Social welfare offices are facing a turning point: the number of beneficiaries and applications is increasing. At the same time, the offices are facing structural challenges such as demographic change, a shortage of skilled labour and an IT landscape that remains heterogeneous. The fire letter from Berlin's social welfare offices in January 2025 highlighted this overload.
The new government indirectly addresses this problem in the 2025 coalition agreement (para. 4442-4462) and announces a comprehensive reform of the welfare state with the aim of making services more citizen-friendly, more digital and easier to access: "The goal is more citizen-friendly services from a single source". The report by the National Regulatory Control Council "Ways out of the complexity trap" (2024), which calls for a radical simplification, bundling and harmonisation of social benefits, previously provided important impetus.
This is not just about digitalisation, but also about better access. The processes are rarely thought about from the citizens' perspective. This leads to problems.
Between aspiration and reality: the status quo
Many social welfare offices continue to work predominantly analogue. In particular, applications for benefits under SGB XII - i.e. basic income support in old age and in the event of reduced earning capacity as well as assistance with living expenses - are often submitted on paper. Digital application forms only exist in isolated cases, despite OZG requirements. The problem is that the target groups often have limited digital skills, which makes access even more difficult. Where digital solutions are available, they are also not tailored to the target group. For example, due to the complexity of the social system, those affected often do not know whether they should apply for citizens allowance, living allowance or SGB XII benefits.
The consequences: On the one hand, analogue, incorrect or incomplete applications are often submitted for the reasons mentioned. This leads to long processing times and unnecessary administrative work. On the other hand, bureaucratic hurdles and stigmatisation effects are one of the main reasons why benefits are not claimed. Given the rising poverty rates, this is more than worrying. User-centred digitalisation is not a "nice-to-have" here - it is a prerequisite for a functioning administration and an accessible welfare state.
Political framework: The planned reform of the welfare state
The traffic light coalition has set itself ambitious goals: With the announced reform of the welfare state, social legislation is to become more digital, simpler and more transparent. The coalition agreement explicitly mentions the simplification of application procedures and the nationwide expansion of digital access as key measures.
The report by the Standards Control Council will have been an important source of inspiration for this. Among other things, it advocates modular application routes that rely on standardisation and common interfaces. The idea of a user-friendly digital social account is also discussed.
Requirements for digital SGB XII applications
Especially in the area of benefits under SGB XII, digital solutions are needed that address the reality of the lives of those affected. The key requirements are
User-friendliness and accessibility: Applications must be usable without technical hurdles - even without eID or complex authentication procedures.
Comprehensible language and help functions: Explanatory texts, visual aids and simple navigation help to avoid incorrect applications.
Pilot functions: Intelligent queries help users to identify the appropriate service.
Non-formality as an enabler: According to Section 9 SGB X, the administrative procedure is not bound to a specific form - digital applications are therefore legally permissible, even without a qualified electronic signature.
Digitalisation only represents added value if the opportunities offered by digitalisation and SGBs are used sensibly. As a result, citizens will actively use online services and use forms less frequently.
Recommendations for local authorities
If you want to promote digitalisation in your own social welfare office, you should take a structured approach:
Analyse processes: Which services are particularly time-consuming? Where do media disruptions occur?
Start pilot projects: Start with low-threshold services - e.g. digital housing benefit application.
Involve specialist departments: Digitalisation can only succeed together with the people in charge.
Choose technology strategically: Solutions should be modular, accessible and capable of integration.
Find a partner: Specialised providers such as LeistungsLotse already have valuable experience.
