CONTACT
PHONE
+49 (0)30 76 74 82 10
ADDRESS
Karl-Marx-Straße 12
12043 Berlin
E-MAIL
The Problem
The public mills grind slowly. Even in Hamburg. The citizens’ communication with the authorities is not easy – due to long
waiting times and complicated forms.
The Goal
The Hamburg Senate Chancellery wants to fundamentally question the service processes in public administration, simplify them where possible and adapt them to the needs of citizens and companies. To this end, it has launched the Digital First project: All important administrative procedures are to be digitized and can be completed online. This includes topics such as residents’ parking, rental protection and childcare.
The Goal
The Hamburg Senate Chancellery wants to fundamentally question the service processes in public administration, simplify them where possible and adapt them to the needs of citizens and companies. To this end, it has launched the Digital First project: All important administrative procedures are to be digitized and can be completed online. This includes topics such as residents’ parking, rental protection and childcare.
The Implementation
Using Design Thinking and UX methods, we develop innovative digital solutions together with Digital First and experts from the authorities. Empathy interviews and early tests with users ensure that we meet the needs of all stakeholders.
After the sprints, we translate the solutions – for example into click dummies or user journeys. The subsequent implementation of the ideas is carried out by the software developers who were already involved in the process. Existing administrative processes are gradually replaced by an optimized digital version or eliminated altogether. Working with user-centered and agile methods also breaks down linear structures and promotes an innovative working environment within the authorities.
The Problem
The public mills grind slowly. Even in Hamburg. The citizens’ communication with the authorities is not easy – due to long
waiting times and complicated forms.
The Goal
The Hamburg Senate Chancellery wants to fundamentally question the service processes in public administration, simplify them where possible and adapt them to the needs of citizens and companies. To this end, it has launched the Digital First project: All important administrative procedures are to be digitized and can be completed online. This includes topics such as residents’ parking, rental protection and childcare.
The Implementation
Using Design Thinking and UX methods, we develop innovative digital solutions together with Digital First and experts from the authorities. Empathy interviews and early tests with users ensure that we meet the needs of all stakeholders.
After the sprints, we translate the solutions – for example into click dummies or user journeys. The subsequent implementation of the ideas is carried out by the software developers who were already involved in the process. Existing administrative processes are gradually replaced by an optimized digital version or eliminated altogether. Working with user-centered and agile methods also breaks down linear structures and promotes an innovative working environment within the authorities.
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© INNOKI Engelhardt, Feldhaus und Rummel Innovationsberatende PartG, Berlin, 2024