business portals or physical offices. Full implementation of eid, eprocurement, and the once only principle are among the key priorities of., aiming at optimal back office processes. Full implementation of the one-stop-shop principle in egovernment, for remain valid in 214 i.e. inadequate structure of the available both citizens and business. information, weak integration with e-government services offered by Increase transparancy and trust by active data protection; securing other portals and underdeveloped English version of the portal. electronic identities Based on: It is noteworthy that the inclusion of a second PSC in the Administration on the net ABC Guide of egovernment in assessment did not impact the results much, which implies relatively Governance uniform development of the n PSCs in spite of decentralized - Digitales Oesterreich egovernment Vision 22 management. Looking at the four criteria, the most significant decrease is noted in the case of transactionality of e-procedures, whereas the most stable scores are the ones related to cross-border accessibility. The governance model can be characterised as decentralized. The However, these variations, in particular in the case of transactionality of responsibility for the PSC s lies at a regional level: at the Länder. The e-procedures, are rather the result of differences in methodologies and nine PSC s at a regional level are coordinated on federal level by the target groups than visible changes in the PSC performance. Ministry of Science, Research and Economy. The Federal Chancellery, in Initiatives cooperation with the partners in the Platform Digital, is The DLG foresees the installation of a "Dienstleistungs-Beirat (Services Overall, assessments of the n PSC have shown no responsible for the national egovernment Strategy. The Länder are Advisory Board) which meets on a regular basis and comprises all significant change in the perception of quality of the portal by the users. represented in this Platform, and they have a common representative for relevant stakeholders. Key weaknesses remain the same, although the 214 assessment was the PSC ( deputy ) expanded to include 2 out of the 9 federal PSCs. The revision of the directive on professional qualifications will lead to further provisions on federal and regional level concerning the PSCs.

5 Point of Single Contact The Way Forward Strengths Weaknesses The multilingual aspect of the PSC is perceived well by the mystery shoppers. The PSCs under assessment The online availability of information on business procedures is low in compared to the other countries. were available in English, but areas for improvement remain: not all English links were working, and parts of the Essential information is missing on a variety of economic sectors. PSCs still need to be translated. Mystery shoppers indicate that the portals contain too much generic information, insufficient specific Assistance services are available, helpful and of relatively high quality. information and too often they redirect users to other websites: Many links are offered but the majority is not When payments are needed for procedures, the n portals provide extensive information on how and very useful [..]There is a lot of general information. where this payment can be done. The completion of electronic procedures from a cross-border perspective is perceived as difficult by the The transactionality of electronic procedures for n citizens is approaching the average. mystery shoppers. s PSCs makes a clear distinction between cross-border establishment and cross-border service The decentralized model of the PSCs might hamper further improvement of the PSCs. The responsibility for the PSCs lies at a regional level: with the Länder. Cooperation and coordination between the authorities is ensured provision. There is some specific legislation supporting e-government in, such as the egovernment Act and there is a well-structured governance model in place to coordinate the regional PSCs. through Platform Digital. A lack of information, as indicated above, has a negative impact on the usability of the PSC. Recommendations Overall, the quality of s PSCs is below average. is among the four countries that need the most improvements. Areas of improvement are: 1. Provide more and better information on the PSCs. Not only generic information should be offered on the PSCs but also in-depth step-by-step descriptions of how to complete specific procedures. 2. should focus on improving cross-border transactionality of procedures on their PSC s. While the PSCs perform average regarding the transactionality of procedures online for n citizens, this is perceived differently by foreigners. It is difficult from abroad to complete procedures online. should make sure that the key enablers (eids, e-signatures) from other Member States, when required, are supported. 3. Make sure that the nine regional PSCs are aligned, both the back-end infrastructure and the front-end navigation, look and feel.