The National Observatory of Technology and Society (ONTSI) launched the study on the digitization of the Administration (carried out between August and September). It reflects the importance that citizenship grants to the process of digitization of the Public Administration, through the analysis of their attitudes regarding digital identification, opinions on the implementation of digital service channels and on the performance of online procedures and procedures.
The digitization of the AA.PP. has resulted in the use of digital identification, that 77% of the population already employs to carry out some type of consultation, process or administrative management, a percentage that increases to almost 87% when it comes to people aged between 24 and 35 years old.
Valuation of digital identification
The implementation and availability of the different digital identification options are valued quite or very positively by 65% of the surveyed Internet users, while only 11% are critical, since they consider their implementation nothing positive. In general, the average valuation that your availability receives is of remarkable, although those who have used it on occasion give it a higher grade (7.7). This rating is lower among those who have never used them (6.1).
Something similar happens with the degree of trust generated by its use. In general, 66% of people trust digital identification systems while only 11% show certain distrust.
Digital citizen service channels are less popular, since they are only used by a third of the population (34%). Even in the age group where these channels are most used (people between 25 and 34 years old), the percentage of use is 38%.
Almost half of the people surveyed are very or quite favorable with adoption of virtual assistants or chatbots as one more communication tool with the Administration, compared to 24% who are critical of this type of care.
However, 57% of those surveyed are very or quite interested in the unification of the notification box of the Public Administration, through which the communications sent from the different public organizations can be consulted. On the other hand, a measure of this type generates indifference in 15% of the surveyed population.
Online processing
The majority of citizens (68%) have carried out public administration procedures or procedures electronically, with people between 55 and 64 years of age being the ones who have done it the most (74%).
On the other hand, more than 64% of those surveyed consider the power of carry out online procedures. In addition, those who have carried them out on occasion are quite satisfied and, in general, give them an average rating of almost 8.
