Covid has high hopes for digitalization

ServiceNow and Civey survey Covid has high hopes for digitalization

According to the core results of a survey conducted by workflow experts ServiceNow and Civey, after using Covid-19 for more than a year, Germany’s expectations for digital products have risen significantly. Now companies need to take action.

“People experienced firsthand everything that digitalization can provide them,” explains Detlef Krause, Vice President and General Manager of ServiceNow Europe, Middle East and Africa Center, Germany. “For a long time, integrated and smooth services have been convincing in online retail-one-click. At the latest, all other offers must be measured, whether it’s about citizen services, mobile or mixed work, or in-company service offers. The current very low score is homeschooling. “For companies, this means that they meet the expectations of employees and customers for adhering to the concept of mixed work, and must provide a seamless “experience.”

Central survey results

The survey shows that in the past year and a half, 60% of Germans have raised their expectations for digital services. The 18-29 age group and families with children are particularly demanding. Only 20% of respondents expressed a clear “digital disillusionment”. On the other hand, most people have clear ideas about how digital services should work and the user experience that can be expected.

Home shopping is more popular than home school

When asked about their usage behavior in the Covid-19 economy, respondents prefer digitally complex online shopping (52.4%) to newer models such as home office (24.2%). The acceptance rate of homeschooling is very low, only 4.8%-this may be due to insufficient equipment and lack of digital processes and concepts.

Future needs: digital citizenship 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%.

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%.

“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 paved the way for a hybrid world In the middle,” Klaus said.

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.

(ID: 47552982)