74% of the population uses e-services is motivated by the possibility to save time / day



Raising citizens' awareness of the possibility to receive services electronically

The data from last year's survey compared with those of this year are still the most aware of the possibilities for submitting annual tax returns and requests for arrears of tax refunds electronically, the use of the electronic declaration system (EDS). and an authorization to participate in road traffic.

At the same time, more than a fifth or 21 percentage points have increased the number of people aware of the possibility to submit an application electronically for the issue of a personal identification document and 17 percentage points for sickness benefits. Similarly, with 16 percentage points, a greater awareness of the unemployment benefit and the electronic application for retirement pension, while information on electronic applications for receiving maternity and childbirth allowances increased by 14 and 12 percentage points respectively.

The main reason for using e-services is time saving

Stating the main reasons why people choose to use e-services electronically is the most stressed time saved (74% of respondents stressed this). Mobility is also being evaluated – there is no need to go specifically to the institution, as well as the ability to receive the service at any place and time.

Respondents use different information sources to find information that is important to them. The most frequently used information on the internet is via search engines and in consultation with others. In comparison with last year, residents have searched this year more often for information in the unified service portal Latvija.lv, which grew by 18 percentage points to 54%. In addition to important sources of information, their positions are kept by various internet seekers, telephone communication and the website of the institution concerned.

In the future they want to receive more services electronically

In comparison with 2017, the number of respondents (21%) who wanted to receive on-site services declined by 5 percentage points, but more than 2/3 of the population – 68% – would prefer to receive electronic services in the future, which is 4 percentage points more than last year. There is a tendency to increase the number of electronically acclaimed services this year, which was relatively rare last year. The biggest increase is the application for sickness benefit – 33 percentage points, for a quarter or 24 percentage points the number of electronic applications for family benefits has increased, and by 21 percentage points – for the application of parental benefits for e-services.

Analysis of the answers of respondents who have used e-services in the past three years would like to do so in the future. Significantly, the electronic application for the European health insurance card (currently 41%, but 76% of the population would like electronic contact in the future) could increase.

"The number of users of e-services and the understanding of the benefits of the digital environment continue to grow in Latvia, but there is also a public that still does not use e-services because of a lack of digital skills or knowledge about them. My Latvia.lv. Do digital! Digital agents are being prepared everywhere in Latvia, who will be able to help people who want to use e-services to solve different life situations and provide practical help, "says Kaspars Gerhards (NA), Minister for Environmental Protection and Regional Development.

The research was carried out by the research company SIA Jaunrades laboratorija and the research and consultancy bureau Kantar TNS, which took place from 23 April to 29 May 2018, a total of 1004 inhabitants of Latvia.


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