Mobile Citizens' Office: Flexibility for Berliners at SCCON 2025!

Mobile Citizens' Office: Flexibility for Berliners at SCCON 2025!

In Berlin, the digital transformation of the administration is being driven forward by the introduction of mobile citizens' offices. These innovative offers enable citizens to use important services in a variety of locations throughout the city. As the Press and Information Office of the State of Berlin reports, a mobile citizens' office will be used at the Smart Country Convention (SCCON) from September 30th to October 2nd at Messe Berlin. There, visitors can use all services from a total of 45 regular Citizens' Office locations, which underlines the flexibility of the Berlin administration.

State Secretary Martina Klement emphasizes that the mobile citizens' offices represent a valuable addition to administrative activities. What was particularly striking was that 26 operations of this type were already organized in September 2023, while a further 24 are planned for October. Between 100 and 200 services are provided per campaign, making thousands of citizen's office appointments unnecessary each month.

Insight into city services

The mobile citizens' office is regularly used at various locations such as district festivals, in companies and when visiting authorities. An outstanding advantage: As a rule, no prior appointment is necessary, which makes access to administrative services easier.

From January to August 2025, the Berlin administration recorded a total of 1,195,609 swimming pool tickets in citizens' offices, which means an increase of 91,204 appointments compared to the previous year. These figures illustrate the increased need for administrative services: On average, 26,383 appointments were made per working day, which is 8,074 more than the average for the same period last year.

Digitalization as a cultural change

However, the digitalization of administration is not only characterized by mobile offerings. Digital change is described as a necessary cultural change that must be accepted by employees in offices and authorities. According to a survey by Next from December 2023, many employees are open to digitalization, but feel insufficiently involved in the process. The aim is to redesign personnel development and training and to promote agile working methods, as recommended in the Bitkom position paper from 2023.

Effective change management should therefore involve all employees. Thorsten Dirks, CEO of Telefónica Deutschland, emphasizes emphatically: “A bad process that is digitized remains a bad, digital process.”

Technology and mobility in administration

The implementation of digital tools, especially mobile applications, has great potential to make work easier in authorities. The need for exchange and data synchronization between the office and the field is evident. Specialist procedures in the public sector must be digitally mapped to increase efficiency, especially in times of staff shortages and budget cuts.

Digital solutions, such as digital accident recording in road operations, show how information reports can be recorded on site. This requires the appropriate hardware such as tablets or smartphones as well as software applications that are crucial for mastering work processes.

Data security is the top priority: the storage of data requires secured servers in accordance with the data protection regulations of the GDPR. Netwake offers support in the gradual digitalization of administrative processes and ensures that the introduction of new technologies can be uncomplicated and cost-effective.

With the growing range of mobile citizens' offices and advancing digitalization, Berlin's administration is not only becoming more flexible, but also closer to the citizens. These developments help to make administrative activities in the capital sustainable.

Further information about the mobile citizens' offices can be found on the website Press and Information Office of the State of Berlin. Detailed insights into the digitalization of administration can be found here Smart Country and specific instructions for action Netwake.