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The question of how many ODA services have already been implemented is the focus of many evaluations of ODA implementation. However, this purely quantitative view does not allow any conclusions to be drawn about the extent to which user-friendliness has been taken into account in the respective OZG service. Easy access to OZG services for citizens should be the focus of the implementation measures.

This gap between quantitative and qualitative consideration of the OZG measures can be closed in particular through an impact analysis. Based on the current status of OZG implementation (through regular evaluation), measures are defined and, based on this, controlling instruments for measuring progress are established.

Co-author: Johanna Koch

Carrying the effectiveness of the OZG into the administration as well

The impact analysis therefore focuses on the results and the effect of the OZG measures. This is not only about user-friendliness, but also about feasibility for the authorities themselves. One goal of the OZG services is to minimise the complexity of official processes in order to achieve fast and smooth processing of requests from citizens and businesses. Therefore, when implementing the Online Access Act, it is also crucial whether the resulting processes are really efficient for employees of the authorities (employee experience). The following figure shows the tension between the requirements of the OZG, the special focus on user-centricity and the desire for modernisation within the administration.

Chart (in German only)

OZG Wirkungsanalyse

Towards efficient processes through iterative benchmarking

By monitoring and evaluating data, conclusions can be drawn about the added value for the users and employees of an OZG service.

With the impact analysis as part of the KPMG OZG Transformation Framework, we can therefore target the review of the effectiveness of individual OZG measures. This enables us to provide you with potentials with regard to user-friendliness and/or process efficiency. The continuous monitoring process for a holistic view of the OZG implementation therefore offers another important service component to counteract the existing digitalisation deficit.

By harmonising the requirements of the OZG, the administration as an effectively implementing actor and the orientation towards the satisfaction of citizens and businesses as addressees and recipients of digital administrative services, the potential of digital processes in the public sector can be optimally utilised and the existing backlog can be made up.