Why so many people give up on Germany's digital bureaucracy
Attempts to complete government tasks online in Germany often end in frustration, with new research showing that up to nine in ten users abandon digital applications before reaching the end. The challenges affect not just newcomers but also German residents familiar with technology and online services.
According to findings from NExT, an interdepartmental network of digital experts from federal ministries founded in 2018 to advance public sector digital transformation, the primary obstacle is not the government forms themselves but the identification systems required to access them. Services requiring online identification through systems like BundID and AusweisApp show abandonment rates of 70 to 90 percent.
The broader picture appears equally concerning. According to the Bitkom DESI Index 2026, Germany ranked 17th overall among 27 EU member states with 51.1 points, declining from 14th place the previous year. While Denmark leads with 76.4 points, followed by Finland and the Netherlands, Germany particularly struggles in digital public administration, where it ranks 22nd out of 27 countries.
Usage figures reflect these difficulties. Only 69.6 percent of internet users in Germany use digital government services, compared to the EU average of 76.0 percent. Pre-filled online forms in Germany score just 52.0 points against an EU average of 75.9 points.
The identification bottleneck
BundID, now integrated in more than 75 online services and used by several million people across Germany, has become central to accessing government services. Eight federal states including Berlin, Brandenburg, Hesse, Lower Saxony, North Rhine-Westphalia, Rhineland-Palatinate, Saxony-Anhalt and Thuringia are migrating from their own systems to BundID.
The platform offers different security levels: a basic level with username and password, a substantial level using ELSTER certificates or European eID, and the highest level requiring the eID function of a German national ID card or electronic residence permit. Users can start with lower levels and upgrade later, but this tiered structure adds complexity.
AusweisApp, the software needed to use the eID function with BundID, has been developed since 2014 by Bremen-based company Governikus on behalf of the German Federal Office for Information Security, which regularly reviews and certifies its security. Despite this official backing and decade-long development, technical problems persist, particularly when users attempt to read ID cards using smartphone NFC technology.
Research examining online vehicle registration found that roughly 85 percent of users who reached the BundID stage failed to complete their application. In another study on digital filing of legal claims, only two of six participants managed to set up a BundID account within an hour, even with the necessary technology and PINs available.
Why users give up
The studies identified several recurring problems. Many users only discover they need digital identification after starting an application. They then find themselves redirected to another website with little explanation of what is happening or how to return to the original service.
The process often requires switching between multiple websites, apps and devices. Participants frequently described feeling overwhelmed by the volume of information presented, with long explanations, unfamiliar terminology and complex instructions adding confusion rather than clarity.
Structural barriers for international residents
For people living in Germany from abroad, the challenges multiply. The research identified structural exclusion as a significant issue. Digital services assume users possess the right identity documents, an NFC-enabled smartphone and sufficient familiarity with German digital ID systems to navigate complicated verification processes.
Those lacking these prerequisites can find themselves completely locked out of services. When even users with correct documents, suitable devices and necessary PINs abandon applications in large numbers, international residents face considerably higher barriers.
Investment versus results
Germany's struggles appear particularly striking given the scale of investment. The national roadmap for digital transformation contains 50 measures with a total budget of 102.1 billion euros, of which 46.8 billion euros comes from public budgets, equivalent to 1.09 percent of GDP. However, 66 percent of these measures are set to expire by the end of 2026.
Public demand for better digital services exists. According to a 2026 Digital Decade Eurobarometer survey, 84 percent of Germans consider digital policy a high EU priority, with 93 percent supporting stronger online protection for children and 93 percent citing protecting online privacy and security as top priorities for the coming decade.
Yet Germany's digital infrastructure also lags behind. Fiber optic coverage to buildings increased from 36.8 percent in 2024 to 43.98 percent in 2025, but remains far below the EU average of 74.13 percent, placing Germany second to last in Europe-wide comparison for this metric.
Recommended changes
The NExT researchers argue that Germany has been measuring success incorrectly. Rather than counting whether services exist online, the focus should be whether people can actually complete tasks without abandoning them halfway through.
Proposed solutions include simpler language, better support, fewer redirects between systems and improved integration between the various platforms users currently must navigate. The researchers also suggest temporarily allowing alternative identification methods where they improve completion rates.
This approach aligns with broader European trends. According to the 2026 eGovernment Benchmark report, digital public services for citizens across the EU stand at 84.6 out of 100, with growth characterized by slow and steady progress compared to the significant improvements seen during the pandemic.
The central message from researchers is straightforward: Germany needs to shift focus from simply putting services online to ensuring people can actually use them from start to finish.
