Auf dem Weg zur No-Stop-Verwaltung

Brüggemeier, Martin

doi:10.5771/0947-9856-2010-2-93

Cited by 12 publications

(8 citation statements)

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“…In der Regel fungiert ein Antrag als Auslöser des Verfahrens, der sogenannte Verwaltungsakt als Abschluss. [5,6] Statt die Interaktionen eines Verwaltungsverfahrens nutzerfreundlich zu gestalten, versuchen proaktive Verwaltungsleistungen Nutzerinteraktionen komplett überflüssig zu machen [7]. Der Aufwand für den Nutzer verringert sich, da z.B.…”

Section: Hintergrund Und Methodikunclassified

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Was sind Herausforderungen proaktiver Verwaltungsleistungen in Deutschland?

Kuhn¹,

Balta²,

Krcmar³

2020

WI2020 Zentrale Tracks

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Im Zuge der Digitalisierung soll die öffentliche Verwaltung nicht nur digital, sondern auch nutzerfreundlicher werden. Ein nutzerfreundlicher Ansatz sind proaktive Verwaltungsleistungen, die von Nutzerinnen nicht beantragt werden müssen, sondern von der Verwaltung automatischproaktiverbracht werden. Verwaltungsleistungen in föderalen Staaten wie Deutschland sind allerdings vielfältig und haben unterschiedliche gesetzliche Vorschriften. Diese Heterogenität birgt Herausforderungen für die Umsetzung proaktiver Verwaltungsleistungen. Basierend auf einer Literaturanalyse, Interviews und einem Workshop schlagen wir eine initiale Strukturierung der Herausforderungen in Auslöser, Datenquelle, Leistungsbündelung, Kommunikationskanal und Adressat vor. Wir diskutieren die Herausforderungen aus rechtlicher, organisatorischer und technischer Sicht. Die Ergebnisse können genutzt werden, um Herausforderungen proaktiver Verwaltungsleistungen auch in anderen Kontexten zu analysieren.

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Section: Hintergrund Und Methodikunclassified

“…Beispiele aus anderen Ländern zeigen, dass proaktive Verwaltungsleistungen nutzerzentriert und datengetrieben sind, sowie durch Technik ermöglich werden [2]. Neben der Proaktivität ist die Leistungsbündelung ein Hebel zur Reduzierung des Nutzeraufwands und damit ein Mittel zur Nutzerzentrierung [7].…”

Section: Hintergrund Und Methodikunclassified

Was sind Herausforderungen proaktiver Verwaltungsleistungen in Deutschland?

Kuhn¹,

Balta²,

Krcmar³

2020

WI2020 Zentrale Tracks

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“…For proactivity, it is essential that the public organization "approaches the recipient before the recipient contacts the public sector organization." [7, p. 3] Such proactive actions cover, for instance, recommendations of services that might be relevant to a client [12], [13]. The no-stop shop [3], [14], also known as no-stop government [12], is the most extreme manifestation of proactivity.…”

Section: No-stop Shopmentioning

confidence: 99%

“…[7, p. 3] Such proactive actions cover, for instance, recommendations of services that might be relevant to a client [12], [13]. The no-stop shop [3], [14], also known as no-stop government [12], is the most extreme manifestation of proactivity. In a no-stop shop, a client does not have to perform any action to obtain a public service.…”

Section: No-stop Shopmentioning

confidence: 99%

A public value based method to select services for a no-stop shop implementation

Scholta¹,

Halsbenning²,

Becker³

2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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Nowadays, public organizations become proactive in their service delivery such that they approach their clients and not vice versa. In the most advanced case, the no-stop shop, clients do not have to do anything to receive a public service. Public organizations offer many services and several of them could potentially be delivered through a no-stop shop. Therefore, public organizations need assistance in the decision which services they realize in a no-stop shop first. To address this issue, we present a method for the prioritization of public services for the implementation in a no-stop shop. The rationale of our method is that public organizations should prefer those services that are expected to provide the highest public value. We followed a design-oriented research approach and combined seminal works on nostop shop and public value. The method was evaluated through the application in a workshop at a municipality.

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“…Hence, proactive governments are considered the next step in government development and the maturity of governments that are proactive is considered the highest [4,6]. From a user perspective, proactive governments result in reduction or complete absence of interactions to obtain a specific service [7]. Given that interactions such as filling and filing forms are considered cumbersome by users [4] their reduction or complete absence potentially has positive effects on service quality.…”

Section: Introductionmentioning

confidence: 99%

Service Quality Through Government Proactivity: The Concept of Non-interaction

Kuhn¹,

Balta²

2020

Lecture Notes in Computer Science

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In the course of digitalization, governments increasingly aim at improving service quality for their users. To support this aim, government proactivity is considered a suitable approach: reduction of interactions or even non-interaction between users and government. While government proactivity can be crucial for improving the service quality perceived by its users, there is a lacking of understanding how exactly non-interaction interplays with service quality. Understanding this interplay is important, given that for some services non-interaction might also decrease service quality: for instance, non-interactive student loans spare the user the application but at the same time cause automatic debt. We introduce the purpose of an interaction as a lens to help understand this interplay. The lens utilizes the fact that the purpose of an interaction has to be fulfilled also in a proactive, non-interactive version of the service. We operationalize the lens by proposing two groups of interaction purposes and integrating them with service quality dimensions in an analysis framework. The framework can be used to analyze individual services towards their service quality in a proactive, non-interactive version of the service. Our work contributes to theory by developing a set of interaction purposes to study service interactions and the qualitative interplay of non-interaction and service quality on a service level. Based on an exemplary application of the service free school transport, we demonstrate how government service designers can adapt the framework into a tool for the evaluation and design of individual services.

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Auf dem Weg zur No-Stop-Verwaltung

Cited by 12 publications

References 0 publications

Was sind Herausforderungen proaktiver Verwaltungsleistungen in Deutschland?

Was sind Herausforderungen proaktiver Verwaltungsleistungen in Deutschland?

A public value based method to select services for a no-stop shop implementation

Service Quality Through Government Proactivity: The Concept of Non-interaction

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