to new products, processes and services, improving industrial efficiency and use of cleaner energy resources while providing a competitive edge for Europe in
both power and grid services, ensuring that they will accommodate a wide range of operating situations
and enhance their services to customers •Ensuring the successful interfacing of new and old designs of grid equipment to ensure inter
value added services, flexible demand for energy, lower prices, microgeneration opportunities •Electricity networks renewal and innovation:
enabling both new products and new services; high demand flexibility and controlled price volatility flexible and predictable tariffs;
trading of energy and grid services 2. The origins of Smartgrids The Smartgrids European Technology Platform for Electricity Networks of the Future began its work in
efficiency improvements, increased flexibility towards the system services integration with RES and DG •Environmental issues:
technologies, products and services to create a strongly user-centric approach for all customers 8
and will include value added services, energy services on demand and total connectivity. They will be asking for connection of
in-house generation, the ability to sell surplus generation back to the grid, real time tariffs and the freedom to choose their suppliers
The European market for energy and related services should be supported by a stable and clear regulatory framework, with well-established and
They will have the opportunity to offer demand side response products and services to the grid.
ancillary services and their users. They must also share a vision of electrical system performance. A pan European approach is essential since,
products and services, European Companies will be able to get ahead in international business 10 E u R O P E A n T E C H N O L O G Y P L a T F
The aim is that they accommodate more decentralised generation services with many actors involved in the generation, transmission, distribution and operation of
operation and new services at reasonable costs Successful development and deployment of a vision for electricity grids
a wider choice of services and downward pressure on electricity prices •Security and Quality of Supply:
services (such as reserve power, for instance Nordic hydropower), ensuring that they will accommodate a wide range of operating situations without
and enhance their services to customers Research is needed to help identify the most cost-effective technologies
active power balancing and ancillary services such as voltage stability. Distribution networks, on the other hand, have seen little change
added services Coordinated, local energy management and full integration of DG and RES with large-scale central power
power and grid services Grids of Tomorrow 17 VISION AND STRATEGY I ELECTRICITY NETWORKS OF THE FUTURE
services Forecast information Offshore wind Microgrid Wave energy Demand side management Fuel cells Compressed hydrogen storage
let everyone to have access to the provision of electricity supply services such as the demand management capabilities.
services that will create value for the parties involved In this context, metering services will represent the gateway for access to the
grid of the future and will have a critical consequence on power demand evolution. For this reason, electronic meters, automated meter management
communication and billing services Regulatory bodies will develop harmonised rules to favour competition on a non
real-time balancing power and ancillary services open to both power producers and load management operators.
services, all of which would need to respect the protocols and standards adopted. New business and trading
contracts with distributed generators for ancillary services. Rules will have to be defined to outline physical and geographical boundaries of contracting
local and global services and trading issues, adaptability without information overload, control issues •Final stage:
of the network services requirement. The transmission and distribution networks are both active, with harmonised and real-time interacting control functions and
ancillary services supporting the network •Virtual utilities (or virtual electricity market) adopt the structure of the
services, active operation demand response and DSM •Power electronic technologies for quality of supply
and grid services •A strategic approach to developing a range of new and innovative grid
4 Eco-innovate products and services...36 4. 1 Research and development...38 4. 2 Design...42
technologies or services, or improve production processes The aim is to summarise key business issues
services to SMES This guide is one of many publications and informa -tion sources developed by the Eco-Innovation Ob
-ing existing goods and services, whereas disrup -tive eco-innovation is about thinking outside of
delivering new services, but it also encompasses reducing environmental impacts in the way prod -ucts are designed,
but creating new services and introducing organisational changes are just as important. At its core, eco-innovation is about cre
resource intensity of products and services Sustainable management of natural resources†¢Tackling climate change†¢Improving biodiversity and ecosystemsâ€
¢New products and services: new markets†¢New business models†¢Enhancing quality of life†¢Creating new and sustainable jobsâ€
ways of delivering their services. Alternative approaches to delivering services (e g. functional sales) can both reduce resource intensity,
bring about new market opportunities and make busi -ness more resilient in the face of market trends
-innovative products, services and technolo -gies are motivated by the opportunity to access new markets and customer segments.
focussed on delivering services and â€oeperformance†to customers New markets and customers Higher revenues and profit
¢products and services Comply with and anticipate new regulations (including eco-design) †¢Distribution Reduce impacts, for example through:
¢Shift to selling services from products (i e. functional sales, including prod-†¢uct leasing and sharing
services can meet their needs, per -haps even better. Consider concepts like leasing or sharing for your business
or services. For products, it is the complete material input needed to manufac -ture a product from the cradle to the point of sale, minus its own weight.
services, it is the sum of the shares of the rucksacks of the technical means
-tor for comparing functionally comparable goods or services in terms of their material or energy requirements www. factor10-institute. org/terms. html
services shop. bsigroup. com/en/forms/PASS/PAS-2050-Guide/Confirmation The water footprint of an individual, community or business is defined as
the total volume of freshwater used to produce the goods and services consumed by the individual or community or produced by the business
and delivery of products and services 3. 1 Waste and emissions Key challenges for your business
products and services What measures can we take to reduce the †¢use of materials, energy, water and other
or services that also improve the functionality of the end product Select lightweight materials•to improve
goods or services. The Wuppertal Institute has developed a stepwise guide to how to perform MIPS
good governance practices†throughout the life-cycle of goods and services. 12 11 Council of Supply Chain Management Professionals (CSCMP
impacts of their products and services and can take the form of a reuse, buy-back, or recycling
provides support services to the telecommunication sector, mainly accompany -ing companies with envi -ronmental management solutions and recycling
Procure eco-efficient products and services. †¢According to the Carbon Disclosure Project 39%of its members and 28%of their sup
products and services 13 See Accenture, 2012: www. accenture. com/us-en/outlook/Pages/outlook
products and services 38 eco-innovation observatory Eco-innovate products and services Key questions Does our company have the skills, time and â€
¢money to pursue relevant R&d Who has the research and technical skills to †¢undertake eco-innovative R&d internally or
Developing eco-innovative products, services †¢and technologies may mean fundamental changes to existing designs, which may be
Eco-innovate products and services Map life-cycle environmental impacts of †¢products, identify any â€oematerial and energy
Eco-innovate products and services Trulstech biodegradable flame retardant The science behind natural fire protection known
Eco-innovate products and services Eco-innovate! A guide to eco-innovation for SMES and business coaches
Eco-innovate products and services Key questions What product design options are there to â€
¢design for your products and services. For ex -ample, Philips†as an electronics company†explores opportunities to improve product-re
Eco-innovate products and services Eco-innovate! A guide to eco-innovation for SMES and business coaches
Eco-innovate products and services How does the product system actually fulfil customer needs Dematerialisation Â
Eco-innovate products and services Quick wins Creative approaches and focused improv-†¢ment strategies help identify potential design
Eco-innovate products and services Granta Design, a Cambridge university spin-off, produced an •Eco -design Guide for starters that offers an easy-to-understand overview of
Eco-innovate products and services Figure 7: Eco-design Strategies Wheel Eco-innovate! A guide to eco-innovation for SMES and business coaches
Eco-innovate products and services Key challenges for your business Customers†whether they are end consum-â€
new eco-innovative products, services or technologies Identifying more radical product concepts or †¢new business models driven by environmen
Today†s customers buy greener products, services or technologies because they work better save money or enhance health.
¢about products and services Evaluation†how do we help people evalu-†¢ate greener value propositions
¢products and services Delivery†how do we deliver a greener †¢value proposition to customers
Eco-innovate products and services Eco-innovate! A guide to eco-innovation for SMES and business coaches
Eco-innovate products and services Quick wins Determining the extent of customers and †¢other stakeholders environmental awareness
and services that have reduced a †¢environmental impact. It is a voluntary label used following certification
Eco-innovate products and services Eco-innovate! A guide to eco-innovation for SMES and business coaches
-work, access services and financial partners and become visible internationally www. europe-innova. eu/ecolink
all platform services, offer of full platform services to their members and ambassador of the platform
public consultation on issues central to on-line services and e-commerce, which was held in the second half of 2010
In order to best tackle obstacles to the development of digital services, the Communication and the accompanying Staff Working Document set out 5 broad
services -Improve operator information and consumer protection -Ensure reliable and efficient payment and delivery systems
3. 1 Develop legal rules on cross-border offers of online products and services Main action 1:
The Commission services started a comprehensive review process of the CPC Regulation in 2012. The review examines, among other issues, whether the
In 2012 the Commission services commissioned an in depth study concerning the compliance of national legislation and (last-instance) national case-law with the E
Commission services, discussing problems in the application of the directive and emerging issues in the area of
Guidelines on Article 20 of the services directive According to Article 20 (2) of the Services Directive11, consumers should generally
not be faced with differences of treatment due to their nationality or residence However, if the service provider can provide objective reasons for different
Services Directive is particularly-but not exclusively-relevant in the context of cross border e-commerce
of the Services Directive: A partnership for new growth in services 2012-2015†12 accompanied by a Staff Working Document13 with a view to establishing guidance
on the application of Article 20 (2) of the Services Directive which enshrines the principle of non-discrimination of service recipients on the basis of nationality or
or refusal to provide services including those related to online transactions. It also explains when differences in
Commission services planning to focus on the sectors which generate the highest number of consumers'complaints, namely tourism, on-line retail and digital
11 Directive 2006/123/EC of 12 december 2006 on services in the internal market http://eur
12 COM (2012) 261 final http://ec. europa. eu/internal market/services/services-dir/implementation report en. htm
of Directive 2006/123/EC on services in the internal market http://ec. europa. eu/internal market/services/docs/services-dir/implementation/report/SWD 2012 146 EN. pdf
5 copyright in the information society (2012. The Commission will also report on the outcome of the consultation on the online distribution of audiovisual works
Commission services have been working intensely towards the implementation of the Communication on a Single Market for Intellectual Property rights across all its various areas.
services; user-generated content and licensing for small-scale users of protected material; audiovisual sector and cultural heritage institutions;
The Commission services organised a CEO-level meeting on 26 june 2012 in order to tackle issues related to the e-book market
The Commission services continuously monitor the effect and application of its competition rules, including with regard to the use of selective distribution systems
distribution systems in the online world, the Commission services will continue and strengthen their discussions within the ECN on online sales issues and possible
demanding payments for goods or services that are of no value to the contractor unilateral or retroactive changes of contract terms,
services and preventing contractors from sourcing from other Member States thus leading to territorial partitioning of the Single Market
The three-month long consultation will help the Commission services to assess the magnitude of the unfair trading practices issue
BEREC), jointly with the Commission services, launched a Europe-wide data 21 For further info see IP/12/1367 http://europa. eu/rapid/press-release ip-12-1367 en. htm and MEMO/12/983
practices to the Commission services and published it on its website. According to the data gathered by BEREC, the majority of ISPS offer unrestricted Internet access
access to several legal services that use P2p technology and often seem to be implemented to restrict competition, for instance in the voice market
Moreover, a recent Commission in depth market study on internet services provision from a consumer perspective showed that very little information was provided to
of services and download limits (94%and 56%respectively of websites assessed by mystery shoppers provided no information on the aforementioned issues) 23
Following BEREC's work in this field, the Commission services launched a public consultation on"specific aspects of transparency, traffic management and switching
services are currently working on guidance that will include measures related to transparency, switching and the responsible use of traffic management tools
services should be subject to the same VAT rate and progress in technology should be taken into account in this respect,
In this context, the Commission services launched on 8 october 2012 a public consultation for a review of the existing legislation on reduced VAT rates25
and services should be treated for VAT purposes, taking into account technological developments. The consultation ended on 4 january 2013.
and services based on PSI reuse The proposal for the revision of the Public sector Information (PSI) Directive29
special schemes for non-established taxable persons supplying telecommunications services http://ec. europa. eu/taxation customs/common/legislation/proposals/taxation/index en. htm
established taxable persons supplying telecommunications, broadcasting or electronic services to non taxable persons (OJ L 249,14. 9. 2012, p. 3†10.
errors and defective products and services) and contains guidelines for on-line retailers. In 2012, ECCS received more than 32,000 complaints, 60%of which
Furthermore, the Commission services together with stakeholders took stock of practices made to improve retailers†s awareness of their duties, obligations and
prices, quality and durability of goods and services (2013-2014 30 Published in September 2012, http://ec. europa. eu/consumers/ecc/index en. htm
•map best practices in the comparison of products and services across different sectors and
comparison of products and services, including through comparison websites see above at page 11 Main action 8:
gambling services; the extension of the scope of the anti-money laundering directive and the promotion of international cooperation for the prevention of match-fixing
2012) 596 final http://ec. europa. eu/internal market/services/gambling en. htm 14 identify sites providing the public with legal offers of medicinal products
The Commission services will now start the preparation for the implementing act as foreseen in the Directive
or services online, including about the functionality and interoperability of digital content. The new Directive furthermore
bans pre-ticked boxes when offering additional services, internet cost traps and charges of which the consumer was informed not in advance.
identification and trust services for electronic transactions in the internal market44 The regulation aims to ensure mutual recognition and acceptance of electronic
services including enhancing current rules on e-signatures and providing a legal framework for electronic seals, electronic time stamps, electronic document
action where necessary,(ii) making sure that these payment services are transparent for consumers and sellers,(iii) improving and accelerating the
•More choice and transparency in payment services for consumers and merchants •More payment service innovation and security
the Payment Services Directive and a legislative proposal on multilateral interchange fees (MIFS. These proposals are scheduled for adoption in Spring 2013
On the basis of the information collected, the Commission services are currently working on identifying solutions to help improve cross-border parcel delivery
"storage of information supplied by a recipient of the service"(hosting services such as social networks, web
information, the Commission services are working on an impact assessment on notice-and-action procedures Other actions
and services which are infringing IPRS An extensive consultation was carried out on the application of Directive 2004/48 on
services launched a survey to gather evidence to be used for a detailed and holistic evaluation of the efficiency of existing national IP civil enforcement systems
The Commission services have gathered information and data as regards ADR systems for disputes between businesses (B2b ADR) via a SME-panel survey and a
The Commission services also met bilaterally with stakeholders Main action 13: in 2012, propose an overall strategy on internet security in
which (some EUR 12.1 billion) is foreseen on e-services for the benefit of EU
and services, e-commerce and enhancing demand for ICT€ and â€oestrengthening ICT applications for e-government, e-learning, e-inclusion and e-health†is also subject to
The Commission services have taken a number of steps since the end of 2011. It launched public consultations on the problem definition and broad policy ideas
The Commission services have in addition commissioned three independent studies On 12 july 2012, the Commission announced the outlines of a regulatory package to
services for the benefit of users and services providers alike Key actions of the strategy described in the Communication include
cloud services. Providers of cloud services should create certification schemes which enable users to evaluate and compare, in a simple manner, the level of
conformity with standards, interoperability and data portability. Certification would also encompass the verification that the provider has implemented the
wide take up of cloud computing services by increasing consumer trust 57 COM (2012) 529 http://ec. europa. eu/information society/activities/cloudcomputing/docs/com/com cloud. pdf
services procurers from European public bodies in cooperation with CEOS of the IT and telecom industry
for wireless broadband services, which are crucial for access to high-speed Internet services such as E-commerce services
As a first milestone of the RSPP implementation, the Commission adopted a Communication on the shared use of spectrum59 on 3 september 2012 to ensure
innovation in wireless networks and services The RSPP aims at a target of 1200 MHZ available spectrum for wireless broadband
for the economic roll out of nationwide wireless broadband services. The Commission services are closely monitoring the deadlines for making this spectrum
available and administrative procedures will be launched where appropriate In order to step up its efforts to achieve the goals of the Radio spectrum Policy
-out and usage of high speed wireless communication networks and services 4. CONCLUSION Many actions included in the action plan have been completed already, and the
3. 1 Develop legal rules on cross-border offers of online products and services 3. 2 IMPROVE OPERATOR INFORMATION AND CONSUMER PROTECTION
services from all over Europe. As such, e-commerce has contributed significantly to the European economy in general and the success of the European Single Digital Market in
rules on distant sales and services and enforcement thereof in all Member States •European decision-makers have to adopt a balanced
services across the EU •The European union should move towards the establishment of what the European commission has
services and products online may end up being subjected to double taxation due to different interpretations of the
modes, delivery services and tracking services leads to inefficiencies and higher costs •To stimulate the (Digital) Single Market steps should be
implementing innovative services because client information has to be transmitted to competitors. Imposing such a right can also lead to additional costs for
services such as online gambling or certain product markets (e g. alcohol, tobacco and medication •New e-Identification methods should not put a
services were bought by consumers online, an 18%growth over the year before. These numbers represent a small percentage (3. 5%)of all B2c sales,
increasingly, services ï Significant development of digital commerce, including multi-channel and mobile ï More sophisticated and personalised communication with the consumer
or services offered are in compliance with EU-law to make available information requirements in an understandable and sensible way;
1. 7. Freedom for a business to trade or not †Art. 20 (2) Services Directive
-Create legal certainty on the freedom to trade or not to trade †Art 20.2 of Services
-Help deliver affordable and reliable parcel delivery services(#2. 3 2. MID-TERM ACTIONS (2016-2019
To deliver good services and meet consumers†expectations, retailers need to know their customers and their preferences
the products and services they want to buy, their comparative prices and qualities, the merchants that are offering them,
different VAT-levels, different levels of guarantees, services, delivery, payments (costs), etc. On the other hand, comparison websites should be clear about
potential consumers that they deliver high quality products and services. But it is important to protect brands or businesses against non-genuine reviews (good or bad) by businesses or their
the revisions to the Payment Services Directive must achieve three main goals in terms of promoting e-commerce:(
It should therefore adopt the Payments Services Directive II and the MIF Regulation to provide 1) easier market entry for new providers through access to banking
to population data, address verification services, 3dsecure, and better security education of consumers 1. 7. FREEDOM TO TRADE (OR NOT
-discrimination†principle in the Services Directive does not oblige businesses to deliver everywhere in the EU. To push for more cross-border sales, the European union should
and sell products and services for granted. A consumer walks into a store, can touch and feel what he/she wants,
or services you can ask the merchant. We immediately understand how to pay and what to do if the product or service does not meet expectations.
deliver improved services and better value for money â Invigorating R&d. Nurturing R&d centres of
ICT is defined as IT hardware, software and services, and telecommunications equipment and services Part I of the report assesses the economic impact of
ICT, and is primarily based on empirical research conducted by the Economist Intelligence Unit. It includes the results of a cross-section examination of
Internet, ICT skills of the workforce and quality of ICT supporting services. When combined, these indices provide a
Investing in ICT goods and services leads to capital deepening, which in turn leads to increases in labour productivity.
of capital in ICT goods and services. 2 ICT gross fixed capital formation in the EU totalled nearly â 1. 9 trillion in 1995
manufactured goods and services has made a large contribution to GDP growth, according to most studies. The European countries that have benefited most from ICT
Contribution of ICT-using services to aggregate labour productivity growth -0. 50 -0. 25 0. 00
highly competitive mobile services and equipment industry. Europe†s liberalisation of its telecoms markets, although patchily implemented, has also
innovate with their products, services, work processes and organisational structures A clear example of the benefits of open competition
Schemes to promote access to higher bandwidth services 34 Promotion of common technology standards 36
Schemes to promote access to higher bandwidth services 36 Promotion of common technology standards 32
services for end-users, as well as wide-scale deployment of broadband access networks. •OECD, 2003  The Economist Intelligence Unit 2004 19
to offer ICT-enabled services, and to give users employees, suppliers and customers) the confidence
services. Connectivity is no longer a major barrier to effective ICT use, at least in Western europe. But policymakers must continue to promote competition
broadband networks and services, but they have simultaneously managed to restrict competitors†access to the last mile.
competition in the provision of broadband services must become entrenched to ensure that businesses and households gain
innovative services and better value for money. By dint of its sheer weight in the economy, this type of
demand for new products and services Patrick de Smedt, chairman of Microsoft EMEA, puts â€oeleading by example†at the top of his prescriptions for
services, can do much to build awareness of ICT benefits among SMES and the broader public.
progress in bringing services online As the public sector transacts more of its business Having spent about 1%of the state budget on public
Integrating this and its various other services on one platform, in March 2003 the government launched the
-stop shop for existing and new services. The portal allows individuals and firms to complete and digitally sign
and production of ICT goods and services. The year 1995 is also significant as the approximate time when
â A measure of the quality of ICT supporting services Forecasts of average annual growth in GDP per head
Productivity, ICT and Services: Europe and the United States†Research Memorandum GD-60, Groningen: Groningen Growth and
Telecoms, software and computer services 14 Professional services 12 Construction and real estate 8 Healthcare, pharmaceuticals and biotechnology 8
Automotive 4 Chemicals and textiles 3 Education and training 3 Electronic and electrical equipment, household goods and products 3
Poor after-sales services from ICT vendors 16 Lack of incentives to foster innovation and ICT investment 14
Schemes to promote access to higher bandwidth services 34 Availability of good ICT education in primary and secondary schools 33
Schemes to promote access to higher bandwidth services 36 Policies to promote competition in the ICT sector 34
or services are sold online %respondents 10-25%12 26-50%13 51-75%2 More than 75%4
Outsourcing of IT services 20 Supply chain integration 19 Online sales and marketing channels 14
Outsourcing of IT services 14 On average how long does it take your company to achieve return on investment from ICT projects
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