VAS – Transforming of public administration
The outdated administrative structures in Germany and the lack of digital resources lead to inefficient services and high workloads. VAS (Administration as a Service) addresses these inefficiencies by introducing a central digital platform. This strategy identifies services that aim to make the interaction between citizens and authorities more human-centered and efficient.
The VAS service conducts process analyses to develop customized solutions for communities and implements them in three phases, taking into account social needs, innovation potential and economic efficiency. The aim is to transform public administration through innovation and a people-centric approach, offer citizens better and more efficient services, modernize administrative processes, improve accessibility and reduce bureaucracy.
The VAS service conducts process analyses to develop customized solutions for communities and implements them in three phases, taking into account social needs, innovation potential and economic efficiency. The aim is to transform public administration through innovation and a people-centric approach, offer citizens better and more efficient services, modernize administrative processes, improve accessibility and reduce bureaucracy.
Explanation video
Three-phase model
The strategy is structured in a three-phase model, with each phase building on the results and experiences of the previous phase. This phased approach organizes the transformation process by detailing the steps and their sequence. The growth shows how structural changes can increase the speed of digital adoption and how a step-by-step approach supports the transition.
Phase 1: Digital application
As part of a VAS pilot project, citizens can apply for an ID card online via their municipality's website. When they log in with their BUND ID, the application is automatically completed and submitted electronically in plain language. This process relies on the BUND ID for authentication, a robust data infrastructure, IT standardization, reliable network technology, accessibility solutions and AI technologies.
Phase 2: Personalized e-government
A comprehensive platform makes all communal services available digitally and enables citizens to manage documents, information and data via personal dashboards. The platform uses an accessible language and gives citizens control over data access. Key enablers include register modernization for unified data management, a transparent data usage strategy to build trust, updated data protection measures, a robust digital infrastructure and cloud services for data exchange.
Phase 3: Individualized service
The introduction of eGovernment services, which reduce the administrative burden and speed up procedures, reduces the need for face-to-face visits. Regular staff training and automated processes increase efficiency, while promoting digital capability makes it easier for citizens to access these services. The VAS supports training by local institutions to improve service and reduce anxiety. Citizens without internet can receive local support or use provided devices. Continuous process improvements and a modern IT infrastructure are essential for effective service delivery.
Citizen participation and scalability
VAS informs citizens about its services and lets them vote on implementation via a survey on the website. By collecting postal codes, areas of high interest are identified, putting pressure on municipalities to digitize and implement the VAS. Citizens can also apply for job positions and thus actively participate in the transformation. VAS encourages citizen engagement to improve government-citizen relations and build trust. The aim is to scale quickly across the country and offer simple, digital and inclusive services. The strategy shows how strategic thinking and technology can be used to create an efficient, accessible administration and provides concrete recommendations for the digitalization of administration in Germany.
Conclusion
The fusion of strategic design and digital innovation addresses the critical challenges of public administration in Germany. By prioritizing user-centered design, stakeholder engagement and iterative development, VAS aims to create a more efficient and responsive infrastructure for government services. This project highlights the potential of strategic design to drive meaningful change in public administration and ultimately create a more resilient and user-friendly system for all citizens.
Master's Thesis in Strategic Design 2024
Partners: Celine Tappert, Marla Wagner
Partners: Celine Tappert, Marla Wagner