Citizen Experience: Seven Ways Luxembourg's Public Organizations Can Rise To The Challenge

Just as customer experience has become a crucial part of every company's success, citizen experience is climbing the public sector's priority ladder. The "age of the customer" is upon on us, and everyone needs to get on board!

In KPMG's recently published white paper on public sector digitalization for citizens, we take a closer look at how different branches of Luxembourg's public sector are performing in terms of citizen experience. From public administration and public transport, to public health and public commercial services (including utilities and postal services), we highlight the key challenges, describe existing initiatives, as well as outline a typical citizen journey. We also take inspiration from citizen experience best practices further afield.

Check out these seven tips to help public organizations enhance the digital citizen experience:

Understand citizen motivation Offer targeted experiences that truly meet their specific needs. KPMG has developed the "Five Mys" (my motivation, my attention, my connection, my watch and my wallet) - five key elements which help identify the real drivers of customer/citizen behavior.

Combine human and digital forces The secret is to place empathy at the heart of technological developments and accompany citizens as they familiarize themselves with new digital tools.

Connect the organization's front, middle and back offices This is essential to implementing citizen experience action plans effectively and efficiently while also aligning with business partners to jointly deliver on commitments to citizens.

Develop a digital and...