Public administration faces a fundamental challenge: how can authorities modernize their processes without making massive IT investments or hiring specialized developers? The answer lies in a combination of low-code platforms, artificial intelligence, and intelligent automation—technologies that are already being successfully deployed in German federal states today.
Municipal authorities primarily employ administrative staff and service providers—not software developers. Their IT landscapes are often dominated by legacy systems that have evolved over decades, alongside numerous isolated specialist applications. Because these systems are poorly integrated, data must be transferred manually, processes are fragmented, and approval procedures can take weeks or even months. The result is slower service delivery, frustrated employees, and inefficient use of resources.
Another challenge is: many public administrations are tied to outdated, inflexible systems that cannot be adapted to regional characteristics or new requirements. Modernization seems impossible—too expensive, too complex, too risky.
At the same time, demographic change is intensifying the pressure to act. Many public administrations are facing a wave of retirements, while vacant positions are becoming increasingly difficult to fill. Automation is therefore not only an efficiency measure, but also an important instrument for safeguarding the performance of public administration.
This is where hyperautomation comes into play. It combines three technologies:
The result is a platform that largely automates complex administrative processes and supports employees in making decisions—faster, more accurate, and more transparent than purely manual processing.
Unlike pure AI solutions, decisions remain traceable at all times. Rule sets, data sources, and process steps can be documented and verified in an audit-proof manner. This supports compliance with regulatory requirements and strengthens trust in digital administrative processes.
A concrete application example demonstrates the power of this technology: when a citizen submits an application, the authority normally has to gather data from various systems—specialized processes such as registration registers, financial applications, or geodata and registry systems. This takes time, and errors arise from manual transfers.
With Pega's Live Data concept, things work differently: the system automatically retrieves all the required data from various sources in real time. The data is always up to date, and errors are automatically detected and flagged. Case workers receive a complete, accurate data record—without research, without manual effort.
Another key to automation is what are known as Decision Strategies. These are visual tools that allow case workers to define decision rules—without writing a single line of code.
Example: An approval process could have the following rule: "If the applicant is over 18 years old, has no debts, and all documents are complete, the application can be automatically recommended for approval or—where legally permissible—directly approved." This rule is defined visually, the system executes it—for thousands of applications per day.
AI-supported processes complement rule-based decisions through pattern recognition, forecasts, and risk assessments. AI models can identify patterns based on historical data, and can even automatically detect cases of fraud or erroneous applications.
The responsibility for administrative decisions always remains with the competent authority. AI and automation support employees, but do not replace professional and legal responsibility.
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The implementation of such systems delivers measurable results:
A key advantage of this technology is its user-friendliness. Modern platforms such as Pega offer:
The T-Systems Digital Toolkit Public contains, for example, pre-built solutions for typical administrative tasks and is already compatible with uniform federal systems such as BundID.
A common concern about digitalization is data protection. Modern solutions address these concerns by meeting strict European requirements.
Systems can be operated on T Cloud—a German, sovereign cloud infrastructure. This means:
The technology is no longer a distant dream—it already works in practice. T-Systems has successfully implemented projects in Saxony and North Rhine-Westphalia. The company has received multiple awards, including the Pega Industry Excellence Award 2025 for the public sector.
The PAC INNOVATION RADAR 2026 also recognizes T-Systems as a "Best in Class" provider for AI services in Germany and Europe—evidence of comprehensive expertise in intelligent automation.
For authorities wishing to take this path, reliable partners and proven technologies are available today. The first step is simple: a conversation with experts who understand how public administration works.
With Pega Blueprint, requirements are quickly captured in a structured way and translated into clearly defined business processes. On this basis, a clickable prototype is created immediately, which can be iteratively refined together with specialist departments—in real time. The validated processes are then automatically converted into Pega application artifacts, which significantly reduces the implementation effort. Finally, the implementation takes place in the chosen target infrastructure—for example, on-premises, in T Cloud Public, the Pega Cloud, or another cloud environment.
Intelligent automation is no longer a future scenario—it is reality. Authorities that leverage these technologies become faster, more efficient, and more citizen-oriented. They can relieve the burden on their employees, reduce costs, and simultaneously offer better services.
Public administration becomes future-proof as a result. Not through massive investments or complex technology, but through intelligent solutions that work with people—not against them.
T-Systems supports you throughout this transformation—from analyzing your requirements and implementing the right solution to successfully rolling it out across your organization. Talk to us and start shaping the administration of tomorrow, today.
