The power of Gem for your municipality
Virtual assistant Gem helps municipalities answer residents' frequently asked questions quickly, consistently and clearly — 24/7, in plain language, multilingual and with local information. Gem can make an appointment for you or hand the conversation over to an employee.
From passport applications to relocations and opening hours: Gem handles the first contact with care. Whether you are a small or large municipality, Gem reduces the pressure on your organisation and improves service to residents. And you get going quickly with good guidance: municipalities are live within 4 to 6 weeks on average.
"With Gem we answer frequently asked questions 24/7. That leaves us more time for personal contact and complex issues."
— Ellen Kelders, Business Owner Digitalisation, City of Eindhoven
The benefits of Gem for your municipality
24/7 and better digital services. Residents get an immediate answer to frequently asked questions. That creates room to handle complex questions personally. This leads to higher satisfaction among residents and employees alike.
Consistent and reliable information. Gem works with verified answers and never "makes things up". That prevents mistakes and ensures uniform communication. Municipalities can use generic question-answers, but can also add municipality-specific content with the help of generative AI.
Proven and secure solution. Developed by and for municipalities, with attention to government standards for security, privacy, accessibility and quality. Gem has been used successfully for over 5 years at both small and large municipalities. By now 27 municipalities, together serving 2.8 million residents.
Smarter together with other municipalities. You benefit from shared knowledge, existing solutions and best practices. So you don't have to design or develop everything yourself or have all the experts in house, and together we reach the best result.
Innovation and responsible AI with people behind the technology. Gem is continuously developed further, based on new technology and the needs of residents and municipalities. Think of applications that improve services even more, such as making an appointment. Gem is also developing the use of generative AI. This always happens carefully: new features are tested and applied according to government standards for privacy, security, accessibility and quality.
With support from the Ministry of the Interior (BZK) and ICTU, Gem is being scaled up further. As one of the first initiatives, Gem's language models (LLMs) are now hosted in a secure government environment, so that in future Gem can use generative AI in a responsible and secure way to improve services. In 2026 we are integrating GPT-NL, the Dutch language model for the public sector, so that Gem can apply generative AI even more responsibly.
The focus is on:
- a secure and scalable deployment of responsible AI;
- clear agreements about use and cooperation;
- the reuse of solutions within government.
This keeps Gem innovative and reliably deployable for municipalities.
Developments over time
A timeline showing Gem's development and the roadmap of new functionality — such as generative AI and making an appointment — will follow soon.
Want to know more about what Gem can do for your services?
Together we'll discover how Gem can add value to your municipality.