{"id":5349,"date":"2025-10-04T10:34:34","date_gmt":"2025-10-04T08:34:34","guid":{"rendered":"https:\/\/verwaltungsgestaltung.de\/notizen\/?p=5349"},"modified":"2025-11-01T14:09:33","modified_gmt":"2025-11-01T13:09:33","slug":"week-179-at-the-digital-service-notes-for-29-september-3-october","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/","title":{"rendered":"Week #179 at the Digital Service: Notes for 29 September\u20133 October"},"content":{"rendered":"\n<p>We took the stage to introduce the Service Standard to more people on the first day of this year\u2019s&nbsp;<a href=\"https:\/\/www.smartcountry.berlin\/en\" target=\"_blank\" rel=\"noreferrer noopener\">Smart Country Convention<\/a>.<\/p>\n\n\n\n<p>Ministerial project partner Ralf and I ran a 75-minute workshop in one of the smaller spaces of the sprawling venue on Tuesday. It was titled \u2018The Service Standard: designing practical and effective digital public services\u2019.<\/p>\n\n\n\n<p>It was just 1 day before the regulation came into effect, which was a compelling hook to get people to attend our session.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Getting the Service Standard regulation to come into force<\/h2>\n\n\n\n<p>It\u2019s not real until it\u2019s real. As of Wednesday, we have a binding legal instrument for the Service Standard. Signed by Minister Wildberger last week, the \u2018Regulation on standards for online access to public services\u2019 came into force this week.<br><br>For the subpar quality of government services in Germany, this can \u2013 and must \u2013 be a game-changer. <\/p>\n\n\n\n<p>Finally, mandatory service quality standards outline criteria for effective work. We have already seen a response from the market. Digital outcome and IT providers working for government picked it up. They started making explainer websites and event roll-ups to assure the public sector they are up to the task. <a href=\"https:\/\/servicestandard.gov.de\/din-spec-66336\/\">DIN SPEC 66336<\/a>, which underpins the Service Standard, is actively discussed. People learn about it. This is what we hoped for.<br><br>Over the summer, our joint team from Federal Ministry for Digitalisation and State Modernisation and Digital Service has been bustling. In recap, quite a few things came together in the last few days and weeks:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\">Growing the website <\/h3>\n\n\n\n<p>Since launching <a href=\"http:\/\/servicestandard.gov.de\/\">servicestandard.gov.de<\/a> in June, the offering has been growing. To understand how well formats, structure and terminology work, we ran usability tests with users from different levels of government. We implemented changes straightaway.<br><br>We added the first pieces of guidance \u2013 like \u2018<a href=\"https:\/\/servicestandard.gov.de\/handbuch\/anleitungen\/teilnehmende-fuer-nutzerforschung-finden\">How to recruit users for research<\/a>\u2019. The section will evolve into a comprehensive handbook in the coming months. We have designed new website sections. The team also blogged about the iterative approach it\u2019s taking.<\/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\/3m27xn26h4c2p\" data-bluesky-cid=\"bafyreiax3ejewmndzec7qolncpbkuikue3h22jo5gycs2d5mrhsgx6yx2u\"><p lang=\"en\">We will not reinvent the wheel.There\u2019s no need to produce government guidance when excellent guidance exists elsewhere.That is why we have proudly adopted the \u2018Finding participants for user research\u2019 content from GOV.UK\ud83c\udde9\ud83c\uddeaservicestandard.gov.de\/handbuch\/anl&#8230;\ud83c\uddec\ud83c\udde7www.gov.uk\/service-manu&#8230;1\/X<\/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\/3m27xn26h4c2p?ref_src=embed\">2025-10-02T16:22:59.325Z<\/a><\/blockquote><script async src=\"https:\/\/embed.bsky.app\/static\/embed.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\">Revamping peer review<\/h3>\n\n\n\n<p>In late July, we conducted the first peer review along the updated 13 criteria. We revisited the \u2018Court claims for flight delays\u2019 service from the Federal Ministry of Justice. The service had grown in scope since it was reviewed in summer 2024. The team was eager to get feedback on the new standard. Their report gets published in mid-October. As we aim to conduct more peer reviews, we have updated all the material explaining peer reviews and adapted the workshop format to the new standard\u2019s structure.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\">Developing supporting material<\/h3>\n\n\n\n<p>We created new posters and stickers. Often, ambitious individuals want to educate colleagues within their org. They need supporting material. Apart from the website, printed materials are helpful. In addition to the overview poster, we also created mini-posters for each criterion. Someone with an open-source focus can display the poster for criterion 10 in their office.<\/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\/3lzyjpr7wxk2m\" data-bluesky-cid=\"bafyreibslgygnljfn2cltvu7e7x3hhwzatjq4rjn5m6xrqa4cadsxq6kyy\"><p lang=\"en\">Finally printed:The new poster for the updated German #ServiceStandard is now available \u2013 just in time for #SCCON25.Meet me there tomorrow and pick yours up.Our 90-minute Service Standard workshop starts at 3:00 pm (Tuesday, 30th).All details here:www.smartcountry.berlin\/de\/programm\/&#8230;<\/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\/3lzyjpr7wxk2m?ref_src=embed\">2025-09-29T17:25:19.932Z<\/a><\/blockquote><script async src=\"https:\/\/embed.bsky.app\/static\/embed.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Recognising that there is much outstanding work happening across the country, we began collecting stories from teams. They are often linked to a specific criterion. In the absence of a cross-government blog, we are building a substitute.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Workshopping with interested public servants and consultants<\/h2>\n\n\n\n<p>In Tuesday\u2019s workshop, we provided an overview of the standard and its origins. We then introduced all the formats and content types that the website offers, including things to come.<\/p>\n\n\n\n<p>In the interactive part, we asked several questions via Slido. From the participants, we wanted to know:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How do you perceive the general feasibility of the Service Standard?<\/li>\n\n\n\n<li>For which criteria are you likely to need little to no support?<\/li>\n\n\n\n<li>For which criteria are you likely to need more support?<\/li>\n\n\n\n<li>Where do you see the biggest obstacles to the Service Standard taking effect?<\/li>\n<\/ul>\n\n\n\n<p>93% of the participants stated that meeting the Service Standard is of medium difficulty, and 7% found it challenging. No one thought it was easy.<\/p>\n\n\n\n<p>People stated that they need the least support for the following standard points: \u201cDescribe problems and set goals\u201d (point 2), \u201cUnderstand users and capture their needs\u201d (point 1), \u201cDevelop, test and adapt solutions and incorporate expert knowledge\u201d (point 4), and \u201cEnsure safety and build trust\u201d (point 9). We found that a bit surprising. These are the points that teams typically struggle with. We wondered what we would see in peer review if we conducted one.<\/p>\n\n\n\n<p>Next, we asked which points are difficult to meet. \u201cMeasure impact and build on results\u201d (point 12) and \u201cRemove legal barriers and improve policy\u201d (point 13) were the first points. \u201cFollow open standards and provide interfaces\u201d (point 7) follows immediately. I was somewhat surprised by that. I find it interesting that people are confident in point 2 but struggle with point 12. Setting goals is easy, but measuring the impact is not. I would like to better understand this gap.<\/p>\n\n\n\n<p>In a longer content review and exchange session on Friday, Linn and I discussed these perceptions. Our hunch is that some cognitive bias is at work, akin to the <a href=\"https:\/\/en.wikipedia.org\/wiki\/Dunning%E2%80%93Kruger_effect\" data-type=\"link\" data-id=\"https:\/\/en.wikipedia.org\/wiki\/Dunning%E2%80%93Kruger_effect\">Dunning\u2013Kruger effect<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Greeting new colleagues<\/h2>\n\n\n\n<p>This week, we welcomed 5 new starters at Digital Service, including new designer Karo, who joined us from SAP.<\/p>\n\n\n\n<p>She was the 4th person to join the user-centred design discipline this year. But possibly she was not the last one.<\/p>\n\n\n\n<p>We just made further offers in service design and user research. That means we could still have one more person joining us in 2025.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">What\u2019s next<\/h2>\n\n\n\n<p>Charlotte, Stephanie, and I want to sync on service pattern work next week. This week, I had good conversations with the KERN Design System team. We discussed their gaps and how we can help fill them through some of our justice service work.<\/p>\n\n\n\n<p>Additionally, I aim to complete the blog post on our design component work in the coming days. It would be great to publish it for our organisation\u2019s 5th birthday in mid-October.<\/p>\n\n\n\n<p>Another almost finished blog post covers our international work. Kara edited it this week after I wrote more than 1,000 words. I need to look at it again. We will also speak with Ottla from the European Commission\u2019s Policy Lab about a 2026 event they are currently planning.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As the Service Standard regulation came into effect this week, Martin co-led a workshop at the Smart Country Convention to introduce more people to it and understand their potential challenges with it. Martin also welcomed a team member.<\/p>\n","protected":false},"author":1,"featured_media":5352,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-5349","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 #179 at the Digital Service: Notes for 29 September\u20133 October - 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\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#\/schema\/person\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #179 at the Digital Service: Notes for 29 September\u20133 October\",\"datePublished\":\"2025-10-04T08:34:34+00:00\",\"dateModified\":\"2025-11-01T13:09:33+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/\"},\"wordCount\":1040,\"publisher\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#organization\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/SCCON-25.jpg\",\"articleSection\":[\"English\",\"Weeknote\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/\",\"name\":\"Week #179 at the Digital Service: Notes for 29 September\u20133 October - Verwaltungsgestaltung \u2022 Notizen\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/SCCON-25.jpg\",\"datePublished\":\"2025-10-04T08:34:34+00:00\",\"dateModified\":\"2025-11-01T13:09:33+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/04\/week-179-at-the-digital-service-notes-for-29-september-3-october\/#primaryimage\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/SCCON-25.jpg\",\"contentUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/SCCON-25.jpg\",\"width\":2000,\"height\":1333,\"caption\":\"A presentation is being given inside a large, inflatable dome. 2 men are at the front, one seated and one standing at a podium holding a microphone. 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