Citizens in Switzerland have clear needs and expectations when it comes to eGovernment services. Overall, their experience with the existing digital services offered by public authorities and administrations is better than last year and generally satisfactory. According to the latest Deloitte Digital Government Survey 2021, however, more flexibility with regard to time and location as well as greater time savings when using new digital services can drive further adoption. Improved customer orientation, better communication and more mobile services are also needed. This will increase overall satisfaction with digital services and encourage even more people to use them.
The biggest users are aged between 30 and 49 years and over 60 years. Citizens aged less than 30 years are slightly less willing to use eGovernment services.
Other important user aspects are self-service (68%) and convenience of digital service (68%).
High willingness to use existing digital services:
The majority of citizens are ready for eGovernment services and satisfied with the digital services
they have already used. Three-fifths of respondents (61%) indicate that they are willing to use the digital
services of public authorities and administrations. The biggest users are those between 30 and 49 years old
and those aged over 60. Respondents aged under 30 are slightly less willing to use eGovernment services -
probably because the existing digital services do not appeal to their user habits.
As in last year’s survey, the three best-known digital services in 2021 are in the areas of taxation,
personal register and registration/de-registration of place of residence. Nevertheless, many key digital
services remain unknown, especially those offered only in certain Cantons, such as electronic identification
(e-ID) or online vehicle number plate redemption services, which every third respondent did not know about
before taking this survey. More communication and better positioning of services is required as well as
dedicated customer orientation to better addresses citizens’ needs and expectations.
How willing are you to use the digital services of the public authorities and
administrations in Switzerland?
Flexibility and efficiency drive satisfaction and the willingness to use
A large majority of respondents agree that time flexibility (75%), time saving (72%) and location
flexibility (72%) are the three most important user aspects when using digital services. Other important
user aspects are self-service (not limited by office hours) and the greater convenience of digital services
(both 68%). It will be key for any future digital services to take these aspects of usage of eGovernment
services into account.
The majority of citizens want to use digital services whenever and wherever they want. This clearly
points to more mobile services, such as, for example, the recently launched Swiss Travel Admin App of the
Federal Department of Foreign Affairs (FDFA). Citizens also want the digital service to be much faster and
more efficient than when they go to the counter at the government office. But there are some differences in
priorities between age groups. For respondents under the age of 40 years, for example, the most important
user aspect is time saving. Respondents over the age of 40 favour time and location flexibility.
Which user aspects of digital services of the public
authorities/administration are important for you?
Clear preferences when it comes to new eGovernment services:
The majority of citizens surveyed would like to see new services that go beyond the already well-known
and well-used eGovernment services. For example, every second respondent “would always like” to order their
passports or ID cards online (51%) and obtain motorway usage vignettes electronically (49%). In addition, more than two-fifths “would always like” to pay parking fines with a contactless payment method and vote online using e-voting – and more than one third “would sometimes like” to use both services digitally.
There is great potential for new eGovernment services of this kind. However, some of the citizens
surveyed would not use all of these new services digitally because of their concerns about data privacy
protection and cybersecurity. These concerns need to be addressed to increase adoption. We will dive deeper
into this topic in a separate article which will be released soon.
What is your view on following new digital services offered by public
authorities/the public administration?