2024-05-10 09:45:45
After the Covid-19 health crisis, an acceleration in the digitalization of administrative services was observed to eliminate spatial and temporal barriers and thus open up new opportunities for businesses. This process assumes that businesses, for their part, invest in it and adhere to it in order to be able to adapt more quickly to a constantly changing economic environment.
To strengthen the competitiveness and productivity of its economy and improve its business climate, Tunisia has attached crucial importance to the digitalization of administrative services.
According to an in-depth analysis recently published by the Tunisian Institute of Competitiveness and Qualitative Studies (Itceq), entitled “the digitalization of administrative services: international ranking and perception of business leaders”, “the success of the digitalization of administrative services in Tunisia requires a holistic approach which includes not only technical aspects linked to the interoperability of different information systems, but also actions relating to the establishment of the compulsory nature of online services and the continued simplification of administrative procedures”.
Tunisia in the world Top 50
Although the use of banking and postal services is not obligatory, Tunisian companies are increasingly using these services. The participation rate increased significantly, from 63% in 2020 to 74% in 2022, marking growth of more than 10%.
A more in-depth analysis of the results according to the sector of activity and the size of the company reveals that “those operating in the service sector are the most fervent users of these services (80% once morest 69% for industry). Additionally, it is interesting to note that large businesses appear to benefit more from these services (81%) than their smaller counterparts, with respective rates of 74% for small businesses and 72% for large businesses. medium sized”.
Regarding the level of satisfaction of companies with these services, the results of the 2022 survey indicate that 92% of business leaders are satisfied with them, regardless of the size of the company or its sector of activity.
This satisfaction of business leaders is aligned with the global recognition of Tunisian postal services, illustrated by the first e-business prize won by the Tunisian Post for its D17 mobile application during the world summit on the information society ITU SMSI 2022 in Geneva, as well as its election as best mobile application of the year 2019 at the Tunisia Digital Awards.
Furthermore, the Integrated Postal Development Index (2IDP) of the Universal Postal Union (UPU), a composite index offering an overview of postal development in the world, positions Tunisia in the Top 50 worldwide and at the top of the countries Arabs since 2018.
Strengthening inclusion financial
At the same time, Tunisian banks have also made progress in their quest for digitalization. In 2020, the creation of the regulatory sandbox within the Central Bank of Tunisia opened the way for new fintechs to test various financial products.
This step was followed by the launch of the first mobile payment solution in 2020, aiming to strengthen financial inclusion and generalize digital transactions in the country.
The strengthening of digital services offered by banks to their customers has also contributed to the good perception of business leaders.
Regarding businesses expressing dissatisfaction with banking and postal services, the survey results showed that “the need to travel remains the main reason cited (34%), closely followed by complexity IT platforms dedicated to these services, although the percentage has decreased compared to 2020 (27% in 2022 compared to 39% in 2020). These findings underline the importance of continuing to simplify processes and improve online accessibility to meet the diverse needs of Tunisian businesses.
Online payment : 5e most requested service
With a clear increase in the rate of companies having opted for this solution, “online invoice payment has gained importance, positioning itself as the 5e online service most requested by businesses. Although this payment method remains voluntary, more than half of companies (54%) declared having paid their invoices remotely in 2022, with a significant increase compared to 2020 (39%). These online transactions involved various administrations and public services, such as Steg, Sonede, the Technical Agency for Land Transport and others.
Analysis of the results by sector of activity reveals that “companies operating in services (57%) favor online payment of invoices more than those in industry (52%). Likewise, small businesses (55%) adopt this alternative more frequently than medium or large businesses (51%).
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