Life situation (e-administration)

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Life situation describes a thematic structuring criterion for administrative services in communication between authorities and customers within the framework of the life situation principle (also life situation concept). A situation in life is by definition "the abstract designation of a need, a wish, a right, an event or a duty of the citizen, which arises in a phase or situation in the life of the citizen and which comprises a set of actions, services (public, semi-public, nonprofit and / or private) and information and at least one interaction with the public administration . "

classification

Life situation as a structuring criterion are thematically classified in the life situation principle (also: life situation concept). One approach with which politics and administration respond to the demand for more customer orientation and higher service quality in public administration is the attempt to bundle administrative services according to so-called life situations. The bundled provision of information and public services should consistently focus on the needs of the customer and relevant target groups - regardless of whether the services in the public administration are produced internally according to local and technical responsibilities. The overriding premise of the life situation concept as part of a customer-oriented administrative modernization is to pick up the citizen in their diffuse everyday situation and to guide them through this entire life situation by informing them about all relevant aspects and actions - but also options for action.

Differentiation from sociological poverty research

The term life situation (eAdministration) is differentiated from Otto Neurath's term life situation (social poverty research) , which is also used in the field of public administration and is a homonym to the term described here. Despite having the same name, Neurath's approach is based on a different meaning.

Examples

General examples of life situations are:

  • Marry
  • birth
  • Start of training

Target group-specific examples for seniors:

  • retirement
  • Leisure time
  • Family and partnership
  • Need help at home
  • Financial support
  • Mobility in old age
  • safety
  • Living
  • Health and wellbeing
  • Take precautionary measures (power of attorney and dispositions)
  • Death
  • ID cards, documents, certificates
  • Tax and duty

literature

  • Müller: The concept of life situations in the provision of public services - using the example of the target group seniors. Fraunhofer Verlag, Berlin 2010, ISBN 978-3-8396-0169-3 .
  • Müller: Life situations for structuring citizen services. In: Schwabe (Ed.): Citizen Services. Basics - characteristics - design - potential. edition sigma, Berlin 2011, ISBN 978-3-89404-841-9 , pp. 71–91 ( e-government and the renewal of the public sector. 11).
  • von Lucke: high-performance portals for public administration. 1st edition. EUL, Lohmar 2008, ISBN 978-3-89936-645-7 ( Business Informatics. 55).

Individual evidence

  1. ^ Müller: The concept of life situations in the provision of public services - using the example of the target group seniors. Fraunhofer Verlag, Berlin 2010, ISBN 978-3-8396-0169-3 , p. 26.
  2. ↑ von Lucke: high-performance portals for public administration. 1st edition. Lohmar: EUL, 2008, ISBN 978-3-89936-645-7 ( Wirtschaftsinformatik. 55), p. 221.
  3. ^ Müller: The concept of life situations in the provision of public services - using the example of the target group seniors. Fraunhofer Verlag, Berlin 2010, ISBN 978-3-8396-0169-3 , p. 46.

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