City of Amsterdam

After a successful pitch process, Buro Loods was tasked with the design of an innovative new Customer Service Centre concept for all Amsterdam’s municipal offices. As part of Amsterdam’s ‘1 City, 1 Service’  initiative, the new concept took it’s inspiration from commercial retail chains and call-centres, focusing on maximizing efficiency and minimizing transaction times. Integral to the concept is a revolutionary back-office system which allows staff to better anticipate customer behavior and respond flexibly to it. The pilot opened in early 2014, with the remaining 6 scheduled for realisation in 2015/2016.