Development of a digital self-service platform for the BMFWF: A look behind the scenes

Last year, the Austrian Federal Ministry for Women, Science and Research (BMFWF), in collaboration with aforms and PRODYNA, developed a proof of concept for such a solution – a customer experience platform that enables users to efficiently submit applications online, monitor their status, and manage forms digitally.

1. The challenge

The Federal Ministry of Finance, Science, and Research (BMFWF) was looking for a solution to serve specific use cases with complex workflows. In particular, it wanted to ensure that only authorized users had access to specific forms while simultaneously enabling easy status monitoring of applications. Of course, the solution was mobile-friendly and barrier-free.

2. The solution

The introduction of the portal, which is based on the standard products of AFS & PRODYNA, enables seamless integration of forms and workflows and revolutionizes the authorization process for the user.

This platform offers:

• Centralized authentication and role management: Authorizations and access rights are individually controlled through a connection to ID Austria and via SAML attributes.
• Efficient application management: Users can easily fill out and submit forms and view their processing status in real time. This increases transparency and reduces processing times.
• Mobile and accessibility: The platform can be used on various devices, improving accessibility for all user groups.
• Automation and archiving: All submitted applications are archived, and users can save their progress and continue later.
   

3. Benefits for users and administration

The platform significantly reduces administrative burdens. The main benefits for public administration are:

Time savings

• Citizens can complete and submit applications and forms online without having to appear in person or send anything by mail.
• Basic information that a user provides or releases only once is used to pre-populate forms or even to shorten personalized queries and reduce selections (e.g., because they are not relevant or intended for a specific user).

Accessibility

• A platform is available around the clock, which is especially helpful for working people and people with limited mobility.
• Digital platforms can easily enable end-to-end accessibility, ensuring equal opportunities for all users.

Transparency

• Users can track the status of their applications in real time, receive immediate feedback, and pause and resume the process.

Efficiency​

• Automated processes reduce administrative overhead and accelerate request processing.
• Frequently occurring queries or unclear points can be answered more quickly, simplified for all user groups, explained in all languages, and handled more effectively and in greater numbers through intuitive guidance processes.
• Data processing is only initiated once complete information has been provided or is automated, thus reducing the need for staff to enter processing processes multiple times.
• Follow-up processes, such as reminders, can reach users more quickly.

At the same time, it offers users a user-friendly and intuitive interface that makes the entire workflow clearer and more efficient.

With the successful feasibility study of this solution, the Federal Ministry of Science, Research, and Economy (BMFWF) demonstrates how digital self-service platforms can simplify administration and interaction with users – a pioneering model for e-government projects.