Algemene Centrale ABVV Brussel - Vlaams Brabant

The Challenge

In April 2020, Belgium was confronted with the COVID-19 pandemic and the first lockdown. The Algemene Centrale ABVV Brussels - Flemish Brabant, a union branch with more than 55,000 members from the construction, services, and industrial sectors, faced an enormous challenge: how could they continue to inform and support their members when physical office visits were no longer possible?

The union has multiple offices spread across Brussels and Flemish Brabant (Leuven, Aarschot, Diest, Tienen, Halle, Vilvoorde, Liedekerke, Londerzeel, and Asse), but these were suddenly closed or operating with limited capacity. However, members still had urgent questions about their labor rights, unemployment benefits, and legal assistance - precisely at a time when many workers were being temporarily laid off.

Core Problems:

• No central digital presence to inform members about COVID measures and services
• No way for members to make appointments online
• New members could not register digitally
• Bilingual communication necessary (Dutch and French) for the diverse membership
• Offices with limited capacity needed a system to spread out and plan visits
• Urgent time pressure due to the lockdown - every day without a solution meant members who could not be helped

Our Approach

Given the urgency of the situation, we chose a pragmatic, fast approach with proven technologies that could be implemented quickly.

Phase 1: Rapid Website Setup

Within the first few days, a fully functional WordPress website was set up with a professional design matching the ACCG/ABVV corporate identity. The website was immediately set up bilingually with support for Dutch and French - essential for the Brussels context where members communicate in both national languages.

Phase 2: Appointment System & Digital Registration

The heart of the solution consisted of two systems. First, the online appointment system: members can independently schedule an appointment at the office of their choice, at a time that suits them. The system takes into account the available capacity per office and prevents overbooking. Automatic confirmations and reminders ensure that members don’t forget their appointment.

Second, a digital registration form was implemented. New members can register entirely online without having to visit an office - crucial during the lockdown, but also a lasting added value afterwards for people who have difficulty coming by during office hours.

Phase 3: Content & Information Structure

A clear information structure was set up with sections for all office locations with contact details and opening hours, membership information and registration options, news and updates about COVID measures and labor law, and information about the union’s services (legal assistance, unemployment files, etc.).

The Result

The website went live within two weeks of the project start - a crucial speed in a crisis situation.

• Service Continuity - Members could continue to rely on support from their union despite the lockdown
• 24/7 Availability - The appointment system works day and night, members schedule appointments when it suits them
• Digital Member Recruitment - New members register online without an office visit
• More Efficient Office Operations - Pre-scheduled appointments allow staff to better prepare and minimize waiting time for members
• Bilingual Accessibility - All members are served in their own language (NL/FR)
• Scalable Solution - The system grew with the changing COVID measures and remains in use to this day

Technologies Used

• WordPress with bilingual support (NL/FR)
• Online appointment system (booking plugin)
• Digital registration forms
• Responsive design for mobile and desktop
• SSL security
• Optimized hosting for reliable uptime