Citizens' Service Municipality of Aarhus

Web address of the case:

http://www.aarhus.dk

Country of the case:

Denmark

City/region:

Aarhus

Posting Date:

16 November 2007

Last Edited Date:

17 July 2008

Author:

Neil McDonald (ECOTEC Research and Consulting Ltd)

citizen-centric | services | municipal

Type of initiative

Project or service

Case Abstract

The Department of Citizens Service in the Municipality of Aarhus was founded in 2006. Its objectives are: to deliver citizen services of a high quality to citizens whether from Aarhus or other Danish municipalities; develop and promote e-services â€“ and thus e-government; develop the concept of citizen services based on citizen-driven processes and inputs.

Description of the case

Domain

eGovernment

Topic

Regional and Local | User-centric Services | Multi-channel Delivery | Services for Citizens | Other

Sector

Local/Regional Community Development | Social Services

Date

January 2006 to November 2007

Date operational

January 2006

Target Users

Citizen

Target Users Description

The Citizens Service in Aarhus delivers a one-stop-service. In an effort to ensure the best possible service, no matter what channel the citizens use for their contact (personal visit, phone, e-mail, letter and Internet), a channelling strategy was developed. One of the aims of this is to make most citizens use digital self-service solutions on the website by informing, encouraging and empowering citizens when making contact through channels other than the Internet.

Scope

Local (city or municipality)

Status

Implementation

Language(s)

Danish

Policy Context and Legal Framework

Project Size and Implementation

Type of initiative

Not applicable/not available

Overall Implementation approach

Public administration

Technology choice

Not applicable/not available

Funding source

Public funding local

Project size

Implementation: €5,000,000-10,000,000

Yearly cost:

€5,000,000-10,000,000

Impact, innovation and results

Impact

Aarhus is pioneering a fundamental shift in how services to citizens are designed and delivered.

Lessons learnt

Success has required leadership, commitment and valuing staff.

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The wrong side of KARMA (-kudos)!

18 November 2007 | 2014 Visits | Rating: 3 (maximum:5)

This is not serious, Neil. If you are not going to provide enough detail on the cases, you shouldn't submit a case. Even if it is worth 300 karma points :-(
You have submitted three cases in a row, but with so little details that they are not worth our time looking at them.

Maybe people at epractice should reconsider how these mechanisms can be reviewed, to avoid that the quality of submissions is affected.

Regards.

cases

19 November 2007 | 0 Visit | Rating: 3 (maximum:5)

I agree with your opinion: Cases in ePractice.eu need to fulfil high standards in order to be attractive for all members. We are therefore currently working to improve these cases you refer to, in order to be able to offer complete and valuable information as soon as possible also with these cases.

cases with very little information

22 November 2007 | 0 Visit | Rating: 3 (maximum:5)

The last days there are more new cases with very little information. When I posted a case with what I thought was an average amount of information, I immediately received a -friendly- e-mail from the ePractice editors saying that I should give more information (which I did). I hope the editors notify all persons who post cases with (to) little information -in a friendly way- and ask them to give us more information about their cases. We can give cases with very little, sometimes virtually none, information a low rating. Maybe there should then be a possibility to rate the case again if and when the contributor in question has provided us with more information. There is a danger however in putting to much emphasis on cases we think are not worth reading. People might be hesitant to contribute their cases in fear of being "shot down". We need all the cases and all the info we can get. So...pleas people, keep contributing cases but please do so with a sufficient amount of information.

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