Citizens prefer a counter, two thirds have not used an online service

Two-thirds of citizens have never used a digital administrative service, and nearly 60 percent prefer to receive services at the counter rather than online. shows the last survey of public opinion conducted by the Institute for Political Research - Skopje for "Detektor". The IPIS survey was conducted from February 28 to March 3 this year on a representative sample of 1107 respondents.

According to the survey, 58,2 percent of citizens, if they need a certain service, prefer to complete it personally at the counter. Only 33,9 percent say that if they could, they would do the work online.

The research showed that older citizens have more resistance to computers. Among those over 60, only 19,1 percent would complete the service online, while among citizens aged 18 to 50, the percentage of respondents who said they prefer to receive services online is around 44 percent.

According to the educational structure, the research shows that citizens with higher quality education are more likely to turn to online administrative services. So, if 62,1 percent of those surveyed with a higher education stated that they prefer online administrative services, this attitude is shared by only 11,6 percent of those who have not even completed primary education.

The survey shows that over two thirds of citizens have never used an online service in a public institution. While only 26,5 percent stated that they used the online services of state institutions, and even 69,2 percent never tried to get a document or service online.

Those who have used online services, overwhelmingly express satisfaction. As many as 87,4 percent of those surveyed said they were satisfied with the online service they received from state institutions, while only 11,6 percent said they were not satisfied. Most of the citizens or 25,6 percent used online services of the Ministry of Interior. It is followed by the IRS with 10,6 percent and the cadastre with 7,8 percent.

The majority of citizens say that they are not afraid of their personal data that state institutions have, although one third of those surveyed are still skeptical. The percentage of those who believe that their personal data held by the institutions is safe and protected is 44, and 32,1 percent believe that it is not.

In terms of the efficiency of the institutions that offer administrative services, the majority of citizens do not see any difference in the last five years. Of those surveyed, 35 percent believe that today it is neither easier nor more difficult to retrieve a document compared to the conditions of five years ago, 30,3 percent believe that today documents and administrative services are easier to obtain, and 25,7 percent believe that are harder to get.

According to the citizens, the reform in the public administration should not be done through new employments, but through reducing the number of employees and digitalization. This attitude is held by 53,3 percent of those surveyed, while 23,7 percent are of the opinion that the reform in public administration should be aimed at new employment and training.

The comparison with the same question that "Detektor" had four years ago shows that the majority of citizens today insist on reducing the number of employees and digitalization.

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