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Source: DGB – Bundesvorstand07.08.2019 E-Government“Denmark is organize by digitized”DGB Vice-Elke Hannack to visit in Kopenhagenvon Kerstin Deppe daycare, the divorce or the pension: The anything goes in Denmark, digital, without long queues at the office or complicated application forms waiting. Why is the small country in the digital management so far? And what does this mean for citizens and Employees? A track search in Copenhagen.

DGB / Jan Piegsa pioneer Denmark. So it is to live in a country that is fully digitized

The citizens ‘ centre in Frederiksberg, on a normal Wednesday morning. A large and bright room, a few Service-Desk, Info-panels, self-service Terminals. It is quiet and little, of crowds and queues, no trace. And with good reason: Like all Danes, and Danes, the inhabitants of Frederiksberg do the vast majority of authorities Affairs by the click of a mouse from home. And if you must appear in person at the office to apply for a passport, arrange for an appointment in advance, online, of course. A check list of what documents you should bring to the appointment, they get automatically included – so that everything runs quickly and smoothly.Frederiksberg is one of 98 municipalities in Denmark, and a Station on the Copenhagen-journey of the DGB Vice-Elke Hannack. Together with colleagues she is in may 2019 for three days in the Danish capital on the road to find out what our neighbors are doing in the digital management differently, and whether their model could be transferred to Germany. To do this, has met trade unionists and scientists, with politicians and employees spoken to, the authorities and the ministries visited.

Champion of the world in digitalisation and be happy why Denmark? The country is regarded internationally as a pioneer in the digitalization, not only in the administration. The European digitisation index (DESI) is located in Denmark on 1st place, Germany is only on place 14. Also the World Happiness Report, Denmark has for years been at the front. This may be a good Work-Life Balance, to the flat hierarchies and the relatively well-balanced income structure. To splurge with his money is frowned upon in Denmark, tax evasion also. Whether a private individual or company: each and Every has to be its social responsibility, the General attitude in the population.Perhaps the Danes and the Danes are also happier than others, because they have to spend less time with bureaucracy, with visits to the authorities, applications and forms. In 2001, the Danish state has begun to develop a digital infrastructure

Great Confidence in the StateThe flip side of the coin: when everything is networked with everything, from the hairdressing appointment to the tax return, and all authorities and institutions exchange data with each other, people are practically glassy. But unlike in Germany there are hardly any reservations in Denmark. “Basically, there is a great deal of trust between the citizen and the state,” explains Hans von Schroeder – and the German delegation hears this phrase again and again during their visit to Denmark. While many Germans see the risks in digitalisation and are afraid of possible misuse of the data, the Danes trust that the state will carefully handle their information and use it for the benefit of the citizens. This is another reason why there is a great deal of openness to new technologies, as well as a high level of flexibility and willingness to accept digital offers. Even if the risks are well known, hardly anyone here wants to miss the conveniences that digitization brings. “The tax declaration takes us three to five minutes,” says Majbrit Berlau of the Danish Trade Union Confederation FH. “We have everything on the phone, that’s a big advantage.” Digitization brings a clear benefit to people, it saves time and makes life easier. The disadvantages are as happy as hidden. Also Nicola Hepp sees it that way. For the young doctor from Germany, who has been living and working in Denmark for a few years now, digitization is a big plus in quality of life: “I would like to go back to Germany someday,” she says. “But the thought of the bureaucracy there scares me off. If you know how easy it is in Denmark, you can not imagine it any other way. “The fact that all their data is collected centrally in one place is no threat to them. On the contrary: “I have an overview at all times and can see who accesses my data when. Everything is regulated, I do not have to worry about almost anything anymore. That creates transparency and gives me freedom. “

DGB / Kerstin Deppe

Born out of necessity: How it all begannDie digitalisation of the Danish administration begins in the 1970s. By the oil crisis, the country is in a difficult economic situation and is looking for ways to reduce costs, including through the modernisation of the public administration. In 1983, computers are used to paper costs to be poorer, to work cheaper and more efficiently. Today, the Danish state is digitized, the communication with the business community and the citizens of runs almost exclusively on portals such as

E-Government in Denmark

1983Die Reform of the management startet2001Staat and state associations to develop a national Digitalstrategie2004Die E-invoice is eingeführt2006Die digital signature will be introduced to the hand-written gleichgestellt2007NemID and digital Post since 2014the digital communication with public authorities is mandatory for all citizens. Also social services will be handled digitally.

“It’s a permanent trip,”pragmatism prevails and “digitization is a great thing”: That is the prevailing opinion in the population. But how to see the Deal in public administration? “The mindset has changed radically, the mental conversion for the people who work here was tremendous,” says Merete Elisabeth Røder, the head of the Bürgeramts in Frederiksberg.With digitisation have not shifted, only the tasks, the role of employees has changed: away from the specialized experts, to the all-rounder, to a service provider that supports the visitor, the use of self-service Terminals properly. “You have to be fast, always on new cases and people, and with many different Services and techniques are familiar,” says Røder. This requires a high degree of independent Thinking and Acting, and ongoing Learning: “One of us is always to training. The demands on employees are constantly changing, it is a permanent journey.“

“If you’re not open to change your attitude to your job, then you have no place here.”(Team leader in the municipal of Frederiksberg)

Change, fear and optimismWho can not or does not want to join this journey has bad maps. Niels-Erik Mathiasen knows that too. He is a service employee at the Bürgeramt Frederiksberg and a union representative of the 62 employees here. “My boss told me then: It may be that you do not like that, that there are so many changes. But if you’re in the civil service, then you have to be prepared that you always have to learn new things. When I was hired I only had passports and driving licenses, today I can handle all sorts of things. This has made my everyday life more varied. If you join in this development, are open and not hidden, then you can be there. If not, it will be difficult. “This flexibility is a major challenge for many employees. The fear of losing jobs through the use of machines and robots also plays a role. However, nobody is quit recklessly here, assures Kwestan Sharif, team leader in Frederiksberg. “We try to consider individual wishes and abilities as well as possible. If someone does not want to work in customer service, we’ll see to it that he or she is being used at another location. There are internal trainings, courses and seminars in which the necessary knowledge for new tasks is taught. When changing over to telephone customer service, each employee is also supported by a personal coach. “Another important aspect: the changeover to new techniques and work processes does not take place abruptly, but in many small steps. And: “We involve the employees in the changes and involve them in the processes, let them have a say and help shape them,” says Kwestan Sharif. Perhaps this is one reason why, despite all the challenges and fears that exist, employees are generally satisfied and appreciate the new, varied work. “There is a lot of optimism and energy, and a positive approach to dealing with difficulties,” says scientist Anja Svejgaard Pors, who is researching the changed working conditions of public administration employees. “I did not expect that.” Hej kolleger! The DGB delegation visits the Danish Trade Union Confederation FH. DGB / Kerstin Deppe

Digitisation authority and eGovernment feast of the new solutions to be developed jointly by the municipalities, the länder and the state. For the Central coordination and Administration since 2011, a government Agency, the digitization of authority. It is part of the Ministry of Finance, and now employs over 280 people. Tendency: ascending. “We define all of the 5 years, the Agenda for the next few years,” says Lucia Velasco Mena, one of the employees there. In the development of new processes efficiency plays a role, but also dealing with societal challenges such as demographic change or the shortage of skilled workers. “It is not about savings and redundancies, but has to manage the work force and to use technical solutions, and support,” said Velasco Mena.Companies realized the solutions almost exclusively by private IT. For each project, many different companies need to be requested, solely for tendering projects, the state gives out every year, 1.4 billion Danish crowns, the equivalent of around 188 million euros. Some of the companies working for the public administration, the Confederation of German Delegation to the eGovernmentLab in the premises of the Danish foreign Ministry. Also, German companies are in the process and it also presents ideas and concepts for the German administration. Implementation: not yet open.

What we can learn from Denmark Can the Danish success model be transferred to Germany? This is the central question after three days in Copenhagen, with many talks, suggestions and impressions. Clear answer: no. The structural and historical differences alone are too great for that. Denmark is a small country with 5.6 million inhabitants and a decade-long digitization tradition. Around 83 million people live in Germany, there are 16 federal states and 10,000 communities. This greatly limits the possibilities for experimenting and simply testing new solutions. The cooperation of the individual actors is much more complex, in many areas there is a lack of experience. The fundamental attitude of the people – the great trust in the state, the flexibility and the openness to technology – is a major difference. That is one of the reasons why a lot of what has long been self-evident in Denmark can not be realized in Germany in the long term. Even if not everything is possible or desirable, such as the high degree of privatization, we can definitely learn from our neighbors. “In order to push ahead with digitalisation in Germany, we need a coordinating body, as in Denmark, with sufficient staff and competencies to bring the projects and activities of the federal, state and local governments together in a stronger and more strategic manner than before,” says DGB Vice-President Elke Hannack. “We also saw that digitization can only work if the employees and their stakeholders are involved. In order to create the necessary openness for the employees, further education is essential. You can also be scared to stay on track for changes. “

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