The eGovernment MONITOR 2023 survey, published on 13 October 2023 by Initiative D21 and the Technical University of Munich, uses a representative survey of the online populations in Germany (DE), Austria (AT) and Switzerland (CH) to look into the (mobile) usage and acceptance of digital government services. The 12th edition focuses on the need for, barriers to the use of and trust in digital government services and the state.
First of all, most Swiss citizens are still very satisfied with the digital government services offered and believe in the benefits of digital administration. This has a positive effect on trust in the state and its efficiency. The eGovernment MONITOR is an instrument for the public administration to identify the requisite need for action and to derive targeted measures.
Key findings of the survey
The use of online public services remains stable at a high level: 60% (-1) of respondents in Switzerland have used an online government service in the last 12 months. With regard to this indicator, Switzerland lies between Austria 70% (-2) and Germany 56% (+4). 92% of respondents who used a digital government service would like to use the online service again (AT: 95% and D: 94%). 72% of respondents who used a service in analogue format are interested in using the online channel the next time (AT: 67% and D: 69%).
Mobile use is rising significantly in all countries: 53% (+7) of citizens in Switzerland use mobile devices to access digital government services (AT: 56% and D: 54%). Generation Y has the highest usage at 68%.
The government services most frequently used online are: ordering an extract from the register of convictions (86%), completing a tax return (80%), ordering an extract from the debt collection register (79%) and reporting problems (73%).
The usage gap is narrowing: 43% (-3) of respondents who needed a government service accessed this entirely offline. Reasons for this included, in particular, deliberately choosing the offline solution (habit), lack of awareness and findability. Half of the respondents still prefer personal contact.
Almost 60% of respondents in Switzerland consider themselves in a position to use online services (AT 70% and D: 66%): however, 40% of citizens still describe themselves as not digitally savvy. Digital services must be user-centric and accessible to all citizens.
Satisfaction with digital government services is highest in Switzerland at 78% (AT 75% and D 58%): in all three countries, about 7 out of 10 people see an advantage compared to the non-digital solution.
Trust in digital technologies is much higher in Switzerland (61%) than in D (35%) and AT (34%): the federal system and the population's high level of civic engagement probably have a positive impact on trust in the state and its efficiency.
Published by: Technical University of Munich (TUM) and Initiative D21; conducted by Kantar