Guichet is a website with the objective to simplify exchanges with the State through a fast and user-friendly access to all the information and services provided by public institutions. Presented by the government of the Grand Duchy of Luxembourg, the website is divided in 2 main sections:
- a 'Citizens' section, edited by the State Centre for Information Technologies (Centre des technologies de l'information de l'Etat - CTIE), an administration under the Ministry of the Civil Service and Administrative Reform;
- a 'Business' section, edited by the General Directorate for SMEs and Entrepreneurship (Direction générale - PME et Entrepreneuriat DG 1) of the Ministry of the Economy (Ministère de l'Economie), in partnership with the Chamber of Commerce (Chambre de Commerce) and the Chamber of Skilled Trades and Crafts (Chambre des Métiers). This section is the new version of the 'Portail', the one-stop-shop for businesses - www.entreprises.lu.
The website is hosted by the CTIE.
The Guichet is user-friendly and offers both citizens and businesses:
- a simple and clear access to information and online services provided by the State;
- a description of the main administrative procedures;
- the possibility to download forms and, in certain cases, to submit them online and electronically signed to the competent administration;
- the possibility to carry out administrative procedures electronically via an online application.
Assessment of Guichet.lu by the European Commission
The European Commission measured the performance of the European Points of Single Contact (PSC) over 12 months. These websites enable users to carry out administrative procedures for both national and cross-border situations.
Based on the Commission's information and tests conducted with users in 2013, the Luxembourg Point of Single Contact has achieved a high level of performance, which is one of the best in the EU.
According to users, Luxembourg gets the highest level in the areas of quality and availability of information, online completion of formalities and ease of use. Only the accessibility to users of other countries must be improved; foreign companies regret the need for a LuxTrust access to the procedures.
Source of graphs: European Commission website.
A quality website meets the users' needs, expectations and logic. This goal can only be reached with the users’ help. That is why Renow (Web Standardisation Referential) deploys a user centred design.
In parallel, Renow offers a set of criteria which are regularly updated by the CTIE following feedback from the users, stakeholders, website specialists’ and taking in account changing web standards.
In order to learn more about the level of compliance of this website, please see the compliance certificate.
Renow is the official standardisation referential for the websites of the Luxembourg government. This website has been created following its recommendations.
Renow is intended to guide and assist public organisations in the area of web quality. It is based on experiences gained within the framework of government’s web projects over the past few years and on the evolution of standards recognised at international level.
Renow includes numerous standardisation aspects, in particular:
- quality standards for all of the State’s websites (functional aspects, common features – for instance 'Contact', 'Feedback', etc. – ergonomic aspects, accessibility aspects, aspects concerning the architecture of information, functional design and graphic design aspects – including the implementation of a corporate identity – technical aspects, with the implementation of a central infrastructure);
- project management aspects, by suggesting an adaptation (or 'tailoring') of the project management referential QUAPITAL-HERMES.