The origination and development of a person (both physical and psychological) from birth (or even earlier, from the moment of conception), through the entirety of a persons lifespan.


Name1 Citizen journey
Target Outcome The well-being of the person, without excessive environmental footprint.
Social actors and roles Most of the interactions that a citizen will have with local and national government are in the context of government services (for which there is the Classification of the Functions of Government (COFOG)).
Trigger or preceding interaction The birth of the person.
Interfaces and services Many of the government services are described in a section of the Central Product Classification (CPC): Section 9 - Community, social and personal services.
Inputs and outputs Inputs: anything the citizen might receive from the public sector—how a Social Security benefit is deposited, for example. Outputs: for instance the applications and submissions: the end-to-end steps involved in an application process.
Stores and tools The citizen journey is that part of a person's Ontogeny in which the person interacts with government services.
Other characteristics
Part of a Typogeny or Phylogeny
Parts a sequential series of interactions from the realms Operations (use and visit, apply and submit, receive), Monitoring & Evaluation (including the learning, research about and understanding of the service options before usage) and Change.
Succeeding Interactions The death of a person.
Alternatives Not applicable
Action Realm Operations, Monitoring & Evaluation and Change
Risks Risks exist in the biotope, the sociotope or the technotope where the person dwells.
Further reading
  • The citizen stakeholder page at the Wikinetix website, and in the Actor Atlas.
  • Tony D’Emidio, Julia Klier, Jonah Wagner, and Thomas Weber: The public sector gets serious about customer experience, McKinsey Quarterly, August 2019 (url)

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