Reorganisation and digitalisation for public administrations
Germany is investing billions in digitalisation. Even so, the goal of offering all administrative services online by 2022 was missed — due to complex federal structures and a fragmented IT landscape. Many online services were created, but often only locally. The federal and state governments continue to push implementation forward. Many municipalities are hoping to adopt existing solutions free of charge — and are therefore hesitating. We want to change that: we provide new digital solutions and a spirit of renewal in administrations.
Our Clients
“Our municipal clients appreciate that they finally receive pragmatic support — instead of new concepts and papers.”
Michael Kempf, Partner at CPC
Instant digitalisation
There are many studies and concepts on the successful digitalisation of public administration, and large system houses promise comprehensive solutions. But for municipalities and their budgets, that is often not feasible. Instead, what's needed now are quick, visible wins that bring real benefits to citizens and create fresh motivation.
The starting point: no one begins at 0% digitalisation
Most administrations have a website, are equipped with broadband and run a data centre. Employees work on PCs with specialised software for various services. The main problem, however, is that citizens have only limited direct access to administrative services via the website. Often only PDF forms are available online. According to the maturity model of the Online Access Act, 95% of municipalities are at the lowest stages of digital development, maturity level 0 or 1.
“Digitalising public administration only succeeds when an experienced programme manager skilfully connects all the projects, interests and risks.”
Dirk Thater, Partner at CPC
Citizen-oriented organisation
Digitalisation is without doubt the most significant challenge for municipalities and their administrations. Yet it offers the chance not only to modernise but to renew profoundly. Anyone who sees this transformation merely as the technocratic transfer of existing processes into the digital world forfeits the greatest opportunity public administration has ever been given. It is about much more: building an efficient, citizen-friendly organisation that is not only valued by the public but also creates a working environment in which employees find meaning and joy. This vision can become reality in your administration.
The race for the best administration in Germany is like a snail race
It's obvious: things can't go on like this. Many administrations are still unable to handle basic services such as booking appointments or issuing certificates in a citizen-friendly, digital way. Yet everyone has long realised that this must — and will — change quickly, whether voluntarily or under pressure. For over two decades, our citizens have grown accustomed to intuitive, customer-oriented digital processes through online commerce. They now expect this as a matter of course from their municipal administration too. So the decisive question is: which path most reliably leads to success in transforming public administration?
Learning from industry: insights from the first waves of digitalisation
Industry's early steps towards digitalisation were often sobering. Simply transferring existing processes into digital systems frequently led to complicated applications that frustrated both employees and customers. But valuable lessons were drawn from these setbacks. It became clear which success factors really lead to sustainable and efficient solutions. Today we know: successful digitalisation takes more than digitalising the status quo — it requires a fundamental redesign of processes to unlock the full potential.
The 5 success factors for successful digitalisation
1. A clear, motivating and compelling vision
To transform an organisation successfully, you need a clear vision that employees and leaders can orient themselves by. This vision must be compelling, motivating and ambitious.
1. A clear, motivating and compelling vision
It puts citizens at the centre of all activities while also taking employees' needs into account. Developing this vision is ideally the first step in the change process. The more employees and citizens are involved in shaping the vision, the easier it is to anchor it in the organisation and bring it to life.
2. The leadership team as a role model for employees
Digital transformation requires questioning established patterns. The role-model function of the district administrator, mayor and leadership team is decisive here.
2. The leadership team as a role model for employees
Rather than grand words, what counts is actively backing employees in citizen-oriented decisions and process design. Even if the leadership team has digital shortcomings, it can be a role model for a willingness to learn and develop. This role-model effect does not arise on its own — it requires leadership from the top and the leadership team continuously growing together.
3. Taking ownership of processes and services
The most important step in municipal transformation is for employees not only to take responsibility for their tasks but also to actively shape the processes.
3. Taking ownership of processes and services
Given the rapid changes in technology and conditions, not every adjustment can be outsourced. Employees increasingly work on the organisation rather than merely in it. This opens up an entirely new field of activity for many employees — with major challenges, but also great opportunities for personal and professional development.
4. Professional coordination and steering
Municipal transformation resembles a large construction site with numerous dependencies between projects that must be actively coordinated, even in an agile way of working.
4. Professional coordination and steering
Alongside budget, schedule and resource management, risk, security and change management are also part of the programme steering remit. These demands often exceed the capacities of municipal organisations, which is why external support is needed. Nevertheless, overall responsibility for the transformation must always remain with the mayor or district administrator.
5. Employees have a sense of security
Despite empty municipal coffers, the conditions for transformation are good. Many positions are vacant and are not being fully backfilled.
5. Employees have a sense of security
The focus is therefore not on cutting jobs but on increasing service quality and efficiency. Experience shows that employees can only learn new ways of working in a fear-free, positive atmosphere that also allows mistakes. Creating and nurturing this space for learning is a central leadership task and lies with the district administrator or mayor, in order to make the transformation possible.
Join us in the fast lane
Build a high-performance organisation that your citizens value and love. Nurture employees and managers who work with passion for your municipality and live service orientation. Develop citizen-friendly digital processes that your teams shape and evolve on their own.
Let's discuss
your project with us!
The first step is easy — and don't worry: we won't send you dull newsletters or annoying promotional emails. Instead, we focus on what matters: your change goals and how we can move your business forward.
Step 1
Call back or email.
Within 24 hours we get in touch with you, capture your requirements and arrange an appointment with one of our experts.
Step 2
Free initial consultation.
In a video call you explain your project and discuss possible solution scenarios together with our expert.
Step 3
You decide how to proceed.
Proposal, pitch or project kickoff? You set the next steps.
“Our goal: to create outstanding administrations that are valued by citizens and where employees genuinely enjoy working.”
Torsten Peis, Senior Partner at CPC
Questions and Answers
CPC is the leading change management consultancy in Germany. For more than 30 years, we have guided international corporations and large mid-sized companies through over 2,500 change projects. From the very beginning, IT and later digitalisation projects were part of our portfolio. Since 2018, we have also supported municipalities in their digital transformation.
Yes. We have extensive experience in digitalising public administration. We'd be glad to show you relevant references and concrete practical examples. Get in touch — we look forward to convincing you in person.
Yes, it takes time, money and your commitment. But in return we deliver everything from a single source: because digitalising public administration requires the parallel steering of many projects as well as the management of requirements, schedules, budgets, risks and quality. All stakeholders — from the administration and businesses to educational institutions — have to be involved. Only experienced change consulting and professional programme management enable a successful digital transformation in the interplay of politics, public administration and business.
To meet this need, we work with you to develop a structured way of measuring impact. For many years, our consulting has measured the success of transformations — using proven methods and a clear focus on employees' commitment to change.
Every one of our public administration digitalisation projects is unique — because the content is tailored individually to your municipality and its needs. At the same time, we have already delivered many digitalisation projects successfully. This means we can quickly plan the right steps together with you. That saves time and money.