Organisation
The Municipality of Tilburg attaches great importance to customer-friendly citizen treatment, involving the ample provision of communication. The Municipality of Tilburg therefore sets the objective of harmonising ICT with the municipality's strategic programmes.
Challenge
Central government set municipalities the aim of improving their public services and making these available via the internet. This requires a 'booking-office approach', an electronic services catalogue and interactivity, as well as enormous changes to the ICT management. The Municipality of Tilburg wanted to retain control of the ICT management and was therefore in search of a suitable tool with which an interactive, dynamic and customer-orientated front office could be realised, without programming knowledge.
Realised system
A front office was developed that is available via the internet. The application forms have been digitalised and are assessed automatically straightaway. The information required for the application is retrieved automatically from the underlying systems and the application is sent to the right place in the workflow.
Results achieved
- Changes in legislation and regulations can be entered immediately by the users’ organisation.
- Considerably faster application processing.
- Fewer mistakes and an increased level of service for citizens who have access to their own files and insight into the status of their applications.
- Lower costs through automatic application processing.
