The online access act, OZG for short, requires federal, state and community government authorities to also offer citizens their services digitally via an online portal by the end of 2022. To accomplish this, 600 services were identified in the OZG catalog, divided into topics and life situations, and then prioritized. The administrative services are being implemented step-by-step in two programs depending on whether a service is being handled at the federal or state level.
Users are the focus from the very start
According to the German Federal Ministry of the Interior, Building and Community (BMI), the focus is always on the users of the services. After all, success is possible only if users accept the administrative portals and gladly use them. That’s not something that can be taken for granted, like this study from 2019 illustrates. While 78 percent of those surveyed want to complete government services online, only every second person is convinced by the existing services such as online forms. The pragmatic approach used so far is obviously not sufficient.
The fact is, digitalization is changing public administration services to an enormous degree and the realignment of the services to make them user-centric calls for more extensive concepts. IBM and fortiss have jointly developed and tested these concepts. The “Readiness Assessment Method for Public Administration Services” relies on a proactive role from the government side, thus taking it a crucial step further than the online form approach used to date.