App development for public administration: the key to efficient and citizen-oriented services

Why Paper-Based Administration No Longer Meets Expectations

Short: Traditional administration runs on paper processes and fixed office hours.

Traditional administration runs on paper processes and fixed office hours. Citizens experience this as a barrier — not a service. Bureaucratic delays and manual workflows frustrate citizens and waste employee time.

Citizens today expect the same digital access they have with banking and e-commerce. 24/7 service availability via smartphone is the standard they are accustomed to.

What Citizens Actually Expect

Round-the-Clock Digital Access

Citizens want to submit applications, access information, and track status at any time — including evenings and weekends.

Office hours of 9–12 Monday to Thursday are no longer acceptable as the primary service channel.

Mobile-First Application Submission

Citizens expect to complete government processes on their phones. Downloading forms, printing, signing, and mailing are friction points that reduce uptake of legitimate services.

Status Transparency

Citizens should know where their application stands — without calling the office. Automated status notifications reduce inbound call volume while improving citizen satisfaction.

What Mobile Apps Enable for Public Authorities

Short: Apps serve as the central interface between citizens and authority — simplifying contact and improving internal workflows simultaneously.

Apps serve as the central interface between citizens and authority — simplifying contact and improving internal workflows simultaneously.

Online Application Submission

Citizens submit applications directly through the app. Required documents are uploaded as photos or files. The application reaches the processing system immediately — no post, no counter visit.

Digital Appointment Booking

Citizens book appointments online. The system prevents double bookings automatically. Reminder notifications reduce no-shows.

Status Tracking and Notifications

Applications in progress display a current status. Automated notifications inform citizens when documents are received, when a decision is made, or when additional information is required.

Employee-Facing Administration Apps

Internal apps support administrative employees with:

• Digital case management — all relevant information on one screen
• Electronic signatures for approvals and decisions
• Cross-department data access without system switching
• Automatic routing of applications to the responsible team

Requirements Specific to Public Administration Apps

BITV 2.0 Accessibility Compliance

Apps serving the public must comply with BITV 2.0 — the German accessibility standard for digital services. This covers screen reader compatibility, contrast ratios, keyboard navigation, and more.

Accessibility is a legal requirement — not a design preference.

BSI Grundschutz and GDPR

All apps processing citizen data must comply with BSI baseline protection (Grundschutz) and GDPR. Personal data requires a documented legal basis for processing.

Technical and organizational measures (TOMs) must be implemented and documented.

Integration With Specialist Systems (Fachverfahren)

The app must connect to the specialist systems used for processing — whether that is a custom Fachverfahren, a registry database, or a document management system.

Integration architecture must be planned before development begins.

OZG Compatibility

Apps should align with OZG and OZG 2.0 requirements. Where the "One for All" (EfA) principle applies, the technical architecture must support reuse by other authorities.

What to Clarify Before Development Starts

• Which service receives the highest volume of citizen requests?
• What specialist systems must the app integrate with?
• Who are the user groups — citizens, administrative staff, or both?
• What accessibility and BSI requirements apply to this specific authority?

"An app's success is decided before the first line of code — in user research and product clarity." — Björn Groenewold, Managing Director, Groenewold IT Solutions