Establishing contact centres in municipalities is a contemporary issue. Many municipalities started establishing contact centres as the municipalities face towards the environment. A problem often neglected is the integration of the contact centre with the other administrations of the municipality. Our focus lies on designing common processes in the municipality for ensuring an information flow between the contact centre and the administrations. Derived from the empirical data, the authors present a model with the purpose to establish processes, which might reduce conflicts between the contact centre and the administrations. A focus is on the use of naming and tagging matters. The model is based upon the use of ontologies of the clerks working with a matter in a workflow. One characteristic of this model is that the ontologies are developed in close cooperation with the clerks.