Coherent digital user journeys will make it easier to be a citizen in Denmark


It should be easier for citizens to deal with the public sector. In ten significant events that many people will experience during their lifetime, the relevant digital solutions are to be better connected and interoperable. Citizens will gain a better overview of what to do and when.

Coherent digital user journeys will give structure

As part of the Danish government's Coherency Reform in the Public Sector, the Agency for Digitisation will be leading the development of coherent digital user journeys. Coherent user journeys will provide citizens with a better overview of the tasks they need to remember in the given life event, when they need to do them, and where help is available.

In 2021, digital guides will have been developed to support coherent digital user journeys in the ten most important life events. The digital guides will serve as a customised check-list that provides an overview and guides the citizen to read and do what is relevant for their specific situation.

A lot to do when a family member dies

One example is when a family member dies. When dealing with the grief of having lost a spouse or a close relative, there are also a number of tasks to be done at different authorities and at different times.

Citizens need to find information about the funeral, administration of the estate, estate tax, any funeral benefits and survivor benefits and changes in their own conditions such as housing benefits or pension. Furthermore, a funeral director, the bank and the insurance company need to be contacted. A digital guide will make it easier for citizens to cope with the practical tasks in a difficult situation.