The information was there, but no one found it

City of Veurne's problem was not a lack of information. Almost everything was already on the website. The problem was that citizens couldn't find it. The site's structure was logically organized internally, but citizens search differently: the city talks about an "e-ID", the citizen types "identity card", "ID card" or even "passport". The classic search function couldn't bridge that gap. The result: citizens who had to try multiple channels and employees who answered the same questions over and over again.

Always accessible, even outside office hours

Today, Willy answers all questions 24 hours a day, 7 days a week, in the citizen's language. If someone wants to know in the evening how to apply for an identity card, they don't have to wait until the next day to get in touch. Usage is becoming increasingly established, and the city is noticing that specific inquiries to the department have decreased. The AI assistant uses such clear and friendly language that the experience feels very natural and even human.

A mirror for the organization

The advantage that Veurne hadn't anticipated turned out to be perhaps the most valuable. When Willy can't answer a question, even though the information is on the website, the city knows that the wording isn't citizen-focused enough. The conversations show in black and white where communication can improve. That changed the mindset: communication is now based on citizens' questions, no longer on the organization's internal structure.

One start, many possibilities

Why did Veurne choose Oniroco? The versatility was the deciding factor. While other providers focus on one channel, the city could start with one concrete application and gradually expand towards WhatsApp, mailboxes, telephone systems, and appointment management. Always within the rules that apply to a local authority, with transparency about AI usage and associated security measures.

No number in the queue

The rollout was done carefully: four to five training sessions before launch, a test audience that was involved, and a dedicated project manager who followed the process from start to finish. Equally important were realistic expectations. Possibilities were clearly explained, limitations not hidden. For Veurne, this never felt like a classic implementation, but like a shared growth trajectory.

"What I find strong is that there is genuine thought and effort to find solutions. It's not like the product is sold and done. Oniroco remains involved and accessible. If something goes wrong, I know I can reach out to someone and that the problem will actually be resolved." Thus Tom Van Rompaey.

Despite all automation, human customer service remains central. The AI assistant Willy takes over repetitive information questions, so employees have more space for personal questions where human support is necessary.