National eGovernment Study 2022

Short report

The short report is an abridged version of the full report on the National eGovernment Study 2022. 

Full report

In addition to more detailed information on the supply of and demand for electronic public services, the full report covers topics such familiarity with government websites and provides an analysis of the existing legal basis for eGovernment.

Rise in the use of e-services

52% (+5% relative to 2018) of respondents with internet access have already had online dealings with public authorities. For 38% (-8% relative to 2018), this has not yet been the case.

Varying use of e-services

• The proportion of respondents who have already had online dealings with public authorities is significantly higher in German-speaking (52%) and French-speaking Switzerland (55%) than in the Italian-speaking region (32%), despite the fact that the offering is similar in all parts of the country.
• There is a slight urban-rural divide: 53% of those in urban areas have already used an online service, while only 47% of those in rural areas have done so.
• The most frequent users of digital public services are 25-54 year-olds (55%), followed by 55-64 year-olds (49%) and the two groups 18-24 and 65-70 year-olds (46% and 43%, respectively).

Digital contact options are being adopted

People contact the authorities mainly via email or a portal, and no longer by telephone or at the counter. When using eGovernment services, they want (quick) online support (online form, chat, email).

Online support has increased significantly at all administrative levels, rising by around 25 percentage points relative to 2018. This is possibly due to the authorities' closures of counters during the COVID-19 pandemic and mandatory working from home.

Demand for e-services exceeds supply

• Younger, male and/or urban respondents are more likely to want a greater supply of e-services than older, female and/or rural respondents.
• The more frequently the internet is used, the stronger the desire for an expansion of online services.
• Concerning businesses, the desire for expansion is also greatest among those in urban areas and those with frequent internet use. The desire for expansion increases with the size of the business.
• The authorities also see a need for online services to be expanded: 64% of the cantonal authorities and 47% of the federal authorities believe that the digital offering of their authority needs to be expanded very significantly. The communes see the least need for a very significant expansion (13%), although the people and businesses see the most potential for expansion there.

Top e-Services

• The e-tax return is still the most used eGovernment service in Switzerland, with 75% of taxpayers completing their tax return online.
• In 2021, 40% of respondents ordered an extract from the register of convictions or an extract from the debt collection register electronically. In 2018, this figure was still less than 30%.
• The residents surveyed would most like to be able to use an online confirmation of residence (52%). At present, 31% of respondents apply for a confirmation of residence online, although 70% of the competent authorities offer an electronic confirmation of residence. As the study shows, many eGovernment services are still not well known or are difficult to find.

Rise in users' demands regarding digital public services

Most of the residents and businesses surveyed are satisfied with the e-services (64% of residents, 73% of businesses). However, that is 2 percentage points lower than in 2018.

Users of eGovernment services want the public sector to provide services that are just as simple, mobile-friendly and accessible as those in the private sector (e.g. online shopping, e-banking). 52% of respondents (residents) do not care how they can access digital public services, as long as it is quick and easy. About a third of respondents would like to see a central government portal that provides all eGovernment services (federal, cantonal and communal) in one place. In addition, respondents would like to use e-services with mobile devices more often.

Although rarely used, the right to access data is seen as important

With the growing volume of data that private companies and the authorities are recording, transparency and knowledge of the data stored are becoming fundamentally more important. However, only 1 in 10 people have ever made use of the right to access data. The main reasons for not requesting access to data include the high level of trust in the authorities regarding personal privacy and data protection, a lack of interest and a lack of knowledge. In the event of a request to access data, the respondents would like simple, standardised and, if possible, digital processes.

The absence of a legal basis is a hindrance

At present, there is no holistic legal basis for seamless digital interaction with the authorities. There is a legal basis for individual services in 20% of the cantons, and only 28% of the cantons have a comprehensive legal basis. Legislative projects are under way in most cantons.