Today, customers expect speed and flexibility - especially from public administrations. Thanks to high-level workflow optimizations, Wachenheim municipality can offer both through online appointment scheduling and document collection services.

The FrontDesk system from Denmark was introduced for online appointment scheduling. Appointments can not only be booked 24/7, but customer concerns can now often be served on the same day. In order to collect pre-ordered ID cards and documents without an appointment, regardless of opening times, the document collection box from Biometric Solutions was purchased. Through agile project management, I was able to establish both systems after just six months.

The appointment management system FrontDesk reduces waiting times for customers to zero! The pickup of ID cards and documents is now also possible outside of regular opening hours using the document delivery box. FrontDesk and document collection box by Biometric Solutions - a real step towards greater customer satisfaction in the public sector!

My current employer rolled out a Content Management System as a core product for digital file processing. Employees lacked prior knowledge of CMS functionalities and required in-depth training.

I utilized my coaching and technical skills (i.e., Adobe Illustrator, Premiere Pro, After Effects) to establish a comprehensive training concept which features a 20-part video course. Key functions of the CMS software are presented in 5-15 minutes long video segments. In addition, complementary manuals and FAQs were made available in the intranet.

To this day the video-based training saved more than 10.000 € in annual costs in comparison to traditional on-site training.

How does the organization of tomorrow look like? We know customer service is going to be digital wherever possible. To offer digital services that make sense, it's smart to have a plan.

I developed a digitalization strategy for a government body serving more than 10.000 citizens. The document features a roadmap with detailed SMART goals. It focuses on optimizing the three pillars of hardware, software, and workflows, which, in turn, positively affect employee satisfaction and customer service.

Inefficient workflows don't just lead to shortfalls in customer service. They are a main cause for employee dissatisfaction. Digitalizing paper-based workflows and optimizing established processes is an essential part of my day-to-day work.

I analyze existing workflows and propose steps for process optimization. By pairing analytical skills with coaching tools, I enable individuals and whole departments to streamline their processes. Techniques I frequently use include Scrum and Agile Project Management.

Example: Digitalization of an appointment booking process has led to a 50 % decrease in phone calls. Customer waiting times could be reduced by more than 75% in 2022.

Frequent employee turnover, high rates of absence, lack of goals, and unclear communication are typical challenges organizations with a "traditional" mindset are faced with.

Strategy consulting, video training courses, and workflow optimization - No matter the project, my work always takes into the account the BIG PICTURE. I look at all the "moving parts" when I consult with organizational leadership to trigger change processes.

Today, successful change management on an organizational level must focus on people. As such, it's paramount for organizations to enable purpose-driven leadership and understand human behavior.  

My current employer used outdated hardware in 2021. This led to frequent interruptions during daily operations, which caused excessive workload for my team of IT specialists. In addition, remote working during the COVID pandemic was largely impossible.

I led the project to upgrade 50 workstations to standardized digital workspaces - from the ideation phase to putting hardware on desks. These DWs now enable a clean desk policy and consist of a laptop, dual screen setup, cordless devices, headset, and a software-based phone solution.

First-level IT support requests have been reduced by over 85 % thanks to standardized equipment. Today, the entire workforce is able to work remotely and communicate seamlessly.