navigating bureaucratic processes remains a significant and time-consuming ordeal.. The findings, reported by “Welt am Sonntag” highlight a critical failure in modernization and a growing disconnect between citizen expectations and government delivery.
According to the survey, the average visit to a German government office now consumes a staggering two hours and five minutes. This lengthy duration isn’t primarily attributable to the actual processing time – which, surprisingly, averages only 34 minutes – but rather to a cumbersome combination of travel (51 minutes) and protracted waiting periods (40 minutes). The sheer inefficiency of this process is generating increasing frustration amongst the public.
The survey underscores a wider problem: securing an appointment in the first place is proving difficult for a majority of citizens. A significant 58% of respondents reported experiencing challenges in securing a suitable time slot, effectively creating a barrier to accessing vital public services.
While the overwhelming majority (90%) were able to resolve their issues during their visit, public satisfaction remains lukewarm. Only 46% rated the overall experience positively, with a substantial 43% expressing the belief that their matter could have been handled more effectively online. This sentiment points to a clear preference for digital solutions and a recognition of the antiquated processes currently in place. Interestingly, a small 25% of respondents stated they enjoyed the experience, likely indicating a range of individual circumstances and interactions.
The data has intensified existing criticism surrounding the slow pace of digital transformation within the German public sector. Bitkom president Ralf Wintergerst emphatically stated that “digital interactions with government agencies must become standard in Germany”. He argues that such advancements would not only streamline administrative operations but also liberate citizens from significant time commitments. While the federal government has articulated ambitious modernization goals, Wintergerst cautions that successful implementation hinges on the active participation and commitment of state and local governments.
Compounding the issue, Bitkom reports that as of now, a concerning 288 out of 577 services outlined in the Online Access Act (OZG) remain unavailable online. Wintergerst proposes a centralized approach, urging a move away from individual state and municipality-led solutions toward the nationwide adoption of standardized technologies managed by the federal government. This shift, he argues, is crucial for achieving true digital accessibility and reducing the burden on both citizens and government employees. The survey paints a clear picture: systemic change and a firm commitment to digital infrastructure are urgently needed to alleviate the public’s frustration with Germany’s notoriously bureaucratic processes.
