Digital administrative procedures fail for the majority
Posted: Sat Feb 01, 2025 9:29 am
The majority of German citizens see a need to catch up in the digitization of administrative services. At 56 percent, more than half say they are not satisfied with the digital offerings of the authorities responsible for them. Only slightly more than one in three (35 percent) say they are satisfied. This is the result of a representative survey of more than 1,000 people in Germany commissioned by the digital association Bitkom. Against the backdrop of the Corona crisis, citizens were also asked to what extent they had used administrative services from offices or authorities during this time . According to the survey, slightly less than half (44 percent) have used such a service since March 2020. The most common application was for Corona emergency aid (16 percent) - and this was done exclusively digitally.
The situation was different for services that are not japan gambling data offered online across the board: One in nine (11 percent) ordered a civil status certificate, for example for birth or marriage, 5 percent of whom did so online. 7 percent applied for a registration certificate, 4 percent of whom did so online . 5 percent had to register, re-register or de-register a motor vehicle, only 1 percent did this digitally. And another 5 percent applied for short-time work, exclusively online.
"During the Corona crisis, the application for emergency aid and short-time work has shown that administrative services can be offered quickly and easily online and are also used. In contrast, matters such as the registration and re-registration of motor vehicles, which are hardly available online, are inevitably mostly handled in the traditional way on site," says Bitkom CEO Dr. Bernhard Rohleder. "The majority are dissatisfied with the administration's online services. More and more user-friendly offers are needed to increase citizen satisfaction and improve the efficiency of the administration. The Online Access Act for the digitization of 575 administrative services must be implemented quickly and user orientation should be the focus."
The situation was different for services that are not japan gambling data offered online across the board: One in nine (11 percent) ordered a civil status certificate, for example for birth or marriage, 5 percent of whom did so online. 7 percent applied for a registration certificate, 4 percent of whom did so online . 5 percent had to register, re-register or de-register a motor vehicle, only 1 percent did this digitally. And another 5 percent applied for short-time work, exclusively online.
"During the Corona crisis, the application for emergency aid and short-time work has shown that administrative services can be offered quickly and easily online and are also used. In contrast, matters such as the registration and re-registration of motor vehicles, which are hardly available online, are inevitably mostly handled in the traditional way on site," says Bitkom CEO Dr. Bernhard Rohleder. "The majority are dissatisfied with the administration's online services. More and more user-friendly offers are needed to increase citizen satisfaction and improve the efficiency of the administration. The Online Access Act for the digitization of 575 administrative services must be implemented quickly and user orientation should be the focus."