Bürgernahe, kundenorientierte Verwaltung

Modern administration is increasingly oriented towards a service-oriented approach. Under the keyword "proximity to citizens," citizens are increasingly understood as "customers." Against this backdrop, there is a growing need among administrations and their employees for support and guidance in the areas of customer contact and communication. This should primarily advance through digitalization and be addressed during training. The book aims to promote citizen proximity and customer orientation. It engages with "citizens and administration" with the goal of exploring opportunities for citizen proximity through digitalization. The topic must be addressed already in training. Its success will be evaluated through a learning outcome assessment in the form of a questionnaire to be created. The book also provides a ready-made questionnaire for practical use.