Digital administrative services: Accessible, human-centred, future-proof

Digital administrative services must be accessible to everyone, regardless of ability or technical expertise. In many municipalities, this is no longer a vision, but a driver of modern, inclusive administrative work. The focus is on digital solutions that break down barriers, make services intuitively accessible and actively involve all citizens.

Digital experience platforms (DXPs) are a key lever. They bundle administrative services on a central, user-friendly interface and thus ensure less complexity, a better overview and personalised access. Whether applications, information or appointments, everything runs via a central digital interface.

One concrete example is the Thuringian family app. It combines education, health, leisure and social services in a single application and is tailored to the needs of families in the region.

Expectations are also growing in the energy sector. Self-service portals enable tariff changes, consumption analyses or contract management with just a few clicks - provided that complex processes are translated into understandable language. This is made possible by consistently human-centred design, as developed by digital agencies such as Ergosign in interdisciplinary teams from UX design, technology and strategy.

Accessibility is not an option, but a prerequisite. This is the only way for digital administration to fulfil its social mission - regardless of age, physical or cognitive limitations. It is about participation, equality and ultimately trust in the digital state.

At the same time, security and data protection are also essential. It is crucial to combine intuitive operation and maximum IT security without compromising on user-friendliness.

Last but not least, people are needed to help shape this digital administration. The public sector must position itself as an attractive employer for IT talent. Modern working cultures, agile structures and the opportunity to work on socially relevant projects are decisive factors in this regard.

Technologies such as artificial intelligence, cloud or blockchain offer enormous opportunities: AI can, for example, help to answer enquiries automatically or navigate citizens through administrative portals. Cloud solutions enable scalability and flexibility, especially in municipalities with limited resources.

Conclusion: What is needed now is a strategic focus on digital inclusion, holistic platform approaches and an administration that puts people at the centre. If you want to successfully shape digitalisation, you should focus on user-oriented solutions at an early stage and get the right partners on board.