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73.8% of Spaniards use the Internet for dealings with the Public Administration
Madrid, 26 December 2023
Nota Informativa
- According to this survey on the quality of public services carried out by the CIS, 45.3% of Spaniards assure that they function in a “very or fairly satisfactory” manner.
- 65% consider that public administrations have improved their access through the Internet
- The public services most valued by Spaniards are those related to citizen security: civil protection, police and firefighters
The Sociological Research Center has carried out a survey on the quality of public services, asking about the degree of satisfaction of Spaniards with the functioning of the administrations and their assessment of the tools offered by electronic administration.
61.3% of Spaniards maintain that they regularly talk about issues related to public services provided by the State administrations, autonomous communities and city councils. Regarding its operation, 45.3% of those surveyed believe that it works in a “very or fairly satisfactory” manner; On the contrary, 9.1% say that they do not feel “satisfied at all.”
Top rated public services
Among the public services most valued by Spaniards are those related to citizen security (civil protection, police, firefighters), which are considered “very or fairly satisfactory” by 72.5% of those surveyed. Public transport, with 58.6% and assistance in public hospitals with 53.7% are other services that Spaniards value positively.
Management improvements
When respondents are asked what aspects have improved or worsened in the State administrations, autonomous communities and city councils, 67.8% say that internet access has improved. while 63% say that the time to resolve the procedures has worsened.
Personal experiences with the Administration
The study also asks what the degree of satisfaction is when they have been contacted personally, by telephone or by mail to carry out administrative procedures. 90.7% rate their experience with the services of cultural centers, senior centers and libraries as quite or very satisfactory; 88.4% with the office that issues the DNI and passports and 81.6% with the Post Office.
Certificate, electronic DNI and Cl@ve System
53.4% of Spaniards say they have an electronic certificate and 48% have used it in the last year, with 84.3% of its users being easy or very easy to use. Regarding the cl@ve System, 51% of those surveyed claim to have it and that using it was easy or very easy for 85.3%. Finally, 46.5% of those surveyed claim to have an electronic DNI, although 15% have not activated it.
Advantages and disadvantages
In conclusion, for Spaniards, Electronic Administration has more advantages than disadvantages (62.9%) and they agree or strongly agree that it improves access to information and knowledge of public services (73.2%). However, 86.1% consider that it excludes people with less computer knowledge and skills.
The data from this survey carried out between November 14 and December 1, with a sample of 10,306 interviews, are available to all media and people interested in this website, in the studies section.
Esta información puede ser usada en parte o en su integridad sin necesidad de citar fuentes.
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