Case Study: City of Cologne improves citizen service with USU Knowledge Management

City of Cologne - Customer Case Study

The City of Cologne worked with USU Solutions to create a central citizens’ hotline that could handle municipal inquiries across 60+ offices. The city also needed a knowledge management system to give service staff fast access to reliable information, improve first-contact resolution, and reduce call handling times across thousands of different topics.

USU Solutions implemented USU Knowledge Management to structure and classify more than 15,000 internal and external documents, integrate multiple data sources, and support natural-language search for agents. The results were strong: first-contact resolution rose from 50% to more than 85%, average handling time dropped from 300 to 120 seconds, new employee training time fell by 66%, and the model was expanded to neighboring cities and integrated with the nationwide 115 public services number.

City of Cologne

Axel Hansen

Deputy Head of Citizens’ Helpline