The Digital Transformation of Public Authorities: Creating an Agile Structure and Streamlining Government Presence Using the Example of Tax Offices

Abstract

In the face of unforeseen events and the ongoing digital transformation, public authorities need to find agile concepts to meet the challenges ahead. The requirements for agile action are defined and explained for a tax office and its adjustments. Modern information and communication technologies, decentralised work and leadership and contemporary e-government concepts can lead to organisational advantages and higher efficiency by breaking down strong hierarchical structures and creating an agile environment. An analysis model for examining the supply efficiency of tax offices, taking into account the area of responsibility and the inhabitants to be served, is presented. A median-oriented value was defined as a ‘realistically achievable minimum’ for supply and a ‘(minimum) relation curve’ illustrates the target. The advantages of the digital transformation can be used by digital and agile tax offices because they create opportunities to streamline the presence of the authorities and use potentials to increase the effectiveness of service provision.