Support of digital public services in Switzerland : differences between citizens and civil servants

This study examines factors influencing citizen and civil servant support for digital public services in Switzerland. Using an extended UTAUT framework, the analysis identifies performance expectancy, effort expectancy, digital competencies, organizational transformation, and trust as core predictors. Survey data from 1,000 respondents across three sectors (general population, core public administration, and the broader public sector) reveal that digital competencies and perceived service efficiency are the most consistent drivers. Trust plays a minor role, while collaboration-based organizational change yields mixed effects across contexts. Income and age further shape attitudes toward e-services. The findings underscore the need for tailored digital strategies: while civil servants adopt out of institutional mandate, citizens decide voluntarily, based on usability, perceived benefits, and satisfaction with (digital) local governance.