Every day, farmers, schools and other customers call the Flemish Agency for Agriculture and Fisheries with questions about their files and applications. Those calls say a lot about what is going on in the field, but most of that data isn't accessible or actionable for the entire department.

The agency wanted to know if data analysis and generative AI could change that. With Mondea we ran a four month pre-procurement track of a PIO project. We interviewed staff across the organisation, observed the contact centre at work, and ran workshops with key users to turn needs into personas and concrete use cases. Then we took those use cases to the market, through a joint market consultation and in depth talks with solution providers.

The final report shows which solutions fit and what the agency should ask for in its tender.