Building User-Centered Digital Services: Bridging the Gap

🔑The difference between working in the public sector and the private sector is like time traveling back to the year 2000.

🗝️The mental model of the public sector focuses on hierarchy and formalities, while the private sector emphasizes collaboration and autonomy.

🔑Creating user-centered digital services in the public sector requires navigating complex landscapes and harmonizing different approaches.

🗝️Building trust and establishing mutual understanding between the public administration and digital service creators is a challenge.

🔑Designing inclusive services for everyone, regardless of disabilities or vulnerabilities, is a crucial aspect of user-centered public services.

Why is bridging the gap between public administration and user-centered digital services important?

—It builds trust, improves user experience, and redefines the relationship between citizens and government.

What are the main differences between working in the public and private sectors?

—The public sector focuses on hierarchy, formalities, and slow processes, while the private sector emphasizes collaboration, autonomy, and fast-paced work environments.

Why is creating user-centered digital services challenging in the public sector?

—It requires overcoming hierarchical structures, formal processes, and complex landscapes with multiple levels of responsibility.

How can digital service creators establish trust with public administration?

—By showing genuine interest, understanding their pain points, and demonstrating the value of user-centered approaches.

Why is designing inclusive services important in the public sector?

—Inclusive services ensure accessibility and lower barriers for all citizens, regardless of disabilities or vulnerabilities.

00:00The speaker introduces the challenge of bridging the gap between public administration and user-centered digital services in Germany.

02:32The speaker highlights the stark differences between working in the public and private sectors, emphasizing the need for digital transformation in the public sector.

05:38The speaker shares their experience working in the Digital Service, a central unit focused on building user-centered digital products for the government.

07:59The speaker discusses the challenges of implementing user-centered approaches in the public sector, including hierarchical structures and slow processes.

10:00The speaker emphasizes the importance of inclusivity in digital services and the need to lower barriers for all citizens.

12:57The speaker concludes by highlighting the rewards of creating user-centered digital services and the ongoing journey towards digital transformation.