End of Commitment Report – Improving accessibility and visibility to mobility services: Using the potentials of data-based technologies to improve mobility for different groups.

Name of Evaluator

Frederick Richter

Email

[email protected]

Member Name

Hamburg, Germany

Action PlanAction plans are at the core of a government’s participation in OGP. They are the product of a co-creation process in which government and civil society jointly develop commitments to open governmen... Title

Action plan – Hamburg, Germany, 2022 – 2024

CommitmentOGP commitments are promises for reform co-created by governments and civil society and submitted as part of an action plan. Commitments typically include a description of the problem, concrete action...

Improving accessibility and visibility to mobility services: Using the potentials of data-based technologies to improve mobility for different groups.

Title

Improving accessibility and visibility to mobility services: Using the potentials of data-based technologies to improve mobility for different groups.

Action

Considering that mobility is a topic that contributes to a citizen-friendly city, we will seek to design and transparently publish more comprehensive information access points on mobility, e.g., information pillar, or barrier information system. For this purpose, we will integrate already existing initiatives in Hamburg which deal with mobility and use synergies. The development and design of activities should also always happen in cooperation with affected groups. We will also strive to make information on development steps and participation opportunities for the design of a mobile city accessible through open formats, establish reporting channels, and promote processes for more transparencyAccording to OGP’s Articles of Governance, transparency occurs when “government-held information (including on activities and decisions) is open, comprehensive, timely, freely available to the pub... More, and citizen participationAccording to OGP’s Articles of Governance, citizen participation occurs when “governments seek to mobilize citizens to engage in public debate, provide input, and make contributions that lead to m... More.The expected results and the overall objective: Improve the availability of data related to mobility Counteracting marginalization. strengthen social accountabilityTransparency of public service delivery is not enough on its own; giving citizens opportunities to monitor progress on the ground and hold their governments accountable improves the quality of these s....Creating awareness to challenges related to different groups.

Problem

Mobility is an aspect that addresses different aspects of lives for every citizen. Mobility leads, among other things, to an expansion of our radius of action, to an active engagement with the environment, opens more and more choices for us, for example in terms of leisure activities, and serves to establish and maintain social contacts. Considering that different groups also have different challenges in terms of their mobility needs, it is important to focus on visibility and accessibility in a more differentiated way. We assume that the current information systems on public transport take individual needs only partially into account. Therefore, it is important to us that we also design mobility in the context of an inclusive city together with our society. For this, we want to make use of available public infrastructure data.Our challenges mainly concern to the question of how we can improve mobility information systems for different groups with the help of data-based technologies.

1.1 What was the overall level of progress in the commitment implementation at the time of this assessment?

complete

Provide a brief explanation of your answer:

The level of implementation of this commitment was assessed as complete. The digital information pillar was successfully implemented and officially launched in the urban quarter Jenfeld in April 2025. The system is functioning without technical issues at the time of this assessment.

The launch was accompanied by a public opening event, and interested citizens were actively supported in using the digital services and accessing relevant information. In addition, further functional extensions and enhancements are planned, demonstrating an ongoing commitment to the initiative’s sustainability and development.

The implementation can be objectively verified through the completed installation and operation of the information terminal, as well as documentation and public communication related to the opening event.

Digital information pillar makes data tangible

Hamburg brings city data to life for its residents.

1.2 Describe the main external or internal factors that impacted implementation of this commitment and how they were addressed (or not).

The implementation of Hamburg’s digital information pillar was influenced by both internal and external factors.
External Factors:
▪ Public Accessibility Needs: The primary external factor ensured that the digital pillar met the diverse needs of the population, particularly marginalized groups. Addressing this required careful design and functionality, ensuring the pillar was accessible to those with limited digital literacy or mobility. This was addressed through user-centered design, ensuring the interface was intuitive and easy to navigate.
▪ Community Engagement: The project benefited from the active involvement of local communities and civil society, which provided valuable input on design and functionality. This participatory approach helped ensure the pillar served the community’s needs. However, coordinating and integrating diverse feedback could have slowed down the implementation process.
Internal Factors:
▪ Collaboration Across Departments: Internally, coordination between different government departments, including urban planning and IT services, was crucial. The integration of mobility information with public service data, like Melde Michel, required cross-departmental cooperation. While this facilitated the project, it also posed challenges in terms of timelines and resource allocation.
▪ Technological Integration: The integration of various data sources into the pillar’s system was a significant internal factor. Ensuring the pillar displayed real-time, accurate information required a robust technological infrastructure. This challenge was addressed by focusing on reliable data systems and secure, efficient integration processes.

1.3 Was the commitment implemented as originally planned?

All of the commitment milestones were implemented as planned

Provide a brief explanation of your answer:

Overall, the implementation of the commitment corresponds to the original planning.
Adjustments were mainly made to the milestones in terms of time, but not to their content.

2.1.1. – Did the government disclose more information; improve the quality of the information (new or existing); improve the value of the information; improve the channels to disclose or request information or improve accessibility to information?

Yes

Degree of result:

Major

Explanation: In narrative form, what has been the impact on people or practice.

Hamburg’s commitment to enhancing public services through a digital information pillar has made a significant impact on both residents and administrative practices. The city has prioritized inclusivity and accessibility, addressing the diverse needs of its population across various services.
A key development was the launch of the digital information pillar in Jenfeld on 14 April 2025, providing real-time, accessible information on public transport, mobility services, and public services like Melde Michel. This initiative benefits marginalized groups such as the elderly and those less familiar with digital technologies,
ensuring equitable access to important information. The pillar’s user-friendly interface fosters greater independence and confidence among users, promoting a more inclusive urban environment.
Administratively, this project has encouraged collaboration between Hamburg’s public administration, civil society, and local communities. By integrating diverse feedback, Hamburg has developed more responsive and transparent services. This participatory approach has strengthened public trust in government institutions and improved service delivery.

2.1.2. – Did the government create new opportunities to seek feedback from citizens/enable participation inform or influence decisions; improve existing channels or spaces to seek feedback from citizens/enable participation/ inform or influence decisions; create or improve capabilities in the government or the public aimed to improve how the government seeks feedback from citizens/enables participation/ or allows for the public to inform or influence decisions?

Yes

Degree of result:

Major

Explanation: In narrative form, what has been the impact on people or practice.

Hamburg’s efforts to promote inclusive mobility through digital tools have led to meaningful changes for both citizens and public administration. The introduction of the digital information pillar in Jenfeld provided a new, low-threshold access point to real-time transport and local information, especially benefiting elderly people and those with limited digital access. This can enhance their independence and participation in everyday urban life. At the same time, the initiative encouraged the administration to collaborate more closely with local communities and civil society, improving how feedback is collected and used in planning. Overall, the project strengthened inclusive communication, accessibility, and trust in local governance.

2.1.3 Did the government create or improve channels, opportunities or capabilities to hold officials answerable to their actions?

Not Applicable

2.1.4 Other Results

Not Applicable

2.2 Did the commitment address the public policy problem that it intended to address as described in the action plan?

Yes

Provide a brief explanation of your answer:

Yes, the commitment effectively addressed the public policy problem identified in the Action Plan. Hamburg sought to improve the accessibility and visibility of mobility and public services for marginalized groups.

A key initiative was the installation of a digital information pillar in Jenfeld, offering real-time and accessible information on public transport and mobility services. This directly addressed the gap in existing transport information systems, which did not adequately meet diverse individual needs. The initiative improved access to mobility services, helping reduce marginalization and strengthen social accountability.
The commitment also promoted collaboration between the administration and civil society to ensure that mobility solutions were inclusive and responsive to community needs. This participatory approach improved service delivery and reinforced trust between citizens and public institutions.

3. Provide at least one lesson or reflection relating to the implementation of this commitment. It can be the identification of key barriers to implementation, an unexpected help/hindrance, recommendations for future commitments, or if the commitment should be taken forward to the next action plan.

A key lesson from the implementation of Hamburg’s commitment is the importance of combining digital innovation with inclusive, low-threshold access.
While the digital information pillar in Jenfeld proved effective in reaching underserved groups, its success relied heavily on early stakeholder engagement and user-centered design. One barrier was ensuring that technology met the diverse needs of people with limited digital skills or accessibility requirements. Future commitments should expand on this by embedding co-creation processes from the start and scaling such inclusive infrastructure across districts. Given its positive impact, this commitment should be further developed in the next action plan to reinforce equity in access to public services citywide.