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For the fifth consecutive year, Sopra Steria Next has published its barometer* on the digitalisation of public services and its perception among European citizens, in partnership with IPSOS:

  • While 75% of Europeans surveyed believe that public services are increasingly digitalised, only 62% of them believe that they are increasingly easy to use.
  • The French confirm their confidence in the Government’s ability to develop digital public services (44%). This is much more optimistic than their neighbours in Germany (10%), UK (19%), Norway (29%), or even Spain (38%).
  • As part of this digitalisation, European citizens favour local support provided by a universal agent (71% in France, 78% in the United Kingdom, 64% in Spain) rather than having to travel to meet with a specialist.
  • Ultimately, data protection remains a key issue, with 67% of European citizens surveyed fearing that someone else might have access to their personal data.

The transformation of public services is still very heterogeneous. In Europe, it is necessary to meet the new expectations of citizens while guaranteeing the digital inclusion of all users. The barometer also reveals a disparity in services, between the expectations of citizens and the services they consider to be the most advanced.


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Discover our Digital Gov’Barometer 2019