The image of wandering through the maze of bureaucratic red tape: queuing, printing, scanning, filing and then waiting patiently for one's case to reach the relevant person. Naturally, people want the best customer experience for the tax they pay. The digitization of public services is a major contribution to this, the Budapest-based economic research institute GKI reports.
First and foremost, it is worth highlighting the continuous evolution, to which the new coronavirus epidemic has contributed greatly: the demand for home-based administration has multiplied during this period, while public administrations have also tried to adapt to the changed circumstances. This effort is reflected in the fact that while 49% of public administrations hired IT professionals in 2019, 57% did so by 2023.
At the same time, the quality of both municipal and public administrations' websites has improved at a good pace. Today, 94% of local government websites contain local news and 90% contain customer service information. For public administrations, 99% of websites contain organizational information and contact details and 94% contain customer service information. This is a huge improvement compared to previous years. The biggest room for further development is in the area of full online administration, with 15% of public administrations providing this functionality.
The proportion of Hungarians who have interacted with public administrations online (e.g. visited a website) in the previous year is positive: 82% of Hungarians did so, compared to 75% in the EU (in 2019, the figure was only 67% in Hungary and 60% in the EU).
Although the Hungarian population is more likely than the EU average to consult the websites of public administrations, the possibility of online administration is still less available to our fellow citizens: the European Commission's index measuring this gives the Hungarian public administration a score of 73 out of 100, compared to 79 for the EU average. The gap is even greater when it comes to online services for businesses, with a score of 75 compared to 85 in the EU. We are also seriously lagging behind in terms of the mobile phone compatibility of online services for citizens, where we are last in the EU ranking.
However, Hungary is doing quite well in terms of access to electronic health records, scoring 85 out of 100 on this scale, well above the EU average of 79. It is worth mentioning here the EESZT (Electronic Health Service Space), the development of which has contributed greatly to the positive figures.


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