The Agency for Digitisation has analysed the level of digitisation for the fourth and final wave of service areas
in which digital self-service became mandatory by law in December 2015. The analysis shows that 84 pct. of notifications and applications made by citizens to the public sector in the fourth wave were made via online self-service solutions in the first half of 2016. Thus, these service areas in the fourth wave exceeded the target set in the common public sector Digital Strategy 2011-2015 that 80 pct. of communication between citizens and the public sector takes place online.
The analysis of wave four is a supplement to the Agency for Digitisation’s analysis of the level of digitisation for the first three waves of service areas in which digital self-service became mandatory in the period 2012-2015. Now that all four waves have been analysed, an overview of the results of the total transition to mandatory online self-service can be presented. The analysis can be found here (link is in Danish).
The figures for all four waves show that in total 87 pct. of all transactions, i.e., notifications and applications from citizens within the affected service areas were made online. This means that the common public-sector target of 80 pct. digital communication has been exceeded. This impressive result has been achieved due to the massive efforts made across the entire public sector where the individual authorities have gone to great lengths to enable citizens to use the online self-service solutions.
Danes are happy with online self-service
Online self-service solutions have become Danes’ first choice in their dealings with the public sector. And when asked, Danes say that overall they are generally happy with the online self-service solutions. For example, 72 pct. of Danes who have used an online digital self-service solution within the past year are satisfied with the user-friendliness of the authorities’ websites. This is reported in a survey by Statistics Denmark of the Danish population’s use of IT. In spite of these positive figures, the public sector aims to continue improving its online self-service solutions, so that it will be easier for citizens to deal with matters online. Therefore, as part of the Digital Strategy 2016-2020, several initiatives have been launched aimed at increasing the user-friendliness of the online self-service solutions. Among other things, citizens must experience greater cohesion in their dealings with public authorities online.