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Digitalization opens up completely new opportunities for the federal government, the cantons and the communities to provide their services in a customer-oriented manner and to optimize cooperation between the authorities and the business community. Here you can find out how e3 AG is helping to shape digitalization in public administration in a goal-oriented manner.

How should a digital administration of the future look like? Customers are always at the center of digitalization: Switzerland’s citizens and companies. The goal is to digitalize the services provided by public authorities and to network the processes for providing them across organizations, so that the wishes of the customers can be served in the best way.

Among other things, three approaches are relevant here:

  • “Once only”: In order to obtain a service, the customer wants to enter her data exactly once with a single authority. Multiple visits to the authorities and the multiple entry of information should be avoided.

  • Accessibility: The services should be available at any time, regardless of the channel used. Digital and analogue channels should be available to the customer in parallel.

  • Customer experience: The customer wants to be guided. Complex processes should be executed in the background and the customer should be continuously informed about their progress.

The figure below illustrates the current ACTUAL state (left side) and the desired TARGET state (right side). In this TARGET state, the customer can obtain an official service via the desired channel. The authorities involved in the provision of the service are supposed to provide digitally supported performance in the background through coordinated, cross-organizational processes and IT systems. The employees of the authorities involved are supposed to advise customers, react to special cases and monitor and control the process processes.

 

What are the challenges of digital transformation in the government? Many different departments are usually involved in the provision of government services. Regardless of whether these organizations are administrative units of the federal government, the cantons, the communities or private companies from the business sector, the same always applies: Today’s processes have grown organization-specific and the IT systems that support these processes have been developed without coordination between the organizations involved. The result is a patchwork of differently designed business and technical processes, strictly defined responsibilities and a large amount of redundant data held in a multitude of IT systems.

How can the digital transformation in the government be promoted? It is important to design comprehensive solutions that coordinate and network the different organizations, processes, responsibilities and IT systems. The focus here is on interoperability and the standardization of business and technical processes between the participating organizations. For this purpose, the Confederation has formulated the“E-Government Strategy Switzerland”and developed a plan for its implementation. The plan contains a number of measures that are to be implemented in the coming years in cooperation with cantons, communities and private companies.

What does e3 contribute to the digital transformation in the government? With great commitment, e3 AG participates in the implementation of the “E-Government Strategy Switzerland”: Adrian Zimmermann (member of the business processes section of the association eCH, Business Analyst) has written a study that shows the standardization potential in swiss transport With Stefan Agosti (member of the management board, Enterprise Architect), e3 AG is also represented on the Architecture Board E-Government Switzerland. Interoperability is an important topic for e3 AG. For this reason, it is an active member of the eCH association, which promotes professional and technical standardization between the authorities and the business community. The goal of e3 AG is to overcome existing structural and technical boundaries and to strengthen inter-federal cooperation for digital transformation. Read more about our commitment to digital transformation in following articles!

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