Management advisor
Administrative advisors are intermediaries between the administration and citizens or companies. They facilitate access to administrative services and channel communication and transactions with the administration . The complexity in organization and process is summarized by the management consultant and prepared for the customer as required. Organizationally and technically different models are implemented.
Typical examples of consultants are tax consultants , pension consultants , debt advisors , architects or lawyers . Looking at the various models, it becomes clear that not all consultants are exclusively concerned with administration. Rather, many orientate themselves towards specific specialist areas and a broad range of services. This facilitates the preparation of knowledge and specific advice in a technical context. With this in mind, the management advisors serve customers partly in accordance with the life situation principle . Approaches for overarching advisory activities remain open, as these cannot yet be organized or implemented. Some of the various advisors are organized in umbrella organizations.
Lawyers can be regarded as a special form of administrative adviser. They enable customers to receive individual legal advice and legal representation. The focus is therefore on the presentation of the individual legal situation. However, individual customer-specific analysis and advice is not necessary for every consultation. Other administrative advisors concentrate on communication and transaction with the administration in terms of process management.
Administrative consultants can have different legal and organizational structures. This applies in particular to the internal and external relationships . Examples of the different positioning are front offices, service facilities, cooperations and external consultants. In practice, there are all forms of this, from citizens' offices to private advisors. A clear distinction is possible based on the sponsorship. A distinction is made between public, private and community. In the case of public sponsorship, the administrative advisor is bound by the instructions and guidelines of the administration. With private sponsorship, the management advisor acts as a professional customer to the administration. In this case, there is a contractual relationship between the management consultant and the customer. Joint sponsorships are rare, as a large number of legal problems, coordination and cooperation must be clarified.
Administrative consultants use various systems for advice and processing. This includes in particular portals , collaboration platforms and assistance systems . In combination with a uniform appearance, these topics are closely linked to approaches to one-stop government .
The process for a consultation with the administration is structured in the following phases:
- Customer reception
- consultation
- Application acceptance
- Transaction with administration
- Control of the process flow
- Handover of administrative services
- Billing
When accepting a customer, the customer is identified and his data is recorded. Furthermore, the technical context for the problem is recorded and, if necessary, other administrative advisors are called in. In addition, the legal relationship and the scope of services for advice and transactions are defined. This is followed by advice and assistance. The administrative advisor can then record the case information for the application for benefits and communicate with the administration. During the phase of processing the administrative service by the competent authority, the administrative advisor must also check the process and, if necessary, make inquiries. The transaction is ended by the provision or handover of the administrative service and the billing.
literature
- Christian Breitenstrom, Klaus-Peter Eckert, Jörn von Lucke: EU-DLR - point of single contact - framework architecture and technical solution proposal . White paper. Fraunhofer Institute for Open Communication Systems, Berlin February 15, 2008 ( fraunhofer.de [PDF; accessed on November 22, 2014]).
- Jörn von Lucke: High-performance portals for public administration (= business informatics . Volume 55 ). Josef EUL Verlag, Lohmar / Cologne 2008, ISBN 978-3-89936-645-7 .