“With Gfacility, we now have one clear channel for all IT and FM requests. It makes our service more transparent, faster, and more professional — a true no-brainer for any organisation looking to work more efficiently.”
— Mathieu Rutte, CIO, Municipality of ‘s-Hertogenbosch
At a glance
| Customer | Gemeente ‘s-Hertogenbosch |
| Sector | Public sector — Netherlands |
| Employees served | 1,800 |
| Service lines unified | IT Service Management, Facility Management |
| Helpdesks consolidated | 4 → 1 |
| Tickets per month | 2,500+ |
| Auto-routed | ~90% |
| CSAT | 7.5 → 8.0 |
The challenge: four helpdesks, no shared truth
For years the IT and Facility teams at the Municipality of ‘s-Hertogenbosch lived with the same problem: four separate helpdesks, each on its own tool and forms. Requests were routed incorrectly, lost between teams or simply handled too late.
“The ping-pong. We had four setups for our helpdesk across four different teams, and Facility Management used different tools again. That caused confusion, requests got lost, and people no longer knew where to go.”
— Mathieu Rutte, CIO
The fragmentation frustrated employees and left team managers without insight into volumes or bottlenecks. At the same time the municipality was pursuing a wider strategy to standardise its operations — and IT and Facility were two of the biggest pieces still running in silos.
“We wanted to work in a more professional way. We needed better analysis, accountability, fewer errors and stronger collaboration.”
The solution: one platform for IT and Facility
After a tender, the municipality selected Gfacility to bring every helpdesk environment onto one modern, AI-native platform.
“The proposal from Gfacility was fresh and truly aligned with our needs. We had the impression that they really understood what we were trying to achieve. They focused on partnership — we wanted a supplier who would sit next to us and help us make this shift. And that is what happened.”
Gfacility now serves as the central system for all incidents, service requests and changes across both IT and Facility. Email-based intake and standalone forms are gone; everything enters through a single unified channel.
Capabilities the municipality runs today
- One request portal for the whole organisation. Employees no longer have to figure out whether a problem is IT or Facility. “A broken screen in a meeting room — is that ICT or Facility? That discussion no longer exists. People log it in Gfacility and it gets handled.”
- Automated routing. Tickets are auto-classified and routed to the right team in seconds. The handful that need a human touch can be re-assigned in two clicks.
- Full traceability and live insights. Managers see open volumes, performance trends and bottlenecks in real time — across both domains, on one dashboard.
- Integrated problem management. “We used to do problem management on the back of an envelope. Now we can identify and solve structural issues based on real data.”
The results
1. Faster resolution, less back-and-forth
The joint IT and FM service desk now works as one team. “The back-and-forth used to create huge delays. We see a real improvement in resolution speed.”
2. One source of truth, one report
Reporting is now complete and comparable across every service line. “Previously the information was fragmented. Now we have one single source, which brings major benefits.” Problem management matured from ad-hoc fire-fighting into a structured, measurable process.
3. Higher employee satisfaction
Submitting a request became simpler and more predictable. “That single channel is a reliable anchor for everyone. You know that when you report something, action is taken — effectively.” CSAT rose from around 7.5 to 8.0.
4. A platform that scales with the organisation
Standardised, transferable processes mean the organisation no longer has to wear how IT and Facility are structured internally. “Colleagues no longer wonder where a request belongs. It is simply handled.”
What’s next: smarter signals, more AI
The municipality is already feeding IoT data from its building management system into the platform, with IT monitoring data planned next. AI-driven categorisation and self-healing for common requests are on the roadmap.
“It is only logical that categorisation will soon happen automatically. I do not see why people should keep doing that manually.”
Why it worked: partnership, not just product
“What I appreciate most is how smooth the implementation was. Of course, there are always some issues, but I genuinely believe this was a true partnership. That makes such a project much smoother than what we normally experience.”
Mathieu’s advice to other organisations:
“You should not want separate systems anymore. For very acceptable costs and limited effort, you can significantly improve your operations. Implementing such a system is, in my view, a no-brainer.”
See it for yourself
Gfacility unifies IT, Facility and Workplace service management on one AI-native platform — the same platform that helped the Municipality of ‘s-Hertogenbosch consolidate four helpdesks into one. Start a free trial or contact us to see what unifying your service operations would look like for your team.
Frequently asked questions
Why did the Municipality of 's-Hertogenbosch switch to Gfacility? +
They were running four separate helpdesks across IT and Facility Management on different tools. Tickets were lost, routed incorrectly, and managers had no cross-domain view. They needed one unified channel for all 1,800 employees.
How long did the implementation take? +
The municipality went live on Gfacility within weeks of the decision, working closely with Gfacility's implementation team to migrate the four existing helpdesk setups onto one platform.
What were the measurable results? +
Customer satisfaction rose from roughly 7.5 to 8.0, around 90% of incoming tickets are now auto-routed to the right team, the cross-team backlog dropped, and problem management moved from ad-hoc to a structured, data-driven process.
What does the municipality run on Gfacility today? +
All incidents, service requests and changes across both IT and Facility Management — about 2,500+ tickets a month — flow through a single Gfacility entry point with shared SLA logic, knowledge and reporting.