1 year of work!
It’s live: the updated #ServiceStandard is there — with the first version of a brand-new website on the new government domain:
servicestandard.gov.de
It’s live: the updated #ServiceStandard is there — with the first version of a brand-new website on the new government domain:
servicestandard.gov.de
Der Servicestandard
Der Servicestandard setzt Maßstäbe für digitale Verwaltungsangebote: 13 Kriterien für Verständlichkeit, Sicherheit und Orientierung an den Bedürfnissen der Nutzenden.
servicestandard.gov.de
June 5, 2025 at 11:19 AM
1 year of work!
It’s live: the updated #ServiceStandard is there — with the first version of a brand-new website on the new government domain:
servicestandard.gov.de
It’s live: the updated #ServiceStandard is there — with the first version of a brand-new website on the new government domain:
servicestandard.gov.de
It took a while – but our #ServiceStandard team at @digitalservice.bund.de has grown much!
We are 10 people now:
• 2 content designers
• 2 software engineers
• 1 service designer
• 3 transformation managers
• 1 comms lead
• 1 supporting me 👋🏻
It’s bigger than the previous team I led at 🇬🇧GDS in 2020
We are 10 people now:
• 2 content designers
• 2 software engineers
• 1 service designer
• 3 transformation managers
• 1 comms lead
• 1 supporting me 👋🏻
It’s bigger than the previous team I led at 🇬🇧GDS in 2020
July 22, 2026 at 12:21 PM
It took a while – but our #ServiceStandard team at @digitalservice.bund.de has grown much!
We are 10 people now:
• 2 content designers
• 2 software engineers
• 1 service designer
• 3 transformation managers
• 1 comms lead
• 1 supporting me 👋🏻
It’s bigger than the previous team I led at 🇬🇧GDS in 2020
We are 10 people now:
• 2 content designers
• 2 software engineers
• 1 service designer
• 3 transformation managers
• 1 comms lead
• 1 supporting me 👋🏻
It’s bigger than the previous team I led at 🇬🇧GDS in 2020
Did a podcast in German — on #ServiceDesign in the public sector and the role of the #ServiceStandard in government transformation.
🇩🇪 🎧
🇩🇪 🎧
Martin Jordan: Servicestandard als Hebel für digitale Verwaltung?
why – ein Service Design Podcast. · Episode
open.spotify.com
July 3, 2025 at 4:24 PM
Did a podcast in German — on #ServiceDesign in the public sector and the role of the #ServiceStandard in government transformation.
🇩🇪 🎧
🇩🇪 🎧
We have a statutory instrument!
Today, the German #ServiceStandard has been decided to become mandatory.
The 16 CIOs of the federal states and the federal government agreed on it.
1 day after its 5th birthday, this is the best possible gift imaginable.
Lots of heavy lifting to get here 😅
Today, the German #ServiceStandard has been decided to become mandatory.
The 16 CIOs of the federal states and the federal government agreed on it.
1 day after its 5th birthday, this is the best possible gift imaginable.
Lots of heavy lifting to get here 😅
June 26, 2025 at 6:13 PM
We have a statutory instrument!
Today, the German #ServiceStandard has been decided to become mandatory.
The 16 CIOs of the federal states and the federal government agreed on it.
1 day after its 5th birthday, this is the best possible gift imaginable.
Lots of heavy lifting to get here 😅
Today, the German #ServiceStandard has been decided to become mandatory.
The 16 CIOs of the federal states and the federal government agreed on it.
1 day after its 5th birthday, this is the best possible gift imaginable.
Lots of heavy lifting to get here 😅
Happy 5th birthday, German #ServiceStandard!
🎂
If the CIOs of the Federal states think mandated service quality standards are a good idea, they might even give it real power tomorrow.
🤞🏻
🎂
If the CIOs of the Federal states think mandated service quality standards are a good idea, they might even give it real power tomorrow.
🤞🏻
June 25, 2025 at 8:48 AM
Happy 5th birthday, German #ServiceStandard!
🎂
If the CIOs of the Federal states think mandated service quality standards are a good idea, they might even give it real power tomorrow.
🤞🏻
🎂
If the CIOs of the Federal states think mandated service quality standards are a good idea, they might even give it real power tomorrow.
🤞🏻
Doing it 1 by 1.
The handbook section of the German #ServiceStandard includes 4 new pieces of guidance related to interviewing.
They were co-created with cross-gov colleagues:
• Preparing for interviews
• Conducting interviews
• Analysing individual interviews
• Extracting insights from interviews
The handbook section of the German #ServiceStandard includes 4 new pieces of guidance related to interviewing.
They were co-created with cross-gov colleagues:
• Preparing for interviews
• Conducting interviews
• Analysing individual interviews
• Extracting insights from interviews
September 25, 2026 at 6:22 PM
Doing it 1 by 1.
The handbook section of the German #ServiceStandard includes 4 new pieces of guidance related to interviewing.
They were co-created with cross-gov colleagues:
• Preparing for interviews
• Conducting interviews
• Analysing individual interviews
• Extracting insights from interviews
The handbook section of the German #ServiceStandard includes 4 new pieces of guidance related to interviewing.
They were co-created with cross-gov colleagues:
• Preparing for interviews
• Conducting interviews
• Analysing individual interviews
• Extracting insights from interviews
This week, we discussed language around the German #ServiceStandard.
From now on, we are using “Der Servicestandard” in all communications—using the article is a response to people using it inconsistently.
It’s not “a”, it’s not plural. The “the” might help address that.
From now on, we are using “Der Servicestandard” in all communications—using the article is a response to people using it inconsistently.
It’s not “a”, it’s not plural. The “the” might help address that.
June 28, 2025 at 11:34 AM
This week, we discussed language around the German #ServiceStandard.
From now on, we are using “Der Servicestandard” in all communications—using the article is a response to people using it inconsistently.
It’s not “a”, it’s not plural. The “the” might help address that.
From now on, we are using “Der Servicestandard” in all communications—using the article is a response to people using it inconsistently.
It’s not “a”, it’s not plural. The “the” might help address that.
4 hours and 30 minutes into #ITPLR congress, the updated #ServiceStandard gets the first mention by @thilak.de — with the suggestion to include the umbrella brand and the KERN #DesignSystem in #GaaP considerations.
March 26, 2025 at 4:38 PM
4 hours and 30 minutes into #ITPLR congress, the updated #ServiceStandard gets the first mention by @thilak.de — with the suggestion to include the umbrella brand and the KERN #DesignSystem in #GaaP considerations.
Currently, I’m thoroughly enjoying doing note-taking in interviews with public sector colleagues about the application and non-application of the #ServiceStandard.
So many insights!
So many strong soundbites!
So much important work ahead of us!
So many insights!
So many strong soundbites!
So much important work ahead of us!
August 21, 2024 at 6:41 PM
Currently, I’m thoroughly enjoying doing note-taking in interviews with public sector colleagues about the application and non-application of the #ServiceStandard.
So many insights!
So many strong soundbites!
So much important work ahead of us!
So many insights!
So many strong soundbites!
So much important work ahead of us!
Hello, new folks! 👐
Great, you’re here, too.
Thanks for following.
I’m still the only Head of #Design — and #UserResearch — in the German government, sadly.
I’m working at @digitalservice.bund.de.
Here, I share snippets from work, my #weeknotes and mention #ServiceStandard far too often.
Great, you’re here, too.
Thanks for following.
I’m still the only Head of #Design — and #UserResearch — in the German government, sadly.
I’m working at @digitalservice.bund.de.
Here, I share snippets from work, my #weeknotes and mention #ServiceStandard far too often.
August 13, 2024 at 8:02 PM
Hello, new folks! 👐
Great, you’re here, too.
Thanks for following.
I’m still the only Head of #Design — and #UserResearch — in the German government, sadly.
I’m working at @digitalservice.bund.de.
Here, I share snippets from work, my #weeknotes and mention #ServiceStandard far too often.
Great, you’re here, too.
Thanks for following.
I’m still the only Head of #Design — and #UserResearch — in the German government, sadly.
I’m working at @digitalservice.bund.de.
Here, I share snippets from work, my #weeknotes and mention #ServiceStandard far too often.
1 year of active work on it
2 years of making the case before that
Overall, 7 years of engaging around and arguing for a strong #ServiceStandard for the German public sector.
I am proud and glad servicestandard.gov.de is there.
Public sector design work can be a drag at times. But it’s worth it.
2 years of making the case before that
Overall, 7 years of engaging around and arguing for a strong #ServiceStandard for the German public sector.
I am proud and glad servicestandard.gov.de is there.
Public sector design work can be a drag at times. But it’s worth it.
June 9, 2025 at 8:12 AM
1 year of active work on it
2 years of making the case before that
Overall, 7 years of engaging around and arguing for a strong #ServiceStandard for the German public sector.
I am proud and glad servicestandard.gov.de is there.
Public sector design work can be a drag at times. But it’s worth it.
2 years of making the case before that
Overall, 7 years of engaging around and arguing for a strong #ServiceStandard for the German public sector.
I am proud and glad servicestandard.gov.de is there.
Public sector design work can be a drag at times. But it’s worth it.
I said it before:
Friday is my international exchange day.
Today, I was in touch with #GovDesign colleagues:
• in Cyprus 🇨🇾 government on #ServiceStandard procurement and assurance
• at NHS 🇬🇧 about accessing advanced #userResearch training
• at the UN University 🇺🇳 on quality assurance
Friday is my international exchange day.
Today, I was in touch with #GovDesign colleagues:
• in Cyprus 🇨🇾 government on #ServiceStandard procurement and assurance
• at NHS 🇬🇧 about accessing advanced #userResearch training
• at the UN University 🇺🇳 on quality assurance
January 9, 2026 at 8:57 PM
I said it before:
Friday is my international exchange day.
Today, I was in touch with #GovDesign colleagues:
• in Cyprus 🇨🇾 government on #ServiceStandard procurement and assurance
• at NHS 🇬🇧 about accessing advanced #userResearch training
• at the UN University 🇺🇳 on quality assurance
Friday is my international exchange day.
Today, I was in touch with #GovDesign colleagues:
• in Cyprus 🇨🇾 government on #ServiceStandard procurement and assurance
• at NHS 🇬🇧 about accessing advanced #userResearch training
• at the UN University 🇺🇳 on quality assurance
New content for @rossferg.bsky.social’s fantastic publicbackroads.xyz collection:
We launched 2 new offerings in the past few weeks with open #roadmaps:
A. New #ServiceStandard—
servicestandard.gov.de/ueber/
B. New open justice data platform— testphase.rechtsinformationen.bund.de/ueber
1/
We launched 2 new offerings in the past few weeks with open #roadmaps:
A. New #ServiceStandard—
servicestandard.gov.de/ueber/
B. New open justice data platform— testphase.rechtsinformationen.bund.de/ueber
1/
June 13, 2025 at 1:02 PM
New content for @rossferg.bsky.social’s fantastic publicbackroads.xyz collection:
We launched 2 new offerings in the past few weeks with open #roadmaps:
A. New #ServiceStandard—
servicestandard.gov.de/ueber/
B. New open justice data platform— testphase.rechtsinformationen.bund.de/ueber
1/
We launched 2 new offerings in the past few weeks with open #roadmaps:
A. New #ServiceStandard—
servicestandard.gov.de/ueber/
B. New open justice data platform— testphase.rechtsinformationen.bund.de/ueber
1/
Very slowly, we are putting things in order in Germany.
After moving the updated #ServiceStandard to servicestandard.gov.de, the cross-government #designSystem KERN is now available via designsystem.gov.de.
It’s the slow but steady progress I’ve been hoping for, dealing with government’s long slog
After moving the updated #ServiceStandard to servicestandard.gov.de, the cross-government #designSystem KERN is now available via designsystem.gov.de.
It’s the slow but steady progress I’ve been hoping for, dealing with government’s long slog
February 18, 2026 at 4:01 PM
Very slowly, we are putting things in order in Germany.
After moving the updated #ServiceStandard to servicestandard.gov.de, the cross-government #designSystem KERN is now available via designsystem.gov.de.
It’s the slow but steady progress I’ve been hoping for, dealing with government’s long slog
After moving the updated #ServiceStandard to servicestandard.gov.de, the cross-government #designSystem KERN is now available via designsystem.gov.de.
It’s the slow but steady progress I’ve been hoping for, dealing with government’s long slog
This is what cross-government collaboration and support looks like —
Here’s the peer review interim report for @bmuv.de’s upcoming umwelt.info environmental data portal — providing feedback on how it’s been developed along the #ServiceStandard.
1/X
Here’s the peer review interim report for @bmuv.de’s upcoming umwelt.info environmental data portal — providing feedback on how it’s been developed along the #ServiceStandard.
1/X
Zwischenreport Servicestandard-Bericht Online-Portal „Umwelt.info“ (Suchen) | DigitalService
Zwischenreport zur Anwendung des Servicestandards durch multidisziplinäres Peer-Panel zum Online-Portal „Umwelt.info“ (Suchen)
digitalservice.bund.de
December 18, 2024 at 3:29 PM
This is what cross-government collaboration and support looks like —
Here’s the peer review interim report for @bmuv.de’s upcoming umwelt.info environmental data portal — providing feedback on how it’s been developed along the #ServiceStandard.
1/X
Here’s the peer review interim report for @bmuv.de’s upcoming umwelt.info environmental data portal — providing feedback on how it’s been developed along the #ServiceStandard.
1/X
My first article on the topic of a holistic German #ServiceStandard is from April 2018: medium.com/public-servi...
Ganzheitliche Qualitätsstandards für bessere Services
Fokus auf Menschen, nicht nur Technik und Datenschutz
medium.com
June 9, 2025 at 8:43 AM
My first article on the topic of a holistic German #ServiceStandard is from April 2018: medium.com/public-servi...
Government folks, join service assessments and peer reviews!
🤩
There is so much for you to learn from your colleagues in other departments and other parts of government.
Today, I was in a #ServiceStandard peer review with @simonecarrier.bsky.social from @digital-agentur.de and @nfelger.bsky.social.
🤩
There is so much for you to learn from your colleagues in other departments and other parts of government.
Today, I was in a #ServiceStandard peer review with @simonecarrier.bsky.social from @digital-agentur.de and @nfelger.bsky.social.
September 16, 2026 at 6:31 PM
Government folks, join service assessments and peer reviews!
🤩
There is so much for you to learn from your colleagues in other departments and other parts of government.
Today, I was in a #ServiceStandard peer review with @simonecarrier.bsky.social from @digital-agentur.de and @nfelger.bsky.social.
🤩
There is so much for you to learn from your colleagues in other departments and other parts of government.
Today, I was in a #ServiceStandard peer review with @simonecarrier.bsky.social from @digital-agentur.de and @nfelger.bsky.social.
As a public servant, I write weekly notes to let people see what I do.
Nina and I rehearsed our policy and #serviceDesign @sdingov.bsky.social talk for Edinburgh.
I also discussed the umbrella brand with German and Dutch colleagues.
Furthermore, I supported a #ServiceStandard peer review.
Nina and I rehearsed our policy and #serviceDesign @sdingov.bsky.social talk for Edinburgh.
I also discussed the umbrella brand with German and Dutch colleagues.
Furthermore, I supported a #ServiceStandard peer review.
Week #229 at the Digital Service: Notes for 14–18 September
Martin and colleague Nina rehearsed their policy and service design talk for Edinburgh. In week 229, Martin also discussed the umbrella brand with colleagues across Germany and the Netherlands. Furthe...
verwaltungsgestaltung.de
September 20, 2026 at 11:50 AM
As a public servant, I write weekly notes to let people see what I do.
Nina and I rehearsed our policy and #serviceDesign @sdingov.bsky.social talk for Edinburgh.
I also discussed the umbrella brand with German and Dutch colleagues.
Furthermore, I supported a #ServiceStandard peer review.
Nina and I rehearsed our policy and #serviceDesign @sdingov.bsky.social talk for Edinburgh.
I also discussed the umbrella brand with German and Dutch colleagues.
Furthermore, I supported a #ServiceStandard peer review.
It took us only 2.5 years – to move from #ServiceStandard team self-audits to peer-reviewing cross-government services.
We are breaking new ground this morning.
Today, we have 3 government units* reviewing the emerging mvp.umwelt.info, a platform for environmental information.
🌱🔍
Progress! 🚀
We are breaking new ground this morning.
Today, we have 3 government units* reviewing the emerging mvp.umwelt.info, a platform for environmental information.
🌱🔍
Progress! 🚀
November 6, 2024 at 9:37 AM
It took us only 2.5 years – to move from #ServiceStandard team self-audits to peer-reviewing cross-government services.
We are breaking new ground this morning.
Today, we have 3 government units* reviewing the emerging mvp.umwelt.info, a platform for environmental information.
🌱🔍
Progress! 🚀
We are breaking new ground this morning.
Today, we have 3 government units* reviewing the emerging mvp.umwelt.info, a platform for environmental information.
🌱🔍
Progress! 🚀
It’s brilliant to see UK government departments work to make the service assessment process easier and more consistent so they can meet the #ServiceStandard with less struggle and effort.
It also shows there is a gap in activities from the centre these days.
It also shows there is a gap in activities from the centre these days.
May 1, 2024 at 5:37 PM
It’s brilliant to see UK government departments work to make the service assessment process easier and more consistent so they can meet the #ServiceStandard with less struggle and effort.
It also shows there is a gap in activities from the centre these days.
It also shows there is a gap in activities from the centre these days.
What’s public servants’ view on the German #ServiceStandard?
@paulpistorius.bsky.social did some research.
Among other things, he found:
• People don’t know if their thing is a service
• People don’t know if they have to comply with it
• People don’t find what they expect to find on its website
@paulpistorius.bsky.social did some research.
Among other things, he found:
• People don’t know if their thing is a service
• People don’t know if they have to comply with it
• People don’t find what they expect to find on its website
March 31, 2026 at 4:26 PM
What’s public servants’ view on the German #ServiceStandard?
@paulpistorius.bsky.social did some research.
Among other things, he found:
• People don’t know if their thing is a service
• People don’t know if they have to comply with it
• People don’t find what they expect to find on its website
@paulpistorius.bsky.social did some research.
Among other things, he found:
• People don’t know if their thing is a service
• People don’t know if they have to comply with it
• People don’t find what they expect to find on its website
#FixTheForms, as @cjforms.bsky.social puts it.
In the absence of universal standards within German government for what constitutes good #formDesign, we published 3 new pieces of guidance to address this void.
You find them in the handbook section of the German #ServiceStandard website.
1/X
In the absence of universal standards within German government for what constitutes good #formDesign, we published 3 new pieces of guidance to address this void.
You find them in the handbook section of the German #ServiceStandard website.
1/X
February 8, 2026 at 3:23 PM
#FixTheForms, as @cjforms.bsky.social puts it.
In the absence of universal standards within German government for what constitutes good #formDesign, we published 3 new pieces of guidance to address this void.
You find them in the handbook section of the German #ServiceStandard website.
1/X
In the absence of universal standards within German government for what constitutes good #formDesign, we published 3 new pieces of guidance to address this void.
You find them in the handbook section of the German #ServiceStandard website.
1/X
Things are not super straightforward with the German #ServiceStandard.
We have a DIN SPEC, and we have an online access standards regulation (abbreviated OZSV).
To better communicate how the 3 parts relate, we created a graphic. I tested it in Hamburg this week.
It’s on Flickr for download now ⬇️
We have a DIN SPEC, and we have an online access standards regulation (abbreviated OZSV).
To better communicate how the 3 parts relate, we created a graphic. I tested it in Hamburg this week.
It’s on Flickr for download now ⬇️
Schaubild OZSV und Servicestandard
ALT: Ein Schaubild verdeutlicht die Zusammenhänge zwischen der Standardverordnung Onlinezugang (OZSV), der DIN SPEC 66336 und dem Servicestandard: Der Servicestandard unterstützt die Umsetzung der DIN...
www.flickr.com
November 22, 2025 at 9:43 AM
Things are not super straightforward with the German #ServiceStandard.
We have a DIN SPEC, and we have an online access standards regulation (abbreviated OZSV).
To better communicate how the 3 parts relate, we created a graphic. I tested it in Hamburg this week.
It’s on Flickr for download now ⬇️
We have a DIN SPEC, and we have an online access standards regulation (abbreviated OZSV).
To better communicate how the 3 parts relate, we created a graphic. I tested it in Hamburg this week.
It’s on Flickr for download now ⬇️
How often do you engage in cross-silo exchange?
How often do you talk to colleagues and other teams doing similar work as you do, but in different organisations and contexts?
Today, our #ServiceStandard team spoke with @benaldo.bsky.social , and it was worth every one of the 60 minutes we had.
How often do you talk to colleagues and other teams doing similar work as you do, but in different organisations and contexts?
Today, our #ServiceStandard team spoke with @benaldo.bsky.social , and it was worth every one of the 60 minutes we had.
January 27, 2026 at 9:43 PM
How often do you engage in cross-silo exchange?
How often do you talk to colleagues and other teams doing similar work as you do, but in different organisations and contexts?
Today, our #ServiceStandard team spoke with @benaldo.bsky.social , and it was worth every one of the 60 minutes we had.
How often do you talk to colleagues and other teams doing similar work as you do, but in different organisations and contexts?
Today, our #ServiceStandard team spoke with @benaldo.bsky.social , and it was worth every one of the 60 minutes we had.
We are breaking new ground with our peer reviews against the German #ServiceStandard today:
For the first time, we have peers from other government units.
It broadens our view and allows even better reflection on good public sector #ServiceDesign practice.
For the first time, we have peers from other government units.
It broadens our view and allows even better reflection on good public sector #ServiceDesign practice.
September 11, 2024 at 9:08 AM
We are breaking new ground with our peer reviews against the German #ServiceStandard today:
For the first time, we have peers from other government units.
It broadens our view and allows even better reflection on good public sector #ServiceDesign practice.
For the first time, we have peers from other government units.
It broadens our view and allows even better reflection on good public sector #ServiceDesign practice.