The study combines qualitative and quantitative approaches and included experts from professional practice.
Firstly, answers were collected from semi-structured interviews. This led to the development of challenges and, ultimately, solutions. The experts evaluated each of these via an online survey. In a final workshop, experts discussed the proposed solutions and developed a guideline with measures, requirements and best practices for a modern digital administration in Switzerland. The main points are summarized here:
- Customer centricity: A resident focused administration is crucial for the success of projects. This process starts as early as the initial phase, with a focus on recording citizens’ needs and the active implementation of feedback mechanisms such as focus groups. Early test versions and flexible adaptations based on specific feedback help to develop user-friendly solutions. Customer centricity does not end upon completion of the project, but continues into the operational phase.
- Cooperation: Successful collaborative projects require clear cooperation structures and commitment. Secure funding and mutual trust are needed to effectively include different stakeholders. Formally structured cooperation committees support the achievement of objectives and promote awareness of joint project requirements.
- Subsidiarity: A strong vision and shared identity are essential for the success of federal projects. The cantons play a key role as mediators between the federal government and the municipalities. At the same time, a defined legal framework should formalize voluntary cooperation by ensuring its binding nature.
- Tallinn declaration and standards: Interoperability and the “once only” principle should be implemented at all levels in the digital age. “Digital by default” should be established as the standard practice both within and between authorities. “Digital first” is still the most viable option for communicating with the population in the short and medium term. Existing legal regulations must be adapted to facilitate data exchange and support national standards such as eCH. Open source approaches and shared platforms such as Decidim play an important role here.
- Funding and resources: Funding should come through advance payments from financially capable players. It is advisable to deploy interdisciplinary teams with specific expertise in order to ensure sustainable projects. Agile and open-ended methods are recommended as particularly suitable options for customer-centred management.
These specific measures are aimed at ensuring user-centered, efficient and federal digitization of the Swiss administration and they are available to cantons and municipalities. Swiss Post supports public administrations on their digitization journey with its digitization solutions and data security.
The complete study