Up to 90% of users in Germany do not complete online applications requiring identification
In Germany, users often do not complete online applications for public services due to complex digital identification, redirects between services and technical difficulties. According to a study by the public-sector network NExT, the abandonment rate for processes requiring online identification ranges from 70% to 90%, The Local Germany reports.
Digital public administration
In Bitkom’s ranking of 27 EU countries, Germany placed 22nd in digital public administration. At the same time, the country performs better in other indicators: 11th place in digital infrastructure and 11th in digital skills. In the latter criterion, Germany rose by four positions compared with 2025.
To use many public online services, users must undergo identification through systems such as BundID and AusweisApp. This may require moving between several websites, apps and devices, as well as using PIN codes and verifying documents. Researchers noted that completing identification is often a more difficult stage than submitting the application itself.
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Identification and technical barriers
During a study of online vehicle registration, about 85% of users who reached the BundID stage did not complete their application. In another study on the digital filing of legal claims, only two of six participants were able to create a BundID account within an hour, although they had the necessary technology and PIN codes.
Among the typical obstacles, NExT cites situations in which people learn about the need for digital identification only in the middle of the procedure. They are then redirected to another website without a clear explanation of how to return to the original service. Additional difficulties arose when reading identity documents via NFC on smartphones, while lengthy instructions, unfamiliar terms and a large amount of information increased users’ confusion.
The process can be particularly difficult for foreign residents of Germany. NExT drew attention to the problem of structural exclusion: digital services often assume the possession of certain documents, an NFC-enabled smartphone and experience using German electronic identification systems. The study’s authors propose simplifying the language used in services, improving user support, reducing the number of redirects and temporarily allowing alternative identification methods where this would help complete the procedure.
