Municipalities are exploring ways to apply artificial intelligence (AI) in a responsible, effective, and people-centered way. The Municipality of Zoetermeer is no exception and engaged Highberg to support the selection, testing, and implementation of AI applications to strengthen municipal operations.
Through a carefully designed pilot program, Zoetermeer has laid the foundation for sustainable AI innovation within the public sector.
The client challenge
In 2024, the Municipality of Zoetermeer asked Highberg to support them in selecting and testing AI applications to improve municipal operations. The goal was twofold: to identify applications that could deliver short-term efficiency gains, while also gradually familiarizing the organization with the practical use of AI.
The approach
The first phase involved compiling an overview of AI applications that were already in use—or had previously been used—by other municipalities. This resulted in a list of more than 100 applications, which were then assessed based on complexity, risk sensitivity, and added value.
Based on this analysis, the most suitable application was selected together with a pilot group to start with.
The second phase focused on developing a concrete project plan for the pilot. This included not only the required technical support, but also attention to legal and ethical assessments, guidance for participating employees, and the definition and measurement of success criteria.
This approach is a strong example of how AI can be implemented step by step in a responsible manner—both within municipalities and across other public sector organizations where responsible AI use is essential.
By carefully selecting pilots, supporting employees effectively, and making results measurable, organizations gain real insight into the added value of AI and create a solid foundation for further development.
The results
- A broad inventory of more than 100 AI applications used in other municipalities was created
- These applications were evaluated based on complexity, risks, and added value, enabling a well-founded selection
- A pilot group selected the most suitable AI application to start with
- A concrete project plan was developed, covering technology, legal and ethical assessment, employee guidance, and success criteria
- The approach demonstrates how organizations can implement AI in a step-by-step, responsible, and measurable way
- Through carefully selected pilots and strong guidance, a clear foundation has been established for further AI development within the organization
Client reflection
Strategic advisor Dheeraj Moelchand from the Municipality of Zoetermeer on this project:
“As a municipality, we had limited experience with applying AI, so it was important for us to carefully select our pilot and properly support our people. The success of this pilot sets the tone for future AI applications within our organization. The guidance from Highberg’s consultants has been invaluable in this process.”
