City of Sint-Truiden Customer Success Story

Company description

Sint-Truiden is one of the largest cities in the Limburg province. The city council ensures citizens and organizations within the region can utilize a wide variety of services. Citizens and organizations can direct themselves to the city services for all required official documents and procedures. The city provides them the necessary information to retrieve these documents via various channels.


Public sector





Provided solutions

MS Dynamics 365


The rapid digitalization of our society shapes what citizens expect from companies, governments and councils. Citizens envision that services are, to a certain extend provided digitally.  They interact with local councils via several different channels, be it per letter, an e-mail, via the website or a text…  Conjointly citizens expect to have a status update on their request, their document or registered complaint.

The city of Sint-Truiden regularly employs new staff members for various city services. The staffing department is ought to streamline the onboarding process.  This task has been proven not to be an easy task, given the numerous systems and applications being used in by the city today.

The secretariat receives and registers a large amount of mail every day, the mail received is scanned and registered.  The analogue pieces are registered digitally via a scan and uploaded in an application. The mail is still delivered to the various services.


The solution implemented at the City of Sint-Truiden is the implementation of a “case system” based on the MS Dynamics365 and Office 365.  From the moment employees have registered and administered their employee files centrally, they can acquire certain benefits.

The solution enhanced the service delivery to citizens via streamlining the different interactions and improved transparency. Additionally the solution contributed to the improvement of employee productivity due to task automatization.


The HR department registers new administrative files from the moment a new employee starts working at the city of Sint-Truiden.  The action generates a few automated tasks to notify the right persons responsible for organizing the onboarding process.

The delivered solution for the secretariat impacted the mail-registration process, allowing reception to scan all the delivered mail and send it digitally to the involved departments. Meaning that mail pieces no longer need to be delivered on paper. Saving time to spend on other tasks.

The core functionalities entail:

  • Document previews
  • Validation flow
  • Security
  • Dashboards per role
  • Share & copy of mail pieces


Trough the implementation of MS dynamics 365 a central registration of incoming and outgoing mail pieces was made possible, additionally these pieces where easy to follow up on by and within the board of Sint-Truiden.  Via this solution in combination with an efficient task follow up process amongst various employees, submitted documents have a better follow up process.