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E-government Platform ‘Digitale Stadt Graz’ (Digital City of Graz)

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Countries

Austria

Policy areas

Digital GovernmentHuman resources managementState governance and better policy making

Organisation name Landeshauptstadt Graz

Contact person: Mag. Verena Ennemoser

praesidialabteilung@stadt.graz.at

The platform www.digitalestadt.graz.at of the City of Graz is a completely new approach to digitise customer relationships. When setting the project, our targets for this project were to:

  • digitise customer contacts for all public services of the local government by providing accessible online forms;
  • launch a brand-new online platform for these services;
  • implement an advertising campaign to announce the new digital services.

With our efforts we created a benefit for the customer, providing 24/7 accessibility as well as a contemporary look and feel of the platform. From an organisational point of view, we reduced some of the front-office services, which were resource-intensive.

Prior to the project Graz offered 40 online forms and 160 downloadable forms. Downloads have one major disadvantage: media disruption. To sign a form, it has to be printed, signed, scanned again and uploaded. Since the launch of our project, the forms provide low-threshold and barrier-free 24/7 services. Online forms enable interfaces to software programs, and the acceptance is measurable by the form software.

Graz has received decisive inputs by attending national/international e-government-conferences. Best practices e.g. from Tel Aviv, Brussels, Issy-les-Moulineaux, Antwerp, Darmstadt and Vienna encouraged us to take an ambitious approach.

Our project is in accordance with, for example, the Digital Road Map, with Digitaler Aktionsplan Austria and the EU strategy Europe’s Digital Decade.

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