Home Member State. Greece EU28+ Mystery shoppers have assessed the PSCs from the perspective of three scenarios:

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Gervais Short
6 years ago
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Performance on the PSC Criteria Gap national - cross-border 1 Performance per industry Home Member State 9 1 8 8 7 5 4 42 48 9 8 52 7 4 5 2 29 27 3 1 4 I. Quality and availability of information II.

1 Performance on the PSC Criteria Gap national - cross-border 1 Performance per industry Home Member State I. Quality and availability of information II. Transactionality III. Accessibility for of e-procedures cross-border use Overall (EL) Obligatory (EL) IV. Usability Voluntary (EL) Host Member State Temp 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 44 Navigation tools & retrieval of information 7 Structure of information Procedures e-completion & Transactionality Transactionality of e-procedures Payment tools Track & Trace 31 e-completion by foreign user Accessibility for cross-border users Distinction establishment & service provision Multilingual Availability & quality of services Usability Country Score 49 Ease of use Speed of use POOR PERFORMERS 4% 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. VERY GOOD PERFORMERS 1%

3 Performance per requirement Quality and availability of information Company registration General business license 43 Transactionality of e-procedures Recognition & special licenses Operations and location 31 Tax and financial* 28 3 Employing cross-border* % 4% Usability % Country Score Social security* Cross-border accessibility 1% 5 4% 1% 4% average to 4% 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 among the low middle ground performers with overall score under the EU average (fifth lowest score overall) and persisting weaknesses most notably in relation to availability and usability of information. Looking at the four criteria, the availability of information remains the weakest one. This includes different aspects of this criterion, i.e. missing information, bad structure and navigation, as reported in 211/12 and echoed in the scores in 214/15 well below EU average. It is noteworthy, The Greek PSC provides information on procedures and redirects users The following strategic targets as mentioned in the egovernment to other business portals to complete these procedures. It functions strategy relate to the PSC: primarily as an entry point or gateway that informs and redirects users in the right direction. The PSC is linked to the other state portals for Simplification of procedures through the use of ICT; business; however the portals do not interoperate. For instance, the Electronic management of documents digitalization of procedures; Ermis portal is the general e-government portal of, providing Unified relations management between the state, the citizens and online services for citizens as well. References on both portals are made. enterprises; that due to administrative issues, Greek PSC has still not integrated Digital inclusion and digital literacy; information on recognition of professional qualifications, as pointed out in Interoperability of basic public administration registers. 211/12 study, but only provided link to the different portal tackling this Based on: issue. Regarding, transactionality of e-procedures, the scores in 214/15 show - Strategy for e-government Governance - The Greek Digital Strategy stagnation at the level close to the EU average, as well as repeating problem of no online payment tools in place. On the other side, the 214/15 assessment confirmed experts finding in 211/12 which commended the Greek track and trace mechanism. Further on, the general problem of accessibility for cross-border users has not recorded any progress. Greek PSC services generally remain largely less accessible for foreign users, in particular when it comes to specific requirements such as: operations and location, social security and tax and financial requirements. Finally, on usability, the 211/12 study notes that users had a hard time finding what they need on the website. It seems no significant progress has been made to date, as according to the present study, performs well below EU average for the usability criterion, and in particularly for ease of use. The managing body responsible for the Directorate of Electronic Governance, Ministry of Administrative Reform and Electronic Initiatives Governance (MAREG). From a broader perspective, each Ministry is responsible for the egovernment related policies of their own area of The governments ambition to realize interoperability between basic competence. Responsible for the horizontal egovernment policies and public administration registers should lead to exchange of data, which the overall egovernment coordination is MAREG. Cooperation and will benefit the usability of the portal, in particular the speed of use. coordination is ensured via ad hoc meetings and rather unstructured.

5 Point of Single Contact The Way Forward Strengths Weaknesses The PSC makes a clear distinction between services aimed at a permanent establishment and services aimed The fragmented governance structured of the PSC and the involvement of different public authorities hampers at cross-border service provision. This is appreciated by mystery shoppers: Temporary and permanent work the functioning of the PSC. In particular because indicates that the responsible authorities face are clearly distinguished. This includes a very detailed analysis of the process, the timeframe and the difficulties when cooperating: a lack of communication, silos among government departments, a lack of requirements ; political support, costs and a lack of a common understanding of the PSC cause these difficulties; With room for improvement as regards accessibility of cross-border services in general, the multilingual The degree of information on the PSCs is low and the structure of information is unclear. Furthermore, element is well in order and above the average (at 79%). This is positive as language remains one of searching for information is not supported by smoothly functioning navigation tools (e.g. search function, the most persistent barriers for cross-border service delivery. index). The provision of information is especially poor for social security and tax and financial services; Procedures are not yet fully transactional, often still requiring printing, mailing or visits to physical offices; Foreign users also have experience problems with the completion of cross-border procedures. The user experience of the portal currently not matches customers expectations. The ease of use is relatively low (49%, against an average of %), which could be related to the low scores on available navigation tools, the structure of information and degree of information available. As a mystery shopper concluded: not a very user-friendly structure. Recommendations Overall, the quality of 's PSC is below average. Areas of improvement are: 1. should provide more and better information on the PSCs, not only generic information, but in-depth step-by-step descriptions of how to complete specific procedures. Information should be well-structured, according to the business life cycle. Furthermore, it needs to be supported by navigation tools (e.g. search function, index). 2. The governance structure of the PSC should be reviewed to enable the further development of the PSC. More structured cooperation between authorities involved is necessary, as the current cooperation is mainly ad hoc and unstructured. Make sure the authorities involved are aligned on the objectives of the PSC. It is recommended to designate one responsible agency. 3. Electronic procedures should be further developed allowing the users to complete the administrative formalities at distance and electronically, without the need to visit physical offices. This applies for both national and foreign users. For enable e-completion by foreign users, the recognition of e-signatures from other countries, is necessary. should implement already available solutions. 4. should improve the user experience. A well structured and logical portal, in accordance with business logic, increases the usability and findability of information for both national and foreign residents. Customer journeys can be used targeted towards specific life events to present necessary information related to the life events, this will increase the usability and findability of information on the portals.

Home Member State 100. Italy EU28+ Mystery shoppers have assessed the PSCs from the perspective of three scenarios:

Home Member State 100. Italy EU28+ Mystery shoppers have assessed the PSCs from the perspective of three scenarios: Performance on the PSC Criteria Gap national - cross-border Home Member State 1 1 9 7 78 8 73 69 5 5 9 8 7 4 3 1 8 7 72 4 Performance per industry 4 3 2 2 1 65 5 2 27 63 I. Quality and availability of