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Digital Barometer: Inequalities persist in the use of paperless public services

Published on 28 November 2016
Update on 26 September 2022
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Summary

According to the latest edition of the Digital Barometer, 2016 marked a turning point in the use of the Internet for administrative and tax procedures: it recorded a clear increase, from 53% adoption by the French in 2015 to 62% in 2016. 90% of users of dematerialized public services found these procedures rather easy. The feeling of ease dominates in all groups of users, with some nuances however. Indeed, structural obstacles remain. The divide between non-graduates and graduates is the strongest, with a two-to-one ratio. 16% of those not connected cite cost as a problem.

The proportion of low-income French people who have carried out administrative procedures on the Internet has stagnated, marking a clear drop-off compared to other categories of the population. 77% of high-income people have carried out procedures online, compared to only 54% of low-income people.

There has been a very significant increase in the proportion of individuals who have carried out administrative procedures online in rural areas (+15%), marking the strongest increase with the Parisian agglomeration between 2014 and 2016. However, the latter remains 10 points below the Paris conurbation but has caught up with, and in some cases even surpassed, the other urban areas.

This gap is also found in the importance given to the Internet to feel integrated in our society: 72% of the inhabitants of the Parisian agglomeration against 65% of those of the rural communes in spite of a much more sustained progression. Having access to the Internet is today a condition of integration in our society for an ever increasing majority of French people. It is thus necessary to take care not to see emerging new territorial fractures: if 30% of the Parisians are anxious at the idea of having to carry out their steps on line, 43% of the French residing in rural areas are it.

Concern is not only a function of economic and geographic variables. 21% of 18-24 year olds say they are quite worried about having to do most of their administrative and tax procedures on the Internet. This is more than the 25-39 year olds (16%) and as many as the 40-59 year olds! 19% of the 18-24 year olds say they have a problem with the computer and 31% have a problem with data security (the age group that places the most importance on this issue).

It is interesting to note the very different uses of 18-24 year olds with the other age groups. We note a predominance of instant messaging and social networks, as opposed to uses that mobilize skills more related to online administrative procedures, such as consulting websites or email. The importance of digital mediation is also verified for this part of the population for whom having access to the Internet is the most important to feel integrated (74%).

Equipment does not make people happy: if the rate of equipment in France has been increasing for several years, support and prolonged practice have a virtuous effect on the appropriation of digital uses by citizens. It is worth noting that the longer people have been equipped with Internet access, the less worried they are about electronic public services. The barometer shows that ease of use of these services does not erase all concerns. Moreover, for those who do not yet use them, there is still a high symbolic entry cost. The two main reasons for concern are related to usage: 31% on the lack of comfort with computers, 27% on the security of personal data. As for the French who are not connected, 54% declare that they are not interested in an Internet access.

  • 16% of French people do not feel able to do things online
  • 40% of French people are worried about doing things online
  • 28% of French people would like to be accompanied in local places
Thus, the response of the public authorities is to develop digital mediation for the acculturation of citizens to these new practices.

Digital Barometer: Inequalities persist in the use of paperless public services

According to the latest edition of the Digital Barometer, 2016 marked a turning point in the use of the Internet for administrative and tax procedures: it recorded a clear increase, from 53% adoption by the French in 2015 to 62% in 2016. 90% of users of dematerialized public services found these procedures rather easy. The feeling of ease dominates in all groups of users, with some nuances however. Indeed, structural obstacles remain. The divide between non-graduates and graduates is the strongest, with a two-to-one ratio. 16% of those not connected cite cost as a problem.

The proportion of low-income French people who have carried out administrative procedures on the Internet has stagnated, marking a clear drop-off compared to other categories of the population. 77% of high-income people have carried out procedures online, compared to only 54% of low-income people.

There has been a very significant increase in the proportion of individuals who have carried out administrative procedures online in rural areas (+15%), marking the strongest increase with the Parisian agglomeration between 2014 and 2016. However, the latter remains 10 points below the Paris conurbation but has caught up with, and in some cases even surpassed, the other urban areas.

This gap is also found in the importance given to the Internet to feel integrated in our society: 72% of the inhabitants of the Parisian agglomeration against 65% of those of the rural communes in spite of a much more sustained progression. Having access to the Internet is today a condition of integration in our society for an ever increasing majority of French people. It is thus necessary to take care not to see emerging new territorial fractures: if 30% of the Parisians are anxious at the idea of having to carry out their steps on line, 43% of the French residing in rural areas are it.

Concern is not only a function of economic and geographic variables. 21% of 18-24 year olds say they are quite worried about having to do most of their administrative and tax procedures on the Internet. This is more than the 25-39 year olds (16%) and as many as the 40-59 year olds! 19% of the 18-24 year olds say they have a problem with the computer and 31% have a problem with data security (the age group that places the most importance on this issue).

It is interesting to note the very different uses of 18-24 year olds with the other age groups. We note a predominance of instant messaging and social networks, as opposed to uses that mobilize skills more related to online administrative procedures, such as consulting websites or email. The importance of digital mediation is also verified for this part of the population for whom having access to the Internet is the most important to feel integrated (74%).

Equipment does not make people happy: if the rate of equipment in France has been increasing for several years, support and prolonged practice have a virtuous effect on the appropriation of digital uses by citizens. It is worth noting that the longer people have been equipped with Internet access, the less worried they are about electronic public services. The barometer shows that ease of use of these services does not erase all concerns. Moreover, for those who do not yet use them, there is still a high symbolic entry cost. The two main reasons for concern are related to usage: 31% on the lack of comfort with computers, 27% on the security of personal data. As for the French who are not connected, 54% declare that they are not interested in an Internet access.

  • 16% of French people do not feel able to do things online
  • 40% of French people are worried about doing things online
  • 28% of French people would like to be accompanied in local places
Thus, the response of the public authorities is to develop digital mediation for the acculturation of citizens to these new practices.

Labo Société Numérique

Labo République Française Agence nationale de cohésion des territoires
Digital Barometer: Inequalities persist in the use of paperless public services