Municipality of Nijmegen
A Citywide Knowledge Strategy for Smarter Public Service
The Municipality of Nijmegen, one of the Netherlands’ oldest cities and home to around 190,000 residents, faced the modern challenges of scaling public service delivery in a fast-growing urban environment.
By starting small and scaling up, we transformed how Nijmegen serves its citizens: fast, accurate, and consistently, across the city.
Joyce LeenhouwersContent Manager and Digital Channels Coordinator, Citizen Contact Center, Municipality of Nijmegen
Where it started
What was in the way.
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.
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
What was built
One foundation, four decisions.
What it delivered
What changed for Municipality of Nijmegen.
The same foundation, in your own tenant. Read-only to start, nothing to migrate.
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Your stack, connected
You run one contact-center platform. Not eight.
So we do not ask you to replace it. Polly sits underneath the tools you already run and feeds every one of them the same validated answer.
Contact center you run one
Agent assist and self-service inside the platform your team already works in, all day, every day.
CRM and workplace
The same answer where the customer record and the conversation already live, so nobody has to switch tabs to be right.
Open by design
Whatever is next on your roadmap connects to exactly the same source, including the tools we have not met yet.
Polly
One validated source, maintained in one place, by the people who own the answer.
Maintained once. Validated once. Delivered everywhere.