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About Gemeente Den Haag

As the local government of the Netherlands' political capital, Gemeente Den Haag is responsible for supporting over 550,000 residents with essential social services. A key pillar of its work is early debt intervention — identifying and assisting citizens in financial difficulty before debts spiral out of control. The municipality takes this responsibility seriously, aiming to balance reach, efficiency, and compassion in every interaction.

The challenge

Financial stress is deeply personal and often invisible until it's too late. Gemeente Den Haag has long invested in "vroegsignalering" (early debt warning) programs, proactively reaching out to residents to offer help before situations worsen.

Until recently, this outreach was entirely manual. The municipality relied on external call centers to make thousands of calls each month — a process that was time-intensive, costly (up to 18x more expensive than automation), and difficult to scale. With thousands of contacts per month, the volume strained resources and made it harder to reserve human attention for the most complex cases.

The solution

Gemeente Den Haag turned to Collectmaxx to rethink their outreach approach, and not just to reduce costs, but to increase their ability to help. The implementation was quick and easy, integrating smoothly with the municipality's existing systems without requiring major changes or long lead times.

Together, we introduced a carefully crafted, automated flow using natural-sounding voice messages to sensitively inform residents about available support. The script was designed with empathy at its core — warm, clear, and human. No robotic voices, no pressure. Instead, the message was carefully structured in a calm, respectful way, with the goal to make it easier for residents to listen, understand, and act.

To ensure maximum impact, Collectmaxx conducted quick user testing to determine which voice resonated best with Unigarant's audience. The result: localized accents that matched the listener's region, adding authenticity and boosting trust.

Thanks to Collectmaxx's automation, the municipality could now reach thousands of people quickly and consistently, while reserving personal follow-up for those who truly needed it. This hybrid approach, automating where possible, personal where needed, gave social workers more time for meaningful conversations, without compromising reach or quality.

Impact

📞 From 100% manual to automated + human hybrid outreach

🎧 Up to 80% of residents reached with the core message

💰 18x more cost-efficient than the previous outsourced model

⏱️ Significant time savings, enabling focus on complex cases

❤️ Stronger citizen engagement with less friction and more dignity

With Collectmaxx, Gemeente Den Haag turned a resource-heavy obligation into a more compassionate and effective way to serve its community, reaching more residents, earlier, and with a message that truly lands.

"We would absolutely recommend this approach. You automate what you can — and that gives you the time and space to personally reach out where it really matters." — Team Vroegsignalering @ Gemeente Den Haag