In an increasingly digital world, e-government services have become an essential part of how citizens interact with public administrations. From obtaining official information to accessing personal records, the convenience of online government services continues to drive their usage. As of 2024, more individuals than ever are leveraging these digital solutions to streamline their interactions with government entities. But what are the most common ways people use e-government platforms, and how has their adoption changed over time?
The Most Popular E-Government Service – InfoCons Consumer Protection Keeps You Informed !
The most frequently used e-government service in 2024 was searching for information related to government services, benefits, regulations, and operational hours. A significant 44.0% of users turned to digital platforms for these purposes, reflecting a 2.4 percentage point (pp) increase from 2023. This rise indicates a growing reliance on official digital portals for quick and reliable information, reducing the need for in-person visits or phone inquiries.
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What is the Second Most Popular E-Government Service ? InfoCons Consumers Protection Informs You !
The second most utilized service involved accessing personal information stored by government institutions. Approximately 40.0% of citizens engaged with e-government platforms to retrieve personal records, such as tax information, social security details, or other official documentation. This category experienced a smaller increase of 0.8 pp compared to the previous year, demonstrating a steady yet slower growth in users’ willingness to manage their personal data online.
Downloading and Printing Forms in E-Government Services – Learn More with InfoCons Consumer Protection !
Despite the overall increase in e-government engagement, one service saw a slight decline in usage. In 2024, 38.1% of individuals in the EU downloaded or printed official government forms, marking a decrease of 1.8 pp from 2023. This drop may suggest a shift towards fully digital transactions, where forms are increasingly submitted online without the need for printing, thereby enhancing efficiency and reducing paper waste.
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The Least Common Activity on E-Government Platforms – InfoCons Consumers Protection Keeps You Informed !
The least utilized feature of e-government platforms was submitting requests, claims, or complaints, with only 5.3% of users engaging in these activities. However, this category still saw a minor increase of 0.5 pp from the previous year, indicating a slow but positive trend toward digital complaint resolution and service inquiries.
The Future of E-Government Services – InfoCons Consumer Protection Keeps You Informed !
As technology advances and digital literacy improves, the usage of e-government services is expected to grow even further. Governments worldwide are investing in user-friendly digital platforms, automation, and AI-powered assistance to enhance accessibility and efficiency. The increasing trust in online governmental services signifies a shift towards a more connected and responsive public administration.
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Source : Eurostat
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