Last year in Berlin, our Zammad team immersed itself in the vibrant world of smart city innovations. The Smart Country Convention was a turning point: it opened up new perspectives on the digitization of the public sector and showed how open source solutions like ours can drive change in public administration.
We left feeling inspired and convinced that Zammad can make a tangible contribution. That’s why we’re coming back in 2025, this time as an exhibitor.
Our Takeaways from SCCON 2024
The exhibition halls at SCCON 2024 were filled with energy and enthusiasm for smart technology solutions. However, alongside many success stories, a number of persistent challenges that are slowing down digital transformation in the public sector also came to light. Three points in particular stuck in our minds.
1. The digital communication gap is wider than expected
As we toured the exhibition, we came across many interesting innovations, such as citizen self-service kiosks, form digitization tools, and automation platforms. Yet, one thing was missing: truly integrated, remote digital communication solutions.
In many public administrations, citizen communication still runs across multiple channels that are handled in isolation: a phone hotline here, an email address there, and a web form somewhere on the website. This leads to:
- Inquiries get lost between departments
- Citizens face multiple "touchpoints" instead of one streamlined service
- Response times increase because the tools don't communicate with each other
2. Fragmented systems hold back digital progress
We had candid conversations with municipal IT teams last year at the convention, and one recurring frustration emerged: everything is fragmented. Systems for document management, citizen portals, communication tools, and reporting often exist in silos. Staff waste time bouncing between these systems, re-entering the same data, and struggling with inconsistent processes. The consequences:
- Higher costs maintaining multiple disconnected systems
- Incomplete data and duplicated work
- Slower services and more citizen frustration
3. The need for sovereign digital solutions is growing
One of the most pressing topics was digital sovereignty. More and more public sector leaders are recognizing that control over data, compliance, and technology decisions is non-negotiable.
This isn’t only about security and regulatory requirements. Just as important is ensuring that critical public infrastructure can evolve and adapt without being constrained by proprietary vendors. What’s needed are solutions that:
- Keep critical services independent from proprietary vendor restrictions
- Are adaptable to evolving needs
- Ensure transparency in how the software works
From Challenges to Concrete Solutions with Zammad
Our visit to SCCON 2024 provided valuable insights into the future of the public sector and the unmet needs that remain. By the end of the event, one thing was clear: the challenges are significant, but so are the opportunities to overcome them with the right tools. This is exactly where Zammad comes in.
- Ensuring Digital Sovereignty – Using the example of the City of Munich, we demonstrate how Zammad enables municipalities to operate their own digital infrastructure, avoid vendor lock-in, and empower their IT teams.
- Enabling Seamless Citizen Communication – How multi-channel support increases citizen satisfaction and speeds up request handling.
- Achieving Connected System Landscapes – How Zammad links existing systems and new platforms to unite dispersed workflows into one efficient end-to-end process.
Let's meet at SCCON 2025!
The digital transformation of public administration is gaining momentum. Technology decisions made today will shape the quality of citizen services for years to come. Interoperable, sovereign, and citizen-focused solutions are the key to building trust and long-term resilience.
As an exhibitor, we’re bringing hands-on insights to the table:
- Live Product Demonstrations – Experience Zammad in action and see how citizen inquiries from all channels flow into one central system.
- Expert Consultations – Talk to us about your current processes and potential integrations into your existing IT landscape.
- Real-World Success Stories – Learn how administrations like Munich are already benefiting from a sovereign, open helpdesk solution.
We look forward to meeting you in person!
📅 September 30 – October 02, 2025
📍Messe Berlin — Hall 25 | Booth 126