Sint-Katelijne-Waver
The municipality of Wichelen, home to 12,000 residents, wanted to modernize how it communicates with its citizens. From local projects and roadworks to waste collection, opening hours and events — residents needed a channel that was fast, clear and always available.
The goal: make citizen communication feel accessible and responsive, without putting extra pressure on the staff.
Challenge
Citizens often had practical questions, but email or phone weren’t always convenient.
Wichelen needed a way to answer recurring questions automatically, monitor more complex topics, and still ensure every citizen felt heard and helped.
Solution
With Get In Touch, Wichelen launched TamTam, a 24/7 WhatsApp assistant available to all households.
TamTam provides instant answers, shares official info, routes complex questions to the right department, and checks in with residents when needed.
Through WhatsApp, citizens can:
ask about waste collection, events or mobility
check opening hours and contact details
get local alerts in real time
stay informed in a way that feels personal and low-threshold
Impact
5112
messages sent
12000
residents served
98%
open and delivery rate
3175
messages received
380
active households reached