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December 09, 2007

Blogging Nobel Public Services Innovation Summit (4)

German administrative authority is centuries old. Reform is not an easy undertaking for the faint of heart. Measured and incremental reform in support of modernization has been accelerated through the networked economy. Dr. George Thiel. Deputy Head of Directorate-General, Federal Ministry of the Interior, Federal Republic of Germany addresses the Summit on an emerging, single and integrated call center approach to citizen-services.

Eighty percent of all human to civil service contact in Germany happens over the phone. A multi-jurisdictional initiative has been launched just over a year ago to modernize and reform the public service and administration in support of a citizen-centerd effort. The project is a nation-wide, non-emergency call center enabled number known as "Number 115" for all public services.

Number 115 (to be launched over the next 18 months) is a smart, packet-routed service that embraces four principles: all service will be delivered through local service administration (where appropriate), voluntary through peer-to-peer administrative pressure (no mandate), decentralized, and attempt to replicate development in a step-by-step method. There is a lot of public support though the project team is attempting to down play and reduce expectations.

Reflecting, the idea of single non-emergency number for regional services is an intriguing idea for a region-in-the-making projects like that underway in NEOhio. There is no need to expect not to mention undertake dramatic civil service reform which threatens many different types of entrenched interests and jobs. Leveraging the shared network infrastructure in NEOhio in supporting a single integrated services model for e-government services is well worth pursuing.

Lev Gonick
Stockholm, December 9th, 2007

Posted by lsg8 at December 9, 2007 05:11 AM

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