ServiceNow has put together a case management package specifically tailored for the public sector, which encompasses all the functionalities of the user-centred platform. Public authorities can obtain licences for Public Sector Case Management via 18 authorised distribution points at local, regional and federal levels. This includes licences and support, as well as commissioning services, including interfaces and training. Our subsidiary, agineo, is the largest ServiceNow Elite Partner in the German-speaking world.
Low-code has the potential to transform traditional software development and the necessary end-to-end process digitalisation within public authorities. Despite all the enthusiasm, there are a number of factors to consider for successful implementation.
The use of models in software development has been established for decades. During programming, specific workflows, algorithms, architectures or other artefacts are represented graphically. A long time ago, the idea arose of automatically generating code from these diagrams or making the models themselves executable. The term ‘low-code’ was later coined to describe these characteristics. This means that existing models and programme building blocks are reused instead of manual coding. The primary aim of low-code approaches is to reduce development time, increase process efficiency, cut costs, enable citizen development and improve usability.
Despite all the hype surrounding low-code/no-code (LCNC) and the future significance of this development method, there are still some drawbacks to bear in mind in complex organisations and projects. Firstly, there are unresolved issues regarding IT security – the term ‘shadow IT’ springs to mind. There is a risk of a proliferation of LCNC applications emerging ‘unchecked’ within public authorities, which could act as a gateway for security breaches from an IT security perspective. On the other hand, the apparent simplicity of LCNC tools carries the risk that aspects such as testability, maintenance, operability and the further development of the applications will be given insufficient attention. This could come back to haunt public authorities later on during regular production operations. It is absolutely essential to carry out a preliminary comparison of the fundamental requirements (e.g. data protection, multi-tenancy, integration into the existing system landscape, security concepts, documentation, effective IT governance) with the functionalities of the individual LCNC applications and tools.
The right process model
An important aspect for the successful implementation of low-code approaches is the question of the right process model. This applies both to professionally organised low-code development teams and to in-house developments carried out by so-called citizen developers. The fundamental idea behind low-code – developing software interactively and visually – makes it possible to make numerous changes to the project at any time with just a few simple steps. Integration platforms capitalise on this feature. They incorporate low-code approaches as a feature, for example to map processes, configure interfaces or design user interfaces.
The graphical representation of such aspects and the resulting automated generation of code and functioning software systems enable project management models that differ from those used in conventional software development. The resulting models combine the rigorous implementation of pre-conceived concepts with the desired agility in their actual execution. One such model is the phase-based agile process model, which has so far seen little use in the public sector.
It is therefore important to support the introduction of low-code with a comprehensive change management programme and to select the integration platform carefully. What is the focus? Is it more on the rapid implementation of smaller, less complex ‘stand-alone’ projects, or on specialist procedures that require integration and interoperability with other applications? How critical is the application to be developed considered to be for the public authority?
It is also challenging to strike the right balance between requirements and scope for discretion between IT and operational departments and the business side or citizen developers. Furthermore, the question must be clarified as to whether sufficient and sustainable staffing capacity is available within the public authority to implement a citizen developer concept. In times of a shortage of specialist staff or ‘IT-savvy administrative staff’, a comprehensive citizen developer approach appears rather unrealistic in the long term.
The platform approach as a structuring element and an integrative approach
Within integration platforms such as Pega or ServiceNow, low-code has become a key feature: here, models can be used to map and implement processes via drag-and-drop or configuration. Furthermore, such platforms generally feature numerous pre-built connectors to software solutions already in use within the public sector (including SAP, FMS and eAkte). When it comes to end-to-end process digitalisation, the integrative approach of modern platforms comes into play. They guide users through the process using all systems whilst adhering to IT governance. Integrative platforms bridge the gap in business domain expertise and handle data conversion between individual systems.
ServiceNow is one of the best-known integrative process platforms and also drives end-to-end digitalisation using low-code technology.
