Un tiers des Français a renoncé à effectuer ses démarches administratives en ligne

Un tiers des Français a renoncé à effectuer ses démarches administratives en ligne

Unsurprisingly, administrative procedures in France are increasingly carried out online. According to a study by Insee, published this Wednesday, May 11, 67% of French people say they have carried out at least one administrative procedure on the Internet in 2021, twice as many as in 2011 (33%). For example, 60% of adults have filed their tax returns online, up from 24% ten years ago.

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Conversely, about a third of the people questioned by INSEE did not carry out any administrative formality using the dedicated portals. Among them, 40% say they have not used the Internet for the whole of 2021. A scenario that mainly concerns seniors: less than a third of people aged 75 or over indicate that they have carried out administrative procedures online.

Dematerialization does not solve all the difficulties

Dematerialization, which is supposed to speed up and facilitate most procedures, generates its own difficulties. According to the study, 32% of adults have already given up pursuing an administrative procedure online. If three quarters of them were able to bring it to fruition in another way (mail, counter, etc.), a quarter definitively gave up trying to bring it to fruition.

“The reasons given (…) are most often blockages or breakdowns of the Internet or the excessive complexity of the procedures to be carried out”, explains the study. Moreover, “a quarter of people who have given up an online process say they have not even tried because of weakness or lack of digital skills”. Significantly, more than one in ten adults say they gave up because they “didn’t get a response from the administration” when he ran into problems.

More general issues

The INSEE study reminds us how much the degree of difficulty with which the French can be confronted varies according to the object of the approach. Thus, among the steps taken, the people concerned by requests for places in crèches or social housing complain that response times are too long.

One out of three French people explains that the difficulties encountered come from a “too complicated administrative procedure”, a reason mentioned in particular for the declaration of income. L’“incompetence of the interlocutor” and “the absence of administrative services nearby (of) residence “ are also cited.

The social situation also plays a role in understanding administrative procedures. The study reports that “the risk of having difficulties is higher for disadvantaged people” due “of the material and social deprivations they face”. Among the poorest categories, 53% of people faced problems in carrying out their administrative procedures.

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More surprisingly, the dematerialization puzzle does not spare young people. The 18 to 29 age group is thus over-represented among people who have encountered administrative difficulties (20% even though they represent only 16% of the population). This is explained in particular by the fact that those under 30 “take more steps”.

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