Rodgau Municipal Utilities has successfully completed its digitalisation project and replaced all previous PDF forms on its website with smart, fully digital workflows. Residents can now access all services relating to waste, water, sewage and cemeteries entirely paperlessly, via mobile devices and round the clock from the comfort of their own homes. Previously, even PDF documents that could be filled in on a computer had to be printed out after completion, signed by hand and sent to the local authority by post, fax or as a scanned attachment via email. The new, dynamic online processes guide users step by step through the input forms, check entries directly for completeness and transfer the data seamlessly to the council’s specialist systems. The full transition covers a wide range of processes affecting the daily lives and important life events of Rodgau’s residents. For example, applications for a sewerage connection can now be submitted entirely digitally, whilst applications for a refund of sewage charges and self-declarations regarding sealed surfaces (rainwater) can be completed via a guided online dialogue. Whether it’s registering bulky waste or the full process of registering, deregistering and updating the details of general waste, organic waste or waste paper bins — all these matters are consolidated into a convenient online process. Data relating to a change of ownership, such as the handover report, re-registration of the domestic water connection and the update of waste bin ownership, is also submitted digitally, with customer services automatically triggering all follow-up processes in the background. To provide the best possible support to bereaved families and commissioned stonemasons, sensitive services have also been fully digitised. Funeral applications, including all necessary attachments; applications for the clearance or extension of graves; and permits for gravestones, including the legally required proof of origin for the materials, can now be submitted as a digital service in a straightforward manner and entirely without any change in medium. As part of the digitalisation process, not only have existing PDF forms been replaced, but new processes have also been developed and introduced. This was the case with the development contribution certificate, for which there had previously been no standard form on the website at all. Now, property buyers and solicitors can obtain information extremely quickly and easily via the customer service portal. The comprehensive benefits of these digital services for members of the public are clear: they enjoy maximum flexibility in terms of time and location, as the online services are available 24 hours a day, 365 days a year. Whilst PDF files were often difficult to complete on mobile devices such as smartphones, the new web workflows are fully responsive. Applications can be submitted conveniently from the comfort of your sofa, at the weekend or whilst on the move via smartphone or tablet. No one is any longer tied to the physical opening hours of the on-site customer service centre. Furthermore, data entry errors are reduced thanks to intelligent user guidance. Mandatory fields, format checks and logical links ensure that only correct applications can be submitted. As the data is received directly in digital form by the customer service department’s specialist systems – rather than first having to be printed, signed, scanned and manually entered by the customer service team – processing times are reduced, and an automated confirmation of receipt is provided as well. Furthermore, the elimination of paper, postage and, not least, transport routes helps protect the environment. Stadtwerke Rodgau presents itself as a modern and forward-looking service provider. Its customer service adapts to the lifestyles of a digitalised society and consistently removes administrative barriers.
