Wichelen - TamTam
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.
#AI-assistent for citizens
“We zijn bijzonder trots op deze realisatie en zijn hiermee de eerste gemeente die gebruikmaakt van artificiële intelligentie,” besluit de burgemeester.- Mayor @ Wichelen
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:
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ask about waste collection, events or mobility
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check opening hours and contact details
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get local alerts in real time
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stay informed in a way that feels personal and low-threshold
Impact
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residents served
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active households reached
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messages sent
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messages received
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open and delivery rate
- Majority of questions handled automatically, with human follow-up when needed
- Increased citizen engagement and reduced service pressure
