CHALLENGE
People’s expectations to public service increase.

The goal was to become the country’s leading municipality in terms of servicing the public. The public were to be moved from service to self-service – without reducing the service.

FINDINGS
Combining the improvement of public efficiency with increased public service through digitalisation and the design of new service processes has great potential.

Nevertheless, people with good digital skills choose not to use self-service solutions because they believe that showing up in person at the public offices has a positive impact on the handling of their case and the outcome of e.g. applications.

The path from service to self-service is easiest via co-service.

SOLUTION
Two new service bureaus – called Citizen Service Centres – were set up tailored to the public. The bureaus are linked to a website, self-service options and a call centre. The staff, public and strategic goals for the new service have been carefully incorporated into the layout of the bureaus with the overall objective of achieving the best possible interaction between the public and the authorities.
A survey carried out in April 2007 by Epinion showed that 91% of users are either satisfied or very satisfied with their visit to the Citizen Service Centre. These figures far exceed the expectations established during the development of the project.

Design 1508 A/S
Customer Århus Municipality
Partner 3PART