After just 2 weeks, I returned to Hamburg.<\/p>\n\n\n\n
The Digital First programme of Hamburg\u2019s Senate Chancellery ran its now annual \u2018OZG Forum Live\u2019 for the 4th time. (OZG refers to the Online Access Act of 2017, which set the goal of bringing the primary 575 services online by the end of 2022, which didn\u2019t succeed.) The colleagues from Digital First invited me to tell more about the\u00a0Service Standard<\/a>\u00a0and\u00a0related DIN SPEC 66336<\/a>.<\/p>\n\n\n\n In their remote fortnightly cross-city exchange, they already dedicated a gathering to\u00a0introducing the standards regulation<\/a>\u00a0a few weeks ago. Now, they wanted me to go deeper in person.<\/p>\n\n\n\n About 130 civil servants from the city-state of Hamburg joined the cosy conference. Over 150 had applied, but space was limited. They either work at the state or city level, creating a curious mix of perspectives. Some of them are also in charge of services serving half the country.<\/p>\n\n\n\n In the morning, I had the honour of giving a brisk 10-minute keynote (slides available on GitHub<\/a>), reaching all participants. I talked about service quality, standards, and the impact of poor service quality on trust in government. <\/p>\n\n\n\n Returning to the Digital First team after more than 7 years allowed me to dust off some pictures I took while working on my MBA thesis with them<\/a>. In April and November 2018, I facilitated 2 service quality workshops with the Digital First team. The final one discussed a Hamburg Service Standard. I picked things up from where I left them. And the Service Standard we have today is not that different from the draft 7 years ago.<\/p>\n\n\n\nWorkshopping Service Standard application<\/h2>\n\n\n\n