Nijmegen

Nijmegen

A Citywide Knowledge Strategy for Smarter Public Service

The Municipality of Nijmegen, one of the Netherlands’ oldest cities and home to over 750,000 residents, faced the modern challenges of scaling public service delivery in a fast-growing urban environment.

With rising citizen expectations, complex internal processes, and fragmented knowledge sources, the city needed a smarter way to align teams and deliver consistent service across all departments and channels.

By choosing Polly.Help as their centralized knowledge platform, Nijmegen unified its internal support, streamlined service delivery, and built a scalable foundation for long-term digital success.

The Challenge

Fragmented documentation and siloed knowledge across counters, call centers, and back offices

Inconsistent answers leading to confusion, repeated contacts, and lower citizen satisfaction

High maintenance workloads due to duplicated knowledge sources and unstructured updates

Growing public demand for fast, reliable service across phone, web, and physical service points

The Polly.Help Solution

Polly.Help was introduced to centralize, simplify, and scale knowledge citywide:

Started with a focused rollout in the Citizen Service Center (KCC), embedding Polly.Help into the agent environment

Structured and governed content with version control, content ownership, and channel-specific answers

Aligned municipal departments from counters to tax to social services under a shared knowledge ecosystem

Deployed internal search, templated answers, and decision trees to support fast, accurate service across all channels

Results

21% reduction in customer service costs, driven by faster handling and reduced duplication

Accelerated service delivery across frontline, back office, and specialist teams

Full return on investment within seven months, thanks to immediate efficiency gains

One trusted knowledge platform for the entire city, improving alignment, accuracy, and citizen trust

A Blueprint for Smarter Citywide Knowledge

Nijmegen’s phased, strategic rollout of Polly.Help demonstrates how municipalities can modernize public service with clarity, structure, and confidence.

From a single department to citywide adoption, the benefits compound quickly: faster answers, lower costs, and a better experience for citizens and employees alike.

With Polly.Help, Nijmegen turned fragmented knowledge into a shared asset powering consistent, high-quality service across the city.

Ready to transform knowledge into a strategic advantage for your city?

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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.

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The Challenge

The Polly.Help Solution

The

Results

A Blueprint for Smarter Citywide Knowledge

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