City of Antwerp

The City of Antwerp joined forces with Brightfox to better support coaches in their mission: helping vulnerable citizens find their way back to employment. With STAP – a citizen follow-up system built using Salesforce & Entra, 18 organizations work together on a single shared platform, enabling safe and efficient collaboration around each individual. The result? Less duplication, more clarity, and better guidance.

Secure and targeted data sharing

Coaches get access based on their role, ensuring privacy and enabling more efficient collaboration.

Improved collaboration across 18 organizations

Trajectory coaches and partners work in one shared environment, creating continuity and reducing fragmentation.

One central view per citizen

Citizens no longer need to repeat their story. All relevant info is bundled into one shared view.

Secure and targeted data sharing

Coaches get access based on their role, ensuring privacy and enabling more efficient collaboration.

Improved collaboration across 18 organizations

Trajectory coaches and partners work in one shared environment, creating continuity and reducing fragmentation.

One central view per citizen

Citizens no longer need to repeat their story. All relevant info is bundled into one shared view.

Step by Step towards Employment

In Antwerp, thousands of citizens want to work but face a long and complex road to get there. They struggle with obstacles such as a lack of experience, psychological vulnerability, financial stress, or unstable home situations. Activation trajectories will help them with an intensive, personalized guidance designed to help them grow, step by step, toward sustainable employment. These trajectories often involve multiple organizations, each with its own expertise, from training and job orientation to support with debt or mental well-being.

The challenge: fragmented processes and limited data sharing

Because multiple organizations are involved in these journeys, citizens interact with various coaches. But without a shared system – each organization managed its own files and separate registrations. This led to inefficiency, duplication, and confusion, both for citizens and their coaches. Strict privacy rules further restricted data sharing, forcing every interaction to start from scratch.

Together for Talent, Employment Opportunities and Participation

The City of Antwerp set out to break through this fragmentation and launched the STAP platform: a digital citizen follow-up system that puts the citizen at the center and structurally improves cooperation between organizations.

Now, 18 partner organizations can collaborate in one secure, standardized environment with a common goal: better guidance for the citizen, without repetition and privacy guaranteed.

STAP (Samen voor Talent, Arbeidskansen en Participatie)

A dedicated Team powered by Collaboration

The foundation for the STAP platform was laid by the City of Antwerp and Digipolis Antwerpen, who together translated the concept into a clear public tender. Brightfox built further on that foundation as Salesforce Implementation Partner. Together with the City of Antwerp, a multidisciplinary team was assembled, consisting of project managers, a functional lead, and an architect/developer. The key challenge was to enable secure and efficient data sharing, giving each coach access to the right information based on their role.

How does it work?

Citizens can register through an online form or an appointment. A central intake coordinator assigns each person to a SPOC (Single Point of Contact), a dedicated trajectory coach.

This SPOC coordinates the full guidance process and involves other organizations when needed, without requiring the citizen to retell their story.

Salesforce as the Foundation

Brightfox first developed a prototype in Salesforce, which evolved into a Minimum Viable Product (MVP). Thanks to close and constructive collaboration between all parties, the platform grew step by step into a stable and scalable system. It is technically built on Salesforce Service Cloud, using Salesforce Flow Builder functionalities. For additional security, Salesforce Shield and Attachment AV were used. OwnBackup was implemented for data backup.

Smart features for better Data Quality

The platform includes a robust pre-qualification process, automatically linking candidates to the correct citizen file. Built-in checks eliminate duplicates, ensuring each citizen is only registered once. This brings structure to the chaos and reduces errors.

Efficient Collaboration in a Secure Environment

Each support trajectory is managed with a clear division of roles. Coaches collaborate in a “cluster” around the citizen, with access granted based on their role (SPOC or advisory) and corresponding permissions. This ensures privacy. Internal communication is supported by built-in notes and messaging, enabling better tracking and more insights. SPOCs now have a 360° view of each support trajectory.

Built with the Future in mind

The STAP platform was designed to scale. Organizations can be added for various city initiatives. Discussions are already underway to roll out the system to other cities and government agencies. The STAP platform is also designed to be expanded as a self-service portal in the future.