Translated from the German original. Read the original in German.
Public administration is currently investing heavily in new software solutions, platforms and digital processes. Specialist administrative applications are being modernised, files digitised, portals built. The technical transformation is under way – on paper, at least.
Yet one decisive factor is often underestimated: people.
In many projects, change management is sadly the first item to be cut when money gets tight. I come across this again and again.
The change strategy is where the savings are made. Workshops are scaled back, communication is cut, training is postponed. What looks at first like a simple cost-cutting measure is in fact a strategic mistake with long-term consequences.
Because digitalisation does not just mean new technology.
It means new ways of working, new roles and often a new understanding of what public administration is.
When new systems are rolled out across the board – from document management and specialist applications to AI-based tools – the working day of thousands of employees changes. Without targeted support, the following are almost inevitable:
• Uncertainty and resistance
• Inefficient use of the new systems
• Shadow processes alongside the official solution
• Frustration among staff and managers
• And ultimately, less impact from the investment
Particularly in public administration, which is strongly shaped by stability, legal certainty and established processes, change needs structure, communication and participation.
Good change management means:
✔ Involving managers early
✔ Actively engaging staff
✔ Explaining benefits and goals transparently
✔ Providing training and learning formats
✔ Making room for questions, feedback and adjustments
Digital transformation does not succeed through software alone. It only succeeds when people understand it, accept it and actively help shape it.
That is why change management should not be treated as an optional “soft factor” but as a decisive investment in the success of digitalisation.
Or to put it another way:
⚠️ The most expensive software is the software nobody uses properly.
If we want a modern, high-performing public administration, we must invest not only in technology – but just as much in the people who work with it every day.
