1. IDA eGovernment Conference 19-20/09/02 Services for Citizens in MSs Rapporteur: Giuseppe Zilioli giuseppe.zilioli@cec.eu.int

2. 2 High level of commitment in Europe High level of commitment in Europe All levels of European governments (EU, NAS) are committed to the deployment of government e-services primarily for resident citizens All levels of European governments (EU, NAS) are committed to the deployment of government e-services primarily for resident citizens But no mention of the need to achieve the “4 Freedoms”, in particular the free movement of people But no mention of the need to achieve the “4 Freedoms”, in particular the free movement of people Mobile citizens, immigrants and cross-border related issues are recent initiatives Mobile citizens, immigrants and cross-border related issues are recent initiatives

3. 3 Why a pan European level? The EU is at a crossroads: Convention, Enlargement, Governance The EU is at a crossroads: Convention, Enlargement, Governance New types of e-services will become necessary New types of e-services will become necessary Major issues should receive common solutions Major issues should receive common solutions ( job search, immigration, justice e-services,...) ( job search, immigration, justice e-services,...) Definition of Pan European e-service Definition of Pan European e-service The role and place of pan European e-services to be defined The role and place of pan European e-services to be defined

4. 4 Main Barriers Lack of a common legal framework Lack of a common legal framework Differences in administrative structures and procedures Differences in administrative structures and procedures Linguistic and cultural diversity Linguistic and cultural diversity Discrepancies in customer expectations Discrepancies in customer expectations Lack of practical and international co-operation Lack of practical and international co-operation

5. 5 Future challenges  Identification of EU citizen, of pan-European legal regulations  Review from the citizens viewpoint of on line services and of data handling procedures  Administrative unit delivering services located close to the users  Co-operation between PA and the private sector concerning the provision of services  Services allowing direct transactions with national administrations and provided in own or major languages