Collect and efficiently deal with environmental complaints in a streamlined application

Environmental services play an important role in ensuring a safe, healthy and sustainable living environment. Commissioned by municipalities and provinces, they supervise, grant permits and enforce environmental rules.

Update existing web application

The existing application for processing environmental complaints no longer complied with current laws and regulations, including the GDPR, and was also no longer up to date. Moreover, the software offered little flexibility because it was shared with other organizations. This limited the possibilities to adapt the software to the specific working methods of environmental services. In addition, the large number of manual actions and the lack of data-driven insights resulted in inefficiency. All of this made the need for a new solution urgent.

Challenge

This project posed various challenges. Four different environmental services, each with their own working methods and preferences, had to be brought together in one user-friendly solution. Changes had to be made carefully to make the switch as smooth as possible for users. In addition, the application had to fully comply with the AVG legislation and the organization's strict security standards. Finally, the new software had to be operational within a short period of time, as the old application was phased out in the short term.

Approach

After winning the tender, we immediately started an extensive inventory. We visited all four environmental services to identify their specific needs and practices. Based on this input, a workable basic version of the application was developed and went live within six months. This first version included the necessary functionalities to support daily activities. After the launch, the system was expanded step by step and optimized with additional features that further simplified the process.

The solution

The end result is a web application that is fully tailored to the work processes of environmental services. Users can easily register reports and complaints via an intuitive interface, which also offers space for specific reports such as business incidents and unusual events.

In order to better support the therapists, a mobile app has been developed in addition to the web application. This keeps employees on a picket shift up to date with current reports along the way. An accessible website has been launched for citizens via milieuklachtencentrale.nl, where they can submit their reports quickly and easily.

In addition, smart internal functions have been added that reduce the workload of employees. Automatic weather data is linked to notifications and standard responses accelerate feedback to detectors. Internal processes, such as the processing of complaints, have been optimized and organized more efficiently, reducing errors.

External stakeholders, such as companies, provinces and municipalities, also benefit from the improvements. Companies receive periodic reports of reports related to their activities so that they can take timely action. Municipalities and provinces have access to relevant reports via a clear customer portal, complete with interactive map views and detailed reports.

Outcome

With this new application, the four environmental services have a future-proof, safe and efficient solution. The system complies with the latest laws and regulations, makes the processing of environmental complaints faster and improves overall services. The application not only offers a practical solution for the environmental services themselves, but also contributes to a more transparent and accessible complaint handling for citizens and companies.