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The need for qualified people to manage the digital transformation in public administration is tremendous. University curricula require adjustments to qualify graduates adequately. Business and engineering departments run practice-oriented university courses to tackle real-world digitalization challenges. In doing so, they shaped digital transformation in many companies. While potentially effective, such approaches remain rare in public administration teaching. It is unclear how to combine a contemporary, practice-oriented training approach towards digitalization with the contents of public administration curricula. The paper outlines the structure and methods employed in a course offered to public administration students at a German University. The preliminary evidence shows that the course was successful among students and practice-partners. Overall, the paper illustrates how public administration universities can contribute towards digital transformation by collaborating with municipalities and by empowering students to manage and drive digital transformation in the public sector

Purpose– The purpose of this paper is to investigate the face-to-face citizen service encounter in public administrations' front offices, and present a novel qualification approach to empower service personnel on-the-job, and thereby deepen the knowledge on the role of information and communication technology for advancing governmental reforms.Design/methodology/approach– The presented study follows a design science research methodology, conducted in collaboration with the public administration of a major German city. Data were collected using multiple quantitative and qualitative methods, including questionnaires, semi-structured interviews and video analysis.Findings– A novel on-the-job qualification approach for empowering public employees in their job-related skills, building on the concept of affordances, is developed. Thereto, six design principles for equipping artifacts with counseling affordances are presented. Evaluations in real-world environments provide first evidence that "learning with counseling affordances" constitutes an effective qualification measure to initiate experiential learning on-the-job, helping employees in the resource-restricted work environment of public front offices to obtain the skills to provide superior advisory services.Research limitations/implications– The "learning with counseling affordances" approach was developed in collaboration with an individual major German city and the paper provides first evidence of its effectiveness and suitability. Hence, the study's insights should be approved by further research to strengthen generalizability.Originality/value– The paper highlights the previously neglected aspects of employee's skills and qualification for promoting governmental transformation. By highlighting the beneficial relationship between affordances and on-the-job learning, the paper provides novel insights on the role of information and communication technology to promote governmental transformation.

Dieses essential zeigt praxisnah, wie Innovation durch neue Geschäftsprozesse gelingen kann. Dabei dient die vorgestellte Methodik als Leitfaden, um ganzheitlich die notwendigen Aspekte der Digitalisierung, des Change-Managements wie auch der Personalentwicklung in die Geschäftsprozessmodellierung zu integrieren. Anhand von Beispielen aus ausgewählten Kommunalverwaltungen stellen die Autorinnen die Methodik vor und zeigen auf, wie es gelingt innovative Geschäftsprozesse zu gestalten. (Verlagsinformation)

Purpose
By increasing the digitalization of commercial services citizens' expect more from public services. First of all, this study will strive to identify which problems citizens encounter when they use a complex public service: preparation of an application for a building permit. In the light of the popularity of omnichannel approaches, the study then explores how omni-channel could help to address the problems which have been identified.


Design/methodology/approach
We implement the first phases of an action design science research project. We collect data both from citizens and public agencies and frame them as transparency problems. These abstract problems are then addressed by an omnichannel service provision as an abstract solution. The abstract solution is then instantiated in a design in the form of a user scenario developed in collaboration with current and future public officials.


Findings
The analysis uncovers multiple transparency issues: it distinguishes between process, case, language, cross-channel and cost transparency. One root cause of the transparency issues observed is the lack of service transparency which defines the purpose and scope of a ser-vice. We therefore recommend defining a service-strategy before informational and technical aspects of an omnichannel approach can be implemented. Following this strategy, omnichannel offers public administrations unique opportunities to excel in citizens' service provision.


Originality/value
The study provides insights into how citizens view complex public services. For researchers, this study offers the conceptualization as transparency issues. Practitioners from the public administrations can also benefit from the concept and vision of omnichannel public services.

Intro -- Was Sie in diesem essential finden können -- Vorwort -- Inhaltsverzeichnis -- 1 Ursachen für das Scheitern von Veränderungsprozessen in der öffentlichen Verwaltung -- 2 Integrierte Organisationsentwicklung als Basis für erfolgreiches Veränderungsmanagement -- 3 Integrierte Organisationsentwicklung am Beispiel des Bauhofs der Stadtverwaltung Herrenberg -- 3.1 Phase I: eServices - Beginn der Geschäftsprozessoptimierung -- 3.2 Phase II: Agile Organisationsstrukturen im Bauhof - Umstellung auf Selbstorganisation -- 3.2.1 Die Diagnosephase -- 3.2.2 Die Entscheidung -- 3.2.3 Die Prototypenphase -- 3.2.4 Die Umsetzung und Evaluation -- 3.3 Phase III: Der Bauhof als Innovationstreiber für die Digitalisierung der Stadtverwaltung insgesamt -- 4 Ausblick -- Was Sie aus diesem essential mitnehmen können -- Literatur.