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The Danes - and their Digital Everyday Life

16-12-2015 News UK

With the Joint Government eGovernment Strategy 2011-2015 interaction between public authorities and, respectively, business and citizens has been digitised in a variety of areas. Statistics on the use and satisfaction with digital solutions show that the Danes have embraced digital communication with the public sector.

The transition to mandatory Digital Post from public authorities was a key milestone in the digitisation of the Danish public sector. Digital Post became mandatory for businesses on 1st November 2013, and one year later - on 1st November - it became mandatory for citizens too. This was a major transition process which affected the majority of citizens and public authorities in Denmark. Like the transition for businesses to Digital Post in 2013, the transition for citizens was carefully prepared. Extensive awareness campaigns were carried out, amongst other things, and just before 1st November 2014 all of 97 percent of the Danes were aware that they would soon receive their post from public authorities in their Digital Post inbox.

Everyday life with Digital Post
Today 89 percent of citizens are enrolled in Digital Post, while 11 percent are exempt. On the business side, only 248 out of a total of approximately 650,000 businesses are exempt from Digital Post. The proportion of exempt citizens is lower than the initial expectation that up to 20 percent of citizens would need exemption. In the latest satisfaction survey 76 percent of those polled indicated that they were satisfied or very satisfied with Digital Post.

Digital letters and documents from public authorities are now starting to appear in the Digital Post inboxes of citizens and businesses because public authorities are well underway with their transition to sending Digital Post. In 2015, around 80 million Digital Post-mailings have been sent to citizens and businesses, while in 2014 the number of mailings was 47.9 million.

Although the transition to Digital Post has proceeded as planned, it is important that the public sector continues to focus on providing information on Digital Post and processing exemption requests.

From student loans to relocation: The Danes use digital self-service
Since 2011, digital self-service has become mandatory in 66 public service areas, and on 1st December this year a final 23 service areas were added to that. This means that today citizens make reportings and applications digitally within many service areas and no longer have to go to a Citizen Service Centre or wait in a telephone queue.

Citizens are increasingly turning to digital solutions. While only 63 percent of all change of address registrations were made digitally in 2012, today it is 88 percent. In other areas with a high volume of transactions, such as application for an EU health insurance card, reporting of annual statements to the Tax Authorities or application for housing benefit, a very high degree of digital self-servicing is seen.

However, there are still areas in which the mandatory self-service solutions are being used less than expected. Often, this is because citizens have difficulty using the specific solutions, or because the target group has proven to be less digital-ready than expected. Public authorities therefore continue to work actively to ensure that digital solutions are user-friendly and that help is at hand for those citizens who need it.

Borger.dk - citizens' portal of public services
Borger.dk provides a single access point to digital public services from all levels of government and to Digital Post. The portal also provides easy-to-understand information about public benefits and services.

In recent years, Borger.dk has seen a large influx of visitors. In 2009, the portal had approximately 4.6 million visitors, while in 2011 numbers reached 10 million. In 2014, a record was set with a total of 27.6 million visitors. The latest satisfaction survey made in November 2015 shows that all of 88 percent of users are satisfied or very satisfied with borger.dk.

Read about mandatory Digital Post

Read about mandatory digital self-service

Read about the citizens' portal borger.dk