Reference Municipality of Oegstgeest

Municipality of Oegstgeest relies on state-of-the-art customer journey management

The municipality of Oegstgeest is an innovative municipality in the western Netherlands, in the province of South Holland, with around 26,000 inhabitants. This municipality thinks smart and wants to offer its citizens more digital services. For this reason, it has opted for Smart Citizen eXperience to optimize the customer journey.

The aim is to offer citizens the ideal combination of digital processes and personal service on site.

The way to the goal

1. Initial situation

The municipality of Oegstgeest strives to continuously optimize its processes in order to constantly improve the customer journey for its citizens. Internally, the existing processes were thoroughly analyzed and the requirements defined in order to offer citizens the best possible service. The aim is to combine the digitalization of processes with on-site appointments and personal advice.

These measures are intended to ensure that the citizens of Oegstgeest can benefit from both the advantages of digital solutions and personal contact. The introduction of Smart Citizen eXperience is an essential step in this direction to ensure seamless and efficient interaction between citizens and the administration.

2. Solution The municipality of Oegstgeest has introduced a new, innovative process with Smart Citizen eXperience to optimize interaction with its citizens. Citizens can now easily make an appointment via the municipality's website. After making an appointment, they immediately receive a confirmation by email.

To reduce the no-show rate, citizens receive a reminder by email shortly before their appointment. On the day of the appointment, they can register at the Smart CJM Kiosk using a QR code on their cell phone or by entering their date of birth. After registering, a ticket is printed out and citizens can take a seat in the waiting area.

The advisor calls the citizen digitally, which is displayed via digital signage monitors in the waiting area. This optimized process ensures a smooth and efficient handling of appointments, combining digital innovation with personal service and thus improving the overall experience for the citizens of Oegstgeest.

3. Goals achieved The municipality of Oegstgeest strives to continuously optimize its processes in order to constantly improve the customer journey for its citizens. Internally, the existing processes were thoroughly analyzed and the requirements defined in order to offer citizens the best possible service. The aim is to combine the digitalization of processes with on-site appointments and personal advice.

These measures are intended to ensure that the citizens of Oegstgeest can benefit from both the advantages of digital solutions and personal contact. The introduction of Smart Citizen eXperience is an essential step in this direction to ensure seamless and efficient interaction between citizens and the administration.

What our customers say

“From the very first contact, the collaboration with Smart CJM was excellent. Our requirements and wishes were well received and implemented. We were particularly impressed by the direct and clear communication and the fast results. The complete installation and implementation by Smart CJM was successfully completed in just three months. A big compliment to everyone involved.”

Dimitri IJzerman - Manager for Public Affairs and Customer Contact Municipality of Oegstgeest

Everything at a glance

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Overview of the use of Smart CJM Customer eXperience at the municipality of Oegstgeest.

Challenge

Desire for greater digitalization
Easy use by citizens and employees
Provision of digital appointment bookings
Combination of online and offline processes
Aiming to increase employee and customer satisfaction

Solution

After analyzing the requirements and in intensive dialog with the municipality of Oegstgeest, the following solutions were implemented:

Smart Citizen eXperience
Smart online appointment booking
Smart terminal for taking tickets for spontaneous customers, booking daily appointments / appointment check-in
Smart call screens in the waiting area

ADVANTAGES

Digitalization of processes
Linking the online world with the real world
Increasing employee satisfaction
Increasing customer satisfaction
Reducing the no-show rate
Positioning as an innovative municipality

Municipality of Oegstgeest relies on state-of-the-art customer journey management

The way to the goal

What our customers say

Everything at a glance

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