Lmst

Introducing the #ServiceStandard & @digitalservice.bund.de’s work to the next generation of public designers: My colleague Robert welcomed the first cohort of the new MA Public Design programme of Prof Daniela Hensel at @htwberlin.bsky.social to our office this afternoon. Lots of curious questions

A group of about 20 people in a well-lit open office space sitting on chairs and sofas looking at a tall man standing next to a laptop computer that shows a slide on the Service Standard

New content for @rossferg.bsky.social’s fantastic publicbackroads.xyz collection: We launched 2 new offerings in the past few weeks with open #roadmaps: A. New #ServiceStandard— servicestandard.gov.de/ueber/ B. New open justice data platform— testphase.rechtsinformationen.bund.de/ueber 1/

🛎️ Der neue #Servicestandard setzt Maßstäbe für digitale Angebote der Verwaltung: Mithilfe von 13 Kriterien werden Services der ÖV für Bürger:innen und Unternehmen besser zugänglich, verfügbar und sicher. Für Mitarbeitende der Verwaltung macht der Standard die erforderlichen Prozesse und Strukturen hinter digitalen Angeboten transparent. Der Servicestandard wurde in Zusammenarbeit mit vielen Partnern entwickelt – und wird auch in Zukunft gemeinsam fortgeschrieben.

1/4

My first article on the topic of a holistic German #ServiceStandard is from April 2018: medium.com/public-servi...

Ganzheitliche Qualitätsstandar...

1 year of active work on it 2 years of making the case before that Overall, 7 years of engaging around and arguing for a strong #ServiceStandard for the German public sector. I am proud and glad servicestandard.gov.de is there. Public sector design work can be a drag at times. But it’s worth it.

As a public servant, I write weekly notes to let people see what I do. The Creative Bureaucracy Festival took place again. I co-ran an adjacent international #govDesign workshop on ‘design for policy’ and accompanied the launch of the updated #ServiceStandard. 👋🏻 @weeknotes-bot.bsky.social

Week #162 at the Digital Servi...

The updated #ServiceStandard on the #CBF25 stage: my colleagues Ralf from @bmi.bund.de and Robert from @digitalservice.bund.de sharing the work of the past year via a quiz and share the link to its new home: servicestandard.gov.de

1 year of work! It’s live: the updated #ServiceStandard is there — with the first version of a brand-new website on the new government domain: servicestandard.gov.de

Der Servicestandard

The new German Federal government launched an immediate funding programme, and our #ServiceStandard work is among the funded items. 🤩 Who would have thought that I would get excited about government funding announcements?

A long list of government programmes with 3 main headlines: simplification and acceleration, safe and reliable state, new economic growth

Massive milestone! On Thursday, we laid the formal foundation for version 2 of the #ServiceStandard for the German public sector. Following a formal DIN standardisation process, led by the Federal Ministry of Interior and facilitated by @digitalservice.bund.de, we passed DIN SPEC 66336. 1/X

A man in a white shirt and vest speaking into a microphone during a meeting or conference. He is seated at a table with laptops, documents, and water bottles. Other attendees are visible in the background.

A large group of people posing for a photo on the steps outside a building with a "DIN" sign above the entrance. The attendees are wearing name tags and a mix of formal and casual clothing, smiling at the camera.

A man in a dark suit and with glasses speaking into a microphone during a meeting or conference. Other attendees are seated at tables in the background, with documents, water bottles, and coffee cups visible.

A group of people in a meeting or conference room raising orange cards in a voting process. The room has tables with water bottles, coffee cups, and documents, and large windows showing an outdoor view.

Do we better address this with an interface or a policy change?

Yesterday, we had excellent discussions about designing vastly improved justice services by thinking from multiple horizons.

The German govt’s #ServiceStandard by @bmi encourages this by having a dedicated point on triggering policy iteration.

It’s Sunday. It’s #WeekNote time.

Week 76 at Digital Service was busy w/ over 50 scheduled meetings in 5 days.

I spent time with our Justice teams, co-ran a bar camp session on the #ServiceStandard, and a lunch & learn session on the long slog of public #ServiceDesign:

http://verwaltungsgestaltung.de/notizen/2023/10/15/week-76-at-the-digital-service-notes-for-9-13-october-2023/

A bit behind with #weeknotes recently – but here’s week 71 at Digital Service:

I welcomed 20 new Work4Germany fellows with a talk about enabling factors for public sector transformation. And I, among many other things, prepared the next #ServiceStandard report for publication and announced local events for autumn.

You can read it here:
http://verwaltungsgestaltung.de/notizen/2023/09/10/week-71-at-the-digital-service-notes-for-4-8-september-2023/

The #ServiceStandard framed as a boundary object:

“Boundary objects are both plastic enough to adapt to local needs and constraints of the several parties employing them, yet robust enough to maintain a common identity across sites.”

My colleague Caro offering a novel sociology lens on a familiar thing.

A woman in a large office space with a large projected quote projected behind her: “The creation and management of boundary objects is key in developing and maintaining coherence across intersecting (social) worlds” Susan Leigh Star

How do you ensure the quality of public services?

Last Thursday at Digital Service, we ran our 1st #ServiceStandard peer review – for a justice service soon to go into public beta.

It was an opportunity for the service team to show what they have done and receive feedback on their work from design, engineering, product and transformation colleagues.
🧵

A group of 10 people in informal clothes sitting around a table arrangement in a modern light-flooded office – with a whiteboard and a poster of the Service Standard behind them

This week, already #67 at DigitalService, I was glad to see our 3rd #ServiceStandard report getting published. It documents the team’s work on the digital identity service component ‘BundesIdent’. And throughout the week, I made progress with preparing articles, talks, and events for the coming weeks and months.

Here’s my #weeknote:
http://verwaltungsgestaltung.de/notizen/2023/08/13/week-67-at-the-digital-service-notes-for-7-11-august-2023/

@skogen – you can find all previous reports here: https://digitalservice.bund.de/transparenz#servicestandard-selbstaudits

And you can read about our commitment to applying and meeting the #ServiceStandard in our extensive (German-language) blog post from June: https://digitalservice.bund.de/blog/wie-der-servicestandard-die-entwicklung-digitaler-verwaltungsservices-unterstuetzt

Public value for public money matters more than ever—especially when the public purse is getting tighter.

So here’s another #ServiceStandard report on our #DigitalIdentity work. By applying it & publishing reports against each of its 19 points, everyone can scrutinise our work.

Working with @bmi, the team that built our #BundesIdent service component published a self-report against the 19 points. Each comes with a short summary & detailed explanation of what they have done to meet the point.

A person standing at a desk in a modern office space, looking at two screens – one says: ‘Service standard report’ in German, the other shows a long list of things that are colour-coded with different colours

It’s been only 3 working days for me this week. But I still finished a few things and finished my #WeekNote early. I continued talking about the #ServiceStandard inside and outside my organisation – covering improvements, training, reviews and reporting.
http://verwaltungsgestaltung.de/notizen/2023/07/28/week-65-at-the-digital-service-notes-for-24-28-july-2023/

The quality of digital government services matters—to citizens, taxpayers, senior officials, and politicians.

The #ServiceStandard is the best way to ensure quality.

We have firmly committed to it and now improved our reporting template, building on and extending the work done by the UK Government Digital Service and Australia’s Digital Transformation Agency.

#ServiceStandard

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