The state as a partner: good citizen experience thanks to digitalised administration
An interview with our CEO Armin Berger
"The advanced, user-friendly solutions in the private sector set standards that public services must also be measured against. Citizens expect similarly smooth and intuitive digital experiences as they are used to from commercial platforms."
Armin,The term "citizen experience" keeps cropping up in connection with the ongoing digitalisation process. What does this mean - and why is citizen experience important for public administration?
Citizen experience refers to the entire experience that citizens have with the state's digital services. They are often the first point of contact with the state and significantly shape the relationship between the state and its citizens. A positive citizen experience can help to change the image of the "authoritarian state" to that of a partner - a partner that empowers and supports us. This development is important because it is a prerequisite for active participation in democratic and social life.
How does the user experience in the private sector influence digital services in the public sector?
The progressive, user-friendly solutions in the private sector set standards by which public services must also be measured. Citizens expect similarly smooth and intuitive digital experiences as they are used to from commercial platforms. These increased expectations require a rethink from public administration and a stronger focus on the user-friendliness of their digital offerings.
Are there specific challenges in implementing citizen experience in public authorities compared to the private sector?
First of all, it is important to rethink and redesign deeply rooted and often outdated administrative processes. In the private sector, the main goal is to attract and retain customers. Public authorities need to look at citizen-centricity from a different perspective - they must not just see them as customers, but as participants and co-creators.
"An ideal process for improving usability should begin with an in-depth analysis of current laws and regulations in order to then prepare them in an understandable way as part of a genuine reduction in bureaucracy. Only then does it make sense to offer digital services that are not only technically implemented, but also usable for everyone."
What are the biggest obstacles to the digitalisation of public services and how can they be overcome?
Digitalisation in public authorities is often slowed down by the complexity of existing processes and a culturally rooted reluctance to make major changes. To overcome this, it is important not to simply digitise blindly, but to question and rethink processes. A crucial step is to streamline inefficient processes and replace them with digital solutions that are both understandable and accessible.
What would the ideal process for evaluating and improving the usability of existing digital citizen services look like?
An ideal process for improving usability should start with an in-depth analysis of current laws and regulations in order to then make them comprehensible as part of a genuine reduction in bureaucracy. Only then does it make sense to offer digital services that are not only technically implemented but also usable for everyone. This includes streamlining processes and implementing them in a user-friendly way.
Are there good international examples of successful digital citizen services - and what makes them successful?
In Estonia, a large number of citizen services can be accessed online via a centralised portal. Family status matters such as marriage or parental leave can be organised via this portal. Setting up a company can be completed in just 20 minutes. In addition, e-residency can be applied for electronically to access these services. This simplification of the relationship between citizens and the state should also set a precedent in Germany.
"Artificial intelligence will increasingly act as a mediator by processing complex information in an understandable way."
What does the future of the citizen experience look like? Artificial intelligence is becoming increasingly important in general - could it also play a role in improving the citizen experience?
Artificial intelligence will increasingly act as a mediator by processing complex information in an understandable way. It would be incredibly helpful if, for example, an AI could present specific content more clearly when filing a tax return. This would allow us to achieve a new level of empowerment by giving citizens access to information that is otherwise difficult to access.
And what is the situation here in Germany - are there any examples of successful digital citizen services?
Even if it is not directly from the administration, the Wahl-O-Mat is an outstanding example of a successful digital citizen service. Since its launch in 2003, it has been continuously developed to optimise its design and user guidance and thus offer an optimal citizen experience. The tool enables citizens to access the parties' election programmes in a simple and barrier-free way, which empowers them to make informed voting decisions.
How can we tackle the task of improving the citizen experience together?
In order to effectively improve the citizen experience, it is important to move away from the top-down communication strategy that has been the norm to date. The state must take on the role of an enabler, a facilitator: It makes complex interrelationships understandable to citizens and supports them in bringing their needs and experiences to the fore. This requires a paradigm shift in which citizens are not only seen as recipients of services, but are actively involved in shaping them.