Please hold, the agencies are going digital – service for individuals who cannot or do not want to be digital

The Swedish National Audit Office (Swedish NAO) has audited the ability of 22 government agencies to provide service with good availability and quality for individuals who cannot or do not want to be digital, and how this has changed over the past ten years. The overall conclusion of the audit is that in several cases, the availability of the agencies’ service by phone and physical customer service needs to be improved, as does follow-up of how people who do not use digital channels experience the service offered to them. It is important that the agencies are available and offer satisfactory alternatives to digital service, so that the interests of people who cannot or do not want to be digital can also be met in their contact with government agencies.