CHALLENGE
There is a need to rethink the physical surroundings for public services. The services that require a physical meeting are different from the services of previous times.

To create the surroundings for physical meetings between the local authorities and the public at a time when public services are being increasingly digitalised.

FINDINGS
Service design today deals with creating the best possible interaction between different services offered - physical meetings, via the Internet and by telephone.

Public service is currently being redefined and is moving closer to the people – right into the home and the community.

Within the same service concept, public service design must be able to house two different user situations: personal counselling as well as efficient, standardised handling of cases.

SOLUTION
Service design 2.0 is an innovative design for Copenhagen’s new Citizen Service Centre, where the interaction between physical and digital public service is set in a framework that simultaneously is conducive to both professional counselling and efficient co- and self-service. This corresponds to the local
authority’s vision for the future public service centres.

The public can now contact the local authority by computer to a far greater extent, while the physical citizen service centre has a new, more complex function. Copenhagen’s Citizen Service Centres will be concentrated in the future into a number of supercentres designed to be open and simple with the aim of providing both personal counselling that requires concentration and intimacy and the standardised handling of cases, where efficiency is the keyword.

Design 2+1 Idébureau
Customer Citizen Services of Copenhagen