Fraunhofer Institute for Experimental Software Engineering IESE
Fraunhofer Institute for Experimental Software Engineering IESE

Socio-technical design of digital solutions

Digital solutions with added value – from practice for practice

For digital tools to reach their full potential in cities, towns, or organizations, more than just good technology is needed. We create the right conditions for sustainable and effective use, adapted to real-life situations and specific requirements. Our work begins with a thorough analysis: we identify relevant stakeholders, build sustainable networks, and lay the foundation for vibrant communities around digital applications.

A key element in this is a consistent focus on the user. We translate real-world needs into technical requirements and ensure that digital tools do not fail to meet the needs of the target groups. Our interdisciplinary team works in a practical and participatory manner – to find solutions that really work.

We always keep an eye on what is feasible: we clearly show what digitalization can achieve and where its limits lie. This results in realistic, sustainable concepts that are accepted and have an impact.
 

Our goal: digital innovations that create real added value – for people, organizations, and society.

Would you like to learn more about AI in local government? Team lead Lutz Eichholz is your contact for our research team, “AI and quantum computing for local government.”

Collaboration on the introduction of a digital solution

Our approach depends, among other things, on the desired outcome, e.g., a call for tenders for the digital solution or guidelines for its sustainable use. The following steps can be used as a guideline:

 

Initial meeting

In the initial meeting, we clarify the goals, context, and expectations for the project together. We get to know your organization, challenges, and goals and establish a common understanding. In doing so, we set initial milestones and agree on the further course of action. This meeting forms the basis for a trusting and structured collaboration.

Requirements workshop

In an interactive workshop, we work with relevant stakeholders to identify specific needs, target groups, and usage scenarios. We translate challenges into functional requirements for the digital solution. The workshop promotes diversity of perspectives and creates acceptance for the further process. The results are directly incorporated into the concept development.

Stakeholder interviews

Through targeted interviews with key players, we gather detailed insights into needs, expectations, and potential barriers. We identify relevant roles, interests, and influences on the project. The qualitative depth of the discussions enables us to tailor the solution precisely. This ensures that all relevant voices are taken into account.

Analysis of existing structures and processes

We examine how existing processes, systems, and framework conditions currently function. The aim is to identify points of contact and potential for optimization for digital solutions. In doing so, we consider both technical and organizational aspects. The analysis serves as a starting point for sustainable change.

Research and benchmarking of digital solutions

We analyze existing digital applications with similar objectives - both within and outside your industry. In doing so, we evaluate functionality, user-friendliness, and transferability to your context. Benchmarking helps identify proven approaches and plan innovation in a targeted manner. This allows us to avoid duplicate developments and make effective use of existing knowledge.

Research and evaluation of technical requirements

We clarify which technical requirements are necessary for successful implementation. These include, for example, interfaces, data protection, infrastructure, and system compatibility. Technical feasibility is checked at an early stage to avoid obstacles later on. Our analysis provides clarity for decision-makers and IT managers.

Consolidation of analysis results

All findings from interviews, workshops, and research are systematically consolidated. We condense them into a clear requirements profile and framework for action for the digital solution. In doing so, we ensure that it is understandable and feasible for all parties involved. The result forms a solid basis for the next project step - from conception to implementation.

The introduction of a technical solution is followed by evaluation and consolidation. To ensure that digital solutions can be scaled and linked to an operating model, we work with you to find a suitable solution, e.g., in our implementation support.

You know how important the socio-technical environment of digital solutions is, but currently need support in determining your technical requirements? Our Smart City Engineering department can help you with this!

Your questions – our answers

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  • We help you with our market knowledge and experience in the various steps involved in introducing digital solutions. We scout the market for you, work with you to design participation processes to identify needs, and provide advice on the organizational and technical compatibility of new solutions with existing systems.

    This not only leads to you and other stakeholders on site really and honestly addressing your needs, but also to the digital solution being integrated in the long term without creating duplicate structures.

  • For us, participation is an important component in the introduction of digital tools - we first need to identify the local needs and secure the commitment of the stakeholders before taking further steps in the process. We use various digital and analog formats to gather ideas and feedback from your stakeholders. We are happy to use structures that you have already established locally or bring our tools. It is always helpful to use existing information channels to reach a wide range of people.

    You determine how big our role in network building is; we can take care of communication, including project management, press releases, online participation, on-site events, and committee visits. However, we can also simply provide you with interim project updates that you can use. It's entirely up to you, but this component should not be underestimated.

  • There are a few adjustments you can make to ensure digital tools are successful. One of these is communication. Many tools have in common that they are designed to bring together multiple stakeholders and perspectives - this requires considering the opinions and situations of these stakeholders. Participation is therefore a success factor that should be designed in such a way that the target groups have the space and time to position themselves.

    If you are already one step further and know which tool you want to introduce or are having a new one developed, evaluations are a good idea. This methodology has already proven itself in several of our projects and promotes user-centered development.

  • Let's be honest, digitalization is a process, not a project. Digital solutions need to be maintained and developed - the investment needs to be carefully considered. We help you with these considerations by asking open questions and providing honest feedback on your plans. Thanks to our objectivity, we are not committed to any particular provider and use our freedom to your advantage.

    A more in-depth examination of your needs on site may also reveal that this is not the right solution for you. With us, you will arrive at a well-founded conclusion together.

  • To successfully implement our joint project, we need to define common goals and appoint a contact person on your side to manage the project efficiently. Since the use of existing structures and seamless integration into them has proven successful, this person should have an overview of the various processes and interfaces in your organization (public relations, event management, committee work, etc.). If administrative staff are also part of the target group, it often makes sense to provide internal information about the project and ask for their cooperation - which has also shown that digitalization is a matter for management.

     

    In addition, we can take care of anything where your capacities may be limited.

Curious about tomorrow – Our research questions on the socio-technical design of digital solutions

  • How should framework conditions be designed so that digital tools can be used effectively and sustainably in municipal or organizational contexts in the long term?
  • Which methods are best suited to translating real-world needs into technical requirements?
  • Which factors promote the development of functioning networks and communities around digital applications in the public sector?
  • How does user-centered and participatory work influence the acceptance and effectiveness of digital solutions in different target groups?
  • What are the practical and structural limits of digitalization in social, administrative, or societal contexts?
  • How can the actual added value of digital innovations for people, organizations, and society be validly and measurably recorded?