A Survey conducted on the use of digital government services in 2020
based on levels of public awareness, use, and user satisfaction

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MAY2021

The 2020 survey on the use of digital government services show that 9 out of 10 Koreans used digital government services in 2020 with most services accessed via an online search.

The most frequently used digital government services were Hometax (86.5%), Gov24 (84.1%), and the National Health Insurance Service (65.9%) out of 27,000 digital government services. With the COVID-19 pandemic, the use of Gov24 has increased by 26.7% from the previous year.

All three indicators, public awareness (95.7%), usage rate (88.9%), and satisfaction rate (98.1%), used to measure digital government service use showed an increase from 2019, maintaining a steady upward trend.

An analysis by age revealed that the adolescents used digital government services most frequently while the highest satisfaction was shown among the users in their 20s. One noteworthy change is that awareness of government services among those in their 60s or older (a group considered to be digitally vulnerable) reached 79 percent, showing an increase of 9.3% compared to 2019.

In 2020, the Korean government actively used its digital government infrastructure to ensure timely responses to citizens’ needs. Some of the examples are rapid provision of COVID-19 relief funds with an online application, prevention and prompt alleviation of mask shortage by making sales data on public mask supply available, etc.

This year, the Korean government will continue its efforts to expand the accessibility of new digital government services (MyData, mobile driver’s license, etc.).

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