27.07.2021 – 08:00
Serve immediately
Frankfurt (ots)
- Everyone now has much higher expectations for digital services than before the pandemic.
- The online shopping experience is the benchmark for home office, home school, and digital citizenship services.
- Nine out of ten respondents expect comprehensive digital citizenship services.
According to the core results of a survey by workflow experts ServiceNow and Civey, more than a year after the Covid 19 pandemic, Germany’s expectations for digital products have risen significantly. The online shopping experience and seamless and simple processes are used as benchmarks for digital services such as citizen services. Companies have something to do, because the lack of a positive customer and employee experience can sometimes inhibit people’s acceptance of pandemic-driven digital services (such as home education and home office).
Detlef Krause, Vice President of ServiceNow Europe, Middle East and Africa Center and General Manager of Germany“During the pandemic, people experienced first-hand the services that digitalization can provide them. For a long time, integrated and smooth services have been convincing in online retail—all things can be done with one click. All other offers must now be at the latest To measure this, whether it is civic services, mobile or mixed work, in-company service products, or currently very low-rated homeschooling, companies must meet the expectations of employees and customers for the concept of mixed work, and provide a seamless experience to increase acceptance And become a company of the 21st century.”
Pandemic raises digital expectations
Companies must now adapt to a mixed work environment at the latest. During the Covid-19 pandemic, customers and employees learned about the possibilities of many new technologies. You can now expect the smooth flow and high flexibility you get from popular online shopping, for example, in other areas of life. Therefore, it is not surprising that 60% of Germans have increased expectations for digital services during the Covid 19 pandemic. The 18-29 age group and families with children are particularly demanding. Only 20% of respondents were clearly numerically disappointed by the reality check of digital discounts related to the pandemic. The vast majority of people have clear ideas about how digital services should work and the user experience that can be expected.
Home office: greater potential
The attractiveness and acceptance of the service depends on the experience it provides. In some cases, the expectations of the digital process cannot be met. When asked about their usage behavior in the Covid-19 economy, respondents clearly prefer digitally complex online shopping (52.4%) to newer models such as home office (24.2%). The acceptance of homeschooling lags far behind 4.8%, which may be due to insufficient equipment and lack of digital processes and concepts.
Digital citizenship service: does not work, does not exist
The Covid-19 vaccination campaign brings many citizens closer to the possibilities and advantages of digital citizen services, and can be an example of the use of other digital services. On average, one-third (35.6%) of people want to use digital citizenship services in the future. However, if you distinguish according to age groups, there are also big differences here. Young people have convinced them: 80.2% of students hope to use digital citizenship services more frequently in the future. The trainee is 60%. This is also a clear motivation for cities and municipalities to further improve their offerings to be particularly attractive to the younger generation.
When asked about personal services for citizens, about 67% of the respondents answered that they would like to digitally apply for ID card, vehicle registration, residence or passport registration or re-registration in the future. The leader here is the ID card application. 80% of students hope to complete this work digitally in the future. Among people aged 30 to 39, this proportion is even as high as 88.9%.
Mixed daily life without friction loss
Daily life is a comprehensive and smooth mixing process-these are the Germans’ current expectations of companies and organizations in the private and public sectors. “From working at home or studying at home, to online shopping, to digital citizenship services, Germans want to adopt a hybrid approach and be able to flexibly decide whether to take advantage of online and offline offers — and all of this will not cause frictional losses,” explained Say frills. “Future work is no longer limited to specific locations, as we have been told in the past few months. Disconnected teams, silo systems, and manual processes are a thing of the past. We are now in the middle of a workflow revolution in the midst of a hybrid world. Pave the way.”
investigation method
The survey was conducted by Civey on behalf of ServiceNow in April 2021. More than 2,500 people from Germany 18 years and older participated in the survey.
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Original content: ServiceNow, forwarded by news aktuell
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