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Innovative Digital Guidance System Enhances Lucerne’s Tax and Resident Services

5 min read
Qsome Team • Jun 5, 2024

The City of Lucerne has established a central contact point for tax and resident services. Thanks to the introduction of Qsome, customers are optimally guided, and their concerns are quickly addressed. The innovative customer guidance system has led to remarkable improvements in efficiency, organization, and overall service quality for both resident services and the tax office.

About the Customer: Lucerne City Tax Office and Resident Services

The Lucerne City Tax Office is responsible for a wide range of tasks, from maintaining the tax register to collecting various taxes and managing loss certificates and tourism levies. The scope of duties includes both individuals and legal entities, ensuring comprehensive tax administration.

Resident services also offer important services such as registration, deregistration, and issuance of various certificates. These services are essential for the smooth functioning of the administration and the well-being of the residents.

The Qsome Solution

With the implementation of Qsome, several innovative features have been introduced that have improved the way these service operations work. The most important features include:

  • Visual Overviews: Clear visualizations of all customers, customer counters, and advisors have significantly increased organizational efficiency.
  • Customer Transfers: Improved control of customer flow ensures seamless transitions between service points, both forward and backward.
  • Enhanced Check-In Interfaces: Reception areas now feature user-friendly interfaces that prioritize tasks by urgency, streamlining the check-in process.
  • Information Screens: Strategically placed screens provide clear directions and display relevant videos and information to enhance the customer experience.
  • High-Quality Self-Service Terminals: These terminals allow autonomous operation, reducing waiting times and improving service delivery.
  • Emergency System: Sustainable technologies enable quick and easy emergency calls, ensuring safety and responsiveness.
  • Real-Time Transmission: Immediate dissemination of information keeps both customers and staff informed and up-to-date.
  • Mobile Customer Interface (“MyTurn”): This platform for real-time queue management gives customers the flexibility to leave and return to the queue without losing their place.
  • Comprehensive Reporting: Real-time data display aids effective practice management and decision-making.

Special Features and Results

Qsome has further tailored its solution to the specific needs of Lucerne’s requirements. Reception now handles general inquiries and directs special cases to designated customer counters to ensure a smooth and efficient process. Specialists are thus greatly relieved. The system’s ability to automatically detect the presence of employees and counters has significantly optimized operations.

The results of this digital transformation are impressive. Work organization has improved, supported by comprehensive statistics that help identify areas for further improvement. The stress level of employees has decreased due to better-organized workflows, and the high quality of the product has increased the institution’s prestige. Furthermore, continuous support from Qsome has ensured that any emerging problems are promptly addressed.


The introduction of Qsome at Lucerne’s tax and resident services is proof of the power of digital innovation to increase the efficiency of public services. With the introduction of this advanced customer guidance system, the City of Lucerne has not only improved its services but also set a benchmark for other cities looking to modernize their public services. The successful implementation and positive results reflect a promising future for further digital transformation in public administration.

Personal Quote:

«The good team culture was the foundation for motivated and efficient collaboration. We particularly appreciated the high reliability, efficient way of working, respectful and appreciative interaction, and the supplier’s wealth of experience.»

— Katrin Aeberhard, Head of Resident Services, City of Lucerne

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