85% viewing the cadastral map of properties 24% submitting a request for a copy of one’s criminal record 24% information on driver’s demerit points

10% request for family allowance, child allowance, maternity payment, funeral allowance 10% requesting a confirmation that a individual person has of no outstanding debts 5% request for financial assistance during motherhood, fatherhood 3% request for subsistence allowance, housing supplement, emergency assistance In the context of online services, respondents criticize imperfect digitalization , whichrequiresvisitingthegovernmentoffices inpersonanyway(37%of respondents). The following is a summary of the issues raised by respondents who use online services: 37% The services offered are not fully digitalized. 19% The services offered are confusing and complicated. 18% I can’t manage on the portal. 17% Logging in to the system is complicated. 16% I am concerned about personal data security. 15% Online services are not available for mobile phones. 12% The forms are confusing. The opinions of those who do not currently use online services provided by the state are also worth considering: 62% I haven‘t needed to deal with anything like that yet, but I want to use online services in the future. 23% I do not know the online services offered by the state. I do not know about them.

23% I prefer to handle the services in person at the offices. 11% I am concerned about the personal data security. 8%

I perceive the online services offered by the state as inadequate/low-quality.

6% 2%

I am discouraged by other people’s experiences.

I can‘t work with the internet. I don‘t have the necessary ICT skills. We also focused on the use of online services at the municipal level . A qualified majority of the Internet population (62% of respondents) mention that they visit the websites of the municipality in which they live at least occasionally. This is most often the case in municipalities with less than 20,000 inhabitants – at least 66% of respondents; on the contrary, in cities with more than 90,000 inhabitants it is only 50% of respondents. It is interesting to focus on this question from the point of view of the age spectrum, when the use of the municipality’s website increases with the age of the respondents (44% of respondents aged 18–29, or 72% of respondents aged 60+).


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