Written answers (April 2026)

Question posed by Nicolas Back

Madam Mayor,

Several residents have recently contacted us regarding the registration process for the “Sports pour tous” (“Sports for All”) classes for the current 2025/2026 season. The feedback we have received indicates organisational and communication challenges that, in our view, warrant further analysis with a view to improving the implementation of this programme, which many residents greatly value.

We have been told that some people did not receive confirmation of their booking until a relatively long time after submitting their application, while others say they had still not received a clear response by the time the classes were due to start. This situation could well have left participants unsure whether or not they had a place.

It also appears that the new online registration system on the City's website might have caused technical difficulties or raised questions for some users. Questions have also been asked about the updating of participant lists and the management of waiting lists. For example, there were some cases where people were not aware that the participant lists for certain sessions had been updated, meaning that only half of those registered actually attended the class.

Several people have also suggested that, if classes are due to begin on 1 October, it would be helpful to everyone involved to organise the registration process at an earlier stage.

The “Sports for All” programme is a key initiative for promoting physical activity and wellbeing among citizens of all ages. With this in mind, it makes sense to look into how its administrative structure could be optimised.

In accordance with Article 9 of the Municipal Council's Internal Regulations, I would like to put the following questions to the College of Aldermen:

• Could you provide details on how the registration process for "Sports for All" classes is currently organised – particularly in terms of registration processing times, sending of confirmations, and management of waiting lists?
• How many registrations were received for the current season, and what was the average time it took to send confirmation of registration to participants?
• Have there been any technical issues with the new online registration system? If so, what changes have been made or are planned?
• How does the City ensure that the lists of participants sent to the class leaders are complete and regularly updated?
• Is the College of Aldermen considering ways to improve the process – such as earlier registration, automatic confirmation upon registration, or the option for direct online payment – with a view to enhancing transparency and security for users?
• Based on registration numbers, how are the classes on offer adjusted?

Thank you in advance, Madam Mayor, for your responses and for your commitment to continuously improving this service.

Nicolas Back

Response from the Mayor

Councillor,

In response to your email of 2 March 2026 regarding registration for the "Sports for All" classes, I am pleased to provide you with the following information, though I note that some aspects of your question are identical to the question posed by Councillor Muller on 10 November 2025, to which Alderwoman Beissel has already given a verbal response at the Municipal Council meeting of 8 December 2025:

Could you provide details on how the registration process for "Sports for All" classes is currently organised – particularly in terms of registration processing times, sending of confirmations, and management of waiting lists?

The registration process for the "Sports for All" classes works as follows:

• Registration opens according to the established order of priority;
• Digital and paper registration forms are processed and checked (priority, signature, missing data, etc.);
• Personal data is checked (name, address, age, City of Luxembourg employee status, etc.);
• Availability of the requested class, or classes, is checked;
• Enrolment confirmations (or rejections) for the requested class(es) are sent out via email or post (depending on the customer's preference);
• The <em>Recette communale</em> (City Treasury) approves the confirmation, and creates and sends the invoice by email or post (depending on the customer's preference);
• The customer pays the invoice (via bank transfer, Payconiq, etc. depending on their preference);
• Once the required registration fees have been paid, enrolled participants may attend the classes;
• Attendance of classes is checked and monitored by the instructors, coaches, lifeguards, etc.;
• The "Sports for All" office draws up and manages waiting lists for all classes in registration date order;
• New customers may be added, subject to class availability, throughout the season and several times per season (example: 6 to 8 weeks after the start of the season, at the beginning of the year (when new requests come in), for the "spring/summer" period, etc.).

- How many registrations were received for the current season, and what was the average time it took to send confirmation of registration to participants?

The <em>Service Sports</em> (Sports Department) has received and processed approximately 4,000 registration forms since the start of the season. The time it takes to confirm registrations ranges from a few days (for the first applications received, particularly those from residents of Luxembourg City, provided that they are complete, correct, and/or confirmed by email) to a few weeks (for the last applications received – e.g. those from residents of other municipalities or those that are incomplete, contain errors, and/or are confirmed by post).

- Have there been any technical issues with the new online registration system? If so, what changes have been made or are planned?

There were some technical difficulties with the new IT system for managing registrations during the September 2025 registration period. These issues were, in fact, resolved quickly without any impact on the registrations already submitted. The system is now operational; it took over two years of development and, of course, required several adjustments and corrections during the launch period.

However, the main purpose of this new tool is not to reduce the time it takes to confirm registrations, but first and foremost:

- to implement the new "Sports for All" pricing system;

- to digitise and simplify the registration procedures for users;

- to ensure a transparent financial process by issuing official invoices through SAP, which customers must pay to the City Treasury (rather than the Sports Department, as previously);

- to modernise the application, automate certain processes, and make it easier for department staff to use.

- How does the City ensure that the lists of participants sent to the class leaders are complete and regularly updated?

Participant lists are compiled by the "Sports for all" office, which emails them to the instructors, coaches, pool managers, cashiers, lifeguards, etc. As long as a class is not showing as full and the department continues to add new customers (including those moved up from the waiting lists), new lists are sent out weekly for each class.

- Is the College of Aldermen considering ways to improve the process – such as an earlier registration, automatic confirmation upon registration, or the option for direct online payment – with a view to enhancing transparency and security for users?

Twelve years ago, registration did not open until classes started on 1 October, and there was no priority given to Luxembourg City residents. Currently, registration opens about 3 weeks before the start of the season, and the majority of applications from Luxembourg City residents have been processed and confirmed before the season begins.

It would not be possible to start the process earlier than this, since the "Sports for All" programme cannot be finalised until all the booking requests for sports facilities have been received from the City's schools and sports clubs (by the end of July), processed and confirmed (in early August).

Automatic confirmation and direct online payment for classes are not yet available. The need to manage all personal data for all customers (Luxembourg City residents, residents of other municipalities, and even those from abroad), track class availability and waiting lists, and handle the complexity of billing for classes currently prevents us from implementing a fully automated system.

The Ministry of Internal Affairs audited the billing for "Sports for All" classes in 2024. The audit found that the "Sports for All" tax regulations were duly observed and properly implemented. However, in order to enhance the security, standardisation and modernisation of our billing process, and to ensure transparency at all levels, it has been decided – in coordination with the relevant departments – that all invoices will now be prepared and issued by the City Treasury. This measure ensures more secure revenue management by the City, while offering users a variety of options for receiving and paying their bills. In particular, they will have the option to receive their bill either by post or electronically, and to pay by bank transfer, credit card or via the Payconiq app.

- Based on registration numbers, how are the classes on offer adjusted?

The "Sports for All" programme is continuously being reviewed and developed. Over the past 12 years, the tax regulations have been amended twice; the registration timeline has been moved forward by three weeks; priority has been given to Luxembourg City residents; online registration has been launched; a new IT tool has been developed; and electronic billing through the City Treasury has been introduced.Meanwhile, the number of "Sports for All" classes on offer has doubled. Every year, the number of customers increases, and the <em>Service Sports</em> adds new classes to the existing programme, based on demand and subject to the available resources (sports facilities, coaches, instructors, lifeguards, etc.).

This response is being provided pursuant to Article 25 of the Municipal Law, as amended on 13 December 1988, and Article 9 of the City of Luxembourg Municipal Council's internal rules and regulations of 13 May 2013, as amended, and, as such, is to be considered a valid written reply to the question asked. It will be published in the minutes and on the City of Luxembourg website.

Yours sincerely,

The Mayor