1. Klaus, could you please explain what an 'Open Source Program Office' is and what role it plays in the administration of the City of Munich?
An Open Source Program Office (OSPO) serves as a central hub for open source strategies, policies, and their implementation within an organization. This concept is not new; companies such as Siemens and the WHO already use OSPOs to manage their open source strategy.
For a major city like Munich, an office like this is essential to ensure that open source software is used effectively and developed further where necessary. Munich’s OSPO takes on several core responsibilities:
- Consultation: Which open source tools can be used within the administration? What legal aspects must be considered?
- Quality assurance: Evaluating software for security, stability, and functionality.
- Development: If key features are missing, the OSPO coordinates directly with developer communities.
"Beyond internal consulting, the OSPO acts as a bridge between the administration and open source communities as well as companies like Zammad."
A concrete example from Munich: we wanted to use the software WinSCP software, but a critical feature was missing. Rather than turning to a proprietary alternative, we contacted the developer directly and collaborated with them to implement the missing functionality. The result is a tailored solution for the City of Munich that also benefits users worldwide.
2. What role does open-source software play in the IT of the public sector?
Open source software is a key driver of digital sovereignty, providing public institutions with greater independence from large tech corporations and giving them control over the software they use, and better long-term planning capabilities.
Modern administrations handle vast amounts of data that need to be processed, managed, and secured. This is where the practical value of open source becomes especially clear. Take Munich, for example: the city publishes groundwater temperature data. This information may seem minor at first, but it is crucial for planning sustainable heating infrastructure. Such data-driven processes require powerful, flexible and adaptable software.
"Munich follows the principle of 'Public Money, Public Code': the idea that software funded by taxpayers should also be accessible to the public."
Instead of paying high licensing fees to proprietary vendors, the city can channel resources into improving open source solutions. It's a more efficient, sustainable, and community-focused approach to digital infrastructure.
3. What sets Munich’s open source approach apart?
From the very start, the City of Munich has taken a hands-on, practical approach to open source. Its OSPO provides a dedicated point of contact to support, advise on, and drive open source initiatives across the administration. This includes practical assistance with setting up repositories, structuring code and documentation, and navigating legal issues.
However, open source is never a solo effort — it's always a global endeavour. At the federal level, we work closely with the Center for Digital Sovereignty (ZenDiS), and at the European level, with the Open Source Observatory (OSOR).
Of course, we also maintain close ties with other municipalities, including major cities such as Dortmund, Hamburg and Berlin, as well as regional administrations like the Oberallgäu District Office.
4. What challenges do you see in practice?
Open source follows a different logic than traditional licensing models. It's not just about purchasing technology; it's about investing in communities, continuous development and collaborative learning. This sustainable, long-term mindset can sometimes clash with short-term expectations. While proprietary vendors market their products as ready-made solutions, open source requires more ownership, initiative, and willingness to shape outcomes. But in return, it offers genuine digital sovereignty and reduces dependence on single vendors.
"The real hurdle rarely lies in procurement. Open source software can be purchased in a legally secure and formally correct manner. What's often missing, however, is awareness of its long-term strategic value."
Naturally, public sector IT can’t be overhauled overnight. Switching from Microsoft Office to LibreOffice, for example, takes careful planning — not because of missing features, but because existing structures are often deeply tied to proprietary ecosystems.
That’s why Munich takes a pragmatic approach: open source is introduced where it proves itself technically, makes sense economically, and promotes long-term independence. The focus is on interoperability, sustainability, and a gradual, thoughtful transformation.
5. Are there already successful open source projects in public administration?
Absolutely! Open source has already become a core component of municipal IT in many areas and has delivered impressive results.
In Munich, our current focus lies on data centers and cloud services. These areas in particular hold enormous potential for strengthening technological independence from proprietary providers.
The city of Treuchtlingen, for instance, has consistently relied on open source for nearly 20 years and now runs a highly efficient administration with an exceptionally high share of free software.
One of the most ambitious examples right now is the state of Schleswig-Holstein. Not only is it actively implementing open source solutions, it’s also making a renewed push to introduce the Linux desktop across public administration. Another especially promising area is the use of open source for software-based telephony, which marks a major step forward in the digital transformation of the public sector.
6. How can open source solutions like Zammad improve citizen services?
Citizens fill out the form online, but behind the scenes, the process works much like it always has: a staff member receives an email, manually transfers the data, and continues working across disconnected systems. From the citizen’s perspective, the process remains opaque and usually ends with a paper letter in their mailbox.
"While many public services today are technically digital, they often stop at a simple web form."
Previous software solutions were often highly specialized but not designed for communication. This is exactly where Zammad comes in. It enables structured, two-way dialogue with citizens via email. For example, if someone applies to get married and has documents from abroad that aren’t in German, traditional systems often fail at such deviations. Zammad, however, allows simple follow-up questions directly within the ongoing process.
Another key strength is its open architecture: Zammad integrates flexibly into existing IT infrastructure through standardized APIs. Processes don't need to be redeveloped, just meaningfully connected. Since Zammad as open source software is continuously developed with real feedback, the ticketing system continuously adapts to new requirements.
The City of Munich is actively leveraging these strengths to improve its citizen services. Since early 2024, Zammad has been used as the central ticketing system. Nine digital services, including heavily used ones like driver's license applications, are already connected. The goal is clear: Step by step, all approximately 250 online services should be integrated. Zammad creates comprehensive, digital citizen services that relieve both administration and citizens in daily life.
🚀 Munich leads the way
What happens when digital applications still get stuck in analog workflows? Munich has found the answer: Seamless citizen communication with Zammad
7. What needs to happen for open source to become the standard in cities like Munich?
It all starts with mindset. Open source isn't a short-term cost-saving measure, but a strategic investment in digital sovereignty and future viability. In addition to financial resources, it takes a willingness to rethink existing structures, strong political support, and a collaborative spirit within and across public institutions.
Munich is showing how this transformation can succeed: with an Open Source Program Office (OSPO) providing the structural framework, tangible projects like the rollout of Zammad for citizen services, and an active connection to the broader open source community. This kind of approach can serve as a model for other municipalities.
"A decisive factor is networking between administrations. When administrations share, adapt, and co-develop solutions, the full potential of open source can truly unfold."
Munich, for example, actively shares its experiences using Zammad with other cities. Schleswig-Holstein makes its open source developments publicly available and promotes reuse across the country. Through such learning relationships, not only is development effort reduced, but standards are also created that other municipalities can build on directly, instead of starting from scratch with every project.
