Building user-driven public service design and delivery in the digital age in Luxembourg

Abstract

This chapter provides an analysis of how Luxembourg is digitally transforming public services based on the OECD Framework for Public Service Design and Delivery. The first section looks at the contextual factors that frame a service design and delivery agenda, including representative and organisational politics, the history of channels, technology and infrastructure, and societal and geographic factors. The second section reflects on the philosophical approximation to service design and delivery in the country, including the needed leadership, culture around users, co‑ordination, collaboration and agility needed for a meaningful service transformation. Finally, the chapter analyses the current state of key enablers and tools to equip service teams to materialise the ambition for a user-driven service design and delivery agenda at scale while fostering trust and quality.