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.