Support for Citizenship Borgerservice


Supporting digital public self-service solutions for citizens is a new task for the municipal libraries in Denmark. Citizens can come to the library to change their addresses, submit their tax forms, or apply for a new driver’s license etc. The project examines how this support is organized, focusing particularly on the interaction between the citizen, the digital solution and library employees. The aim is to gain insight into and seek recommendations for service design, support strategies and the development of tools. The project is based on empirical data in the form of interviews and (video) observations collected at 5 libraries in the period from November 2013 to January 2014.

 

Participants: