Digitale Verwaltung folgt in Deutschland keiner einheitlichen Logik. Nutzer:innen müssen sich in Online-Anträge oft extra einarbeiten, um den Aufbau und die Funktionsweise zu verstehen. „Die Bedienung von Online-Diensten ist höchst verschieden, die Oberflächen sehen im bundesweiten Vergleich unterschiedlich aus, Klickpfade sind teilweise verwirrend, die Sprache ist nicht einheitlich oder unverständlich“, kritisiert Robin Pfaff.
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