Both the public and private sectors face the challenges of a world of work that is constantly and rapidly changing. Digitalisation, globalisation and demographic change are key drivers of these changes. In order to operate successfully in this dynamic environment, it is essential to equip existing and future public service employees with the right skills.

One critical skill that is essential in today's world is digital competence. As digitalisation progresses, it is important that public service employees are skilled in the use of digital technologies.

Another key competence in the public service is intercultural competence. Given the increasing diversity in society, it is important that employees are able to interact sensitively with people from different cultural backgrounds and to take into account different perspectives.

In addition to these specific skills, flexibility and adaptability are of great importance. The world of work is constantly changing and public service workers need to be able to adapt to new demands, laws and policies. Flexibility enables them to adjust to new situations, acquire new skills and adapt their working methods accordingly.

By promoting and developing these skills, the public service can increase its effectiveness and efficiency and better meet the changing needs of citizens.

The needs of public sector employees are not inherently different from those of private sector employees. Therefore, as a public sector employer, you have to compete in terms of the HR services you offer and your HR product catalogue. We are happy to support you in this, as well as in the specific issues of the public sector with regard to the particularities of employment conditions.

Excellent - you are taking an important step into the future. There is a wide range of possible self-service functions for your employees that you can map digitally. Some of these functions are Electronic Personnel File, Payroll, Leave and Absence Management, Training and Development Management, Performance Management, Updating Employee Data or Employee Surveys. There are different timeframes and costs to consider when implementing these functions - so let us advise you on which of the above are most important for your public sector organisation and which can be implemented at a later date. In this way, you can increase employee satisfaction with minimal effort.

There are several options available to you within an operating model. We offer you the option of handling all your requirements through us as a general contractor and thus as a single point of contact for your SLAs.

Service Level Agreements are the definition of standards for collaboration. What is a critical error and what is a less critical error? What is the maximum time it can take to fix a problem? Who do I call if I have a problem? Does the person speak English?

These are just a few of the many questions asked when defining an SLA. In general, the following SLA levels can be distinguished in practice (as an example)

• 1st Level: Individual user enquiries to the relevant department (e.g. password reset, operating errors, comprehension questions, etc.).
• 2nd Level: Individual requests from departments/process owners to the responsible office (e.g. change email triggers, adjust texts in the system, change colours in the system, restructure the organisation, etc.).
• 3rd Level: Enquiries from the customer to the system manufacturer about errors in the system (e.g. a faulty software function).
• 4th Level: Enquiries from the system manufacturer, e.g. to the operator of the infrastructure (hosting provider). Questions to consider include: Who is allowed to create and manage which categories of tickets? What is a reasonable process? Do we need a ticketing tool? We are happy to help you with this.

Talk to us, it can be very individual. Examples can be:

• System availability guarantee >99.5% excluding maintenance times.
• - For the classification of "defects" (= errors in the software), a three-level severity scale is used ("Level 1-3"):
• "Major Defect": Level 1 & 2
• "Minor Defect": Level 3
• Major defects
• are Level 1 and 2 on the three level severity scale, here the software vendor should proactively provide a status update on the processing status every 2 hours.
• For level 2 (the system is inaccessible, no login and therefore no use possible), a resolution time of max. 12 hours should be guaranteed.
• For level 3 (a single module within the system is not working at all, e.g. no reporting possible, no data update for at least 24 hours, etc.) a resolution time of max. 24 hours should be guaranteed.
• In the case of a "minor error" (level 3), an additional prioritisation is carried out. A three level priority scale is used (Prio 1-3)
• For Level 3 and Priority 3 there are usually no contractually guaranteed resolution times (but we can offer them).
• For Level 3 and Priority 1, a maximum of 30 days resolution time is guaranteed (we can massively improve this for you).
• Für Stufe 3 und Prio 1 werden max. 30 Tage Lösungszeit garantiert (wir können dies für Sie massiv verbessern). Kontaktieren Sie uns deshalb, wenn Sie Unterstützung bei der Identifikation und Festlegung von SLAs benötigen - aufgrund unserer Erfahrung können wir diesen Prozess positiv für Sie beeinflussen, um eine nachhaltig sichere und zuverlässige HR Lösung zu erhalten.