The City of Antwerp has developed a digital customer platform ‘My Social File’ for the municipal social services, intended for the most vulnerable citizens. Given that a significant portion of the platform’s target group has limited digital, administrative, and language skills, the implementation process is supported by digital coaches who provide hands-on assistance to clients as they begin using the portal. Additionally, social service professionals, particularly social workers, also play a crucial role in integrating the portal into their work. To ensure successful adoption, the implementation included a change management programme focused on supporting professionals in adapting to this new tool.