Wenn Bund und Länder Gesetze
beschließen, die die kommunale Ebene
betreffen, sucht meist jede Kommune ganz individuell
nach Wegen, diese umzusetzen. Wird etwa eine neue Verwaltungsleistung eingeführt, gilt
es viele Fragen zu klären: Welche Informationen kommuniziert man den
Bürger:innen auf der Homepage der Kommune, bei der Telefonauskunft oder dem
Serviceschalter? Wie gestaltet man das notwendige Formular (analog und online) zum neuen Service? Und wie soll der
interne Bearbeitungsprozess – am besten
unterstützt durch IT – aufgesetzt werden?
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