Services go online — but the relief never arrives.

Why is that, and how could it work better?

Let’s look at the problems:

• Digital forms replace paper — but not the process.

Many services are essentially identical to the old application. Just as a PDF or web form now. The workflow stays unchanged.

• Media breaks still exist.

Start online, end offline. Printouts, signatures, in-person appointments. The digital path is only part of the process.

• The benefit is often not noticeable.

If a digital application takes just as long as it did before, no real added value is created.

How could it be done better?

Consistently digital processes

Partly it’s down to the law. Partly it’s down to established assumptions and structures within authorities. We need to critically ask when a signature or an in-person appearance is really still absolutely necessary.

Less is more

Fewer questions, less data, less time spent, faster processing. Everything needs to run more simply. Because that’s the only way we’ll win people over.

How do you do that?

We’re happy to advise you. And to help with implementation.

Image: Photo by engin akyurt on Unsplash

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