The digitalization of government services at the federal level is a critical step in modernizing processes and providing citizens with better access to public services. A consulting firm supported this transformation process for a limited period of time, generating valuable knowledge about procedures and best practices. After the consultancy ended, the authorities were faced with the challenge of using this knowledge independently to continue the digitalization process successfully. It was therefore essential to structure the knowledge base and ensure its long-term accessibility.
Our team developed a comprehensive strategy for organizing and delivering knowledge to ensure the agency's long-term success. First, a detailed project timeline was created, clearly defining each step. A kick-off workshop with all relevant knowledge holders ensured that all stakeholders were aligned and involved.
The technical capabilities of the existing platform were thoroughly evaluated to ensure it met the requirements. A clear content structure was then developed and agreed with stakeholders. The content was created by knowledge holders within the authorities and then optimized by our team, both in terms of content and visuals.
A rights management concept was implemented to ensure that only authorized persons had access to the knowledge pages. After final graphical and structural optimization, the knowledge pages were published and made available to the authorities.
The result is a structured, easy-to-use and secure knowledge platform that provides all relevant information on digitizing government services. Governments can log in to the platform and find detailed guides, supporting documents and best practices that will greatly facilitate the digital transformation process. The platform is scalable, meaning that additional content and features can be added in the future to meet the ongoing needs of government agencies.
Through a structured approach and close collaboration with knowledge holders, a sustainable knowledge management system was created that not only meets the agency's current needs, but also contributes to the long-term optimization of government digitization.