MOSCOW, 14 May 2024. Russian Public Opinion Research Center (VCIOM) presents the findings of a survey among Russians on digitalization.
Not a day without
Based on the findings of an April survey conducted by VCIOM, Russians are actively using e-services: eight out of ten Russians (81%), to a varying degree, use digital services, including every third who does it on a daily basis (35%), and every fifth, several times a week (21%).
Based on the 2022 findings, Russia was ranked tenth in the rating of public sector digitalization drawn up by World Bank. To calculate GovTech Maturity Index four components were taken into account: the Core Government Systems Index, the Public Service Delivery, the Digital Citizen Engagement and the GovTech Enablers Index. For each of this component Russia made it to a short list of the leading countries, and the GovTech Maturity index reached 0.897 scores out of 1.
Positive dynamic in this area is shaped by vigorous efforts in one of five National Development Goals through 2030. Based on VCIOM’s monitoring study, “Digital Transformation” national Goal is at the top of the list of assessments of effective implementation throughout the entire period of measurement. |
The typical daily user of digital services in Russia has higher or incomplete higher education (45%) and good financial income (44%), lives in one of the capitals or a million-plus city (48% and 51% respectively) and prefers Internet over television (53%).
Among Zoomers and Millennials, two digital generations, the number of those who use e-services vary between 50% and 66%, whereas the overall share of users is within 92-96%. The share of the Thaw generation users (born before 1947) is twice as small (43%), and the share of every day users is just 4% (i.e. below the twofold error limit). Another proof that the oldest Soviet generation struggles to use modern technology is also the fact that they are extremely reluctant to use gadgets: based on a recent VCIOM’s survey only 55% of them possess smartphones (vs. 86% of Russians in general).
For comfort
According to 85% of those who use e-services, over the recent 3-5 years digitalization has influenced their level of comfort in everyday life; a vast majority point out higher standard of living (81%). Every seventh has not noticed any significant changes (14%).
Both younger and older respondents agree that digitalization has made life more comfortable: older generations (Reform generation — 82%, Stagnation generation — 77%) and younger generations (Zoomers — 81%, Younger Millennials — 83%, Older Millennials — 85%). But in terms of the frequency of use answers vary much more: more comfort is noticed by 90% of everyday users and 81-82% of weekly users (several times / once a week); this percentage is 64% among those who use e-services only once a month, and 42% among those who hardly use them (once a year).
Advantages and disadvantages of e-services
Three major advantages of e-services compared to conventional services are: saving time on trips and waiting in lines (53%), opportunity to go shopping / pay bills from home (45%) and a wider range of products and services that can be paid online (38%). Usability and an opportunity to get services available wherever there is connection is also important (28%, each). Every seventh respondent prioritizes an opportunity to contact customer services (14%) quickly and effectively.
Zoomers tend to point out an opportunity to get access to services in any place (43% vs. 28% among total respondents). Advantages such as time-saver and a wide range of products and services are important for those who come from three younger post-Soviet generations – Zoomers (63% and 51% respectively), Younger (65% and 51% respectively) and Older Millennials (60% and 46% respectively). |
Potential problems with data safety are a major disadvantage of using e-services— 46%. Respondents also mention inability to assess the quality of goods/services before buying them and difficulty caused by the absence of internet or poor connection (40%, each); every fifth respondent pointed out difficulty returning the items/money (21%). Fewer Russians are concerned about inability to communicate face-to-face when getting e-services and difficulty learning modern technologies (12%). Anyway, the latter does not pose a problem for millennials (only 3-7% mentioned about it).
Eleven percent of respondents failed to mention advantages, and 12%, to mention disadvantages of e-services (vs 49% and 51% of active TV viewers, respectively). An expectedly high share of the undecided was recorded also among the older generation – those who were born before 1947 (38% and 41% respectively).
VCIOM-Sputnik Russian nationwide telephone survey was conducted 28 April, 2024. A total of 1,600 Russians aged 18+ were surveyed. Survey method: telephone interviews, stratified random sample based on a complete list of mobile phone numbers in use in Russia. The data were weighted for socio-demographic characteristics. The margin of error at a 95% confidence level does not exceed 2.5%. In addition to sampling error, minor changes to the wording of questions and different circumstances arising during the fieldwork can introduce bias into the survey.
Key effectiveness indicators, survey of 28 April, 2024: cooperation rate (CR)* = 0.7166; minimum response rate (MRR)** = 0.0102; response rate (RR)*** = 0.0684. calculations are based on corporate standards: https://profi.wciom.ru/principy_standarty/korporativnyj-standart-po-izmereniyu-rezultativnosti-oprosov-sputnik-vciom/
* CR: the number of complete interviews divided by the sum of: а) complete interviews and b) non-interviews with eligible respondents.
** MRR: the number of complete interviews divided by the sum of: а) complete interviews, b) interrupted interviews after successful screening and c) all the respondents where it is unknown whether they meet the selected criteria or not.
** RR is calculated in the same way as MRR, with the only difference that the number of respondents with unknown eligibility decreases proportional to the percentage of eligible cases in the total number of respondents with identified eligibility or non-eligibility.
How often in your daily life do you use digital services, i.e. online services, various platforms (for example, payment of services, money transfers, purchases, booking a doctor appointment online, et cetera)? (close-ended question, one answer, % of total respondents) | |||||||
Total | Digital generation (2001 and later) | Younger Millennials (1992—2000) | Older Millennials (1982—1991) | Reform generation (1968—1981) | Stagnation generation (1948—1967) | Thaw generation (before 1947) | |
Every day | 35 | 60 | 66 | 50 | 34 | 11 | 4 |
Several times a week | 21 | 20 | 14 | 23 | 28 | 17 | 11 |
Once a week | 10 | 8 | 9 | 9 | 13 | 11 | 4 |
Once a month | 10 | 3 | 4 | 8 | 11 | 14 | 12 |
Everal times a year | 5 | 5 | 3 | 2 | 3 | 7 | 12 |
I don’t use it | 19 | 4 | 3 | 7 | 10 | 39 | 56 |
Don’t know | 0 | 0 | 1 | 1 | 1 | 1 | 1 |
In your opinion, has digitalization influenced the level of everyday comfort over the recent 3-4 years? If yes, in what way? (close-ended question, one answer, % of those who use digital services) | |||||||
Total | Digital generation (2001 and later) | Younger Millennials (1992—2000) | Older Millennials (1982—1991) | Reform generation (1968—1981) | Stagnation generation (1948—1967) | Thaw generation (before 1947) | |
The level of comfort has increased | 81 | 81 | 83 | 85 | 82 | 77 | 54 |
The level of comfort has decreased | 4 | 0 | 5 | 5 | 3 | 4 | 3 |
No significant changes | 14 | 16 | 10 | 9 | 13 | 17 | 37 |
Don’t know | 1 | 3 | 2 | 1 | 2 | 2 | 6 |
What are the main benefits of digital services compared to the traditional ones (without Internet)? I will read out a list of advantages, please choose up to three important advantages. (close-ended question, up to 3 answers, % of total respondents) | |
Total | |
Saving time on trips and waiting in lines | 53 |
Opportunity to purchase online/ pay bills staying at home | 45 |
A wide range of products/services and opportunity to compare prices | 38 |
Opportunity to get services in any place having an access to Internet | 28 |
Usability | 28 |
Opportunity to contact customer services quickly and effectively | 14 |
No benefits | 3 |
Other | 5 |
Don’t know | 11 |
What are the main disadvantages of digital services compared to the traditional ones (without Internet)? I will read out a list of disadvantages, please choose up to three important disadvantages. (close-ended question, up to 3 answers, % of total respondents) | |
Total | |
Potential problems with data security | 46 |
No opportunity to access the quality of goods/services before buying it | 40 |
Difficulties related to the absence of Internet or poor connection | 40 |
Difficulty returning the items/money | 21 |
Less opportunity to communicate face-to-face | 12 |
Difficulty learning to use modern technology, applications, et cetera | 12 |
No disadvantages | 5 |
Other | 5 |
Don’t know | 12 |