Summary
You can move much faster when others have paved a way. About a decade later than others, our federal-level government digital service unit only started in late 2020, during the pandemic. It’s growing rapidly now, expanding to 120 people by the end of 2022, and taking shortcuts thanks to other units elsewhere. Magdalena will share what the team achieved by building on the experiences and outputs from other international digital service units, how planting the seeds through a fellowship program was pivotal as an enabler, and where they want to be by 2030.
Key Insights
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Germany has a unique digital landscape due to its size and historical context, influencing the delivery of digital services.
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Building on existing resources and knowledge can accelerate progress when starting late in a project.
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Quick wins are essential for building trust with stakeholders and demonstrating capabilities early in the process.
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User research and journey mapping are critical, especially in a complex stakeholder environment like government.
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It's important to meet stakeholders where they are, considering their background and knowledge in communication.
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Communities and fellowships can provide invaluable networks for support and shared knowledge in the public sector.
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A balanced approach to aspirations allows for the achievement of smaller, impactful goals while aiming for larger outcomes.
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Iterative design and testing, even on basic communication items, can significantly enhance user experience.
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Avoid the temptation to rush; thoughtful progress leads to better user outcomes and stakeholder engagement.
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Continuous learning and adaptation are essential, especially in dynamic fields like digital services.
Notable Quotes
"Germany is at the confluence of several factors that constrain the delivery of Digital Services."
"We rank 26th in digital government despite being the fourth largest economy in the world."
"Only 50% of people in Germany interact with authorities online, compared to 80-90% in the Nordics."
"We had to grapple with a complex stakeholder landscape when launching our digital service."
"Rather than starting from scratch, we built on existing networks and knowledge."
"Quick wins help establish trust and credibility with stakeholders."
"User research and journey mapping were fundamental to our project setup."
"You need to relax and open your mind to the specific challenges of your locality."
"Don't skip the basics; they form the foundation for genuine user experience improvements."
"Learn from others but do not compare yourself to them."
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