The attachment is a page from the annual report by a national ombudsman produced for politicians who use the stats in policy making. The ombudsman accepts complaints online and also by analog means. The annual report considers the method of complaint submission a “key figure”.
This report shows 77% of submissions to be electronic. It indicates the digital platform is a “success”, to some extent. I’m not sure what their goal or expectation is, but there is certainly no shame or defeat in that figure. They are likely patting themselves on the back.
When a platform is enshitified, we need that metric to reflect failure. Suppose hypothetically their goal is 90% digital. They will investigate why 23% of complainants are submitting paper, calling, or appearing in person. Suppose such investigation were to find:
- 14% lack digital literacy
- 6% have no easy access to the Internet
- 3% other (e.g. refusal of enshitified platforms)
(^fabricated sample figures) They will ignore the 3% because it’s too small to help reach their goal. They will work on improving public access to the Internet (via libraries). They will recruit digitally competent people to help the elderly (and in fact they just started this… called the “digital buddy program”).
In any case, if you dance for them and navigate their hurdles to submit an electronic form, whether you like it or not your submission sends a clear signal that the digital platform is a success. You therefore serve as an enabler.
Complaining despite being an enabler is generally insufficient. See part 2 of 3.