Municipalities & citizen services
Appointments, responsible offices and forms – so citizens quickly reach the right place.
What Anni handles here
- Routes by responsible office.
- Appointment logic with a prep list.
- Less back-and-forth.
Typical calls
- Citizen service appointmentRequest + slot + documents
- Residence registration (Meldezettel)/certificatesProcess + documents
- Waste & recycling binsCategory + location
- Parking, fines, general infoResponsible office + info
SetupHow to prepare for launch4
- Service catalogTop 30 requests + office
- Appointment typesDuration + document list
- Link packagesForms, opening hours
- Issue reporting flowAddress + photo link
WorkflowsWhat Anni actually does4
Office routerRequest + district → office + opening hours/link.
Appointment workflowAppointment + prep: which documents, how long it takes.
Form linksMatching links/checklist after the call.
Issue/damage reportTicket with address, photo link, urgency.
IntegrationsData sources and systems3
Appointment/citizen services systemSlots, services, locations
TicketingDefect reports
Email/SMSConfirmation, link packages
Integrations with your own systems are available from the Business package.
Measurable impactMetrics that change4
↑First-contact resolution rate
↓Appointment no-shows
↓Repeat calls
↓Processing time
Privacy & limitsWhat deliberately doesn't happen2
Data minimizationOnly necessary data.
Binding informationNo legal interpretation – names the process/responsible office.
PitfallsCommon mistakes and how to avoid them2
- Unclear responsibilitiesService catalog + mapping.
- Too many exceptionsConservative: when in doubt, route to the central office.
Frequently asked questionsShort, honest answers2
Can Anni make decisions?No – but she can route, schedule and request documents.
What about wrong information?Answers come only from the service catalog.
