The knowledge transfer for the digital transformation of public services at the federal level is a critical step in modernizing government processes and improving citizen access, such as through online applications or e-government services. A consulting firm supported this transformation process over a defined period, generating valuable insights into workflows, automation of approval procedures, and best practices for efficient implementation. After the consulting phase ended, government agencies were tasked with continuing the digitalization of public administration independently and building upon these results. Without a structured transfer process, this expertise risked being lost, buried in paper reports, or remaining unused—potentially delaying the progress of digital transformation significantly.
The challenge was to develop a solution that would make this knowledge permanently accessible, enabling agencies to advance digital transformation without constant reliance on external consultants. While an existing platform could serve as the foundation, it lacked clear structure, user-friendly presentation, and intuitive navigation to make the content truly effective. Our objective was to ensure the knowledge transfer for digital transformation was designed so that public administration could benefit from these insights in the long term, fully achieving the goal of providing procedural know-how for the digitalization of public services on a centralized platform.
Our team developed a strategy for the knowledge transfer of digital transformation that focused on sustainability and efficiency to support the modernization of public administration. We began with a detailed project roadmap that clearly defined each phase—from knowledge collection to publication—complete with milestones. A kickoff workshop with key knowledge holders from the consulting firm ensured early alignment and active involvement of all stakeholders, including government agency representatives. We analyzed the technical capabilities of the platform to ensure it met requirements for stability, security, and ease of use as an IT service solution.
We then created a clear, well-structured content framework in collaboration with the agencies, ensuring it met their practical needs—for example, by including categories such as process descriptions, FAQs, and training materials. Knowledge holders created the content, which we refined for clarity and visual appeal by simplifying language, adding diagrams, and integrating search functionality to enhance usability. We also implemented a permissions framework to restrict access to authorized personnel and safeguard sensitive information. After final optimization and testing, the knowledge transfer content went live, making the digital transformation knowledge base accessible to public administration.
We placed particular emphasis on making the platform intuitive and easy to navigate, with clear menus and easily accessible resources. Through iterative feedback sessions with the agencies, we ensured the content was practical—featuring real-world examples from digitalization projects—and that it actively supported transformation efforts by offering actionable guidance.
The result was a secure, user-friendly knowledge platform that enables the knowledge transfer for digital transformation and serves as a central resource for government agencies. Through a secure login, agencies can access guides, documents—such as workflows and checklists—and best practices that simplify the transformation process and accelerate the digitalization of public services. The platform is scalable, allowing for the addition of new processes, updated procedures, and regulatory changes, ensuring it continues to support public administration in the future.
Through our structured methodology and close collaboration with subject-matter experts, we created a sustainable knowledge management system that achieved the core objective: transferring procedural knowledge for the digitalization of public services from the consulting firm to the relevant government agencies. The knowledge transfer ensures that agencies can independently continue their digital transformation efforts without losing valuable expertise. The platform acts as a central hub that not only meets current needs but also provides the IT foundation for future digital initiatives.
The solution was designed for flexibility, allowing adaptation to evolving requirements such as technological advancements or the addition of new public services. It empowers agencies with the tools and knowledge they need while preserving insights from the transformation process. As a result, digital transformation becomes more efficient, sustainable, and citizen-focused—strengthening public service delivery as a whole.