Innovative Public Services for EU Citizens

11 September 2023
Servicios Públicos Innovadores

“Moving forward in the Digitalisation of Public Services in Europe to improve citizens’ quality of life”

Smart Public Services to deliver more efficient and accessible services to citizens

The European Commission, in order to modernise and optimise the delivery of public services, is promoting the implementation of Smart Public Services or eGovernment at local, regional, national levels, and across member states.

This initiative seeks to harness technology to deliver more efficient and accessible services to citizens. However, despite the European Commission’s awareness of this issue, the process to digitalise public services in Europe has not yet met the goals of the European agenda, which aims to digitalise 75% of public services by 2025.

Shared platform for open innovation in a secure and trusted digital environment

A significant step towards achieving this goal is the creation of a shared platform for open innovation in a secure and trusted digital environment. This collaborative space will allow new digital public services to be designed and delivered through web platforms or mobile applications, according to users’ preferences. The work is being led by the cluster “Innovative Public Services for EU Citizens”, made up of projects like ACROSS.

This initiative aims to create an environment in which citizens can share their data and digital identities safely and securely.

Increased efficiency and user satisfaction

The digitalisation of public services is expected not only to increase efficiency compared to traditional methods, but also to improve user satisfaction and strengthen citizens’ trust in public institutions.

Main Results

  • Establishment of information and communication technology (ICT)-based governance platforms
  • Development of connectors and tools for data harmonisation, facilitating integration with external systems
  • Creating data governance frameworks
  • Implementation of mobile apps for areas such as e-ID, Sustainable Development Goals (SDGs) and e-signatures. These applications will support co-creation and governance in areas such as online voting, smart mobility and e-signatures.
  • Introduction of virtual assistants to help users access services

Expected Impact

  • Facilitating access to public services for various segments of European society, including the elderly, people with disabilities, immigrants and expatriate
  • Increased use of public services due to the implementation of digital services
  • Increased participation in general political elections through online voting systems
  • Streamlining administrative procedures through European recognition


  • Policymakers and public administrations
  • Information and communication technology (ICT) service providers and operators
    Researchers and academics
  • Civil society, non-governmental organisations and citizens in general

This set of collaborative projects is addressing the challenges of eGovernment with the aim of transforming the way public services are delivered and experienced in Europe.