Concern management

from Wikipedia, the free encyclopedia

Under concern management online based are software systems meant that allow site-specific concerns, comments and requests of users of public services and publicly filed visible and are mostly answered in the same way from the manufacturer. Concern management is used as an e-government or open government offer, primarily by the public sector to optimize its own services and increase efficiency.

functionality

Users of a service can use concern management to provide public information on the quality or deficiencies of the offer, whereby the user input is usually linked with a binding location. The service provider takes care of the relevant issue and gives - also publicly - feedback via the issue management as to whether and when the deficiency will be remedied. The central distinguishing feature of concern management compared to conventional methods of private customer service ( e.g. complaint management ) is the publicity of the input and the feedback, as well as their location-specificity. A typical application would be a city ​​administration , which collects information on deficiencies in city services (e.g. pavement damage, wild rubbish dumps , failed street lamps).

The advantage for the users of concern management is that they can express their concerns via low-threshold access at a central location without first having to research the relevant department of the service provider. The public visibility of the matter also creates a certain pressure on the provider to actually take care of the information. The service provider, in turn, benefits from an increase in the efficiency of its services, since the effort required to research defects (e.g. inspection drives to identify defective street lamps) is partially taken over by the user ( crowdsourcing ) and can thus be dispensed with or at least significantly reduced. At the same time, the number of concerns brought to the service provider is reduced, since multiple reports by the public of the concerns can be avoided.

Creation, implementation and dissemination

The first issue management system to be used on a large scale was FixMyStreet, launched in the UK in February 2007 by the civil society organization mySociety . To date (as of May 2014) around 450,000 issues have been entered and processed there. Due to its great success, offers based on FixMyStreet were later introduced in a few other countries ( Brazil , New Zealand , South Korea ), although the acceptance of use is very different.

In Germany , too, a number of similar offers emerged that are also operated directly by the municipalities. The state of Brandenburg has been using the Maerker.Brandenburg service since September 2009 , in which 38 municipalities in Brandenburg are now (as of February 2012) participating. As a result of a cooperation agreement, the offer will be gradually extended to Berlin from 2012 , with Lichtenberg as the first pilot district to take over the offer. In 2010, the district of Osnabrück introduced the open source program Mark-a-Spot . Initially also used to identify grievances in the district, it has been used since 2011 to identify sights and special places in the district. In September 2011, the city launched Friedrichshafen in cooperation with the project -City T offering Season but that in May 2014 in cooperation with who thinks what GmbH with several innovative features such as the vote on particularly relevant topics as well as integration in the service center 115 was expanded. Another special feature is the integration as a joint service of the Bodenseekreis district and the city of Friedrichshafen. In 2011, the Dormagen deficiency reporter was introduced in Dormagen . At the beginning of 2013, the so-called Bürger-Echo started in Ingelheim, which, in addition to reporting deficiencies in the cityscape, is particularly intended to encourage citizens to submit ideas for urban development. The concern management service GE-Report of the city of Gelsenkirchen received an award as a best practice example and as one of the best systems in North Rhine-Westphalia as part of the GREEN online check 2014.

In 2013, the city of Bonn introduced concern management with an Open311 interface based on the open software Mark-a-Spot (Drupal). The city of Gießen followed the same system at the beginning of 2014. In 2014, the city of Bad Orb introduced a system that is used by citizens and administrative staff alike and which transfers messages directly to the control software used via an interface.

The concern management tool developed in Austria is already used in over 80 municipalities in Tyrol, Vorarlberg, Upper Austria, Salzburg, Baden-Württemberg, Bavaria, Saxony-Anhalt and North Rhine-Westphalia for communication between the city administration and citizens.

The seeklickfix app is to be seen as a commercial variant, since municipalities can use the app for money.

Individual evidence

  1. ↑ website of the offer fixmystreet.com UK (English).
  2. ↑ Maerker Brandenburg - home page. Retrieved February 10, 2019 .
  3. ↑ Internet site for the “Sag's noch” offer in the city of Friedrichshafen.
  4. ↑ Press release ( Memento of the original dated May 13, 2014 in the Internet Archive ) Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. the city of Friedrichshafen at the start of concern management.  @1@ 2Template: Webachiv / IABot / www.bodenseekreis.de
  5. ↑ Announcement ( Memento of the original from July 14, 2014 in the Internet Archive ) Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. of the Bodenseekreis to the voting function of the portal "Sag's noch".  @1@ 2Template: Webachiv / IABot / www.bodenseekreis.de
  6. ↑ Website of the Dormagen Defect Reporter offer .
  7. ^ Website of the offer Bürger-Echo Ingelheim .
  8. ↑ Website of the GRÜNE Online-Check 2014 ( memento of the original from June 10, 2014 in the Internet Archive ) Info: The archive link was inserted automatically and not yet checked. Please check the original and archive link according to the instructions and then remove this notice. . @1@ 2Template: Webachiv / IABot / gruene-fraktion-nrw.de
  9. ↑ Internet site of the concern management Anlegen.Bonn.de of the city of Bonn.
  10. ↑ website of the concern management deficiencies detector casting the town of Giessen.
  11. ^ Website of the " Citizen Registration" offer of the City of Bad Orb Citizen Registration Bad Orb .
  12. ↑ Website of the offer buergermeldung.com
  13. ↑ SeeClickFix. Retrieved June 7, 2019 .

literature

  • Maria Brückner: "Geocentric Crowdsourcing" and "Collaborative Administration" - What does concern management do? . Blog entry on http://arbeitsweltdergeographie.com , January 11, 2012.
  • Jean-Pierre Winter: We need standardized and easily accessible platforms for administrative services . Interview on Government 2.0 , March 29, 2010.
  • State Center for Civic Education North Rhine-Westphalia: E-Participation: Frank Schiersner , 4 parts. Video interview, in: E-Democracy (video podcast series), no year. Online source