{"id":6251,"date":"2026-04-19T14:09:57","date_gmt":"2026-04-19T12:09:57","guid":{"rendered":"https:\/\/verwaltungsgestaltung.de\/notizen\/?p=6251"},"modified":"2026-04-19T14:09:58","modified_gmt":"2026-04-19T12:09:58","slug":"week-207-at-the-digital-service-notes-for-13-17-april","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/19\/week-207-at-the-digital-service-notes-for-13-17-april\/","title":{"rendered":"Week #207 at the Digital Service: Notes for 13\u201317 April"},"content":{"rendered":"\n<p>I\u2019m on route to Brussels. I\u2019m writing this note on the train from Berlin to the European Commission in Brussels, where I\u2019ll spend the next 3 days \u201creimagining policymaking for Europe\u201d. I will attend <a href=\"https:\/\/knowledge4policy.ec.europa.eu\/major-event\/polyfutures-reimagining-policymaking-europe_en\">PolyFutures<\/a>, an event organised by our colleagues at the EU Policy Lab.<\/p>\n\n\n\n<p>I am hoping for broader inspiration from beyond my own area. I know almost none of the invited speakers, which is a good thing. <\/p>\n\n\n\n<p>The main event runs for 2 days. On Wednesday, we\u2019ll have an extra community day that Kara and I will help facilitate. We\u2019ll use it to visit various Directorate-Generals.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Discussing AI for speedier service<\/h2>\n\n\n\n<p>With designer Agnieszka and user researcher Laura, I had a good exchange on AI in the past few days. They work on our \u2018Starting a business\u2019 service. As they explore how to speed up service delivery and cut processing steps, we have had in-person and Slack exchanges about how AI could help. I also picked the brilliant brains of Kuba and Tim at GDS.<\/p>\n\n\n\n<p>We touched on alternative input methods and interaction paradigms. That included voice-only interfaces. We also discussed chat interfaces, but we still lack evidence of benefits in terms of speed and precision. Several form-based questions to capture users\u2019 context still seem to work best. Voice-only as an input method for website or app-based services must be disregarded due to the error rates. When entering one\u2019s own name or the company\u2019s name for the first time, people want to get things right. Accuracy wins over supposed speed.<\/p>\n\n\n\n<p>Despite senior stakeholders\u2019 interest in announcing new AI-powered services, we need to verify where it\u2019s useful and where it\u2019s gimmicky.<\/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\/3mjtjgnn3ic2l\" data-bluesky-cid=\"bafyreicp3knxbob7yojj4aaprxtyzm7xexqyh3nlemstv3d6cdpsdiqtqi\"><p lang=\"en\">AI isn\u2019t overwriting all of our learnings of the past 15 years of digital transformation in government.<\/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\/3mjtjgnn3ic2l?ref_src=embed\">2026-04-19T08:20:01.645Z<\/a><\/blockquote><script async src=\"https:\/\/embed.bsky.app\/static\/embed.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>When AI-enabled systems, behind the scenes, process uploaded business plans and other documents and automatically match the proposed business to a business category code, it saves time. It means less work for the applicant and caseworkers involved.<\/p>\n\n\n\n<p>We will need to spend much time and effort to explore contextually useful AI applications. We need to dig deep and see where it can help us with 80% of the standard cases. It might be deep within the service stack, with no visible difference in the interface or interaction model. That can be disappointing for leaders wanting to announce and show something to the press. But when we can offer them good numbers on how much time is saved, how many steps are cut, and how error rates are reduced, it should help them create a convincing narrative.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Planning for Global Accessibility Awareness Day<\/h2>\n\n\n\n<p>Marion, the accessibility ambassadors and I have built a plan for GAAD activities. <a href=\"https:\/\/accessibility.day\/\">Global Accessibility Awareness Day<\/a> takes place on 21 May this year. It\u2019s a good date for us to accelerate our thinking and making. Without that deadline, we wouldn\u2019t have a reason to finish things. <\/p>\n\n\n\n<p>For the past few years, we have run events, created tools, and published articles on that occasion. Here is a recap of the past 2 years:<\/p>\n\n\n\n<p>In 2024, Marion and I <a href=\"https:\/\/digitalservice.bund.de\/blog\/kein-digitales-angebot-ist-barrierefrei-wie-wir-das-aendern-wollen\">published our first blog post on accessibility<\/a> and launched <a href=\"https:\/\/digitalservice.bund.de\/wie-viele-menschen\/\">Wie viele Menschen?<\/a>, a tool that lets you calculate how many people using your service have access needs.<\/p>\n\n\n\n<p>In 2025, we <a href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/05\/18\/week-159-at-the-digital-service-notes-for-12-16-may-2025\/\">set up our physical accessibility awareness and testing lab<\/a>, ran an <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft\/post\/3lojcvcrwz22a\">international call on accessibility and inclusion<\/a>, and a <a href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/05\/21\/meetup-accessible-for-everyone\/\">local meetup on the topic \u2018Accessible for everyone\u2019<\/a>. We also tweaked a \u2013 still fairly hidden \u2013 <a href=\"https:\/\/digitalservice.bund.de\/barrierefreiheit-sicherstellen\">page on accessibility<\/a> to Digital Service\u2019s website.<\/p>\n\n\n\n<p>For GAAD 2026, we are planning the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>an interactive 3-hour morning session with the NExT network, including short inputs, case studies and some remote hands-on time<\/li>\n\n\n\n<li>an advanced German version of the <a href=\"https:\/\/alphagov.github.io\/accessibility-personas\/\">GOV.UK Accessibility Personas<\/a> with checklists and a to-do section on a newly designed website<\/li>\n\n\n\n<li>a new blog post on our progress on accessibility in the past 2 years <\/li>\n\n\n\n<li>a practice report for the Service Standard handbook section<\/li>\n<\/ul>\n\n\n\n<p>That is quite a list. But we have to stay ambitious.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Planning poster propaganda<\/h2>\n\n\n\n<p>This is a little random: We discussed new frames the other day.<\/p>\n\n\n\n<p>Our posters matter to us. As we prepare the large-print version of our updated delivery principles, I reached out to our communication designers. Bianca confirmed that she has researched more affordable options. We ran out of wall space due to too many glass fronts and unsuitable columns in the office for placing posters. Leaning frames against walls is the only option. But as people might run into the standing frames, we will swap all glass for plastic. Some glass had already broken, and other pieces had splintered.<\/p>\n\n\n\n<p>While finishing the blog post on our delivery principles, I am sorting out the poster printing and will pick up an A1 frame next week.<\/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\/2026\/04\/Office-posters-1024x682.jpg\" alt=\"2 posters in frames leaning against a wall and cupboard; 1 poster shows a big purple heart and orange shield, saying \u2018Remaking the welfare state\u2019; the other one says: \u2018Make things open\u2019\" class=\"wp-image-6253\" srcset=\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2026\/04\/Office-posters-1024x682.jpg 1024w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2026\/04\/Office-posters-300x200.jpg 300w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2026\/04\/Office-posters-768x512.jpg 768w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2026\/04\/Office-posters-1536x1024.jpg 1536w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2026\/04\/Office-posters-1568x1045.jpg 1568w, https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2026\/04\/Office-posters.jpg 2000w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">What\u2019s next<\/h2>\n\n\n\n<p>Apart from attending the activities in Brussels, I will dial into an update call on Federal government branding on Tuesday.<\/p>\n\n\n\n<p>On Wednesday afternoon, I will be rushing back from Brussels to Berlin, arriving just before midnight. That allows me to welcome our new starter, Linda, who joined the Service Standard team already this week.<\/p>\n\n\n\n<p>I am using the Wednesday train time for writing. There are now some texts that need to cross the finishing line soon:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>a blog post on our delivery principles \u2013 to be published before the end of April<\/li>\n\n\n\n<li>a blog post on trust through brand and design systems<\/li>\n\n\n\n<li>a blog post on open road maps \u2013 to be published in May<\/li>\n\n\n\n<li>an opinion piece on AI in government \u2013 to be included in a booklet, to be published in June<\/li>\n\n\n\n<li>an article on service designers and policymaking \u2013 with a deadline of 26 April, to be published in September<\/li>\n<\/ul>\n\n\n\n<p>Of course, that is too much for even 2 train journeys. So I expect myself to dedicate more time to these texts later in the week.<\/p>\n\n\n\n<p>On Friday afternoon, we are scheduled to meet with Siju, who is heading up digital delivery assurance at GDS. He will be in Berlin, and we plan to meet for an extended exchange in our office.<\/p>\n\n\n\n<p>If time allows, we are preparing the job ad for the user research role we need to open.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In week 207, Martin discussed AI to speed up service delivery and planned Global Accessibility Awareness Day. He also travelled to Brussels to attend the PolyFutures event next week.<\/p>\n","protected":false},"author":1,"featured_media":6279,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-6251","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 #207 at the Digital Service: Notes for 13\u201317 April - 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\/2026\/04\/19\/week-207-at-the-digital-service-notes-for-13-17-april\/\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/19\/week-207-at-the-digital-service-notes-for-13-17-april\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/19\/week-207-at-the-digital-service-notes-for-13-17-april\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#\/schema\/person\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #207 at the Digital Service: Notes for 13\u201317 April\",\"datePublished\":\"2026-04-19T12:09:57+00:00\",\"dateModified\":\"2026-04-19T12:09:58+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/19\/week-207-at-the-digital-service-notes-for-13-17-april\/\"},\"wordCount\":1024,\"publisher\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#organization\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/19\/week-207-at-the-digital-service-notes-for-13-17-april\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2026\/04\/Brussels-train-timetable.jpg\",\"articleSection\":[\"English\",\"Weeknote\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/19\/week-207-at-the-digital-service-notes-for-13-17-april\/\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/19\/week-207-at-the-digital-service-notes-for-13-17-april\/\",\"name\":\"Week #207 at the Digital Service: Notes for 13\u201317 April - 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