value of solutions for users and for the authorities will be used to improve solutions and the information and service received by users. Cohesive digital services Communication to citizens and businesses must be clear and coherent so that users are well-informed and feel secure. Users should meet a service-oriented public sector that can guide them rapidly and effectively through the relevant authority areas and services. Poor language or complex rules and processes must not obstruct fast and effective communication. User journeys through the public digital solutions will be easier and clearer from start to end, so that users know what to do when attending to matters with the public sector. A particular common public-sector responsibility is to ensure that users receive a cohesive service when they are to deal with different elements of the same case. This is especially relevant when a user is in contact with several different authorities and has to use several self-service solutions, perhaps on different authorities’ websites. For example, the user journey for an entrepreneur to set up a company will be made more user-friendly and cohesive, where today at least five or six self-service solutions are required. Firstly, the business has to be registered on the business portal virk.dk to get a central business registration number, and a NemKonto bank account for the busi- 22 ness has to be set up with a bank. Next, a NemID eID and digital signature has to be ordered on medarbejdersignatur.dk and a Digital Post mailbox needs setting up for the business. There could also be improvements in digital user journeys for private individuals, for example in connection with moving home or filing for divorce. Better insight and overview The public sector must be more transparent. Therefore citizens and businesses must have easier access to data about themselves held by a specific authority. Furthermore, users should have a greater insight into their cases, applications, data and relationships with the public authorities. The public digital services will be adapted to the current situation and needs of the individual citizen or business, so that the user meets personalised, relevant content on public-sector websites or portals which the user feels competent and confident in navigating. For new parents, it is relevant to know where and how to name their baby or to enrol the child on the waiting list for a daycare institution. People approaching retirement require other solutions and information, for example about pensions and health benefits. Today, the authorities can choose whether they will send communications to users digitally or by surface mail. On the other hand, individuals and businesses have DIGITAL SOLUTIONS MUST BE EASY-TO-USE, QUICK AND ENSURE HIGH QUALITY to check both their Digital Post mailbox and their physical mailbox. In future, businesses and the many individuals ready for digital solutions should be confident that they will receive in digital format all relevant post from the public sector that can be digitised. The right help Digital communication with the authorities can be an advantage, for example for the elderly who do not live close to their families. Digital solutions mean that family members can help by notifying change of address or applying for housing benefits from their own home. Using a digital power of attorney, people will be able to let their families and others they trust take care of their interests and access the necessary data digitally. This means that families and others will not have to use solutions such as paper forms or letter post to help someone with their digital administration. Improving digital communication will mean that fewer people will have to pick up the phone or turn up in person at the citizen service centre to get help, and it means that businesses can save time. At the same time, people who still need help will get it. It will be easier for citizens and businesses to locate and receive the right help, irrespective of whether they are having trouble with NemID, Digital Post, borger.dk or Virk. DIGITAL POST FOR PARENTS WITH JOINT CHILD CUSTODY The authorities are increasingly sending correspondence as Digital Post. If the authorities send Digital Post to parents about their joint-custody child, there are circumstances in which just one parent receives the correspondence. This can happen even if, in some areas, the legislation states that both parents are to be informed about matters relating to their child. The regulations in sector legislation and the individual administrative area determine whether both parents have to be informed about matters relating to their child. Therefore, a common set of guidelines will be drawn up for the authorities, outlining the situations in which information about a joint-custody child is to be sent to both parents. The guidelines will help clarify how correspondence is to be sent in accordance with relevant legislation. This will also secure equality between parents with regard to receiving information about a joint-custody child. In the summer of 2016, it will be technically possible for authorities to send one Digital Post communication to several recipients. This means that it will be easier for the authorities, with few administrative procedures, to ensure that both parents of a child receive Digital Post about the child. DIGITAL SOLUTIONS MUST BE EASY-TO-USE, QUICK AND ENSURE HIGH QUALITY 23