How the City of Amsterdam increased its accessibility and customer satisfaction.
With about 130 processes to serve citizens, a desk clerk at the City of Amsterdam has quite a challenge to keep everything on the right track. The municipality and Pegamento worked together to robotize these processes with RPA(Agentic AI) and our Process Assistant to serve citizens faster and with fewer errors. Induction of new employees is also significantly faster.
We proposed to make existing systems accessible in a more user-friendly way. We do this by means of robot software. As a result, employees no longer have to search for information themselves in different sources, but relevant information is conveniently presented in one application. When a citizen or entrepreneur requests a product or service from the municipality, software robots search for all the necessary data from different systems, so that everyone goes through all the necessary steps in the same way. Also, incoming tasks are automatically transferred to the right employee with the right knowledge within the municipality and/or the tasks are automatically handled by the software robot.
The revamped service applies to all channels and has been reduced to four key fundamentals:
– thinking from the customer’s perspective
– customer satisfaction
– efficiency
– continuous improvement
With WorkplaceX, we make business processes smarter and more efficient by making the most of existing solutions.
Deepen your knowledge with Pegamento’s white papers.