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The Landschaftsverband Rheinland, or LVR for short, fulfills tasks throughout the Rhineland in the areas of care for the disabled and youth, psychiatry and culture. As such, it is committed to an inclusive society in all areas of life.
Barrier-free advice portal for citizens with integration of OZG services (LeiKa)
The Landschaftsverband Rheinland (LVR) fulfills tasks throughout the Rhineland in the areas of care for the disabled and youth, psychiatry and culture. As such, it is committed to an inclusive society in all areas of life. After a multi-stage selection process, SUNZINET was given the task of implementing an advisory portal that makes the extensive advisory services of the LVR and its partner institutions available in a user-centered manner. The implementation of a very good user experience was one of the outstanding tasks. In addition, SUNZINET was given the task of integrating the LVR's administrative services, which must be digitized within the framework of the Online Access Act, into the citizens' portal in accordance with the specifications of the Public Administration Service Catalog (LeiKa). Particularly important in the project: the consistent barrier-free realization of the portal according to BITV NRW as well as the presentation of the offers in everyday language, easy language and sign language.
Our approach & solution
In order to implement the special requirements, we opted for a sophisticated, customized technical solution. The consulting compass is based on the FirstSpirit digital experience platform from Crownpeak (formerly e-Spirit). The system is supplemented by a product information management system (PIM), in which the data management for the complex advice center structures and the granular geographical responsibilities of the advice centers for the different catchment areas of the LVR are mapped. By means of an appointment system implemented for the LVR, users can make appointments with the counseling centers. Via an SAP connection, users can also identify personalized contact persons in the LVR departments by entering their postal code and last name or a business partner number. The powerful ElasticSearch search engine, a database for precise GEO localization and a display of the advice centers with the OpenStreetMap mapping software round off the system.
Implementation of online access set and authentication
The LVR's OZG services are managed in the Product Information Management System. By integrating LUCOM's form solution and online authentication with Servicekonto.NRW, users can use LVR e-government services in the advisory compass.
Focus on usability and user experience
Regular usability and user acceptance tests helped to understand the specific usage habits of the target group and to optimize the user experience accordingly. Tests were also conducted with users who have learning difficulties. An advice guide was integrated explicitly for this target group, which intuitively leads to the right advice topic in a simple question and answer dialog. To guide users not only digitally but also physically to the right counseling center, a route planner and a public transport connection have been integrated.
Users can intuitively find their way around the LVR's low-barrier advice portal and easily access the appropriate content - be it thematic information, advice centers or e-government services. Overall, we were able to prove once again in this project where our strengths lie: using a requirements analysis to find out exactly what our customers and their target groups need, translating the requirements into a good user experience, and implementing it in a technically effective way. In this case, this meant developing a barrier-free e-government system for the LVR that now provides all citizens in the Rhineland with easy access to the LVR's advisory services and services in the spirit of effective digital communication. And thus helps to provide citizens with support in challenging situations.
During the implementation of the web portal 'Beratungskompass' we were accompanied by SUNZINET GmbH during the entire course of the project and were glad to be inspired by ideas and suggestions that inspired us, especially in the field of user experience.Dr. Stephanie Schneider Product Owner Beratungskompass