In the EU, 70 per cent of citizens have used online services of public institutions in 2024

According to Eurostat, in 2024, 70% of EU residents aged 16 to 74 have used online services of public authorities at least once in the last 12 months, an increase of 0.7% compared to 2023 (69.3%). This gradual increase reflects the trend towards digitalisation of public services and increased accessibility of information for citizens.

Denmark (98.5%), the Netherlands (96.0%) and Finland (95.4%) top the list of countries with the highest share of users of e-government services. Luxembourg is also in the lead with 94.8% of users, highlighting the high degree of digitalisation of public services in the country and the ease of use of e-platforms.

At the same time, Romania (25.3%), Bulgaria (31.5%) and Italy (55.1%) show the lowest results in the use of e-government. This is due to lower digital literacy of the population and limited access to the Internet in some regions.

In 2024, users most often searched for information about public services, social benefits, laws and working hours of institutions - 44% of users (+2.4% compared to 2023).

Access to personal information ranked second in popularity (40%, +0.8%).

Downloading or printing official forms was the third most popular service (38.1 per cent), although this was 1.8 per cent less than last year.

Citizens were least likely to use online platforms to file complaints or petitions (5.3%, +0.5%).

Luxembourg demonstrates a high degree of digitalisation of public services, ranking fourth in the EU with 94.8%. This demonstrates a well-developed digital infrastructure, user-friendly interfaces and a high level of digital literacy among the population.

Tax returns, requests for social benefits and official documents remain the most popular services in Luxembourg. The MyGuichet.lu digital platform is actively used by residents of the country, offering a wide range of services and convenient access to personal information.

The increasing use of online services demonstrates the progress in the digitalisation of the public sector in the European Union. The development of e-government promotes transparency of public services, speeds up administrative processes and increases convenience for citizens.

However, the digital divide between EU countries remains a pressing issue. In countries with low utilisation of online services, there is a need to improve digital literacy and access to the internet.