BRUCE: BRUssels embraCEs you!
The City of Brussels is undergoing a revolutionary digital transformation to put its citizens first.
As a citizen you can choose from three contact points:
- Digitally via the citizen portal 'MyBXL' where you can find your details, request status and history;
- A more traditional contact ((e-)mail, telephone and later new media) via the Contact Center;
- Personal service via our physical counters in our Administrative Center Brucity;
Different channels but always the same user experience.
To bring this vision to life, a digital ecosystem was developed, called BRUCE (BRUssels embraCEs you!), an integrated city platform with the aim of offering and managing products and services to all Brussels residents (residents, companies, visitors and commuters) in a privacy-compliant manner, that helps to interact with the citizens through an 'omnichannel' approach.
BRUCE is a mix of different components. The core is formed by a CRM, which provides a 360° view of the citizen and allows, regardless of the service channel chosen by the citizen, to take care of the relationship between the city and the citizen and to deliver the same user experience, together with a knowledge database that contains all relevant information for citizens and employees. The process module orchestrates interactions, while the citizen portal serves as a digital gateway. The periphery contains various components that enable digitalisation: authentication, handling of incoming and outgoing mail, electronic signature and payments, data lakes, document generation,... These components merge seamlessly into the integration layer, making a holistic digital makeover possible. As it were, a set of Lego blocks that can form a different combination and a different process depending on the requested service.
A first version was launched in December 2022, for both citizens and employees with 8 streamlined processes and 20 services with almost 120,000 transactions. But this is just a start.
More information can be found in this short video: https://youtu.be/AhJ4Hu5i7nM
Did you know that BRUCE is the ICT project of the year 2023 of the Data News CIO Awards? More information available HERE.
