Municipal focus on service design
The Municipal Association has put a lot of focus on service design, which must be used by all municipalities by 2020.
Many municipal websites are extremely complex in their structure and the way they are build, and they do not cater for users. It's a big problem because if the people themselves can not find the solution to their problems, they get a poor service experience, and the co-workers need time and resources to guide them over the phone or mail.
Therefore, it is essential that everyone in the future will be able to easily find information and solve self-service tasks online - this is where service design comes into the picture. It will help the municipalities to make their websites intuitive and user friendly for all citizens who use them.