- 69 per cent rate the digitalisation of public services as poor to very poor
- Usability (43 per cent) and data protection (50 per cent) are the most important success factors
- Only 14 per cent fundamentally reject digital identities
The digitalisation of public administration in Germany remains a challenge. A representative YouGov study commissioned by eco – Association of the Internet Industry shows that the majority of citizens rate the current situation negatively. At the same time, there is growing openness towards government-provided digital identity solutions – provided they are secure, transparent and easy to use.
Public administration is lagging behind
Only 3 per cent of respondents rate the digitalisation of public services as very good, 20 per cent as rather good. In contrast, however, 69 per cent see significant room for improvement. From the perspective of many people, the promise of the Online Access Act has so far remained unfulfilled. Germany also continues to lag behind in e-government services compared to other European countries.
Digital identities: Trust is decisive
Digital identities enable secure, unambiguous online identification with authorities or service providers. Data protection and technical security are decisive for 50 per cent of respondents, followed by ease of use (43 per cent) and clear rules for data access (32 per cent). Only 14 per cent fundamentally reject digital identities – so scepticism is directed more at implementation than at the concept itself.
Professor Dr. Norbert Pohlmann, eco Board Member for IT Security: “Citizens expect not only digital services from the state, but also transparency and control. Trust in technical integrity is a prerequisite for acceptance.”
Wallet solutions as a potential breakthrough
There is already widespread interest in various digital administrative services:
- Online administrative applications (e.g., ID card, housing benefit, vehicle registration): 57 per cent
- Digital health services (e.g., ePa, e-prescription): 52 per cent
- Tax applications (e.g., Elster): 51 per cent
- Digital wallets (e.g., with driver’s licence & ID card): 31 per cent
*Multiple selections were possible here
The results show that where digital added value is clearly recognisable – fewer forms, faster processes, fewer visits to government offices – there is a greater willingness to use these services. Digital wallets could therefore become a central building block of administrative digitalisation because they combine security, convenience and practical everyday usability.
Pohlmann adds: “The success of BundID, ID-Wallet or the European EUDI Wallet depends not only on technology, but also crucially on communication and user experience.”
Germany stands at a turning point with regard to the digital state: dissatisfaction is high, but interest in secure, understandable identity solutions is growing. The digital wallet could be the decisive catalyst.
