Citizens' Bureau looks back on a successful 2022

The number of services provided to customers on site at the Citizens' Office increased by 10.8 percent compared to the previous year. Exactly 113,997 Offenbach residents had appointments in Kaiserstrasse, which is 11,136 more than in 2021. The peak month was March with 11,141 customer contacts. The average waiting time was around 9 minutes. Lead times for available appointments averaged 4 days in 2022, an improvement of one day compared to 2021 and 6 days compared to 2020.

In addition to personal customer contact, a total of 72,474 services were provided online. 1,785 Offenbach residents used the online options to register or reregister in advance. The online residents' parking permit portal recorded a good 16,455 users, while 7,199 people obtained registration certificates and certificates of good conduct online. Just under 260 people used the online vehicle deregistration service.

"With the imminent addition of further online services in the area of driving licenses and the introduction of the major customer interface for our commercial customers in autumn 2023, we will continue to drive forward the online services offered by the Citizens' Office and make them even more attractive," says City Treasurer Martin Wilhelm. "The key account interface will also enable our commercial customers to access online vehicle registration services. We are aware that a good citizen's office service not only includes good online offers, but also comprehensive and high-quality advice on site."

With a good 37,000 appointments, the registration area was once again the most popular, followed by passports and ID cards with 22,616 appointments and vehicle registrations with 20,016 appointments. A total of 14,312 appointments were made in the driving license area.

However, the Citizens' Office does not only work in the customer business or online, many processes are handled in the background. This includes administrative assistance for a large number of different authorities as well as digital communication with citizens and authorities such as the Federal Motor Transport Authority. In 2022, a total of 225,579 processes were processed, an increase of 4 percent compared to the previous year.

"This means that the less visible background business, which is made up of the results of case processing and online services, accounts for the majority of the Citizens' Office's area of responsibility with just under 300,000 processes. Almost 31,000 emails alone were answered promptly and competently in 2022," explains office manager Martina Fuchs.

Martin Wilhelm: "I would like to thank the office management, the 70 employees and currently five annual trainees at the Citizens' Office for their commitment, continuous development and good results - they are simply doing a good job."