Generic user needs and expectations ()
User-centricity
Inclusion and accessibility
Security and privacy
Multilingualism
Recommendation 14: Ensure that all European public services are accessible to all citizens, including persons with disabilities, the elderly and other disadvantaged groups. For digital public services, public administrations should comply with e-accessibility specifications that are widely recognised at European or international level.
Recommendation 12: Put in place mechanisms to involve users in analysis, design, assessment and further development of European public services.
Recommendation 10: Use multiple channels to provide the European public service, to ensure that users can select the channel that best suits their needs.
Recommendation 13: As far as possible under the legislation in force, ask users of European public services once-only and relevant-only information.
Recommendation 15: Define a common security and privacy framework and establish processes for public services to ensure secure and trustworthy data exchange between public administrations and in interactions with citizens and businesses.
Recommendation 16: Use information systems and technical architectures that cater for multilingualism when establishing a European public service. Decide on the level of multilingualism support based on the needs of the expected users.
Recommendation 11: Provide a single point of contact in order to hide internal administrative complexity and facilitate users’ access to European public services.
User-centricity Recommendation 10: Use multiple channels to provide the European public service, to ensure that users can select the channel that best suits their needs.
User-centricity Recommendation 11: Provide a single point of contact in order to hide internal administrative complexity and facilitate users’ access to European public services.
User-centricity Recommendation 12: Put in place mechanisms to involve users in analysis, design, assessment and further development of European public services.
User-centricity Recommendation 13: As far as possible under the legislation in force, ask users of European public services once-only and relevant-only information.
Inclusion and accessibility Recommendation 14: Ensure that all European public services are accessible to all citizens, including persons with disabilities, the elderly and other disadvantaged groups. For digital public services, public administrations should comply with e-accessibility specifications that are widely recognised at European or international level.
Security and privacy Recommendation 15: Define a common security and privacy framework and establish processes for public services to ensure secure and trustworthy data exchange between public administrations and in interactions with citizens and businesses.
Multilingualism Recommendation 16: Use information systems and technical architectures that cater for multilingualism when establishing a European public service. Decide on the level of multilingualism support based on the needs of the expected users.