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E-Government Monitor 2021

The eGovernment Monitor 2021 survey, carried out by Kantar and published by Initiative D21 and the Technical University of Munich, uses a representative survey of inhabitants in Germany, Austria and Switzerland to look into digital dealings with the authorities in terms of awareness, usage, satisfaction, barriers and identification. The current survey focuses on the authorities' provision of digital services during the pandemic.

Use

Over the last 12 months, 60% of Swiss inhabitants used an online service provided by the authorities. This figure is between those of its neighbours Austria (76%) and Germany (52%). Switzerland's figure has been largely unchanged since the records began in 2012. The Swiss choose the online channel primarily when they want information on the competent authorities or opening hours, to download forms or to fill in their tax returns. The results show that there is a desire for more e-services.

Satisfaction and barriers

Compared to the previous year, people's satisfaction with the authorities' digital service offering in the DACH region has decreased: 66% (-8%) of the Swiss population is satisfied with the authorities' online service offering; in Austria, the figure is also 66% (-13%) and in Germany, 47% (-15%). E-services are largely perceived as simple, easy to use (from anywhere) and reliable (stable connection). Nonetheless, 42% of people use no eGovernment services, because they are unfamiliar with them. For half of those surveyed, personal contact at an office is important and easier than contact via the internet.


Three quarters of respondents in Switzerland find it easy to use general online services from private providers (online banking, online shopping, booking services, etc.), versus 65% for services provided by the authorities. This shows that online services from private sector providers are better at recognising and meeting the growing needs of users than e-services provided by the authorities. The decline in satisfaction is probably a reflection of this.

Impact of the COVID-19 crisis

18% (+6%) of Swiss respondents said that they had carried out more of their dealings with the authorities online during the COVID-19 crisis, with 7% (+4%) using an e-service for the first time. 17% of those surveyed avoided online services, a fall of 13% year on year. In Austria and Germany, too, the readiness to use authorities' online services has increased. The crisis has had a positive impact on people's attitudes towards e-services. 70% would also like to use online services more often after the pandemic. 65% see the online services during the COVID-19 crisis as helpful, and 27% as a hindrance.


65% of the Swiss population (Germany: 38%) is satisfied with the Swiss state's management of the pandemic in terms of the testing and vaccination offering. Around 60% expressed confidence in the state's handling of the pandemic (Germany: 35%). Respondents cited online shopping, online reservation of appointments with the authorities and the digital exchange of documents as the best things to come out of the pandemic.

E-Government Monitor 2021