City of Würzburg

Responsibilities

• Converting processes from a function- to a case-based system for handling applications
• Providing process documentation and reorganizing administrative procedures
• Introducing an e-government platform for connecting all functional processes and basic components

Customer

The city government in Würzburg, Germany, is responsible for the public needs of about 130,000 residents. The city’s agencies strive to create a high level of citizen orientation, to boost the area’s appeal to companies and to create an interesting work environment for its employees. These goals are to be achieved through electronic government.

Since May 2007, we have been helping city leaders modernize their administrative practices by improving work processes, and introducing a tailored e-government platform and a task-processing system.

By fully or partially automating administrative procedures, costs can be lowered and the agencies’ efficiency can be increased. Waiting periods for documents are eliminated because the service is provided on a case basis. In addition, significantly less time is needed to train employees.

Thanks to the reorganization, an administrative official can process the entire range of residents’ most frequent requests. Specifically, this means: Residents no longer have to go to several offices and talk with several different officials. Instead, they can take care of their needs, e.g., applying for a new identification card or registering a car, with the assistance of one administrative official or frequently on the Internet.

Central activities

• Registering, evaluating and conducting time analysis of processes
• Modeling target processes and their implementation
• Introducing the integration platform and the task-processing system
• Conducting maintenance and care of the IT component like the help desk, change management, release management