# Digitalization of Services for Volunteers in Non-profit Organization

Mike Freitag, Oliver Hämmerle

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Mike Freitag, Oliver Hämmerle. Digitalization of Services for Volunteers in Non-profit Organization. IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2022, Gyeongju, South Korea. pp.329-334, 10.1007/978-3-031-16407-1_39. hal-05386071

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# Digitalization of Services for Volunteers in Non-profit Organization

Mike Freitag<fnref n="1" />✉ and Oliver Hämmerle<fnref n="2" />

**Abstract.** Non-profit organizations are also impacted by the digital transformation, and should pursue it systematically. To this end, this paper presents and describes a process model for transformation. This process model focuses specifically on the use of digital tools with strong involvement of volunteers. The process model is based on the service engineering and design thinking approaches, and supports the collaborative, interactive cooperation of volunteers. The process model was validated in the use case of volunteers at a German engineering society. This use case highlights the fact that volunteers would like to see a video conferencing tool used above all else. In addition, there is a call for greater involvement of young volunteers, for example via their own apps or forums.

**Keywords:** Virtual service engineering · Digital transformation · Smart services · Social entrepreneurship · Virtual volunteering · Public innovation

## 1 Introduction

The digital transformation has far-reaching effects on the work and organizational processes of the future. This affects not only traditional production and service companies, but also non-profit organizations (NPOs)—for instance, associations, foundations and unions.

Several studies now exist [1–5] on the status and development of digitalization in non-profit organizations in Germany. These studies set out in general terms the empirically determined status of the use of digital technologies and the identified need for change in terms of digital transformation. For example, the IW Consult study [6], in which more than 250 representatives from non-profit organizations were surveyed, confirms the major importance of digitalization for non-profit organizations. 80 percent consider it to be very important or somewhat important. At the same time, however, only slightly more than a quarter of the organizations surveyed felt well-prepared to reap the benefits of digital transformation.

<footnote n="1">¹ Fraunhofer Institute for Industrial Engineering IAO, Nobelstr. 12, 70569 Stuttgart, Germany
mike.freitag@iao.fraunhofer.de</footnote>

<footnote n="2">² Institut für Arbeitswirtschaft und Technologiemanagement IAT, University of Stuttgart,
Stuttgart, Germany</footnote>

<footnote>oliver.haemmerle@iao.fraunhofer.de</footnote>
Also the concepts of»social entrepreneurship« and»social business models« has also been widely studied, as a literature search revealed [2, 5, 7]. Especially the Digital-Report of»Haus des Stiftens« [2] in 2020 had to be mentioned here.

This paper offers a procedural approach and addresses the use of digital tools by volunteers at non-profit organizations [8]. It begins with a brief description of the conceptual process model of»Volunteering Service Engineering« and then it presents the results of a survey conducted by the»VDI Württembergischer Ingenieurverein« (Society of Engineers in Stuttgart, Germany) on»Virtual Volunteering« which is assigned to the first steps of this conceptual process model. The paper is concluded with a brief summary in Sect. 3.

## 2 Volunteering Service Engineering

The focus here is on the generation of new digital offers and interface management between core staff and volunteers. The aim is to ensure the participatory involvement of volunteers in the digital transformation of NPOs. The process model in Fig. 1 shows the key steps in introducing smart services for volunteers in non-profit organizations. The process model is a combination of the service engineering approach [9–14] and design thinking [15]. It focuses on the structured involvement of volunteers in the service development process. The knowledge and experience gained in service engineering can be transferred in simplified form, and adapted if required.

<figure><img src="image_3.png" /><figcaption>Fig. 1. Process model</figcaption></figure>

The first step is to define the strategic objective of the non-profit organization, for example, an increase in the target group of volunteers, engaging younger members, or increasing digital support for volunteer work [1, 3, 5]. In the second step, the potential for digitalization—for instance by means of surveys or workshops—is identified and reviewed within the NPO. Next, the ideas for Smart Services for Volunteers are brought together and reviewed as to their suitability for the non-profit organization [2–4, 16]. In the fourth step, the selected ideas are implemented and tested as prototypes using
digital tools. This is done through subscriptions to online cloud services or the use of open-source tools, for example. The final step is to scale the selected tool, and ensure that all volunteers are qualified to use it. Throughout the process, the focus is on involving volunteers [2, 16–19].

Selected results of quantitative data collected from volunteers at an engineering society in Stuttgart, Germany are described below. The survey of 850 volunteers was used to identify and analyze the NPO’s potential for digitalization. This quantitative analysis is to be assigned to process step 2 and 3. The central question is therefore which smart services are suitable for NPO.

## 2.1 Virtual Volunteering – on the Way to a Digital Future at the VDI Württembergischer Ingenieurverein e.V.

The process model described above was also implemented at the VDI. During **step 1**, strategic goals were defined as part of a workshop. Two key issues emerged here: increasing appeal among young students or professionals and fostering online collaboration and networking during the Covid-19 pandemic. Based on these findings, **step 2** and **step 3** of the process model involved the quantitative data collection and analysis of a total of 30 questions, answered by a total of 845 members of an engineering society in the Stuttgart region [20]. 7% of the respondents were students, 4% were employed for max. 4 years, 66% were employed for more than 4 years and 20% were no longer employed.

Configuration of a smartphone app was identified as an important way for VDI members to network and subscribe to information. This would give VDI members the opportunity to read contributions from other members and to publish their own contributions. Figure 2 shows how highly the respondents rated the benefits of such an app.

<figure><img src="image_4.png" /><figcaption>Fig. 2. Survey results “Community app” [19]</figcaption></figure>
As well as providing information on events that can be selected at any time, the app should also allow users to network with one another. In addition, push messages should be customizable. 46% of all VDI respondents rated the benefits of a VDI community app as high to very high. This proportion is particularly pronounced among students and young professionals at 64%, 44% of whom rated the benefit as very high.

Digital offers can also pave the way for joint workshops and simplify the management of collaborative projects. For example, volunteers with varying expertise could develop and implement such projects together by way of a digital Wiki platform. Figure 3 shows how highly the respondents rated the benefits of such a collaboration tool.

<figure><img src="image_5.png" /><figcaption>Fig. 3. Survey results “Collaboration Tool” [19]</figcaption></figure>

Collaborative work via a VDI platform is viewed as an interesting option in principle. 41% of all VDI respondents rated the benefits of such a collaboration tool as high to very high. Collaborative work via a VDI platform is rated as having high to very high benefits, especially by students and young professionals, and is seen as an interesting option with anticipated benefits.

## 2.2 Findings

The needs and requirements of volunteer members can be identified by analyzing and assessing the data collected. For example, the following beneficial digital offers were identified [20]:

* Design of hybrid committee meetings that combine face-to-face and live online meetings

* Self-services for volunteers in event planning and event promotion via email and newsletter

* Possibility of joint digital workshops
The volunteer VDI members surveyed see hybrid committee meetings that combine face-to-face and live online meetings as beneficial. However, the quality of participation in discussions, and reciprocal perception in online participation, should be similar to that of a purely face-to-face committee meeting. There is also a desire for self-services for volunteers in event planning and event application. Furthermore, the volunteers considered the option of conducting digital workshops to be helpful.

## 3 Summary

To successfully shape the digital transformation of non-profit organizations, it is important to use a strategy and process model for transformation in order to inform, mobilize and involve members in a purposeful manner. In particular, a targeted approach, i.e. one that is people-related and low-threshold, needs to be intensified. The process model presented focuses specifically on the use of digital tools with strong involvement of volunteers. The process model is based on the service engineering and design thinking approaches, and supports the collaborative, interactive cooperation of volunteers. The process model was validated in the use case of volunteers from an engineering society in the Stuttgart region. In summary, it can be said that the status quo of digitalization in the «virtual volunteering» area was recorded in detail. Thanks to the survey conducted at VDI Württembergischer Ingenieurverein, important needs for action were identified. Thus, volunteers at VDI Württembergischer Ingenieurverein primarily favor the use of a video conferencing tool. This allows volunteers to participate both online and face-to-face. In addition, there is a call for greater involvement of young volunteers, for example via their own apps or forums.

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