Citizens’ Services in Aarhus
It is important that the municipality listens to and provides the best possible services to its customers, the city’s citizens. Self-service solutions and innovative layouts are some of the current focus areas for Citizens’ Services.
Citizens’ Services is the City of Aarhus’s one-stop point of access to the municipality for citizens. The services provided are either transactions, for example when a passport, driving licence or a national health insurance card is issued to a citizen, or related services, where the citizen needs information from the City of Aarhus.
Citizens’ Services and the public libraries are combined in one department, and citizens’ services are available to the public at Dokk1, the new main library on the harbour front, and at 18 branch libraries.
Based on the considerable societal and economic benefits associated with digitalisation and self-service user transactions, the City of Aarhus has adopted a channel strategy which focuses on incentives for citizens to use digital, interactive channels when making inquiries rather than, for example, emails, letters and face-to-face contact. This strategy is aligned with the Danish national eGovernment strategy that, through legislation, is gradually pushing forward mandatory digital self-service.
Support for self-service
The City of Aarhus has developed a wide range of web-based self-service solutions. The Citizens’ Services employees act as ‘cooperators’ or ‘digital ambassadors’ for citizens who need to learn how to serve themselves. Making end-user interfaces more user-friendly is a key priority, as is the development of services targeted towards mobile platforms, tablets and smartphones.