The municipality of Tilburg in the Netherlands innovates public service delivery with Salesforce

The municipality of Tilburg in the Netherlands has adopted Salesforce’s omnichannel platform to enhance its citizen services. To improve its services and points of access, the local government chose Salesforce Service Cloud and Marketing Cloud to get 360 visibility of services and citizen needs. The Salesforce multi-cloud solutions will be implemented by Brightfox, a Salesforce Platinum Consulting partner.

The cloud-based solutions will allow the municipality to access data and work remotely when required, personalize its services, and communicate more proactively. For instance, the city will be able to automate messaging services, send notifications and reminders for passport renewal dates, or automatically prompt parking permit requests when a local resident moves to a different address within the city. 

This is a natural step forward for central and local governments as the sanitary crisis sheds light on points of weakness in service access and delivery. Citizens demand easier access through various channels, including digital, when it comes to their dealings with local and central authorities, ranging from property and environmental planning, to tax contributions, waste collection, and social care. Citizens also wish to have straightforward access to these services and information without searching endlessly for the right channel. On top of that, they want personalized experiences via any mobile device. This is particularly useful and necessary when people cannot travel due to local movement restrictions imposed by government authorities.  

The Dutch public sector is investing significantly in smarter solutions with a focus on data-driven processes and operations.

Salesforce cloud-based solutions are a solid choice to connect systems and data sources onto one platform, giving organizations the ability to access actionable insights at speed, leading to the creation of enhanced or new services and experiences.