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National eGovernment Study 2017

The most important results of the study are found below:

Search machines of significant importance

Both the population (73 %) and businesses (67 %) largely use search machines to access the authorities╩╣ online offerings. It is less common to access the authorities' websites directly.

Electronic channel established for communicating with authorities

Half of the population use one or two government services annually, 20 % use no service at all. When services are used, this is done electronically in approximately 30 % of cases. Just over a third of those surveyed use at least half of the services online.

Electronic tax return represents eGovernment's best performance

Both the population (64 %) and businesses (47 %) often complete their tax returns electronically. The service is one of the most used eServices for both target groups. A third of the private individuals surveyed also accessed statistical data and maps electronically and use electronic payment methods for government transactions. Businesses often take part in statistical surveys electronically (55 %) and are keen to notify the different offices of address changes electronically (43 %).

Desktop applications in highest demand

The private individuals and businesses surveyed prefer desktop applications to mobile solutions. Both user groups would like to carry out more of their transactions with the authorities electronically. However, they would prefer to do so on a computer or laptop rather than on a smartphone or tablet.

eGovernment offering is satisfactory but could be extended

The degree of satisfaction of the population (67 %) and of businesses (69 %) with the authorities╩╣ online services is generally high. Trust in the online services is also generally high. Around 20 % of the businesses and private individuals surveyed have little confidence in the authorities' online services.
Requests for specific government services indicate that demand for online services is higher than the existing offer.

Supply and demand: Population's four most requested services for cantons and communes

Cantons put greater emphasis on eGovernment than Confederation and communes

The vast majority of the cantons (90 %) offer their population a portal for handling eGovernment services and social media channels for communication purposes. Federal offices and communes fare considerably worse in both areas: 57 % of federal offices and 47 % of communal administrations offer a portal, although only a third (Confederation) and a mere tenth (communes) are active on social media platforms. Nevertheless, it is primarily the cantonal and federal authorities that wish to extend their online offerings: approximately 40 % are in favour of significant expansion and around half tend to favour expansion. The communal representatives are more reluctant: only 10% deem significant expansion necessary. Almost 60 %, in particular larger communes, are generally favourable towards expansion.

Authorities lack human and financial resources

The authorities surveyed would like to optimise their processes with electronic services and increase service quality. A lack of human and financial resources is cited as the most important obstacle to the digitalisation of administrative processes. Just over half of the cantons allocate at least a 50 % post to eGovernment matters. This only applies to 29 % of the federal administrative units. At commune level, the human resources allocated to eGovernment matters are infinitesimal: almost half of communes allocate less than 5 hours per week. 43 % of the communes surveyed could not provide any information for this question.
Although the cantonal administrations allocate the largest amount of resources to eGovernment matters, dissatisfaction with human resources is higher than for the Confederation and communes.

National eGovernment Study 2017: Summary Report

National eGovernment Study 2017: Summary Report
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