More online, less email: Federal Employment Agency relies on secure online channels

The protection and security of personal data in digital customer communications is a top priority for the Federal Employment Agency (BA). For this reason, the BA restricts the use of unsecure email communication and relies on secure digital access channels via its online portal and app.

26 Jun 2025 | Press release no.28

Video communication, online appointment scheduling, customer apps: The BA offers its customers numerous online services that have been gradually developed over the past few years. 
Stefan Latuski, CIO of the BA: "Data protection and personal identity protection are top priorities for the BA. The contents of unencrypted emails are not protected against access by unauthorised third parties. This is one of the main reasons why we limit email communication with our customers. We are increasingly focusing on the use of data-secure communication channels developed in-house, such as the BA-mobil app. At the same time, we urge our customers to make greater use of our eServices and apps.”

Apps and eServices as secure and fast alternatives to email communication

The BA-mobil app, for example, offers a practical upload function that allows customers to upload application documents or documents for unemployment benefit applications quickly and securely in compliance with data protection regulations, as well as notify changes and view notifications.
Unlike email, the online portal and app also allow the identity of the account holder to be clearly identified.

Some documents submitted digitally via the online portal or the customer app are already processed automatically. Customer enquiries can therefore be processed much more quickly than the contents of incoming emails, which are often incomplete and in many cases lead to follow-up queries from customers. This also benefits BA employees, who can use the time saved to provide individual customer service.

Accessibility of employment agencies via email will be reduced

From 1 July 2025, employment agencies across Germany will no longer be available via email. The previous mailboxes of the employment agencies (e.g.koeln@arbeitsagentur.de) will be deactivated with immediate effect. If customers continue to send emails to this address, they will be automatically rejected and a notification will be sent informing them that the email has not been delivered.

Customers can, of course, continue to contact their employment agency by telephone or post as before. Personal appointments are also possible. The BA recommends making an appointment in advance.

Information on using eServices can be found on the page eServices for citizens (available in German).
Information on using the BA-mobil customer app can be found at BA-mobil: The customer app of the Federal Employment Agency (available in German).