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Monitoring 2017

Monitoring provides an overview of eGovernment activities in Switzerland in the areas of online offerings, infrastructure, key factors, user centricity, mobility and transparency and compares them to foreign countries.

Online offering

Population

Economy

80% of Swiss companies use services of the authorities and process official business. 68% of these handle at least half of these services and business electronically. The level of satisfaction of the representatives of the private sector with the online offering of the administrations is very positive: 70% of the companies surveyed are satisfied. Only 10% stated that they were dissatisfied. According to the companies, the following barriers hamper the use of electronic government services most of all: services which are difficult to find, complex registration processes, lack of support, how eGovernment offerings can be used and how the processes work and lack of trust in data protection and data security.


Source: 2017 National eGovernment Study

Administration

The Swiss authorities' eGovernment offering is constantly evolving but by international standards its development is only average (60% of the maximum possible score and 64th place when compared internationally). When the possibilities of interaction between the government and the public which are at stake for example in the form of regular inputs, routine consultations or social media platforms (eParticipation), Switzerland is to be found even further down the list ranked 70 in the country comparison. Based on the excellent prerequisites (cf. infrastructure) in Switzerland, eGovernment is not sufficiently utilised.


Source: The Global Innovation Index 2017

From the perspective of the employees in the Confederation, the cantons, the cities and communes, the online offering of the authorities should be expanded by an average 85% based on the current requirements of the inhabitants. The expansion of online services is hampered above all by personnel shortages, the amount of time required and budget restrictions.


Source: 2017 National eGovernment Study

Infrastructure

This is already the seventh time in a row that Switzerland is the most innovative country when compared to other countries. Switzerland got top marks in the areas of knowledge and technology (1st place) and creativity (3rd place). In 2016, Switzerland filed the most patent applications per capita in Europe which is an indication of the high level of its innovative power. Switzerland also performs well in the areas of secure political and regulatory environment (8th place), human capital and research (7th place), infrastructure (6th place) and level of maturity of the market (7th place) and of the companies (3rd place). Although Switzerland is an international leader in terms of digital technology and infrastructure and has a stable political environment, there is still room for improvement in Swiss authorities' online offerings.


Source: The Global Innovation Index 2017

Key factors

User centricity

Although the online offerings of the Swiss authorities are relatively moderate, in the main indicator "user centricity", at 78% they are now in line with the EU average. The Swiss authorities increasingly provide their electronic services online (76%, 100% signifies "fully transactional"). The usability (online feedback, etc.) of the websites of the Swiss authorities in selected areas (education, healthcare, finance, employment and social security benefits) is very high at 93%.


Source: EU eGovernment Benchmark 2017

Mobility

Transparency