G-Cloud brings enhanced service delivery to the Belgian government
Across Europe, many governments are moving IT services to the cloud to improve efficiency and reduce costs. By replacing isolated, sometimes aging, legacy systems with centralised shared services, government organisations can improve data security and focus IT, financial, and human resources to support the organisation’s primary business objectives.
In Belgium, the federal government and social security institutions set up an ambitious program called G-Cloud—a combination of commercial public cloud services, private cloud services, and managed information and communications technology (ICT) services hosted in government data centres. The hybrid cloud services could provide up to 80,000 government users with communications and collaboration services, and includes a self-service portal to request applications, services, and infrastructure.
G-Cloud and ServiceNow offer a comprehensive solution for Belgian’s shared services organisation
ITSM-as-a-Service, an offering for IT service management and customer relationship management, was set up within G-Cloud using ServiceNow. This allows Belgian’s shared in-house ICT organisation, Smals, to offer ITSM-as-a-Service to the organisations it supports. Now, within the G-Cloud service portfolio, Smals offers both a cloud-based IT service management tool that is fully managed and a dedicated instance for individual government agencies. This supports the agencies’ ongoing efforts to consolidate different tools, spreadsheets, and manual processes that may exist.
“We were faced with older tools with a lot of redundant data and little integration,” says Luc Billion, Operational Director Infrastructure, Systems, Services and Support for Smals. “Our call centre staff and IT support team used separate systems, which sometimes resulted in information being duplicated or unavailable. We needed to change our culture and we needed more transparency. We wanted to make our environment easier to manage by moving to a single, cloud-based toolset.”
ServiceNow delivers a cloud-based solution with multitenancy support
The new solution had to support multitenancy in order for the project to be successful—meaning that there had to be a different domain for every G-Cloud customer. “We knew that keeping domains separate would be essential to maintaining customer satisfaction,” says David Dothée, Project Manager for G-Cloud ITSM at Smals. “Otherwise, it would be chaotic to manage and difficult for us to meet the government’s high standards for quality support and fast incident resolution.”
As required by law, Smals put out a public tender for IT service management software and evaluated several competing solutions. “ServiceNow was the only solution that met all of our requirements, including multitenancy support and the possibility to use a cloud-based CMDB for certain data, and an on-premises CMDB for confidential data,” says David.
Smals worked with ServiceNow partner Fujitsu to integrate ServiceNow IT Service Management with the government’s existing systems. In addition, Smals uses ServiceNow Customer Service Management to replace traditional CRM tools and accelerate time to resolution. “It was a very smooth deployment, and ServiceNow and Fujitsu worked well together to accomplish our goals,” says David.
“We found ServiceNow to be easily customisable, although most of the functionality we needed was out of the box. It’s also user-friendly, which helped with training.”
Smals sees a nearly 50% reduction in support tickets and 15% increase in IT support staff efficiency thanks to G-Cloud and ServiceNow
By replacing disparate tools and manual processes with ServiceNow and G-Cloud, the Belgian government is on its way to achieve dramatically improved IT efficiency. Previously, Smals was handling an average of 15,000 support tickets per month. With ServiceNow, that number has dropped to approximately 8,000.