From Brussels to Brabant: delivering public value by implementing e-Government in a multilevel setting

In 2006, the European Parliament agreed to the 'Services Directive', which aims to develop the internal services market in the European Union. This directive requires member states to simplify services and adapt online portals, which facilitate European interoperability for eGovernment services. This article trails the translation of this requirement from Brussels to The Hague, where the services portal was built under the name 'Berichtenbox voor Bedrijven' or Message Box-system, and to the Brabant province where municipalities implemented the portal to improve communications between businesses and state. It presents the findings of a mystery shopping research in which we contacted all 67 Brabant municipalities through the MB-system with a request for information on permits. We describe how the original requirements from the European 'Service Directive' have gone lost "in translation" and that national government, municipalities as well as businesses do not utilize the services as was intended. We conclude by discussing necessary preconditions for creating public value by developing and implementing eGovernment services in a multi-level polity.