Description (short summary):
Public services need to adapt to the needs of their customers, the citizens. Often new e-services are technology-initiated, but the Smart Cities approach starts with the user. This guide provides an introduction to the customer journey mapping (CJM) process, and explains how CJM fits into both customer insight and business process improvement approaches. It provides practical guidelines on how to make the most of CJM.

Number of pages: 12

ISBN Number: 9 781907576201

Nature of documentation: Guide