Anti-Discrimination Agency inquiry management

The Federal Anti-Discrimination Agency is the central contact point for people who have experienced discrimination. DigitalService is building digital infrastructure that will enable the agency’s employees to handle inquiries more efficiently and quickly. This will free them up to improve the support and advice provided to the people affected.

Everyone in Germany is protected against discrimination, regardless of their ethnic origin, religion or belief, sexual identity, gender, age, or disability.
The Federal Anti-Discrimination Agency is the central contact point for people who have experienced discrimination. Anyone affected can contact the agency for support and advice. Demand for its services is high: in 2024, the Federal Anti-Discrimination Agency received 11,405 inquiries – more than double the number in 2019.
This increase in volume also has an impact on the administrative staff who receives, sorts, and individually reviews the inquiries. People seeking advice are referred to appropriate support services. Many of the process steps are manual, placing a significant burden on staff. Efficient, digital structures are needed to cope with the sharp increase in inquiries.
The agency also provides information on discrimination-related issues in the form of position papers, campaigns, annual reports, and a report to the German Bundestag. For the most part, data is also manually analyzed and evaluated.
DigitalService is developing digital solutions and optimizing processes. A modular working environment that ensures digital sovereignty is being developed for modern case management. Centerpiece is a central platform: unstructured inquiries will be organized through a guided digital dialog that will eliminate media disruptions. Routine administrative tasks will be automated, thereby freeing up employees to focus on managing the increasing demand and giving considered advice to those in need of support.
Scientific reporting should become more efficient. A sustainable infrastructure will be built using open-source standards. These measures are intended to ensure lasting improvements in service quality for people seeking advice.

Status: Development

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