Software Implementation and Maintenance for Knowledge Platform in Mechelen

The City of Mechelen is seeking to enhance its support for citizens by efficiently addressing inquiries. The primary goal is to resolve 80% of questions at the first point of contact, both via phone and in-person. To achieve this, we aim to establish a knowledge portal for internal staff, covering all existing products (both internal and external) of the City and the Social House. Initially, this application will be utilized by the following teams: Front Office Department, Citizen Affairs – Front Office Team, Contact Center, Reception Staff at the House of Mechelen, Reception Staff at the Social House, and Mailroom. The functional requirements for the knowledge portal focus on making information accessible, managing knowledge, and providing a platform for interaction between citizens and the government.