eGSI - eGovernment Services Intermediation

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Information doc: 

Nelson Bertellini +39 0522 232586 or +39 393 9351706 - Francesco Molinari +39 347 3337434 -

Effective member: 

The 5th Ministerial Declaration on eGovernment - approved unanimously in Malmö, Sweden, on 18th November 2009 – invites the EU Member States to “actively seek collaboration with third parties, for example businesses, civil society or individual citizens, in order to develop user-driven eGovernment services”. As a matter of fact, the current levels of take-up of eGovernment services in Europe remain extremely low and this hampers the progress towards efficiency and customer focus of public administration. For a variety of reasons – ranging from persistent digital divide to lack of time, skills or dedicated resources – individuals and SMEs continue to outsource most administrative tasks, even when they imply the migration towards electronic services and digital relationships. 

In some countries, like the UK and the Netherlands, the role of commercial intermediaries has started to be reconsidered as an integral part of a multichannel delivery strategy by the Government, so as to improve customer-orientation and demand-driven design and provisioning of public services. These intermediaries are organisations from the private sector, offering access to public services on behalf of their customers, either families or businesses, or both.

References and Track Record

The eGSI activity is based on the work of a 20-year-old service SME called “SERVIZI DI SEGRETERIA”, holding the UNI EN ISO 9001:2008 Quality Certification for "Design and supply of services in the completion of administrative and bureaucratic formalities. Pick up and delivery of package, cover and letters to client” (EA 35). The individual services provided, reaching over 100.000 per year, span from a mere information and a generic assistance in applications fulfillment, to the withdrawal and delivery of legal and official documents (both physically and electronically generated) from and to the customer’s site, thus playing the role of a “citizen’s one stop shop” for administrative intermediation with central and local Government.   Through ENoLL membership, our eGSI Living Lab candidates to identify existing businesses and create a critical mass of commercial intermediaries in Europe, which can be involved in improving the current level of general knowledge of the scope, functions and added value of specialised intermediation in user-driven eGovernment services provision.