IT architectures for user orientation and measurable service quality of local eo-government services


IT architecture concepts for e-government services have become highly relevant with the digitalization of the public sector.

Project description

Apart from reducing complexity and implementing modularity, current efforts are targeted towards concepts that enable a high and measurable degree of service quality. Thanks to the German government Online Access Act (OZG), further opportunities exist to design and utilize individual components of such architectures for federal and state requirements.

Given this starting position, large cities such as Munich, which are not city-states like Berlin and Hamburg, face special challenges. These cities have to sustainably develop/enhance an existing, often historically-grown IT architecture in order to satisfy the aforementioned requirements, while being in a position to flexibly integrate federal or state requirements.

Through the LEA project, fortiss is supporting the city of Munich in its efforts to meet this challenge by relying on its extensive scientific expertise acquired through current and already-completed research projects such as the Federal Information Management (FIM) system. The project focuses on the overall architecture and corresponding components, as well as service quality measurement and improvement.

Scientific support for the City of Munich

Project overview LEA, graphic: fortiss
  • What is a suitable e/oGov architecture?
  • What are the success factors for its introduction?
  • What is measurable service quality?
  • What are measures to increase service quality?
  • What is an architecture component?
  • Who designs / develops / operates it?

Research contribution

IT architecture for user orientation and measurable service quality

Project duration

01.04.2019 – 29.02.2020

 Dian Balta

Your contact

Dian Balta

+49 89 3603522 46

Project partner