Transforming Municipal Services with Smart AI

The Challenge

As the municipal service organization for the city of Alkmaar, Stadswerk072 manages everything from waste collection and green space maintenance to infrastructure reporting and resident inquiries. The organization faced rising workloads and limited resources, creating a critical need for innovation.

Citizen service requests came in via multiple channels—email, phone, web forms—and were routed manually, often leading to delays. Administrative staff spent significant time logging, categorizing, and forwarding reports or documents. The organization needed to improve responsiveness and better serve residents without increasing headcount.

The Solution

Cerebello partnered with Stadswerk072 to implement AI-driven automation across key workflows, creating a comprehensive smart city solution that transformed how the municipality serves its citizens:

AI-Powered Municipal Solutions

Implementation Process

The implementation followed a strategic, phased approach designed to deliver quick wins while building toward comprehensive transformation:

• Quick-win pilot focused on waste management requests
• Gradual expansion to green space maintenance and noise complaints
• Full rollout covering public repairs and permit processing
• Continuous refinement based on citizen and staff feedback

Smart Routing in Action

The AI system intelligently categorizes and routes citizen requests:

• Waste pickup inquiries → Waste Management Department
• Pothole reports → Infrastructure Team
• Noise complaints → Environmental Services
• Permit applications → Planning Department

"Cerebello's AI solutions have transformed how we serve our citizens. We can now respond faster, work smarter, and focus our human resources where they matter most— on complex cases that need personal attention."

Transformative Outcomes

The implementation delivered remarkable improvements in both operational efficiency and citizen satisfaction:

• 70% of routine citizen queries handled autonomously by the AI chatbot or email classifier
• Staff hours saved on triage and form processing were reallocated to more complex, resident-facing tasks
• Resident satisfaction scores improved due to faster response and issue resolution
• Field teams received more accurate work orders, reducing repeat visits and improving first-time resolution rates

This project demonstrates Cerebello's ability to help local governments scale their citizen services through smart automation—enhancing both operational efficiency and the public experience while keeping costs predictable and data handling compliant. By focusing on practical, citizen-centric solutions, we helped Stadswerk072 become a model for modern municipal service delivery.