E-government: administrative digitization as the basis for trust in democracy

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After a long drought, administrative digitization is making measurable progress thanks to the Online Access Act 2.0, the DeutschlandID as a central citizen account and the abolition of the written form requirement. Citizens are also beginning to appreciate this. These are the key findings of the E-Government Monitor 2024, which the D21 initiative, which is supported by the state and industry, published together with the Technical University of Munich (TUM) on Tuesday. Considering the drop in trust in the state and its performance last year, "this is a motivating sign", say the authors. At the same time, however, this also results in a clear work assignment: "The digital transformation must be driven forward faster and in a more impact-oriented manner."

For the representative study, the market research institute Kantar surveyed 8,108 online users in Germany and a good 1,000 each in Austria and Switzerland aged 16 and over in May. According to the study, 31% of people in Germany still cover all their administrative needs online. In Austria (21 percent) and Switzerland (19 percent), the figure is significantly lower. However, satisfaction with e-government services has improved in Germany, reaching a rate of 62%. Nevertheless, it is still well below the level in Austria and Switzerland (74% and 79% respectively).

70 percent (2023: 63 percent) of German citizens believe that administrative services should be just as convenient and easy to use online as those offered by businesses. However, only 19% currently consider public offices and authorities to be just as efficient as companies. Only 16 percent say that the state makes their lives easier. 71% see e-government as a clear advantage over traditional administration, while 68% explicitly expect the targeted use of new technologies to increase efficiency in public offices.

Openness to AI in government offices is growing

Artificial intelligence (AI) is one of these tools. 80 percent of Germans believe they can explain the term or at least roughly know what it means. 6 out of 10 already have experience of using AI. 31 percent have already communicated with a public authority via a chatbot. The majority of the population is open to the use of technology in administration – with an upward trend. 75% favor its use under certain conditions, while a further 11% are even generally in agreement.

There are particular concerns about the traceability of decision-making processes and responsibilities, as well as the potential susceptibility to errors. However, the authors emphasize that AI is not a panacea for digital city halls. Rather, it is one of many tools that, like networked registers and a user-friendly digital identity, belong in the toolbox of an effective and efficient administration.

Online ID is used more frequently

Services that cannot be used digitally across the board are still the greatest obstacle to using e-government in Germany (57%), with digital identification in second place at 52%. However, the online ID card has made a leap forward as an important component: 22% have now used the corresponding eID function – an increase of 8 percentage points. However, according to the study, the open potential of e-government can still be measured in the digital usage gap: 3 out of 10 German citizens prefer to use the analog rather than the online route when required. Austria and Switzerland convinced more people of their digital administrative services.

Each relevant service has characteristic challenges such as problems with findability or awareness, reasons for abandonment or lack of interest in using the service, according to the report. In order to close the digital usage gap, an online service must offer real benefits: A mobile-enabled, simple process is essential for the citizen's allowance, while awareness and findability are already lacking when it comes to vehicle registration.

For 46%, the faster receipt of benefits compared to the analog process is the decisive impetus for visiting the digital town hall. 42 percent want data that has already been entered to be used for future applications instead of having to re-enter it each time (once-only principle).

Lack of e-government as a threat to democracy

There is "still room for improvement", admits Federal Minister of the Interior Nancy Faeser (SPD): "We need to make our digital administrative services better known." Digital administration saves citizens time in their everyday lives. Many no longer want to have to use different contact points, but want to be able to access a single platform (47%). Politicians must continue to work on such adjustments.

Almost one in two people would trust the state more if its services were quick and easy to use digitally, emphasize Marc Reinhardt, President of Initiative D21, and TUM business information scientist Helmut Krcmar. Efficient digitalization within the administration is a prerequisite for successful e-government. And what happens "in the machine room" must also become more tangible. "Anyone who has the feeling that the state is not fulfilling its tasks is less likely to trust it. This is a serious threat to democracy," the experts warn. The place of residence should also not determine how easy or difficult digital interaction with the state is.

(vbr)