Understanding e-administration
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In this course, you will learn: |
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How to access and use national digital portals for taxes, pensions, and identity; | |||
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How to set up and use your digital ID; | |||
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How to navigate and safely use online government services. | |||
E-administration refers to the use of digital technologies by governments to provide public services to citizens online. It allows people to interact with public institutions—such as tax offices, pension funds, and social security—without the need to visit them physically.
As public services become increasingly digital, it is essential for seniors to develop basic digital skills. Many services—such as tax filing, pension management, and identity document renewal—are now almost only accessible online, with physical service counters becoming less available. E-administration not only simplifies access to essential rights and benefits but also supports greater independence and autonomy in daily life.
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Typical online public services now cover a wide range of essential needs. Income tax filing can be completed entirely online, with most national platforms offering pre-filled forms, calculators, and downloadable receipts. These platforms often include step-by-step guides and the possibility to request assistance by phone or schedule an appointment at a local office. Pension portals allow users to track their contribution history, estimate future pensions, submit retirement applications, and download official attestations. Benefit and subsidy applications, such as for housing, disability, or unemployment, can also be submitted online, often with real-time status updates. Through national health insurance websites, users can access their medical records, download health certificates, track reimbursements, and order or renew their health cards. Finally, renewing identity documents—such as national ID cards or driver’s licenses—is often initiated online by completing a digital form, uploading a photo and relevant documents, and booking an appointment at a designated collection point. These services are increasingly user-friendly and include built-in support to help citizens complete each step confidently. |
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Digital identity and access to services
To use e-administration portals, most countries require a secure digital ID, which enables users to log in safely and sign documents electronically. The process typically involves several steps. First, visit your country's official website for digital identification (e.g., FranceConnect, SPID, Itsme, Profil Zaufany). Second, choose a certified provider (such as a bank, telecom company, or government agency) that will verify your identity. Third, complete the registration process online or in person, which usually requires your national ID number, a valid email address, and a mobile phone number. You may also be asked to provide a photo or scan of your ID card. Fourth, create a secure password and set up additional security (such as a code sent to your phone or authentication app). Finally, once your identity is verified, you can use your digital ID to log in to various government portals—whether to file taxes, check pension details, or renew documents—safely and efficiently. Most systems include a dashboard where you can manage your account and update your personal information if needed.
Most public service portals across Europe are now accessible via computer or smartphone using secure national digital ID systems such as FranceConnect (France), SPID (Italy), Cl@ve (Spain), Profil Zaufany (Poland), Itsme or eID (Belgium). These digital identities enable citizens to log in safely and manage a wide range of essential services as cited above through centralized platforms. Many countries are working toward integrating these services into unified digital portals, making it easier for users to handle multiple administrative tasks from a single account.
| You may encounter several challenges when trying to access digital public services. Common barriers include forgetting passwords, difficulty navigating complex website menus, lack of confidence with technology, or encountering browser compatibility issues. These obstacles can lead to frustration and discourage further use. To overcome these challenges, it’s essential to keep your login information stored securely—either in a safe physical notebook or a trusted digital password manager. If necessary, don’t hesitate to contact official support lines provided by government portals for assistance. Look for the official guide book of the platform you are using (although some platform might not offer them). In many areas, local help centers such as France Services or community digital hubs offer free one-on-one support. Finally, trained community workers, family members, or digital inclusion volunteers can provide ongoing guidance, helping you build confidence and develop the skills needed to navigate digital services independently. |  |
Two Factors authentication and identity protection
Two-Factors Authentication (2FA) is an additional layer of security used to ensure that people trying to gain access to an online account are who they say they are.
Instead of just entering a password, users must also provide a second form of verification, such as:
- A code sent to your phone or email
- A biometric identifier (like a fingerprint or facial recognition)
- A platform generated unique usage code
2FA significantly reduces the risk of identity theft—even if someone knows your password, they cannot access your account without the second factor.
Enabling Two-Factor Authentication (2FA) on public service platforms adds an important layer of security to your online account. The process usually begins when you log into your account on the official government portal using your digital ID. Next, the system will prompt you to set up 2FA, which typically involves linking a mobile phone number or an authentication platform (such as Google Authenticator or a national app like Itsme or SPID). You may be asked to confirm your identity by entering a code sent via SMS or email. Once verified, 2FA will be activated. From then on, each time you log in, you'll need to enter your password and a temporary code sent to your phone, email or generated by the platform. Be sure to follow the step-by-step instructions provided by your national platform, and if needed, seek help from official support or a local digital assistance center.
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To protect yourself from fraud, follow these tips:
If you suspect identity theft or fraud, immediately contact your national digital ID provider or public service support. |
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e-administration enables access to public services online. | |
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You can manage pensions, taxes, benefits, and sign documents digitally. | |
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A digital ID is essential for secure access. | |
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Storing safely your login credentials or enabling the two factors authentication (2FA) are key to successful use. | |
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If encountering any obstacles, use the official support lines, local help centres, trained community workers or a trusted person/friend/ family member.
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