Case Study | City of Tourcoing

The City of Tourcoing chooses NeoLedge to manage its citizen requests

The City of Tourcoing chooses NeoLedge to manage its citizen requests
Monday 7 January 2019 - 15:19
The city of Tourcoing (France) is the 3rd city in the Nord-Pas de Calais region, with over 92,000 inhabitants.

Problem

Tourcoing’s mayor had a strong will to shorten case management time for inquiries from the citizens, and in order for the 550 city employees to work more efficiently and more directly with their citizens. It handles more than 20,000 inbound requests per year with a large majority which is paper-based.

Needs

The city of Tourcoing needed a solution to

  • Centralize all inbound and internal documents
  • Digitize all documents with optical character recognition (OCR)
  • Implement a centralized portal for citizens to look for the city services

Benefits / metrics

The key benefits:

  • Empower the citizens to participate actively to their environment with the right tool
  • Improve processes and transparency for the institution
  • Drastic reduction of inbound phone calls related to damages on the street

Quote

Ludovic Bigand, project manager for the city or Tourcoing

Jaysing Jeeawock, CTO for the city or Tourcoing

“Our goal was to improve our processes in terms of managing the relationship with our citizens”

“A few years ago, when a citizen called the city hall, he got an answer after two to three weeks […]. Nowadays, with Neoledge, we went from two weeks to 48 hours”

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