FROM GERMANY

Dominik Boelhoff, Germany 115 Project Manager,

German Federal Government Interior Ministry

Cisco
Presentation_ID © 2006 Cisco Systems, Inc. All rights Confidential 1
 2

Public Service Number D115

A change in service culture in public administration
Working together to serve the public

World egov Forum 2010

Dr. Dominik Böllhoff, D115 – Project Manager

Why a Public Service Number?

Citizens’ preferences for interacting with government agencies…

No preference (1 %)

Via the Internet (6 %)

By mail (9 %)

By e-mail (9 %)

Personally (60 %)

By phone (55 %)

(multiple answers were possible)

Basis: Germany, population above the age of 18

Source: Basis:
OpinionDeutschland, Bevölkerung
poll conducted ab 18 Jahre
by the Allensbach Quelle:
Institute in
2009 Umfrage des Allensbach-Instituts 2009
 4

Service commitment - What can D115 do?

Service hours:
Monday - Friday
8 a.m. - 6 p.m.

% of enquiries resolved during first contact Service Level: 75/30

D115 Reception quota:
Service commitment 90%

Currently 80% Current ratio: 80/30

Quality of contact: 94%
friendly and helpful

(*) 75 % der Anrufe werden innerhalb von 30 Sekunden angenommen

 5

D115 Service Structure

( Calls from citizens, businesses, institutions and public
administrations
Region 1 Region 2 Region 3 Region N
Local level
Level 1 (1st level)
D11 D11 D11 D11
5 5 5 back office
*) 5
front office front
backoffice front office front office
back office office
… back office

Communal State level Federation Federal Employment German pension Administration N

level Agency insurance
Local, state, and
federal government
D11 D11 D11 D11 D11 D11
level; other
administrations
5 5 5 5 5 5
front
back office front office front
back office Front office front office front office
office
Level 2 (2nd level) office back office office back office back office
… back
Local State Federal Federal Pension Insurance Administration
government govenment government Employment Fund N
Competent specialists Agency
Level 3 (3rd level) competent competent competent competent competent competent
authority
competent authority
competent authority
competent authority
competent authority
competent authority
competent
authority
competent authority
competent authority
competent authority
competent authority
competent authority
competent
authoriy authority authority authority authority … authority
*) call is directly passed on from front office or ,after pre-processing , from back office as registered
ticket/file
 6

Participants in the D115 pilot Status as of June 1, 2010

Coverage D115-Service
13 million inhabitants

Participating municipalities Participating Länder

Berlin
Hamburg
In Lower Saxony:
• Oldenburg Berlin
in Baden-Württemberg: Hamburg
• Bodensee County Hesse (through)
in Hesse: • Darmstadt Regional Commissioner‘s Office
• Frankfurt am Main • Giessen Regional Commissioner‘s Office
•
Kassel • Kasel Regional Commissioner‘s Office
•
Main-Taunus-County incl. all North Rhine-Westphalia
municipalities belonging to that county
• Offenbach
Federal administration
in North Rhine-Westphalia:
• Aachen Federal Chancellery
• Arnsberg  Press and Information Office
• Bielefeld 
Foreign Office
• Bonn 
Federal Ministry of Labour and Social Affairs
• Dinslaken 
Federal Ministry of the Interior
• Dortmund 
Federal Ministry for Family Affairs, Senior Citizens, Women and Youth
• Düsseldorf 
Federal Ministry of Transport, Building and Urban Affairs
• Duisburg 
Federal Ministry of the Environment, Nature Conservation and Nuclear
• Hürth Safety
• Cologne 
Federal Ministry of Defence
• Leverkusen Town
County

Federal Ministry of Economics and Technology
• Rhineland Regional Council 
German Federal Pension Insurance
• Mülheim/Ruhr Regional
Commissioner‘s Office Icustoms Information and Knowledge Management


• Münster Federal Statistical Office

• Neuss 
Tax Information Centre
• Remscheid 
Federal Office for Migration and Refugees
• Wuppertal

• Lippe County; Bad Salzuflen

• Rhein-Erft-County (Hürth, Frechen)
• Rhine-Berg County (Bergisch Gladbach)
D115 Public relations work on the ground

Town Hall of Kressbronn:

Mayor Edwin Weiß, Peter
Sauter and Andreas
Wagner, both heads of
departments in the County
District Office

Bus in Hamburg

The the county

administration’s
J.P.Morgan runners
with District
Administrator
Berthold Gall and
District Councillor Advertising in the
Michael Cyriax (both County of Lippe
in the front)
Quelle: Kreisausschuss,
Main-Taunus-Kreis
15 months of D115 pilot operation “at a glance”

81 % of the population welcome the existence of a single government service number.

•

About 2.5 million calls from citizens have been received since the start of the D115 pilot
•

project.

•More than 80% of calls have been dealt with conclusively during the first call.
•More than 80% of calls have been answered within 30 seconds.
•Service commitment : high level of service through cooperation among the SCs.

•Since 26.4.2010: the D115 videophone has made D115 accessible for the deaf and those with
impaired hearing.

The technical components have worked reliably.

•

The local identity has been maintained.

•