| 17 Niels Fenger Parliamentary Ombudsman Digitisation of the public administration offers immense potential. But a number of examples also indicate that insufficiently thought-out IT systems can harm citizens’ legal rights. The Parliamentary Ombudsman will step up his efforts within this field. A woman wanted to help her mother with an application for a technical aid. But the municipality’s digital self-service solution only allowed the mother herself to apply. Consequently, it was not possible to submit applications on behalf of others as laid down in the Public Administration Act (Case No. 2019-11). In another case, the Danish Customs and Tax Administration (SKAT) had put the IT system ‘Én Skattekonto’ (‘One Tax Account’) into operation. However, due to a system malfunction SKAT could not charge interest from businesses for more than two years (Case No. 2019-17). The above cases are only two of many cases about e-government which the Ombudsman investigated in 2019. Both cases indicate that the good intentions behind digital systems can go astray if the systems are not configured correctly. Especially in the case about SKAT, it was most unfortunate that an IT system with such defects was put into operation in the first place. It can happen to everyone that you forget to take applicable law into account. But if the oversight happens in relation to a digital self-service solution, the individual error multiplies into a cascade of errors. Unlike us human beings, digital solutions do not have bad days with inferior performance. If there is a malfunction in a digital solution, it will be repeated every day of the week and every hour and minute of the day. Therefore, digitisation of the public sector will become a special focus area for the Ombudsman institution in the years to come. Great potential for the welfare society These years, the public administration’s case processing is undergoing significant changes due to increased digitisation. Both the public administration’s own working methods as well as meetings between citizens and public administration are affected by digital self-service solutions like www.borger.dk and automated