Putting a form online is a visible step in digitising a service. For the person using it, the journey also includes understanding the requirements and receiving a useful outcome.
An EU digital priority
Digitalisation of public services is one of the four main areas of the Digital Decade programme. The Commission outlines it in the Commission Digital Decade programme overview.
Look beyond the first screen
In a fictional permit service, a resident could submit an application successfully but still need help supplying a missing document. Counting page visits would not explain whether the request was completed or resolved.
A useful assessment distinguishes availability, submissions and outcomes. It should also state which users and tasks were included, so that a successful trial is not mistaken for universal accessibility.
