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Viden og analyser af myndighedskontakt ved PLANGRUPPEN


Citizens' meeting with the authorities

​The public sector offers citizens several channels and contact points, including: telephone, attendance, e-Box, online self-service and social media, as well as information on their own websites and in local newspapers. For authorities and administrations, it can be a difficult challenge to keep track of how the various channels are experienced by users in relation to relevance and satisfaction. Plan Gruppen's contact analysis sheds light on citizens' experiences in contact with the public sector.

The analysis may include:

Contact experiences across channels

Contact experiences for specific channels

Contact experiences in Citizen Service

Contact experiences in the Jobcentre

Contact experiences for departments

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