{"id":5343,"date":"2025-09-28T14:01:01","date_gmt":"2025-09-28T12:01:01","guid":{"rendered":"https:\/\/verwaltungsgestaltung.de\/notizen\/?p=5343"},"modified":"2025-11-01T17:21:31","modified_gmt":"2025-11-01T16:21:31","slug":"week-178-at-the-digital-service-notes-for-22-26-september-2025","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/09\/28\/week-178-at-the-digital-service-notes-for-22-26-september-2025\/","title":{"rendered":"Week #178 at the Digital Service: Notes for 22\u201326 September 2025"},"content":{"rendered":"\n<p>I have been waiting for this. <\/p>\n\n\n\n<p>We have been waiting for Minister Wildberger to sign so that we have something to refer to.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Getting a mandated Service Standard<\/h2>\n\n\n\n<p>On Thursday, the \u2018<a href=\"https:\/\/www.recht.bund.de\/bgbl\/1\/2025\/221\/VO.html\">Verordnung \u00fcber Standards f\u00fcr den Onlinezugang zu Verwaltungsleistungen (OZSV)<\/a>\u2019 \u2013 in English: \u2018Regulation on standards for online access to administrative services\u2019 \u2013 got published. This may be the first-ever DigitalService-driven piece of policy to see the light of day.<\/p>\n\n\n\n<p>It will take effect in the coming quarter, which is expected to be early October. Services launching before 1 January 2028 will remain exempt until 2030. There is an assumption that things take time to be commissioned and built, and that sufficient lead time is required.<\/p>\n\n\n\n<p>Many at Digital Service and across the public sector have made significant contributions over the past three years to support this work \u2013 whether by applying it to their projects, referencing it to project partners, or conducting the earliest self-audits and reviews, which we initiated in summer 2022.<\/p>\n\n\n\n<p>I remember my CEO, Christina, asking me about what to do with the Service Standard in my first week here. That was back in May 2022. This demonstrates the importance of steadiness, perseverance, and seizing opportunities when they arise. Things in government take time. But when we are patient, we can reap some great rewards.<\/p>\n\n\n\n<p>Now, we only need to spread that piece of regulation to every corner of the country. How hard can that be?<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Having the entire organisation get together \u2013 with great design<\/h2>\n\n\n\n<p>On Thursday, we had a full-day, all-organisation offsite. It included fancy animations and great graphics designed by our communication designers, Robin and Bianca. They both put their particular specialties together. Robin experimented with 3-D-rendered lenses. Bianca shaped the typography. The posters, lanyards, and agenda sheets for a day on \u2018New perspectives\u2019 looked fabulous.<\/p>\n\n\n\n<p>I believe that good visual communication for internal events is evidence of a respectful culture.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-bluesky-social wp-block-embed-bluesky-social\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"bluesky-embed\" data-bluesky-uri=\"at:\/\/did:plc:cmith4m3qzwqeocqn2ptgwft\/app.bsky.feed.post\/3lznjtnbu4k2c\" data-bluesky-cid=\"bafyreiayq2r2zzwp65visp4ig7cy4xw27dsmjelzej2eezf3no7htzw7uy\"><p lang=\"en\">Today, we have an all-org offsite with everyone at @digitalservice.bund.de \u2014 the designers made nice posters and other applications for the occasion.Good visual communication for internal events is evidence of a respectful culture.<\/p>&mdash; <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft?ref_src=embed\">Martin Jordan (@martinjordan.com)<\/a> <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft\/post\/3lznjtnbu4k2c?ref_src=embed\">2025-09-25T08:28:12.988Z<\/a><\/blockquote><script async src=\"https:\/\/embed.bsky.app\/static\/embed.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>With the work done for this event, the demo day at the beginning of the year, and the upcoming 5-year birthday activities, we should consider creating another blog post. It\u2019s been almost 3 years since Daphne and I <a href=\"https:\/\/digitalservice.bund.de\/blog\/mit-kommunikationsdesign-nutzerzentrierte-verwaltungsmodernisierung-unterstuetzen\">wrote about the role of communication design in government transformation<\/a>. I will need to come up with a well-crafted narrative for the update.<\/p>\n\n\n\n<p>There are too few blog posts on effective visual communication in the public sector. Visual communication \u2013 as part of overall intra-org communication \u2013 plays a vital role in employee engagement, participation and retention. It is about respectful interaction and affects collective understanding.<\/p>\n\n\n\n<p>The design provided a clear backdrop for a day of reflection and engagement. It included speeches from the executive team, an extended Q&amp;A section, and workshops in English and German, with mini-debate circles on topics like AI in government.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\" id=\"govstack-workshop\">Workshopping user experience standards<\/h2>\n\n\n\n<p>As part of the organisational offsite, colleagues from other digital units from across the German public sector joined us. They were invited to co-run breakout workshops. I had the joy of co-running one with Andrea from GIZ. There, she leads and coordinates the global work on the <a href=\"https:\/\/govstack.global\/\">GovStack<\/a> programme. While her work is broader, she agreed to co-host a session on \u2018UX Standards in Public Service\u2019.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/IMG_9114-1024x682.jpg\" alt=\"A workshop setup in a converted space with 5 people sitting in a semi-circle and a woman standing in front of a white board; she is holding a pen and sticky note pad, about 2 dozen stickies notes are on the wall behind her; everyone is wearing yellow lanyards, indicating they attend some event\" class=\"wp-image-5372\" srcset=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/IMG_9114-1024x682.jpg 1024w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/IMG_9114-300x200.jpg 300w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/IMG_9114-768x512.jpg 768w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/IMG_9114-1536x1024.jpg 1536w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/IMG_9114-1568x1045.jpg 1568w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/IMG_9114.jpg 2000w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Andrea offered an introduction to GovStack, its mission, setup and building blocks. I tried to contextualise their efforts in the context of our work, illustrating where the ends meet.<\/p>\n\n\n\n<p>I mentioned some obvious things, such as us often reinventing the wheel for each of the offerings we\u2019ve built over the past 5 years \u2013 and why we need to change that. For the many new colleagues in the session, I mentioned that we had already <a href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/06\/16\/week-111-at-the-digital-service-notes-for-10-14-june-2024\/\" target=\"_blank\" rel=\"noreferrer noopener\">run a joint GovStack workshop back in June 2024<\/a>. And this week\u2019s session is a great follow-up.<\/p>\n\n\n\n<p>GovStack contains things others have figured out, I argued. GovStack closes important gaps in our patterns landscape, and it gives us blueprints to use.<\/p>\n\n\n\n<p>Together with the dozen participants, we discussed the following question:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>How do we scale good UX practices to ensure a consistent, user-centric experience across all government services?\u201d<\/p>\n<\/blockquote>\n\n\n\n<p>We collected views in the room. Andrea had the honour to highlight things we then dove deeper into. Big points were communication and collaboration. Among the thoughts and notes from everyone were some excellent and some interesting points, like:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>bring \u2018touchpoint providers\u2019 along a service journey together and let them learn about common patterns<\/li>\n\n\n\n<li>develop a feedback mechanism for users of forms to judge patterns in action<\/li>\n\n\n\n<li>document edge cases of pattern use<\/li>\n\n\n\n<li>demonstrate how people can still be playful with patterns \u2013 that they enable rather than hinder people, if that is a concern<\/li>\n\n\n\n<li>do roadshows across the country to inform responsible civil servants about patterns \u2013 people don\u2019t know but should know<\/li>\n\n\n\n<li>develop proof-of-concept services \u2013 with examples as diverse as possible <\/li>\n\n\n\n<li>add standards on the language used in the service<\/li>\n\n\n\n<li>benchmark how bad things are today \u2013 compare afuture state with patterns with the status quo<\/li>\n\n\n\n<li>tie standards like patterns to budgets<\/li>\n\n\n\n<li>bring the patterns to school and university programmes to get tested and spread<\/li>\n<\/ul>\n\n\n\n<p>The workshop was designed to be a self-contained format, without any follow-up activities. But I am tempted not just to leave these statements sit in a photograph on my phone. That would be a waste of potential.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Exchanging with the French chief designer officers<\/h2>\n\n\n\n<p>My colleague Marion helped set up a remote exchange with French counterparts.<\/p>\n\n\n\n<p>On Monday afternoon, we joined a call with 14 colleauges from across ministries \u2013 including justice, education, interior and forgein affairs. A presidential decree, as we learned, led to hiring of chief design officers in each department. They report to a digital minister.<\/p>\n\n\n\n<p>We were asked to share some things. Based on the points and questions they submitted, we compiled a set of slides and talking points. Marion shared some of her work in the German justice space. I gave an overview of the inception of Digital Service and how our user-centred design discipline has been involved. We discussed how projects are initiated and how we operate across the German public sector \u2013 rather than only operating within our shielded bubble.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-bluesky-social wp-block-embed-bluesky-social\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"bluesky-embed\" data-bluesky-uri=\"at:\/\/did:plc:cmith4m3qzwqeocqn2ptgwft\/app.bsky.feed.post\/3lzgynt6d6k2j\" data-bluesky-cid=\"bafyreidmnmsh6xcd27zbpd77px63akntptgu6qu3zkaullrgrlmtjeqtzi\"><p lang=\"en\">Where is design getting a seat at the table? In the French gov\u2019t \ud83c\uddeb\ud83c\uddf7 Today, we spoke to over 10 Chief Design Officers from French government ministries\u2014from education to foreign affairs and interior to justice.My colleague Marion and I shared our work, setup and approach in a 90-minute exchange.<\/p>&mdash; <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft?ref_src=embed\">Martin Jordan (@martinjordan.com)<\/a> <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft\/post\/3lzgynt6d6k2j?ref_src=embed\">2025-09-22T18:04:45.804Z<\/a><\/blockquote><script async src=\"https:\/\/embed.bsky.app\/static\/embed.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>There was too little time to learn effectively from them, and the format was not suitable for it. We were invited to share our setup, work, and approaches with them. We need a new date and a different setting to hear from them effectively. A meeting room with 14 chief designers on a single camera doesn\u2019t allow for much good back-and-forth exchange. But I am intrigued. I want to learn more from them.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">What\u2019s next<\/h2>\n\n\n\n<p>On Tuesday, I will be co-running an interactive session on the Service Standard at the Smart Country Convention. I will co-run it with ministerial project partner Ralf.<\/p>\n\n\n\n<p>We also have a new starter, Karo, joining us next week.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>After waiting for months, Martin was delighted to learn that the minister had signed the Service Standard-related regulation. Within the coming days, it would come into partial effect, giving the ongoing communication and support efforts a vital impetus. Martin participated in a company offsite and co-hosted a workshop there. He also talked to French counterparts during the week.<\/p>\n","protected":false},"author":1,"featured_media":5342,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-5343","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-english","category-weeknote","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Week #178 at the Digital Service: Notes for 22\u201326 September 2025 - Verwaltungsgestaltung \u2022 Notizen<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/09\/28\/week-178-at-the-digital-service-notes-for-22-26-september-2025\/\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/09\/28\/week-178-at-the-digital-service-notes-for-22-26-september-2025\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/09\/28\/week-178-at-the-digital-service-notes-for-22-26-september-2025\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#\/schema\/person\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #178 at the Digital Service: Notes for 22\u201326 September 2025\",\"datePublished\":\"2025-09-28T12:01:01+00:00\",\"dateModified\":\"2025-11-01T16:21:31+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/09\/28\/week-178-at-the-digital-service-notes-for-22-26-september-2025\/\"},\"wordCount\":1147,\"publisher\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#organization\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/09\/28\/week-178-at-the-digital-service-notes-for-22-26-september-2025\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/09\/img_9136.jpg\",\"articleSection\":[\"English\",\"Weeknote\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/09\/28\/week-178-at-the-digital-service-notes-for-22-26-september-2025\/\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/09\/28\/week-178-at-the-digital-service-notes-for-22-26-september-2025\/\",\"name\":\"Week #178 at the Digital Service: Notes for 22\u201326 September 2025 - 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