The vast majority of citizens would like to deal with most administrative matters online, but still fail to do so due to a lack of services. Of 14 important administrative services - from renewing an ID card to registering your place of residence and applying for a building permit - the majority of people would prefer to visit the office in person for just three of them: marriage, divorce and criminal complaints - most people do not want to do these online. At the same time, 73% say that most administrative procedures can be carried out online without any problems and that digital administrative procedures save time. In practice, however, only 15 percent have applied for an administrative service online, and only just under a third (31 percent) were satisfied. The most frequent digital contact with authorities is making appointments online (67%), with which 66% were satisfied. These are the results of a representative survey of 1,003 people aged 18 and over in Germany, which were presented today in the run-up to the Smart Country Convention in Berlin.

Despite all the criticism, for the first time a slight majority of 52% rate the general level of digitalization in their city or municipality as advanced, compared to just 40% a year ago. And three quarters (74%) believe that their city or municipal administration is competent in dealing with the topic of digitalization (2023: 71%). “Cities and municipalities are becoming more digital in many areas, from transport and schools to infrastructure with gigiabit internet. But when it comes to contact with the administration, much is still analog. The federal, state and local governments need to step up the pace considerably,” says Bitkom President Dr. Ralf Wintergerst. “We won't achieve digital administration by constantly launching new lighthouse projects; instead, we need to roll out the many existing and functioning solutions. The Smart Country Convention will make these projects visible and promote the necessary exchange. The motto has to be: Don't keep reinventing the digital wheel, use tried and tested solutions instead.”

More than 15,000 representatives from politics, business, cities, municipalities and authorities will come together at the Smart Country Convention in Berlin from October 15 to 17. The aim is to accelerate the digitalization of administration at federal, state and local level and to promote the use of smart city solutions.

Dr. Mario Tobias, CEO of Messe Berlin, says: “The Smart Country Convention has become a fixed date in the calendar for many companies, mayors and public administrators. At SCCON, experts from the public sector meet thought leaders in digitalization to jointly implement digital solutions. The strong presence of federal politics, with six ministries taking part in the Smart Country Convention, shows how important the step into the digital future is. This year's partner country, Latvia, is providing a glimpse beyond the digital horizon.”

Gatis Ozols, Deputy State Secretary for Digital Transformation and CIO of the Government of Latvia, comments: “We are very pleased that Latvia is the partner country of the Smart Country Convention this year. In recent years, cooperation between Latvia and Germany in the field of digital administration and technological innovation has deepened significantly. Under the leadership of Federal Minister for Digital Affairs Volker Wissing, the Innovation Club was established and there is an intensive bilateral exchange of experience in key areas such as artificial intelligence, smart cities and digitalization in general. Latvia now has one of the most advanced digitalized administrations in Europe. This transformation was driven by the need to increase efficiency, ensure comprehensive access to public services and reduce administrative burdens. Digitization offers us the opportunity to achieve all of these goals at the same time. We are pursuing an integrative approach: digital wherever possible and face-to-face where necessary. We look forward to sharing our extensive experience and approaches, both from the public sector and from our companies and organizations that have been instrumental in supporting this progress.”

According to the Bitkom survey, a large majority of citizens in Germany (81%) see the Baltic states such as Latvia as a role model for the digitalization of public administration. In a global comparison, only 2% currently place German authorities at the forefront of digitization, with 7% among the pioneers. However, 79% consider Germany to be a laggard, and 8% even consider German authorities to be lagging behind in an international comparison. 78% would like Germany to invest much more money in the digitalization of its administrations. 82% of Germans have found that the authorities in Germany take too long to process their requests. Nevertheless, 84% consider a functioning, citizen-oriented administration to be a core task of the state. At the same time, 65% have a high level of trust in public administration, 57% of 18 to 29-year-olds and 58% of 30 to 49-year-olds. “If people have the impression that their administration doesn't work, this also leads to a distance from the state, disenchantment with politics and fundamental criticism of democracy,” says Wintergerst. “Digitalization offers the opportunity to make the administration more efficient and functional in the long term, even if many public service employees will retire in the coming years and there will be a shortage of new recruits.”

High demand for online administrative services

There is a widespread desire among the population to no longer have to visit a public authority in person for administrative matters. For example, 79 percent would like to be able to apply for a driving license online, while only 18 percent would prefer to do so in person. For ID cards, 78% would prefer online contact and 18% would prefer to visit in person. The picture is similar for many other administrative services, such as applying for a resident parking permit (77 percent to 18 percent), reporting defects in public spaces (75 percent to 22 percent), registering a residence (74 percent to 20 percent) or registering a vehicle (71 percent to 24 percent). The issuing of certificates such as birth certificates (69% to 25%) or a police clearance certificate (69% to 21%) would also be predominantly requested online. Online applications for social benefits (65% to 31%) and family benefits (53% to 38%) also clearly outweigh online applications. The situation is tighter when it comes to applying for building permits (48% to 36%).

A majority would prefer to appear in person for just 3 out of a total of 14 administrative acts. For example, 57 percent would prefer to file a complaint locally (online: 39 percent). And most people would prefer to get married in person - and, if the worst comes to the worst, get divorced in person. At 51% (compared to 27% online), personal presence is not quite as popular for divorces as it is for marriages. 69% want to be at their partner's side during the marriage. However, a fifth (21%) would also prefer to marry online.

In reality, digital contact with authorities is the exception - and rarely gets good marks. For example, 67 percent have used online appointment scheduling and 66 percent of them were satisfied with it. 62 percent have had e-mail contact with the administration, and only just under half (51 percent) were satisfied. 32 percent have filled out a contact form on the government website, with a satisfaction rate of 55 percent. 15 percent have applied for online administrative services, but only 31 percent were satisfied. Satisfaction is even lower for the use of chatbots (30 percent), which only 5 percent have used, and virtual government consultations, which were used by 8 percent and only 27 percent were satisfied. A quarter (25 percent) had never had any digital contact with public authorities. Wintergerst: “It is not enough to offer anything digital. We need good, citizen-friendly and easy-to-use digital administrative services that work and offer real added value.”

Digital ID card: those who use it tend to be satisfied

Some of the existing digital services are only used by a minority, although they are largely satisfied with them. For example, only 15 percent use the online function of the ID card. However, 69% of them say that they would like to use this function more often in the future. And 62% would also like to use the digital ID card outside of the administration, for example at hotel check-in. At least half (49%) recommend the use of the digital ID card to their own environment. However, a third (36%) find it too complicated to use. “Where we also need to improve: In marketing our digital administration services. For a long time, the authorities were too hesitant to promote the use of the digital ID card in particular,” says Wintergerst. “The digital ID card is an excellent technical solution, but many people are simply unaware of its possible uses.”

Majority would like to see AI used in public authorities

Artificial intelligence could also help with the digitalization of public administration in the future, at least according to citizens. 61% would like to see the use of AI in public administration promoted more strongly. And 41% would prefer to speak to an AI chatbot rather than a human if they could avoid waiting times or were not tied to opening hours. Among 18 to 29-year-olds, around half (53%) would even prefer AI in this case. At the same time, however, 61% are also afraid that in future an AI will make decisions in public authorities without humans, for example on applications.

Smart Country Convention: Digital solutions for the public sector

The digitalization of administrations, cities and municipalities is the central theme of the Smart Country Convention. Under the motto “Stadt.Land.Tech”, seven stages and the Expo will showcase the opportunities and possibilities of digitalization in the public sector. Four cabinet members will be attending on behalf of the German government: the event will be opened by Federal Minister of the Interior and patron Nancy Faeser. Dr. Volker Wissing, Federal Minister for Digital Affairs and Transport, Federal Minister of Agriculture Cem Özdemir and Federal Minister for Family Affairs Lisa Paus will also be speaking. This year's partner country, the Republic of Latvia, will be represented by President Edgars Rinkēvičs and Economics Minister Viktors Valainis, among others. Information on the program, exhibitors and participation can be found at https://www.smartcountry.berlin/en/.

Methodological note: The data is based on a survey conducted by Bitkom Research on behalf of the digital association Bitkom. This involved a telephone survey of 1,003 people in Germany aged 18 and over. The survey took place in the period from week 31 to week 35 2024. The survey is representative.