For whom · Government & public sector
One answer, whether they call, click or walk in.
In the public sector an answer is not a service, it is a position. A citizen who gets one answer on the phone and another at the desk does not conclude that the channels differ. They conclude that the organization does not know.
11
of the 42 published customer stories are public sector
The common challenge
What goes wrong first.
Five patterns, and none of them is a technology problem. They are what happens when knowledge has no owner and no review date.
Outdated information on the public website
Published once, correct for a while, and then quietly overtaken by a change nobody pushed through.
A different answer per channel
Phone, web and the service desk all answer the same question, from three different documents.
Knowledge locked in departments
HR, permits, procurement and IT each keep their own truth, and none of them is reachable from the others.
Onboarding that takes a season
A new colleague has no structured internal source, so every answer starts by asking someone.
Bouncing between channels
One complete answer requires three contacts, and the third one contradicts the first.
How Polly supports this.
One platform underneath the tools that are already there, with the governance that makes an answer safe to automate.
One platform for everyone
Employees, citizens and support teams work from the same record, not from three copies of it.
Multilingual by design
Serving a diverse population does not mean maintaining a second knowledge base.
Accessible by design
WCAG compliance, because an answer that cannot be read has not been delivered.
Secure and compliant
ISO/IEC 27001 and GDPR, with the audit trail a public body has to be able to show.
Content structures that bend
From an HR policy to a public FAQ, without forcing both into the same shape.
Proven in practice
Already running here.
Every story below is published in full, with the numbers the organization put their own name to.
Police
Smarter Knowledge, Stronger Trust
BsGW
Centralizing Tax Knowledge
Municipality of Nijmegen
A Citywide Knowledge Strategy for Smarter Public Service
Municipality of Groningen
One Knowledge Source for Citizens and Civil Servants Alike
Municipality of Barneveld
Streamlining Public Service with Unified Knowledge
Noordelijk Belastingkantoor
Centralized Knowledge for Consistent, Respectful Service
DVLA
Unifying Knowledge to Enhance Citizen Services
DVSA
Driving Efficiency Through Centralized Knowledge
West Northamptonshire Council
Laying the Foundation for Knowledge-Driven Public Services
Rental Commission
Scaling Knowledge for Public Service Efficiency
Florida Department of Children and Families
One answer, whether it comes from an agent, a volunteer or the public site
Louwman · one of the organizations running on Polly
Who this is actually for
Somebody is on the phone right now.
She has ninety seconds. The customer wants to know whether the repair covers a replacement device. She finds three answers: one from the intranet, one a colleague pasted into the team chat last spring, and one the assistant just produced with complete confidence. Two of the three are wrong, and nothing on her screen says which two.
So she picks the one that sounds most official, and hopes. Everything on this page exists for that ninety seconds. Not for the audit, not for the dashboard. For her, on that call, with the customer waiting.
Somebody is in the field right now.
He is standing at a street cabinet with a procedure to follow and a work instruction that changed in June. He opens it on his phone, in the app he already uses for the job, and it comes from the same source the people on the phone work from. Same question, same validated answer, whichever end of the organization it is asked from.
Built by people who did that job.
Polly did not start in a category playbook. It started in contact-center projects across Europe in 2015, where the same thing kept happening: good people giving confident answers nobody had checked. We built the fix we kept wishing existed.
Meet the team
The same answer, from the inside.
Access and history on one record, not in a separate tool.
Who may open this SSO and RBAC
Roles come from your identity provider. Revoke there and it is gone here, in the same minute.
What happened to it v14
Every version is kept. You can show a regulator what the answer was on any given day.