Insee Focus · May 2022 · n° 267

One third of adults have given up on an online administrative procedure in 2021

In 2021, 67% of people aged 18 or more living in metropolitan France said they had carried out at least one administrative procedure online during the last twelve months. This proportion has doubled in ten years. Furthermore, one person in three declared that they had given up at least once during the year, particularly the oldest and the most modest. While three quarters of these people were able to carry out the procedure in another way, one quarter gave up permanently.

Completing an administrative procedure also presented obstacles unrelated to dematerialisation. People mainly mentionned the too long waiting times, the incompetence of the contact person or the complexity of the procedure. Here again, the most disadvantaged people encountered more difficulties, but this was also the case for the youngest, who had to take more steps while being probably more inexperienced than their elders.