The study on the analysis of the needs for cross-border services and assessment of the organisational, legal, technical and semantic barriers (SMART 2011/0074) assessed the needs and demand, costs-benefits and barriers for cross-border services where interoperability is a key factor. The study is driven by the terms of the Digital Agenda for Europe and the eGovernment Action Plan: “By 2015, a number of key cross-border services will be available on line”– “enabling entrepreneurs to set up and run a business anywhere in Europe independently of their original location, and allowing citizens to study, work, reside and retire anywhere in the European Union.” In addition to analysing the supply-side of services, a user survey was conducted with 1,200 users and the services assessed were subject to Customer Journey Mapping. All findings were then aggregated and correlated so as to identify services with the highest impact.