The coronavirus crisis has also brought to light the weaknesses and failings of recent years in public administration. The authorities in Switzerland still have a lot of catching up to do, especially when it comes to digitalization. Switzerland has the potential to be an international leader when it comes to digitalization in public administration. However, the legal framework in particular, which stands in the way of digitalization, and an inadequate technical infrastructure prevent the Swiss authorities from making further progress in digitalization.
Lack of digitalization makes working from home difficult for public administration
The proportion of administrative employees who were able to work entirely from home during the coronavirus crisis is below the overall average for all Swiss employees (30 percent) at an average of 25 percent. A comparison of the home office capacity of public administrations with other office-based industries in the private sector, such as information and communication technology (65%) or finance and insurance (50%), shows an even greater discrepancy. In the federal administration, for example, just over a third (33%) of employees could easily work from home. In the cantons (27%) and municipalities (15%), the figure was far lower.
"The general trend towards working from home has already increased in the private sector over the last few years with the introduction of flexible working models," explains Philipp Roth, Head of Public Sector at Deloitte Switzerland. "However, this trend does not yet seem to have really taken hold in the authorities and public administration."
Technical requirements and know-how for virtual working are lacking
Flexible and efficient working from home requires the right resources and technologies. Only 29 percent of the administrative employees surveyed were able to work virtually from home immediately without any technical obstacles. Almost three quarters (71%) struggled with frustration because they had to wait several days or even weeks for technical upgrades or never received them at all.
"Public administrations already have the option of increasingly working virtually from home," explains Roth. "The authorities should make better use of the potential of existing devices and applications that enable virtual working."
"However, the rapid introduction of simple tools and platforms for virtual collaboration and digital exchange must not come at the expense of data security and data protection," says Roth. "Here, too, there are now solutions that enable public authorities to create flexible workplace models," says Roth. However, administrative staff must also undergo further training. "In the age of digital change, training employees and managers is particularly important. Only when administrative staff are familiar with the existing technologies can meaningful digital renewal be driven forward," says Roth.
Approval for more digital services increases due to coronavirus crisis
The survey also shows that the coronavirus crisis has changed the attitude of many citizens towards digital services. Just under a third (31%) of the population have changed their opinion of digital services in a positive way as a result of the coronavirus crisis. Less than one in ten (9%) view new digital services negatively. For the rest, the pandemic has not triggered any change.
"Studies have shown that even before the pandemic, a majority of the Swiss population was ready for more electronic services from the federal government, cantons and municipalities," explains Rolf Brügger, Director for Government & Public Services at Deloitte Switzerland. "The current crisis has further increased this need. If you take the example of the 1.9 million employees who had to register for short-time working compensation, you can see how many of these services are not sufficiently digitalized. There were several so-called media discontinuities in the registration processes. Applicants were therefore unable to submit forms electronically, but had to print them out on paper and send them to the authorities by post," says Brügger.
Majority of administrative employees are in favor of more e-government
A majority of Swiss administrative employees (56%) are in favour of more digitalization in the administration. However, a relatively high proportion of 39% see no additional need for digital processes or services. "It is often due to a lack of IT infrastructure that does not even allow employees to properly use and get to know the benefits of digitalization," says Brügger
Use momentum, remove hurdles
According to the administrative staff surveyed, the current obstacles to digitization are the legal framework (37%), hardware and software (30%) and the physical infrastructure (14%). "Creating the appropriate legal basis is important - for example with electronic signatures," says Brügger. "At the same time, the coronavirus crisis has shown that it is possible to implement changes very quickly. We now need to take advantage of this momentum and invest in digitalization in the long term."
Purchasing more hardware and equipping employees with laptops across the board is quicker than implementing the legal framework. However, this is associated with high costs. "In the short term, it is important to focus on processes and simplify them. This does not require years of developing completely new IT systems: new electronic forms without paper printouts and mailing and a few smart new software tools could significantly reduce the number of existing media disruptions in the process. You don't need to build a new IT landscape, buy any hardware or change any laws to achieve this," emphasizes Brügger.