The Online Access Act (OZG) obliges public administrations to make their services and forms accessible to all citizens via online portals by the end of this year. The procedure has been largely standardized. Nevertheless, the implementation poses a number of hurdles for public offices and authorities. Service processes, work structures and employee requirements are changing almost everywhere. In addition to IT and process know-how, empathy and close professional and personal support are necessary to successfully guide the critical success factor "personnel" on the path to digital administration. TCI has a special expert structure and many years of experience in this particular business area and helps project managers with successful implementation.

"The purpose of the state is the happiness of its citizens." Meiji Tenno, Japanese Emperor(1858-1912)

How the Online Access Act is giving public administrations a boost

As they say so aptly in Germany: "From the cradle to the grave... forms, forms." Whether you're moving house, getting married, becoming a parent or needing a new passport - there's always the annoying Way to the office. Whether driving license office, immigration office or employment office - everyone knows waiting times, annoyed fellow citizens and overworked employees from their own direct experience.

But it could be so easy: A few clicks here and there, check identity, transfer data from last time, add a digital signature and send off. A matter of a few minutes and everything is done - without any waiting or grumbling - from the comfort of your own home. Can this happen in Germany? - Yes, it can!

Online Access Act simplifies the application process for citizens

Administration in Germany is set to go digital. Back in 2017, the German government launched the Online Access Act, which aims to enable "every user to access administrative services with just a few clicks". (Quote: Federal Ministry of the Interior and for Home Affairs (BMI)). Implementation is due to take place by the end of this year, i.e. 2022. However, many offices still have a lot of catching up to do and for those who have not yet started, it is high time to get going.

TCI accompanies public administration on the path to digitalization

At TCI, a number of experts have come together to advise and support public offices, authorities and municipalities on the path to digital administration. We asked Gaby Jennewein, who has many years of experience with this clientele, what support from TCI could look like.

Digital services demand a new look at processes - Interview with Gaby Jennewein

Ines Muskau: Ms. Jennewein, what challenges does the Online Access Act pose for those responsible in the administrative offices?

Gaby Jennewein: The Federal Ministry of the Interior has set up an "IT Planning Council", which has the task of describing the services offered by the public administration and defining standards for the implementation of the Online Access Act. Under the name "Federal Information Management" (FIM), there is extensive training by qualified specialists in which the basics of the three building blocks of services, data fields (forms) and processes are taught. This is intended to ensure that citizens are not confronted with a jungle of differently designed input masks in federalism, and thus in a different way than is currently often the case with paper-based forms.

However, the new digital services also require a complete reconsideration of the service processes and, in some cases, the work structures in the respective organization. Cooperation between specialist departments and IT in terms of comprehensive project portfolio management is often still in its infancy. This is often overlooked or underestimated. In order to be able to model efficient processes, interfaces between the core processes are required, among other things, which allow simple data transfer.

IM: What kind of support can TCI offer to administrative bodies?

GJ: Establishing digital structures requires clear goals and processes based on them. Digital processes are based on a functioning infrastructure and secure orchestration of both cloud and on-premises installations and specialist procedures. The authorities need a clear IT strategy, transparent capacity and extensive process expertise in order to be able to map online processes via the associated procedures. Added to this is the required implementation of IT baseline protection in order to guarantee the required network security.

Thanks to its special expert structure and many years of experience, TCI can determine the status quo of the organization with the project managers and develop a realistic implementation strategy based on this. As part of the implementation, accompanying support is then provided to familiarize the long-standing employees with the new technologies, tools and working methods.

Trainers and coaches support employees during the transformation

To tackle such a transformation, you need expertise in today's administrative processes on the one hand and external industry and IT know-how on the other. We are already providing support with the modeling and introduction of a citizen journey. In addition, we use experienced trainers and coaches to guide employees through the transformation. Because one thing is clear: digitalization is not only changing workplaces and working methods, but also the demands placed on employees, who must be seen as a critical success factor more than ever.

IM: Ms. Jennewein, you have already successfully implemented several projects of this kind. Can you tell us what is particularly important in your experience?

GJ: Yes, I was able to help shape the technological and procedural renewal of some ICT networks as well as the introduction of applications for E2E processes, i.e. I was responsible for the transformation from old to new and was able to provide advice. A very exciting and complex task, which is very demanding for everyone involved, especially in existing structures due to "working on the open heart of the organization".

The task usually sounds very simple: converting all processes that were previously still working in old systems or biomechanically to new digital structures.

The challenge lies in being able to describe the target situation in detail from the outset, i.e. keeping an eye on all changes to the system (human actions - management systems - tools - infrastructure, etc.) and linking them with each other via process descriptions.

In addition to the purely technical challenges, the change process in particular is the key component of the transformation. Involving and convincing everyone involved is the recipe for success in successfully transforming an organization.

IM: Dear Ms. Jennewein, thank you very much for your report.

Source cover image: © Tatjana Balzer | Adobe Stock