Digitalisation of public services as the foundation of a modern state
The digitalisation of public services is becoming one of the key areas of development in modern European states. Dynamic globalisation, the mobility of citizens and businesses, and growing expectations regarding the convenience of using public administration services mean that European Union countries treat digitalisation as a strategic priority.
Solutions such as digital identity, electronic document wallets and remote access to services are no longer a novelty — they are becoming the norm.
Poland has been actively participating in this transformation for several years, developing its own ecosystem of digital services and gradually increasing their availability. At the same time, each EU country is building its own path of e-administration development. Comparing Poland with other countries allows us to better understand where we are today in the European digital puzzle.
Poland – a growing digital administration ecosystem
In Poland, the digitisation of public services has accelerated in recent years in a way that is noticeable to both citizens and businesses. This process now encompasses not only individual digital solutions, but an increasingly coherent and comprehensive e-government ecosystem that is gradually changing the way the state functions.
A fundamental element of this transformation is the mObywatel application, which has become the new ‘digital wallet’ for Poles.
Initially, mObywatel was a simple application presenting a few basic documents. Today, it serves as a platform that integrates various public registers and enables secure identity verification, downloading of digital documents, and use of many administrative services without the need to physically visit an office. The ever-expanding catalogue of documents available in the app — from mID cards and mDriving licences, through mVehicles, to professional documents — shows that the application is developing into a solution that may replace the entire set of traditional plastic documents in the future.
Functions related to administrative processes are also being expanded: reporting selected official matters, accessing administrative decisions, downloading certificates and, to an increasing extent, making public payments directly in the application. This development places mObywatel among the most functional government mobile applications in Europe.
The second pillar of the state’s digitalisation is the e-Tax Office, which has completely changed the approach to tax matters. This platform allows citizens and businesses to review their tax returns, manage tax payments, communicate with authorities and use automatic settlements (such as the popular e-PIT). Digitisation in this area has not only reduced the number of visits to offices, but also accelerated the processing of a million tax cases and increased the transparency of taxpayer-administration relations.
The Internet Patient Account (IKP) plays a key role in healthcare. It has become a central place where citizens can manage their medical records: view e-prescriptions and e-referrals, track their treatment history, download data for their children, and manage access rights. Combined with the mandatory digitisation of prescriptions and the increasingly widespread use of telemedicine solutions, the IKP is creating a standard of healthcare that meets the contemporary needs of society.
The entire ecosystem is overseen by login.gov.pl, a common identification gateway that allows users to log in to most public services, both from a computer and an application. This system plays a similar role to European e-ID solutions, such as the Italian SPID or the Dutch DigiD. Thanks to it, access to public services is not only more convenient, but also more consistent and secure, as it is based on uniform authentication standards.
Poland in European digitisation rankings
An assessment of Polish digitalisation requires a look at the latest international reports. European Commission documents under Digital Decade 2024 emphasise that Poland is regularly improving its performance, although it still remains slightly below the EU average in areas such as the general digital skills of the population and the adoption of technology by businesses.
In its report, eGovernment Benchmark Poland notes progress, particularly in the development of mobile services and in increasing their user-friendliness. At the same time, it points out that cross-border services, which are particularly important in the context of the new European digital identity wallet, are an area requiring further work.
The OECD highlights the improvement in the quality of Polish e-government and the development of healthcare services, while emphasising the need to strengthen data interoperability and increase the automation of administrative processes. These trends show that Poland is in the process of catching up rapidly and is increasingly approaching the level of many developed EU countries.
Europe – how are different countries building digital administration?
Although the direction is the same – the digitisation of public services – individual countries have adopted different models of development.
Estonia
Estonia is the most frequently cited example of a country that has fully exploited the potential of digitising public services. Its digital transformation began in the 1990s, and consistent investment in infrastructure, digital education and system interoperability has made Estonia one of the most digitally advanced countries in the world today.
A key role in the Estonian model is played by the mandatory eID card, which is the foundation of digital identification and is used in almost every interaction with the state. It allows citizens to sign documents, log in to public services, manage data in registers, file tax returns, and participate in democratic processes, including online voting in parliamentary and local elections.
However, at the heart of the entire system is X-road, an interoperable communication layer that enables secure data exchange between public and private institutions. Thanks to this architecture, the state does not duplicate data in multiple systems, and government agencies, with the user’s consent, retrieve the necessary information directly from the relevant registers. Citizens do not have to provide the same certificates or documents multiple times — the system simply ‘knows’ where to retrieve the necessary data.
This model not only speeds up administrative processes, but also significantly reduces the costs of running the state. It is estimated that digital solutions allow Estonia to save the equivalent of around 2% of GDP per year, thanks to, among other things, reduced bureaucracy, automation and shorter processing times.
Estonian citizens can complete most formalities in a matter of minutes — from setting up a business, changing their address, registering a vehicle, to accessing health data. Many administrative procedures have been designed to be fully self-service and can be completed at any time, from anywhere in the world.
Importantly, Estonia does not limit digitisation to its citizens alone. As part of the e-Residency programme, it allows people from all over the world to set up companies and conduct business without being physically present in the country. This solution has attracted tens of thousands of entrepreneurs and created a new model for administering business on a global scale.
Denmark
Denmark is one of the countries that was exceptionally early and consistent in its commitment to the digitisation of public services. The result is a system in which digital solutions are not an alternative to traditional channels — they have become the norm in the everyday lives of citizens. Danish public institutions design their processes according to the principle of digital by default, which means that most official matters are handled online as the first and preferred choice.
At the heart of this transformation is MitID, a digital identity system used by almost the entire adult population of the country. MitID replaced the previous NemID system and has become the key to all essential services: banking, health, social, tax and administrative. Users log in with it to both public and private portals, which means that digital identification in Denmark functions in a consistent and uniform manner across the entire market.
Such high adoption rates mean that the digital service channel in Denmark is not so much a convenience as a natural standard. Citizens use it to report changes of address, register their children for nursery school, apply for benefits and settle their taxes. Digital Post, the official digital mailbox, is also very important here. It serves as the primary channel of communication between the state and its citizens. All important information, administrative decisions and reminders about obligations are sent there, eliminating the need to send letters and speeding up communication.
Another key element of Denmark’s digital infrastructure is the borger.dk portal, which is the central point of access to public services. It is a transparent, intuitive platform that combines information and tools from many state institutions. The portal organises content in a way that corresponds to important areas of citizens’ lives: health, taxes, education, work, social care and mobility. This allows users to find the services they are interested in in one place and proceed with them without having to navigate through scattered administration websites.
It is also worth noting that Denmark is a country that has made the use of digital services mandatory for most administrative matters. Of course, there are exceptions for people who are digitally excluded or require support, but the default assumption is simple: if a matter can be dealt with online, that is how it should be done. This approach has brought significant benefits — the administration works faster, documents circulate electronically, and processes are automated and less prone to errors.
The Netherlands
The Netherlands has been consistently developing digital administration for years, and at the heart of this system is DigiD, an electronic identification tool that has become the primary means of logging into public services. DigiD serves as a key to many areas of citizens’ lives: taxes, healthcare, social benefits, education and services provided by municipalities. The system has been designed for maximum simplicity and intuitiveness, which makes its adoption high across the entire population, regardless of age or digital competence.
In recent years, the DigiD mobile application, which enables authentication via smartphone using biometrics, has been gaining in importance. This solution increases security while reducing the time needed to perform many administrative tasks. The Dutch government is focusing on strongly linking digital identity with health services – DigiD is essential for accessing medical records, prescriptions and test results.
The Netherlands is also investing in the development of automation and intelligent data processing in administration. In some sectors, the use of algorithms and data-driven solutions speeds up processes, although the degree of implementation varies from institution to institution. Nevertheless, the country is a leader in testing and implementing new technologies that support e-government and improve the quality of services provided.
The Dutch model is often cited as an example of user-centric government, i.e. administration designed from the user’s perspective. The transparency, intuitiveness and stability of the solutions make the use of public services a natural part of citizens’ everyday lives.
Italy
Italy has built one of the most recognisable digital identification systems in Europe — SPID (Sistema Pubblico di Identità Digitale). This system enables secure login to a wide range of public services, such as taxes, education, healthcare and social benefits, and its use also extends to numerous commercial services, including banking, telecommunications and insurance.
The number of SPID users is growing every year, which demonstrates the high level of public trust in the system and the increasing convenience of using online public administration services. At the same time, Italy is developing the CIE (Carta d’Identità Elettronica) electronic identity card in parallel, giving citizens the choice between different forms of authentication. SPID is becoming an increasingly flexible solution, and its integration with the European digital identity wallet is one of the priorities for the coming years.
One of the advantages of the Italian model is the cooperation between the state and private digital identity service providers. These operators, operating under strictly defined security rules, relieve the administration of some of its technical responsibilities, while increasing the scale and accessibility of the system.
France
Unlike many countries that rely on a single central identification system, France has opted for a federated model, the key element of which is FranceConnect. This platform combines various means of digital identification and allows users to log in to thousands of public services via a single, familiar interface. This allows users to choose their own login method, with the state acting as an integrator and security guarantor.
The second, more advanced layer of the system is FranceConnect+, which offers an increased level of security. It is designed to support services that require strong user identification, such as access to financial documents, tax matters and selected health services.
France is also developing the France Identité project, a modern application that enables the use of a digital version of an identity card. In the coming years, it is to become a fully-fledged electronic identification tool, fully compliant with the European EUDI Wallet standard.
Belgium
Belgium is one of the most interesting examples of digital administration in Europe due to its hybrid model combining public and private solutions. The best-known element of this ecosystem is the itsme app, developed by a consortium of banks and telecommunications operators. Although it was created as a private sector tool, it has been officially recognised by the state as a fully-fledged method of identification in public services.
itsme enables secure login, document signing and transaction authorisation, and its popularity stems from its convenience, ubiquity and high level of trust. Many citizens use it not only in their dealings with the administration, but also in banking and e-commerce. It is one of the most advanced examples of the integration of digital identity with the private sphere.
At the same time, the Belgian government is developing the MyGov.be platform, which is intended to organise digital administration services and provide users with a single, transparent space for dealing with official matters. MyGov.be is gradually being expanded with new features, including document review, an inbox and tools for communicating with the administration.
Finland
Finland is an example of a country that has based the digitisation of public services on the principles of inclusiveness and equal access. The central element of the Finnish system is the Suomi.fi platform, which offers a unified environment for logging in, viewing data and using administrative services. The authentication system is integrated with banking methods, which ensures a high level of security and widespread use.
One of the most distinctive features of the Finnish model is its openness to users from outside the country. Finland has created tools that allow people who do not have a Finnish identification number to log in and use public services. Such solutions are particularly appreciated by foreign workers, students and entrepreneurs operating in Finland.
The state also places great emphasis on digital education and transparency of administrative processes. The Suomi.fi platform not only provides services, but also serves an informational function, guiding users ‘step by step’ through the formalities of living and working in Finland.
Spain
The Spanish Cl@ve system has been designed to respond to different levels of trust and user needs. It is one of the most flexible login models in Europe. The system allows users to choose between simple authentication (e.g. a PIN code), more advanced login via Cl@ve Permanente, and even digital certificates for processes requiring the highest level of security.
Thanks to this flexibility, citizens can tailor their login method to the type of matter they are dealing with — from downloading a basic certificate to submitting tax or health applications. Cl@ve is widely used both at the central administration level and in local services, creating a coherent digital environment covering a significant part of the public sector.
Spain, like other EU countries, is developing its solutions towards full compliance with the European EUDI Wallet standard. The integration of the Cl@ve system with the future European digital identity wallet is expected to further strengthen the interoperability of government services at the international level.
What distinguishes Poland from these models?
Although many European countries have more mature digital administration systems, Poland stands out in several areas. One of the most visible distinguishing features is its strong focus on mobile solutions. While in many countries e-services are still designed primarily as an extension of traditional web portals, Poland has started to build its ecosystem from the mobile application side. This approach responds to the contemporary habits of citizens, who are increasingly using public services on their smartphones. The mObywatel application integrates additional functions and documents in a comprehensible and intuitive way, and its growing popularity proves that this approach meets the real needs of users.
The second characteristic feature of the Polish system is the integration of multiple documents and administrative services into a single application. In models such as SPID, DigiD and Cl@ve, the identification tool is often separated from applications containing documents or providing specific services. In developing mObywatel, Poland has opted for a more coherent solution – users have simultaneous access to documents, basic administrative functions and public payments, which significantly simplifies the use of e-administration. From the citizen’s perspective, this means less fragmentation of services, and for the administration – greater opportunities for process integration.
Another clear advantage for Poland is the accelerated digitisation of the healthcare sector. Mandatory e-prescriptions, the widespread use of e-referrals and the centralisation of medical records in the Internet Patient Account mean that Poland is catching up with the most advanced EU countries in this area. Unlike many countries, where the e-health transformation has been gradual, the Polish system has undergone rapid development in a short period of time, as evidenced by the level of adoption of services by patients and medical entities.
Conclusions for investors – why is the digitisation of public services in Poland so important?
The digitalisation of public services in Poland is not only a convenience for citizens — it is a factor that is increasingly influencing business and investment decisions. The more modern, predictable and automated the administration, the fewer barriers entrepreneurs encounter. In recent years, Poland has taken a significant step in this direction, creating an environment that is conducive to rapid project launch, business scaling and more operationally efficient business management.
This translates into tangible benefits for investors. Digital administrative processes shorten the time to market, speed up the acquisition of necessary documents and reduce the number of formalities requiring physical contact. Automation and centralisation of services reduce the risk of delays and procedural ambiguities, while the growing transparency of public institutions improves the predictability of the regulatory environment.
In practice, the more digital a country is, the more quantifiable and stable the costs of doing business become. For investors, both domestic and foreign, this is one of the key elements in assessing the attractiveness of a market. An additional advantage for Poland is its preparation for full integration with the European Digital Identity Wallet (EUDI Wallet). In the coming years, this will open up completely new opportunities for companies operating across borders: uniform identification methods, faster customer verification, easier document signing, and in the future, perhaps full automation of selected business processes in contacts with the administration. This advantage will be particularly important for sectors with high compliance requirements, such as finance, technology, professional services and logistics.
Investors are increasingly paying attention not only to market size and labour costs, but also to a country’s digital maturity. By developing mObywatel, e-Urząd Skarbowy, login.gov.pl and digital health services, Poland is building an ecosystem that strengthens its competitiveness in the Central and Eastern European region. This environment is conducive to companies that value operational efficiency and want to operate in a country where the administration does not slow down processes — but speeds them up.
