Customer friendliness and the simplification of processes are becoming increasingly important in public organizations . Nevertheless, the perspective of citizens is often overlooked when public organizations design processes and services. In particular, the rise of information and communication technologies (ICT) has led taxpayers to increasingly compare the public sector with the private sector and demand better customer service . However, the public sector is still lagging behind certain seamless user-centric experiences from the private sector . Reasons are stagnating resources, a lack of inhouse ICT competences, and new forms of complex crises (e. g. climate and refugee crises, or COVID) that are no longer solely affecting one department of an administration but rather call for cross-divisional cooperation and coordination.
To address these challenges, innovative concepts and methods are developed in several research streams with the overarching goal to increase the citizen-orientation in public organizations and respond to the higher demands of citizens. We can offer our practical and theoretical expertise for innovative concepts and methods like the following: