{"id":5379,"date":"2025-10-12T09:26:16","date_gmt":"2025-10-12T07:26:16","guid":{"rendered":"https:\/\/verwaltungsgestaltung.de\/notizen\/?p=5379"},"modified":"2026-01-26T14:46:03","modified_gmt":"2026-01-26T13:46:03","slug":"week-180-at-the-digital-service-notes-for-6-10-october","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/","title":{"rendered":"Week #180 at the Digital Service: Notes for 6\u201310 October"},"content":{"rendered":"\n<p>Unfortunately, the quality of digital public services never really mattered. Senior leaders only cared if a thing was there. Not if it was any good. We heard that repeatedly. Last week, that changed in Germany.<br><br>As odd as it sounds, colleagues pitching improvements to vital services have been rebuffed and rejected. Money was already spent. Something was online. The box was ticked \u2013 no need to do more, at least for now.<br><br>However, bad services create a failure demand elsewhere. But often, that\u2019s someone else\u2019s problem. Not the same department and a different budget. We have learnt about numerous public services available online with dismal digital take-up rates.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Unpicking the modernisation agenda<\/h2>\n\n\n\n<p>A new policy paper aims to change that: Last week, the still new-ish Federal Ministry for Digital and Government Modernisation published its \u2018<a href=\"https:\/\/bmds.bund.de\/fileadmin\/BMDS\/Dokumente\/Modernisierungsagenda_barrierefrei.pdf\">modernisation agenda<\/a>\u2019. It outlines the ministry\u2019s main modernisation efforts in 5 key areas of activity. One area is \u2018citizen and business-centred service\u2019.<br><br>The new digital ministry pledges that the government will create \u201cdigital, efficient and user-friendly services\u201d. Previous strategies have done similar things. Plenty of regulations, position papers and coalition agreements used equal wording. This one goes further, though. While still lacking a larger vision, it states measures and sets targets.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\" id=\"service-quality-criteria\">Committing to defining service quality criteria<\/h3>\n\n\n\n<p>Involving service users and other stakeholders, criteria for good service quality will be developed, the paper states. They are ought to operationalise the Service Standard. This is an excellent development.<br><br>Australia\u2019s NSW government has done similar things by creating measured \u2018<a href=\"https:\/\/www.nsw.gov.au\/nsw-government\/state-of-customer\/commitments\">Customer Commitments<\/a>\u2019. They include promises like \u2018Explain what to expect\u2019 and \u2018Respect [one\u2019s] time\u2019. Similarly, in the UK, hundreds of civil servants helped define characteristics of good services. My former boss, Lou Downe, wrote their book \u2018Good Services\u2019 about these. Content designer Louise Miller and I <a href=\"https:\/\/gds.blog.gov.uk\/2019\/06\/11\/crowdsourcing-guidance-on-what-good-services-look-like\/\">wrapped those characteristics into official guidance for the GOV.UK Service Manual<\/a> incorporating the feedback of hundreds of people. And back at Public Service Lab Day 2018, we workshopped a German version of the service quality criteria. Some things come in circles, and I find that to be a good thing.<\/p>\n\n\n\n<p>When looking at the relation of the UK Service Standard and the characteristics of good services, we had to sort things out. People asked us how the standard would relate to the characteristics. In a conversation with colleagues this week, I recapped that.<\/p>\n\n\n\n<p>The Service Standard codifies how service teams should work when building services. The service quality criteria describe the attributes of what the service teams produce. Both are important; both matter.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"575\" src=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Teams-work-stuff-delivered-1024x575.jpg\" alt=\"2-part collage with 2 headlines and 4 pictures; on the left: \u2018How teams work\u2018 with the picture of a service team and the poster of German service standard with its 13 points; on the right: \u2018What gets delivered\u2019 with a government service displayed on a phone 3 quality principles stuck to a wall in a workshop setting\" class=\"wp-image-5383\" srcset=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Teams-work-stuff-delivered-1024x575.jpg 1024w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Teams-work-stuff-delivered-300x169.jpg 300w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Teams-work-stuff-delivered-768x432.jpg 768w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Teams-work-stuff-delivered-1536x863.jpg 1536w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Teams-work-stuff-delivered-1568x881.jpg 1568w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Teams-work-stuff-delivered.jpg 2000w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<p>Teams need to know how to progress and what the end goal should look like. Therefore, the Service Standard, as a way of working standard, and the service quality criteria must function as connected frameworks.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-large-font-size\">Running service audits and extending support offerings<\/h3>\n\n\n\n<p>The policy paper suggests systematically evaluating and improving service quality. This is supposed to include best practice tools and service audits.<br><br>We have seen a healthy head start in the past 2 years. Since summer 2023, 5 different public sector entities have been involved in Service Standard peer reviews. The resulting reports and documentation are openly available. Going forward, the established peer review format can be an excellent springboard for a more formalised auditing process. Again, much can be learnt from Australia and the UK, where 100s of service assessments have been run.<br><br>It\u2019s still a long path to better outcomes for users, but I am genuinely excited about these helpful efforts and shifting views on service quality. I don\u2019t fully understand how these proposed initiatives tie into our current work, but I hope to make sense of it in the coming days.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Drafting Q4 priorities and writing narratives<\/h2>\n\n\n\n<p>Early in the week, we reviewed the priorities for the Service Standard team for the rest of the year. Just under 3 months until the year finishes \u2013 minus Christmas and the holidays, and it\u2019s closer to 2 months. Hence, we need to slice and dice things realistically. <\/p>\n\n\n\n<p>Writing guidance, helping teams write in-practice accounts, shaping how formal audits are conducted, and communicating widely are what\u2019s on the list. Unsurprisingly, this aligns closely with what\u2019s openly stated in the <a href=\"https:\/\/servicestandard.gov.de\/ueber\/#daran-arbeiten-wir-noch\" target=\"_blank\" rel=\"noreferrer noopener\">published route map<\/a>.<\/p>\n\n\n\n<p>Later in the week, I helped service designer Lena review points on static vs. flexible branding. Currently, there are 2 legitimate ways to use the Eagle brand mark of the digital umbrella brand. Service teams can use it in its templated way. Then, it says \u2018Bund L\u00e4nder Kommunen\u2019 (\u2018Federal government, states, municipalities\u2019) next to the eagle. Or they can put their service name. There were pros and cons to both of these approaches. Lena and I started unpicking them on a whiteboard a few days ago. She continued working on and shaped a clearer narrative. I helped her tweak it. I went as far back as my 2009 thesis work on flexible branding, which I dusted off from the bookshelf.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">What\u2019s next<\/h2>\n\n\n\n<p>I will try to make sense of the modernisation agenda further and its set objectives.<\/p>\n\n\n\n<p>On Thursday, I will have to travel to Dessau \u2013 of Bauhaus fame \u2013 to attend the next meeting of the Digital Council of the State of Saxony-Anhalt. It\u2019s been a while since I\u2019ve been to Dessau. Unfortunately, I won\u2019t have much time to visit the newly opened Bauhaus museum there. The reason for that: Digital Service is celebrating its 5th birthday on the same evening. I don\u2019t want to miss that, of course.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>With the ministry\u2019s modernisation agenda in place, Martin unpicked it to understand how it overlaps with his teams\u2019 current work and where synergies can and should be found.<\/p>\n","protected":false},"author":1,"featured_media":5381,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-5379","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 #180 at the Digital Service: Notes for 6\u201310 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\/12\/week-180-at-the-digital-service-notes-for-6-10-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\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#\/schema\/person\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #180 at the Digital Service: Notes for 6\u201310 October\",\"datePublished\":\"2025-10-12T07:26:16+00:00\",\"dateModified\":\"2026-01-26T13:46:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/\"},\"wordCount\":916,\"publisher\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#organization\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Modernisierungsagenda.jpg\",\"articleSection\":[\"English\",\"Weeknote\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/\",\"name\":\"Week #180 at the Digital Service: Notes for 6\u201310 October - Verwaltungsgestaltung \u2022 Notizen\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Modernisierungsagenda.jpg\",\"datePublished\":\"2025-10-12T07:26:16+00:00\",\"dateModified\":\"2026-01-26T13:46:03+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/10\/12\/week-180-at-the-digital-service-notes-for-6-10-october\/#primaryimage\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Modernisierungsagenda.jpg\",\"contentUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2025\/10\/Modernisierungsagenda.jpg\",\"width\":2000,\"height\":1333,\"caption\":\"A laptop is on a dark table, displaying a presentation slide with German text. 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