Case Study: Pijnacker-Nootdorp improves process productivity with Nexthink

Providing process productivity in the public sector

Pijnacker-Nootdorp, a municipality in the Netherlands serving more than 50,000 residents, was struggling with complex, time-consuming administrative processes in its custom Microsoft Power Apps application. New and existing employees alike were getting confused by optional steps and varied workflows, creating a need for better onboarding and in-app support. The municipality worked with Nexthink on a digital adoption approach, using the Adopt solution to improve guidance and productivity.

Nexthink helped Pijnacker-Nootdorp implement targeted in-app support that adapted to where users were in a process, reducing the need for repetitive training and colleague support. The results were strong: some guides achieved a 70% utilization rate, and others reached a 75% manual open rate within three months, showing high engagement and less user confusion.

Pijnacker-Nootdorp

Martijn Meinetten

Senior Consultant