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Citizen study

In order to meet the current and future needs of Brussels citizens, Easybrussels carried out a study in this respect to determine their expectations and perceptions of administrative simplification in the Brussels Region.

Key messages

The conclusions of the citizen study are in line with the ideas put forward by the Easybrussels steering committee during Easy Lab.

71% of people in Brussels believe that the focus should be on improving communication between the Brussels administrations so that they do not have to fill in the same information continuously.

To meet this need expressed by citizens, the Once Only principle must be an essential point of the 2020-2025 administrative simplification plan.


Public services must continue to offer two ways of accessing administrative procedures –via physical and virtual counters– in order to meet the digital requirements of citizens but also the need for a direct and human service. Although, generally speaking, Brussels citizens are well connected, ready for digitalisation and are not afraid of their data being distributed, 69% would like to see physical counters remain.

Ensuring that there is a human element to digital processes is an integral part of the 2020-2025 administrative simplification plan.

The public service today must continue to evolve to meet citizens’ needs. This means making sure there are adequate resources: freeing up funds, having available human resources, trained resources and clearly establishing the skills of the various actors in charge of digital inclusion.


The number of administrative procedures carried out on average by a citizen in one year. 

The number of channels that a citizen uses on average for getting in touch with an administration.

Four in every ten citizens said that lately administrative formalities were already a little simpler.

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