The Deloitte Swiss Digital Government Study 2021 Drivers and Barriers to E-Government Services
This year’s Deloitte survey of digital services in Switzerland finds that demand for them has grown substantially since the beginning of the coronavirus pandemic. Reduced face-to-face interactions and advances in digital technology have influenced customers’ expectations and their purchasing behaviour. This applies not only to online purchases of consumer goods but also to eGovernment services. Existing eGovernment services in Switzerland have been used increasingly by citizens since last year’s study and there is a great need for new digital services. As they transition to digital services, Swiss public authorities and administrations are facing not only different behaviour and new preferences among the public but also technological hurdles and transformation challenges.
Key drivers shaping the future of eGovernment services in Switzerland In our Deloitte Digital Government Survey 2021 we surveyed over 1,000 citizens in Switzerland – of which 235 were public service employees – and identified and analysed the key drivers and hurdles that will shape the future of eGovernment services in Switzerland.

These findings result in four clear calls for action which we will discuss over the coming months:

Citizens expect more flexibility and time saving from digital services. Next articles will follow soon Public concerns about data privacy and cybersecurity persist and need to be addressed. There is a strong preference for uniform, national solutions from both citizens and public service employees. Public service employees want new working methods and more digital empowerment
1. Citizens expect more flexibility and time saving from digital services
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 digital services: 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?
Methodology
Find out more about the methodology we used for the Deloitte Digital Government Survey 2021
A Switzerland-wide survey To analyse and understand the behaviour and preferences of Swiss citizens in relation to eGovernment services, Deloitte conducted a survey for the second time in September 2021 of over 1,000 participants between the ages of 18 and 81 from both urban and rural areas and in the German, French and Italian speaking parts of the country. 235 of the participants were public service employees. This made it possible to sample views within the public authorities and administrations on their technological hurdles and transformation challenges, as well as ascertaining other citizens’ expectations of eGovernment services. Participants age
Place of residence
Place of work
Trust in digital services, and the willingness to use or provide them The questions addressed to the general public focused on the overall confidence and trust of citizens in the current and future ability of public authorities and administrations to offer digital services. The questions covered citizens’ awareness or and need and motivation to use digital services as well as how these services should be delivered and what the hurdles to broader adoption are. The questions for public service employees focused on their willingness to offer digital services as well as challenges resulting from the coronavirus pandemic and the need for increased centralisation and Switzerland-wide standardisation of eGovernment services.
Contacts and authors

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