A current study shows: what people experience when using private apps is exactly what they now expect from government services too. Digital services are fast, intuitive, and available around the clock. We’ve gotten used to banking, shopping and the rest just working, simply and intuitively. Everyday digital life sets the bar for our expectations. And that leads to disappointment.

Because government services often still work quite differently — speed is relative, simplicity is rare, and intuitive use is about as hard to find as plain language and clear calls to action.

So to increase acceptance and use of digital government, these insights need to be factored into the development of new apps, services and platforms. The more they resemble private apps, the more willing people are to use them.

Which government service has left you completely baffled?

Image: Photo by Tim Gouw on Unsplash

Source: DataReportal (2026): Digital 2026 Global Overview Report

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