A ServiceNow survey shows that the pandemic sets new standards-expectations for digitalization have risen significantly

• 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.

Frankfurt, July 27, 2021 -According to the core results of a survey conducted 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 the benchmark for digital services such as citizen services. F.o The company has something to do because of the lack of active customers and employeesExperience sometimes inhibits people from accepting digital services driven by the pandemic, such as homeschooling and working from home.

Detlef Krause, Vice President of ServiceNow Europe, Middle East and Africa Center and General Manager of Germany“During the pandemic, people experienced firsthand what digitalization can provide them. For a long time, integrated and smooth services have been convincing in online retail-everything is done with one click. All other offers must now be dealt with at the latest This is measured, whether it is about civic services, mobile or mixed work, in-company service offers, or currently extremely low-rated family education. Companies must meet the expectations of employees and customers for the concept of mixed work and provide a seamless experience to increase acceptance And treat 21st century companies fairly.”

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, there are also important differences here, depending on the age group. Young people have persuaded 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 hope to apply digitally for registration or re-registration of ID cards, vehicle registration, residence or passport. The leader here is the ID card application. 80% of students hope to complete this work digitally in the future. For people aged 30 to 39, this proportion even reaches 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 home office or home school, to online shopping, to digital citizenship services, the Germans hope to adopt a hybrid approach and be able to flexibly decide whether to take advantage of online and offline offers-all of which are without friction,” Freer explained road. “Future work is no longer limited to specific locations, as we have told us in the past few months. Unconnected teams, silos and manual processes are a thing of the past. We are in the midst of a workflow revolution that paves the way for a hybrid world .”

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.

About current service

ServiceNow (NYSE: NOW) has created a world with less work. Our cloud-based platform and related solutions provide an excellent user experience through digital workflows so that employees and companies can work more efficiently. For more information, please visit: https://www.servicenow.de/

© 2021 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now and other ServiceNow logos are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names and logos may be the trademarks of the respective companies with which they are associated.

Media contact

Serve immediately

Johanna Fritz

+ 49 (0) 173 753 17 00

[email protected]

Eloquence public relations

Svenja Op gen Oorth / Ina Rohe

Emil-Riedel-Str. 18-80538 Munich

+49 89 242 038 0

[email protected]