INDUSTRIES

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MARKETSE-governmentanddigitalpublicservicesintheNordiccountriesCHAPTER

01OverviewE-GovernmentmaturityscoreinEuropein2021and2022,bycountryEuropee-governmentmaturityscore2021-2022,bycountryIndexscore0102030405060708090100110MaltaEstonia9692LuxembourgIceland8988Finland8685NetherlandsLithuaniaDenmarkLatvia8585828180TurkeyNorwaySpainPortugal80804Description:Forthebiennialaveragefrom2021to2022,theoveralle-governmentmaturityscoreinEuropeancountrieswas70.With96points,Maltawastheleadingcountrywiththemostmaturee-governmentsysteminthemeasuredperiod.

ReadmoreNote(s):Europe;2021to2023;18yearsandolder;valuesareroundedSource(s):Capgemini;EuropeanCommissionDigitalgovernmentmaturityindexamongOECDcountriesasofOctober2022E-governmentmaturityindexamongOECDcountries2022Indexscore(0-1)0.4

0.50.00.10.20.30.60.70.80.91.0SouthKoreaDenmarkUnitedKingdomNorway0.940.810.780.770.750.740.74AustraliaEstoniaColombiaIreland0.71FranceCanada0.660.66PortugalFinlandIceland0.640.640.645Description:AsofOctober2022,KoreahadthehighestdigitalgovernmentmaturityindexscoreamongOrganisationforEconomicCo-operationandDevelopment(OECD)countries.Denmarkrankedsecondwithascoreof0.81.Incontrast,CostaRicahadthelowestscoreonthedigitalgovernmentmaturityindex,registeringascoreof0.22.Additionally,theaveragescoreacrossOECDcountrieswas0.6.

ReadmoreNote(s):OECD;January1,2020toOctober31,2022Source(s):OECDShareofindividualsintheEuropeanUnionwhousetheinternettoobtaininformationaboutpublicservicesin2022and2023SearchingforinformationonpublicservicesonlineinEU2022-202350%45.05%45%40%35%30%25%20%15%10%5%42.37%0%202220236Description:Asof2023,morethan45percentoftheEuropeanUnion's(EU)populationstatedusingtheinternettoobtaininformationaboutpublicservicesbenefits,entitlements,laws,andopeninghoursofspecificpublicorganizations.Comparedtothepreviousyear,thisfigurehasseenaslightincrease.ReadmoreNote(s):EU;2023and2023;16-74years;individualswhohadusedtheinternetwithinthelast12monthsSource(s):EurostatShareofindividualsintheEuropeanUnionwhousetheinternettoobtaininformationaboutpublicservicesasof2023,byagegroupSearchingforinformationonpublicservicesonlineinEU2023,byage50%45%40%35%30%25%20%15%10%5%47.47%45.05%40.43%35.61%0%Allindividuals16-24years25-64years65-74years7Description:Asof2023,almosthalfoftheEuropeanUnion's(EU)populationagedbetween25and64years,statedusingtheinternettoobtaininformationaboutpublicservices,benefits,entitlements,laws,andopeninghoursofcertaininstitutionswithinthelast12months.Overall,around45percentofindividualsacrossallagegroupsstateddoingso.ReadmoreNote(s):EU;2023;16-74years;individualswhohadusedtheinternetwithinthelast12monthsSource(s):EurostatDigitalgovernmentmaturityindexscoreinDenmarkasofOctober2022,bydimensionE-governmentmaturityindexinDenmark2022,bydimensionIndexscore(0-1)0.3

0.40.00.10.20.50.60.70.80.9DigitalbydesignData-drivenpublicsectorGovernmentasaplatformOpenbydefault0.140.140.150.13User-driven0.12Proactiveness0.13Total0.818Description:AsofOctober2022,Denmark'sdigitalgovernmentmaturityindexwashighacrossalldimensions.Especiallynotableweretheindexscoresforthevariablessuchasgovernmentasaplatform,digitalbydesign,anddata-drivenpublicsector.Governmentasaplatformreferstodeployingstandardbuildingblockssuchasguidelines,tools,data,digitalidentity,andsoftwaretoequipteamstoadvanceacoherenttransformationofgovernmentprocessesandservicesacrossthepublic[...]

ReadmoreNote(s):Denmark;January1,2020toOctober31,2022Source(s):OECDDigitalgovernmentmaturityindexscoreinIcelandasofOctober2022,bydimensionE-governmentmaturityindexinIceland2022,bydimensionIndexscore(0-1)0.30.00.10.20.40.50.60.7DigitalbydesignData-drivenpublicsectorGovernmentasaplatformOpenbydefault0.110.10.110.08User-driven0.11Proactiveness0.12Total0.649Description:AsofOctober2022,thesixdimensionsthatmakeupthedigitalgovernmentmaturityindexinIcelandstoodonarelativelysamelevel.Accordingtothisindex,Icelandhadanindexscoreof0.12forproactivenesswhichreferstothegovernments’capacitytoanticipatetheneedsofusersandserviceproviderstodelivergovernmentservicesproactively.Overall,Iceland'sdigitalgovernmentmaturityindexscorewas0.64outof1.

ReadmoreNote(s):Iceland;January1,2020toOctober31,2022Source(s):OECDDigitalgovernmentmaturityindexscoreinSwedenasofOctober2022,bydimensionE-governmentmaturityindexinSweden2022,bydimensionIndexscore(0-1)0.20.00.10.080.30.40.50.6DigitalbydesignData-drivenpublicsectorGovernmentasaplatformOpenbydefault0.120.080.09User-driven0.07Proactiveness0.08Total0.5310Description:AsofOctober2022,ofthesixdimensionsthatmakeupthedigitalgovernmentmaturityindexinSweden,thedata-drivenpublicsectorwasrelativelyhigher.Thisdimensionlooksatthegovernment’sprogressindevelopingthegovernanceandenablersneededfordataaccess,sharing,andre-useacrossthepublicsector.Accordingtothisindex,Swedenhadanindexscore0.12forthatvariable.Thedimensioncalledopenbydefault,whichreferstotheopennessbeyondthereleaseof[...]

ReadmoreNote(s):Sweden;January1,2020toOctober31,2022Source(s):OECDDigitalgovernmentmaturityindexscoreinNorwayasofOctober2022,bydimensionE-governmentmaturityindexinNorway2022,bydimensionIndexscore(0-1)0.3

0.40.00.10.20.50.60.70.80.9DigitalbydesignData-drivenpublicsectorGovernmentasaplatformOpenbydefault0.130.140.140.1User-driven0.14Proactiveness0.13Total0.7711Description:AsofOctober2022,thesixdimensionsthatmakeupthedigitalgovernmentmaturityindexinNorwaywererelativelyonthesamelevel.Accordingtothisindex,Norwayhadanindexscoreof0.14forvariableslikedata-drivenpublicsector,governmentasaplatform,anduser-driven.Thedata-drivenpublicsectormeasuresthegovernment’sprogressindevelopingthegovernanceandenablersneededfordataaccess,sharing,andre-useacrossthepublicsector.Overall,Norway's[...]

ReadmoreNote(s):Norway;January1,2020toOctober31,2022Source(s):OECDCHAPTER

02SwedenShareofadultsusingadigitalmailboxinthepastyearinSwedenfrom2021to2023UsageofdigitalmailboxinSweden2021-202380%70%69%68%61%60%50%40%30%20%10%0%20212022202313Description:Asof2023,almostsevenintensurveyedadultsinSwedenuseddigitalmailboxesinthepast12months.Thissharehasincreasedbytwopercentbetween2021and2023.Adigitalmailboxreferstoadigitalpostservicethatisdifferentfromane-mailservice.ReadmoreNote(s):Sweden;2021to2023;18yearsandolderSource(s):Internetstiftelsen;NovusShareofadultsusingadigitalmailboxinthepastyearinSwedenasofFebruary2023,byagegroupUsageofdigitalmailboxinSweden2023,byagegroup90%79%80%70%60%50%40%30%20%10%0%69%69%68%59%32%18-34years35-49years50-64years65-75years76yearsandolderTotal14Description:AsofFebruary2023,inSweden,almosteightintensurveyedadultsbetween18and34yearsolduseddigitalmailboxesinthepast12months,leadingamongallagegroups.Intotal,approximately70percentofsurveyrepondentsweredigitalmailboxuserswithinthepastyear.ReadmoreNote(s):Sweden;2021to2023;18yearsandolderSource(s):Internetstiftelsen;NovusShareofadultsusingadigitalmailboxinthepastyearinSwedenasofFebruary2023,byagegroupandgenderUsageofdigitalmailboxinSweden2023,byagegroupandgenderMaleFemale90%80%70%60%50%40%30%20%10%0%84%84%82%74%74%71%67%67%65%54%39%26%18-34years35-49years50-64years65-75years76yearsandolderTotal15Description:AsofFebruary2023,inSweden,around84percentofsurveyedfemaleadultsbetween18and34yearsolduseddigitalmailboxesinthepast12months.Asimilarshareofmalerespondentsaged35-49yearsstatedthesame.Bothgroupswereleadingamongothersurveyeddemographicgroups.Intotal,approximately71percentofmenand67percentofwomenweredigitalmailboxuserswithinthepastyear.

ReadmoreNote(s):Sweden;2023;18yearsandolderSource(s):Internetstiftelsen;NovusShareofadultsusingadigitalmailboxinthepastyearinSwedenasofFebruary2023,bytypeUsageofdigitalmailboxinSweden2023,bytypeShareofrespondents30%0%10%20%40%50%60%70%KivraMinMyndighetsposte-Boks64%11%1%Digimail

0%Billo

0%Don'tknowwhatit'scalled1%DoesnotusedigitalmailboxDoesnotusetheinternet26%5%16Description:AsofFebruary2023,thedigitalmailboxKivrawasthemostcommonlyusedsuchserviceinSweden.Inthemeasuredperiod,morethansixintenrespondentsstatedthattheywereusingit.Additionally,aquarterofsurveyrespondentssaidtheydidnotuseadigitalmailbox.ReadmoreNote(s):Sweden;2023;18yearsandolderSource(s):Internetstiftelsen;NovusShareofadultsusinghealthcareappsandvirtualappointmentswithdoctorsinthepastyearinSwedenfrom2022to2023UsageofhealthcareappsorvirtualdoctorappointmentsservicesinSweden2022-202390%83%81%79%80%70%60%50%40%30%20%10%0%20212022202317Description:AsofFebruary2023,around22percentadultsaged18yearsandolderinSwedenusedhealthcareappsorhadavirtualdoctor'sappointment.Thissharehasdecreasedbytwopercentcomparedtothepreviousyear.

ReadmoreNote(s):Sweden;2021to2023;18yearsandolderSource(s):Internetstiftelsen;NovusShareofadultsusinghealthcareappsandvirtualappointmentswithdoctorsinthepastyearinSwedenfrom2022to2023,byagegroupUsageofhealthcareappsorvirtualdoctorcallsservicesinSweden2022-2023,byage2022202340%35%30%25%20%15%10%5%35%32%31%30%29%29%29%23%22%20%17%12%11%9%0%20-50years50-59years60-69years70-79years80-89years90-99years100-110years18Description:AsofFebruary2023,35percentofadultsintheir80sinSwedenstatedhavingusedhealthcareappsorvirtualdoctorappointments,leadingamongotheragegroups.Comparedto2022,usageofhealthapssorvirtualappointmentshasdecreasedamongmostagegroups.ReadmoreNote(s):Sweden;2023;18yearsandolderSource(s):Internetstiftelsen;NovusFrequencyofmobilebankIDservicesinthepastyearinSwedenfrom2021to2023UsagefrequencyofmobilebankIDinSweden2021-202320212022202380%71%69%70%60%50%40%30%20%10%0%47%39%25%23%19%19%15%EverydayAtleasteveryweekAtleastsometimeinthelast12months19Description:AsofFebruary2023,almost70percentofadultsinSwedenstatedusingamobilebankIDdaily.Afurther19percentsaidtheyuseditatleasteveryweek.ReadmoreNote(s):2023;18yearsandolderSource(s):Internetstiftelsen;NovusAdultsinSwedenaboutthestateofe-servicesinthepublicsectorcomparedtootherNordiccountriesasofFebruary2023Swedenstateofe-servicesinpublicsectorcomparedtootherNordicstates202345%42%40%35%30%25%20%15%10%5%27%20%12%0%SwedenisaheadSwedenisatthesamelevelSwedenisbehindHavenoidea20Description:Inanearly2023survey,42percentofadultsinSwedensaidthestateofe-servicesinSwedishpublicserviceswasonthesamelevelasinotherNordiccountries,Norway,Finland,Denmark,andIceland.Afurther27percentsaidSwedenwasahead,while12percentthoughtSwedenwasbehindwhenitcomestoe-servicesinthepublicsector.ReadmoreNote(s):Sweden;2023;18yearsandolderSource(s):Internetstiftelsen;NovusAdultsinSwedenaboutthestateofe-servicesinthepublicsectorcomparedtootherEuropeancountriesasofFebruary2023Swedenstateofe-servicesinpublicsectorcomparedtootherEuropeanstates202370%58%60%50%40%30%20%10%0%18%18%7%SwedenisaheadSwedenisatthesamelevelSwedenisbehindHavenoidea21Description:Inanearly2023survey,almostsixintenadultsinSwedensaidthestateofe-servicesinSwedishpublicserviceswasbetterthaninotherEuropeancountries.Afurther18percentsaidSwedenwasonthesamelevel,whilesevenpercentthoughtSwedenwasbehindwhenitcametoe-servicesinthepublicsector.ReadmoreNote(s):Sweden;2023;18yearsandolderSource(s):Internetstiftelsen;NovusCHAPTER

03NorwayShareofgovernmententitiesinNorwayhavinginformationcommunicationtechnologies(ICT)infrastructureasorganizationalstrategyinQ22023andQ22024,byentityICTinfrastructureinpublicsectorstrategyinNorwayQ22023-Q22024,byentityPercentageofentities20242023400102030506070809067CentralgovernmentCountymunicipalitiesMunicipalities70.885.78079.779.423Description:Asofthesecondquarterof2024,around86percentofcountymunicipalitiesinNorwayhadinformationcommunicationtechnologies(ICT)infrastructureintegratedintheorganizationalstrategy.ReadmoreNote(s):Norway;Q22023andQ22024;ICTincludedintheorganizationalstrategySource(s):StatisticsNorwayExpectedoutcomesofdigitaltransformationinthepublicsectorinNorwayasof2ndquarter2024,bygovernmententityExpectedoutcomesofdigitaltransformationinNorwayQ22024,bygovernmententityPercentageofentitiesMunicipalities0Countymunicipalities20Centralgovernment40608010012082.2Improvedqualityforexternaluserservices10096.494.175.3ChangesandsimplificationofworkroutinesStaffreduction10015.712.928.668.670.4EmployeesreceiveothertasksintheorganizationFasterprocessing/shorterresponsetimeforexternalusersBetterinteractionwithotherorganizationsIncreaseduseofwebself-servicesolutionsforexternalusersNewservicesforexternalusers92.979.578.670.456.510010075.879.278.666.172.871.467.786.484.4MorerobustandsecureICTinfrastructureOthereffects18.721.42124Description:Asofthesecondquarterof2024,around100percentofcountymunicipalitiesinNorwayexpectedanimprovedqualityofexternaluserservicesandsimplificationofworkroutinesduetodigitaltransformation.Furthermore,75percentofcentralgovernmententitiesexpectedbetterinteractionwithexternalusers.ReadmoreNote(s):Norway;Q22023andQ22024Source(s):StatisticsNorwayShareofgovernmententitiesinNorwayhavingartificialintelligenceincludedinorganizationalstrategyinQ22023andQ22024,byentityAIinpublicsectorstrategyinNorwayQ22023-Q22024,byentityPercentageofentities20242023010203040506052.6CentralgovernmentCountymunicipalitiesMunicipalities38.328.63031.62025Description:Asofthesecondquarterof2024,morethanhalfofcentralgovernmententitiesinNorwayhadartificialintelligence(AI)integratedintotheorganizationalstrategy,upfromaround38percentintheyearprior.ReadmoreNote(s):Norway;Q22023andQ22024;ICTincludedintheorganizationalstrategySource(s):StatisticsNorwayMajorbarrierstodigitaltransformationinthepublicsectorinNorwayasof2ndquarter2024,bygovernmententityLargebarrierstodigitaltransformationinNorwayQ22024,bygovernmententityPercentageofentitiesCountymunicipalities0%Municipalities10%

20%Centralgovernment30%

40%50%60%70%80%90%57.1%Difficulttoreleaseresourcesfordevelopmentwork76.8%67.5%42.9%HigherICTcoststhanexpectedDependentondevelopmentinotherpublicorprivateenterprisesLackofskillsintheenterprise65.5%52.6%28.6%51.1%49.3%28.6%53.1%37.8%35.7%LackofadjustmentsinthelegislationandregulationsLackofjointpublicdigitalservicesandinfrastructure30.2%35.9%35.7%50.3%30.6%26Description:Asofthesecondquarterof2024,thedifficultyinreleasingresourcesfordevelopmentworkwasthemostprominentchallengeinNorway'sdigitaltransformation,mostlyencounteredbymunicipalities.ThecostsforICTservicesexceedingexpectationswerethesecond-mostcommonbarrierforthesamegovernmententities.ReadmoreNote(s):Norway;Q22024;IsabarriertoalargeorverylargeextentSource(s):StatisticsNorwayCHAPTER

04IcelandNumberofplatformvisitstoIsland.isinApril2023andApril2024(inmillions)PlatformvisitstoIsland.is2023-20243.53.02.52.01.51.00.50.031.22023-042024-0428Description:InApril2024,thenumberofvisitstotheplatformIsland.isreachedthreemillion,markingasignificantincreasefromthesamemonthin2023.Island.isisthewebplatformforDigitalIceland,thedigitalpublicservicesportalofIceland.ReadmoreNote(s):Iceland;April2023andApril2024Source(s):Website(island.is)NumberofcollaborativeprojectsbetweenIsland.isandpublicinstitutionsfrom2020to2023Island.iscollaborativeprojectswithpublicinstitutions2020-20232502001501002041165041220202020212022202329/statistics/1476180/collaborative-project-number-islandis-public-institutionsIn2023,therewere204collaborativeprojectsbetweenIsland.isandotherpublicinstitutions,asignificantincreasefrom116inthepreviousyear,and22in2020.Island.isisthewebplatformforDigitalIceland,Iceland'sdigitalpublicservicesportal.

ReadmoreNote(s):Iceland;2020to2023Source(s):Website(Island.is)NumberofdownloadsofIsland.ismobileappin2022and2023Island.isappdownloadsin2022-2023Numberofdownloads020,00040,00060,00080,000100,000120,000140,000160,0002022202365,000140,00030Description:In2023,thenumberofdownloadsofIsland.isappreached140,000,markingasignificantincreasefrom65,000inthepreviousyear.Island.isisthewebplatformforDigitalIceland,thedigitalpublicservicesportalofIceland.

ReadmoreNote(s):Iceland;2022and2023Source(s):Website(Island.is)Usageoftheisland.isapplicationsystembyinstitutionsin2023Island.isapplicationsystemusagebyinstitutions2023Number

ofinstitutions

and

applicationsNumberofinstitutions31Numberofapplicationspassedthroughthesystem16538531Description:In2023,thenumberofinstitutionsusingtheapplicationsystemofIsland.isplatformreached31.Furthermore,over165,000applicationspassedthroughthesystemduringthatyear.Island.isisthewebplatformforDigitalIceland,thedigitalpublicservicesportalofIceland.ReadmoreNote(s):Iceland;2022and2023Source(s):Website(Island.is)CHAPTER

05FinlandShareofinternetusersinFinlanddownloadingofficialformsfromtheinternetfrom2020to2022Finlandinternetusersdownloadingofficialformsonline2020-2022Shareofusers40%0%10%20%30%50%60%70%80%20202021202275%73%70%33Description:In2022,aroundseveninteninternetusersinDenmarkstateddownloadingofficialformsfrompublicserviceswebsites.Thisfigurehasdecreasedbyfivepercentsince2020.

ReadmoreNote(s):Finland;2020and2022;15-74yearsSource(s):NordicStatisticsdatabaseOnlineavailabilityofselectedpublicservicesrelatedtobusinessinFinlandasof2022Finlandonlineavailabilityofbusinesspublicservices2020-2022Indexscore0%50%100%150%200%250%Checkrequirementsforstartingabusiness100%GetguidancewithhowtowriteabusinessplanRegistercompanyforthefirsttime100%100%34Description:In2022,?findinginformationaboutbusinessonlineandregisteringthecompanyonlineforthefirsttimeinFinlandwasratedwiththehighestavailabilityscore.Furthermore,gettingguidanceonhowtowriteabusinessplanasapublicserviceonlinewasalsoveryaccessible.ReadmoreNote(s):Finland;2022;Indexscorevariesfrom0to100Source(s):EuropeanCommissionFinnishadultsontheimportanceofdigitaltechnologiesinaccessingpublicservicesinthefutureasofMarch2023Finlandimportanceofdigitaltechnologiesforaccessingpublicservices2023Shareofrespondents30%0%10%20%40%50%60%VeryimportantFairlyimportantNotveryimportantNotatallimportantDon'tknow55%33%5%5%2%35Description:AsofMarch2023,around55percentofindividualsinFinlandaged15yearsandolderstatedthatdigitalserviceswillbeveryimportantinthefutureforaccessingpublicservices.Afurther33percentsaidtheywouldbefairlyimportant.

ReadmoreNote(s):Finland;March2to26,2023;15yearsandolderSource(s):KantarGmbH;PublicationsOfficeoftheEuropeanUnionFinnishadultsontheimportanceofdigitaltechnologiesforengagingindemocraticlifeasofMarch2023Finlandimportanceofdigitaltechnologiesforengagingindemocraticlife2023Shareofrespondents20%0%5%10%15%25%30%35%40%45%VeryimportantFairlyimportantNotveryimportantNotatallimportantDon'tknow30%41%16%9%4%36Description:AsofMarch2023,aroundthreeintenindividualsinFinlandsaiddigitaltechnologieswillbeveryimportantforengagingindemocraticlifeinthefuture.Afurther41percentsaidtheywillbefairlyimportant,while16percentsaidtheywillnotbeveryimportant.ReadmoreNote(s):Finland;March2to262024;15yearsandolderSource(s):KantarGmbH;PublicationsOfficeoftheEuropeanUnionCHAPTER

06DenmarkShareofinternetusersinDenmarkdownloadingofficialformsfromtheinternetfrom2020to2022Denmarkinternetusersdownloadingofficialformsonline2020-2022Shareofusers20%0%5%10%15%25%30%35%40%39%45%20202021202238%39%38Description:In2022,nearlyfourinteninternetusersinDenmarkstateddownloadingofficialformsfrompublicserviceswebsites.Thisfigurehasremainednearlyunchangedsince2020.ReadmoreNote(s):Denmark;2020and2022Sour