Division for Digital Inclusion and Services

The Division for Digital Inclusion and Services works to ensure that users experience an inclusive, user-centred, and coherent public digital service, as well as receiving the help and guidance they need.

The digitisation of public Denmark is based on the principle that public services must be accessible to all. Navigating in the digital society can be complex - for example due to disabilities, lack of digital skills, or lack of knowledge and overview of the public sector.

The Division for Inclusion and Digital Services works to support the digitisation of a public sector that meets the needs of users, and that users experience a coherent and user-friendly digital service from the public sector – regardless of the individual starting point. We do this through the focus areas Digital Inclusion, Web Accessibility, Life Events and User Panel and User Research Space.

Digital Inclusion

Everyone must have the opportunity to communicate with the public sector and to receive the service they might need, regardless of digital skills. The Division for Inclusion and Digital Services is responsible for the joint public effort for digital inclusion and implements initiatives aimed at digitally challenged citizens, digital support persons and authorities.

Read more about Digital Inclusion

The Division also runs the Network for Digital Inclusion, which aims to identify and qualify new issues in the area as well as provide input on how to best take care of the digitally challenged citizens.

Read more about the Network for Digital Inclusion

Web Accessibility

Web accessibility or digital accessibility concerns ensuring that all citizens can access and use the websites and mobile applications (apps) provided by public sector bodies, regardless of physical or mental boundaries.
The Agency for Digital Government is responsible for implementing the European Web Accessibility Act into Danish law and enforcing it. Our work at the Division for Inclusion and Digital Services entails informing other public sector bodies about the demands of the law as well as performing the monitoring and reporting as stated in the Web Accessibility Directive.

Read more about Web Accessibility in Denmark

Life Events - coherent digital user journeys

The division works closely with our joint public partners to ensure that citizens experience more coherent user journeys in specific life situations. Be it with the help of Life Event Guides on the National Citizen Portal borger.dk or with improvements to everything from communication to legislation. We use service design as our approach, and organize the cross-public project collaboration with inspiration from agile methods.

Read more about Life Events

User Panel and User Research Space

The division operates and develops the Agency for Digital Government’s User Panel, which consists of citizens who want to contribute to the Agency for Digital Governments’ work. This may be through answering surveys, interviews, or by user testing a specific product. To support the agency's user involvement, the office also makes test and interview facilities available for the agency's projects – the so-called User Research Space.

The joint design system, joint user test and joint requirements

The joint design system helps authorities easily build user-friendly and web accessible solutions that are recognisable across the board. The joint user test and the joint requirements for good user experiences ensure the authorities' focus on the users, as well as the joint public framework architecture. With the operation, development, and dissemination of these three tools, the division supports public authorities improving and developing user-centred digital solutions.

Visit the Joint Design system at designsystem.dk (in Danish)

Other Tasks

The division is also responsible for the Agency for Digital Government’s share in the annual survey of ICT usage in households and by individuals, conducted by Statistics Denmark.

The division is also responsible for the Agency's work with Denmark's membership of the Open Government Partnership as well as for the publication The Public Denmark.