INSEE has just published the survey Statistics on Resources and Living Conditions (SRLC) which is part of the European statistical system EU-SILC, whose purpose is "to allow the production of structural indicators on the distribution of income, poverty and exclusion comparable for the countries of the European Union" . Every year since 2004, approximately 12,000 ordinary households residing in metropolitan France (excluding communities, retirement homes, university residences, barracks, etc.) have been questioned about their living conditions. Questions about administrative difficulties were asked for the first time in 2021. The results of this survey are quite similar to those of the Digital Barometer 2021.
Référence :
67% of adults have completed at least one administrative process online
The proportion of people who say they have done at least one thing online with the government in the last 12 months has doubled in ten years, from 33% in 2011 to 67% in 2021.
33% of adults did not use the Internet at all during the year. 40% of these people did not use the Internet at all during the year. For the others, the reasons given to explain the absence of online procedures also show a discomfort with dematerialization: 30% say they prefer to send forms by mail, 26% say they go directly to the office to complete procedures and 24% say they lack the necessary computer skills.
Among all the people who did not take any paperless steps, one in four did seek help to do so, most often from family, friends or neighbors.
32% of adults have given up on an online administrative process
The constraints linked to dematerialization can be a real obstacle and lead the most vulnerable people to give up certain administrative procedures.
Thus, 32% of people aged 18 or over living in metropolitan France declare having given up at least once on an online administrative procedure in the last twelve months (they may have given up on some online procedures but completed others). Three quarters of them were able to carry out these procedures in other ways (by telephone, in person, etc.), but one quarter, or 8% of the total population, gave up permanently.
The reasons given for not taking an online step are most often blockages or breakdowns of the Internet or the complexity of the step to be taken.
A quarter of people who have given up on an online process say they didn't even try because of weakness or lack of digital skills.
While women report giving up at least one online process slightly more frequently (34%, compared to 30% of men), they also more often find other ways to complete these processes and less often give up permanently.
Different difficulties depending on the type of administrative process
The difficulties encountered when dealing with administrative procedures, whether online or offline, can have various causes: lack of time, a distant contact, difficulty in understanding the procedure, lack of information, difficult access to the Internet, etc.
Thus, at the beginning of 2021, 40% of people who said they had encountered difficulties in the last twelve months felt that waiting times were too long.
36% believe they did not get the right person when they applied or felt they were incompetent.
25% noted that there were too many supporting documents to provide.
12% of those experiencing difficulties report not having access to the Internet or being unable to use it, and 12% report a lack of government services near their home.
More frequent difficulties in case of social disadvantage
The risk of having encountered difficulties is higher for disadvantaged people, identified in the survey by the number of material and social deprivations they face.
Thus, while 62% of the population aged 18 years or older reported no deprivation in 2021, 53% of those who encountered difficulties in their administrative procedures are in this case.
11% of the population is in a situation of material and social deprivation, but this is the case for 18% of the people who declared difficulties in their administrative procedures.
Young people aged 18 to 29 are also overrepresented among those who have experienced difficulties: they represent 20% of them, while they are only 16% of the population.
During the first two confinements related to the health crisis, 69% of French people had carried out administrative procedures online
In 2021, 71% of French people have completed an administrative procedure online (+ 5 points compared to 2019);
69% completed administrative procedures online during the first two confinements related to the health crisis;
72% say they are generally competent to carry out administrative procedures online (26% saying they are very competent and 46% fairly competent);
The lack of mastery of online administrative procedures for the youngest is obvious: only 28% of 12-17 year olds think they are competent, although their mastery of digital tools is equivalent to that of the general population;
Although it is spreading throughout the population, online solicitation of the administration continues to be more easily carried out by the most highly educated and advantaged groups: 79% of high-income earners, 82% of executives, 86% of higher education graduates; compared to 70% of low-income earners, 71% of blue-collar workers, 45% of non-graduates;
Among the people who have carried out administrative procedures online, 14% indicate that they have encountered difficulties in carrying them out alone. 9% indicate that they have persevered alone to carry out their requests, 4% have asked for help from someone and 1% have not managed to complete the request via the Internet;
One third of adults have given up, at least once, to carry out an administrative procedure online in 2021
INSEE has just published the survey Statistics on Resources and Living Conditions (SRLC) which is part of the European statistical system EU-SILC, whose purpose is "to allow the production of structural indicators on the distribution of income, poverty and exclusion comparable for the countries of the European Union" . Every year since 2004, approximately 12,000 ordinary households residing in metropolitan France (excluding communities, retirement homes, university residences, barracks, etc.) have been questioned about their living conditions. Questions about administrative difficulties were asked for the first time in 2021. The results of this survey are quite similar to those of the Digital Barometer 2021.
Référence :
67% of adults have completed at least one administrative process online
The proportion of people who say they have done at least one thing online with the government in the last 12 months has doubled in ten years, from 33% in 2011 to 67% in 2021.
33% of adults did not use the Internet at all during the year. 40% of these people did not use the Internet at all during the year. For the others, the reasons given to explain the absence of online procedures also show a discomfort with dematerialization: 30% say they prefer to send forms by mail, 26% say they go directly to the office to complete procedures and 24% say they lack the necessary computer skills.
Among all the people who did not take any paperless steps, one in four did seek help to do so, most often from family, friends or neighbors.
32% of adults have given up on an online administrative process
The constraints linked to dematerialization can be a real obstacle and lead the most vulnerable people to give up certain administrative procedures.
Thus, 32% of people aged 18 or over living in metropolitan France declare having given up at least once on an online administrative procedure in the last twelve months (they may have given up on some online procedures but completed others). Three quarters of them were able to carry out these procedures in other ways (by telephone, in person, etc.), but one quarter, or 8% of the total population, gave up permanently.
The reasons given for not taking an online step are most often blockages or breakdowns of the Internet or the complexity of the step to be taken.
A quarter of people who have given up on an online process say they didn't even try because of weakness or lack of digital skills.
While women report giving up at least one online process slightly more frequently (34%, compared to 30% of men), they also more often find other ways to complete these processes and less often give up permanently.
Different difficulties depending on the type of administrative process
The difficulties encountered when dealing with administrative procedures, whether online or offline, can have various causes: lack of time, a distant contact, difficulty in understanding the procedure, lack of information, difficult access to the Internet, etc.
Thus, at the beginning of 2021, 40% of people who said they had encountered difficulties in the last twelve months felt that waiting times were too long.
36% believe they did not get the right person when they applied or felt they were incompetent.
25% noted that there were too many supporting documents to provide.
12% of those experiencing difficulties report not having access to the Internet or being unable to use it, and 12% report a lack of government services near their home.
More frequent difficulties in case of social disadvantage
The risk of having encountered difficulties is higher for disadvantaged people, identified in the survey by the number of material and social deprivations they face.
Thus, while 62% of the population aged 18 years or older reported no deprivation in 2021, 53% of those who encountered difficulties in their administrative procedures are in this case.
11% of the population is in a situation of material and social deprivation, but this is the case for 18% of the people who declared difficulties in their administrative procedures.
Young people aged 18 to 29 are also overrepresented among those who have experienced difficulties: they represent 20% of them, while they are only 16% of the population.
During the first two confinements related to the health crisis, 69% of French people had carried out administrative procedures online
In 2021, 71% of French people have completed an administrative procedure online (+ 5 points compared to 2019);
69% completed administrative procedures online during the first two confinements related to the health crisis;
72% say they are generally competent to carry out administrative procedures online (26% saying they are very competent and 46% fairly competent);
The lack of mastery of online administrative procedures for the youngest is obvious: only 28% of 12-17 year olds think they are competent, although their mastery of digital tools is equivalent to that of the general population;
Although it is spreading throughout the population, online solicitation of the administration continues to be more easily carried out by the most highly educated and advantaged groups: 79% of high-income earners, 82% of executives, 86% of higher education graduates; compared to 70% of low-income earners, 71% of blue-collar workers, 45% of non-graduates;
Among the people who have carried out administrative procedures online, 14% indicate that they have encountered difficulties in carrying them out alone. 9% indicate that they have persevered alone to carry out their requests, 4% have asked for help from someone and 1% have not managed to complete the request via the Internet;
