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A lot of people associate visits to public authorities with long waiting times, confusing forms and the search for the right contact person. Some of you have probably been wishing for some time that you would no longer have to undergo these long processes. After all, there are so many other things you can do with paper, such as making flying objects. But, seriously, it could be so easy. And it is possible. Karsten Packmohr, gives a small insight into his job at virtual7 and shows how digitalization can make this wish come true. At least a little part of it.

WHAT PROJECT ARE YOU WORKING ON?

I am currently on a line team. My project, in which I was working since 2016, was finished in 2019 and now we are supervising a part of the modules developed in that project. Among other things, I was involved in designing the first version of the mailbox service. This service enables the Federal Employment Agency (BA) customers to send messages from the online portal directly to their service center. In addition, we developed another module that enables customers to receive online notifications and proofs from the BA. It is important to distinguish between notifications and proofs. Notifications are administrative acts, i.e. legally binding. They are currently only provided online as copies with watermarks. Due to the current legal situation, it is not yet possible to deliver these online with binding effect. Proofs are neither administrative acts nor legally binding; they are delivered as originals. No more paper will be sent. However, it must be said that not all documents are yet available as online versions. This, however, this is by far not all we do.

At the moment we are working as a team are to support the online application forms for short-time work allowance and vocational training allowance. A further module that we have also developed during the project is the performance display. It enables the customer to see what the BA has paid out in a certain context, such as unemployment benefit or vocational training allowances, in a certain period of time.

WHAT ARE YOUR SPECIAL SKILLS? WHAT MOTIVATES YOU THE MOST IN YOUR WORK AT VIRTUAL7?

What I am particularly good at is recognizing and understanding facts and working towards a solution to a problem in a goal-oriented manner.

On the one hand, I am motivated by working in a team in a wide variety of disciplines. On the other hand, it is a good feeling to create great “products” and to see that in the end you have actually achieved something for your customers. The certainty that customers will receive numerous notifications about the application that you have helped develop is enormously motivating.

WE SHAPE THE DIGITAL FUTURE OF GERMANY, WHAT DOES THAT MEAN TO YOU?

It means in any case that we are simplifying the forms that people are currently filling out at home or in agencies. However, filling out such an application can take a lot of time. Applications on paper are sometimes very difficult to understand. In the course of digitalization this means that it is possible to get almost all forms as online forms. This eliminates intermediate steps, that were required until now. In my opinion, this is a process that is very complicated in analogue way. You can simply submit your request more quickly online and filling out an application can be made much easier with the help of corresponding help texts.

WHAT IS THE MOST IMPORTANT ASPECT OF DIGITALIZATION?

The most important aspect of digitalization is that the services offered become easier and more accessible for people. This goes hand in hand with the Online Access Act, which says that most services must be made available online. That alone is why digitization is really important. It also means that it is easier to adapt an online application if necessary. As a result, it is no longer required to print out a completely restructured application for everyone and to retrain the employees. An online application can be adapted much faster and easier.

WHAT ARE YOUR HOPES REGARDING DIGITALIZATION? WHERE DO YOU SEE GERMANY IN 10 YEARS?

My hope is that many of the processes will be digitalized in ten years. But the question that arises is how well these processes are digitalized and integrated. At the federal level, efforts are currently being made to create uniform standards to ensure that different processes can be integrated better. Therefore, I hope is that in ten years’ time the various systems are developed to such an extent that the processes will be able to run smoothly.

"You can't just decide to digitalize everything and exclude a certain group of people."

DO YOU UNDERSTAND THAT THERE ARE PEOPLE WHO ARE RATHER CRITICAL TOWARDS DIGITALIZATION?

Digitalization is a matter of habit. I grew up with it. But there are people who are unfamiliar with digitalization. I can understand that some prefer to talk face to face with someone. If, for example, you’ve spent the last 40 years dealing with authorities in person and insisting on personal contact, I can fully understand that.

WHAT IS YOUR OPINION ON THE USE OF KI IN THE ADMINISTRATIVE SYSTEM?

The human component will still be needed even during digitalization processes. Of course, work is being done on chatbots and AI, which should be able to answer any questions that may arise. But there are always limits. For example, if the questions are very specific, or you don’t understand the chatbot. In such cases someone will still have to intervene manually. The forms will still have to be processed. The legislation in this context must not be forgotten. Is an automat able to decide: Whether you get unemployment benefits or not? Or does a person have to check a form? Of course, sooner or later AI will be a part of the entire process, as long as it can be used effectively. In my opinion, this will still take a while.

WHAT DO YOU THINK ABOUT KI MADE IN GERMANY?

This should definitely be pursued further. If we develop AI-based software ourselves or if we can keep up with our level of knowledge internationally, then this is an advantage for us as location Germany. Otherwise we will simply be left behind at some point. Above all, other countries are simply much larger, whether India, China or the United States, they simply have much more opportunities because the manpower available to them is much greater in comparison.

IS THERE ANYTHING YOU WOULD LIKE TO SHARE ABOUT DIGITALIZATION IN GENERAL?

I think digitalization is a great opportunity, because I personally don’t like to fill out paper applications by hand and send them by mail. Therefore, I am happy about every process that gets digitalized. The opportunity to submit forms from home by pressing a few buttons is great. In my opinion, the time that is needed to go through official procedures in person can be spent elsewhere. Digitalization makes life easier, if you are willing to accept it.