City of Hasselt
Around 80 separate applications into a single Salesforce portal, streamlining data and services.
Automating document creation and other processes reduced the workload for city employees.
Making city services more accessible for citizens, associations and entrepreneurs.
A City with a Heart for Citizens, Associations and Entrepreneurs
The city of Hasselt is the regional capital of the province of Limburg. With a population of over 80,000, it is dedicated to serving its community. By digitizing many of its administrative services online through a Digital Counter, Hasselt has simplified how citizens, local associations and entrepreneurs, access city services. This platform allows for easy submission of forms and applications across a wide range of needs.
Stronger together towards the government of tomorrow
Hasselt is the first local government in Flanders to use the world’s leading CRM platform. By integrating with government databases, citizens, businesses, and associations can easily apply for permits and grants. The solution created reusable building blocks for all local governments in Flanders, driving us toward a stronger, future-ready government.
Online Portal for Permits and Grants
Hasselt had around 80 separate applications for customer data, operating mostly independently of each other. While they had a ticketing system, they lacked a CRM, a central customer database, and a process engine.
To address this, Brightfox implemented a specialized Salesforce portal. This portal supports businesses in obtaining permits and allows city residents and associations to apply for various grants. This system was designed to evolve, with future expansions in mind to continually enhance its functionalities.
Implementing a Public Sector Solution with OmniStudio
Brightfox collaborated closely with Hasselt’s project team, implementing the Public Sector Solution, a Salesforce product that serves customers with purpose-built solutions for local and national governments. One of the features is License and Permit Management, where we use the capabilities of Omniscript, to accelerate the intake through an approval process with a digital-first approach.
Additionally, Brightfox used OmniStudio, a powerful set of digital engagement tools from Salesforce, to streamline and speed up digital transformation. OmniStudio’s document generation feature allows the merging of content from text-based files (such as Word or PowerPoint) with data from any standard or custom object in Salesforce, creating customized documents efficiently. This automation not only simplifies document creation but also ensures consistency and accuracy across various forms and applications.
Building a Custom Framework for Grant Proposals
A dedicated team consisting of Salesforce developers, architects, project managers, configurators and analysts was assembled to build a custom framework within the portal. This custom framework includes the submission and management of grant proposals further simplifying the work of residents and associations in Hasselt.
The employees of the City of Hasselt recognize the value of this new system. By automating information collection, the system allows them to concentrate on their primary responsibility: providing expert advice to citizens.
Partnership Highlight
As a proud Salesforce implementation partner, we are delighted to share that Salesforce has also recognized this project as a customer success story. This acknowledgment underscores the effective collaboration and impactful results achieved for the City of Hasselt.
For additional insights into this collaborative achievement, you can check out the story on Salesforce’s website.
We are thrilled to be a part of these transformative efforts that continuously benefit the entire Hasselt community.
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