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One Stop Government: Stalled Vision or a Matter of Design? - Empirical Findings from Social Services in Germany

In this paper we present selected results of a 
broader research project that inter alia aims at 
designing and specifying one stop government for 
parents of children with special needs facing a 
significantly high bureaucratic burden. Particularly, 
we refer to findings from two focus groups: parents 
of children with special needs and public 
administration staff. Both groups show different 
attitudes and perceptions towards new models of 
access to public services. Whereas the parents 
supported the designed approaches, the public 
administration staff rejected them. Thus, we analyze 
the meaning of these reactions for the design of onestop 
approaches as well as the ways to integrate 
differing attitudes and perspectives into egovernment- 
design. The article closes with final 
remarks on the usefulness of empirical-based design 
research, more precisely Action Design Research, in 
the context of e-government.