Chat with the municipality

The municipality of Leiden uses a chatbot and live chat with a municipal employee.

Gem is a chatbot that uses existing data to answer questions about the municipality or its services. This chat is available 24/7.

How it works

At the bottom right of your screen, you’ll see a green circle with a white speech bubble and the text ‘Ask your question’. Click on it and type your question. For example, ‘I want to renew my passport’. Gem will then respond very quickly and may also provide some additional tips or links to pages that might be of interest.

If Gem is having trouble, Gem can transfer you to the live chat—if a employee is available. Or you can call a Customer Contact Center (CCC) employee. The live chat and CCC are only available during office hours.

Please note that you won’t get an answer within seconds with the live chat! The employee often has to look up the answer before answering your question.

Rules for using chat

• You cannot make an appointment via chat. You can make an appointment on the page for the product you are visiting. Or you can call 14 071 to schedule an appointment.
• To report things like litter on the street, please use the ‘Report, nuisance, complaint, idea’ page. You will then be notified of the report by email.
• Do not use personal data or other sensitive information in the chat. Gem will never ask for, or during the live chat. You can read more about this in the privacy statement.
• Questions that we cannot or are not permitted to handle via live chat include policy questions and product requests.