BCG Study: Austrians only moderately satisfied with digital administration

Use and Quality of Online Offerings

One key finding concerns the quality of offerings: in Austria, only 40 percent of respondents reported using the digital services provided by the public sector without any problems. This is slightly below the global average of 42 percent. The study's authors see clear room for improvement for the administration in this regard.

A comparison with private providers is also unfavorable: only 23 percent rated digital government services as better than private digital offerings, such as those from major companies like Google or Amazon. The decline is attributed, for example, to a lack of user-friendliness, technical errors, and rising expectations increasingly shaped by private providers.

Internationally, satisfaction with digital administration services has fallen from 79 percent to 66 percent over ten years. According to the study, this trend does not affect Austria in isolation but reflects a broader development in the countries examined. Those responsible for the study attribute the development, among other things, to rising user expectations shaped by commercial online services.

Artificial Intelligence in Administration

On the topic of artificial intelligence in administration, there is a fundamental openness. The fact that 70 percent have a neutral to positive attitude toward AI in the public sector corresponds to the global average according to the study and shows growing acceptance. However, 65 percent want human oversight for complex decisions while accepting AI for simple tasks.

The authors see indications in the findings that digital government offerings will need to be more strongly aligned with user-friendliness and stability in the future. Simply providing online forms is no longer enough to keep pace with private digital offerings, according to the study. Clear escalation paths for technical problems and user-oriented testing are also called for.

Recommendations from the Study Authors

Overall, those responsible for the study classify the Austrian results as "mostly in line with the global average." According to this, Austria does not stand out significantly from the international average either in frequency of use or in satisfaction. What remains striking, however, is the high share of those who encounter difficulties with government apps and online services in their everyday lives.

For the coming years, the authors expect continued pressure to adapt, as private individuals orient themselves toward fast, smooth processes. The study recommends that administrations invest more in user-centered design and technical reliability in order to regain lost trust.

The next edition of the "Digital Government Citizen Survey" is planned by BCG in two years. By then, it should become apparent whether recent investments in digital administration offerings – such as modern government apps and central online platforms – can measurably improve satisfaction in Austria and beyond.