National eGovernment Study 2022: people would like more eGovernment services

Hands of four people working on four different computer keyboards

(10.05.2022) The National eGovernment Study published on May 10, 2022, has confirmed that the demand for eGovernment services remains high. The cross-sectional survey of the general public, businesses, and the administration shows that demand for e-services exceeds supply.

In 2021, the use of electronic administrative services was significantly more prevalent than in 2018 (general public +6%; businesses +5%). The majority of the general public and businesses conduct at least half of their administrative procedures electronically. Those interviewed value both the ability to use the services at any time, anywhere and the resulting time savings.

Both public and businesses want simple and secure applications

Online tax returns are the most popular among the Swiss authorities' electronic services: three-quarters of taxpayers file their tax returns online. However, other services are also widely used: 40% of those surveyed (compared to 28% in 2018) have already requested an extract of criminal records or of the debt enforcement register online. Many of the respondents would also like to be able to order a certificate of domicile or a replacement driver's license online, but even if such services exist, they are not always widely known to be available. According to the survey, difficulties in finding the right services, as well as a lack of trust in data protection, are a barrier to the use of e-government services.

Companies tend to use e-government services more extensively and with greater frequency than the general public. The "EasyGov.swiss" online portal, which centralizes electronic applications for permits and registrations for companies, is gaining in popularity. The public is also keen to see electronic services centralized: almost a third of those questioned are in favor of a portal that brings together the services of the Confederation, the cantons, and the communes. Above all, administrative services should be easily and quickly accessible. The general public also prefers services that can be used on mobile devices.