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Good practice Imported

MyGuichet.lu AI Chatbot — Luxembourg's Multilingual Assistant for 2,000 Government Procedures

Luxembourg · Luxembourg · See the Luxembourg profile · See the Luxembourg profile

Evidence: Descriptive / self-reported Top 75% 47/100 · Ask Evidence Copilot about this practice

On 6 July 2026 Luxembourg added an AI chatbot to MyGuichet.lu, guiding citizens through 2,000 procedures in any language, 24/7, without personal-data access, plus a digital-mandate feature; launched a week before this review, with no usage data yet.

2,000 procedures
Administrative procedures covered by the portal
42,600 requests/year
Helpdesk support requests logged (2025 baseline, prior to chatbot) (2025)
MyGuichet.lu AI Chatbot — Luxembourg's Multilingual Assistant for 2,000 Government Procedures

Details

Maturity
Pilot
Promoter
Ministry of Digitalisation / Centre des technologies de l'information de l'État (CTIE), Government of Luxembourg
Period
Launched 6 July 2026
Keywords
AI chatbot, e-government, digital administration, accessibility, multilingual services

Context

On 6 July 2026, Luxembourg's Minister of Digitalisation, Stéphanie Obertin, announced two new features on the government's MyGuichet.lu portal: an AI-powered conversational chatbot and a 'digital mandate' function. The chatbot lets citizens ask questions in their own language, at any time, rather than searching through the portal's roughly 2,000 administrative procedures, and the Minister stated it has no access to users' personal data. The digital-mandate feature lets any adult with a Luxembourg national registration number — or a person under guardianship — formally authorise someone else to carry out administrative procedures on their behalf via MyGuichet.lu.

Results

As the announcement is roughly a week old at the time of this review, no usage, resolution-rate, or satisfaction data for the chatbot has been published, and independent coverage is currently limited to two Luxembourg news outlets reporting the ministerial announcement. Luxembourg's helpdesk for government digital services logged 42,600 support requests in 2025 (about 164 per day), which represents the baseline manual-support volume the chatbot is intended to help absorb — not a measured chatbot outcome.

Conclusions

This entry is included as a transparent, officially confirmed, very recent launch rather than as a demonstrated success; its evidence base will need to be revisited as usage data emerges.

Implementation
Indicative cost
Low (< €50k) — No budget or licensing figures published; feature added to the existing MyGuichet.lu portal rather than a new platform build.
Time to results
Short (< 1 year) — Launched 6 July 2026; reviewed roughly one week later with no post-launch usage data yet available.
Staffing & skills
Ministry of Digitalisation, Government of Luxembourg, Centre des technologies de l'information de l'État (CTIE)

Conditions for success

  • No access to users' personal data, positioned as a core privacy safeguard
  • 24/7 multilingual availability answering natural-language queries directly, rather than requiring users to search 2,000 listed procedures
  • Complementary digital-mandate feature extending reach to citizens uncomfortable handling digital services themselves

Common failure modes

  • Launched only about a week before this review, with no usage, resolution-rate, or satisfaction data yet published
  • Independent coverage limited to two local news outlets reporting the ministerial announcement; no dedicated technical or evaluation report found

Where it fits

Governance type
national government
Scale
national (small state) e-government portal
Income level
high income (Luxembourg)

Commonly funded by

National / regional programmes Digital Europe Programme

Indicative funding routes for practices of this type — always check each programme's current calls and eligibility rules.

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Data sources

Where this practice's information was retrieved from, and when.

Attachments

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