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This survey is conducted annually from April to July by CBS. In 2022, nearly 6 thousand people aged 16 years or older took part in the survey.
Government websites include websites of public institutions for e.g. filing tax returns, applying for benefits and subsidies, submitting address changes or making an appointment for a passport or driving license. Websites of public institutions are also considered as government websites, such as websites of energy suppliers, healthcare or educational institutions, or libraries.

e-Government usage, 2022
Total usage 90
Make an appointment or reservation 71
Search for information or advice 67
Receive official documents 67
View personal data 65
Download forms 64
Tax return via Internet 54
Look up information in registers 30
Request official documents 19
Apply for benefits or subsidies 17
Other requests or complaints 17

Netherlands among top 3 EU countries with highest
e-Government usage

In 2022, the Netherlands was among the top 3 EU countries with the highest percentage of inhabitants aged 16 to 74 using e-Government. Only Denmark and Sweden had a higher share. e-Government usage was lowest in Romania and Bulgaria. The EU average in 2022 was 68 percent.

e-Government usage in EU, 2022
Denmark 97
Sweden 95
Netherlands 93
Finland 93
Cyprus 90
Luxembourg 89
Estonia 86
Ireland 84
Belgium 83
France 83
Spain 80
Czechia 79
Malta 76
Austria 74
Slovakia 74
Lithuania 74
Slovenia 73
Hungary 73
Latvia 71
Portugal 69
EU-average 68
Greece 68
Italy 66
Croatia 57
Poland 55
Germany 51
Bulgaria 26
Romania 21
Source: CBS, Eurostat

Use of government websites highest among 25- to 64-year-olds

The vast majority of 25- to 64-year-olds, 94 percent, made use of a government website in 2022. Young people between the ages of 16 and 24 were slightly less likely to do so, at 91 percent, as were older people aged 65 to 74, namely 87 percent. People of 75 and over made the least use of government websites, namely 63 percent.

e-Government usage by age, 2022
16-24 yrs 91
25-34 yrs 95
35-44 yrs 95
45-54 yrs 94
55-64 yrs 93
65-74 yrs 87
75 yrs and over 63

Of those with a higher vocational (HBO) or university degree, 97 percent made use of a government website in 2022. Among those with at most a vocational school diploma, this was 78 percent. Men were slightly more likely to make use of e-Government than women, namely 91 versus 88 percent.

Over 4 in 10 users experience issues

Of those who made use of e-Government in 2022, 42 percent experienced issues. Technical problems while using a government website or app, such as the website becoming unresponsive or the app functioning slowly, was the most frequently mentioned complaint, namely 27 percent. In second and third place, user-unfriendliness of the website or use of difficult words, 17 percent were mentioned, and the use of the electronic signature or electronic ID, such as DigiD, namely 16 percent. Twelve percent of the users indicated that the website or service was not compatible with mobile phones or tablets. Issues with online payment or other issues were mentioned by 7 and 6 percent respectively.

Experienced issues when using e-Government, 2022
Total 42
Technical issues 27
User-unfriendly 17
Issues with
electronic signature
16
Not compatible with
mobile phone/tablet
12
Payment issues 7
Other issue 6

Source of original article: Statistics Netherlands (CBS) (www.cbs.nl).
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