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In 2019, half of internet users (50%) Obtained information from websites or apps of public authorities or public services, while 48% Downloaded or printed official forms from their websites or apps. Submitting completed forms online was carried out by six out of every ten (60%) of internet users. Two thirds (66%) of internet users aged 30 to 44 years Submitted completed forms online, compared with just 48% of internet users in the 16 to 29 years age category. See Table 5.1 and Figure 5.1.

Table 5.1 Individuals' contact over the internet with public authorities and public services in the last 12 months, 2018 and 2019

Contact with public authorities and public services20182019
Obtaining information from websites or apps5250
Downloading/printing official forms4348
Submitting completed forms online6060

Of internet users in the 16 to 29 years age group who did not submit any completed official forms online, over three quarters (76%) cited the reason Did not have to submit official forms at all. For 24% of internet users, another person such as a consultant, tax adviser, relative or family member filled it in on their behalf, while one tenth (10%) said that they found the process too complicated and cited Lack of skills or knowledgeSee Table 5.2 and Figure 5.2.

Table 5.2 Individuals who did not submit completed official forms online by their reasons for not doing so, 2018 and 2019

Reasons for not completing official forms online20182019
Did not have to submit official forms at all4649
No such website service available11
Lack of skills or knowledge710
Concerns about protection/ security of personal data86
Another person did it on my behalf2124
Other reason2015

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