Potsdam revolutionizes citizen service: five times shorter waiting times!

Potsdam revolutionizes citizen service: five times shorter waiting times!

A lot is happening in citizen services in Potsdam. From December 1, 2025, there will be exciting innovations that are intended to significantly improve the user experience. The waiting time for appointments has been shortened five times compared to the beginning of the year. Whether for a passport or ID card, short-term appointments are now available within a few days. Even more complex applications have a foreseeable waiting time of around three weeks.

What is also important is the relocation of the appointment desk from the Wilhelmgalerie to the main location on Yorckstrasse, which will make processing even more efficient. At the new location there is also the option of obtaining waiting numbers for people without an appointment at the information desk with a specific time slot for processing. This means that citizens can decide for themselves whether they want to stay on site or spend the waiting time elsewhere. This flexibility is particularly valuable when you consider that, in addition to the main office, the “Fast Lane” on Edisonallee is also being expanded to become the “Citizen Service Center Center East”.

Improved services

Since March 2025, citizens have benefited from optimized processing of passports and ID cards in the fast lane. From December 1st, most services, with the exception of temporary identification documents, will be available at Edisonallee. This offers an easily accessible contact point for the districts of Babelsberg, Am Stern and Am Schlaatz. In addition, since October 2024, applied documents can be picked up close to home at Edisonallee 5-9, which further increases citizen-friendliness.

When it comes to digital services, Potsdam has already taken a good step forward. Around 80 government services are now available online, including the option of applying for a certificate of good conduct. All you need is the online identification function of your ID card. In June 2025, Potsdam was the first municipality in Brandenburg to introduce electronic residence registration. By the beginning of November 2025, almost 1,130 digital applications had already been received, which reflects the positive response from citizens.

Appointment booking made easy

In times when time is precious, Potsdam has also modernized appointment booking. This can be done conveniently via online appointment management or by telephone at 0331 289-1111. When booking, citizens can select the services they want and have the appointment confirmation either printed out, saved or sent by email. It is important to stick to appointments conscientiously, as they expire after five minutes late. It is advisable not to arrive too early due to the limited capacity in the waiting area.

For non-urgent matters, citizens should consider medium or long-term appointments. For urgent matters, it is even possible to go to a citizens' office without an appointment to clarify the situation at the information desk. This ensures that no one is standing in front of locked doors.

With these measures, Potsdam shows that the city takes the needs of its citizens seriously and is continually striving for improvements. The new options in citizen service are a clear step in the right direction, and citizens can be excited about what the future holds. Further information is available on the websites of Potsdam.de and Potsdam Bürgerdiensten, as well as on service.berlin.de.