Nordic-Baltic Cross-Border User Stories

In October 2024, a call for tenders was launched to award a contract for an analysis on Nordic-Batlic Cross-Border User Stories. Rambøll Management Consulting delivered the winning bid for this call.

The EU has set an ambitious goal to have 100% of key public services available online by 2030. This drive towards digitalization is transforming how citizens interact with public services. However, varying national digital strategies and traditions can create challenges, also considering different life events and their cross borders functioning. These differences impact citizens and businesses needing to interact with multiple authorities and services when relocating within the region.

Rambøll Management Consulting, on behalf of the CBDS Programme and the Nordic Council of Ministers (NCM), is undertaking a comprehensive study to enhance cross-border digital services. The project will encompass:

  1. Overview of national life event policies: An extensive review of digitalization policies related to life events in each Nordic-Baltic country. This includes insights from experts in each country to understand the governance and reasoning behind these policies.
  2. User stories and journey maps: Combining qualitative user stories with quantitative data on cross-border mobility, Ramboll will provide detailed journey maps for key life events. This will highlight user experiences and pinpoint inefficiencies in current digital services.
  3. Cross-Border challenges/perspectives: Analysis of systemic inefficiencies, best practices, and potential business cases to address cross-border digital service challenges.

The findings will guide the NCM, national public sectors, etc in allocating resources and prioritizing initiatives to develop seamless cross-border digital services. This will ultimately enhance the digital experience for citizens and businesses moving across the Nordic-Baltic region.

For more information, stay tuned for the final report.