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Discover the 5 pillars on which cities should base their strategy, when looking for an omni-channel citizen engagement:

  • Promote engagement through self-service tools
  • Track private-sector trends in channel preferences
  • Publish engagement data to highlight responsiveness
  • Use engagement data to optimize service delivery
  • Put the citizen at the center of design

Download the Paper from Frost & Sullivan. 


Linea Madrid adopted an omni-channel approach for citizen engagement. In one year they reported an increase in the number of processes handled online of over 50%, and also in interactions via phone and face to face. Even so they managed to report €1.7 million in savings.