Why that’s the case, and what can be done about it.

The road to a digital republic is still long. And various hurdles have to be overcome. But often it’s not the obvious ones.

Many people think: people don’t want to use digital services. We have an acceptance problem. But is that really true? Current studies say something different: acceptance is there, but the offerings don’t meet expectations.

In Germany, there’s generally a high willingness to use digital government services. But at the same time, many people report difficult user experiences: errors, dropped sessions, complicated language and interfaces — and, of course, still extremely long forms.

Who hasn’t experienced that?

If the services were built user-centred, with clear added value, a simple interface, and mobile access, usage numbers would rise very quickly. So we don’t have an acceptance problem — we have a complexity and functionality problem.

What would digital services need to be like for you to use them?

Source:

Initiative D21

eGovernment MONITOR 2024

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