Utrecht is the beating heart of the Netherlands, known as the fastest-growing and healthiest city in the country. With the youngest population of any Dutch city and over 4,000 employees, the City of Utrecht municipality plays a leading role in delivering innovative and people-centered services.
The modern municipality office, located next to Utrecht Central Station, is a hub where residents receive fast and efficient support and colleagues collaborate in a vibrant, inspiring environment. To further professionalise its operations, the City of Utrecht required a scalable, integrated solution to improve workforce efficiency and deliver higher quality services to its residents.
BrightContact partnered with the City of Utrecht to implement the latest NICE Workforce Management (WFM) and NICE Uptivity Quality Management (QM) solutions. Integrated with ContentGuru (Storm) and the Qmatic Orchestra appointment system, this project unified all systems under one umbrella. BrightContact provided full implementation, onsite training, and ongoing maintenance and support, enabling Utrecht to boost efficiency and enhance service quality.
By implementing NICE WFM and NICE Uptivity QM, the City of Utrecht has enhanced its ability to allocate staff efficiently — ensuring the right resources, at the right time, in the right location. The AI-driven forecasting and scheduling capabilities provide greater scalability, while user-friendly access across systems streamlines daily operations.
The Uptivity QM solution further improves business quality by delivering insights into performance and service delivery, optimising core processes, and boosting customer satisfaction. With BrightContact’s support for implementation, training, and maintenance, Utrecht is now well-positioned to manage its workforce effectively and provide outstanding service to its growing population.
