Municipality of Groningen

One Knowledge Source for Citizens and Civil Servants Alike

The Municipality of Groningen, a vibrant city in the north of the Netherlands, serves a diverse and growing population.

With rising expectations for digital service and consistent communication, the city sought a smarter approach to managing internal and external knowledge.

By implementing Polly.Help, Groningen established a single source of truth that supports its contact center, back-office departments, and public self-service channels delivering faster, clearer, and more consistent answers across all service touchpoints.

The Challenge

Multiple, siloed knowledge sources resulting in inefficiency and outdated content

Lack of ownership and visibility for knowledge contributors

Inconsistent answers across service channels and departments

Increasing pressure on first-line agents to resolve complex questions

The Polly.Help Solution

Polly.Help now powers Groningen’s centralized knowledge ecosystem, enabling the city to support both internal staff and citizens from one unified source. With tailored portals and integrated decision trees, content is easy to maintain, publish, and scale whether for KCC agents, facilities staff, or website visitors.

Centralized platform for internal and external audiences

Content governance with clear roles for content owners, editors, and administrators

Structured articles, decision trees, and work instructions

Knowledge articles that include both external- and internal information.

Results

Unified internal and external knowledge base

Increased first-line resolution rate across departments

Reduced maintenance overhead through centralized publishing

More ownership and engagement from content contributor

Seamless citizen support with consistent answers across all channels

Future-Proofing Service Delivery

By embedding knowledge into every step of the service journey from front-office to facilities to digital self-service Groningen is future-proofing its service delivery.

Polly.Help empowers municipal teams to continuously improve, stay compliant, and respond quickly to the evolving needs of citizens and staff alike.

Want to offer citizens faster, more consistent service like Groningen? 

More Case Studies

At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.

Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.

But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.

To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.

Functional Always active

The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.

Preferences

The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.

Statistics

The technical storage or access that is used exclusively for statistical purposes. The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.

Marketing

The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.